Re: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 nowavailable.
Robert Munsch wrote: Quick question: if I try the new .07_1, and get this on login (whether as root or as a user in AD): Undefined subroutine RT::Authen::ExternalAuth::UserExists called at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth line 39, line 323. Have I borked something more basic, or would more info / my debug logs be useful to you? FYI, from what I see in the log, it doesn't even look like any attempt to query AD has been made, so I don't know what sort of cleverness I perpetrated here. I'm not sure, that seems to suggest the file local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm hasn't been found. Try manually removing all ExternalAuth files and installing again. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.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] New Ticket creation screen question
On Thu, Nov 06, 2008 at 10:24:38AM -0800, Kenneth Crocker wrote: To List, I have a user that wants to know if I can change RT to allow that last Queue Selection from the New Ticket option (in the upper right hand of the screen) to STAY as last selected until changed. Her reason is that just because she is allowed to create tickets in 10 different Queues, doesn't mean she wants to keep dropping down to the bottom to select the SAME queue over and over. HHHMM. Did I say that right? Let's try again. When she has to create many tickets in a row in the same queue, she would like the last queue selection from the dropdown to remain as the selection until changed. Is there a way to do that? Anyone?? Thanks in advance. In 3.8.1, the default queue displayed here is configurable site wide and in user preferences, this could help this user maybe. ___ 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] Self service in RT 3.8.x | SelfService mit RT 3.8.x
Hi, is it possible to enable SelfService in RT 3.8.x or must i install modules to enable it? If it is so, can anybody say me whitch modules i have to install for this? Has anyone expirience with with SelfService on 3.8? Best regards Michael - Hallo, ist bei RT 3.8 bereits eine SelfService funktion eingebaut? Wenn nicht welche Module muss ich dann nachinstallieren um das zum laufen zu bringen. Hat jemand schon Erfahrungen damit gemacht? Grüße Michael ___ 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] Optimising for low bandwidth
Hi all, We use RT 3.8.1 (gentoo,apache2,mod perl) for use with our sales team for Safaris in Tanzania. We have extremely poor internet connectivity from Tanzania (no fibre yet) - our ISP has less transit B/W than most of you have to your homes! and 800ms latency. It is therefore important to us to keep b/w usage to a minimum. If you've every used a 14.4modem, its like that! I have a few ideas to help this and have searched the net without luck. I can code basic perl. 1. I'd like to automatically strip sigs from emails stored in the database, so the Ticket's page is not so long with all the transactions - can anyone suggest where i should put the code to do: $sig_marker= s/$sig_marker.*?$sig_marker//sg to remove a sig like my sig or should it be in a scrip? 2. I'd like to parse the transaction through something like uniq(1) to get rid of duplicate lines, and also to remove lines that are: to only one line. where should i put this code? in a scrip, or in local/lib/RT? which module? I think i can write the code, but need advice on the correct way to go about it. 3. I'd like to only display the last few emails for a ticket, and even then, maybe only the first 5-6kb of a email - our clients reply without trimming mails to relevant detail, and threads can be over 50 mails long! that can make a display ticket page over a MB in some cases. I thin this may be a larger hack. 4. If anyone else has any great ideas about how to optimise RT for low bandwidth, I'd love to know! thanks in advance Woody. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. PO BOX 34514 DSM Office: +255 (0) 222 617 166 Mobile: +255 (0) 773 503 502 http://www.wildthingsafaris.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] Self service in RT 3.8.x | SelfService mit RT 3.8.x
On Fri, Nov 07, 2008 at 09:36:46AM +0100, Michael Bieniek wrote: Hi, is it possible to enable SelfService in RT 3.8.x or must i install modules to enable it? If it is so, can anybody say me whitch modules i have to install for this? Has anyone expirience with with SelfService on 3.8? SelfService is available in 3.8, no need for third-party modules. Every unprivileged users will be redirected automatically to SelfService. privileged users can go to SelfService with an url like http:///SelfService/ ___ 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 3.8.1 merged tickets slow
lars, good idea. MySQL query logs show im pulling alot of info from various different tickets (of course, lusers love to merge.) curious if caching might help the situation, as precaching and output buffer adjustments to fcgid are now causing page render's to be lightning fast. anyone - Original Message - From: Lars Kellogg-Stedman [EMAIL PROTECTED] Date: Thursday, November 6, 2008 16:05 Subject: Re: [rt-users] RT 3.8.1 merged tickets slow To: JOHN ROMAN [EMAIL PROTECTED] any suggestions? How many tickets are in your database? Watch your MySQL query log to see what queries this request is generating. See if running the same queries by hand (via mysqlclient)takes just as long. This should at least help differentiate database slowness from something else. It's not a solution, but it may suggest where to focus your efforts. -- Lars Kellogg-Stedman [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] RT 3.8.1 merged tickets slow
Hi John, im using RT 3.8.1, and have googled this issue extensively to no avail. RT 3.8.1 migrated from 3.4.5 mysql 5 upgraded from mysql4 with both the RT updates as well as the UPDATE.mysql schema updates applied apache 2.x loading a merged ticket takes on the order of 1-2 minutes in some cases. often times fetching a merged ticket results in an apache timeout while waiting on the script. Maybe it's this: RT tries to write hundreds of messages to syslog when opening merged tickets ... Try to decrease that using Set($LogToSyslog , 'info'); in RT_SiteConfig.pm -- See http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=498692 Regards, Tom -- Schwarz Computer Systeme GmbH Altenhofweg 2a 92318 Neumarkt http://www.schwarz.de ___ Geschaeftsfuehrer: Manfred Schwarz Sitz der Gesellschaft: Neumarkt i.d.Opf. Registergericht: AG Nuernberg, HRB 11908 ___ Diese eMail enthaelt moeglicherweise vertrauliche und/oder rechtlich geschuetzte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese eMail irrtuemlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese eMail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail ist nicht gestattet. This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the material in this email is strictly forbidden. smime.p7s Description: S/MIME cryptographic signature ___ 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] Allow a corporate to view all tickets of her employees
Hello Again Maybe my problem is about permission model, i must read it again. Because i need that a user can Reply to Tickets and view properties, but on all configurations that i have the users can modify the Basics of every Ticket on his own queue. My permission model is as follow: Global- Groups: Everyone- CreateTicket CC-ReplyToTicket, ShowTicket Them i have userOfCompany1 belong to GroupCompany1 and i create a Queue calle QueueCompany1 with the following rights: Watchers: SupportGroup (our support people) as Administrative CC. Group Rights: GroupCompany1- ShowTicket, ReplyToTicket and SeeQueue SupportGroup- ALL rights Are this a common model ? or may be i am something wrong. Thanks On Thu, Nov 6, 2008 at 7:15 PM, Kenneth Crocker [EMAIL PROTECTED] wrote: Victor, Having all the initial requests in one queue is STILL not a problem. For example, the customers have different ID's, therefore are different Requestors. If you grant the ShowTicket right to the Requestor role, instead of Everyone or Privileged or Unprivileged, then ONLY the Requestor of their own ticket can SEE those tickets in a queue. To further refine that idea, put all the requestors from one company in 1 group and grant the appropriate rights to THAT group, instead of Requestors or Everyone or Privileged or Unprivileged. That's how we do it. Actually, we have one queue that acts as the FIRST or REPOSITORY queue for requests that come in INITIALLY, and not everyone can see those. Just the groups that are allowed. So, I think that what you want to do can be done several different ways, depending on how to grant the rights. One queue CAN work. Multiple queues WILL work. It all depends on the kind of maintenance you want to get involved in and your infrastructure procedures. Hope this helps. Kenn LBNL On 11/6/2008 2:04 AM, Victor Fariña Infante wrote: Hello Thanks for the fast reply ;-). I am a newby at RT so it may sound strange, but if we do that, the users from one company can see Tickets from another company because I have all Support Tickets on the same Queue. I think that the solution could be to create a Queue per customer but i don't know if this is a good approach. Is this the correct way ? Regards On Wed, Nov 5, 2008 at 5:41 PM, Kenneth Crocker [EMAIL PROTECTED]mailto: [EMAIL PROTECTED] wrote: Victor, Put all those users in the same group and grant CreateTicket, ReplyToTicket, SeeQueue, ShowTicket for the group for that Queue. That should do it. I'd save the Modifyticket for the people that actually do the work on the ticket. Hope this helps. Kenn LBNL On 11/5/2008 4:43 AM, Victor Fariña Infante wrote: Hello, I am using RT for about 3 months, and we like it a lot. Our problem is that we have 3 possible Ticket Openers (all from the same company) and when one login on the web inetrface can only see his own tickets, I would like that every contact of a company can see all Tickets from the users from his company. Is this possible ?? Thanks --Victor Fariña Infante Responsable Tecnologías Tlf. +34 981 90 90 10 http://www.queres.es ___ 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 -- Victor Fariña Infante Responsable Tecnologías Tlf. +34 981 90 90 10 http://www.queres.es -- Victor Fariña Infante Responsable Tecnologías Tlf. +34 981 90 90 10 http://www.queres.es ___ 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] OnCreateAutoReplyException
Hi, I've fixed the problem myself. Please disregard this mail. Allan On Fri, Nov 7, 2008 at 1:40 PM, Allan Eising [EMAIL PROTECTED] wrote: Hi there, I am setting up my first RT system, and I ran into the scrip http://wiki.bestpractical.com/view/OnCreateAutoReplyException . The script looked like what I was looking for, so I've implemented it as per the instructions on the wiki. It does not work however. Emails in the @exceptionList array still receive the auto reply. I've tried to add the scrip both as a global one and to the queue, both with the same result. Can anyone provide me with assistance to debugging this? -- Best regards Allan Eising ___ 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] OnCreateAutoReplyException
Sure. My problem was that I didn't know that another scrip is taking care of the auto replies. So I identified the script using the syslog logging - it's quite simple to see, as it it writes the name of the scrip and then informs you that it sent out an email. Next I edited the scrip, and changed the condition to User Defined. FinalIy I pasted the scrip from the wiki in the Custom Condition box. Allan On Fri, Nov 7, 2008 at 2:13 PM, Mike Peachey [EMAIL PROTECTED] wrote: Allan Eising wrote: Hi, I've fixed the problem myself. Please disregard this mail. Could you tell us what the problem/fix was for the benefit of others who may want to use this scrip? -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.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] Extensiones for reports
Hi, I have searching new plugins for RT to build new reports. do you know where I can obtain them? thanks a lot, ALBERTO VILLANUEVA VAL Consultor Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es ___ 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] Optimising for low bandwidth
Hi Richard, not done this till now, but i think if you strip up the css this will offer you a better performance. But not sure if someone else did this already. Torsten 2008/11/7 Woody - Wild Things [EMAIL PROTECTED] Hi all, We use RT 3.8.1 (gentoo,apache2,mod perl) for use with our sales team for Safaris in Tanzania. We have extremely poor internet connectivity from Tanzania (no fibre yet) - our ISP has less transit B/W than most of you have to your homes! and 800ms latency. It is therefore important to us to keep b/w usage to a minimum. If you've every used a 14.4modem, its like that! I have a few ideas to help this and have searched the net without luck. I can code basic perl. 1. I'd like to automatically strip sigs from emails stored in the database, so the Ticket's page is not so long with all the transactions - can anyone suggest where i should put the code to do: $sig_marker= s/$sig_marker.*?$sig_marker//sg to remove a sig like my sig or should it be in a scrip? 2. I'd like to parse the transaction through something like uniq(1) to get rid of duplicate lines, and also to remove lines that are: to only one line. where should i put this code? in a scrip, or in local/lib/RT? which module? I think i can write the code, but need advice on the correct way to go about it. 3. I'd like to only display the last few emails for a ticket, and even then, maybe only the first 5-6kb of a email - our clients reply without trimming mails to relevant detail, and threads can be over 50 mails long! that can make a display ticket page over a MB in some cases. I thin this may be a larger hack. 4. If anyone else has any great ideas about how to optimise RT for low bandwidth, I'd love to know! thanks in advance Woody. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. PO BOX 34514 DSM Office: +255 (0) 222 617 166 Mobile: +255 (0) 773 503 502 http://www.wildthingsafaris.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 -- MFG Torsten Brumm http://www.torsten-brumm.de ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] New user considering to use RT + FreeBSD port for 3.8
Hi all, We've been using Horde+whups system for helpdesk in our University for the past 3 years. We recently upgraded it from a very old version and everything got hosed. We are planning to move to a better ticketing system that is more stable and can be upgraded later without breaking the existing infrastructure (databases, etc.). I heard good things about RT. My questions to you guys are the following: 1) We use a FreeBSD system. I see that there is a port available (rt36) for version 3.6 but none for 3.8 yet. Is it ok if I go ahead and install rt36 now and later on upgrade to rt38 whenever it is available? If not, do you suggest that I manually download the latest version of rt3.8.1 and then install it from the source? Which method is safer/easier for upgrades in the long run? 2) If FreeBSD systems are not well supported, we can also move to a Linux system. Is it better to use a Linux system? 3) I've been reading that RT is memory intensive. Is 2 GB enough? This machine also runs the DHCP server. Do you guys recommend to have a separate system for RT? I hope these questions belong to this list. If not, can you please point me to the correct list? Thanks, Joe the rtuser :) ___ 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 unification (merging multiple RT instances)
Hi All, Within my sub-organization, there were recently four distinct RTs running in various departments. We're making an effort to unify these. So far, departments have been willing to abandon their ticket databases to move. This is no longer the case. So, I'm looking at unifying two separate RTs by merging their data. We need a script that could migrate tickets from one RT to another without losing data. Considering the three options of using bin/rt, the API, or native db dump and a data massage tool, I think that the API is the better (re-usable, smaller chance of horribly breaking stuff, etc) route. Is there an option that I'm missing? Is there a (small) chance that someone already has an excellent perl script that Google doesn't know about? Any words of advice? Much Thanks, Isaac Vetter Purdue University P.s. This project would be much, much easier if the API was even minimally documented. Yes, I appreciate the POD documentation, but that's module documentation. The fact that something like this: http://www.cpan.org/authors/id/A/AH/AHARRISON/scripts/rt-class-map-1.3.pl Is necessary at the end-user level is pretty intimidating. smime.p7s Description: S/MIME cryptographic signature ___ 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 unification (merging multiple RT instances)
On Fri, 07 Nov 2008 09:51:37 -0500, Vetter, Isaac A [EMAIL PROTECTED] wrote: Hi All, Within my sub-organization, there were recently four distinct RTs running in various departments. We're making an effort to unify these. So far, departments have been willing to abandon their ticket databases to move. This is no longer the case. So, I'm looking at unifying two separate RTs by merging their data. We need a script that could migrate tickets from one RT to another without losing data. Isaac, I'm curious - are all the RTs the same version? And how are you going to deal with overlapping ticket numbers? 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] New user considering to use RT + FreeBSD port for 3.8
Joe Mailinglists wrote: Hi all, We've been using Horde+whups system for helpdesk in our University for the past 3 years. We recently upgraded it from a very old version and everything got hosed. We are planning to move to a better ticketing system that is more stable and can be upgraded later without breaking the existing infrastructure (databases, etc.). I heard good things about RT. Good. I'm a big fan of Horde when it comes to IMP and Kronolith (as soon as non-personal calendars can be given sane names not random hashes) - but for ticketing RT is always the way to go. My questions to you guys are the following: 1) We use a FreeBSD system. I see that there is a port available (rt36) for version 3.6 but none for 3.8 yet. Is it ok if I go ahead and install rt36 now and later on upgrade to rt38 whenever it is available? If not, do you suggest that I manually download the latest version of rt3.8.1 and then install it from the source? Which method is safer/easier for upgrades in the long run? I always recommend a manual install. While some are much better than others, trusting your installation to someone else just means that when you need to know something about the way it's installed, you end up having a lot of trouble finding out. Manual installation not really difficult. Also, I definitely recommend you use 3.8.1 not 3.6.x 2) If FreeBSD systems are not well supported, we can also move to a Linux system. Is it better to use a Linux system? It really doesn't matter what the operating system is so long as you have a webserver with FastCGI or mod_perl and a database, preferably MySQL. My personal preference is Slackware Linux 12.1 + Apache 2 + mod_perl 2 + RT-3.8.1 but your choices are endless. 3) I've been reading that RT is memory intensive. Is 2 GB enough? This machine also runs the DHCP server. Do you guys recommend to have a separate system for RT? That's really fine. It's not *that* memory intensive. I have had two installations running side by side on a primary DNS and DHCP server that also runs multiple MySQL instances and other things besides on it and it was fine. I hope these questions belong to this list. If not, can you please point me to the correct list? You found the right place. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.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] New user considering to use RT + FreeBSD port for 3.8
On 2008/11/7 Joe Mailinglists [EMAIL PROTECTED] wrote: Hi all, We've been using Horde+whups system for helpdesk in our University for the past 3 years. We recently upgraded it from a very old version and everything got hosed. We are planning to move to a better ticketing system that is more stable and can be upgraded later without breaking the existing infrastructure (databases, etc.). I heard good things about RT. My questions to you guys are the following: 1) We use a FreeBSD system. I see that there is a port available (rt36) for version 3.6 but none for 3.8 yet. Is it ok if I go ahead and install rt36 now and later on upgrade to rt38 whenever it is available? If not, do you suggest that I manually download the latest version of rt3.8.1 and then install it from the source? Which method is safer/easier for upgrades in the long run? We also run this OS on our servers and we've been running RT over FreeBSD for years. There's a port for the v3.8 in progress. Check this out: http://lists.freebsd.org/pipermail/freebsd-ports/2008-August/050271.html ___ 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] Modidy Requestor
Hello, I'd like to modify the requestor when a new ticket is created. I'm trying next, but I'm not sure: *** Condition - User-defined Action -- User-defined (should it be Create Ticket?? Template empty Custom condition my $trans = $self-TransactionObj; return 0 unless $trans-Field eq 'Owner'; return 1 if $trans-OldValue == RT::Nobody( )-id( ); return 0; Preparation code of customized action - $self-$TransactionObj-SetRequestor(e-mail); $self-$TransactionObj-AddWatcher(Type = Requestor, Email = e-mail); $self-TicketObj-AddWatcher( Type = Cc, Email = e-mail); return 1; Cleanup code od customized action - return 1; *** I don't understand custom condition, and in the preparation code I don't know if I have to use all lines... :( :( :( Thanks a lot! -- ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es ___ 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] AssetTracker crashes loading asset
well, just as i thought the RT slowness issue had been resolved, assettracker is now dying when loading a ticket out of a large list. example: clicking all assets enumerates a 9000 row list fine, but clicking on any element in the list will crunch for a while then die with a 500 error. smaller lists with say 1000-3000 rows are sluggish when loading an asset from the list, but succeed. [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org ___ 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] AssetTracker crashes loading asset
Sounds exactly like the issue I have, I think something is trying to get all those records, I tried to trace it but with no luck, I think it may be related to the back/next links on the ticket display page. It's checking each record for something, This is ok with small results but crashes with large sets. I really wish I could figure this one out, I get the occasional 500 and users are made aware to keep search results smaller. In my testing this affected 3.4.x 3.6.x and 3.8.x John wrote: well, just as i thought the RT slowness issue had been resolved, assettracker is now dying when loading a ticket out of a large list. example: clicking all assets enumerates a 9000 row list fine, but clicking on any element in the list will crunch for a while then die with a 500 error. smaller lists with say 1000-3000 rows are sluggish when loading an asset from the list, but succeed. [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org ___ 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] Slow GET_LOCK queries on merged tickets
Hello everyone. I was looking through the archives and came across the
following. It looks like we are having the same problem and I was wondering if
a solution was ever found.
Thanks in advance,
Kenny Seever
Innovative Networks, Inc.
Original Message…:
Hi all,
I managed to track down a problem with merged tickets being slow to
display. I have enabled the slow queries log on Mysql (5.0.51a) and get
the following in the log files. I searched over the RT list archives and
I found note of setting low_priority_updates to 1 on mysql for this.
This however makes no difference. Does someone perhaps have an answer
for this problem?
The server is a test setup I made to test the migration of 3.6.6 RT
installation to 3.8.1. The problem was there in 3.6.6 when I imported
the production database from a mysql dump the production server also
running rt 3.6.6 is fine (not slow on merged tickets). The difference
between the systems is that the production server is a Redhat Enterprise
4 server (MySQL-server-community-5.0.51a-0.rhel4) and the test system is
a newer Fedora 9 (mysql-server-5.0.51a-1.fc9). The fedora 9 installation
installed all required modules from CPAN during installation. After
migrating it to 3.8.1 the problem remains. It looks like it slightly
faster but not much. Database has been updated from mysql 4.0 to 4.1
followed by the database update script. All is working fine accept for
the slow queries on merged tickets and the GET_LOCK reports in the slow
query log.
I've cleared the session table. This currently makes no difference. It
had about 1100 records in it before I cleared it.
Regards,
Ton Hoogstraten
SELECT GET_LOCK('Apache-Session-7dee36ca13e864c568b1659d2fa18751',
3600);
# Time: 080822 14:36:01
# User[at]Host: rt[rt] @ localhost []
# Query_time: 110 Lock_time: 0 Rows_sent: 1 Rows_examined: 0
SELECT GET_LOCK('Apache-Session-a196db0f41ab721840dba0b78f2dd36e',
3600);
# User[at]Host: rt[rt] @ localhost []
# Query_time: 80 Lock_time: 0 Rows_sent: 1 Rows_examined: 0
SELECT GET_LOCK('Apache-Session-a196db0f41ab721840dba0b78f2dd36e',
3600);___
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Re: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 now available.
Mike Peachey wrote: Aaron Zuercher wrote: I'm still getting the same error: Can't call method SetDisabled on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1087. I installed over the top and recieved that error. so then I remove the RT_AUTH dir from the plugins folder and reinstalled again. Same error. Here is what the rt.log shows (looks promising): Can you take a look at your databases Users table and keep an eye out for any users whose principal ID has been set to #13? Also, if you can pop in to the rt IRC channel to try to work through it I think it would help us both a lot as you need your database fixing and I need to discover exactly what's happened so I can post instructions for everyone else for fixing their database. irc.perl.org #rt -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.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] New user considering to use RT + FreeBSD port for 3.8
I would like to add some personal comments to Mike's response. On Fri, Nov 07, 2008 at 03:06:26PM +, Mike Peachey wrote: Joe Mailinglists wrote: Hi all, We've been using Horde+whups system for helpdesk in our University for the past 3 years. We recently upgraded it from a very old version and everything got hosed. We are planning to move to a better ticketing system that is more stable and can be upgraded later without breaking the existing infrastructure (databases, etc.). I heard good things about RT. Good. I'm a big fan of Horde when it comes to IMP and Kronolith (as soon as non-personal calendars can be given sane names not random hashes) - but for ticketing RT is always the way to go. We have been very happy with RT as our ticket system. My questions to you guys are the following: 1) We use a FreeBSD system. I see that there is a port available (rt36) for version 3.6 but none for 3.8 yet. Is it ok if I go ahead and install rt36 now and later on upgrade to rt38 whenever it is available? If not, do you suggest that I manually download the latest version of rt3.8.1 and then install it from the source? Which method is safer/easier for upgrades in the long run? I always recommend a manual install. While some are much better than others, trusting your installation to someone else just means that when you need to know something about the way it's installed, you end up having a lot of trouble finding out. Manual installation not really difficult. Also, I definitely recommend you use 3.8.1 not 3.6.x I also recommend a manual install and 3.8.1 as well. We are in the process of upgrading to 3.8.1 currently. 2) If FreeBSD systems are not well supported, we can also move to a Linux system. Is it better to use a Linux system? It really doesn't matter what the operating system is so long as you have a webserver with FastCGI or mod_perl and a database, preferably MySQL. My personal preference is Slackware Linux 12.1 + Apache 2 + mod_perl 2 + RT-3.8.1 but your choices are endless. I think that your database choice should be based on what expertise you have available in house. One other consideration is that MySQL does not currently support full-text indexes with InnoDB tables (the kind used by RT). Both Oracle and PostgreSQL do and there is a wiki item on how to use full-text indexing with RT and Oracle and we will be posting a similar item for PostgreSQL once we have finished our testing/upgrade. 3) I've been reading that RT is memory intensive. Is 2 GB enough? This machine also runs the DHCP server. Do you guys recommend to have a separate system for RT? That's really fine. It's not *that* memory intensive. I have had two installations running side by side on a primary DNS and DHCP server that also runs multiple MySQL instances and other things besides on it and it was fine. Note: RT was developed using MySQL and is more well-tuned for it in many places. The performance difference between MySQL and other DB backend choices has narrowed and other backed may offer options that are not yet available with MySQL, my two cents. The bottom-line is that you should choose the backend based on what you can support in-house. Ken I hope these questions belong to this list. If not, can you please point me to the correct list? You found the right place. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.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] New user considering to use RT + FreeBSD port for 3.8
Thank you all for your suggestions. We are using MySQL 5.0 as our database. I have no idea what full-text indexing with InnoDB tables means. May be I will once I start playing around with RT. Is that such a big of a deal? Thanks, On Fri, Nov 7, 2008 at 10:46 AM, Kenneth Marshall [EMAIL PROTECTED] wrote: I would like to add some personal comments to Mike's response. On Fri, Nov 07, 2008 at 03:06:26PM +, Mike Peachey wrote: Joe Mailinglists wrote: Hi all, We've been using Horde+whups system for helpdesk in our University for the past 3 years. We recently upgraded it from a very old version and everything got hosed. We are planning to move to a better ticketing system that is more stable and can be upgraded later without breaking the existing infrastructure (databases, etc.). I heard good things about RT. Good. I'm a big fan of Horde when it comes to IMP and Kronolith (as soon as non-personal calendars can be given sane names not random hashes) - but for ticketing RT is always the way to go. We have been very happy with RT as our ticket system. My questions to you guys are the following: 1) We use a FreeBSD system. I see that there is a port available (rt36) for version 3.6 but none for 3.8 yet. Is it ok if I go ahead and install rt36 now and later on upgrade to rt38 whenever it is available? If not, do you suggest that I manually download the latest version of rt3.8.1 and then install it from the source? Which method is safer/easier for upgrades in the long run? I always recommend a manual install. While some are much better than others, trusting your installation to someone else just means that when you need to know something about the way it's installed, you end up having a lot of trouble finding out. Manual installation not really difficult. Also, I definitely recommend you use 3.8.1 not 3.6.x I also recommend a manual install and 3.8.1 as well. We are in the process of upgrading to 3.8.1 currently. 2) If FreeBSD systems are not well supported, we can also move to a Linux system. Is it better to use a Linux system? It really doesn't matter what the operating system is so long as you have a webserver with FastCGI or mod_perl and a database, preferably MySQL. My personal preference is Slackware Linux 12.1 + Apache 2 + mod_perl 2 + RT-3.8.1 but your choices are endless. I think that your database choice should be based on what expertise you have available in house. One other consideration is that MySQL does not currently support full-text indexes with InnoDB tables (the kind used by RT). Both Oracle and PostgreSQL do and there is a wiki item on how to use full-text indexing with RT and Oracle and we will be posting a similar item for PostgreSQL once we have finished our testing/upgrade. 3) I've been reading that RT is memory intensive. Is 2 GB enough? This machine also runs the DHCP server. Do you guys recommend to have a separate system for RT? That's really fine. It's not *that* memory intensive. I have had two installations running side by side on a primary DNS and DHCP server that also runs multiple MySQL instances and other things besides on it and it was fine. Note: RT was developed using MySQL and is more well-tuned for it in many places. The performance difference between MySQL and other DB backend choices has narrowed and other backed may offer options that are not yet available with MySQL, my two cents. The bottom-line is that you should choose the backend based on what you can support in-house. Ken I hope these questions belong to this list. If not, can you please point me to the correct list? You found the right place. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.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] New user considering to use RT + FreeBSD port for 3.8
conversion for me and running out of mysql5 with innodb is working very well, FWIW. On Fri, 7 Nov 2008, Joe Mailinglists wrote: Date: Fri, 7 Nov 2008 11:17:47 -0500 From: Joe Mailinglists [EMAIL PROTECTED] To: Kenneth Marshall [EMAIL PROTECTED] Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] New user considering to use RT + FreeBSD port for 3.8 Thank you all for your suggestions. We are using MySQL 5.0 as our database. I have no idea what full-text indexing with InnoDB tables means. May be I will once I start playing around with RT. Is that such a big of a deal? Thanks, On Fri, Nov 7, 2008 at 10:46 AM, Kenneth Marshall [EMAIL PROTECTED] wrote: I would like to add some personal comments to Mike's response. On Fri, Nov 07, 2008 at 03:06:26PM +, Mike Peachey wrote: Joe Mailinglists wrote: Hi all, We've been using Horde+whups system for helpdesk in our University for the past 3 years. We recently upgraded it from a very old version and everything got hosed. We are planning to move to a better ticketing system that is more stable and can be upgraded later without breaking the existing infrastructure (databases, etc.). I heard good things about RT. Good. I'm a big fan of Horde when it comes to IMP and Kronolith (as soon as non-personal calendars can be given sane names not random hashes) - but for ticketing RT is always the way to go. We have been very happy with RT as our ticket system. My questions to you guys are the following: 1) We use a FreeBSD system. I see that there is a port available (rt36) for version 3.6 but none for 3.8 yet. Is it ok if I go ahead and install rt36 now and later on upgrade to rt38 whenever it is available? If not, do you suggest that I manually download the latest version of rt3.8.1 and then install it from the source? Which method is safer/easier for upgrades in the long run? I always recommend a manual install. While some are much better than others, trusting your installation to someone else just means that when you need to know something about the way it's installed, you end up having a lot of trouble finding out. Manual installation not really difficult. Also, I definitely recommend you use 3.8.1 not 3.6.x I also recommend a manual install and 3.8.1 as well. We are in the process of upgrading to 3.8.1 currently. 2) If FreeBSD systems are not well supported, we can also move to a Linux system. Is it better to use a Linux system? It really doesn't matter what the operating system is so long as you have a webserver with FastCGI or mod_perl and a database, preferably MySQL. My personal preference is Slackware Linux 12.1 + Apache 2 + mod_perl 2 + RT-3.8.1 but your choices are endless. I think that your database choice should be based on what expertise you have available in house. One other consideration is that MySQL does not currently support full-text indexes with InnoDB tables (the kind used by RT). Both Oracle and PostgreSQL do and there is a wiki item on how to use full-text indexing with RT and Oracle and we will be posting a similar item for PostgreSQL once we have finished our testing/upgrade. 3) I've been reading that RT is memory intensive. Is 2 GB enough? This machine also runs the DHCP server. Do you guys recommend to have a separate system for RT? That's really fine. It's not *that* memory intensive. I have had two installations running side by side on a primary DNS and DHCP server that also runs multiple MySQL instances and other things besides on it and it was fine. Note: RT was developed using MySQL and is more well-tuned for it in many places. The performance difference between MySQL and other DB backend choices has narrowed and other backed may offer options that are not yet available with MySQL, my two cents. The bottom-line is that you should choose the backend based on what you can support in-house. Ken I hope these questions belong to this list. If not, can you please point me to the correct list? You found the right place. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.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 [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com
[rt-users] OnCreateAutoReplyException
Hi there, I am setting up my first RT system, and I ran into the scrip http://wiki.bestpractical.com/view/OnCreateAutoReplyException . The script looked like what I was looking for, so I've implemented it as per the instructions on the wiki. It does not work however. Emails in the @exceptionList array still receive the auto reply. I've tried to add the scrip both as a global one and to the queue, both with the same result. Can anyone provide me with assistance to debugging this? -- Best regards Allan Eising ___ 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] CALLING EXTERNALAUTH TESTERS - v0.07_01 nowavailable.
Robert Munsch wrote: Quick question: if I try the new .07_1, and get this on login (whether as root or as a user in AD): Undefined subroutine RT::Authen::ExternalAuth::UserExists called at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth line 39, line 323. Did you previously have 0.05 installed? If so.. look for a file called ExternalAuth.om in local/lib/RT/Authen, If it's there - delete it. Also, local/lib/RT/User_Vendor.pm. Both are remnants of 0.05 which, if present, may override the correct ones in local/plugins. Unfortuantely, 0.07_01 will not cleanly install over 0.05, you have to extract 0.05 manually first. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.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] New user considering to use RT + FreeBSD port for 3.8
Angelo, can you please send me the updated shar if it is different from the one available at http://people.freebsd.org/~pgollucci/rt38 I want to try it on a test system before I try to install it from source. I luckily have enough time to play around with things. Thanks, On Fri, Nov 7, 2008 at 11:28 AM, Angelo Turetta [EMAIL PROTECTED][EMAIL PROTECTED] wrote: Joe Mailinglists wrote: Hi Angelo, My name is Krishna...I am subscribed to too many mailing lists, hence a separate email address for every mailing list. Thanks, that's a good habit (look at my address), but I nonetheless like to know who I'm talking to. The name need not be fake, even if the address is. Our primary concern here is the upgrade procedure and of course stability. Will everything magically work from one port to the other? Every upgrade is a sensible operation, no matter how you installed the software. The biggest challenges are upgrades involving DB schema changes, RT is a shining example of how to do it right, but you cannot expect to do such a thing 'magically': based on your business continuity policies, you may even need a test installation to validate the upgrade before deploying it on a production system. The port of rt38 by Philip M. Gollucci is actually the first which seems to allow for a comfortable upgrade to future versions. Can I just download rt38 port from the link you mentioned and install it? Is it stable enough? One of the users was suggesting that I install it from source. What do you suggest? The freebsd port infrastructure is a solid one, and it is one of the few way you have to keep the dependencies sane if you install more than one application per system. I personally don't like to install software from source other than by using a port, but I have to admit that previous versions of the rt port where somewhat unfriendly. The rt38 port is not yet finished, so you should be prepared to some non-pleasant surprise, but it has much more solid structure than previous ones. Only you, based on your expertise with the ports collection, can decide which way to go. If you try the port, please try my patch attached to the PR. Angelo. Thanks, On Fri, Nov 7, 2008 at 10:39 AM, Angelo Turetta [EMAIL PROTECTED][EMAIL PROTECTED] wrote: Joe Mailinglists wrote: 1) We use a FreeBSD system. I see that there is a port available (rt36) for version 3.6 but none for 3.8 yet. Is it ok if I go ahead and install rt36 now and later on upgrade to rt38 whenever it is available? If not, do you suggest that I manually download the latest version of rt3.8.1 and then install it from the source? Which method is safer/easier for upgrades in the long run? There is a port for 3.8.1 in the works, look at http://www.freebsd.org/cgi/query-pr.cgi?pr=ports/125745 (check all replies), and the user's work space at http://people.freebsd.org/~pgollucci/rt38http://people.freebsd.org/%7Epgollucci/rt38 The port is really well thought, and for the first time it will be possible to pre-package rt. Unluckily Philip seems to have vanished for the last two months, and the work on it has stopped. I may send you an updated shar if you whish. 3) I've been reading that RT is memory intensive. Is 2 GB enough? This machine also runs the DHCP server. Do you guys recommend to have a separate system for RT? If you need a high-performance system you'd sure need to consider a DB server optimization (including cache memory etc..), but I don't think the web application is inherently memory intensive. I hope these questions belong to this list. Yes, they do. Eventually, you may consider posting using your real name :) Angelo. ___ 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] New user considering to use RT + FreeBSD port for 3.8
Joe Mailinglists wrote: Hi Angelo, My name is Krishna...I am subscribed to too many mailing lists, hence a separate email address for every mailing list. Thanks, that's a good habit (look at my address), but I nonetheless like to know who I'm talking to. The name need not be fake, even if the address is. Our primary concern here is the upgrade procedure and of course stability. Will everything magically work from one port to the other? Every upgrade is a sensible operation, no matter how you installed the software. The biggest challenges are upgrades involving DB schema changes, RT is a shining example of how to do it right, but you cannot expect to do such a thing 'magically': based on your business continuity policies, you may even need a test installation to validate the upgrade before deploying it on a production system. The port of rt38 by Philip M. Gollucci is actually the first which seems to allow for a comfortable upgrade to future versions. Can I just download rt38 port from the link you mentioned and install it? Is it stable enough? One of the users was suggesting that I install it from source. What do you suggest? The freebsd port infrastructure is a solid one, and it is one of the few way you have to keep the dependencies sane if you install more than one application per system. I personally don't like to install software from source other than by using a port, but I have to admit that previous versions of the rt port where somewhat unfriendly. The rt38 port is not yet finished, so you should be prepared to some non-pleasant surprise, but it has much more solid structure than previous ones. Only you, based on your expertise with the ports collection, can decide which way to go. If you try the port, please try my patch attached to the PR. Angelo. Thanks, On Fri, Nov 7, 2008 at 10:39 AM, Angelo Turetta [EMAIL PROTECTED] wrote: Joe Mailinglists wrote: 1) We use a FreeBSD system. I see that there is a port available (rt36) for version 3.6 but none for 3.8 yet. Is it ok if I go ahead and install rt36 now and later on upgrade to rt38 whenever it is available? If not, do you suggest that I manually download the latest version of rt3.8.1 and then install it from the source? Which method is safer/easier for upgrades in the long run? There is a port for 3.8.1 in the works, look at http://www.freebsd.org/cgi/query-pr.cgi?pr=ports/125745 (check all replies), and the user's work space at http://people.freebsd.org/~pgollucci/rt38 The port is really well thought, and for the first time it will be possible to pre-package rt. Unluckily Philip seems to have vanished for the last two months, and the work on it has stopped. I may send you an updated shar if you whish. 3) I've been reading that RT is memory intensive. Is 2 GB enough? This machine also runs the DHCP server. Do you guys recommend to have a separate system for RT? If you need a high-performance system you'd sure need to consider a DB server optimization (including cache memory etc..), but I don't think the web application is inherently memory intensive. I hope these questions belong to this list. Yes, they do. Eventually, you may consider posting using your real name :) Angelo. ___ 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] OnCreateAutoReplyException
Allan Eising wrote: Hi, I've fixed the problem myself. Please disregard this mail. Could you tell us what the problem/fix was for the benefit of others who may want to use this scrip? -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.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] New Ticket creation screen question
Emmanuel, That's really good news. I'd rather wait until we upgrade than to mess around in the code. Thanks for the info. Kenn LBNL On 11/7/2008 12:34 AM, Emmanuel Lacour wrote: On Thu, Nov 06, 2008 at 10:24:38AM -0800, Kenneth Crocker wrote: To List, I have a user that wants to know if I can change RT to allow that last Queue Selection from the New Ticket option (in the upper right hand of the screen) to STAY as last selected until changed. Her reason is that just because she is allowed to create tickets in 10 different Queues, doesn't mean she wants to keep dropping down to the bottom to select the SAME queue over and over. HHHMM. Did I say that right? Let's try again. When she has to create many tickets in a row in the same queue, she would like the last queue selection from the dropdown to remain as the selection until changed. Is there a way to do that? Anyone?? Thanks in advance. In 3.8.1, the default queue displayed here is configurable site wide and in user preferences, this could help this user maybe. ___ 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] New user considering to use RT + FreeBSD port for 3.8
Angelo Turetta wrote: Joe Mailinglists wrote: Angelo, can you please send me the updated shar if it is different from the one available at http://people.freebsd.org/~pgollucci/rt38 I want to try it on a test system before I try to install it from source. I luckily have enough time to play around with things. Here it is, along with a sample RT configuration (please review it, don't blame me for any security issue :-). Ah, from the port messages it's not clear how to initialize the database after setup, here is the command line I used for my PostGreSQL DB: rt-setup-database --action init --dba postgres --prompt-for-dba-password --datadir /usr/local/etc/rt38/ HTH, Angelo. ___ 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 3.8.1 merged tickets slow
congratulations Thomas, this was the problem! RT is humming along nicely now. ill add this under performance tips in the wiki :) John Roman Lexmark Intl. - Original Message - From: Knaupp, Thomas [EMAIL PROTECTED] Date: Friday, November 7, 2008 7:36 Subject: Re: [rt-users] RT 3.8.1 merged tickets slow To: 'JOHN ROMAN' [EMAIL PROTECTED], rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Hi John, im using RT 3.8.1, and have googled this issue extensively to no avail. RT 3.8.1 migrated from 3.4.5 mysql 5 upgraded from mysql4 with both the RT updates as well as the UPDATE.mysql schema updates applied apache 2.x loading a merged ticket takes on the order of 1-2 minutes in some cases. often times fetching a merged ticket results in an apache timeout while waiting on the script. Maybe it's this: RT tries to write hundreds of messages to syslog when opening merged tickets ... Try to decrease that using Set($LogToSyslog , 'info'); in RT_SiteConfig.pm -- See http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=498692 Regards, Tom -- Schwarz Computer Systeme GmbH Altenhofweg 2a 92318 Neumarkt http://www.schwarz.de ___ Geschaeftsfuehrer: Manfred Schwarz Sitz der Gesellschaft: Neumarkt i.d.Opf. Registergericht: AG Nuernberg, HRB 11908 ___ Diese eMail enthaelt moeglicherweise vertrauliche und/oder rechtlich geschuetzte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese eMail irrtuemlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese eMail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail ist nicht gestattet. This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the material in this email is strictly forbidden. ___ 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 unification (merging multiple RT instances)
Hi Stephen; Thanks for your response. Within my sub-organization, there were recently four distinct RTs running in various departments. We're making an effort to unify these. So far, departments have been willing to abandon their ticket databases to move. This is no longer the case. So, I'm looking at unifying two separate RTs by merging their data. We need a script that could migrate tickets from one RT to another without losing data. I'm curious - are all the RTs the same version? And how are you going to deal with overlapping ticket numbers? Yeah. The RT's all the same version, that's the easy part. Overlapping tickets id (and attachments ids and transaction ids and user ids and ...) is /the/ problem. Otherwise, it'd be a relatively simple sql insert dump. To add insult to injury, we need to track ticket numbers that get changed, such that urls to the old RT can be translated to their location in the new RT via a custom web script. Once someone had figured out how to use the API, I don't /think/ that this would be such a difficult thing: 1) Get all queues, tickets, transactions, attachments, users, etc from old RT. Stores these in a perl structure. 2) Switch connections to the new RT. 3) Loop through all of the above objects, inserting and modifying. My essential question is: Is anyone willing to share code that does something like this? Even just examples of actually using the API would, imho, be incredibly useful to the community. Much Thanks, Isaac Vetter smime.p7s Description: S/MIME cryptographic signature ___ 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] Do NOT use v0.06x of RT::Authen::ExternalAuth
I know it has been said in other posts, but I wanted to make a clear statement to the mailing lists that at NO time should people use any of the following versions of RT::Authen::ExternalAuth - 0.06_01 0.06_02 0.06_03 0.06 If you use them you risk corrupting the User information in your RT database. Anyone who is already using one of those versions should *immediately* upgrade to v0.07_01 which is already available on CPAN and has been posted to the mailing list as an attachment last night: http://search.cpan.org/~zordrak. Anyone using 0.05 with RT-3.6.x should remain on 0.05 for the time being as it is perfectly compatible with RT-3.6.x - the more recent versions are for RT-3.8.x compatibility and refactoring for future development Anyone using a modified version of 0.05 with RT-3.8.x should wait for the release of v0.07 at which point I'm confident we will have a proper production version everyone can jump on. Other than that, anyone who would like to help test 0.07_01 for any remaining issues before it's released as 0.07 is more than welcome. The more thoroughly it gets tested the better 0.07 is going to be. For anyone concerned, I am personally running 0.07_01 in a production environment and haven't had any issues yet. Thanks all. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.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] CALLING EXTERNALAUTH TESTERS - v0.07_01 now available.
Mike thank you very much for working so hard on this issue.
I am happy to report that the new version does now work for SelfService
(for me)
Just an FYI for others stuck authenticating against Novell eDir and
using the lame non-password ldap_proxy accounts I had to make the
changes you were thinking about (sorry for the lack of a proper diff file):
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm
455 # Authenticate to ldap server with user name and password if
supplied
456 # If no password supplied to not pass a null or bind anonymously
if noting was supplied
457 if (($ldap_user) and ($ldap_pass)) {
458 $msg = $ldap-bind($ldap_user, password = $ldap_pass);
459 } elsif (($ldap_user) and ( ! $ldap_pass)) {
460 $msg = $ldap-bind($ldap_user);
461 } else {
462 $msg = $ldap-bind;
463 }
RHEL5
RT 3.8.1
ExternalAuth 0.0.7_01
CookieAuth
EmailCompletion
--
*
John McCoy, Jr
Sr. Systems and Network Administrator
Enterprise Technology Services
Golden Gate University
415-442-6560
*
___
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Commercial support: [EMAIL PROTECTED]
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[rt-users] Remove starts date
I know this sounds silly - but how do I remove a date? We are going to be using the starts field as a next action field, so we need the ability to remove a date after it has been set. Thanks Matt ___ 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] Optimising for low bandwidth
On Fri, Nov 07, 2008 at 10:48:34AM +0100, Torsten Brumm wrote: Hi Richard, not done this till now, but i think if you strip up the css this will offer you a better performance. But not sure if someone else did this already. RT already concatenate css in to one css file with CSS::Squish. It doesn't compact them thought. Quote from CSS::Squish README: --- It is possible that feature versions will include methods to compact whitespace and other parts of the CSS itself, but this functionality is not supported at the current time. --- ___ 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] AssetTracker crashes loading asset
The queries would execute fine, the problem at least in my case is it tries to load the whole result set into memory causing oom-killer to go on rampage. Apache will peak out, to sort of help this situation I added a mem limit to the fastcgi handler which will basically die before things get really ugly. I'm able to see this query in the log, it has no limit clause so it really is getting everything. While doing a form of debug/trace on the apache/handler I'm also able to see it trying to load the full row times search results (table.*) into memory. This is all on a ticket display from a large search result. So unless you are loading it in memory as opposed to say a shell client output you won't run into memory problems. Best of luck with your situation, I have not been able to get any confirmation until now with you. I've produced somewhat detailed bug report but it appears to be somewhat isolated.. people with low tickets will never run into this problem. Curtis John wrote: curtis: ive played around re-executing the mysql queries related to the RT crash, and to no avail. they execute just fine. could this perhaps be a syslog issue like in RT? is there a seperate control for syslogging in AT? On Fri, 7 Nov 2008, Curtis Bruneau wrote: Date: Fri, 07 Nov 2008 10:43:48 -0500 From: Curtis Bruneau [EMAIL PROTECTED] To: John [EMAIL PROTECTED], rt-users@lists.bestpractical.com Subject: Re: [rt-users] AssetTracker crashes loading asset Sounds exactly like the issue I have, I think something is trying to get all those records, I tried to trace it but with no luck, I think it may be related to the back/next links on the ticket display page. It's checking each record for something, This is ok with small results but crashes with large sets. I really wish I could figure this one out, I get the occasional 500 and users are made aware to keep search results smaller. In my testing this affected 3.4.x 3.6.x and 3.8.x John wrote: well, just as i thought the RT slowness issue had been resolved, assettracker is now dying when loading a ticket out of a large list. example: clicking all assets enumerates a 9000 row list fine, but clicking on any element in the list will crunch for a while then die with a 500 error. smaller lists with say 1000-3000 rows are sluggish when loading an asset from the list, but succeed. [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org ___ 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 [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org ___ 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 3.8.1 Logged out on Search
what version are you migrating from? im certain UPGRADING.mysql applies... it says at line 13/14: If you're upgrading RT from versions prior to 3.8.0 then you MUST follow instructions below. On Fri, 7 Nov 2008, Bryan McLellan wrote: Date: Fri, 7 Nov 2008 09:49:43 -0800 From: Bryan McLellan [EMAIL PROTECTED] To: JOHN ROMAN [EMAIL PROTECTED] Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT 3.8.1 Logged out on Search On Fri, Nov 7, 2008 at 4:03 AM, JOHN ROMAN [EMAIL PROTECTED] wrote: this should be an easy fix that has to do with differences in the RT database you migrated from versus the one you use in 3.8.1. you'll need to follow these steps 1. export the database from your old RT 2. update the schema using the information contained in the UPGRADING.mysql file 3. update the RT databases using the normal scripts contained in README I ran [1] per the README during the upgrade, it all went slick. The original install of this RT instance was on Debian etch, so it's always been in mysql = 5 so UPGRADING.mysql doesn't apply. Per Mike Peachy's recent post [2] about not running RT-Authen-ExternalAuth-0.06x, I just got the latest version of 0.07_01 from CPAN here [3], as it wasn't listed in the available versions for download, nor was it on CPAN when I installed on Wednesday. Installing this did not correct the logged out on searches problem however. Bryan [1] /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade [2] http://www.gossamer-threads.com/lists/rt/users/80097 [3] http://mirrors.gossamer-threads.com/CPAN/authors/id/Z/ZO/ZORDRAK/RT-Authen-ExternalAuth-0.07_01.tar.gz ___ 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 [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org ___ 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] CALLING EXTERNALAUTH TESTERS - v0.07_01 now available.
John McCoy wrote:
Mike thank you very much for working so hard on this issue.
I am happy to report that the new version does now work for SelfService
(for me)
Just an FYI for others stuck authenticating against Novell eDir and
using the lame non-password ldap_proxy accounts I had to make the
changes you were thinking about (sorry for the lack of a proper diff file):
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm
455 # Authenticate to ldap server with user name and password if
supplied
456 # If no password supplied to not pass a null or bind anonymously
if noting was supplied
457 if (($ldap_user) and ($ldap_pass)) {
458 $msg = $ldap-bind($ldap_user, password = $ldap_pass);
459 } elsif (($ldap_user) and ( ! $ldap_pass)) {
460 $msg = $ldap-bind($ldap_user);
461 } else {
462 $msg = $ldap-bind;
463 }
I have committed this change to trunk. When 0.07 comes out as a ratified
version, this will be included.
--
Kind Regards,
__
Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.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] AssetTracker crashes loading asset
not certain it makes much sense...ive never had this problem in rt 3.4.5 with at 1.2.3.. On Fri, 7 Nov 2008, Curtis Bruneau wrote: Date: Fri, 07 Nov 2008 12:52:04 -0500 From: Curtis Bruneau [EMAIL PROTECTED] To: John [EMAIL PROTECTED], rt-users@lists.bestpractical.com Subject: Re: [rt-users] AssetTracker crashes loading asset The queries would execute fine, the problem at least in my case is it tries to load the whole result set into memory causing oom-killer to go on rampage. Apache will peak out, to sort of help this situation I added a mem limit to the fastcgi handler which will basically die before things get really ugly. I'm able to see this query in the log, it has no limit clause so it really is getting everything. While doing a form of debug/trace on the apache/handler I'm also able to see it trying to load the full row times search results (table.*) into memory. This is all on a ticket display from a large search result. So unless you are loading it in memory as opposed to say a shell client output you won't run into memory problems. Best of luck with your situation, I have not been able to get any confirmation until now with you. I've produced somewhat detailed bug report but it appears to be somewhat isolated.. people with low tickets will never run into this problem. Curtis John wrote: curtis: ive played around re-executing the mysql queries related to the RT crash, and to no avail. they execute just fine. could this perhaps be a syslog issue like in RT? is there a seperate control for syslogging in AT? On Fri, 7 Nov 2008, Curtis Bruneau wrote: Date: Fri, 07 Nov 2008 10:43:48 -0500 From: Curtis Bruneau [EMAIL PROTECTED] To: John [EMAIL PROTECTED], rt-users@lists.bestpractical.com Subject: Re: [rt-users] AssetTracker crashes loading asset Sounds exactly like the issue I have, I think something is trying to get all those records, I tried to trace it but with no luck, I think it may be related to the back/next links on the ticket display page. It's checking each record for something, This is ok with small results but crashes with large sets. I really wish I could figure this one out, I get the occasional 500 and users are made aware to keep search results smaller. In my testing this affected 3.4.x 3.6.x and 3.8.x John wrote: well, just as i thought the RT slowness issue had been resolved, assettracker is now dying when loading a ticket out of a large list. example: clicking all assets enumerates a 9000 row list fine, but clicking on any element in the list will crunch for a while then die with a 500 error. smaller lists with say 1000-3000 rows are sluggish when loading an asset from the list, but succeed. [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org ___ 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 [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org ___ 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] AssetTracker crashes loading asset
While my issue is not related to asset tracker, the behavior sounds identical. It seems to be related to how RT handles search and display, the only thing I can think of is the menu on the left, It has to determine the first and last record and also next and prev, I think it's doing a full scan to figure it out.. pretty intensive operation, It would be better if it didn't have to deal with table.* and say only table.ticketid. First Prev #12345 Next Last Sorry for the confusion, could just be a coincidence. Curtis John wrote: not certain it makes much sense...ive never had this problem in rt 3.4.5 with at 1.2.3.. On Fri, 7 Nov 2008, Curtis Bruneau wrote: Date: Fri, 07 Nov 2008 12:52:04 -0500 From: Curtis Bruneau [EMAIL PROTECTED] To: John [EMAIL PROTECTED], rt-users@lists.bestpractical.com Subject: Re: [rt-users] AssetTracker crashes loading asset The queries would execute fine, the problem at least in my case is it tries to load the whole result set into memory causing oom-killer to go on rampage. Apache will peak out, to sort of help this situation I added a mem limit to the fastcgi handler which will basically die before things get really ugly. I'm able to see this query in the log, it has no limit clause so it really is getting everything. While doing a form of debug/trace on the apache/handler I'm also able to see it trying to load the full row times search results (table.*) into memory. This is all on a ticket display from a large search result. So unless you are loading it in memory as opposed to say a shell client output you won't run into memory problems. Best of luck with your situation, I have not been able to get any confirmation until now with you. I've produced somewhat detailed bug report but it appears to be somewhat isolated.. people with low tickets will never run into this problem. Curtis John wrote: curtis: ive played around re-executing the mysql queries related to the RT crash, and to no avail. they execute just fine. could this perhaps be a syslog issue like in RT? is there a seperate control for syslogging in AT? On Fri, 7 Nov 2008, Curtis Bruneau wrote: Date: Fri, 07 Nov 2008 10:43:48 -0500 From: Curtis Bruneau [EMAIL PROTECTED] To: John [EMAIL PROTECTED], rt-users@lists.bestpractical.com Subject: Re: [rt-users] AssetTracker crashes loading asset Sounds exactly like the issue I have, I think something is trying to get all those records, I tried to trace it but with no luck, I think it may be related to the back/next links on the ticket display page. It's checking each record for something, This is ok with small results but crashes with large sets. I really wish I could figure this one out, I get the occasional 500 and users are made aware to keep search results smaller. In my testing this affected 3.4.x 3.6.x and 3.8.x John wrote: well, just as i thought the RT slowness issue had been resolved, assettracker is now dying when loading a ticket out of a large list. example: clicking all assets enumerates a 9000 row list fine, but clicking on any element in the list will crunch for a while then die with a 500 error. smaller lists with say 1000-3000 rows are sluggish when loading an asset from the list, but succeed. [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org ___ 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 [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org ___ 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] CALLING EXTERNALAUTH TESTERS - v0.07_01 now available.
I do have an additional issue now that I have had a few more testers try this: Most of our non-privileged users do already exist in RT as they have been auto added when the were added as requesters on a ticket, this has created their accounts as such: Username: [EMAIL PROTECTED] Email: [EMAIL PROTECTED] Real Name: [EMAIL PROTECTED] I think this is causing a problem for ExternalAuth as it tries to create a new user with Username: user but then fails as the email address is already in use. I did a query and I have several hundred uses like this, I am upgrading from 3.6.6 FYI. I'm thinking it might be best to create some sql to remove the @ggu.edu from all user names rather then try to modify the add user code to look for both user and [EMAIL PROTECTED] Thoughts anyone? LOG: [Fri Nov 7 18:16:35 2008] [debug]: UserExists params: username: fmulder , service: camstr (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:271) [Fri Nov 7 18:16:35 2008] [debug]: LDAP Search === Base: o=ggu == Filter: ((objectClass=Person)(cn=fmulder)) == Attrs: ,fullName,,mail,cntelephoneNumber,cn,ou,cn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:301) [Fri Nov 7 18:16:35 2008] [debug]: RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm 87 with: Disabled: 0, EmailAddress: , Gecos: fmulder, Name: fmulder, Privileged: 0 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:257) [Fri Nov 7 18:16:35 2008] [debug]: Attempting to get user info using this external service: camstr (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:265) [Fri Nov 7 18:16:35 2008] [debug]: Attempting to use this canonicalization key: Name (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:274) [Fri Nov 7 18:16:35 2008] [debug]: LDAP Search === Base: o=ggu == Filter: ((objectClass=Person)(cn=fmulder)) == Attrs: ,fullName,,mail,cntelephoneNumber,cn,ou,cn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:192) [Fri Nov 7 18:16:35 2008] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , City: , Country: , Disabled: 0, EmailAddress: [EMAIL PROTECTED], ExternalAuthId: fmulder, Gecos: fmulder, Name: fmulder, Organization: Enterprise Technology Services, Privileged: 0, RealName: Fox Mulder, State: , WorkPhone: 415-442-7231, Zip: (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:338) [Fri Nov 7 18:16:35 2008] [error]: Couldn't create user fmulder: Email address in use (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:47) [Fri Nov 7 18:16:35 2008] [error]: FAILED LOGIN for fmulder from 10.3.32.51 (/opt/rt3/share/html/autohandler:265) -- * John McCoy, Jr Sr. Systems and Network Administrator Enterprise Technology Services Golden Gate University 415-442-6560 * ___ 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] Remove starts date
On Fri, Nov 07, 2008 at 09:35:44AM -0800, Matt Hoover wrote: I know this sounds silly - but how do I remove a date? We are going to be using the starts field as a next action field, so we need the ability to remove a date after it has been set. Enter a white space, the submit. ___ 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 3.8.1 Logged out on Search
On Fri, Nov 7, 2008 at 4:03 AM, JOHN ROMAN [EMAIL PROTECTED] wrote: this should be an easy fix that has to do with differences in the RT database you migrated from versus the one you use in 3.8.1. you'll need to follow these steps 1. export the database from your old RT 2. update the schema using the information contained in the UPGRADING.mysql file 3. update the RT databases using the normal scripts contained in README I ran [1] per the README during the upgrade, it all went slick. The original install of this RT instance was on Debian etch, so it's always been in mysql = 5 so UPGRADING.mysql doesn't apply. Per Mike Peachy's recent post [2] about not running RT-Authen-ExternalAuth-0.06x, I just got the latest version of 0.07_01 from CPAN here [3], as it wasn't listed in the available versions for download, nor was it on CPAN when I installed on Wednesday. Installing this did not correct the logged out on searches problem however. Bryan [1] /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade [2] http://www.gossamer-threads.com/lists/rt/users/80097 [3] http://mirrors.gossamer-threads.com/CPAN/authors/id/Z/ZO/ZORDRAK/RT-Authen-ExternalAuth-0.07_01.tar.gz ___ 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] Authen::ExternalAuth and SelfService
John McCoy, Jr wrote: I have been setting up RT 3.8.1 on RHEL5 with v0.06_02 this is working fine for privileged user login. However I get no log entries for it even being tried when a user tries to login to SelfService. I'm hoping I've just missed some easy config setting for this. Thanks all and mucho thanks to Mike P for this great module. I'm afraid my only immediate answer is to upgrade to 0.07_01. It may still have some bugs in it, but as of yesterday 0.06 and all related development builds should be considered *do not use* and will not be supported. In fact it's possible they have actually be breaking databases when autocreating users. If the problem still occurs with 0.07_01, post some debug log examples and I'll see what I can do. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.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] CALLING EXTERNALAUTH TESTERS - v0.07_01 now available.
John McCoy wrote: I do have an additional issue now that I have had a few more testers try this: Most of our non-privileged users do already exist in RT as they have been auto added when the were added as requesters on a ticket, this has created their accounts as such: Username: [EMAIL PROTECTED] Email: [EMAIL PROTECTED] Real Name: [EMAIL PROTECTED] I think this is causing a problem for ExternalAuth as it tries to create a new user with Username: user but then fails as the email address is already in use. I did a query and I have several hundred uses like this, I am upgrading from 3.6.6 FYI. I'm thinking it might be best to create some sql to remove the @ggu.edu from all user names rather then try to modify the add user code to look for both user and [EMAIL PROTECTED] Thoughts anyone? This has always been a difficult one. I *could* have it like this: Lookup user, load user info, check e-mail address, if address in use, overwrite previous user with new details - but this could cause some serious issues. As you suggest, it may simply be better to leave it to the individual administrator to decide whether to clean up the users database as each one comes up or via a scripted change. Since ExternalAuth has been refactored, I could add an Overlay to have ExternalAuth checked for info when a user is auto-created by e-mail and have the info loaded then. It wouldn't help past users, but would help future users that start by e-mail and then login. I could have it periodically do a complete pull from LDAP and create users in RT for all users in LDAP, but that could complicate things later on for certain users. As I said, I'm really not sure how best to deal with it. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.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] AssetTracker crashes loading asset
hrm...i just pulled in a list of 47,000 RT tickets and was able to load a single ticket after a time of about 20 seconds...seemed normal. have you tried Set($LogToSyslog , 'alert'); as a solution? this seems isolated to assettracker...i think... On Fri, 7 Nov 2008, Curtis Bruneau wrote: Date: Fri, 07 Nov 2008 13:12:53 -0500 From: Curtis Bruneau [EMAIL PROTECTED] To: John [EMAIL PROTECTED], rt-users@lists.bestpractical.com Subject: Re: [rt-users] AssetTracker crashes loading asset While my issue is not related to asset tracker, the behavior sounds identical. It seems to be related to how RT handles search and display, the only thing I can think of is the menu on the left, It has to determine the first and last record and also next and prev, I think it's doing a full scan to figure it out.. pretty intensive operation, It would be better if it didn't have to deal with table.* and say only table.ticketid. First Prev #12345 Next Last Sorry for the confusion, could just be a coincidence. Curtis John wrote: not certain it makes much sense...ive never had this problem in rt 3.4.5 with at 1.2.3.. On Fri, 7 Nov 2008, Curtis Bruneau wrote: Date: Fri, 07 Nov 2008 12:52:04 -0500 From: Curtis Bruneau [EMAIL PROTECTED] To: John [EMAIL PROTECTED], rt-users@lists.bestpractical.com Subject: Re: [rt-users] AssetTracker crashes loading asset The queries would execute fine, the problem at least in my case is it tries to load the whole result set into memory causing oom-killer to go on rampage. Apache will peak out, to sort of help this situation I added a mem limit to the fastcgi handler which will basically die before things get really ugly. I'm able to see this query in the log, it has no limit clause so it really is getting everything. While doing a form of debug/trace on the apache/handler I'm also able to see it trying to load the full row times search results (table.*) into memory. This is all on a ticket display from a large search result. So unless you are loading it in memory as opposed to say a shell client output you won't run into memory problems. Best of luck with your situation, I have not been able to get any confirmation until now with you. I've produced somewhat detailed bug report but it appears to be somewhat isolated.. people with low tickets will never run into this problem. Curtis John wrote: curtis: ive played around re-executing the mysql queries related to the RT crash, and to no avail. they execute just fine. could this perhaps be a syslog issue like in RT? is there a seperate control for syslogging in AT? On Fri, 7 Nov 2008, Curtis Bruneau wrote: Date: Fri, 07 Nov 2008 10:43:48 -0500 From: Curtis Bruneau [EMAIL PROTECTED] To: John [EMAIL PROTECTED], rt-users@lists.bestpractical.com Subject: Re: [rt-users] AssetTracker crashes loading asset Sounds exactly like the issue I have, I think something is trying to get all those records, I tried to trace it but with no luck, I think it may be related to the back/next links on the ticket display page. It's checking each record for something, This is ok with small results but crashes with large sets. I really wish I could figure this one out, I get the occasional 500 and users are made aware to keep search results smaller. In my testing this affected 3.4.x 3.6.x and 3.8.x John wrote: well, just as i thought the RT slowness issue had been resolved, assettracker is now dying when loading a ticket out of a large list. example: clicking all assets enumerates a 9000 row list fine, but clicking on any element in the list will crunch for a while then die with a 500 error. smaller lists with say 1000-3000 rows are sluggish when loading an asset from the list, but succeed. [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org ___ 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 [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org ___ 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] AssetTracker crashes loading asset
That's around near the limit of what I can pull in. While you are probably right with it being isolated, 20 seconds does seem a little suspect. I'm curious how much memory is being used during that call. We have a lot of attachments which makes each record rather large at times. If you do end up finding a solution to your problem I'm curious to hear it. John wrote: hrm...i just pulled in a list of 47,000 RT tickets and was able to load a single ticket after a time of about 20 seconds...seemed normal. have you tried Set($LogToSyslog , 'alert'); as a solution? this seems isolated to assettracker...i think... On Fri, 7 Nov 2008, Curtis Bruneau wrote: Date: Fri, 07 Nov 2008 13:12:53 -0500 From: Curtis Bruneau [EMAIL PROTECTED] To: John [EMAIL PROTECTED], rt-users@lists.bestpractical.com Subject: Re: [rt-users] AssetTracker crashes loading asset While my issue is not related to asset tracker, the behavior sounds identical. It seems to be related to how RT handles search and display, the only thing I can think of is the menu on the left, It has to determine the first and last record and also next and prev, I think it's doing a full scan to figure it out.. pretty intensive operation, It would be better if it didn't have to deal with table.* and say only table.ticketid. First Prev #12345 Next Last Sorry for the confusion, could just be a coincidence. Curtis John wrote: not certain it makes much sense...ive never had this problem in rt 3.4.5 with at 1.2.3.. On Fri, 7 Nov 2008, Curtis Bruneau wrote: Date: Fri, 07 Nov 2008 12:52:04 -0500 From: Curtis Bruneau [EMAIL PROTECTED] To: John [EMAIL PROTECTED], rt-users@lists.bestpractical.com Subject: Re: [rt-users] AssetTracker crashes loading asset The queries would execute fine, the problem at least in my case is it tries to load the whole result set into memory causing oom-killer to go on rampage. Apache will peak out, to sort of help this situation I added a mem limit to the fastcgi handler which will basically die before things get really ugly. I'm able to see this query in the log, it has no limit clause so it really is getting everything. While doing a form of debug/trace on the apache/handler I'm also able to see it trying to load the full row times search results (table.*) into memory. This is all on a ticket display from a large search result. So unless you are loading it in memory as opposed to say a shell client output you won't run into memory problems. Best of luck with your situation, I have not been able to get any confirmation until now with you. I've produced somewhat detailed bug report but it appears to be somewhat isolated.. people with low tickets will never run into this problem. Curtis John wrote: curtis: ive played around re-executing the mysql queries related to the RT crash, and to no avail. they execute just fine. could this perhaps be a syslog issue like in RT? is there a seperate control for syslogging in AT? On Fri, 7 Nov 2008, Curtis Bruneau wrote: Date: Fri, 07 Nov 2008 10:43:48 -0500 From: Curtis Bruneau [EMAIL PROTECTED] To: John [EMAIL PROTECTED], rt-users@lists.bestpractical.com Subject: Re: [rt-users] AssetTracker crashes loading asset Sounds exactly like the issue I have, I think something is trying to get all those records, I tried to trace it but with no luck, I think it may be related to the back/next links on the ticket display page. It's checking each record for something, This is ok with small results but crashes with large sets. I really wish I could figure this one out, I get the occasional 500 and users are made aware to keep search results smaller. In my testing this affected 3.4.x 3.6.x and 3.8.x John wrote: well, just as i thought the RT slowness issue had been resolved, assettracker is now dying when loading a ticket out of a large list. example: clicking all assets enumerates a 9000 row list fine, but clicking on any element in the list will crunch for a while then die with a 500 error. smaller lists with say 1000-3000 rows are sluggish when loading an asset from the list, but succeed. [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org ___ 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 [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com
[rt-users] [SOLVED] Re: RT 3.8.1 Logged out on Search
On Fri, Nov 7, 2008 at 9:55 AM, John [EMAIL PROTECTED] wrote: what version are you migrating from? im certain UPGRADING.mysql applies... it says at line 13/14: If you're upgrading RT from versions prior to 3.8.0 then you MUST follow instructions below. Thanks John, I missed that RT wasn't using the collation when it originally created the database, despite the database version. Updating the database collation and restarting apache appears to have corrected the problem while searching. Since my mysql server was on another host, I copied schema.mysql-4.0-4.1.pl to that host and ran: perl schema.mysql-4.0-4.1.pl rtdb root sql.rtdb mysql -u root rtdb sql.rtdb ___ 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] CALLING EXTERNALAUTH TESTERS - v0.07_01 nowavailable.
Completely new install on a clean box, I'm afraid. No prior versions of anything. Of course, this means I don't know if I have a properly-working setup. Before attempting this, I COULD log in cleanly with no issues as the local RT root user, and the DB seems correct, so that much at least I did right. Just in case, I took out the RT-Authen-ExternalAuth dir in plugins, and remade / installed 07_1. I am still getting Undefined subroutine RT::Authen::ExternalAuth::UserExists called at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAut h/autohandler/Auth line 39. And nothing illuminating in my logs, despite debug level. In fact, just now, on login attempt with the above result, I see no additional log entries at all: most recent is from yesterday's attempts at this. I hate to take up time when you're trying to debug this release since I suspect a basic misconfig on my part. I'm attaching my SiteConfig, the only change in it being neutered passwords: feel free to send me a virtual slap if I've done something dumb. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike Peachey Sent: Friday, November 07, 2008 9:41 AM To: Robert Munsch Cc: RT Users Subject: Re: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 nowavailable. Robert Munsch wrote: Quick question: if I try the new .07_1, and get this on login (whether as root or as a user in AD): Undefined subroutine RT::Authen::ExternalAuth::UserExists called at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAut h/autohandler/Auth line 39, line 323. Did you previously have 0.05 installed? If so.. look for a file called ExternalAuth.om in local/lib/RT/Authen, If it's there - delete it. Also, local/lib/RT/User_Vendor.pm. Both are remnants of 0.05 which, if present, may override the correct ones in local/plugins. Unfortuantely, 0.07_01 will not cleanly install over 0.05, you have to extract 0.05 manually first. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __ RT_SiteConfig.pm Description: RT_SiteConfig.pm ___ 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] Mandatory custom field
Will be fixed in 3.8.2 and 3.6.8 - patches are in the repo. On Tue, Aug 19, 2008 at 1:53 PM, Monti gmail [EMAIL PROTECTED] wrote: Hi, I added a new custom field named Severiy with Type Select one value and Validatione = Mandatory. I want SelfService ticktes to be filled with the mandatory new custom filed but it is not the case. New ticket could be open without providing a value for my new custom field. is there a way to force mandatory filed in ticket creation? thanks, Motti. ___ 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
[rt-users] RT installation from source on Ubuntu using nginx fastcgi
I've been working through the available resources and am unable to get this configuration working: ubuntu 8.10 nginx 0.6.32 from source rt 3,8,1 from source I am able to get rt installed according to the docs. I'm having trouble figuring out the init.d script to get fastcgi running and also the site config file for nginx with fastcgi. Can anyone point me to some 'how-to' resources for this configuration? Any help would be really appreciated. Thanks. Jim ___ 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] CALLING EXTERNALAUTH TESTERS - v0.07_01 nowavailable.
On Nov 7, 2008, at 6:45 PM, Robert Munsch wrote: Completely new install on a clean box, I'm afraid. No prior versions of anything. Of course, this means I don't know if I have a properly-working setup. Before attempting this, I COULD log in cleanly with no issues as the local RT root user, and the DB seems correct, so that much at least I did right. Just in case, I took out the RT-Authen-ExternalAuth dir in plugins, and remade / installed 07_1. I am still getting Undefined subroutine RT::Authen::ExternalAuth::UserExists called at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ ExternalAut h/autohandler/Auth line 39. And nothing illuminating in my logs, despite debug level. In fact, just now, on login attempt with the above result, I see no additional log entries at all: most recent is from yesterday's attempts at this. Can you please post the surrounding log. The handler is quite chatty and contains information that might be useful. Also, you haven't said if this error occurs when logging in as the root user, when autocreating a user or when authenticating an existing user or in all three cases. You might want to try, as the user your web server runs as, not root: perl -I/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib - MRT::Authen::ExternalAuth -e1 -kevin I hate to take up time when you're trying to debug this release since I suspect a basic misconfig on my part. I'm attaching my SiteConfig, the only change in it being neutered passwords: feel free to send me a virtual slap if I've done something dumb. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike Peachey Sent: Friday, November 07, 2008 9:41 AM To: Robert Munsch Cc: RT Users Subject: Re: [rt-users] CALLING EXTERNALAUTH TESTERS - v0.07_01 nowavailable. Robert Munsch wrote: Quick question: if I try the new .07_1, and get this on login (whether as root or as a user in AD): Undefined subroutine RT::Authen::ExternalAuth::UserExists called at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ ExternalAut h/autohandler/Auth line 39, line 323. Did you previously have 0.05 installed? If so.. look for a file called ExternalAuth.om in local/lib/RT/Authen, If it's there - delete it. Also, local/lib/RT/User_Vendor.pm. Both are remnants of 0.05 which, if present, may override the correct ones in local/plugins. Unfortuantely, 0.07_01 will not cleanly install over 0.05, you have to extract 0.05 manually first. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __ RT_SiteConfig.pm___ 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] Optimising for low bandwidth
On Fri 7.Nov'08 at 11:56:07 +0300, Woody - Wild Things wrote: Hi all, We use RT 3.8.1 (gentoo,apache2,mod perl) for use with our sales team for Safaris in Tanzania. We have extremely poor internet connectivity from Tanzania (no fibre yet) - our ISP has less transit B/W than most of you have to your homes! and 800ms latency. It is therefore important to us to keep b/w usage to a minimum. If you've every used a 14.4modem, its like that! I have a few ideas to help this and have searched the net without luck. I can code basic perl. First up, you probably want to use mod_gzip. That will be a HUGE improvement for your users and will get a lot more improvement than little content hacks like you've been pondering. Jesse pgpe8fsM1iax0.pgp Description: PGP signature ___ 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
