Re: [rt-users] Query Builder search on Told
Joe- Thanks for the recommendation :) I am pretty familiar with SQL. My question surrounds the RT QUERY BUILDER INTERFACE. I am not able to get these correct sql queries around NULL to work in the query builder. Try what you think will work in query builder. I have not been able to make it work. Trying something like: (except in query builder) SELECT * FROM Tickets WHERE Told IS NULL AND STATUS != 'Resolved' Is there any way to pull this from the Query Builder interface? I would like my users to be able to run this Thanks Matt On Mon, Apr 27, 2009 at 9:17 AM, Jo Rhett jrh...@netconsonance.com wrote: This is a very basic SQL question. You need to go get a good book on SQL. I recommend the pink book. (you'll understand when you see it) To answer your question: IS NULL not = NULL. But please don't take my answer and fail to purchase a good book on SQL. On Apr 24, 2009, at 11:22 PM, Matt Hoover wrote: In query builder - how do I search on dates that are NULL? I have tried Told = NULL and lots of other combinations... We are using RT 3.81 Thanks Matt ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Slow loading of long tickets in 3.6.3
Thanks Ken but I think I'm already doing that in my SkipTransaction
callback:
%init
my $ttype;
$ttype = $Transaction-Type;
$$skip = 1 if (($_SkipSystemMessages) ((($Transaction-Creator
eq 1) ($Transaction-Type ne 'Status') ($Transaction-Type ne
'Comment')) || (($Transaction-Creator eq 177) (($Transaction-Type
ne 'Give') ($Transaction-Type ne 'Correspond'))) || ($Transaction-
Type eq 'CustomField') || ($Transaction-Type eq 'Set'
$Transaction-Field eq 'TimeWorked')) );
my $type = $Transaction-Type;
/%init
I'm basically only showing comment/correspondence and status changes.
I'm not sure I can skip anything else.
So I think I'm going to need to look into ShowTransaction and
ShowTransactionAttachments to see if there are savings to be had. I
only need to save a couple of hundredths of a second per transaction
to make a big difference on the longer tickets.
I'm also looking at moving to 3.8.2, but until I can get one set up to
benchmark against I don't know if it's any faster in this regard.
Cheers,
Justin
On 28 Apr 2009, at 18:54, Kenneth Marshall wrote:
Just looking at what we have:
while ( my $Transaction = $Transactions-Next ) {
my $skip = 0;
$m-comp( '/Elements/Callback',
_CallbackName = 'SkipTransaction',
Transaction = $Transaction,
skip = \$skip,
%ARGS );
next if $skip;
my $transcreator = $Transaction-Creator;
next if ( $transcreator == 1 and $ShowHeaders != 1 ); #
RT_System
next if ( $transcreator == 96711 and $ShowHeaders != 1 ); #
escalate
$i++;
...
I skip all the RT_System transactions unless the full option
is specified. That seemed to make the biggest difference. Everything
else ended up being a micro-optimization at best. As you have noticed,
the key is to reduce the amount of transactions processed completely.
Just nuking the RT_System transactions really helped.
My two cents,
Ken
On Tue, Apr 28, 2009 at 06:29:13PM +0100, Justin Hayes wrote:
I'm already skipping a load of transactions, but there's a minimum
I can
cut down to.
In ShowHistory we have this loop, where all the time goes. I've added
interval logging round the 3 main sections
1) The skip checking
2) The attachment grepping
3) The call to ShowTransaction
while ( my $Transaction = $Transactions-Next ) {
my $t10 = [gettimeofday];
my $skip = 0;
$m-comp( '/Elements/Callback',
_CallbackName = 'SkipTransaction',
Transaction = $Transaction,
skip = \$skip,
%ARGS );
next if $skip;
$i++;
my $elapsed10 = tv_interval ( $t10 );
$RT::Logger-debug(Transaction Loop1 - time taken: $elapsed10);
my @trans_attachments = grep { $_-TransactionId == $Transaction-
Id }
@attachments;
my $trans_content = {};
grep { ($_-TransactionId == $Transaction-Id )
($trans_content-{$_-Id} = $_) } @attachment_content;
$elapsed10 = tv_interval ( $t10 );
$RT::Logger-debug(Transaction Loop2 - time taken: $elapsed10);
#Args is first because we're clobbering the Attachments
parameter
$m-comp( 'ShowTransaction',
%ARGS,
AttachPath = $AttachPath,
UpdatePath = $UpdatePath,
Ticket = $Ticket,
Transaction = $Transaction,
ShowHeaders = $ShowHeaders,
Collapsed= $Collapsed,
RowNum = $i,
EntryNum = ((
$Transaction-Type =~ /^(Create|Correspond|Comment)$/ ) ? (++
$EntryNum) :
),
ShowTitleBarCommands = $ShowTitleBarCommands,
Attachments = \...@trans_attachments,
AttachmentContent= $trans_content,
LastTransaction = $Transactions-IsLast
);
# manually flush the content buffer after each txn, so the user sees
# some update
$m-flush_buffer();
$elapsed10 = tv_interval ( $t10 );
$RT::Logger-debug(Transaction Loop3 - time taken: $elapsed10);
}
We get output like this (time taken to get from the start of the
iteration
to the logging point)
Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.004148
(/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.010705
(/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.048624
(/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.004812
(/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.011379
(/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.024753
Re: [rt-users] Query for Service Downtime
Thanks Tom, but can I integrate the same with my existing RT (3.8.2) environment and how can I do that? Where can I get the official documentation for the Xymon. Regards, Uday -Original Message- From: Tom Lahti [mailto:t...@bitstatement.net] Sent: Tuesday, April 28, 2009 10:24 PM To: Uday Dey Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Query for Service Downtime I was just wondering if I can generate a report for system downtime (i.e. the service names and its corresponding downtime) through query builder. Plan was to give the customer name as input and generate the graph as well as chart where the instance name, service name and the downtime is shown. Any help in this regard is greatly appreciated. xymon (formerly hobbit monitor) makes great availability reports. Not sure how this is a RT question... ? -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- __ DISCLAIMER:The information contained in this message and the attachments (if any) may be privileged and confidential and protected from disclosure. You are hereby notified that any unauthorized use, dissemination, distribution or copying of this communication, review, retransmission, or taking of any action based upon this information, by persons or entities other than the intended recipient, is strictly prohibited. If you are not the intended recipient or an employee or agent responsible for delivering this message, and have received this communication in error, please notify us immediately by replying to the message and kindly delete the original message, attachments, if any, and all its copies from your computer system. Thank you for your cooperation. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Slow loading of long tickets in 3.6.3
Alternatively I might look into only showing say the first 10
transactions and last 30 for tickets with over 100 transactions or
something (numbers are initial guesses).
I could pass a flag into ShowHistory to decide whether or not to do
this (so I can disable it on the full History screen) and then work
out how much to show based on how many transactions the ticket has.
Justin
On 29 Apr 2009, at 07:35, Justin Hayes wrote:
Thanks Ken but I think I'm already doing that in my SkipTransaction
callback:
%init
my $ttype;
$ttype = $Transaction-Type;
$$skip = 1 if (($_SkipSystemMessages) ((($Transaction-Creator
eq 1) ($Transaction-Type ne 'Status') ($Transaction-Type ne
'Comment')) || (($Transaction-Creator eq 177) (($Transaction-Type
ne 'Give') ($Transaction-Type ne 'Correspond'))) || ($Transaction-
Type eq 'CustomField') || ($Transaction-Type eq 'Set'
$Transaction-Field eq 'TimeWorked')) );
my $type = $Transaction-Type;
/%init
I'm basically only showing comment/correspondence and status changes.
I'm not sure I can skip anything else.
So I think I'm going to need to look into ShowTransaction and
ShowTransactionAttachments to see if there are savings to be had. I
only need to save a couple of hundredths of a second per transaction
to make a big difference on the longer tickets.
I'm also looking at moving to 3.8.2, but until I can get one set up to
benchmark against I don't know if it's any faster in this regard.
Cheers,
Justin
On 28 Apr 2009, at 18:54, Kenneth Marshall wrote:
Just looking at what we have:
while ( my $Transaction = $Transactions-Next ) {
my $skip = 0;
$m-comp( '/Elements/Callback',
_CallbackName = 'SkipTransaction',
Transaction = $Transaction,
skip = \$skip,
%ARGS );
next if $skip;
my $transcreator = $Transaction-Creator;
next if ( $transcreator == 1 and $ShowHeaders != 1 ); #
RT_System
next if ( $transcreator == 96711 and $ShowHeaders != 1 ); #
escalate
$i++;
...
I skip all the RT_System transactions unless the full option
is specified. That seemed to make the biggest difference. Everything
else ended up being a micro-optimization at best. As you have
noticed,
the key is to reduce the amount of transactions processed completely.
Just nuking the RT_System transactions really helped.
My two cents,
Ken
On Tue, Apr 28, 2009 at 06:29:13PM +0100, Justin Hayes wrote:
I'm already skipping a load of transactions, but there's a minimum
I can
cut down to.
In ShowHistory we have this loop, where all the time goes. I've
added
interval logging round the 3 main sections
1) The skip checking
2) The attachment grepping
3) The call to ShowTransaction
while ( my $Transaction = $Transactions-Next ) {
my $t10 = [gettimeofday];
my $skip = 0;
$m-comp( '/Elements/Callback',
_CallbackName = 'SkipTransaction',
Transaction = $Transaction,
skip = \$skip,
%ARGS );
next if $skip;
$i++;
my $elapsed10 = tv_interval ( $t10 );
$RT::Logger-debug(Transaction Loop1 - time taken: $elapsed10);
my @trans_attachments = grep { $_-TransactionId == $Transaction-
Id }
@attachments;
my $trans_content = {};
grep { ($_-TransactionId == $Transaction-Id )
($trans_content-{$_-Id} = $_) } @attachment_content;
$elapsed10 = tv_interval ( $t10 );
$RT::Logger-debug(Transaction Loop2 - time taken: $elapsed10);
#Args is first because we're clobbering the Attachments
parameter
$m-comp( 'ShowTransaction',
%ARGS,
AttachPath = $AttachPath,
UpdatePath = $UpdatePath,
Ticket = $Ticket,
Transaction = $Transaction,
ShowHeaders = $ShowHeaders,
Collapsed= $Collapsed,
RowNum = $i,
EntryNum = ((
$Transaction-Type =~ /^(Create|Correspond|Comment)$/ ) ? (++
$EntryNum) :
),
ShowTitleBarCommands = $ShowTitleBarCommands,
Attachments = \...@trans_attachments,
AttachmentContent= $trans_content,
LastTransaction = $Transactions-IsLast
);
# manually flush the content buffer after each txn, so the user sees
# some update
$m-flush_buffer();
$elapsed10 = tv_interval ( $t10 );
$RT::Logger-debug(Transaction Loop3 - time taken: $elapsed10);
}
We get output like this (time taken to get from the start of the
iteration
to the logging point)
Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.004148
(/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.010705
(/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.048624
Re: [rt-users] RTFM WikiText Format Toolbar
Jim Tambling wrote: Hello all, In my quest to achieve RTFM nirvana I came across this post: http://www.gossamer-threads.com/lists/rt/users/70588#70588 Has anybody achieved this in RT 3.8.2/RTFM 2.4.1? I have had it in my test RT instance and it works. People don't have to remember that == means H2 etc. The drawback is that the WikiText CF is still very limited, by design, what it can do. In trying to extend its possibilities I removed some of the restrictions that are in the code, ScrubHTML component, and tried to implement new rules in Text::WikiText(?) but had more problems then I wanted to solve and had time for. Out of curiosity I installed the FireFox WriteArea extension, implements fckeditor for textareas, and disabled the use of Text::WikiText formating. After editing a RTFM article with WriteArea you're left with lots of HTML code in your CF but after submitting it and viewing it shows up very nice. Tables, pictures, even attachments directly referenced from tickets. Biggest problem: possible abuse by cross site scripting if your instance is open to the public. Ours is a closed instance so I might use this in production. Greetings, Joop ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Slow loading of long tickets in 3.6.3
I've implemented stripping out the middle portion of long tickets (set
to more than 200 transactions atm) and here's how I did it in case you
would like to do something similar. For a ticket with 100 comments/
replies that was taking 10s to load it now takes 3s, and it won't get
much slower even if the tickets get longer.
This is my diff from Ticket/Elements/ShowHistory:
/opt/rt3/local/html/Ticket/Elements$ diff ../../../../share/html/
Ticket/Elements/ShowHistory ShowHistory
84a85,87
my $trans_count = $Transactions-Count;
my $speed_msg_shown = 0;
85a89,117
if ($TruncateLongTicket $trans_count 200 (($j 10)
($j ($trans_count - 50 {
$j++;
if (( $Transaction-Type =~ /^(Create|Correspond|Comment)
$/ )) {
$EntryNum++;
}
if ($speed_msg_shown == 0) {
/%perl
div class=ticket-transaction links% $i % 2 ? ' odd' : ' even' %
table width=100% cellspacing=0 cellpadding=2 border=0
trtd rowspan=2 valign=top class=typenbsp;/td
td class=description
brbrbrbrbr
brbrbrbrbr
brbrbrbrbr
Some entries have been removed to speed the loading of this long
ticket.brPlease see the a href=% $RT::WebPath %/Ticket/
History.html?id=% $Ticket-Id %History/a for a full Journal of
this Ticket.
brbrbrbrbr
brbrbrbrbr
brbrbrbrbr
/td/tr
/table
/div
%perl
}
$speed_msg_shown = 1;
next;
}
$j++;
100d131
111a143
EntryNum= ((
$Transaction-Type =~ /^(Create|
Correspond|Comment)$/ ) ? (++$EntryNum) : ),
146a179,181
my $j;
my $LastTransId;
my $EntryNum;
161a197
$TruncateLongTicket = 1
You can then use TruncateLongTicket as an argument to ShowHistory from
Display.html, History.html etc etc to decide when you want to do the
truncating..
Hope this is useful to someone!
Justin
On 29 Apr 2009, at 08:01, Justin Hayes wrote:
Alternatively I might look into only showing say the first 10
transactions and last 30 for tickets with over 100 transactions or
something (numbers are initial guesses).
I could pass a flag into ShowHistory to decide whether or not to do
this (so I can disable it on the full History screen) and then work
out how much to show based on how many transactions the ticket has.
Justin
On 29 Apr 2009, at 07:35, Justin Hayes wrote:
Thanks Ken but I think I'm already doing that in my SkipTransaction
callback:
%init
my $ttype;
$ttype = $Transaction-Type;
$$skip = 1 if (($_SkipSystemMessages) ((($Transaction-Creator
eq 1) ($Transaction-Type ne 'Status') ($Transaction-Type ne
'Comment')) || (($Transaction-Creator eq 177) (($Transaction-
Type
ne 'Give') ($Transaction-Type ne 'Correspond'))) ||
($Transaction-
Type eq 'CustomField') || ($Transaction-Type eq 'Set'
$Transaction-Field eq 'TimeWorked')) );
my $type = $Transaction-Type;
/%init
I'm basically only showing comment/correspondence and status changes.
I'm not sure I can skip anything else.
So I think I'm going to need to look into ShowTransaction and
ShowTransactionAttachments to see if there are savings to be had. I
only need to save a couple of hundredths of a second per transaction
to make a big difference on the longer tickets.
I'm also looking at moving to 3.8.2, but until I can get one set up
to
benchmark against I don't know if it's any faster in this regard.
Cheers,
Justin
On 28 Apr 2009, at 18:54, Kenneth Marshall wrote:
Just looking at what we have:
while ( my $Transaction = $Transactions-Next ) {
my $skip = 0;
$m-comp( '/Elements/Callback',
_CallbackName = 'SkipTransaction',
Transaction = $Transaction,
skip = \$skip,
%ARGS );
next if $skip;
my $transcreator = $Transaction-Creator;
next if ( $transcreator == 1 and $ShowHeaders != 1 ); #
RT_System
next if ( $transcreator == 96711 and $ShowHeaders != 1 ); #
escalate
$i++;
...
I skip all the RT_System transactions unless the full option
is specified. That seemed to make the biggest difference. Everything
else ended up being a micro-optimization at best. As you have
noticed,
the key is to reduce the amount of transactions processed
completely.
Just nuking the RT_System transactions really helped.
My two cents,
Ken
On Tue, Apr 28, 2009 at 06:29:13PM +0100, Justin Hayes wrote:
I'm already skipping a load of transactions, but there's a minimum
I can
cut down to.
In ShowHistory we have this loop, where all the time goes. I've
added
interval logging round the 3 main sections
1) The skip checking
2) The attachment grepping
3) The call to ShowTransaction
while ( my $Transaction = $Transactions-Next ) {
my $t10 = [gettimeofday];
my $skip = 0;
$m-comp( '/Elements/Callback',
_CallbackName = 'SkipTransaction',
Transaction = $Transaction,
skip = \$skip,
[rt-users] Forwarding emails to RT
Hi all, I have an RT set up that is being used for customers to raise support issues in a small business. Training customers to email my support address (which is tied to RT) is a bit of a nightmare, but I still want to get everything in there. If a customer emails me directly, I can hit the redirect button in my mail client (Mail.app) and send the message to RT, with the From: header intact, so RT knows which user to attribute it to (ie. not me, the customer). However, life would be easier for myself and others if I was able to simply forward the email, instead of redirect - not every mail client supports a redirect function. Does anyone have any code written to interpret mail messages that were forwarded, and then push the original message in to RT as though it was sent directly from a customer? There is some fairly complex logic needed, ie.: - How do we know a message should be interpreted as a forwarded message, as opposed to a customer forwarding a message to the support address once they have learned to do that directly? Do we need a new mail alias, ie. rt-...@blah? - How do we interpret the forwarded message, different mail clients include the forwarded message and headers differently Highrise from 37signals seems to do this pretty well, so it can't be impossible.. -- Nathan Ward ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] 403 returned by rt-mailgate / mail-gateway
Hi everyone. So my setup is Debian Lenny, Postfix, Apache2, RT3.6. This machine was recently upgraded, my RT3.4 installation was removed by the upgrade. I installed 3.6 via aptitude, pulled the 3.4 database in, updated the schema etc. etc. RT is largely working - I can log in, perform all administrative and user functions, create tickets, reply to tickets etc - I thought this was great! The only fly in my ointment is that mail is not getting through to the system. In /etc/aliases we direct mail to RT with: support: |/usr/bin/rt-mailgate --queue 'BSU' --action correspond --url http://bsu.ncl.ac.uk/rt; support-comment: |/usr/bin/rt-mailgate --queue 'BSU' --action comment --url http://bsu.ncl.ac.uk/rt; However all attempts to send mail result in (from Postfix mail.log): Apr 29 09:48:09 bsu postfix/local[21497]: 1F6C4A0010: to=supp...@bsu.ncl.ac.uk, relay=local, delay=8924, delays=8923/0.04/0/0.9, dsn=4.3.0, status=deferred (temporary failure. Command output: An Error Occurred = 403 Forbidden ) In the Apache2 logs we get: [Wed Apr 29 10:01:40 2009] [error] [client 128.240.125.96] client denied by server configuration: /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway There's a suggestion in the FAQ that adding this to to the Apache2 configs (sites-enabled/000-default in my case) might alleviate the problem inside the VirtualHost directive. Directory /usr/share/request-tracker3.6/html/ Order allow,deny Allow from all /Directory (It doesn't) The only other directive relating to RT in this file is: Include /etc/request-tracker3.6/apache2-modperl2.conf I realise this is probably an Apache setup issue, but I just cannot figure out exactly what the issue is and it's starting to tear my hair out - we use RT a lot for many projects and I've already had a days downtime on this :( I pasted the RT config here if it's helpful: http://pastebin.com/m37e157e4 Any pointers would be gratefully received. Dan -- Bioinformatics Support Unit || http://bsu.ncl.ac.uk/ Institute for Cell and Molecular Biosciences, Faculty of Medical Sciences, Framlington Place, Newcastle University, Newcastle, NE2 4HH Tel: +44 (0)191 222 7253 (Leech offices: Rooms M.2046/M.2046A - Mon/Wed) Tel: +44 (0)191 246 4833 (Devonshire offices: Rooms G.25/G.26 - Thu/Fri) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Can't see comments on tickets
Hi there, One of my users is commenting on a ticket, but the comments aren't being displayed in the history. Am I / we missing something here? It is saying Message recorded, but for the life of me, I can't see the information on the ticket. Any help much appreciated. Thanks, Berny ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Can't see comments on tickets
OK scratch that, ShowTicketComments wasn't assigned to that group for that queue. My bad. Berny 2009/4/29 Berny Stapleton be...@technology.net.au: Hi there, One of my users is commenting on a ticket, but the comments aren't being displayed in the history. Am I / we missing something here? It is saying Message recorded, but for the life of me, I can't see the information on the ticket. Any help much appreciated. Thanks, Berny ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 403 returned by rt-mailgate / mail-gateway (SOLVED)
Of course it only took another hour. For some reason this section of /etc/request-tracker3.6/apache2-modperl.conf was the problem: Location /rt/REST/1.0/NoAuth Order Allow,Deny Allow from 127.0.0.1 /Location relaxing this restriction a little, and everything magically works. regards, Dan 2009/4/29 Dan Swan bioinformatics.li...@gmail.com: Hi everyone. So my setup is Debian Lenny, Postfix, Apache2, RT3.6. This machine was recently upgraded, my RT3.4 installation was removed by the upgrade. I installed 3.6 via aptitude, pulled the 3.4 database in, updated the schema etc. etc. RT is largely working - I can log in, perform all administrative and user functions, create tickets, reply to tickets etc - I thought this was great! The only fly in my ointment is that mail is not getting through to the system. In /etc/aliases we direct mail to RT with: support: |/usr/bin/rt-mailgate --queue 'BSU' --action correspond --url http://bsu.ncl.ac.uk/rt; support-comment: |/usr/bin/rt-mailgate --queue 'BSU' --action comment --url http://bsu.ncl.ac.uk/rt; However all attempts to send mail result in (from Postfix mail.log): Apr 29 09:48:09 bsu postfix/local[21497]: 1F6C4A0010: to=supp...@bsu.ncl.ac.uk, relay=local, delay=8924, delays=8923/0.04/0/0.9, dsn=4.3.0, status=deferred (temporary failure. Command output: An Error Occurred = 403 Forbidden ) In the Apache2 logs we get: [Wed Apr 29 10:01:40 2009] [error] [client 128.240.125.96] client denied by server configuration: /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway There's a suggestion in the FAQ that adding this to to the Apache2 configs (sites-enabled/000-default in my case) might alleviate the problem inside the VirtualHost directive. Directory /usr/share/request-tracker3.6/html/ Order allow,deny Allow from all /Directory (It doesn't) The only other directive relating to RT in this file is: Include /etc/request-tracker3.6/apache2-modperl2.conf I realise this is probably an Apache setup issue, but I just cannot figure out exactly what the issue is and it's starting to tear my hair out - we use RT a lot for many projects and I've already had a days downtime on this :( I pasted the RT config here if it's helpful: http://pastebin.com/m37e157e4 Any pointers would be gratefully received. Dan -- Bioinformatics Support Unit || http://bsu.ncl.ac.uk/ Institute for Cell and Molecular Biosciences, Faculty of Medical Sciences, Framlington Place, Newcastle University, Newcastle, NE2 4HH Tel: +44 (0)191 222 7253 (Leech offices: Rooms M.2046/M.2046A - Mon/Wed) Tel: +44 (0)191 246 4833 (Devonshire offices: Rooms G.25/G.26 - Thu/Fri) -- Bioinformatics Support Unit || http://bsu.ncl.ac.uk/ Institute for Cell and Molecular Biosciences, Faculty of Medical Sciences, Framlington Place, Newcastle University, Newcastle, NE2 4HH Tel: +44 (0)191 222 7253 (Leech offices: Rooms M.2046/M.2046A - Mon/Wed) Tel: +44 (0)191 246 4833 (Devonshire offices: Rooms G.25/G.26 - Thu/Fri) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 403 returned by rt-mailgate / mail-gateway
On Wed, Apr 29, 2009 at 10:50:29AM +0100, Dan Swan wrote: However all attempts to send mail result in (from Postfix mail.log): Apr 29 09:48:09 bsu postfix/local[21497]: 1F6C4A0010: to=supp...@bsu.ncl.ac.uk, relay=local, delay=8924, delays=8923/0.04/0/0.9, dsn=4.3.0, status=deferred (temporary failure. Command output: An Error Occurred = 403 Forbidden ) In the Apache2 logs we get: [Wed Apr 29 10:01:40 2009] [error] [client 128.240.125.96] client denied by server configuration: /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway There's a suggestion in the FAQ that adding this to to the Apache2 configs (sites-enabled/000-default in my case) might alleviate the problem inside the VirtualHost directive. Directory /usr/share/request-tracker3.6/html/ Order allow,deny Allow from all /Directory (It doesn't) The only other directive relating to RT in this file is: Include /etc/request-tracker3.6/apache2-modperl2.conf If you look further down that file you'll find: # Limit mail gateway access to localhost by default Location /rt/REST/1.0/NoAuth Order Allow,Deny Allow from 127.0.0.1 /Location As you've configured http://bsu.ncl.ac.uk/rt as the path to your installation on the mailgate command line, your requests won't be coming from localhost (127.0.0.1). The least invasive fix is probably adding: Allow from 128.240.125.96 or Allow from bsu.ncl.ac.uk to that stanza in /etc/request-tracker3.6/apache2-modperl2.conf -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Slow loading of long tickets in 3.6.3
Justin,
Thank you for the code for your addition. It will be useful to have
it in the bag-o-tricks when this problem rears its head here.
Cheers,
Ken
On Wed, Apr 29, 2009 at 09:53:36AM +0100, Justin Hayes wrote:
I've implemented stripping out the middle portion of long tickets (set to
more than 200 transactions atm) and here's how I did it in case you would
like to do something similar. For a ticket with 100 comments/replies that
was taking 10s to load it now takes 3s, and it won't get much slower even
if the tickets get longer.
This is my diff from Ticket/Elements/ShowHistory:
/opt/rt3/local/html/Ticket/Elements$ diff
../../../../share/html/Ticket/Elements/ShowHistory ShowHistory
84a85,87
my $trans_count = $Transactions-Count;
my $speed_msg_shown = 0;
85a89,117
if ($TruncateLongTicket $trans_count 200 (($j 10) ($j
($trans_count - 50 {
$j++;
if (( $Transaction-Type =~ /^(Create|Correspond|Comment)$/ )) {
$EntryNum++;
}
if ($speed_msg_shown == 0) {
/%perl
div class=ticket-transaction links% $i % 2 ? ' odd' : ' even' %
table width=100% cellspacing=0 cellpadding=2 border=0
trtd rowspan=2 valign=top class=typenbsp;/td
td class=description
brbrbrbrbr
brbrbrbrbr
brbrbrbrbr
Some entries have been removed to speed the loading of this long
ticket.brPlease see the a href=% $RT::WebPath
%/Ticket/History.html?id=% $Ticket-Id %History/a for a full Journal
of this Ticket.
brbrbrbrbr
brbrbrbrbr
brbrbrbrbr
/td/tr
/table
/div
%perl
}
$speed_msg_shown = 1;
next;
}
$j++;
100d131
111a143
EntryNum = ((
$Transaction-Type =~
/^(Create|Correspond|Comment)$/ ) ? (++$EntryNum) : ),
146a179,181
my $j;
my $LastTransId;
my $EntryNum;
161a197
$TruncateLongTicket = 1
You can then use TruncateLongTicket as an argument to ShowHistory from
Display.html, History.html etc etc to decide when you want to do the
truncating..
Hope this is useful to someone!
Justin
On 29 Apr 2009, at 08:01, Justin Hayes wrote:
Alternatively I might look into only showing say the first 10
transactions and last 30 for tickets with over 100 transactions or
something (numbers are initial guesses).
I could pass a flag into ShowHistory to decide whether or not to do
this (so I can disable it on the full History screen) and then work
out how much to show based on how many transactions the ticket has.
Justin
On 29 Apr 2009, at 07:35, Justin Hayes wrote:
Thanks Ken but I think I'm already doing that in my SkipTransaction
callback:
%init
my $ttype;
$ttype = $Transaction-Type;
$$skip = 1 if (($_SkipSystemMessages) ((($Transaction-Creator
eq 1) ($Transaction-Type ne 'Status') ($Transaction-Type ne
'Comment')) || (($Transaction-Creator eq 177) (($Transaction-Type
ne 'Give') ($Transaction-Type ne 'Correspond'))) || ($Transaction-
Type eq 'CustomField') || ($Transaction-Type eq 'Set'
$Transaction-Field eq 'TimeWorked')) );
my $type = $Transaction-Type;
/%init
I'm basically only showing comment/correspondence and status changes.
I'm not sure I can skip anything else.
So I think I'm going to need to look into ShowTransaction and
ShowTransactionAttachments to see if there are savings to be had. I
only need to save a couple of hundredths of a second per transaction
to make a big difference on the longer tickets.
I'm also looking at moving to 3.8.2, but until I can get one set up to
benchmark against I don't know if it's any faster in this regard.
Cheers,
Justin
On 28 Apr 2009, at 18:54, Kenneth Marshall wrote:
Just looking at what we have:
while ( my $Transaction = $Transactions-Next ) {
my $skip = 0;
$m-comp( '/Elements/Callback',
_CallbackName = 'SkipTransaction',
Transaction = $Transaction,
skip = \$skip,
%ARGS );
next if $skip;
my $transcreator = $Transaction-Creator;
next if ( $transcreator == 1 and $ShowHeaders != 1 ); #
RT_System
next if ( $transcreator == 96711 and $ShowHeaders != 1 ); #
escalate
$i++;
...
I skip all the RT_System transactions unless the full option
is specified. That seemed to make the biggest difference. Everything
else ended up being a micro-optimization at best. As you have
noticed,
the key is to reduce the amount of transactions processed completely.
Just nuking the RT_System transactions really helped.
My two cents,
Ken
On Tue, Apr 28, 2009 at 06:29:13PM +0100, Justin Hayes wrote:
I'm already skipping a load of transactions, but there's a minimum
I can
cut down to.
In ShowHistory we have this loop, where all the time goes. I've
added
interval logging round the 3 main sections
1) The skip checking
2) The attachment grepping
3) The call to ShowTransaction
while ( my $Transaction = $Transactions-Next ) {
Re: [rt-users] RTFM WikiText Format Toolbar
Hi Daniel, Thanks for the reply. I don't have /opt/rt3/local/plugins/RT-FM/html/Elements, my path looks like this instead; /opt/rt3/local/plugins/RT-FM/html/RTFM/Elements/ so I copied EditCustomFieldWikitest there instead but I cant get it to work. Also can you clarify this for me? In the post it says; Add in both textarea tags: textarea ... id=%$NamePrefix http://wiki.bestpractical.com/view/NamePrefix %%$CustomField http://wiki.bestpractical.com/view/CustomField -Id%-Values.../textarea Is this in addition to what is already there? Or in place of? Many thanks, Jim -Original Message- From: Daniel Farst [mailto:daniel.fa...@case.edu] Sent: 29 April 2009 14:37 To: Jim Tambling Subject: Re: [rt-users] RTFM WikiText Format Toolbar I was able to. Some of the file names have changed, essentially everything else was the same as in the other post: * Use /opt/rt3/local/plugins/RT-FM/html/Elements/EditCustomFieldWikitext http://wiki.bestpractical.com/view/EditCustomFieldWikitext instead of /opt/rt3/local/html/Elements/EditCustomFieldWikitext http://wiki.bestpractical.com/view/EditCustomFieldWikitext * Edit /opt/rt3/local/plugins/RT-FM/html/RTFM/Article/Edit.html instead of /opt/rt3/local/html/RTFM/Article/Edit.html -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University daniel.fa...@case.edu mailto:daniel.fa...@case.edu -- Tuesday, April 28, 2009, 10:27:54 AM, you wrote: -- Hello all, In my quest to achieve RTFM nirvana I came across this post: http://www.gossamer-threads.com/lists/rt/users/70588#70588 http://www.gossamer-threads.com/lists/rt/users/70588#70588 Has anybody achieved this in RT 3.8.2/RTFM 2.4.1? Regards, Jim ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Adding more criteria in the query builder
On Apr 29, 2009, at 1:31 AM 4/29/09, Uday Dey wrote: Any Idea on this people? Hi, I was wondering if more criteria can be added in the Query builder for customizing the search. If yes, then how can we do it? Because I am not having any UI option for adding more criteria’s. Regards, Uday Hi, Uday. This is just a guess, but what you are probably looking for is to add custom fields and then search on those custom fields in the query builder. http://wiki.bestpractical.com/view/CustomField If you already have custom fields set up and are wondering why they are not showing up in the query builder I think that the first question under Web User Interface in the RT FAQ wiki should have your answer: http://wiki.bestpractical.com/view/FAQ -- Cassandra Phillips-Sears Office Manager Best Practical Solutions, LLC http://www.bestpractical.com___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] replying to resolved notification re-opens ticket
When a ticket is resolved, RT sends out a system notification, According to our records, your request has been resolved.. Being polite, our customers usually reply to our resolution emails with a thank you -- I could tell them not to, I guess, but am wondering what others in the RT community do. Not a deal-breaker, but I could see this getting annoying for us. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] replying to resolved notification re-opens ticket
GravyFace wrote: When a ticket is resolved, RT sends out a system notification, According to our records, your request has been resolved.. Being polite, our customers usually reply to our resolution emails with a thank you -- I could tell them not to, I guess, but am wondering what others in the RT community do. Not a deal-breaker, but I could see this getting annoying for us. The easiest thing to do is tweak the template do add Please don't reply to this message. Jeff ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Customization of setting priorities
Hi, I was wondering if I can create a set priority tab when any user takes up the ticket. Can we develop any kind of drop down from where the user can select the priority coz right now all the tickets generated by customers are by default set to priority 1. Any idea on this will be greatly appreciated. Regards, Uday __ DISCLAIMER:The information contained in this message and the attachments (if any) may be privileged and confidential and protected from disclosure. You are hereby notified that any unauthorized use, dissemination, distribution or copying of this communication, review, retransmission, or taking of any action based upon this information, by persons or entities other than the intended recipient, is strictly prohibited. If you are not the intended recipient or an employee or agent responsible for delivering this message, and have received this communication in error, please notify us immediately by replying to the message and kindly delete the original message, attachments, if any, and all its copies from your computer system. Thank you for your cooperation. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM WikiText Format Toolbar
Jim, I don't recall if I had an /opt/rt3/local/plugins/RT-FM/html/Elements directory or if I had to add it manually, but that is where my EditCustomFieldWikitext is living. I also have the /opt/rt3/local/plugins/RT-FM/html/RTFM/Elements folder, but I didn't change anything inside of it. Regarding the textarea tags, the section id=...-Values needs to be added to the 2 existing textarea tags. For me they were on lines 66 and 69 of the EditCustomFieldWikitext file. I inserted the id section after Rows and before Name. - Dan -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University daniel.fa...@case.edu -- Wednesday, April 29, 2009, 9:55:10 AM, you wrote: -- Hi Daniel, Thanks for the reply. I don?t have /opt/rt3/local/plugins/RT-FM/html/Elements, my path looks like this instead; /opt/rt3/local/plugins/RT-FM/html/RTFM/Elements/ so I copied EditCustomFieldWikitest there instead but I cant get it to work. Also can you clarify this for me? In the post it says; Add in both textarea tags: textarea ... id=%$NamePrefix%%$CustomField-Id%-Values.../textarea Is this in addition to what is already there? Or in place of? Many thanks, Jim -Original Message- From: Daniel Farst [mailto:daniel.fa...@case.edu] Sent: 29 April 2009 14:37 To: Jim Tambling Subject: Re: [rt-users] RTFM WikiText Format Toolbar I was able to. Some of the file names have changed, essentially everything else was the same as in the other post: · Use /opt/rt3/local/plugins/RT-FM/html/Elements/EditCustomFieldWikitext instead of /opt/rt3/local/html/Elements/EditCustomFieldWikitext · Edit /opt/rt3/local/plugins/RT-FM/html/RTFM/Article/Edit.html instead of /opt/rt3/local/html/RTFM/Article/Edit.html -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University daniel.fa...@case.edu -- Tuesday, April 28, 2009, 10:27:54 AM, you wrote: -- Hello all, In my quest to achieve RTFM nirvana I came across this post: http://www.gossamer-threads.com/lists/rt/users/70588#70588 Has anybody achieved this in RT 3.8.2/RTFM 2.4.1? Regards, Jim ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Customization of setting priorities
Uday; I might be mis-understanding your question, but if you are happy with the numeric priority set in RT , your users can easily change the Priority value from the Basics tab, -its a text field not drop down , but I can't see the difference between typing 3 or selecting 3 from a dropdown .. Also in case you did 't know you can set the default priority per queue in the Queue basics page However, it might be you are after a worded Priority (High , medium etc), this can be achieved and documented in http://wiki.bestpractical.com/view/SeverityCodes Roy Uday Dey wrote: Hi, I was wondering if I can create a set priority tab when any user takes up the ticket. Can we develop any kind of drop down from where the user can select the priority coz right now all the tickets generated by customers are by default set to priority 1. Any idea on this will be greatly appreciated. Regards, Uday __ DISCLAIMER:The information contained in this message and the attachments (if any) may be privileged and confidential and protected from disclosure. You are hereby notified that any unauthorized use, dissemination, distribution or copying of this communication, review, retransmission, or taking of any action based upon this information, by persons or entities other than the intended recipient, is strictly prohibited. If you are not the intended recipient or an employee or agent responsible for delivering this message, and have received this communication in error, please notify us immediately by replying to the message and kindly delete the original message, attachments, if any, and all its copies from your computer system. Thank you for your cooperation. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] replying to resolved notification re-opens ticket
Hi Gravy, We just disable global script #1 (On Correspond Open Tickets). You could also replace the condition with a user-defined one that includes a check for (status ne 'resolved' status ne 'rejected'). Regards, Gene At 07:53 AM 4/29/2009, GravyFace wrote: When a ticket is resolved, RT sends out a system notification, According to our records, your request has been resolved.. Being polite, our customers usually reply to our resolution emails with a thank you -- I could tell them not to, I guess, but am wondering what others in the RT community do. Not a deal-breaker, but I could see this getting annoying for us. -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Max # displayed queues for quick search?
Is there a maximum number of displayed queues in the quick search for RT 3.8.2? I just added another queue that is both enabled and set to be seen and also I am a super user so I should see it anyway. It doesn't appear in the list. I am probably close to or over 100 enabled queues at this point. -Tim ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Slow loading of long tickets in 3.6.3
Hope it comes in useful. It's a bit rough and ready but could easily
be improved on.
Justin
On 29 Apr 2009, at 13:44, Kenneth Marshall wrote:
Justin,
Thank you for the code for your addition. It will be useful to have
it in the bag-o-tricks when this problem rears its head here.
Cheers,
Ken
On Wed, Apr 29, 2009 at 09:53:36AM +0100, Justin Hayes wrote:
I've implemented stripping out the middle portion of long tickets
(set to
more than 200 transactions atm) and here's how I did it in case you
would
like to do something similar. For a ticket with 100 comments/
replies that
was taking 10s to load it now takes 3s, and it won't get much
slower even
if the tickets get longer.
This is my diff from Ticket/Elements/ShowHistory:
/opt/rt3/local/html/Ticket/Elements$ diff
../../../../share/html/Ticket/Elements/ShowHistory ShowHistory
84a85,87
my $trans_count = $Transactions-Count;
my $speed_msg_shown = 0;
85a89,117
if ($TruncateLongTicket $trans_count 200 (($j 10)
($j
($trans_count - 50 {
$j++;
if (( $Transaction-Type =~ /^(Create|Correspond|Comment)
$/ )) {
$EntryNum++;
}
if ($speed_msg_shown == 0) {
/%perl
div class=ticket-transaction links% $i % 2 ? ' odd' : ' even'
%
table width=100% cellspacing=0 cellpadding=2 border=0
trtd rowspan=2 valign=top class=typenbsp;/td
td class=description
brbrbrbrbr
brbrbrbrbr
brbrbrbrbr
Some entries have been removed to speed the loading of this long
ticket.brPlease see the a href=% $RT::WebPath
%/Ticket/History.html?id=% $Ticket-Id %History/a for a full
Journal
of this Ticket.
brbrbrbrbr
brbrbrbrbr
brbrbrbrbr
/td/tr
/table
/div
%perl
}
$speed_msg_shown = 1;
next;
}
$j++;
100d131
111a143
EntryNum= ((
$Transaction-Type =~
/^(Create|Correspond|Comment)$/ ) ? (++$EntryNum) : ),
146a179,181
my $j;
my $LastTransId;
my $EntryNum;
161a197
$TruncateLongTicket = 1
You can then use TruncateLongTicket as an argument to ShowHistory
from
Display.html, History.html etc etc to decide when you want to do the
truncating..
Hope this is useful to someone!
Justin
On 29 Apr 2009, at 08:01, Justin Hayes wrote:
Alternatively I might look into only showing say the first 10
transactions and last 30 for tickets with over 100 transactions or
something (numbers are initial guesses).
I could pass a flag into ShowHistory to decide whether or not to do
this (so I can disable it on the full History screen) and then work
out how much to show based on how many transactions the ticket has.
Justin
On 29 Apr 2009, at 07:35, Justin Hayes wrote:
Thanks Ken but I think I'm already doing that in my SkipTransaction
callback:
%init
my $ttype;
$ttype = $Transaction-Type;
$$skip = 1 if (($_SkipSystemMessages) ((($Transaction-Creator
eq 1) ($Transaction-Type ne 'Status') ($Transaction-Type ne
'Comment')) || (($Transaction-Creator eq 177) (($Transaction-
Type
ne 'Give') ($Transaction-Type ne 'Correspond'))) ||
($Transaction-
Type eq 'CustomField') || ($Transaction-Type eq 'Set'
$Transaction-Field eq 'TimeWorked')) );
my $type = $Transaction-Type;
/%init
I'm basically only showing comment/correspondence and status
changes.
I'm not sure I can skip anything else.
So I think I'm going to need to look into ShowTransaction and
ShowTransactionAttachments to see if there are savings to be had. I
only need to save a couple of hundredths of a second per
transaction
to make a big difference on the longer tickets.
I'm also looking at moving to 3.8.2, but until I can get one set
up to
benchmark against I don't know if it's any faster in this regard.
Cheers,
Justin
On 28 Apr 2009, at 18:54, Kenneth Marshall wrote:
Just looking at what we have:
while ( my $Transaction = $Transactions-Next ) {
my $skip = 0;
$m-comp( '/Elements/Callback',
_CallbackName = 'SkipTransaction',
Transaction = $Transaction,
skip = \$skip,
%ARGS );
next if $skip;
my $transcreator = $Transaction-Creator;
next if ( $transcreator == 1 and $ShowHeaders != 1 ); #
RT_System
next if ( $transcreator == 96711 and $ShowHeaders != 1 ); #
escalate
$i++;
...
I skip all the RT_System transactions unless the full option
is specified. That seemed to make the biggest difference.
Everything
else ended up being a micro-optimization at best. As you have
noticed,
the key is to reduce the amount of transactions processed
completely.
Just nuking the RT_System transactions really helped.
My two cents,
Ken
On Tue, Apr 28, 2009 at 06:29:13PM +0100, Justin Hayes wrote:
I'm already skipping a load of transactions, but there's a
minimum
I can
cut down to.
In ShowHistory we have this loop, where all the time goes. I've
added
interval logging round the 3 main sections
1)
Re: [rt-users] RTFM WikiText Format Toolbar
Hi Dan, Many thanks, creating the folder and moving the file did the trick :-) Thanks again Jim -Original Message- From: Daniel Farst [mailto:daniel.fa...@case.edu] Sent: 29 April 2009 16:24 To: Jim Tambling Cc: rt-us...@bestpractical.com Subject: Re: [rt-users] RTFM WikiText Format Toolbar Jim, I don't recall if I had an /opt/rt3/local/plugins/RT-FM/html/Elements directory or if I had to add it manually, but that is where my EditCustomFieldWikitext is living. I also have the /opt/rt3/local/plugins/RT-FM/html/RTFM/Elements folder, but I didn't change anything inside of it. Regarding the textarea tags, the section id=...-Values needs to be added to the 2 existing textarea tags. For me they were on lines 66 and 69 of the EditCustomFieldWikitext file. I inserted the id section after Rows and before Name. - Dan -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University daniel.fa...@case.edu mailto:daniel.fa...@case.edu -- Wednesday, April 29, 2009, 9:55:10 AM, you wrote: -- Hi Daniel, Thanks for the reply. I don't have /opt/rt3/local/plugins/RT-FM/html/Elements, my path looks like this instead; /opt/rt3/local/plugins/RT-FM/html/RTFM/Elements/ so I copied EditCustomFieldWikitest there instead but I cant get it to work. Also can you clarify this for me? In the post it says; Add in both textarea tags: textarea ... id=%$NamePrefix http://wiki.bestpractical.com/view/NamePrefix %%$CustomField http://wiki.bestpractical.com/view/CustomField -Id%-Values.../textarea Is this in addition to what is already there? Or in place of? Many thanks, Jim -Original Message- From: Daniel Farst [mailto:daniel.fa...@case.edu] Sent: 29 April 2009 14:37 To: Jim Tambling Subject: Re: [rt-users] RTFM WikiText Format Toolbar I was able to. Some of the file names have changed, essentially everything else was the same as in the other post: * Use /opt/rt3/local/plugins/RT-FM/html/Elements/EditCustomFieldWikitext http://wiki.bestpractical.com/view/EditCustomFieldWikitext instead of /opt/rt3/local/html/Elements/EditCustomFieldWikitext http://wiki.bestpractical.com/view/EditCustomFieldWikitext * Edit /opt/rt3/local/plugins/RT-FM/html/RTFM/Article/Edit.html instead of /opt/rt3/local/html/RTFM/Article/Edit.html -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University daniel.fa...@case.edu mailto:daniel.fa...@case.edu -- Tuesday, April 28, 2009, 10:27:54 AM, you wrote: -- Hello all, In my quest to achieve RTFM nirvana I came across this post: http://www.gossamer-threads.com/lists/rt/users/70588#70588 http://www.gossamer-threads.com/lists/rt/users/70588#70588 Has anybody achieved this in RT 3.8.2/RTFM 2.4.1? Regards, Jim ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Max # displayed queues for quick search?
Tim; You need to logout then back in, the queue list is cached to speed things up a bit Roy This email is subject to: http://www.vialtus.com/disclaimer.html Flynn, Timothy J wrote: Is there a maximum number of displayed queues in the quick search for RT 3.8.2? I just added another queue that is both enabled and set to be seen and also I am a super user so I should see it anyway. It doesn't appear in the list. I am probably close to or over 100 enabled queues at this point. -Tim ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 403 returned by rt-mailgate / mail-gateway
Dominic, Include /etc/request-tracker3.6/apache2-modperl2.conf If you look further down that file you'll find: # Limit mail gateway access to localhost by default Location /rt/REST/1.0/NoAuth Order Allow,Deny Allow from 127.0.0.1 /Location As you've configured http://bsu.ncl.ac.uk/rt as the path to your installation on the mailgate command line, your requests won't be coming from localhost (127.0.0.1). The least invasive fix is probably adding: Allow from 128.240.125.96 or Allow from bsu.ncl.ac.uk to that stanza in /etc/request-tracker3.6/apache2-modperl2.conf That was exactly the route I ended up taking, and indeed worked. thanks, Dan -- Bioinformatics Support Unit || http://bsu.ncl.ac.uk/ Institute for Cell and Molecular Biosciences, Faculty of Medical Sciences, Framlington Place, Newcastle University, Newcastle, NE2 4HH Tel: +44 (0)191 222 7253 (Leech offices: Rooms M.2046/M.2046A - Mon/Wed) Tel: +44 (0)191 246 4833 (Devonshire offices: Rooms G.25/G.26 - Thu/Fri) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] MySQL 4.0 to 4.1 upgrade script
How specific is the output of the MySQL 4.0 to 4.1 upgrade script to a specific database? I have a copy of the sql.queries file that it outputs that I'd like to apply against a few different instances of RT. The issue is that the script which generates the SQL queries that you use as part of the upgrade requires a perl module that is newer than RHEL 5.3 (our production environment) provides. I had to create a sacrificial VM in order to get the right environment going to run the script. I now have the sql.queries file that I can run on a production system to do the upgrade. My question is, do I need to generate a new one of these for each database, or will the one I have do? -John ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT instance not sending On create autoreply email, but sends any other scrip's email but not to CC Watchers..
Daniel, Before anyone can really help it would be useful to have you list each Global scrip (conditions, action, stage) and each Queue based scrip. By seeing these, it will be easier to debug your situation. Kenn LBNL On 4/29/2009 1:44 AM, Dániel Omaisz-Takács wrote: Hi all, i have encountered a problem i couldn't solve and couldn't find any solution on the mailing lists eather: i have 2 RT instances installed on the server, both are configured with the same scripts, completely different RT_SiteConfig parameters. Both are working fine except for one thing: Instance 1 does this realy weard email sending bug: i have the default 3 On Create Autoreply To Requestors scrip which does NOT send an autoreply no mather what i set up to do so. But only in one of the RTs, in the other it works fine. And all the other scrips (like the 10 On Resolve Notify Requestors srip work fine, send emails etc.) In the log i found another strange (or strage for me) but relevant thing: [Wed Apr 29 08:06:15 2009] [debug]: Found 2 scrips for TransactionCreate stage with applicable type(s) Create (/opt/rt/bin/../lib/RT/Scrips_Overlay.pm:370) [Wed Apr 29 08:06:15 2009] [debug]: About to commit scrips for transaction #346 (/opt/rt/bin/../lib/RT/Transaction_Overlay.pm:187) 1, i have only 1 scrip for the create state, so how can it find 2? 2, its about to commit the 3 On Create Autoreply To Requestors scrip (i guess thats 1 of the 2) but it doesn't, and i have no idea why. There is no record of outgoing email in the ticket history eather. CC's Watchers and other email functions not working too. It sends the mail to the recipient but bot to the watchers and the CC's... Maybe the 2 instances interfearing with each other? If so where and how? Please help me, it would be very important to us that it would work. Thank you all in advance! Daniel ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Customization of setting priorities
Raed, Would it be possible to have the priority available for being set on the ticket create page? Without having to click the details option? Kenn LBNL On 4/29/2009 8:42 AM, Raed El-Hames wrote: Uday; I might be mis-understanding your question, but if you are happy with the numeric priority set in RT , your users can easily change the Priority value from the Basics tab, -its a text field not drop down , but I can't see the difference between typing 3 or selecting 3 from a dropdown .. Also in case you did 't know you can set the default priority per queue in the Queue basics page However, it might be you are after a worded Priority (High , medium etc), this can be achieved and documented in http://wiki.bestpractical.com/view/SeverityCodes Roy Uday Dey wrote: Hi, I was wondering if I can create a set priority tab when any user takes up the ticket. Can we develop any kind of drop down from where the user can select the priority coz right now all the tickets generated by customers are by default set to priority 1. Any idea on this will be greatly appreciated. Regards, Uday __ DISCLAIMER:The information contained in this message and the attachments (if any) may be privileged and confidential and protected from disclosure. You are hereby notified that any unauthorized use, dissemination, distribution or copying of this communication, review, retransmission, or taking of any action based upon this information, by persons or entities other than the intended recipient, is strictly prohibited. If you are not the intended recipient or an employee or agent responsible for delivering this message, and have received this communication in error, please notify us immediately by replying to the message and kindly delete the original message, attachments, if any, and all its copies from your computer system. Thank you for your cooperation. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Max # displayed queues for quick search?
That was it. Thank you! -Tim -Original Message- From: Raed El-Hames [mailto:r...@vialtus.com] Sent: Wednesday, April 29, 2009 10:56 AM To: Flynn, Timothy J Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Max # displayed queues for quick search? Tim; You need to logout then back in, the queue list is cached to speed things up a bit Roy This email is subject to: http://www.vialtus.com/disclaimer.html Flynn, Timothy J wrote: Is there a maximum number of displayed queues in the quick search for RT 3.8.2? I just added another queue that is both enabled and set to be seen and also I am a super user so I should see it anyway. It doesn't appear in the list. I am probably close to or over 100 enabled queues at this point. -Tim ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT instance not sending On create autoreply email, but sends any other scrip's email but not to CC Watchers.. SOLVED
Kenn,
Thank you for your advice, I had almost half of a day today trying to
solve the problem but finally we found it (by accident):
The guy who was translating the templates made a mistake:
Instead of using # {$Ticket-id()} he somehow managed to write { #
{$Ticket-id()} .
The problem is there were no error messages, no nothing stating that
the template can't be processed .. it just simply stopped functioning.
Couldn't find anything in the logs.. they are on debug :)
Wierd.
Hope this info helps someone, someday: double check your templates
guys/girls =) don't waste ~1,5 days on it like i did.. =S
Regards,
Daniel
Ken Crocker kfcroc...@lbl.gov írta (2009. április 29. 18:52):
Daniel,
Before anyone can really help it would be useful to have you list each
Global scrip (conditions, action, stage) and each Queue based scrip. By
seeing these, it will be easier to debug your situation.
Kenn
LBNL
On 4/29/2009 1:44 AM, Dániel Omaisz-Takács wrote:
Hi all, i have encountered a problem i couldn't solve and couldn't
find any solution on the mailing lists eather:
i have 2 RT instances installed on the server, both are configured
with the same scripts, completely different RT_SiteConfig parameters.
Both are working fine except for one thing:
Instance 1 does this realy weard email sending bug: i have the default
3 On Create Autoreply To Requestors
scrip which does NOT send an autoreply no mather what i set up to do
so. But only in one of the RTs, in the other it works fine. And all
the other scrips (like the 10 On Resolve Notify Requestors srip work
fine, send emails etc.)
In the log i found another strange (or strage for me) but relevant thing:
[Wed Apr 29 08:06:15 2009] [debug]: Found 2 scrips for
TransactionCreate stage with applicable type(s) Create
(/opt/rt/bin/../lib/RT/Scrips_Overlay.pm:370)
[Wed Apr 29 08:06:15 2009] [debug]: About to commit scrips for
transaction #346 (/opt/rt/bin/../lib/RT/Transaction_Overlay.pm:187)
1, i have only 1 scrip for the create state, so how can it find 2?
2, its about to commit the 3 On Create Autoreply To Requestors scrip
(i guess thats 1 of the 2) but it doesn't, and i have no idea why.
There is no record of outgoing email in the ticket history eather.
CC's Watchers and other email functions not working too. It sends the
mail to the recipient but bot to the watchers and the CC's...
Maybe the 2 instances interfearing with each other? If so where and how?
Please help me, it would be very important to us that it would work.
Thank you all in advance!
Daniel
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Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] replying to resolved notification re-opens ticket
On Wed, Apr 29, 2009 at 11:42 AM, Gene LeDuc gle...@mail.sdsu.edu wrote: We just disable global script #1 (On Correspond Open Tickets). You could also replace the condition with a user-defined one that includes a check for (status ne 'resolved' status ne 'rejected'). Thanks all -- for now, I've edited the response message to be a bit more clear as to why/how to respond. We'll see how that goes. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Query for Service Downtime
I was just wondering if I can generate a report for system downtime (i.e. the service names and its corresponding downtime) through query builder. Plan was to give the customer name as input and generate the graph as well as chart where the instance name, service name and the downtime is shown. Any help in this regard is greatly appreciated. xymon (formerly hobbit monitor) makes great availability reports. Not sure how this is a RT question... ? Thanks Tom, but can I integrate the same with my existing RT (3.8.2) environment and how can I do that? Where can I get the official documentation for the Xymon. Regards, Uday RT doesn't monitor anything, so it doesn't really have the necessary data to create availability reports. Xymon's web site is http://hobbitmon.sourceforge.net/ (it still says hobbit monitor all over it, but they've changed the name due to legal issues). As far as integration, it would be quite simple to have xymon fire an alert to the email address for a queue, thereby automatically creating a ticket during an alarm event, something I plan on doing here. But the availability report would still only be available through xymon, not through RT. That is not RT's purpose. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] logo style set to display: none?
Gone through the wiki instructions on how to add your logo, but not sure why div#logo a is set to display: none. I checked SVN branch and it's still in layout.css (share/html/NoAuth/css/web2/). Is this by design or am I missing something? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] logo style set to display: none?
On Wed, Apr 29, 2009 at 02:28:02PM -0400, GravyFace wrote: Gone through the wiki instructions on how to add your logo, but not sure why div#logo a is set to display: none. I checked SVN branch and it's still in layout.css (share/html/NoAuth/css/web2/). Is this by design or am I missing something? For the 3.8 default theme, the logo doesn't really fit where it's defined in the template. We're using CSS to add one elsewhere. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] logo style set to display: none?
On Wed, Apr 29, 2009 at 2:42 PM, Jesse Vincent je...@bestpractical.com wrote: For the 3.8 default theme, the logo doesn't really fit where it's defined in the template. We're using CSS to add one elsewhere. Yeah, removed display: none, logo's now midway down the page. I'll fiddle around I guess. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How to format a ticket with custom fields?
Hi, I have a number of custom fields for tickets but don't know where to change the page format? My installation is 3.8.2. Thanks in advance!! MM ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Query for Service Downtime
On Wed, Apr 29, 2009 at 11:18:03AM -0700, Tom Lahti wrote: I was just wondering if I can generate a report for system downtime (i.e. the service names and its corresponding downtime) through query builder. Plan was to give the customer name as input and generate the graph as well as chart where the instance name, service name and the downtime is shown. Any help in this regard is greatly appreciated. xymon (formerly hobbit monitor) makes great availability reports. Not sure how this is a RT question... ? Thanks Tom, but can I integrate the same with my existing RT (3.8.2) environment and how can I do that? Where can I get the official documentation for the Xymon. Regards, Uday RT doesn't monitor anything, so it doesn't really have the necessary data to create availability reports. Xymon's web site is http://hobbitmon.sourceforge.net/ (it still says hobbit monitor all over it, but they've changed the name due to legal issues). As far as integration, it would be quite simple to have xymon fire an alert to the email address for a queue, thereby automatically creating a ticket during an alarm event, something I plan on doing here. But the availability report would still only be available through xymon, not through RT. That is not RT's purpose. If you had tickets created by the monitoring system, resolve when the service was restored, you could generate a report with availability information. Cheers, Ken ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] memory leaks
On Mon, Apr 27, 2009 at 04:24:56PM -0400, Mathieu Longtin wrote: Hi, we have RT 3.8.1 installed with mod_perl 2.0.4 on a Red Hat ES5 system, and using Oracle as a database. I have noticed a lot of memory leaks on the part of the apache processes. It seems they grow by 2 to 5K for every page request against RT, and about 10K for every email loaded by rt-mailgate. I had to reduce the number of request served by apache before restarting a process, just to keep the memory usage under control. Is there anything I can do to fix this? I'd recommend instrumenting webmux.pl with Devel::Gladiator to figure out what objects are leaking. That's the right first step to properly fixing things. Best, Jesse ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Query Builder
I don't think anybody would help you with that unless you clarify your question. Query Builder is for searching tickets in a RT instance. You can build arbitrary tree of conditions aggregated by AND or OR boolean operators. You choose conditions, clarify them in input fields and add them to the query using 'Add...' button. On the right you see the current tree of conditions. You can move them around, toggle boolean operators, delete some. Conditions you can build can touch any table in the DB. On Mon, Apr 27, 2009 at 5:46 PM, Uday Dey uday@sierraatlantic.com wrote: Hi, I am kind of novice in RT. Can someone please tell me how the query builder works? When I give the arguments and click on search how does it build the query and what all tables does it refer to Any kind of insight on this is greatly appreciated. Regards, Uday __ DISCLAIMER:The information contained in this message and the attachments (if any) may be privileged and confidential and protected from disclosure. You are hereby notified that any unauthorized use, dissemination, distribution or copying of this communication, review, retransmission, or taking of any action based upon this information, by persons or entities other than the intended recipient, is strictly prohibited. If you are not the intended recipient or an employee or agent responsible for delivering this message, and have received this communication in error, please notify us immediately by replying to the message and kindly delete the original message, attachments, if any, and all its copies from your computer system. Thank you for your cooperation. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] default queue
You want something strange. Rights wouldn't help you. You can play with portlets on users' home page to show them unowned tickets by default or play with other searches. On Thu, Apr 30, 2009 at 12:52 AM, presc...@wcoil.com wrote: How do I make the 50 highest priority unowned ticket display only display tickets for a specific queue? I have users who can see stuff in the general support and billing queue, but I only want them to see unowned tickets by default in the billing queue. Thanks. -- Kelly Prescott ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT LDAP and non-LDAP users problem.
Hello everybody: I am using RT for a couple of months and its great. The only problem I cannot find a solution it's that after configuring LDAP authentication users that are not in the LDAP tree cannot create a ticket. I follow some tips published here in the list but none of them really help. Below I put some the configuration I am using. Any hits about this ? Or where can I see more verbose logs in RT ? Thanks for all people, Klaus Engelmann grant 'Everyone' the right 'CreateTicket' for the queue incoming. Set( @Plugins, qw(RT::Authen::ExternalAuth) ); # The order in which the services defined in ExternalSettings # should be used to authenticate users. User is authenticated # if successfully confirmed by any service - no more services # are checked. Set($ExternalAuthPriority, [ 'My_LDAP' ]); # The order in which the services defined in ExternalSettings # should be used to get information about users. This includes # RealName, Tel numbers etc, but also whether or not the user # should be considered disabled. # Once user info is found, no more services are checked. Set($ExternalInfoPriority, [ 'My_LDAP' ]); # If this is set to true, then the relevant packages will # be loaded to use SSL/TLS connections. At the moment, # this just means use Net::SSLeay; Set($ExternalServiceUsesSSLorTLS,0); # If this is set to 1, then users should be autocreated by RT # as internal users if they fail to authenticate from an # external service. Set($AutoCreateNonExternalUsers,1); Klaus Engelmann CCNA CCDA - CSCO10971632 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to format a ticket with custom fields?
Format of which page do you want to change? Be more specific. On Wed, Apr 29, 2009 at 10:53 PM, Michael Mai michael@oicr.on.ca wrote: Hi, I have a number of custom fields for tickets but don't know where to change the page format? My installation is 3.8.2. Thanks in advance!! MM ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] replying to resolved notification re-opens ticket
http://wiki.bestpractical.com/view/ForkIntoNewTicket On Wed, Apr 29, 2009 at 6:53 PM, GravyFace gravyf...@gmail.com wrote: When a ticket is resolved, RT sends out a system notification, According to our records, your request has been resolved.. Being polite, our customers usually reply to our resolution emails with a thank you -- I could tell them not to, I guess, but am wondering what others in the RT community do. Not a deal-breaker, but I could see this getting annoying for us. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Forwarding emails to RT
Didn't here of something like that implemented specially for RT, however may be an external tool exist for that. On Wed, Apr 29, 2009 at 1:00 PM, Nathan Ward r...@daork.net wrote: Hi all, I have an RT set up that is being used for customers to raise support issues in a small business. Training customers to email my support address (which is tied to RT) is a bit of a nightmare, but I still want to get everything in there. If a customer emails me directly, I can hit the redirect button in my mail client (Mail.app) and send the message to RT, with the From: header intact, so RT knows which user to attribute it to (ie. not me, the customer). However, life would be easier for myself and others if I was able to simply forward the email, instead of redirect - not every mail client supports a redirect function. Does anyone have any code written to interpret mail messages that were forwarded, and then push the original message in to RT as though it was sent directly from a customer? There is some fairly complex logic needed, ie.: - How do we know a message should be interpreted as a forwarded message, as opposed to a customer forwarding a message to the support address once they have learned to do that directly? Do we need a new mail alias, ie. rt-...@blah? - How do we interpret the forwarded message, different mail clients include the forwarded message and headers differently Highrise from 37signals seems to do this pretty well, so it can't be impossible.. -- Nathan Ward ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Creating Index(es) for RT and other optimizations
See comments below. On Wed, Apr 29, 2009 at 2:37 AM, Paul Hirose pthir...@ucdavis.edu wrote: RT-3.8.2 and MySQL 5.0.77. I've seen many messages mention create an index... that would help performance. I was wondering if anyone has recommendations on what index(es) to create (and if you could add how to do so as well.) It's hard to tell which apply for what (some referring to RT-Shredder, others to RT 3.6.x, etc.) Does creating a bunch of indexes that never get used hurt (other than disk space?) Hurt performance of update/create. May hurt optimizer that is not ideal. I started MySQL with --log-queries-not-using-indexes just out of curiosity, and see quite a few over the past 24 hours. A grep SELECT rt-slow.log | sort | uniq -c | sort -n shows most of them aren't repeated often. Of course, I restarted so it's only had about 14 hours worth of operation so far. A couple random SELECT statements from the above are shown below. There are better ways to analyze mysql's slow log. Try googling analyze mysql slow log. http://hackmysql.com/mysqlsla, http://www.mysqlperformanceblog.com/2006/09/06/slow-query-log-analyzes-tools/. There is no silver bullet. Each DB is unique as well as its load. Queries you show below just useless with explains. Also ran mysqlreport (saw that reference in a recent email message on this list, thank you!) It's mostly doing MyISAM analysis, but the InnoDB section is showing some stuff too. Again, w/less than a day's worth of info it's not much to go on. I asked previously about my output from mysqltuner.pl and that mostly boiled down to can't really fix these with just RT (and obviously stuff about adding RAM, or changing some particular variable I'm trying as best I can.) My Apache (2.2.11 with Mod-perl 2.04) is solely dedicated to RT. If anyone has performance tuning suggestions that helps it run RT better, I'd be happy to hear those too. I've looked at http://wiki.bestpractical.com/view/PerformanceTuning and tried a few things as appropriate (latest version of DBIx::SearchBuilder, etc.) I'm going to try the HTML::Mason suggestions there next (one change at a time!) Thank you, PH PS SELECT main.* FROM Tickets main WHERE (main.Status != 'deleted') AND ( ( main.Owner = '6' OR main.Owner = '22' ) AND main.Type = 'reminder' AND ( main.Status = 'new' OR main.Status = 'open' ) ) AND (main.EffectiveId = main.id) ORDER BY main.Due DESC; SELECT main.* FROM Tickets main WHERE (main.Status != 'deleted') AND ( ( main.Owner = '6' OR main.Owner = '220' ) AND main.Type = 'reminder' AND ( main. Status = 'new' OR main.Status = 'open' ) AND ( ( main.Queue = '3' OR main.Queue = '4' OR main.Queue = '5' OR main.Queue = '6' OR main.Queue = '7' ) ) ) AND (main.EffectiveId = main.id) ORDER BY main.Due DESC; -- Paul Hirose : pthir...@ucdavis.edu : Sysadm Motto: rm -fr /MyLife 1034 Academic Surge : Programmer/Analyst : Backup Motto : rm -fr / One Shields Avenue : Voice (530) 752-7181 : Robot, n.: Univ. Admin Davis, CA 95616-8770 : Fax (530) 752-4465 : rec.pets.cat.anecdotes ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How to synchronize LDAP user and RT user
Dear All, I deleted user on LDAP server, but I checked on RT user still appear. How to synchronize LDAP user and RT user? Thanks, ns ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] timezone and custom Subject lines
i've setup RT 3.8.2 on RHEL5.3 u3 64-bit and the setup is working fine. just
needed some help/tips on minor issues.
1. {$Transaction-CreatedAsString} and {$Ticket-Created}
use different timezones. the latter is 8-hours behind.
I have this in my RT_SiteConfig.pm:
Set($Timezone , 'Asia/Singapore');
right now i'm using {$Transaction-CreatedAsString} to
show when the ticket was created in newly created tickets.
what's the difference betwen the two (for newly
created tickets)?
2. how to change the Subject line of messages to the format
used by our current support system.
the format i need:
QUEUE-MM-TicketId
(MM is the month - 04 for April, 05 for May etc.)
right now i'm stuck with:
[NETWORK #46]
i'm checking http://wiki.bestpractical.com/view/SendEmail
and from the archive
http://www.gossamer-threads.com/lists/rt/users/72259?search_string=sub%20SetSubjectToken%20;#72259
BUT he had problems with the email replies and had no response to his post.
many thanks for any help/tips.
erik
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Re: [rt-users] Forwarding emails to RT
If a customer emails me directly, I can hit the redirect button in my mail client (Mail.app) and send the message to RT, with the From: header intact, so RT knows which user to attribute it to (ie. not me, the customer). Doesn't solve the problem, but the more widely available MUA nmh from non-GNU offers the stand-alone dist command for this in case anyone ends up needing it. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
