Re: [rt-users] Tables in RTFM or changing the RTFM Wiki interpreter
Geoff Roberts wrote: Hi, Does anyone know if it is possible to create tables in RTFM Wiki custom fields? I am using RTFM 2.4.1. Just for a test I have disabled tag scanning and then any valid html code is rendered as html. I don't know exactly what I changed, has been a while I tested this, but if you can't figure it out yourself I'll rummage through my dev instance to find the diff. Either I changed a RTFM component or I changed Text::Wiki(?) Regards, 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] RT performance issue
Varun Vyas wrote: Hello All. Well we have deployed RT 3.6.3 on oracle 9i database as an backend in a medium sized firm and we have lots of tickets processed everyday more than 100. My problem is that the application is very irresponsive and very slow. We have already 8 gigs of RAM on our webserver with Apache 2.0 and fastCGI implemented. Also we have performed indexing on our oracle database with fastcgi implemented. But nothing seems to be going in our way. So please anyone can suggest wat will be the problem. I m looking for concerete answer to my problem. On which side i need to tune on application side or on database side and if on both side what step i need to take to make my application lightning fast.With acceptable level of performance. You might have 8G or RAM but how much is being allocated to Oracle ? Please specify in either terms of SGA/PGA and automatic memory allocation or as dedicated SGA/blockbuffer pool allocations Further is it Oracle that is slow or is it Apache that is being slow? Which things are slow? (Searching on ticket CONTENT is without proper context indexing reeel slow.), not to mention that standard SearchBuilder pre and post pends % to queries, effectively disabling the use of indices :-(( Regards, Joop (PS: Contact me off list if you need specific help ) ___ 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] 3.6.x end of support ?
Hi, I currently use 3.6.x Does anyone know how long it will be supported ? Regards, -- Oleg Sladkoff KELKOO - Service Architect oleg.sladk...@kelkoo.com Yahoo messenger : Kelkoooleg tel : +33 (0)476848147 gsm : +33(0)675768532 ___ 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] remove images attached for mail signature.
Hello I want to remove from the incoming mails the images attached to the mail that are used by the corporate signature of my company added automatically by our mailers. the image name are known. How can i manage this (if it is possible) ? many thanks for helping -- Damien ___ 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] Display of Children on Search results in 3.6.3
Hi there We've been using RT in our office for a little while but we've recently started grouping some tickets with others using parent child relationships to track related issues within one queue. To help with this I've set up a saved search that shows the children, and excludes tickets with parents set, so far so good. However the listing of child tickets just shows their ID numbers (as links), and it shows tickets that are closed as well as open. Is there any way to (a) show the child tickets' names instead of (or as well as) their id numbers on the search results (b) to choose whether we see only open tickets on that summary list To me (a) would seem like it should be a lot easier than (b), but I don't really know. I'd love a solution that just involves changing the output formats on the advanced search interface, but I'm willing to change some code if that's what's needed (but go gently because my PERL is rusty). David ___ 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] Scrips actions - limiting correspondance propogation to internal users
Hi folks Anyone have any ideas about the unanswered question below? I think the key is to write a custom condition to identify whether the actor is a privileged or unprivileged user, but I'm not sure how I would do that? Richard 2007/6/15 Mark Royan m...@coastal-it.com The scrip that appears to control this is, but we are unsure how to limit it to only act when initiated by one of our user's within the system - On Correspond Notify Requestors and Ccs with template Correspondence Is there a way to limit the auto-sending of correspondence when an external user replies to a ticket? We want the external users to be able to reply to the ticket so that the content is automatically included in the ticket but we don't want that reply to be automatically forwarded per the On Correspond Notify Requestors and Ccs with template Correspondence scrip. It seems that we do need to keep this script in the system in some capacity to maintain proper handling when internal users reply to a ticket. Has anybody discovered a way to do this? Regards, Mark Royan Coastal IT Consulting, LLC http://www.coastal-it.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 ___ 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] Scrips actions - limiting correspondance propogation to internal users
Hi Richard, The RT::User class has a method named Privileged that might do what you are looking for. Something like this perhaps: my $Creator = $self-TransactionObj-CreatorObj; my $Privileged = $Creator-Privileged(); I use this to prevent privileged users from doing a password reset via e-mail. Gene At 07:22 AM 6/23/2009, Richard Brady wrote: Hi folks Anyone have any ideas about the unanswered question below? I think the key is to write a custom condition to identify whether the actor is a privileged or unprivileged user, but I'm not sure how I would do that? Richard 2007/6/15 Mark Royan mailto:m...@coastal-it.comm...@coastal-it.com The scrip that appears to control this is, but we are unsure how to limit it to only act when initiated by one of our user's within the system - On Correspond Notify Requestors and Ccs with template Correspondence Is there a way to limit the auto-sending of correspondence when an external user replies to a ticket? We want the external users to be able to reply to the ticket so that the content is automatically included in the ticket but we don't want that reply to be automatically forwarded per the On Correspond Notify Requestors and Ccs with template Correspondence scrip. It seems that we do need to keep this script in the system in some capacity to maintain proper handling when internal users reply to a ticket. Has anybody discovered a way to do this? Regards, Mark Royan Coastal IT Consulting, LLC http://www.coastal-it.comhttp://www.coastal-it.com -- 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
Re: [rt-users] Question on custom scrip condition
Kevin,
You can get the Id thus:
my $Corresponder = $self-TransactionObj-CreatorObj-PrincipalId;
and you can check if it is nobody against $RT::Nobody-Id.
Maybe someone else on the list can help you with the check for privileged.
As for why an Email goes out or not, that depends on:
1. valid scrip condition action
2. valid UserID as recipient (must be privileged and has rights to
queue sending out Email).
Kenn
LBNL
On 6/22/2009 4:16 PM, Kevin Gagel wrote:
Yeah, I hadn't considered that. But in that case then it shouldn't try
to send the email. So it'll need a check for the owner and if the
owner is not nobody then send the message. Still, I don't know how to
do either of those checks, for the owner and then to ensure it sends
an email.
Any pointers?
Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel
--- Original message ---
Subject: Re: [rt-users] Question on custom scrip condition
From: Ken Crocker kfcroc...@lbl.gov
To: Kevin Gagel ga...@cnc.bc.ca
Cc: RT-Users@lists.bestpractical.com
Date: 22/06/2009 3:24 PM
Kevin,
What if the ticket is created WITHOUT an owner?
Kenn
LBNL
On 6/22/2009 2:57 PM, Kevin Gagel wrote:
Thanks Ken for the script. I've altered Ken's script to this:
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
if ($trans-Type eq 'CustomField')
{my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id,
Name = 'Urgency');
return 0 unless $cf-id;
if ($trans-Field == $cf-id $trans-NewValue eq 'URGENT')
{
$RT::Logger-debug('.');
$RT::Logger-debug('It is an URGENT ticket so send the
owner a message.');
$RT::Logger-debug('.');
return 1;
}
else
{
$RT::Logger-debug('.');
$RT::Logger-debug('Fell through the check and into the else.');
$RT::Logger-debug('.');
}
}
return 0;
===
The debug output shows it is doing what's expected but I am not
receiving an email. The debug output indicates that no recipients
were found. So... How do I correct that?
I want the owner of the ticket to be notified by email if a ticket is
created with an URGENT status or if the status changes to URGENT.
Actual debug output:
[Mon Jun 22 21:51:02 2009] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:689)
[Mon Jun 22 21:51:02 2009] [debug]: Working on mailfield Bcc;
recipients are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:650)
[Mon Jun 22 21:51:02 2009] [debug]: Subject: [Email Issue: #165]
URGENT: URGENT
From: Kevin W. Gagel via RT r...@xx.bc.ca
Reply-To: r...@xx.bc.ca
Message-ID: rt-3.8.2-19683-1245707462-1931.165-1...@cnc IT Services
Precedence: bulk
X-RT-Loop-Prevention: CNC's Ticket System
RT-Ticket: CNC's Ticket System #165
Managed-by: RT 3.8.2 (http://www.bestpractical.com/rt/)
RT-Originator: ga...@xx.bc.ca
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=utf-8
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:657)
[Mon Jun 22 21:51:02 2009] [debug]: Removing deferred recipients from
Bcc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:680)
[Mon Jun 22 21:51:02 2009] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:689)
[Mon Jun 22 21:51:02 2009] [debug]: No recipients found for deferred
delivery on transaction #2236
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:702)
Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel
--- Original message ---
Subject: Re: [rt-users] Question on custom scrip condition
From: Ken Crocker kfcroc...@lbl.gov
To: Kevin Gagel ga...@cnc.bc.ca
Cc: RT Users RT-Users@lists.bestpractical.com
Date: 16/06/2009 3:56 PM
Kevin,
Here's one we use for when the development step of a ticket (CF
Work-State) is changed to Review Approved:
# condition execution on CF Review Process
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
if ($trans-Type eq 'CustomField')
{my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id,
Name = Work-State);
return 0 unless $cf-id;
if ($trans-Field == $cf-id
$trans-NewValue eq Review Complete-Approved)
{
return 1;
}
}
return 0;
Just plug in your CF name and value you want and you're set. Hope
this helps.
Kenn
LBNL
On 6/16/2009 2:53 PM, Kevin Gagel wrote:
My users don't want to use priorities so they've had me create 4
levelsfor urgency. They only want to be notified by email on an item
that hasthe highest urgency level set. So I want to setup a custom
conditionthat tests for that level and then
Re: [rt-users] CentOS 5 RPMs
Helmuth Ramirez wrote: Have you tried installing it from source using this guide (its very good) http://www.ptitov.net/2008/07/request-tracker-installation-o.html I found this a couple of days ago but set it aside since it was using MySQL. Looking at it again I see it covers a remote database and I can just modify the steps to work for PostgreSQL. Thanks for reminder. \\||/ Rod -- -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Roderick A. Anderson Sent: Tuesday, June 23, 2009 12:19 PM To: RT Users Subject: Re: [rt-users] CentOS 5 RPMs Jason A. Smith wrote: On Mon, 2009-06-22 at 14:27 -0700, Roderick A. Anderson wrote: Anyone aware of RPMs for RT? Specifically for CentOS 5 and hopefully for the latest (or nearly so) version of RT? EPEL has rpms for RHEL5, but for the older stable 3.6.x version: http://download.fedora.redhat.com/pub/epel/5/SRPMS/repoview/rt3.html I've tried a few searches (Google and yum) but not having any luck. The stuff on the wiki is for CentOS 4 and uses MySQL (and probably a local database.) I may end up hacking the src RPM to see if I can get it to build for C5. If you want the latest 3.8.x version and don't mind rebuilding and possibly hacking src rpms, then you can try the ones from fedora: http://download.fedora.redhat.com/pub/fedora/linux/releases/11/Everythin g/source/SRPMS/repoview/rt3.html Thanks Jason. I'll probably end up doing that. Right now I'm fighting a version issue with Encode from rpmforge and the CentOS 5 Perl 5.8.8 package. Maybe doing the RT RPM will fix the other. \\||/ Rod ___ 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] Redux: CentOS 5 RPMs
Roderick A. Anderson wrote: Well after Helmuth reminded me of the CentOS installation guide I took the time to give it a try. Works quite well. I still have a few packages missing and can't seem to figure out why there are problems. Net::Server goes _away_ while running tests and one perl process goes defunct (I'm watching with top) at this point t/Server_BASE.t ... 6/6 _ two others (perl processes) just sit there but don't use any resources. This is a Linux-Vserver guest so I suspect it might be a capabilities issue but if anyone has run into a same/similar thing please let me know so I can hunt in the right place. Once I figure this out I'm sure Net::Server::PreFork will install. The packages are Calendar::Simple and XML::RSS neither of which will install. I have more research to do on these but again if anyone has run into same/similar I'd appreciate any hints. Quick update. The problem children were all available via yum. perl-Calendar-Simple perl-Net-Server gets me no MISSING packages. \\||/ Rod -- ___ 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] Redux: CentOS 5 RPMs
For XML::RSS try install the expat packages from yum. IIRC, the default XML processor on Centos 5 is not expat, and some of the perl libraries don't like that much.. Roderick A. Anderson wrote: Well after Helmuth reminded me of the CentOS installation guide I took the time to give it a try. Works quite well. I still have a few packages missing and can't seem to figure out why there are problems. Net::Server goes _away_ while running tests and one perl process goes defunct (I'm watching with top) at this point t/Server_BASE.t ... 6/6 _ two others (perl processes) just sit there but don't use any resources. This is a Linux-Vserver guest so I suspect it might be a capabilities issue but if anyone has run into a same/similar thing please let me know so I can hunt in the right place. Once I figure this out I'm sure Net::Server::PreFork will install. The packages are Calendar::Simple and XML::RSS neither of which will install. I have more research to do on these but again if anyone has run into same/similar I'd appreciate any hints. \\||/ Rod -- Matthew Isaacs Systems Engineer Wolfram Research, Inc. 1-217-398-0700 x3311 ___ 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] Redux: CentOS 5 RPMs
Additionally, I've found that if you have version issues, just rebuild the SRPM for the package with the newer module put in site_perl instead of vendor_perl and version the package name in some way (much like library versioning), so as to not cause issues with upstream versions from RHEL or CentOS' main repos. On 6/23/09 11:19 AM, Roderick A. Anderson raand...@cyber-office.net wrote: Roderick A. Anderson wrote: Well after Helmuth reminded me of the CentOS installation guide I took the time to give it a try. Works quite well. I still have a few packages missing and can't seem to figure out why there are problems. Net::Server goes _away_ while running tests and one perl process goes defunct (I'm watching with top) at this point t/Server_BASE.t ... 6/6 _ two others (perl processes) just sit there but don't use any resources. This is a Linux-Vserver guest so I suspect it might be a capabilities issue but if anyone has run into a same/similar thing please let me know so I can hunt in the right place. Once I figure this out I'm sure Net::Server::PreFork will install. The packages are Calendar::Simple and XML::RSS neither of which will install. I have more research to do on these but again if anyone has run into same/similar I'd appreciate any hints. Quick update. The problem children were all available via yum. perl-Calendar-Simple perl-Net-Server gets me no MISSING packages. \\||/ Rod ___ 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 Internal Server Error
Hello All, I m facing problem with my RT 3.6.3 i have apache 2 installed with fastcgi implemented and 8GB of ram in application server. But quite often i m getting Internal Server Error 500 and when i see the logs it shows error like incomplete header received from server and comm with server error. And as far as i know this happens frequently when we try to close ticket. Although tickets gets closed but we got internal server error and page gets irresponsive. We have to wait for certain minutes after that again refreshing makes all thing normal. But i m not able to get why we are encountering this problem Can any one has idea regarding that and help me out. Thanks Regards Varun ___ 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
