[rt-users] Send SelfService url including password with every new ticket autoreply
Hello list, I will try to explain what I want to accomplish and I hope you will be able to point me in the right direction. I want users to be able to use the SelfService functionality and to do that I have followed the instructions found at http://wiki.bestpractical.com/view/AutogeneratedPassword . So far so good; users that have not yet have a password in the database will get an autogenerated one sent to them. I was also able to construct the right url to SelfService including their username and password, so they can view their ticket with one click. However, I want to send that url - including username and password - with every autoreply for new tickets they create. But here seems to be my problem. Once the password is generated, it is put in the database encrypted. I do not want to give the users a new password each time they create a new ticket, so how do I get the cleartext password to be used in the autoreply template? Hope you can help. Don't be afraid to ask for more info if something is not clear. Regards, Evert Jan ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Wiki Add-on for RTFM
See... but that don't solve my problem. What I want is the text format like in wikipedia.com with gray boxes, and index in my article to each topic.. that kind of stuff. If I just create a Custom Field I will only creating boxes, but not coloring it, not change my letter fonts etc etc etc.. Thanks for all the help guys. Fernanda L. M. Martins 2010/2/13 Torsten Brumm torsten.br...@googlemail.com OK, if you use the rtfm you have to define customfields to store the content. at the customfields setup you can define customfields of type wikitext. this should work 2010/2/13 Fernanda Martins flmmart...@gmail.com cf's? Please explain better, my english is very bad, and I'm desperaly trying to find this wiki thing. Fernanda L. M. Martins 2010/2/12 Torsten Brumm torsten.br...@googlemail.com Hm, i think cf's of type wiki text could work... 2010/2/12 Fernanda Martins flmmart...@gmail.com Anyone know if there is a wiki text formatting add-on for RTFM? I would like to write my articles in rtflm using the Wiki formating like tables, index... etc.. etc.. Fernanda L. M. Martins ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Creating one Article in more than one class
Can I create one article in more than one class on RTFM? Fernanda L. M. Martins ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Pls urgent help about double requestors for each new ticket
Softouch, Have you created any scrips that activate when a ticket is created? Otherwise, that's crazy. I can't see any reason that the vanilla RT would ever do that. It doesn't make sense and I can't think of any configuration settings that would do it either. The only thing I can think of is some scrip that is doing it. Kenn LBNL On 2/18/2010 9:49 PM, softouch wrote: Dear Ken, lets assume that i have user A,B,C,D in my RT. When User A is creating a ticket in the queue and making some one owner of Ticket out of RT Members, after ticket creation RT is showing Two Requester for this Ticket. One is User A who actually created the Ticket. Second randomly from B,C,D. i am unable to understand that why and when second requester is inserted inside the ticket. now when ever some correspondence is made with Requester , RT is sending Email to Two Requester. Hope i have explained my problem more precisely. Thanks, R i Z Ken Crocker wrote: Softouch, Your question is a bit vague. Are you having a problem segregating notifications? A problems distinguishing the difference between a ticket Creator and a Ticket Requestor? There are several relationships a user can have with a ticket. At the Queue level, they can be a watcher (either AdminCc or Cc). That implies that they want whatever notifications you set to go out for ALL tickets in that Queue. Then there are the Ticket watchers, which includes AdminCc, Cc, Owners (of which there can ONLY be one per ticket) and Requestors (of which there can be MANY per ticket). These watchers are called Roles which are basically Psuedo groups. The can have rights just like User-defined groups for a particular Queue and even globally. A Creator is neither a role or psuedo group of any kind and therefore /cannot have any rights/.nor be a /selected recipient of a notification/. A Ticket Creator is merely a ticket level field that retains the ID number of the user that /actually created/ (Via email or WebUI) the ticket and this user can be a different user than the Owner OR Requestor(s). You can display this persons User Name/Email address in any Query, however. Please define more succinctly exactly what your problem is and I'll try to help. Kenn LBNL On 2/18/2010 4:15 AM, softouch wrote: Hello. whenever my RT users are creating ticket in some queue, ticket is created by two owners. one who is actually creating the ticket and other it selects randomly between different RT Admins. please help me to sort out the reason of this issue. R i Z. View this message in context: Pls urgent help about double requestors for each new ticket http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27637404.html Sent from the Request Tracker - User mailing list archive http://old.nabble.com/Request-Tracker---User-f572.html at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Creating one Article in more than one class
On Fri, Feb 19, 2010 at 12:53:09PM -0200, Fernanda Martins wrote: Can I create one article in more than one class on RTFM? No, think of a Class like a Queue. One Class per Article, one Queue per Ticket. You want global topics I suspect. -kevin pgpwMf2YZxzGn.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Wiki Add-on for RTFM
On Fri, Feb 19, 2010 at 12:46:32PM -0200, Fernanda Martins wrote: See... but that don't solve my problem. What I want is the text format like in [1]wikipedia.com with gray boxes, and index in my article to each topic.. that kind of stuff. If I just create a Custom Field I will only creating boxes, but not coloring it, not change my letter fonts etc etc etc.. RT is not a wiki. I can't tell if you want to let people browse articles in RTFM (which they can do from RTFM - Articles, organized by class and topic) or if you want something entirely different. -kevin pgpNyUoYDkVHi.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT Apache memory leak. any examples of MPM settings?
My request tracker apache has been eating up memory. I think there is a memory leak. Below is my prefork MPM and Worker MPM what setting do you recommend? # prefork MPM # StartServers: number of server processes to start # MinSpareServers: minimum number of server processes which are kept spare # MaxSpareServers: maximum number of server processes which are kept spare # MaxClients: maximum number of server processes allowed to start # MaxRequestsPerChild: maximum number of requests a server process serves IfModule mpm_prefork_module StartServers 2 MinSpareServers 2 MaxSpareServers 3 MaxClients 50 MaxRequestsPerChild 1000 /IfModule # worker MPM # StartServers: initial number of server processes to start # MaxClients: maximum number of simultaneous client connections # MinSpareThreads: minimum number of worker threads which are kept spare # MaxSpareThreads: maximum number of worker threads which are kept spare # ThreadsPerChild: constant number of worker threads in each server process # MaxRequestsPerChild: maximum number of requests a server process serves IfModule mpm_worker_module StartServers 2 ThreadLimit 64 /IfModule # event MPM # StartServers: initial number of server processes to start # MaxClients: maximum number of simultaneous client connections # MinSpareThreads: minimum number of worker threads which are kept spare # MaxSpareThreads: maximum number of worker threads which are kept spare # ThreadsPerChild: constant number of worker threads in each server process # MaxRequestsPerChild: maximum number of requests a server process serves IfModule mpm_event_module StartServers 2 MaxClients 50 MinSpareThreads 25 MaxSpareThreads 100 ThreadLimit 64 ThreadsPerChild 25 MaxRequestsPerChild 1500 /IfModule Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Apache memory leak. any examples of MPM settings?
Never noticed issues with Apache. What version are you running? Will ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Apache memory leak. any examples of MPM settings?
Apache version 2.2.12 Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Will Sani Sent: Friday, February 19, 2010 10:49 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT Apache memory leak. any examples of MPM settings? Never noticed issues with Apache. What version are you running? Will ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Apache memory leak. any examples of MPM settings?
It is not a memory leak, memory does not get returned to the system -- ever. So a large query can bloat the memory usage and it will not shrink. We use cron to do a graceful apache restart once a day. No impact to users and it handles the memory usage growth over time. Regards, Ken On Fri, Feb 19, 2010 at 10:31:53AM -0800, Michael Neuschafer wrote: My request tracker apache has been eating up memory. I think there is a memory leak. Below is my prefork MPM and Worker MPM what setting do you recommend? # prefork MPM # StartServers: number of server processes to start # MinSpareServers: minimum number of server processes which are kept spare # MaxSpareServers: maximum number of server processes which are kept spare # MaxClients: maximum number of server processes allowed to start # MaxRequestsPerChild: maximum number of requests a server process serves IfModule mpm_prefork_module StartServers 2 MinSpareServers 2 MaxSpareServers 3 MaxClients 50 MaxRequestsPerChild 1000 /IfModule # worker MPM # StartServers: initial number of server processes to start # MaxClients: maximum number of simultaneous client connections # MinSpareThreads: minimum number of worker threads which are kept spare # MaxSpareThreads: maximum number of worker threads which are kept spare # ThreadsPerChild: constant number of worker threads in each server process # MaxRequestsPerChild: maximum number of requests a server process serves IfModule mpm_worker_module StartServers 2 ThreadLimit 64 /IfModule # event MPM # StartServers: initial number of server processes to start # MaxClients: maximum number of simultaneous client connections # MinSpareThreads: minimum number of worker threads which are kept spare # MaxSpareThreads: maximum number of worker threads which are kept spare # ThreadsPerChild: constant number of worker threads in each server process # MaxRequestsPerChild: maximum number of requests a server process serves IfModule mpm_event_module StartServers 2 MaxClients 50 MinSpareThreads 25 MaxSpareThreads 100 ThreadLimit 64 ThreadsPerChild 25 MaxRequestsPerChild 1500 /IfModule Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Apache memory leak. any examples of MPM settings?
Highly doubt Apache is to blame, especially 2.2.x. What eluded you to think it was Apache? Will From: Michael Neuschafer [mailto:mneuscha...@nationalstoresinc.com] Sent: Friday, February 19, 2010 10:51 AM To: Will Sani; rt-users@lists.bestpractical.com Subject: RE: [rt-users] RT Apache memory leak. any examples of MPM settings? Apache version 2.2.12 Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Will Sani Sent: Friday, February 19, 2010 10:49 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT Apache memory leak. any examples of MPM settings? Never noticed issues with Apache. What version are you running? Will ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Apache memory leak. any examples of MPM settings?
Well, when I restart apache my memory and swap drops down. Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Will Sani Sent: Friday, February 19, 2010 11:18 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT Apache memory leak. any examples of MPM settings? Highly doubt Apache is to blame, especially 2.2.x. What eluded you to think it was Apache? Will From: Michael Neuschafer [mailto:mneuscha...@nationalstoresinc.com] Sent: Friday, February 19, 2010 10:51 AM To: Will Sani; rt-users@lists.bestpractical.com Subject: RE: [rt-users] RT Apache memory leak. any examples of MPM settings? Apache version 2.2.12 Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Will Sani Sent: Friday, February 19, 2010 10:49 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT Apache memory leak. any examples of MPM settings? Never noticed issues with Apache. What version are you running? Will ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Apache memory leak. any examples of MPM settings?
That's a good start. You might want to also look into your MySQL schema. There is a slight possibility that large DB queries are causing this issue. I forgot to ask, what RT version are you running? Will From: Michael Neuschafer [mailto:mneuscha...@nationalstoresinc.com] Sent: Friday, February 19, 2010 11:21 AM To: Will Sani; rt-users@lists.bestpractical.com Subject: RE: [rt-users] RT Apache memory leak. any examples of MPM settings? Well, when I restart apache my memory and swap drops down. Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Will Sani Sent: Friday, February 19, 2010 11:18 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT Apache memory leak. any examples of MPM settings? Highly doubt Apache is to blame, especially 2.2.x. What eluded you to think it was Apache? Will From: Michael Neuschafer [mailto:mneuscha...@nationalstoresinc.com] Sent: Friday, February 19, 2010 10:51 AM To: Will Sani; rt-users@lists.bestpractical.com Subject: RE: [rt-users] RT Apache memory leak. any examples of MPM settings? Apache version 2.2.12 Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Will Sani Sent: Friday, February 19, 2010 10:49 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT Apache memory leak. any examples of MPM settings? Never noticed issues with Apache. What version are you running? Will ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Apache memory leak. any examples of MPM settings?
RT 3.8.6, I just thought it was the MPM Settings, with maxrequestperchild or threadlimit. Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Will Sani Sent: Friday, February 19, 2010 11:24 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT Apache memory leak. any examples of MPM settings? That's a good start. You might want to also look into your MySQL schema. There is a slight possibility that large DB queries are causing this issue. I forgot to ask, what RT version are you running? Will From: Michael Neuschafer [mailto:mneuscha...@nationalstoresinc.com] Sent: Friday, February 19, 2010 11:21 AM To: Will Sani; rt-users@lists.bestpractical.com Subject: RE: [rt-users] RT Apache memory leak. any examples of MPM settings? Well, when I restart apache my memory and swap drops down. Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Will Sani Sent: Friday, February 19, 2010 11:18 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT Apache memory leak. any examples of MPM settings? Highly doubt Apache is to blame, especially 2.2.x. What eluded you to think it was Apache? Will From: Michael Neuschafer [mailto:mneuscha...@nationalstoresinc.com] Sent: Friday, February 19, 2010 10:51 AM To: Will Sani; rt-users@lists.bestpractical.com Subject: RE: [rt-users] RT Apache memory leak. any examples of MPM settings? Apache version 2.2.12 Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Will Sani Sent: Friday, February 19, 2010 10:49 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT Apache memory leak. any examples of MPM settings? Never noticed issues with Apache. What version are you running? Will ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Pls urgent help about double requestors for each new ticket
Hello Ken, i have following scrips when some ticket is created 3 On Create Autoreply To RequestorsTransactionCreate On Create Autoreply To Requestors Autoreply 4 On Create Notify AdminCcs TransactionCreate On Create Notify AdminCcsTransaction 15 On Create Notify Other Recipients TransactionCreate On Create Notify Other RecipientsTransaction 13 On Create Notify Owner TransactionCreate On Create Notify Owner Transaction R i Z. Ken Crocker wrote: Softouch, Have you created any scrips that activate when a ticket is created? Otherwise, that's crazy. I can't see any reason that the vanilla RT would ever do that. It doesn't make sense and I can't think of any configuration settings that would do it either. The only thing I can think of is some scrip that is doing it. Kenn LBNL On 2/18/2010 9:49 PM, softouch wrote: Dear Ken, lets assume that i have user A,B,C,D in my RT. When User A is creating a ticket in the queue and making some one owner of Ticket out of RT Members, after ticket creation RT is showing Two Requester for this Ticket. One is User A who actually created the Ticket. Second randomly from B,C,D. i am unable to understand that why and when second requester is inserted inside the ticket. now when ever some correspondence is made with Requester , RT is sending Email to Two Requester. Hope i have explained my problem more precisely. Thanks, R i Z Ken Crocker wrote: Softouch, Your question is a bit vague. Are you having a problem segregating notifications? A problems distinguishing the difference between a ticket Creator and a Ticket Requestor? There are several relationships a user can have with a ticket. At the Queue level, they can be a watcher (either AdminCc or Cc). That implies that they want whatever notifications you set to go out for ALL tickets in that Queue. Then there are the Ticket watchers, which includes AdminCc, Cc, Owners (of which there can ONLY be one per ticket) and Requestors (of which there can be MANY per ticket). These watchers are called Roles which are basically Psuedo groups. The can have rights just like User-defined groups for a particular Queue and even globally. A Creator is neither a role or psuedo group of any kind and therefore /cannot have any rights/.nor be a /selected recipient of a notification/. A Ticket Creator is merely a ticket level field that retains the ID number of the user that /actually created/ (Via email or WebUI) the ticket and this user can be a different user than the Owner OR Requestor(s). You can display this persons User Name/Email address in any Query, however. Please define more succinctly exactly what your problem is and I'll try to help. Kenn LBNL On 2/18/2010 4:15 AM, softouch wrote: Hello. whenever my RT users are creating ticket in some queue, ticket is created by two owners. one who is actually creating the ticket and other it selects randomly between different RT Admins. please help me to sort out the reason of this issue. R i Z. View this message in context: Pls urgent help about double requestors for each new ticket Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with
Re: [rt-users] RT-Users Digest, Vol 71, Issue 47
! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- next part -- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20100219/cfdb6683/attachment-0001.htm -- Message: 2 Date: Fri, 19 Feb 2010 10:31:36 -0500 From: Kevin Falcone falc...@bestpractical.com Subject: Re: [rt-users] Creating one Article in more than one class To: rt-users@lists.bestpractical.com Message-ID: 20100219153136.gc...@jibsheet.com Content-Type: text/plain; charset=us-ascii On Fri, Feb 19, 2010 at 12:53:09PM -0200, Fernanda Martins wrote: Can I create one article in more than one class on RTFM? No, think of a Class like a Queue. One Class per Article, one Queue per Ticket. You want global topics I suspect. -kevin -- next part -- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20100219/2f86b8e4/attachment-0001.pgp -- Message: 3 Date: Fri, 19 Feb 2010 10:31:05 -0500 From: Kevin Falcone falc...@bestpractical.com Subject: Re: [rt-users] Wiki Add-on for RTFM To: rt-users@lists.bestpractical.com Message-ID: 20100219153105.gb...@jibsheet.com Content-Type: text/plain; charset=us-ascii On Fri, Feb 19, 2010 at 12:46:32PM -0200, Fernanda Martins wrote: See... but that don't solve my problem. What I want is the text format like in [1]wikipedia.com with gray boxes, and index in my article to each topic.. that kind of stuff. If I just create a Custom Field I will only creating boxes, but not coloring it, not change my letter fonts etc etc etc.. RT is not a wiki. I can't tell if you want to let people browse articles in RTFM (which they can do from RTFM - Articles, organized by class and topic) or if you want something entirely different. -kevin -- next part -- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20100219/8a347153/attachment-0001.pgp -- Message: 4 Date: Fri, 19 Feb 2010 10:31:53 -0800 From: Michael Neuschafer mneuscha...@nationalstoresinc.com Subject: [rt-users] RT Apache memory leak. any examples of MPM settings? To: rt-users@lists.bestpractical.com Message-ID: 323e0713a7b4bb448fe88038747abbac05765...@hqsvr03.nationalmail Content-Type: text/plain; charset=us-ascii My request tracker apache has been eating up memory. I think there is a memory leak. Below is my prefork MPM and Worker MPM what setting do you recommend? # prefork MPM # StartServers: number of server processes to start # MinSpareServers: minimum number of server processes which are kept spare # MaxSpareServers: maximum number of server processes which are kept spare # MaxClients: maximum number of server processes allowed to start # MaxRequestsPerChild: maximum number of requests a server process serves IfModule mpm_prefork_module StartServers 2 MinSpareServers 2 MaxSpareServers 3 MaxClients 50 MaxRequestsPerChild 1000 /IfModule # worker MPM # StartServers: initial number of server processes to start # MaxClients: maximum number of simultaneous client connections # MinSpareThreads: minimum number of worker threads which are kept spare # MaxSpareThreads: maximum number of worker threads which are kept spare # ThreadsPerChild: constant number of worker threads in each server process # MaxRequestsPerChild: maximum number of requests a server process serves IfModule mpm_worker_module StartServers 2 ThreadLimit 64 /IfModule # event MPM # StartServers: initial number of server processes to start # MaxClients: maximum number of simultaneous client connections # MinSpareThreads: minimum number of worker threads which are kept spare # MaxSpareThreads: maximum number of worker threads which are kept spare # ThreadsPerChild: constant number
[rt-users] forward ticket transaction system record
RT doesn't seem to record forwards of tickets transactions. Am I just missing something, or do I need to add it? -- Eleanor J. (Piglet) Evans, e...@panix.com Customer Support, (212) 741-4400 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com