[rt-users] Date format RT 3.8.8
Hi all, I'm running RT 3.8.8 and I wonder if is it possible to customize the date format. In Preferences/Locale I can choose many date formats, but there isn't a short date (ie without time for example). Is it possible to add customized date format ? Many thank's Marco Induni ** Visit: http://www.rsi.ch This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify postmas...@rsi.ch Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Request Tracker customisation
Hi folks, we have set up a RT webserver and we are searching for a way to change some default behaviour. My boss want me to have several E-mails for one customer it seems I had to use RT Extension MergeUsers to do this or can you tell me an other way ? Is this Extension really helpfull within my situation ? We also want to deactivate some information showed on the client selfservice, for exemple change status information and reminder are not relevant for our customer Do you know a way to do that ? (disabling scrips I guess but I can't find out wich one) Thanks for all your help -- Cordialement / Greetings Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Request Tracker customisation
Georghy wrote: We also want to deactivate some information showed on the client selfservice, for exemple change status information and reminder are not relevant for our customer Do you know a way to do that ? (disabling scrips I guess but I can't find out wich one) Search the wiki and/or the mailinglist rt-users for SkipTransaction. Further read the wiki about cleanly modifying RT. Regards, Joop Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] speeding up rt-shredder
Hi all. I'm trying to use rt-shredder to delete 700K tickets out of the RT Database but at the moment it's moving incredibly slowly. 1 ticket every few minutes is being deleted. Is there anyway to speed up rt-shredder deletes ? Command being issued: rt-shredder --plugin Tickets=query,Subject like '%UNDELIVERABLE%';limit,1000 --sqldump /tmp/shredder-restore-tickets.sql RT Version 3.8.7 , MySQL DB Ver 5.0.77 Regards Ronald Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Request Tracker customisation
My boss want me to have several E-mails for one customer it seems I had to use RT Extension MergeUsers to do this or can you tell me an other way ? Is this Extension really helpfull within my situation ? We have several mail aliases for our users in LDAP. I use MergeUsers together with my own script to autocreate every internal mailadress in LDAP, and merge the users together so that mail to/from any of these mailaliases are linked to the proper RT user. So yes, MergeUsers is helpful when users have 1 mail address. .../Bosse -- Lars Kristian (Bosse) Klykken, Senior Engineer Server Operations / IT Division Norwegian Meteorological Institute http://met.no - http://yr.no Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Request Tracker customisation
Please reply to all when you are answering list messages. So yes, MergeUsers is helpful when users have 1 mail address. Is it easy to use ? Well, yes, but you should just try it out on your test server and make up your own opinion. I must have a LDAP server or is it not necessary ? Not at all, I was just giving you a different perspective to its usage. .../Bosse Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Request Tracker customisation
Lars Kristian Klykken a écrit : Please reply to all when you are answering list messages. So yes, MergeUsers is helpful when users have 1 mail address. Is it easy to use ? Well, yes, but you should just try it out on your test server and make up your own opinion. I must have a LDAP server or is it not necessary ? Not at all, I was just giving you a different perspective to its usage. .../Bosse thanks for all your answer I'll try it and give you my feedback -- Cordialement / Greetings Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] ExternalAuth - loading fine but isn't authenticating to LDAP
Wow. 3 days of on/off debugging and getting frustrated, for a spelling mistake... hahahaha, Much appreciated Kevin. I can now login using an AD Account and it creates it properly in RT. Thanks! Mike. On Mon, Jul 26, 2010 at 5:03 PM, Kevin Falcone falc...@bestpractical.comwrote: On Mon, Jul 26, 2010 at 04:25:21PM -0400, Mike Johnson wrote: [Mon Jul 26 19:52:58 2010] [warning]: DBD::mysql::st execute failed: Unknown column 'Priviledged' in 'field list' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm The column is Privileged, not Priviledged. I'm going to assume you've misconfigured something, possibly the AutoCreate setting. Again, I am no perl wiz, and I'm just making guesses as to whats wrong based on these logs... RTFM might work with 3.8.8, I just can't get mine to work. RTFM has a bug with 3.8.8, I just failed to see what it had to do with your RT-Authen-ExternalAuth problems. You can pull a patch from the rtfm repo or wait for 2.4.3rc1 to be released. There should be links if you search the list archives. -kevin Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] speeding up rt-shredder
Hi Ronald You need to add some more indexes to a few of the tables. this thread explains all. Think we got to a point where we could shred one user/ticket every 3-6 secs or so http://lists.fsck.com/pipermail/rt-users/2009-November/062395.html hope it helps regards Garry -- Dr Garry Booth IT Services Loughborough University Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] speeding up rt-shredder
Thanks for the link, it's helped, but hoping for more gains. I've applied the indexes as described and edited the Record.pm and it's knocked the deletes down to 40 seconds per ticket. Which translates to about 115 200 records per day or a week solid to delete my required 700 000 tickets. Any other other ideas ? Ronald On Tue, Jul 27, 2010 at 3:30 PM, G.Booth g.bo...@lboro.ac.uk wrote: Hi Ronald You need to add some more indexes to a few of the tables. this thread explains all. Think we got to a point where we could shred one user/ticket every 3-6 secs or so http://lists.fsck.com/pipermail/rt-users/2009-November/062395.html hope it helps regards Garry -- Dr Garry Booth IT Services Loughborough University Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Install RT on Rackspace Cloud Server
We've made multiple attempts to install RT on a Cloud server (Centos 5.5) hosted at Rackspace with no success. Our plan is two fold: move our current installation from our own internal server to the hosted one, and also upgrade from 3.6.3 to the latest stable version in the process. Any ideas on the process in broad strokes or step-by-step would be greatly appreciated. Ben McLendon I.T. Director Barnes Healthcare Services Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Install RT on Rackspace Cloud Server
On Tue, Jul 27, 2010 at 09:56:28AM -0500, Ben McLendon wrote: We've made multiple attempts to install RT on a Cloud server (Centos 5.5) hosted at Rackspace with no success. Our plan is two fold: move our current installation from our own internal server to the hosted one, and also upgrade from 3.6.3 to the latest stable version in the process. Any ideas on the process in broad strokes or step-by-step would be greatly appreciated. It would be useful if you could give some idea of where you fell down so that we can provide some specific pointers. In general, the plan would be like something like: * configure new installation and test with test database ... * shut down new installation and wipe out test database * make sure that appropriate configuration changes have been made * rtname and organization should match old system * shut down current installation * dump database to a file * load database onto new server * run database upgrade process on new server: rt-setup-database --action upgrade [..] * start up new installation You'd want to test that whole migration cycle before trying it for real, ensuring that you don't accidentally send out mail to real users whilst doing that stage of testing. This assumes that no local modifications have been made to the old system. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Install RT on Rackspace Cloud Server
Ben, In over 40 years in this business, I can hoestly say that the best way to implement any plan is to keep it simple. My advice is to upgrade first, make sure it is working the way you expect and THEN try moving it. Otherwise, you run the VERY REAL RISK of complicating the problems and causes. You'll spend 3 times as much time trying to figure whether the cause of a problem is the cloud server or the install. Good Luck! I'd love to hear the success story. Kenn LBNL On Tue, Jul 27, 2010 at 7:56 AM, Ben McLendon b...@barneshc.com wrote: We've made multiple attempts to install RT on a Cloud server (Centos 5.5) hosted at Rackspace with no success. Our plan is two fold: move our current installation from our own internal server to the hosted one, and also upgrade from 3.6.3 to the latest stable version in the process. Any ideas on the process in broad strokes or step-by-step would be greatly appreciated. Ben McLendon I.T. Director Barnes Healthcare Services Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.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] speeding up rt-shredder
What command are you running to run shredder? For me, the best way to speed it up, was to ensure that I was specifying a date range, and to break it down into chunks(like one command per month) Max On 7/27/2010 10:45 AM, ronald higgins wrote: Thanks for the link, it's helped, but hoping for more gains. I've applied the indexes as described and edited the Record.pm and it's knocked the deletes down to 40 seconds per ticket. Which translates to about 115 200 records per day or a week solid to delete my required 700 000 tickets. Any other other ideas ? Ronald On Tue, Jul 27, 2010 at 3:30 PM, G.Boothg.bo...@lboro.ac.uk wrote: Hi Ronald You need to add some more indexes to a few of the tables. this thread explains all. Think we got to a point where we could shred one user/ticket every 3-6 secs or so http://lists.fsck.com/pipermail/rt-users/2009-November/062395.html hope it helps regards Garry -- Dr Garry Booth IT Services Loughborough University Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.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] speeding up rt-shredder
Thanks for the response Maxwell, So i've added in a date, but alas, still around the 40 second mark. rt-shredder --force --plugin Tickets=query,Subject like '%VIAGRA%' and LastUpdated = '2010-07-01 07:00:00' AND LastUpdated = '2010-07-26 07:00:00';limit,2 --sqldump /tmp/shredder-restore-tickets.sql SQL dump file is '/tmp/shredder-restore-tickets.sql' [Tue Jul 27 17:00:49 2010] [info]: RT::CachedGroupMember-9874009 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:00:49 2010] [info]: RT::Transaction-13303884 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:00:49 2010] [info]: RT::Group-6080735 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:00:49 2010] [info]: RT::Principal-6080735 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:00:56 2010] [info]: RT::CachedGroupMember-9874011 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:00:56 2010] [info]: RT::GroupMember-3867641 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:02 2010] [info]: RT::CachedGroupMember-9874006 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:02 2010] [info]: RT::Transaction-13303881 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:02 2010] [info]: RT::Group-6080732 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:03 2010] [info]: RT::Principal-6080732 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:09 2010] [info]: RT::CachedGroupMember-9878143 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:09 2010] [info]: RT::GroupMember-3869201 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:16 2010] [info]: RT::CachedGroupMember-9874007 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:16 2010] [info]: RT::Transaction-13303882 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:16 2010] [info]: RT::Group-6080733 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:16 2010] [info]: RT::Principal-6080733 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:23 2010] [info]: RT::CachedGroupMember-9874008 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:23 2010] [info]: RT::Transaction-13303883 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:23 2010] [info]: RT::Group-6080734 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:24 2010] [info]: RT::Principal-6080734 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:24 2010] [info]: RT::Attachment-7922989 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:24 2010] [info]: RT::Transaction-13303885 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:25 2010] [info]: RT::Attachment-7922996 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:25 2010] [info]: RT::Transaction-13303897 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:25 2010] [info]: RT::Transaction-13308538 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:25 2010] [info]: RT::Transaction-13308539 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:26 2010] [info]: RT::Attachment-7925504 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:26 2010] [info]: RT::Transaction-13308542 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:26 2010] [info]: RT::Transaction-13309288 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:26 2010] [info]: RT::Ticket-1603953 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:32 2010] [info]: RT::CachedGroupMember-9874027 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:33 2010] [info]: RT::Transaction-13303900 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:33 2010] [info]: RT::Group-6080747 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:33 2010] [info]: RT::Principal-6080747 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:40 2010] [info]: RT::CachedGroupMember-9874029 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:40 2010] [info]: RT::GroupMember-3867647 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:46 2010] [info]: RT::CachedGroupMember-9874024 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:46 2010] [info]:
[rt-users] RTAddressRegexp - not clear to me
Upon nearly completing my RT installation, and running: # make initialize-database I got the message: == [Tue Jul 27 17:12:29 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/home/packages/rt-3.8.8/sbin/../lib/RT/Config.pm:343) Now inserting data Done inserting data Done. == If I have 3 queues, ie: support-h...@bob.domain.com sales-h...@bob.domain.com it-reque...@bob.domain.com Do I need to list all those addresses (and any future addresses) in that RTAddressRegexp option ? Or is this only if I have something at (ie:) h...@jack.somewhere.com forwarding to my RT system in which case I'd want to add: h...@jack.somewhere.com to the RTAddressRegexp option ? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] speeding up rt-shredder
On Tue, 27 Jul 2010 19:04:35 +0200 ronald higgins ronald.higg...@gmail.com wrote: Thanks for the response Maxwell, So i've added in a date, but alas, still around the 40 second mark. rt-shredder --force --plugin Tickets=query,Subject like '%VIAGRA%' and LastUpdated = '2010-07-01 07:00:00' AND LastUpdated = '2010-07-26 07:00:00';limit,2 --sqldump /tmp/shredder-restore-tickets.sql SQL dump file is '/tmp/shredder-restore-tickets.sql' Hi Ronald We do all of our ticket shredding from one queue with the attached script. It might be worth running a few tests with it, to see if its the shredder query causing some overheads. You'll need to change the queue name from SPAM-Shredder to whatever you use for testing and stop it checking for whether the ticket is older than 7 days. Runs from /opt/rt3/local/bin Hope its of some help. Am away from the list for 2 weeks from tomorrow, so good luck. regards Garry -- Dr Garry Booth IT Services Loughborough University shredder.rtf Description: Binary data Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] speeding up rt-shredder
Did you try turning off logging either through the raising of the LogWarn level, or through my suggested modification? I was able to see quite a significant difference in simply turning off output from the script. It is an inconvenience, but I'm willing to accept that for the speed difference. Also, in general, you are doing an intensive query in your rt-shredder command. You may consider breaking this into two separate actions. First, marking all of your Subject LIKE '%VIAGRA%' tickets as deleted or rejected... and then use rt-shredder to delete the deleted or rejected tickets. It's going to be less intensive on your database server to do a Status = 'Rejected' OR Status = 'Deleted' than to do a Subject LIKE '%VIAGRA%'. Personally, I just have my Abuse techs mass-reject the spam we get.. Then me, as the admin, just regularly run rt-shredder set to shred deleted or rejected tickets. This has allowed us to retain the speed using RT RT:IR. After two years of utilizing RT, I only had this realization after I made the post you were linked to. :) Hope this helps! Max On 7/27/2010 1:04 PM, ronald higgins wrote: Thanks for the response Maxwell, So i've added in a date, but alas, still around the 40 second mark. rt-shredder --force --plugin Tickets=query,Subject like '%VIAGRA%' and LastUpdated= '2010-07-01 07:00:00' AND LastUpdated= '2010-07-26 07:00:00';limit,2 --sqldump /tmp/shredder-restore-tickets.sql SQL dump file is '/tmp/shredder-restore-tickets.sql' [Tue Jul 27 17:00:49 2010] [info]: RT::CachedGroupMember-9874009 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:00:49 2010] [info]: RT::Transaction-13303884 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:00:49 2010] [info]: RT::Group-6080735 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:00:49 2010] [info]: RT::Principal-6080735 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:00:56 2010] [info]: RT::CachedGroupMember-9874011 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:00:56 2010] [info]: RT::GroupMember-3867641 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:02 2010] [info]: RT::CachedGroupMember-9874006 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:02 2010] [info]: RT::Transaction-13303881 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:02 2010] [info]: RT::Group-6080732 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:03 2010] [info]: RT::Principal-6080732 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:09 2010] [info]: RT::CachedGroupMember-9878143 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:09 2010] [info]: RT::GroupMember-3869201 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:16 2010] [info]: RT::CachedGroupMember-9874007 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:16 2010] [info]: RT::Transaction-13303882 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:16 2010] [info]: RT::Group-6080733 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:16 2010] [info]: RT::Principal-6080733 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:23 2010] [info]: RT::CachedGroupMember-9874008 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:23 2010] [info]: RT::Transaction-13303883 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:23 2010] [info]: RT::Group-6080734 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:24 2010] [info]: RT::Principal-6080734 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:24 2010] [info]: RT::Attachment-7922989 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:24 2010] [info]: RT::Transaction-13303885 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:25 2010] [info]: RT::Attachment-7922996 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:25 2010] [info]: RT::Transaction-13303897 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:25 2010] [info]: RT::Transaction-13308538 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:25 2010] [info]: RT::Transaction-13308539 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:26 2010] [info]: RT::Attachment-7925504 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27 17:01:26 2010] [info]: RT::Transaction-13308542 wiped out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236) [Tue Jul 27
Re: [rt-users] speeding up rt-shredder
Cool! Thanks for posting this. I'll run some benchmarks against what I'm using now to see if this is any faster. Max On 7/27/2010 1:51 PM, G.Booth wrote: On Tue, 27 Jul 2010 19:04:35 +0200 ronald higginsronald.higg...@gmail.com wrote: Thanks for the response Maxwell, So i've added in a date, but alas, still around the 40 second mark. rt-shredder --force --plugin Tickets=query,Subject like '%VIAGRA%' and LastUpdated= '2010-07-01 07:00:00' AND LastUpdated = '2010-07-26 07:00:00';limit,2 --sqldump /tmp/shredder-restore-tickets.sql SQL dump file is '/tmp/shredder-restore-tickets.sql' Hi Ronald We do all of our ticket shredding from one queue with the attached script. It might be worth running a few tests with it, to see if its the shredder query causing some overheads. You'll need to change the queue name from SPAM-Shredder to whatever you use for testing and stop it checking for whether the ticket is older than 7 days. Runs from /opt/rt3/local/bin Hope its of some help. Am away from the list for 2 weeks from tomorrow, so good luck. regards Garry -- Dr Garry Booth IT Services Loughborough University Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTAddressRegexp - not clear to me
You need to include both, the queue email addresses, AND anything that forwards email to RT. That setting prevents RT from sending emails that will loop infinitely in your system. For example. RT is setup with the basic autoreply, and reply on correspondence etc. RT has 2 queues, supp...@here.com goes to general, and i...@here.com goes to IT queue. If i...@here.com emails supp...@here.com the general queue will autoreply to i...@here.com which will create a ticket and autoreply to supp...@here.comwhich will create a ticket and auto-reply to i...@here.com etc etc etc Big loop, never ending, blow up RT :P If you set the regular expression to supp...@here.com when RT emails out, it'll filter any emails going to supp...@here.com. This will ensure no loop happens. SO to recap, RTAddressRegexp has to be a regular expression that ALL email addresses that send stuff to RT will validate through. Hope this helps! Mike. On Tue, Jul 27, 2010 at 1:35 PM, Joseph Spenner joseph85...@yahoo.comwrote: Upon nearly completing my RT installation, and running: # make initialize-database I got the message: == [Tue Jul 27 17:12:29 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/home/packages/rt-3.8.8/sbin/../lib/RT/Config.pm:343) Now inserting data Done inserting data Done. == If I have 3 queues, ie: support-h...@bob.domain.com sales-h...@bob.domain.com it-reque...@bob.domain.com Do I need to list all those addresses (and any future addresses) in that RTAddressRegexp option ? Or is this only if I have something at (ie:) h...@jack.somewhere.com forwarding to my RT system in which case I'd want to add: h...@jack.somewhere.com to the RTAddressRegexp option ? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] speeding up rt-shredder
On Tue, 27 Jul 2010 13:58:25 -0400 Maxwell Rathbone mrathb...@sagonet.com wrote: Cool! Thanks for posting this. I'll run some benchmarks against what I'm using now to see if this is any faster. Max Hi Max One note for you and ronald, the script doesnt do the sql dump, so there's no way to get your stuff back apart from backup. Saves time, but loses a safety feature (hence the 7 day delay). Good luck with your tests Garry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Date format RT 3.8.8
Induni,
We do this:
*Set($DateTimeFormat, {Format = 'LocalizedDate', Time = 0,}); # Drops
time from display*
Try that and set what happens.
Kenn
LBNL
**
On Mon, Jul 26, 2010 at 11:51 PM, Induni Marco marco.ind...@rsi.ch wrote:
Hi all,
I'm running RT 3.8.8 and I wonder if is it possible to customize the
date format.
In Preferences/Locale I can choose many date formats, but there isn't a
short date (ie without time for example).
Is it possible to add customized date format ?
Many thank's
Marco Induni
**
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Buy a copy at http://rtbook.bestpractical.com
[rt-users] Import tickets from a legacy ticket system into RT
Hi There, I'm sure this question has come and gone hundreds of time, I'm trying to import tickets from a old ticket system (very basic, and not RT). I have searched and found 2 scripts which apparently will import the tickets. http://wiki.bestpractical.com/view/ConvertLegacyToRt There is nothing about the structure of the input file needed, so I have no clue how to feed the script my tickets from a db. Any assistance would be appreciated. Thanks, Michael Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] speeding up rt-shredder
Thanks for the script Garry :) Unfortunately it's pretty much the same, every delete taking about 40 seconds, so it doesnt look like adding the SQL logging in is adding any overhead :( pitty. On Tue, Jul 27, 2010 at 8:18 PM, G.Booth g.bo...@lboro.ac.uk wrote: On Tue, 27 Jul 2010 13:58:25 -0400 Maxwell Rathbone mrathb...@sagonet.com wrote: Cool! Thanks for posting this. I'll run some benchmarks against what I'm using now to see if this is any faster. Max Hi Max One note for you and ronald, the script doesnt do the sql dump, so there's no way to get your stuff back apart from backup. Saves time, but loses a safety feature (hence the 7 day delay). Good luck with your tests Garry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.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] Install RT on Rackspace Cloud Server
Good news! Using the procedure located HEREhttp://www.ptitov.net/2008/07/request-tracker-installation-o.html I was successful in getting a bare install of RT 3.8.8 up and running on the Rackspace CloudServer. Doing a bit of testing/tweaking now... I'll get a image of the build so far and then try the data migration. -=BEN=- On Jul 27, 2010, at 11:05 AM, Dominic Hargreaves wrote: On Tue, Jul 27, 2010 at 09:56:28AM -0500, Ben McLendon wrote: We've made multiple attempts to install RT on a Cloud server (Centos 5.5) hosted at Rackspace with no success. Our plan is two fold: move our current installation from our own internal server to the hosted one, and also upgrade from 3.6.3 to the latest stable version in the process. Any ideas on the process in broad strokes or step-by-step would be greatly appreciated. It would be useful if you could give some idea of where you fell down so that we can provide some specific pointers. In general, the plan would be like something like: * configure new installation and test with test database ... * shut down new installation and wipe out test database * make sure that appropriate configuration changes have been made * rtname and organization should match old system * shut down current installation * dump database to a file * load database onto new server * run database upgrade process on new server: rt-setup-database --action upgrade [..] * start up new installation You'd want to test that whole migration cycle before trying it for real, ensuring that you don't accidentally send out mail to real users whilst doing that stage of testing. This assumes that no local modifications have been made to the old system. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] ExternalAuth - process to give privleged users access
Greetings all, This is more of a process question to those that are using ExternalAuth with their LDAP, and needing to assign Group permissions within RT. How do you go about doing this? As of right now, the only way I can see, is making the end-user login once so they exist in RT for me to be able to assign permissions to that user. Is there a way that user can exist BEFORE they login using ExternalAuth and Auto create privleged? -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Install RT on Rackspace Cloud Server
As Dominic and Kenneth pointed out, the planning should be simple but carefully crafted. Basically, having a new RT server installation, configured, tested and running and a DB dump / restore will do the trick. I only missed tips regarding special attention to the DNS / MX part of the solution. As you will be changing RT servers, it is important to include the MX changes in the appropriate steps of the plan, both for testing and also for entering in production. You may receive mail that can open new tickets during testing, and you will have extra work to fix the mess or else opt - if you can - to loose/ignore those tickets. []'s, Alex Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] speeding up rt-shredder
On Tue, 27 Jul 2010 20:33:03 +0200 ronald higgins ronald.higg...@gmail.com wrote: Thanks for the script Garry :) Unfortunately it's pretty much the same, every delete taking about 40 seconds, so it doesnt look like adding the SQL logging in is adding any overhead :( pitty. OK, so that rules out overhead on the shredder. How big is your database and how many tickets are in your system? Im happy to benchmark what the script does on my RT compared to yours and see where we go. I can send you my pride and joy, which removes users that send spam, this combined with removing tickets should shrink your DB and may make life easier - hopefully you'll have a slow, one off, hit and then a manageable shred! You might also want to look at dealing with v large attachments. Off on hols now. Back 11th Aug - drop me a line if you dont get anywhere g.bo...@lboro.ac.uk. Ditto the above, Max regards Garry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Install RT on Rackspace Cloud Server
On Tue, Jul 27, 2010 at 3:08 PM, Alex Moura ale...@gmail.com wrote: As Dominic and Kenneth pointed out, the planning should be simple but carefully crafted. Basically, having a new RT server installation, configured, tested and running and a DB dump / restore will do the trick. I only missed tips regarding special attention to the DNS / MX part of the solution. As you will be changing RT servers, it is important to include the MX changes in the appropriate steps of the plan, both for testing and also for entering in production. You may receive mail that can open new tickets during testing, and you will have extra work to fix the mess or else opt - if you can - to loose/ignore those tickets. with qmail we have it setup like this #cat ~alias/.qmail-help |/opt/rt3/bin/rt-mailgate --queue help --action correspond --url https://rt.example.net 2/dev/null || exit 111 so its a temporary failure signal to the sender's relay/smtp server. that means the mail won't be lost, it will re-attempt at a later time automatically this will allow you to keep the RT down for long time. []'s, Alex Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] speeding up rt-shredder
Hi Garry, The RT DB is currently 215GB in size, 1.5 Million Tickets (Attachments table has 7 million entries). Yes, this badboy is what I inherited with the new job. I've already built another MySQL DB with the tables partitioned intended for eventual cut over but the last few days have seen the current prod db taking a hit performance wise which is when i really started digging through the tickets looking for a stop gap until we can cut over, and i'm sure cutting the Tickets down by 700 000 will make a difference. By all means, send it :) All tools of the trade are always gladly received :) On Tue, Jul 27, 2010 at 9:20 PM, G.Booth g.bo...@lboro.ac.uk wrote: On Tue, 27 Jul 2010 20:33:03 +0200 ronald higgins ronald.higg...@gmail.com wrote: Thanks for the script Garry :) Unfortunately it's pretty much the same, every delete taking about 40 seconds, so it doesnt look like adding the SQL logging in is adding any overhead :( pitty. OK, so that rules out overhead on the shredder. How big is your database and how many tickets are in your system? Im happy to benchmark what the script does on my RT compared to yours and see where we go. I can send you my pride and joy, which removes users that send spam, this combined with removing tickets should shrink your DB and may make life easier - hopefully you'll have a slow, one off, hit and then a manageable shred! You might also want to look at dealing with v large attachments. Off on hols now. Back 11th Aug - drop me a line if you dont get anywhere g.bo...@lboro.ac.uk. Ditto the above, Max regards Garry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] speeding up rt-shredder
On Tue, 27 Jul 2010 21:28:37 +0200 ronald higgins ronald.higg...@gmail.com wrote: Hi Garry, The RT DB is currently 215GB in size, 1.5 Million Tickets (Attachments table has 7 million entries). Yes, this badboy is what I inherited with the new job. I've already built another MySQL DB with the tables partitioned intended for eventual cut over but the last few days have seen the current prod db taking a hit performance wise which is when i really started digging through the tickets looking for a stop gap until we can cut over, and i'm sure cutting the Tickets down by 700 000 will make a difference. By all means, send it :) All tools of the trade are always gladly received :) OMFG! Mine is 4GB, 15 tickets, so it looks like you've got some big attachments! Think this will be painful! will send script with explanation when I get back. I'd seriously look at the attachments table as my RT is 10% of yours in tickets, but only 2% the size. Can you zap attachments above 1Gb? regards Garry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Import users into RT
I'd like to import users into Request Tracker from a CSV or similar file. I found some info on gossamer, but not enough to get a working solution. Any really practical solutions are really appreciated. -- Carol Sabbar Director of Information Services Carthage College csab...@carthage.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] speeding up rt-shredder
On Tue, Jul 27, 2010 at 3:54 PM, G.Booth g.bo...@lboro.ac.uk wrote: On Tue, 27 Jul 2010 21:28:37 +0200 ronald higgins ronald.higg...@gmail.com wrote: Hi Garry, The RT DB is currently 215GB in size, 1.5 Million Tickets (Attachments table has 7 million entries). Yes, this badboy is what I inherited with the new job. I've already built another MySQL DB with the tables partitioned intended for eventual cut over but the last few days have seen the current prod db taking a hit performance wise which is when i really started digging through the tickets looking for a stop gap until we can cut over, and i'm sure cutting the Tickets down by 700 000 will make a difference. By all means, send it :) All tools of the trade are always gladly received :) OMFG! Mine is 4GB, 15 tickets, so it looks like you've got some big attachments! Think this will be painful! will send script with explanation when I get back. I'd seriously look at the attachments table as my RT is 10% of yours in tickets, but only 2% the size. Can you zap attachments above 1Gb? would be nice if the attachments could be converted to link. we have a ftp server in same network that has lots of space. Anyone has done anything like this? If you reply please change the subject too. regards Garry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] speeding up rt-shredder
Hi Ronald what do you use as the mail server for your rt we have exim and can set max packet allowed to whatever. Id have a quick check if you're allowing anything over stupid - stomp on it Doesnt solve your current problem, but may fix it in future regards Garry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] speeding up rt-shredder
OMFG indeed :) I'm use to working with much smaller DB's, this has been a challenge to say the least. We're using sendmail for RT, but RT itself is sitting behind MailMarshall Exchange and i believe the MS Admins have set a max message of 10MB so should be good. On Tue, Jul 27, 2010 at 10:16 PM, G.Booth g.bo...@lboro.ac.uk wrote: Hi Ronald what do you use as the mail server for your rt we have exim and can set max packet allowed to whatever. Id have a quick check if you're allowing anything over stupid - stomp on it Doesnt solve your current problem, but may fix it in future regards Garry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTAddressRegexp - not clear to me
--- On Tue, 7/27/10, Mike Johnson mike.john...@nosm.ca wrote: You need to include both, the queue email addresses, AND anything that forwards email to RT. That setting prevents RT from sending emails that will loop infinitely in your system. For example. RT is setup with the basic autoreply, and reply on correspondence etc. RT has 2 queues, supp...@here.com goes to general, and i...@here.com goes to IT queue. If i...@here.com emails supp...@here.com the general queue will autoreply to i...@here.com which will create a ticket and autoreply to supp...@here.com which will create a ticket and auto-reply to i...@here.com etc etc etc Big loop, never ending, blow up RT :P If you set the regular expression to supp...@here.com when RT emails out, it'll filter any emails going to supp...@here.com. This will ensure no loop happens. SO to recap, RTAddressRegexp has to be a regular expression that ALL email addresses that send stuff to RT will validate through. Hope this helps! Mike. On Tue, Jul 27, 2010 at 1:35 PM, Joseph Spenner joseph85...@yahoo.com wrote: Upon nearly completing my RT installation, and running: # make initialize-database I got the message: == [Tue Jul 27 17:12:29 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/home/packages/rt-3.8.8/sbin/../lib/RT/Config.pm:343) Now inserting data Done inserting data Done. == If I have 3 queues, ie: support-h...@bob.domain.com sales-h...@bob.domain.com it-reque...@bob.domain.com Do I need to list all those addresses (and any future addresses) in that RTAddressRegexp option ? Or is this only if I have something at (ie:) h...@jack.somewhere.com forwarding to my RT system in which case I'd want to add: h...@jack.somewhere.com to the RTAddressRegexp option ? So this 'loop' should only occur if: 1) auto respond/reply is enabled for the queue defined in the scrips 2) somehow, an RT queue address (with auto reply enabled) somehow gets included into another queues ticket ? Is this potential something new? I've been using RT2 since about 2001 and never seen this happen. Or is it just a safeguard? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] speeding up rt-shredder
I'd love the ability to export the attachments and store them on the filesystem instead of in the database. Would certainly cut down the database size! I did find this, if it helps anyone: http://github.com/bestpractical/rt-extension-utils/blob/master/sbin/rt-extract-attachment This allows the extraction or exporting of the attachments. However that still doesn't solve the problem of the attachment being in the database, or how to reference it from the ticket. I read on this mailing list on 4/29, regarding Attachments on disk?: Hi Thierry, there is a addon bps wrote but it is not available public at the moment. Hopefully Jesse will push it out some day. Torsten So as it stands, it appears there still is no method of doing this. So if anyone succeeds in writing a patch, please share it! Max On 7/27/2010 4:08 PM, Asif Iqbal wrote: On Tue, Jul 27, 2010 at 3:54 PM, G.Boothg.bo...@lboro.ac.uk wrote: On Tue, 27 Jul 2010 21:28:37 +0200 ronald higginsronald.higg...@gmail.com wrote: Hi Garry, The RT DB is currently 215GB in size, 1.5 Million Tickets (Attachments table has 7 million entries). Yes, this badboy is what I inherited with the new job. I've already built another MySQL DB with the tables partitioned intended for eventual cut over but the last few days have seen the current prod db taking a hit performance wise which is when i really started digging through the tickets looking for a stop gap until we can cut over, and i'm sure cutting the Tickets down by 700 000 will make a difference. By all means, send it :) All tools of the trade are always gladly received :) OMFG! Mine is 4GB, 15 tickets, so it looks like you've got some big attachments! Think this will be painful! will send script with explanation when I get back. I'd seriously look at the attachments table as my RT is 10% of yours in tickets, but only 2% the size. Can you zap attachments above 1Gb? would be nice if the attachments could be converted to link. we have a ftp server in same network that has lots of space. Anyone has done anything like this? If you reply please change the subject too. regards Garry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.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] speeding up rt-shredder
On Tue, 27 Jul 2010 22:28:51 +0200 ronald higgins ronald.higg...@gmail.com wrote: OMFG indeed :) I'm use to working with much smaller DB's, this has been a challenge to say the least. We're using sendmail for RT, but RT itself is sitting behind MailMarshall Exchange and i believe the MS Admins have set a max message of 10MB so should be good. ok are you allowing html email or outlook rtf? in RT_SiteConfig.pm also this doesnt stop priv users doing whatever they like via the web UI. we've had support teams adding huge iso files to tickets. shall we go off list, so as not to spam it? regards Garry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTAddressRegexp - not clear to me
If life gives you lemons, keep them-- because hey.. free lemons. --- On Tue, 7/27/10, Mike Johnson mike.john...@nosm.ca wrote: From: Mike Johnson mike.john...@nosm.ca Subject: Re: [rt-users] RTAddressRegexp - not clear to me To: Joseph Spenner joseph85...@yahoo.com Cc: rt-users@lists.bestpractical.com Date: Tuesday, July 27, 2010, 2:35 PM It's really a safeguard, because not everyone that uses your RT instance is smart enough to prevent loops from happening. And my example showed 2 queues... but you only need email address and a goofy user for a loop to happen that will cripple the system. I've had end-users reply to an email coming from Mike Johnson via RT(which the Reply-To: on those emails is helpd...@nosm.ca) and cc helpd...@nosm.ca. If you use the ParseNewMessageForTicketCcs, the above can become quite troublesome without RTAddressRegexp, as it would append helpd...@nosm.ca as a Cc email address, which would then email out to helpd...@nosm.ca whenever you do correspondence that a Cc would see... Hope that helps! Mike. Why couldn't the application simply query the database to figure out what the queue email addresses are, and don't permit them to be a recipient? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] help - the otherwise fabulous mailgate can't ever seem to load a valid user.
Greeting all. How's this mailgate supposed to work? Is there a design doc or instructions other than the source? If I run /opt/rt3/bin/rt-mailgate --debug --queue General --action correspond --url http://localhost/rt; , it fails with r...@valve~[5]17:14#/opt/rt3/bin/rt-mailgate --queue General --debug --action correspond --url http://localhost (User typed test garbage and presses ctrl-D) /opt/rt3/bin/rt-mailgate: temp file is '/tmp/DM8BNyHAto' /opt/rt3/bin/rt-mailgate: connecting to http://localhost/REST/1.0/NoAuth/mail-gateway not ok - Could not load a valid user Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] speeding up rt-shredder
Well, @ 1 ticket deleted per 40 seconds it will only take 324 days to clean up the DB. This is a bit crazy. On Tue, Jul 27, 2010 at 10:33 PM, Maxwell Rathbone mrathb...@sagonet.com wrote: I'd love the ability to export the attachments and store them on the filesystem instead of in the database. Would certainly cut down the database size! I did find this, if it helps anyone: http://github.com/bestpractical/rt-extension-utils/blob/master/sbin/rt-extract-attachment This allows the extraction or exporting of the attachments. However that still doesn't solve the problem of the attachment being in the database, or how to reference it from the ticket. I read on this mailing list on 4/29, regarding Attachments on disk?: Hi Thierry, there is a addon bps wrote but it is not available public at the moment. Hopefully Jesse will push it out some day. Torsten So as it stands, it appears there still is no method of doing this. So if anyone succeeds in writing a patch, please share it! Max On 7/27/2010 4:08 PM, Asif Iqbal wrote: On Tue, Jul 27, 2010 at 3:54 PM, G.Boothg.bo...@lboro.ac.uk wrote: On Tue, 27 Jul 2010 21:28:37 +0200 ronald higginsronald.higg...@gmail.com wrote: Hi Garry, The RT DB is currently 215GB in size, 1.5 Million Tickets (Attachments table has 7 million entries). Yes, this badboy is what I inherited with the new job. I've already built another MySQL DB with the tables partitioned intended for eventual cut over but the last few days have seen the current prod db taking a hit performance wise which is when i really started digging through the tickets looking for a stop gap until we can cut over, and i'm sure cutting the Tickets down by 700 000 will make a difference. By all means, send it :) All tools of the trade are always gladly received :) OMFG! Mine is 4GB, 15 tickets, so it looks like you've got some big attachments! Think this will be painful! will send script with explanation when I get back. I'd seriously look at the attachments table as my RT is 10% of yours in tickets, but only 2% the size. Can you zap attachments above 1Gb? would be nice if the attachments could be converted to link. we have a ftp server in same network that has lots of space. Anyone has done anything like this? If you reply please change the subject too. regards Garry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.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] speeding up rt-shredder
Here is a crazy idea that I'm sure will have some kickback. But you can run more than one version of RT on the same box. Archive the old one and start a new one and learn from the lessons? -Mark -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of ronald higgins Sent: Tuesday, July 27, 2010 5:26 PM To: Maxwell Rathbone Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] speeding up rt-shredder Well, @ 1 ticket deleted per 40 seconds it will only take 324 days to clean up the DB. This is a bit crazy. On Tue, Jul 27, 2010 at 10:33 PM, Maxwell Rathbone mrathb...@sagonet.com wrote: I'd love the ability to export the attachments and store them on the filesystem instead of in the database. Would certainly cut down the database size! I did find this, if it helps anyone: http://github.com/bestpractical/rt-extension-utils/blob/master/sbin/rt-extract-attachment This allows the extraction or exporting of the attachments. However that still doesn't solve the problem of the attachment being in the database, or how to reference it from the ticket. I read on this mailing list on 4/29, regarding Attachments on disk?: Hi Thierry, there is a addon bps wrote but it is not available public at the moment. Hopefully Jesse will push it out some day. Torsten So as it stands, it appears there still is no method of doing this. So if anyone succeeds in writing a patch, please share it! Max On 7/27/2010 4:08 PM, Asif Iqbal wrote: On Tue, Jul 27, 2010 at 3:54 PM, G.Boothg.bo...@lboro.ac.uk wrote: On Tue, 27 Jul 2010 21:28:37 +0200 ronald higginsronald.higg...@gmail.com wrote: Hi Garry, The RT DB is currently 215GB in size, 1.5 Million Tickets (Attachments table has 7 million entries). Yes, this badboy is what I inherited with the new job. I've already built another MySQL DB with the tables partitioned intended for eventual cut over but the last few days have seen the current prod db taking a hit performance wise which is when i really started digging through the tickets looking for a stop gap until we can cut over, and i'm sure cutting the Tickets down by 700 000 will make a difference. By all means, send it :) All tools of the trade are always gladly received :) OMFG! Mine is 4GB, 15 tickets, so it looks like you've got some big attachments! Think this will be painful! will send script with explanation when I get back. I'd seriously look at the attachments table as my RT is 10% of yours in tickets, but only 2% the size. Can you zap attachments above 1Gb? would be nice if the attachments could be converted to link. we have a ftp server in same network that has lots of space. Anyone has done anything like this? If you reply please change the subject too. regards Garry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How to not create users in RT?
I have a queue setup that all Voicemails for a group of people get sent to, and the deal with them as tickets. I have it setup to create accounts and set passwords for non-domain users already, but I cannot change the from address to be the same for every voicemail. So I am getting 1000's of users created on RT with npa-nxx-x...@domain. Can I just not create those accounts if they are from @domain?Pretty much a ticket with no requestor? Mark Jenks Network Administrator iod incorporated mark.je...@iodincorporated.com mailto:mark.je...@iodincorporated.com 920-406-3702 CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
