[rt-users] Apache taking up too much CPU
Hi Guys, I have a test RT 4.0.4 install from the Ubuntu 12.04 repository. This is not used intensively and at any give time has about 2 users logged in at max. My setup is as follows 1) Ubuntu 12.04 with 613MB RAM 2) RT 4.0.4 from the repository with MySQL5 as the database 3) Apache2 running with Worker mpm 4) Currently have 18 users, 15 tickets and 2 queues 5) No plugins installed/enabled for RT 6) Nothing else installed on the system. It is solely used for RT. The problem I am seeing is that every few hours the Apache2 process starts taking up 99% CPU. A restart fixes it only to have it happen again in some time. I've tried a lot of different ways to debug but can't figure out what is happening. Any tips or suggestions on how to go about figuring out what is causing this? Anybody else faced the same issues with this particular version from the repository? Should I go for a manual install of 4.0.7? Thanks, BS Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Apache taking up too much CPU
Hi bhowmik, Have you tried increasing your logging level to debug? What's in your logs? Also check dmesg. What version of perl is installed? We run 4.0.7 here on ubuntu/lamp at the moment and do not have any problems. On 04/10/2012, at 16:47, Bhowmik Shah bhow...@chironinstruments.net wrote: Hi Guys, I have a test RT 4.0.4 install from the Ubuntu 12.04 repository. This is not used intensively and at any give time has about 2 users logged in at max. My setup is as follows 1) Ubuntu 12.04 with 613MB RAM 2) RT 4.0.4 from the repository with MySQL5 as the database 3) Apache2 running with Worker mpm 4) Currently have 18 users, 15 tickets and 2 queues 5) No plugins installed/enabled for RT 6) Nothing else installed on the system. It is solely used for RT. The problem I am seeing is that every few hours the Apache2 process starts taking up 99% CPU. A restart fixes it only to have it happen again in some time. I've tried a lot of different ways to debug but can't figure out what is happening. Any tips or suggestions on how to go about figuring out what is causing this? Anybody else faced the same issues with this particular version from the repository? Should I go for a manual install of 4.0.7? Thanks, BS Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs Regards Chris O'Kelly Web Administrator Minecorp Australia P: 07 3723 1000 M: 0450 586 190 Minecorp Australia 37 Murdoch Circuit Acacia Ridge QLD 4110 www.minecorp.com.au Sent Via a Mobile Device. Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Frequent e-mail changes and LDAP authentication
Dear list readers, My RT setup serves around 300 users, authenticated currently from single LDAP (Microsoft AD) with RT::Authen::ExternalAuth. Users are mosly autocreated on e-mail submission. Only LDAP users can submit tickets. Our group consists of 12 companies, and our users have one of 12 e-mail addresses. Lately we have a lot of user migration between companies which causes change of their addresses. As a consequence, users who have their e-mail changed (from name.surn...@company1.tld to name.surn...@company2.tld) can no longer submit ticket by e-mail (as it is not recognized by RT). Line in log looks like this: -- Oct 3 08:17:34 rsbgyucnix02 RT: Couldn't load user 'name.surn...@company1.tld'.giving up (/usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm:1023) Oct 3 08:17:34 rsbgyucnix02 RT: User 'name.surn...@company1.tld' could not be loaded in the mail gateway (/usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm:245) -- For now I am changing their addresses in RT manually, as RT::Authen::ExternalAuth apparently does not update users' e-mail. Is there a better method? Can I use RT::Authen::ExternalAuth and RT::Extension::LDAPImport from cron simultaneously? Or should I switch to RT::Extension::LDAPImport? Thank you in advance, Marko Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Updating parent tickets with time fields
Thanks Kenn, That sounds really useful if it does it on ticket creation. Does it also update the times if people make an entry on MyDay.html? Just noticed with the current scrip I am using that it doesn't update the time on parent tickets if a comment is added, which seems very strange to me, as time entered with no comment adds the time correctly. Thanks, Alex From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 02 October 2012 04:22 To: RT User List Subject: Re: [rt-users] Updating parent tickets with time fields Alex, I wrote a scrip that adds time entered into a child ticket automatically to all parents of that ticket, in case that child has more than one parent or more than one grandparent, etc. I'll have to look it up, but check back with me in a couple days and I might have it by then. I'm not home and at a customer site at the moment. Kenn On Mon, Oct 1, 2012 at 2:34 AM, Alex Young alexyo...@housingpartners.co.uk wrote: I have very slightly modified the AutoUpdate Parents with TimeWorked script (http://requesttracker.wikia.com/wiki/AutoUpdate_Parents_with_TImeWorked ) to also update Time Estimated and Time Left. Everything works fine, except it doesn't update the parent ticket if you put any time values in during ticket creation. As we are creating a lot of child tickets, it would be much easier for us to be able to update these fields during child ticket creation, rather than going into each ticket to update them. Any ideas how I could get this scrip to update when a ticket is created, as well as when the field itself is modified? Thanks. Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Apache taking up too much CPU
Hi Chris, Yep, debugging for both RT and Apache is enabled, the logs don't throw up anything out of the ordinary. I've got Perl 5.14.2 installed. I'm currently playing with strace and the Apache process to see if i can spot whats going wrong. I've tried stuff from the Performance Tuning page on the Wiki and though the Mason caching parameters improved performance but the problem still persists. Bhowmik On Thu, Oct 4, 2012 at 5:45 PM, Chris O'Kelly chris.oke...@minecorp.com.auwrote: Hi bhowmik, Have you tried increasing your logging level to debug? What's in your logs? Also check dmesg. What version of perl is installed? We run 4.0.7 here on ubuntu/lamp at the moment and do not have any problems. On 04/10/2012, at 16:47, Bhowmik Shah bhow...@chironinstruments.net wrote: Hi Guys, I have a test RT 4.0.4 install from the Ubuntu 12.04 repository. This is not used intensively and at any give time has about 2 users logged in at max. My setup is as follows 1) Ubuntu 12.04 with 613MB RAM 2) RT 4.0.4 from the repository with MySQL5 as the database 3) Apache2 running with Worker mpm 4) Currently have 18 users, 15 tickets and 2 queues 5) No plugins installed/enabled for RT 6) Nothing else installed on the system. It is solely used for RT. The problem I am seeing is that every few hours the Apache2 process starts taking up 99% CPU. A restart fixes it only to have it happen again in some time. I've tried a lot of different ways to debug but can't figure out what is happening. Any tips or suggestions on how to go about figuring out what is causing this? Anybody else faced the same issues with this particular version from the repository? Should I go for a manual install of 4.0.7? Thanks, BS Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs Regards Chris O'Kelly Web Administrator Minecorp Australia P: 07 3723 1000 M: 0450 586 190 Minecorp Australia 37 Murdoch Circuit Acacia Ridge QLD 4110 www.minecorp.com.au Sent Via a Mobile Device. Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Setting owner with _Set breaks queries (may be a bug)
Hi all, I think I found a bug. I have a scrip called On closure Auto set owner, which sets the owner while closing the ticket in case nobody has never taken it, so that I don't get resolved tickets assigned to Nobody in particular. Everything seemed ok until today a colleague of mine noticed something weird with a chart that acts like a hall of fame, showing the top Owners. This chart is very simple: it retrieves all the tickets and it is grouped by Owner.RealName. The weird thing is not the chart itself, but the fact that the following two queries should return the same tickets but they don't: - Owner.RealName = 'Nobody in particular' returns 706 tickets - Owner = 'Nobody in particular' returns 369 tickets The results of the former are not correct: it includes also the tickets for which the owner was set by my scrip, though the column Owner is correct (filled with John Doe, not Nobody in particular). Here are the relevant lines of the code of my scrip: # get actor ID my $Actor = $self-TransactionObj-Creator; my $tkt = $self-TicketObj; # try to change owner my ($status, $msg) = $tkt-_Set(Field = 'Owner', Value = $Actor, RecordTransaction = 0); I solved the problem using SetOwner instead of _Set, like this: my ($status, $msg) = $tkt-SetOwner($Actor); With the new code, the tickets whose owner is set by my scrip don't get caught by the query Owner.RealName = 'Nobody in particular'. Looks like _Set doesn't update correctly some field in some table in the DB. But I have no idea of what field and what table! I had a quick look at the DB, and it seems that the relation ticket-owner is based on an user ID, not a string (the real name). Finally, a weird thing with the chart: on the right side, it displays all the owners and the number of tickets associated. For Nobody in particular, the number is 369 (correct); but if I click on this number it generates the query Owner.RealName = 'Nobody in particular' saying Found 706 tickets. The questions are: Should I file a bug? How can I convert the tickets that were processed with the old code? Hope everything is clear Thank you very much! Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it [Blue Reply] -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. inline: blue.png Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Setting owner with _Set breaks queries (may be a bug)
This is a shot in the dark and I may be way off, but is there a chance your scrip to set the owner runs in a transaction that happens after the transaction that resolves the ticket? And the chart looks for the resolved transaction to get owner at the time of resolution? Just a thought. Sent from my mobile device. On Oct 4, 2012, at 7:05 AM, Scotto Alberto al.sco...@reply.it wrote: Hi all, I think I found a bug. I have a scrip called On closure Auto set owner, which sets the owner while closing the ticket in case nobody has never taken it, so that I don't get resolved tickets assigned to Nobody in particular. Everything seemed ok until today a colleague of mine noticed something weird with a chart that acts like a hall of fame, showing the top Owners. This chart is very simple: it retrieves all the tickets and it is grouped by Owner.RealName. The weird thing is not the chart itself, but the fact that the following two queries should return the same tickets but they don’t: - Owner.RealName = 'Nobody in particular' returns 706 tickets - Owner = 'Nobody in particular' returns 369 tickets The results of the former are not correct: it includes also the tickets for which the owner was set by my scrip, though the column “Owner” is correct (filled with “John Doe”, not “Nobody in particular”). Here are the relevant lines of the code of my scrip: # get actor ID my $Actor = $self-TransactionObj-Creator; my $tkt = $self-TicketObj; # try to change owner my ($status, $msg) = $tkt-_Set(Field = 'Owner', Value = $Actor, RecordTransaction = 0); I solved the problem using SetOwner instead of _Set, like this: my ($status, $msg) = $tkt-SetOwner($Actor); With the new code, the tickets whose owner is set by my scrip don’t get caught by the query Owner.RealName = 'Nobody in particular'. Looks like _Set doesn’t update correctly some field in some table in the DB. But I have no idea of what field and what table! I had a quick look at the DB, and it seems that the relation ticket-owner is based on an user ID, not a string (the real name). Finally, a weird thing with the chart: on the right side, it displays all the owners and the number of tickets associated. For “Nobody in particular”, the number is 369 (correct); but if I click on this number it generates the query “Owner.RealName = 'Nobody in particular'” saying “Found 706 tickets”. The questions are: Should I file a bug? How can I “convert” the tickets that were processed with the old code? Hope everything is clear Thank you very much! Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it blue.png -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Setting owner with _Set breaks queries (may be a bug)
Joe, Thank for you your quick answer! I’ll take ticket #2985 as an example, which is one of those affected by the issue. The scrip correctly happens in the transaction #38624, “Status changed from 'new' to 'resolved'”, as the (custom) scrip condition is (taken from the DB): | 17 | On closure | If the status is set to inactive | StatusChange| old: initial, active; new: inactive | Status | 1 | 2012-05-30 15:54:19 | 1 | 2012-05-30 15:54:19 | Here is some output from rt.log: [Mon Sep 10 13:24:00 2012] [debug]: About to think about scrips for transaction #38624 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173) [Mon Sep 10 13:24:00 2012] [debug]: About to prepare scrips for transaction #38624 (/opt/rt4/sbin/../lib/RT/Transaction.pm:177) [Mon Sep 10 13:24:00 2012] [debug]: Found 15 scrips for TransactionCreate stage with applicable type(s) Status for txn #38624 on ticket #2985 (/opt/rt4/sbin/../lib/RT/Scrips.pm:367) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #19 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #35 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #18 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #12 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #2 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #21 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #27 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #23 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #29 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #37 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #38 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: About to commit scrips for transaction #38624 (/opt/rt4/sbin/../lib/RT/Transaction.pm:197) [Mon Sep 10 13:24:00 2012] [debug]: Committing scrip #34 on txn #38624 of ticket #2985 (/opt/rt4/sbin/../lib/RT/Scrips.pm:183) [Mon Sep 10 13:24:00 2012] [info]: Attempting to auto assign ticket #2985 to user #3444 ((eval 3201):12) [Mon Sep 10 13:24:00 2012] [debug]: Committing scrip #10 on txn #38624 of ticket #2985 (/opt/rt4/sbin/../lib/RT/Scrips.pm:183) [Mon Sep 10 13:24:00 2012] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0xe6582b0), id 38624 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:6 Attached you can find two queries I’ve just executed in my DB. It shows that the owner is correctly set as the id of the user John Doe. Ø And the chart looks for the resolved transaction to get owner at the time of resolution? I don’t think it’s a matter of transactions, as I think the chart queries tickets, not transactions. Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it [Blue Reply] From: Joe Harris [mailto:drey...@gmail.com] Sent: giovedì 4 ottobre 2012 13:37 To: Scotto Alberto Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Setting owner with _Set breaks queries (may be a bug) This is a shot in the dark and I may be way off, but is there a chance your scrip to set the owner runs in a transaction that happens after the transaction that resolves the ticket? And the chart looks for the resolved transaction to get owner at the time of resolution? Just a thought. Sent from my mobile device. On Oct 4, 2012, at 7:05 AM, Scotto Alberto al.sco...@reply.itmailto:al.sco...@reply.it wrote: Hi all, I think I found a bug. I have a scrip called On closure Auto set owner, which sets the owner while closing the ticket in case nobody has never taken it, so that I don't get resolved tickets assigned to Nobody in particular. Everything seemed ok until today a colleague of mine noticed something weird with a chart that acts like a hall of fame, showing the top Owners. This chart is very simple: it retrieves all the tickets and it is grouped by Owner.RealName. The weird thing is not the chart itself, but the fact that the following two queries should return the same tickets but they don’t: - Owner.RealName = 'Nobody in particular' returns 706 tickets - Owner = 'Nobody in particular' returns 369 tickets The results of the former are not correct: it
Re: [rt-users] Frequent e-mail changes and LDAP authentication
Using RT::Authen::ExternalAuth and RT::Extension::LDAPImport simultaneously will solve this problem -- which is exactly what I do. -- Andrew Michael Stemen Fairfield County Information Technology amste...@co.fairfield.oh.us Sending an email just to say thanks? Please reconsider - disk space isn't free. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Marko Cupac Sent: Thursday, 04 October, 2012 03:57 To: rt-users@lists.bestpractical.com Subject: [rt-users] Frequent e-mail changes and LDAP authentication Dear list readers, My RT setup serves around 300 users, authenticated currently from single LDAP (Microsoft AD) with RT::Authen::ExternalAuth. Users are mosly autocreated on e-mail submission. Only LDAP users can submit tickets. Our group consists of 12 companies, and our users have one of 12 e-mail addresses. Lately we have a lot of user migration between companies which causes change of their addresses. As a consequence, users who have their e-mail changed (from name.surn...@company1.tld to name.surn...@company2.tld) can no longer submit ticket by e-mail (as it is not recognized by RT). Line in log looks like this: -- Oct 3 08:17:34 rsbgyucnix02 RT: Couldn't load user 'name.surn...@company1.tld'.giving up (/usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm:1023) Oct 3 08:17:34 rsbgyucnix02 RT: User 'name.surn...@company1.tld' could not be loaded in the mail gateway (/usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm:245) -- For now I am changing their addresses in RT manually, as RT::Authen::ExternalAuth apparently does not update users' e-mail. Is there a better method? Can I use RT::Authen::ExternalAuth and RT::Extension::LDAPImport from cron simultaneously? Or should I switch to RT::Extension::LDAPImport? Thank you in advance, Marko Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] New to rt
Ok guys, need some help, installed request tracker 3.8 Ubuntu 12.04. Its running, I'm having issues with receiving emails. Here's the command. Tried it and also localhost getting the same thing. cat /tmp/mail_message |/usr/bin/rt-mailgate --queue general --action correspond --url http://stl11fgirtk01.root.ad Here's the error. root@stl11fgirtk01:/usr/bin# cat /tmp/mail_message |/usr/bin/rt-mailgate --queue general --action correspond --url http://stl11fgirtk01.root.ad An Error Occurred = 404 Not Found Here's what I get in apache2 access log 172.29.100.90 - - [04/Oct/2012:06:29:14 -0900] POST /REST/1.0/NoAuth/mail-gateway HTTP/1.1 404 516 - libwww-perl/6.03 Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] New to rt
Looks like you're probably missing a section in your Apache config. See the part about Setting up the web interface in http://bestpractical.com/rt/docs/3.8/README.html If you can't figure it out, we'll probably need to see your Apache config to figure out exactly what's incorrect. -Matt On Thu, Oct 4, 2012 at 11:30 AM, The Todd 3di...@gmail.com wrote: Ok guys, need some help, installed request tracker 3.8 Ubuntu 12.04. Its running, I'm having issues with receiving emails. Here's the command. Tried it and also localhost getting the same thing. cat /tmp/mail_message |/usr/bin/rt-mailgate --queue general --action correspond --url http://stl11fgirtk01.root.ad Here's the error. root@stl11fgirtk01:/usr/bin# cat /tmp/mail_message |/usr/bin/rt-mailgate --queue general --action correspond --url http://stl11fgirtk01.root.ad An Error Occurred = 404 Not Found Here's what I get in apache2 access log 172.29.100.90 - - [04/Oct/2012:06:29:14 -0900] POST /REST/1.0/NoAuth/mail-gateway HTTP/1.1 404 516 - libwww-perl/6.03 Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] New to rt
On 10/04/2012 08:30 AM, The Todd wrote: Ok guys, need some help, installed request tracker 3.8 Ubuntu 12.04. Its running, I'm having issues with receiving emails. If this is a new install, we highly recommend starting with the 4.0 series (4.0.7 is the latest). There's even a request-tracker4 package in Ubuntu 12.04 Precise... and it's security patched unlike request-tracker3.8 in Precise. Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Setting owner with _Set breaks queries (may be a bug)
On 10/04/2012 04:05 AM, Scotto Alberto wrote: I think I found a bug. Not a bug in RT, only your scrip. :) Looks like _Set doesn’t update correctly some field in some table in the DB. But I have no idea of what field and what table! I had a quick look at the DB, and it seems that the relation ticket-owner is based on an user ID, not a string (the real name). Using _Set to change the Owner is incorrect as it only updates the Owner column in the Tickets table. It doesn't also update the Owner role group for the ticket. SetOwner does both. In general you shouldn't be calling private methods (starting with an underscore) from code you write, for reasons just like this. rt-validator may be able to fix your existing tickets, but I haven't checked so I'm not certain. http://bestpractical.com/rt/docs/latest/rt-validator.html Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Determine Requestor Email from Reply-to instead of From
Hi, I am using RT to pick up website-generated support tickets as well as incoming emails from the outside world. We are using Amazon SES as a SMTP provider, and they restrict the From header to our own domain, so we are unable to masquerade the emails as the actual users, and must use the Reply-to header to store their actual email. So for example, a generated email might look like: To: supp...@company.com From: User Name webs...@company.com Reply-to: userem...@address.com In the default configuration it seems that RT reads these tickets as each requestor being at webs...@company.com. Is there a way to make it take the Reply-to address as the requestor rather than the From address, if and only if it exists? If there is no easy configuration option for this, where might I look in the code to modify this? Thanks, Shane Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Determine Requestor Email from Reply-to instead of From
On Thu, Oct 04, 2012 at 01:53:31PM -0700, Shane Archer wrote: Hi, I am using RT to pick up website-generated support tickets as well as incoming emails from the outside world. We are using Amazon SES as a SMTP provider, and they restrict the From header to our own domain, so we are unable to masquerade the emails as the actual users, and must use the Reply-to header to store their actual email. So for example, a generated email might look like: To: supp...@company.com From: User Name webs...@company.com Reply-to: userem...@address.com In the default configuration it seems that RT reads these tickets as each requestor being at webs...@company.com. Is there a way to make it take the Reply-to address as the requestor rather than the From address, if and only if it exists? If there is no easy configuration option for this, where might I look in the code to modify this? Thanks, Shane Hi Shane, You can use a scrip to process the Reply-to: header and update the requestor information as needed. Take a look at the wiki for some example codes. Regards, Ken Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Determine Requestor Email from Reply-to instead of From
On 10/04/2012 01:53 PM, Shane Archer wrote: In the default configuration it seems that RT reads these tickets as each requestor being at webs...@company.com mailto:webs...@company.com. Is there a way to make it take the Reply-to address as the requestor rather than the From address, if and only if it exists? This is the standard behaviour of RT. Reply-To takes precedence over From takes precedence over Sender. I'd suggest double checking your incoming mail. Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Scrip problem (status change)
On Thu, Oct 4, 2012 at 1:50 PM, Kristian Davies
kristian.dav...@gmail.com wrote:
Since upgrading (3.8.2 - 4.0.6) I've noticed that my scrip's aren't
changing status unless perhaps the requester is the one replying.
Condition: On Correspond
Action: UserDefined
Template: Global:Blank
Stage: TransactionCreate
Custom condition:
Custom action preparation code: return 1;
Custom action cleanup code:
my $ticketStatus = $self-TicketObj-Status;
if ( $ticketStatus eq 'reply-pls' )
{
if ($self-TransactionObj-IsInbound())
{
$self-TicketObj-SetStatus( 'new' );
return 1;
}
}
return undef;
Can you point out the error of my ways?
You don't check result of SetStatus. Message it returns probably tells
you that such status change is prohibited by Lifecycles configuration.
Cheers,
Kristian
Final RT training for 2012 in Atlanta, GA - October 23 24
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We're hiring! http://bestpractical.com/jobs
--
Best regards, Ruslan.
Final RT training for 2012 in Atlanta, GA - October 23 24
http://bestpractical.com/training
We're hiring! http://bestpractical.com/jobs
