Re: [rt-users] How to update CF via scripted mySQL commands
Thanks for pointing that out. i think ill try to do the API route as i cant afford to corrupt the database. Can the RT API be used to modify a database that is not being used by RT Just that my final goal is to modify a field in our Bugzilla database (also MYsql) when an RT CF is given a bug number -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-to-update-CF-via-scripted-mySQL-commands-tp54656p54676.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
[rt-users] Help with open ticket with email.
Hello. My system, 4.0.10 with postgreSQL on Centos 6.4 Works for all exitents users, not for new ones. Im trying to open a new ticket on RT, with a new user. The user is created and his email adress is fine. The user is a privileged users, with rights to create new tickets. The tiket is not created, and the admin of rt get and email, but doesn´t show the email from was sended the email, only it email. Log on messages. Jul 22 16:29:14 rt RT: RT could not load a valid user, and RT's configuration does not allow#012for the creation of a new user for this email (rtad...@mydomain.com).#012#012You might need to grant 'Everyone' the right 'CreateTicket' for the#012queue generalqueue. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:248) Jul 22 16:29:14 rt RT: Could not record email: Could not load a valid user (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) Log on maillog. Jul 22 16:29:13 rt sendmail[5987]: r6METDct005987: from= newu...@domain.com, size=910, class=0, nrcpts=1, msgid= 201307221429.r6metdct005...@rt.mydomain.com, proto=ESMTP, daemon=MTA, relay=vil-esxi01-ilo.itin.local [172.16.4.110] Jul 22 16:29:14 rt sendmail[5990]: r6METEmO005990: Authentication-Warning: rt.mydomain.com: apache set sender to using -f Jul 22 16:29:14 rt sendmail[5990]: r6METEmO005990: from=, size=2300, class=-60, nrcpts=1, msgid=201307221429.r6metemo005...@rt.mydomain.com, relay=apache@localhost Jul 22 16:29:14 rt sendmail[5991]: r6METEvW005991: from=, size=2525, class=-60, nrcpts=1, msgid=201307221429.r6metemo005...@rt.mydomain.com, proto=ESMTP, daemon=MTA, relay=rt [127.0.0.1] Jul 22 16:29:14 rt sendmail[5990]: r6METEmO005990: to=rtad...@mydomain.com, delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=140300, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (r6METEvW005991 Message accepted for delivery) Jul 22 16:29:14 rt sendmail[5988]: r6METDct005987: to=|/etc/smrsh/rt-mailgate --queue generalqueue --action correspond --url http://rt.mydomain.com;, ctladdr=generalqu...@support.mydomain.com (8/0), delay=00:00:01, xdelay=00:00:01, mailer=prog, pri=31226, dsn=2.0.0, stat=Sent Jul 22 16:29:14 rt sendmail[5993]: r6METEvW005991: to=rtad...@mydomain.com, delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=230525, relay= exchange.mydomain.com. [172.78.4.141], dsn=2.0.0, stat=Sent ( 201307221429.r6metemo005...@rt.mydomain.com Queued mail for delivery) Any help? Thanks in advance. Kindest Regards. -- Un saludo. Juanjo -- Un saludo. Juanjo Corral
[rt-users] Help with
Hello. My system, 4.0.10 with postgreSQL on Centos 6.4 Im trying to open a new ticket on RT, with a new user. The user is created and his email adress is fine. The user is a privileged users, with rights to create new tickets. The tiket is not created, and the admin of rt get and email, but doesn´t show the email from was sended the email, only it email. Log on messages. Jul 22 16:29:14 rt RT: RT could not load a valid user, and RT's configuration does not allow#012for the creation of a new user for this email (rtad...@mydomain.com).#012#012You might need to grant 'Everyone' the right 'CreateTicket' for the#012queue generalqueue. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:248) Jul 22 16:29:14 rt RT: Could not record email: Could not load a valid user (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) Log on maillog. Jul 22 16:29:13 rt sendmail[5987]: r6METDct005987: from= newu...@domain.com, size=910, class=0, nrcpts=1, msgid= 201307221429.r6metdct005...@rt.mydomain.com, proto=ESMTP, daemon=MTA, relay=vil-esxi01-ilo.itin.local [172.16.4.110] Jul 22 16:29:14 rt sendmail[5990]: r6METEmO005990: Authentication-Warning: rt.mydomain.com: apache set sender to using -f Jul 22 16:29:14 rt sendmail[5990]: r6METEmO005990: from=, size=2300, class=-60, nrcpts=1, msgid=201307221429.r6metemo005...@rt.mydomain.com, relay=apache@localhost Jul 22 16:29:14 rt sendmail[5991]: r6METEvW005991: from=, size=2525, class=-60, nrcpts=1, msgid=201307221429.r6metemo005...@rt.mydomain.com, proto=ESMTP, daemon=MTA, relay=rt [127.0.0.1] Jul 22 16:29:14 rt sendmail[5990]: r6METEmO005990: to=rtad...@mydomain.com, delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=140300, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (r6METEvW005991 Message accepted for delivery) Jul 22 16:29:14 rt sendmail[5988]: r6METDct005987: to=|/etc/smrsh/rt-mailgate --queue generalqueue --action correspond --url http://rt.mydomain.com;, ctladdr=generalqu...@support.mydomain.com (8/0), delay=00:00:01, xdelay=00:00:01, mailer=prog, pri=31226, dsn=2.0.0, stat=Sent Jul 22 16:29:14 rt sendmail[5993]: r6METEvW005991: to=rtad...@mydomain.com, delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=230525, relay= exchange.mydomain.com. [172.78.4.141], dsn=2.0.0, stat=Sent ( 201307221429.r6metemo005...@rt.mydomain.com Queued mail for delivery) Any help? Thanks in advance. Kindest Regards. -- Un saludo. Juanjo
[rt-users] Help Assigning Ownershp and Queue for tickets
I am looking for a scrip to assign a ticket to a queue and change the owner of the ticket to the owner of the queue. This will be based on two criteria One: Who is logged into the system Two: How many open tickets are open in the owners queue. Or just place the ticket in the queue with the least amount of open tickets if the owner is logged into the system. If someone could point me in the right direction it would be appreciated. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care
[rt-users] Quick search for ticket # in RTIR vs. how it works in RT
Hello, Quick question here... In RT you can type/paste a ticket number into the little search box on the upper right beside the ticket creation dropdown and find a ticket by ticket #. In RTIR this yields no results. Is there a reason for this or can it be fixed so ticket id is included in the search? Sure staff can use the regular search to find a ticket but it's not quite as fast of course. Thanks -- Landon Stewart landonstew...@gmail.com
Re: [rt-users] Quick search for ticket # in RTIR vs. how it works in RT
On Mon, Jul 22, 2013 at 11:54:46AM -0700, Landon wrote: In RT you can type/paste a ticket number into the little search box on the upper right beside the ticket creation dropdown and find a ticket by ticket #. In RTIR this yields no results. Is there a reason for this or can it be fixed so ticket id is included in the search? Sure staff can use the regular search to find a ticket but it's not quite as fast of course. Questions about RTIR which are this specific to the operations of RTIR (as opposed to questions about core RT features) really belong on the rtir mailing list rather than rt-users. I'm assuming you're not using RTIR 2.6, this appears to be a regression in 3.0-trunk. -kevin pgpuxttKJv5lk.pgp Description: PGP signature
[rt-users] RSS feed customization
Hi, Is there a way to include the queue name in the RSS feed of a saved search (or add it to the title or subject)? The directions at http://requesttracker.wikia.com/wiki/RssFeed reference adding strings to the dc hash, but the Results.rdf file distributed with 4.0.8 doesn't contain a dc hash section (and doesn't contain much, in contrast to the Results.rdf file in 3.x) Thanks! Sean
Re: [rt-users] SOS:: many mysql processes are killing RAM, why?
On 07/19/2013 11:42 PM, Alex Decalli wrote: I have RT 3.8 on mysql 5.1 on ubuntu 11.04. Why do I have many mysql processes they are bringing down RAM. Quite likely you have too many Apache workers with mod_perl, or too many fcgi workers if you're using fcgi. You will need to limit the number of concurrent RT workers - assuming that the MySQL workers are even being used by RT, which we don't know based on the information you have provided. Alternately, you can put a *connection pool* in place between RT and the database. If you were using PostgreSQL I would advise you to use PgBouncer in transaction pooling mode, but I cannot offer much advice for MySQL. I'm sure there's a similar pooling proxy. This sort of question is probably better suited to Serverfault.com than the RT list. BTW, text output is usually way more useful than screenshots; eg top -b -n 1. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training Services
Re: [rt-users] Custom script to set custom field value
On 07/20/2013 06:58 AM, m...@es-msat.org wrote: Hello! I need to create two scripts that will set a custom field value for tickets that contain New Hire: or Termination: in the subject line. I only need it for one queue and I want it to trigger when a ticket is created or moved into that specific queue. I recently took over management of an RT instance from someone who left the company. I have never created customs scripts for RT. I have no idea if this is possible and I have no idea where to start. Any assistance would be greatly appreciated! Writing scrips is pretty simple for things like this. You can start with a scrip that's defined in the database - go to the queue page, then the scrips tab. Create a new scrip with Scrips-Create. Set the condition to On create (since that seems to be when you want it to run) and the action to User defined. The template can be blank since you don't need to generate template output for this action. You'll now have Prepare and Commit sections to the action, in which you can write Perl code to decide whether the action should run (Prepare) and perform the action (commit). In this case the Prepare section would test the ticket subject and the commit field would set the CF value. There's some useful info on writing custom actions here: http://requesttracker.wikia.com/wiki/WriteCustomAction A reasonable Prepare test might be (untested): $self-TicketObj-Subject =~ '(New Hire|Termination):' and to set the CF in Commit, something like: $self-TicketObj-AddCustomFieldValue( Field = 'MyCF', Value = 'Whatever' ); If you want to set the CF based on the data extracted from the subject that's Perl Regexp 101; see 'perldoc perlre'. BTW, I recommend that you learn how to package them into proper RT extensions to save yourself pain and hassle down the track. It takes some learning if you've never written Perl modules before, but it's worthwhile so you can easily manage your modules in git or whatever your preferred SCM is. It's saved me a lot of hassle, especially since I maintain a test RT instance for developing extensions on. I posted some notes on creating RT extensions here recently that I really need to turn into a doc on wikia. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training Services
Re: [rt-users] Help with open ticket with email.
On 07/22/2013 10:44 PM, Juanjo wrote: Im trying to open a new ticket on RT, with a new user. The user is created and his email adress is fine. The logs say otherwise; RT is not finding this user's email in the database. Try enabling debug logging. See if you can tell why the email isn't matching. Perhaps you have some address re-writing going on at some stage in your system? -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training Services
Re: [rt-users] RT migration to different OS
On 07/21/2013 01:25 PM, Asif Iqbal wrote: Hi All, I am in the process to migrate our RT from solaris 10 to ubuntu precise lts 64bit. Ubuntu precise only offers 5.5.x (http://packages.ubuntu.com/search?keywords=mysql) I am planning to migrate from RT 3.8.2 with mysql 5.0.75 to the latest. What would be recommended path to import the dump from mysql 5.0.75 into 5.5.x ? The other option would be to install the linux 64bit binary for mysql 5.0.77 instead of depending on ubuntu/debian pkg for mysql. So what is the recommended approach? The MySQL documentation seems to cover this pretty well: http://dev.mysql.com/doc/refman/5.5/en/upgrading.html You'd want to update RT to the latest patch release to make sure your version is compatible with the newer MySQL of course. I'd advise that you follow up on http://dba.stackexchange.com/ if you're stuck with the MySQL side of things. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training Services
[rt-users] Emailing dashboards every 'n' minutes
Hi folks I'm considering patching RT to support emailing dashboards every 'n' minutes when they produce a non-empty result. Has anyone here already implemented anything along those lines? Would others be interested in this if I add it, or an equivalent option to email a single saved search? If not, I'll probably just hack it into our in-house extensions as an unconditional action to be invoked by rt-crontool. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training Services
