[rt-users] Update to RT 4.2.1 - JSON error after login
Hello, I updated my RT test server to 4.2.1 (from 4.2.0) and after - stopping apache - clearing caches - starting apache I see the login page, but when I login RT signals an internal error. In the Log: [13817] [Fri Nov 22 08:17:15 2013] [error]: encountered object '1', but neither allow_blessed, convert_blessed nor allow_tags settings are enabled (or TO_JSON/FREEZE method missing) at /usr/local/share/perl/5.10.1/JSON.pm line 154. Stack: [/usr/local/share/perl/5.10.1/JSON.pm:154] [/var/www/vhosts/server.drdpc.de/rt-test/sbin/../lib/RT/Interface/Web.pm:196] [/var/www/vhosts/server.drdpc.de/rt-test/sbin/../lib/RT/Interface/Web.pm:3890] [/var/www/vhosts/server.drdpc.de/rt-test/share/html/Elements/JavascriptConfig:79] [/var/www/vhosts/server.drdpc.de/rt-test/share/html/Elements/HeaderJavascript:48] [/var/www/vhosts/server.drdpc.de/rt-test/share/html/Elements/Header:79] [/var/www/vhosts/server.drdpc.de/rt-test/share/html/index.html:4] [/var/www/vhosts/server.drdpc.de/rt-test/sbin/../lib/RT/Interface/Web.pm:680] [/var/www/vhosts/server.drdpc.de/rt-test/sbin/../lib/RT/Interface/Web.pm:368] [/var/www/vhosts/server.drdpc.de/rt-test/share/html/autohandler:53] (/var/www/vhosts/server.drdpc.de/rt-test/sbin/../lib/RT/Interface/Web/Handler.pm:211) apache-conf is mod_perl2 with a preloaded rt-server parent process for the virtual host Extensions installed and loaded: Set( @Plugins,(qw(RT::Extension::MergeUsers RT::Extension::ResetPassword)) ); Set( @MailPlugins, 'Auth::MailFrom', 'Auth::Crypt' ); I already tried: - using another browser (emptying and disabling caches in browser) - update Perl-module JSON to latest version - update Mason to latest version My produtive RT (4.2.0) is still running even after apache restart with the same perl instance. I dare not cleaning caches though. Help is really appreciated. Dirk
Re: [rt-users] Update to RT 4.2.1 - JSON error after login
Hello,
with some testing I found a workaround for which I don't know, if it is a bug
fix.
I found, if I patch html/Elements/JavascriptConfig the following way, my server
lets me in without error.
strange enough my productive server has the same file which is working fine
there.
I would appreciate, if anybody can explain me what is happening.
Dirk
--- html/Elements/JavascriptConfig.orig 2013-11-22 11:13:20.0 +0100
+++ html/Elements/JavascriptConfig 2013-11-22 11:13:09.0 +0100
@@ -56,7 +56,7 @@
for qw(id Name EmailAddress RealName);
$CurrentUser-{Privileged} = $session{CurrentUser}-Privileged
-? JSON::true : JSON::false;
+? 0 : 1;
$Config-{WebHomePath} = RT-Config-Get(WebPath)
. (!$session{CurrentUser}-Privileged ? /SelfService : );
Am 22.11.2013 um 09:28 schrieb Dr. Dirk Pape p...@drdpc.de:
In the Log:
[13817] [Fri Nov 22 08:17:15 2013] [error]: encountered object '1', but
neither allow_blessed, convert_blessed nor allow_tags settings are enabled
(or TO_JSON/FREEZE method missing) at /usr/local/share/perl/5.10.1/JSON.pm
line 154.
Re: [rt-users] Update to RT 4.2.1 - JSON error after login
Hi Alex, $ perl -MJSON -MModule::Versions::Report -e1 Perl v5.10.1 under linux Modules in memory: attributes v0.09; base v2.18; Carp v1.32; common::sense v3.72; constant v1.27; Exporter v5.68; Exporter::Heavy v5.68; JSON v2.90; JSON::Backend::XS::Supportable; JSON::PP::Boolean; JSON::XS v3.01; JSON::XS::Boolean; Module::Versions::Report v1.06; overload v1.07; strict v1.04; Types::Serialiser v0.03; Types::Serialiser::Boolean; vars v1.01; warnings v1.06; warnings::register v1.01; XSLoader v0.16; [at Fri Nov 22 17:20:39 2013 (local) / Fri Nov 22 16:20:39 2013 (GMT)] Dirk Am 22.11.2013 um 16:55 schrieb Alex Vandiver ale...@bestpractical.com: On Fri, 2013-11-22 at 09:28 +0100, Dr. Dirk Pape wrote: In the Log: [13817] [Fri Nov 22 08:17:15 2013] [error]: encountered object '1', but neither allow_blessed, convert_blessed nor allow_tags settings are enabled (or TO_JSON/FREEZE method missing) at /usr/local/share/perl/5.10.1/JSON.pm line 154. Show the output of: perl -MJSON -MModule::Versions::Report -e1 - Alex
Re: [rt-users] Update to RT 4.2.1 - JSON error after login
Hi Alex,
it is fine:
$ perl -MJSON -wle 'print JSON::to_json({foo=JSON::true})'
{foo:true}
This is very strange!
I updated my productive RT to 4.2.1 now and it does not show the issue even
with the JavascriptConfig unpatched. It uses the same perl and PERLLIB.
So it must have to do something with the Site Configuration or with the apache
Config.
I will look into this again in the next days and see if I can spot the
difference.
Many thanks for helping anyway!
Dirk
Am 22.11.2013 um 19:50 schrieb Alex Vandiver ale...@bestpractical.com:
On Fri, 2013-11-22 at 17:22 +0100, Dr. Dirk Pape wrote:
Hi Alex,
$ perl -MJSON -MModule::Versions::Report -e1
[snip]
I can't replicate your failure with the same versions. Does the
following error for you?
perl -MJSON -wle 'print JSON::to_json({foo=JSON::true})'
- Alex
Re: [rt-users] Retrieving the computer name automatically
Hello,
--Am 11. November 2008 08:45:59 +0100 schrieb Dirk Pape
[EMAIL PROTECTED]:
I can provide the patch and the configuration line in the template for
ECFV later this day.
ok. This is ot so much later :-)
The patch can be found at
http://page.mi.fu-berlin.de/pape/rt3/patches/rt/web_xremoteip.patch. It
ist for RT 3.6 und must probably be adapted for 3.8
It uses $Message-head-replace('X-REMOTE-IP',$ENV{'REMOTE_ADDR'});
to add the REMOTE_ADDR from the environment to a header X-REMOTE-IP. This
is - in our local case - the same header the SMTP-Server writes into each
email message it receives.
You can change X-REMOTE-IP to your own X-Header.
If you look at my latest ECFV at
http://page.mi.fu-berlin.de/pape/rt3/ExtractCustomFieldValues.tgz (there
is also a cpan version done by Kevin Falcone or Alex Vandiver
http://search.cpan.org/~alexmv/RT-Extension-ExtractCustomFieldValues-1.8/)
you find a line in the shipped template reading
# scan the Header X-REMOTE-IP for an IP-Address and get the hostname out of
it
host|X-REMOTE-IP|\d+\.\d+\.\d+\.\d+|use Socket; ($_) =
gethostbyaddr(inet_aton($_),AF_INET); $_ = $_ (remote-ip);
this resolves the hostname from the IP in the header into a (global) ticket
custom field host. You may just adopt it to use your own X-Header.
You can also read the IP into another customfield by adding to the template:
hostip|X-REMOTE-IP|\d+\.\d+\.\d+\.\d+|
you may add |q to the end of each line, if you don't like the transaction
to be logged in RT (I recommend this).
So you have the two lines
host|X-REMOTE-IP|\d+\.\d+\.\d+\.\d+|use Socket; ($_) =
gethostbyaddr(inet_aton($_),AF_INET); $_ = $_ (remote-ip);|q
hostip|X-REMOTE-IP|\d+\.\d+\.\d+\.\d+||q
If you don't have ECFV already installed there is a README and some hints
in the wiki.
I hope this helps.
Regards,
Dirk.
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Re: [rt-users] Retrieving the computer name automatically
Hello, --Am 10. November 2008 14:15:08 + schrieb Tony A [EMAIL PROTECTED]: My thoughts were down the lines of using dns resolution based on the IP address. I can't really rely on the IP address itself, as this may well have changed by the time I get round to dealing with it. So ideally, it'd just be a case of retrieving the REMOTE_HOST variable, running dns resolution against it and using the result of that. But my perl/scrip/RT knowledge is not yet at that level. I have coded such a solution on basis of my ExtractCustomFieldValues extension (ECFV). The solution works with the WebInterface by adding the value of REMOTE_HOST as an Email-Header. It works also with the Email-Interface provided your receiving SMTP-Server writes such a header like SenderIP: xxx.xxx.xxx.xxx into the Mail. ECFV scans the mail for this header and adds two CustomFieldValues (Host-IP and HostName, you can name it like you wish). The latter is revealed by DNS-resolution. This worked well for years, but I did not test the patch against the 3.8 line of RT. I can provide the patch and the configuration line in the template for ECFV later this day. Regards, Dirk. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] show a new ticket tab for a special user group only
Hello Ben,
--Am 22. Mai 2008 18:39:12 +0200 schrieb Benjamin Weser [EMAIL PROTECTED]:
$RT::Logger-info(User: , $session{'CurrentUser'}-Name);
my $groups = $session{'CurrentUser'}-UserObj-OwnGroups;
$RT::Logger-info(Count: , $groups-Count);
while (my $group = $groups-Next){
$RT::Logger-info(test: , $group-Name);
if ( $group-Name =~ /Members RMB/ ){
$RT::Logger-info(found: , $group-Name);
$ticket_page_tabs-{_Ca} = { title = loc('RMB'),
path = Ticket/RMB.html?id= . $id,
};
}
}
I don't know why your code does not work, but I would do it other way
round: load the group and look if currentuser is a member.
Without guarantee:
my $group = new RT::Group($session{'CurrentUser'});
$group-LoadUserDefinedGroup('Members RMB');
if ($group-HasMemberRecursively($session{'CurrentUser'})) {
$ticket_page_tabs-{_Ca} = { title = loc('RMB'),
path = Ticket/RMB.html?id= . $id,
};
}
Dirk.
--
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Freie Universitaet Berlin
Grunewaldstr. 34a, 12165 Berlin
Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654
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Re: [rt-users] Accessing User_Local.pm user defined methods from Mason
Hello,
--Am 25. Januar 2008 18:22:46 + schrieb Paulo Filipe Andrade
[EMAIL PROTECTED]:
I have tried adding DisplayName = { 'read' = 1 }, and it works..
kind of. The first user's name in the drop down never gets displayed.
Somehow the first call to the method never goes through..
Any suggestions are welcome!
I am quite sure that the first user in the dropdown is Nobody which has
neither Nickname nor Realname. You need a fallback (e.g. to User-Name if
both are empty).
We have already a patch for the same thing (and more): We did not like that
in some cases the Emailaddress was displayed when showing a user in other
cases the Username (with or without Real Name).
So we patched most occurrences where users are displayed with a call to
DisplayName or (in some cases) FriendlyEmailAddress, methods which we
implemented in User_Overlay.pm.
I attach a link to our patch here for reference. You may find that it is
worth to modify other places of User display as well. (The patch is not yet
ready because I am not sure whether we missed some places, where a User
will be displayed - so we did not yet modify Admin pages).
http://page.mi.fu-berlin.de/pape/rt3/patches/rt/unified_user_display.patch
Regards,
Dirk.
--
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Freie Universitaet Berlin
Grunewaldstr. 34a, 12165 Berlin
Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654
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Re: [rt-users] How-to-do? Ticket Custom fields with different pragmatics in Ticket life time
Hello Todd, --Am 18. Januar 2008 07:52:31 -0500 schrieb Todd Chapman [EMAIL PROTECTED]: What you want to do is going to be very difficult. If custom field permissions checking had some context of the current ticket having it's CF permissions checked then you could do something clean, but unfortunately no context is provided. There are callbacks that allow you to override what mason components are used to display each CF and they do have ticket/page context, so you could use them to display edit/display read-only/not display based on the ticket and what context the CF is being viewed in. Thanks for your advice. I will look through the callbacks you mention. Dirk. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How-to-do? Ticket Custom fields with different pragmatics in Ticket life time
Hallo, --Am 18. Januar 2008 11:22:19 +0100 schrieb Dirk Pape [EMAIL PROTECTED]: For pragmatic kind of cf cannot be stored anywhere an mandatory status does not depend on the pragmatic kind. this sentence is t a sentence I think, so next try. cfs for now have only a category (type) but there is no attribute to give them the desired pragmatics, that is on which pages they will be shown or can be entered and in which stage of the ticket they become mandatory. I look for a way to express this in the database and use this information in the mason code systematically. Regards, Dirk. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How-to-do? Ticket Custom fields with different pragmatics in Ticket life time
Hello, for some Queues we have a couple of Custom fields to be attached to Tickets in this Queue. These Custom Fields are of different kind with respect to when they are expected to get a value and whether this value is expected to change. Let me give an example: 1. some keywords have to be added by helpdesk personal when they first create or take the ticket (if it is created by customer). 2. severity and level of concern have to be entered in an early stage but may change during lifetime of the ticket. 3. some other field, for example if this ticket contains useful information to be postprocessed by some person responsible for the knowledge base is expected to be entered, when the ticket becomes resolved. For us it would be indeed useful to make entering a value mandatory when reolving a ticket. We would like to control where the entry fields for the custom fields are shown, for example cf of kind 1 should be visible/editable on the create and the dispatch screen (latter is a custom screen here), kind 2 should be editable on each correspondance or comment screen, kind 3 should only be visible on resolve screen and mandatory there. For pragmatic kind of cf cannot be stored anywhere an mandatory status does not depend on the pragmatic kind. How would you implement this fetaure in RT without coding somthing like if name of custom field is xyz then ... else ... in all of these mason pages? Regards, Dirk. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] MergeUsers Patch question
Hello, --Am 3. Januar 2008 14:25:24 -0800 schrieb Sean McCreadie [EMAIL PROTECTED]: I installed the MergeUsers Extension from Jesse and then I noticed the patch that Dirk has put up on the mailing list. I tried to run the patch and it didn't work. Im pretty new to this and have never tried to use the patch command before. My question is should I be copying the Modify.html file from /share/html/Admin/Users to the local directory and then running the patch on it? Or does it run on the original file in the share directory? Thanks everyone in advance, im pretty confused on this one. The mergeUsers Extensions will install a html/Admin/Users/Modify.html into the local or shared directory (I dont know which), but you should not use it because it is buggy. Instead you should use the html/Admin/Users/Modify.html from the original RT installation an patch it (before 3.6.5) or leave it as it is (= 3.6.5, as the patch had been applied in the distribution). With this Modify.html a callback will be enabled that allows to add some widget to the Admin/Users/Modify.html page. Hence you only need to supply such a callback. The callback I had attached to the mail with my patch will enable the mergeUser functionality that were originally enabled by the Modify.html page supplied with mergeUsers. To supply the callback just create the directory /path/to/rt/local/html/Callbacks/MergeUsers/Admin/Users/Modify.html/ and copy the file LeftColumnBottom from my mail in this directory. After restarting apache and clearing mason cache, MergeUsers should be functional. Regards, Dirk ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Attachments on reply
Hello,
--Am 5. Dezember 2007 10:18:05 +0100 schrieb Holger Haase
[EMAIL PROTECTED]:
this did not the trick, the attachment is stored in the ticket
But not send out per mail.
My resolve template:
-
Subject: Resolved: {$Ticket-Subject}
RT-Attach-Message: yes
According to our records, your request has been resolved. If you have any
further questions or concerns, please respond to this message.
--
you must not have a blank line between the subject: header and the
RT-Attach-Message: header, hence your template should look
-
Subject: Resolved: {$Ticket-Subject}
RT-Attach-Message: yes
According to our records, your request has been resolved. If you have any
further questions or concerns, please respond to this message.
--
Dirk.
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Re: [rt-users] Warnings when replying to a ticket
Hello, --Am 29. November 2007 00:41:12 -0500 schrieb Jesse Vincent [EMAIL PROTECTED]: Nope. They're cases where perl has gotten smarter and stricter about possibly sloppy coding. Until relatively recently, a bug in RT hid them from view. We've been slowly going through and cleaning up the codebase to eliminate them. RT 3.6.5 and 3.6.6 improve things somewhat. (3.6.6 is coming soon) and 3.8 does a whole lot better. I already have a patch on basis of 3.6.5, which improves things here: http://page.mi.fu-berlin.de/pape/rt3/patches/rt/3.6.5/less_warnings_in_error_log.patch There are one to three warnings left here, which I will eliminate soon, when I am not too busy any more. Regards, Dirk. -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Slow ticket search page becoming a problem
Hello, --Am 18. November 2007 22:17:42 +0300 schrieb Ruslan Zakirov [EMAIL PROTECTED]: Script creates schema and data. The following query must use range search for the second table instead of 'ref'. so this is from our site: Reading table information for completion of table and column names You can turn off this feature to get a quicker startup with -A Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection id is 897 Server version: 5.0.32-Debian_7etch1-log Debian etch distribution Type 'help;' or '\h' for help. Type '\c' to clear the buffer. mysql explain SELECT STRAIGHT_JOIN g.id FROM acl a, grp g WHERE - g.type = a.type - AND ( - ( g.domain = 'RT::Ticket-Role' AND g.instance = 10 ) - OR ( g.domain = 'RT::Queue-Role' AND g.instance = 3 ) - OR ( g.domain = 'RT::System-Role' AND g.instance = 1 ) - ); ++-+---+---+---+--+-+--+--+-+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | ++-+---+---+---+--+-+--+--+-+ | 1 | SIMPLE | a | ALL | NULL | NULL | NULL| NULL |2 | | | 1 | SIMPLE | g | range | grp1,grp2 | grp2 | 40 | NULL |6 | Using where | ++-+---+---+---+--+-+--+--+-+ 2 rows in set (0.00 sec) mysql As far as I understood this meens that Server version: 5.0.32-Debian_7etch1-log Debian etch distribution is ok, isn't it? Regards, Dirk. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] ExtractCustomField Regexp Help Needed
Hello Darren, for historic reason ECFV uses | as delimiter in the template. If you use | in your regexp what you do the template will not behave as you might expect. You can redefine the separator ECFV uses by inserting a line at the beginning of your scanner template, e.g. Separator=# then you write Customer Name#body#CSR Contact Name\s*([\w*|\s*])*## though I think you mean Customer Name#body#CSR Contact Name\s*([\w\s]*)## which will match Test Customer into your custom field. You will need ECVF Version 1.1b2 or later to change the separator. Actual version is 1.2b3 http://page.mi.fu-berlin.de/pape/rt3/ExtractCustomFieldValues.tgz Regards, Dirk. --Am 31. Oktober 2007 21:47:33 -0400 schrieb Darren Ellis [EMAIL PROTECTED]: Hello, I am using ExtractCustomField to try to populate some custom fields by scanning for values in the body of the incoming message. My regexp needs to match a starting string and then grab everything to the end of the line. I have the regexp working with egrep in the bash shell, but my custom fields aren't being populated. Here's the output of the egrep command: [EMAIL PROTECTED] ~]$ egrep 'CSR Contact Name\s*([\w*|\s*])*' CSRFile CSR Contact Name Test Customer [EMAIL PROTECTED] ~]$ Here's the contents of CSRFile: [EMAIL PROTECTED] ~]$ cat CSRFile CSR Contact Name Test Customer [EMAIL PROTECTED] ~]$ Here's the relevant line of my CFExtract Template (#18): Customer Name|body|CSR Contact Name\s*([\w*|\s*])*|| Here's the contents of my Scrip (#16) Description: CFExtract Condition: On Create Action: Extract Custom Field Values Template:CFExtract Stage: TransactionCreate I do have one working that simply grabs a number from the subject line, so I believe that the ExtractCustomField add-on is working properly. Could some kind regexp/rt expert point me in the right direction? Thank you. Darren Darren Ellis [EMAIL PROTECTED] Office: (207) 376-0137, x2201 Mobile: (207) 841-4000 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Reminders for nobody
Hello, --Am 10. Oktober 2007 11:41:15 -0700 schrieb Kenneth Crocker [EMAIL PROTECTED]: Awhile back I thought I saw an inquiry about how to get rid of reminders that had Nobody as the owner. I didn't see any resolutions on that. Did someone come up with one? I have, but I don't want to be redundant. I also asked this and have been confirmed that it is a bug. I would like to see your resolution. Regards, Dirk. -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Who can resolve Reminders which are owned by nobody?
Hello, We have rt 3.6.5; someone here has created a reminder which is owned by Nobody. This is visible for all Watchers of this Queue on RT at a glance (widget, which shows reminders). But I don't see how this reminder can be resolved by anyone. If we go to the Ticket page which the reminder refers there appears no checkbox to resolve it, the reminder is not even shown there. Is this a bug or do I miss something? Dirk. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] pls. add a callback to /Admin/Users/Modify and change RT::Extension::MergeUsers
Hello, I observed that RT::Extension::MergeUsers overwrites /Admin/Users/Modify.html which is not good for two reasons: - after updating RT this modified version will be overwritten by the original RT-version and MergeUsers looses its GUI - the version in MergeUser is a modification from an old (buggy html) version So I propose following patch to RT, to add two callbacks to /Admin/Users/Modify.html: http://page.mi.fu-berlin.de/pape/rt3/patches/rt/3.6.4/add_callbacks_to_admin_users.patch and attach a callback, that RT::Extension::MergeUsers should use for new RT-Versions instead of overwriting Modify.html. Regards, Dirk. LeftColumnBottom Description: Binary data ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] minor html correction to RT
Hello Jesse, sorry posting this after you having 3.6.5 out, but these are only minor corrections Since Safari tries to be very smart with table width:auto*, I set table width:100% on body lauyout tables on some pages. http://page.mi.fu-berlin.de/pape/rt3/patches/rt/3.6.4/rt3.6-xhtml-2.patch * making them smaller than necessary and breaking table field without any need Regards, Dirk. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.6.5rc2 not compatible with MIME::Parser version 5.421 (but 5.420 ok)
Hello Jesse, --Am 26. September 2007 00:41:48 -0400 schrieb Jesse Vincent [EMAIL PROTECTED]: Does this patch fix it? If so, It will make it into 3.6.5: yes it does. Regards, Dirk. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT 3.6.5rc2 not compatible with MIME::Parser version 5.421 (but 5.420 ok)
Hello, just a warning for all not to upgrade MIME::Parser to version 5.421, this will render rt-mailgate unfunctional as we observed here. This is because RT::EmailParser calls the sub MIME::Parser-tmp_recycling which happens to be deleted in 5.421 Regards, Dirk. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] relogin necessary after changing/creating queue
Hello,
--Am 2. August 2007 13:35:11 +0200 schrieb Benjamin Weser [EMAIL PROTECTED]:
I had a look at the code in /Elements/SelectQueue but since I haven't
done anything in perl (yet) I didn't get very much out of it. Tried to
uncomment here and there and changed the values of the variables but
nothing provided the solution I am looking for. :(
the code you have to be performed is the following:
delete $session{'create_in_queues'};
delete $session{'quick_search_queues'};
This is emptying the cache of queues which is stored in the $session
object. But you have to decide where you want to perform it. Maybe you
place a button somewhere?
Regards, Dirk.
--
Dr. Dirk Pape (eAS - Projektleitung Campus Management)
Freie Universitaet Berlin
Grunewaldstr. 34a, 12165 Berlin
Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654
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Re: [rt-users] ExtractCustomFieldValue not working
Hello, --Am 24. Mai 2007 08:06:59 -0400 schrieb Kevin Falcone [EMAIL PROTECTED]: It is trying to match Body against the regexp /^body$/i You don't want the double quotes. just write Body nothing else, so your example line says: Severity|Body|SEVERITY\s+\[([1-4]\s+\-\s+.*)\] Regards, Dirk. -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM 2.2.0RC4 bug (with RT 3.6.3): Search not working for values of Cfs with type select one value
Thanks Ruslan, can you give me the URL for the latest svn trunk for RTFM. Sorry if I am only blind to find it. Did Jesse mention, it resides in RTIR? Regards, Dirk. --Am 16. Mai 2007 07:55:55 +0400 schrieb Ruslan Zakirov [EMAIL PROTECTED]: Dirk, could please try the latest svn code, I hope I've fixed the problem you're seeing. -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM 2.2.0RC4 bug (with RT 3.6.3): Search not working for values of Cfs with type select one value
Hello Jesse, --Am 28. April 2007 07:51:08 +0200 schrieb Dirk Pape [EMAIL PROTECTED]: patch is here http://page.mi.fu-berlin.de/~pape/rt3/patches/rtfm/2.2.0RC5/artice_cf_search.patch I had to update this patch. If you downloaded it until now, please do again. You certainly should take a look at it carefully because I am not so familiar with Searchbuilder (semantics of ALIAS and LEFTJOIN in Limit). There is also another LEFTJOIN in a Limit for enabled CFs some lines above, which maybe should spell ALIAS, I do not know). Sorry, Dirk. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM 2.2.0RC4 bug (with RT 3.6.3): Search not working for values of Cfs with type select one value
Hi Jesse, --Am 7. März 2007 12:33:22 -0500 schrieb Jesse Vincent [EMAIL PROTECTED]: How's this sound? Send me a patch to add a failing test to the RTFM test suite and I'll dig in and fix it? :) I do it both (after beeing very busy with other things for a long time): patch is here http://page.mi.fu-berlin.de/~pape/rt3/patches/rtfm/2.2.0RC5/artice_cf_search.patch ArticleCollection-LimitCustomField did not Limit correct if FIELD is given as an Object or CustomFieldId but only when given as a Name http://page.mi.fu-berlin.de/~pape/rt3/patches/rtfm/rtfm_test_cf.pl is a test for that, which I am not able to integrate into the regression test suite because of my ignorance. May I left that to any of you? output of that test before patch: [EMAIL PROTECTED]:/export/local-1/src/rtmi/RTFM-2.2.0RC5[07:39:22]# /export/rt3.6/local/sbin/rtfm_test_cf.pl --suffix=pre-patch CF search by Id is not ok (21). CF search by Object is not ok (21). CF search by Name is ok. after patch: [EMAIL PROTECTED]:/export/local-1/src/rtmi/RTFM-2.2.0RC5[07:40:36]# /export/rt3.6/local/sbin/rtfm_test_cf.pl --suffix=post-patch CF search by Id is ok. CF search by Object is ok. CF search by Name is ok. :-) Dirk. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Close with and without notification
Hello, --Am 25. April 2007 07:42:17 -0600 schrieb Warren Macey [EMAIL PROTECTED]: I had a brainwave that said that I could add some custom field and write a scrip condition that would check this field on resolve to see if it should send the notice or not, but this seemed a little hokey to me and I just wonder if there is a better, more efficient, way to accomplish this. we use my patch which introduces a new (virtuel) status resolved (quiet). Depending on your RT version you can find it: http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/silently_resolve.patch http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/silently_resolve-3.2.3.patch http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/silently_resolve-3.3.patch the latter works until 3.6.3 (and will maybe work in higher versions, too). regards, Dirk. -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Close with and without notification
Hello, --Am 25. April 2007 09:49:51 -0700 schrieb Schultz, Eric [EMAIL PROTECTED]: What I would like to see is a checkbox that you can click to turn off sending email for *any* reply (just for that reply), rather than only for setting a particular status. I already have it so that setting the status to 'deleted' does not generate email. I tried to code a solution to this, but it was flawed. that is a misunderstanding of the patch. Status is actually set to resolved with this patch not to any other status. You would not want introducing a new status or use deleted, because you wil have wrong statistics then. silently_resolved.patch is actually design for and only for the Thanks szenario you mentioned. Regards, Dirk. -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Rtx::Shredder: Indexes for Performance improvements on deleting Tickets
Hello, using Shredder Version 0.6 with rtx-shredder --plugin Tickets=limit,50;status,deleted;updated_before,`date -I -d '1 month ago'` --force I added the following indexes, that improved purging deleted Tickets from 3 hours to one minute. on Transactions: KEY `Shredder` (`ReferenceType`,`OldReference`,`NewReference`), KEY `Shredder2` (`Type`,`OldValue`,`NewValue`), KEY `Transaction Order Created` (`Created`) on CachedGroupMembers: KEY `Shredder` (`Via`) may help some others if this is not already folklore. Regards, Dirk. -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Rtx::Shredder: Indexes for Performance improvements on deleting Tickets
Hello --Am 11. April 2007 11:53:22 -0400 schrieb Mathew [EMAIL PROTECTED]: How many tickets do you typically shred per run? 50 Dirk. -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM 2.2.0RC4 vs. XHTML 1.0 and CSS 2, anyone did it already?
--Am 10. März 2007 14:19:53 -0500 schrieb Jesse Vincent [EMAIL PROTECTED]: Thanks! Applied sorry again, Jesse. There was another error in the patch. My editor normalized case in tags but this was perl code so $ClassObj became $classobj yielding an error on RTFM/Classes/Modify.html And I wrongly used ' ' instead of '' as empty values. attached is a patch to apply to the patched trunk. Dirk. -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654 rtfm-xhtml-followup.patch Description: application/text ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] NotifyActor but not Requestor
Hello, --Am 12. März 2007 22:48:35 +0200 schrieb Konstantin N. Bezruchenko [EMAIL PROTECTED]: Usually i use RT both in web interface and mail client, and it's very useful to have full history in mail client. When i tell full i mean really full history including my own replies and comments. I found that i can have this enabling NotifyActor. But when i enable this feature, customers also receives their own replies. Is that possible to have NotifyActor enabled without sending notifies to customers. Basically Customer == Requestor. as far as I know you could use the Autoreply action for that. Autoreply will by design also notify the actor. Autoreply can be called with parameters Owner, AdminCc and so on not only with parameter Requestor. But Autoreply is by default only configured in database to be called with Requestor. You have to register a new scrip actions Autoreply to AdminCc or Autoreply to AdminCc and Cc. So if you have a scrip action Autoreply to AdminCc or Autoreply to AdminCc and Cc you can use this is your notifications, hence: On Reply Notify Requestors with ... and On Reply Autoreply to Admincc and Cc with ... dont know, if this really works. Dirk -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM 2.2.0RC4 vs. XHTML 1.0 and CSS 2, anyone did it already?
Hello, attached is a patch relative to RTFM-2.2.0RC5 which should make the pages from RTFM much more XHTML conform. Regards, Dirk. --Am 22. Februar 2007 12:39:25 +0100 schrieb Dirk Pape [EMAIL PROTECTED]: since rt 3.6.3 now produces XHTML 1.0 strict with CSS2, I wonder if anyone has already adjusted RTFM to do the same. Otherwise you produce mixed HTML/XHTML in many pages, where RTFM-Callback are integrated. I just started correcting some of these and can complete so to provide a patch. rtfm-2.2.0RC5-xhtml.patch.gz Description: GNU Zip compressed data ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM 2.2.0RC4 vs. XHTML 1.0 and CSS 2, anyone did it already?
Hello, sorry there is an error in the patch making create article unuseable. I provide a corrected patch in a minute. Dirk. --Am 10. März 2007 16:27:27 +0100 schrieb Dirk Pape [EMAIL PROTECTED]: attached is a patch relative to RTFM-2.2.0RC5 which should make the pages from RTFM much more XHTML conform. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM 2.2.0RC4 vs. XHTML 1.0 and CSS 2, anyone did it already?
Hello, --Am 10. März 2007 16:49:30 +0100 schrieb Dirk Pape [EMAIL PROTECTED]: sorry there is an error in the patch making create article unuseable. I provide a corrected patch in a minute. ok here is the corrected version. Sorry for that. Dirk. rtfm-2.2.0RC5-xhtml-v2.patch.gz Description: GNU Zip compressed data ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM 2.2.0RC4 bug (with RT 3.6.3): Search not working for values of Cfs with type select one value
Hello Ulrike, --Am 6. März 2007 11:19:17 +0100 schrieb Ulrike Lindemann [EMAIL PROTECTED]: I posted this behaviour some weeks ago, and I've seen that Giulio Prinzi posted it on the rt-devel list and modified his ArticleCollection_Overlay.pm. Which versions do you run? we run RT 3.6.3 and RTFM 2.2.0RC4 Thanks for showing me that I am not alone. Regards, Dirk. -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Multiple queues for single ticket?
Hello, --Am 26. Februar 2007 20:28:42 -0700 schrieb Kelly Jones [EMAIL PROTECTED]: We sometimes get tickets that require actions by people in queues X, Y, and Z. The three queues are otherwise unrelated. The ticket has intertwined requests: if the admins of queue X take a certain action, it will affect what the admins of Y and Z need to do. Ideally, the ticket would belong to all three queues: X admins would see it as native to queue X, Y admins would see it as native to queue Y, etc. X admins could see comments made by Y and Z admins, and so on. Is there a way to do this? this is afaIk not possible in RT. What we do is: Have and leave the ticket in one Queue. This is for the management overview and we call such Tickets Metatickets and use them for compound tasks (what you are looking for) and for problems (in the language of ITIL) to refer to incidences and evidences of a problem. For each subtask we create a new ticket in the queue where the subtask belongs to. You have options here: a) you can use the depends-on-depended-by-relationship b) you can use the parent-child-relationship in fact we use both in different contexts (a=real dependency and b=composition). Have the AdminCCs work on their subtasks. Managers can look at the Metaticket and see the tree of dependencies/childs together with their statuses in the metadata of the metaticket. Resolve the metaticket in accordance with the status of the subtasks. You can even automate this with a Scrip (we don't) or create a approval workflow (we dont) with this. Regards, Dirk. -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM 2.2.0RC4 bug (with RT 3.6.3): Search not working for values of Cfs with type select one value
Hello, doesn't anyone see the same problem? I am quite sure now that it is in the core of RTFM (RT::FM::ArticleCollection-LimitCustomField). Regards, Dirk. --Am 22. Februar 2007 12:35:54 +0100 schrieb Dirk Pape [EMAIL PROTECTED]: Hello, is this a known issue? I have a CF rt-mi-faq-category attached to a class rt-mi-faq. The CF has type select one value with three values possible one of it is general. Know composing an article search for class rt-mi-faq and value general for the CF rt-mi-faq-category yields all articles of a class in the result, regardless of their value of CF rt-mi-faq-category, which is WRONG! The bookmarkable link for the search is: https://our.rt.server/rt/RTFM/Article/Search.html?Class=4rt-mi-faq-cate gory~=general if searching for content - any field - matches general, the value of the CF is correctly filtered. I have tried RT::FM::ArticleCollection-LimitCustomField (FIELD = rt-mi-faq-category, VALUE = general), which does not work also, so I think the problem is in handling this kind of limit. Regards, Dirk. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RTFM 2.2.0RC4 bug (with RT 3.6.3): Search not working for values of Cfs with type select one value
Hello, is this a known issue? I have a CF rt-mi-faq-category attached to a class rt-mi-faq. The CF has type select one value with three values possible one of it is general. Know composing an article search for class rt-mi-faq and value general for the CF rt-mi-faq-category yields all articles of a class in the result, regardless of their value of CF rt-mi-faq-category, which is WRONG! The bookmarkable link for the search is: https://our.rt.server/rt/RTFM/Article/Search.html?Class=4rt-mi-faq-category~=general if searching for content - any field - matches general, the value of the CF is correctly filtered. I have tried RT::FM::ArticleCollection-LimitCustomField (FIELD = rt-mi-faq-category, VALUE = general), which does not work also, so I think the problem is in handling this kind of limit. Regards, Dirk. -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] vanished lines in rt 3.6.1 reply
Hello, --Am 12. Februar 2007 15:38:56 -0500 schrieb Kevin Falcone [EMAIL PROTECTED]: I've created a local ticket that looks something like this (by replying a lot) and haven't been able to replicate your problem. I, too, have reported such an error months ago. You will find the error description and the proof of the error in http://rt3.fsck.com/Ticket/Display.html?id=7539 (user: guest, password: guest) Dirk. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [repost] Performance-Bug in SelfService when updated from 3.6.1 to 3.6.3
Hello, does anybody have the same performance degration on 3.6.3 SelfService/index.html or do I have to dig into our special configuration?? If the latter, does anybody have a hint where to dig into? Dirk. --Am 23. Januar 2007 08:39:38 +0100 schrieb Dirk Pape [EMAIL PROTECTED]: Hello, I recently upgraded our test system from 3.6.1 to 3.6.3 and I observed a performance problem in SelfService which is new. SelfService/index.html takes more than 15 minutes to load on our server where RT. I tracked this issue down to a change in SelfService/Elements/MyRequest. In 3.6.1 and before SelfService only searched for Tickets of which the User is requestor. In 3.6.3 it searches for Tickets where user ist Requestor, AdminCc or Cc of. This search is not well performed by my mysql db server (Ver 12.22 Distrib 4.0.24, for pc-linux-gnu (i386)) as reported by me in other tickets before. I changed SelfService/Elements/MyRequest only to include Tickets with requestor and the page is performing well again. All indexes are as specified by the default installation. I tested some additional indexes whithout any success. Is this a known issue only applying to mysql? Only to mysql 4? Or why does no others report this error? Here is the query and the explaination: # Query_time: 805 Lock_time: 0 Rows_sent: 1 Rows_examined: 204821648 SELECT COUNT(DISTINCT main.id) FROM (Tickets main JOIN Groups Groups_4 ON ( Groups_4.Instance = main.id)) JOIN Groups Groups_7 ON ( Groups_7.Instance = main.id)) LEFT JOIN CachedGroupMembers CachedGroupMembers_5 ON ((CachedGroupMembers_5.GroupId != CachedGroupMembers_5.MemberId)) AND ( CachedGroupMembers_5.GroupId = Groups_4.id)) JOIN Groups Groups_1 ON ( Groups_1.Instance = main.id)) LEFT JOIN CachedGroupMembers CachedGroupMembers_8 ON ( CachedGroupMembers_8.GroupId = Groups_7.id) AND ( (CachedGroupMembers_8.GroupId != CachedGroupMembers_8.MemberId))) LEFT JOIN Users Users_6 ON ( Users_6.id = CachedGroupMembers_5.MemberId)) LEFT JOIN Users Users_9 ON ( Users_9.id = CachedGroupMembers_8.MemberId)) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId = Groups_1.id) AND ( (CachedGroupMembers_2.GroupId != CachedGroupMembers_2.MemberId))) LEFT JOIN Users Users_3 ON ( Users_3.id = CachedGroupMembers_2.MemberId)) WHERE ((Groups_1.Domain = 'RT::Ticket-Role')) AND ((Groups_1.Type = 'Requestor')) AND ((Groups_4.Domain = 'RT::Ticket-Role')) AND ((Groups_4.Type = 'Cc')) AND ((Groups_7.Domain = 'RT::Ticket-Role')) AND ((Groups_7.Type = 'AdminCc')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( ( (Users_3.EmailAddress = '') ) OR ( (Users_6.EmailAddress = '') ) OR ( (Users_9.EmailAddress = '') ) ) AND ( (main.Status = 'open') OR (main.Status = 'new') OR (main.Status = 'stalled') ) ); +--++-++- +---+---+--+ | table| type | possible_keys | key| key_len | | ref | rows | Extra| +--++-++- +---+---+--+ | Groups_1 | ref| Groups1,Groups2 | Groups2| 65 | | const | 51330 | Using where | main | | eq_ref | PRIMARY | PRIMARY| 4 | Groups_1.Instance | | 1 | Using where | Groups_7 | ref| | Groups1,Groups2 | Groups1| 65 | const | | 72594 | Using where; Using index | CachedGroupMembers_8 | ref| | DisGrouMem | DisGrouMem | 5 | Groups_7.id | | 1 | Using index | Groups_4 | ref| | Groups1,Groups2 | Groups1| 65 | const | | 72594 | Using where; Using index | CachedGroupMembers_5 | ref| | DisGrouMem | DisGrouMem | 5 | Groups_4.id | | 1 | Using index | Users_6 | eq_ref | PRIMARY | | PRIMARY| 4 | CachedGroupMembers_5.MemberId | 1 | | | Users_9 | eq_ref | PRIMARY | PRIMARY| 4 | | CachedGroupMembers_8.MemberId | 1 | | | CachedGroupMembers_2 | ref| DisGrouMem | DisGrouMem | 5 | | Groups_1.id | 1 | Using index | | Users_3 | eq_ref | PRIMARY | PRIMARY| 4 | | CachedGroupMembers_2.MemberId | 1 | Using where | +--++-++- +---+---+--+ 10 rows in set (0.05 sec) Regards, Dirk. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http
Re: [rt-users] [repost] Performance-Bug in SelfService when updated from 3.6.1 to 3.6.3
Hi Jesse, --Am 27. Januar 2007 03:36:24 -0500 schrieb Jesse Vincent [EMAIL PROTECTED]: I haven't seen it. It _does_ look like htat query is qgetting built wrong. I wonder if changing the search to be Watcher = rather than what it is now would make it all better. you are right. Switching to Watcher instead of ( Requestor, Cc, AdminCc ) helps. But I had the same problem with users that build queries with the search form, that behave bad in the same manner. Why is this search so badly translated into SQL? Dirk. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [repost] Performance-Bug in SelfService when updated from 3.6.1 to 3.6.3
Hello, --Am 27. Januar 2007 22:18:04 +0100 schrieb Dirk Pape [EMAIL PROTECTED]: you are right. Switching to Watcher instead of ( Requestor, Cc, AdminCc ) helps. thanks Jesse for help and Ruslan for explaination. Here is the simple patch. Dirk. performance_of_selfservice.patch Description: Binary data ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] patch for 3.6: correcting display logic in navigation menu after a search has been performed
Hello,
in RT 3.6 after a search has been performed the Ticket/Element/Tabs added
submenus to two different menu items ('Show Results' and 'Tickets'). In the
new 3.5 style css this had the strange effect that the navigation submenu
(' First | Prev | Next | Last ') moves to the page menu (below the
Title heading) and the Ticket menu stayed at the navigation menu.
This is not what you would expect, because normally (without a search
jumping to a specific ticket number, where a search navigation does not
exist) the ticket menu moves to the page menu.
If you used the last_menu_level css class you had other strange effects
painting the second last menu level as last_menu_level.
I moved the search navigation one level up with attached patch to correct
this strangeness.
Regards,
Dirk.
bogus_last_menu_level.patch
Description: Binary data
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[rt-users] Performance-Bug in SelfService when updated from 3.6.1 to 3.6.3
Hello, I recently upgraded our test system from 3.6.1 to 3.6.3 and I observed a performance problem in SelfService which is new. SelfService/index.html takes more than 15 minutes to load on our server where RT. I tracked this issue down to a change in SelfService/Elements/MyRequest. In 3.6.1 and before SelfService only searched for Tickets of which the User is requestor. In 3.6.3 it searches for Tickets where user ist Requestor, AdminCc or Cc of. This search is not well performed by my mysql db server (Ver 12.22 Distrib 4.0.24, for pc-linux-gnu (i386)) as reported by me in other tickets before. I changed SelfService/Elements/MyRequest only to include Tickets with requestor and the page is performing well again. All indexes are as specified by the default installation. I tested some additional indexes whithout any success. Is this a known issue only applying to mysql? Only to mysql 4? Or why does no others report this error? Here is the query and the explaination: # Query_time: 805 Lock_time: 0 Rows_sent: 1 Rows_examined: 204821648 SELECT COUNT(DISTINCT main.id) FROM (Tickets main JOIN Groups Groups_4 ON ( Groups_4.Instance = main.id)) JOIN Groups Groups_7 ON ( Groups_7.Instance = main.id)) LEFT JOIN CachedGroupMembers CachedGroupMembers_5 ON ((CachedGroupMembers_5.GroupId != CachedGroupMembers_5.MemberId)) AND ( CachedGroupMembers_5.GroupId = Groups_4.id)) JOIN Groups Groups_1 ON ( Groups_1.Instance = main.id)) LEFT JOIN CachedGroupMembers CachedGroupMembers_8 ON ( CachedGroupMembers_8.GroupId = Groups_7.id) AND ( (CachedGroupMembers_8.GroupId != CachedGroupMembers_8.MemberId))) LEFT JOIN Users Users_6 ON ( Users_6.id = CachedGroupMembers_5.MemberId)) LEFT JOIN Users Users_9 ON ( Users_9.id = CachedGroupMembers_8.MemberId)) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId = Groups_1.id) AND ( (CachedGroupMembers_2.GroupId != CachedGroupMembers_2.MemberId))) LEFT JOIN Users Users_3 ON ( Users_3.id = CachedGroupMembers_2.MemberId)) WHERE ((Groups_1.Domain = 'RT::Ticket-Role')) AND ((Groups_1.Type = 'Requestor')) AND ((Groups_4.Domain = 'RT::Ticket-Role')) AND ((Groups_4.Type = 'Cc')) AND ((Groups_7.Domain = 'RT::Ticket-Role')) AND ((Groups_7.Type = 'AdminCc')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( ( (Users_3.EmailAddress = '') ) OR ( (Users_6.EmailAddress = '') ) OR ( (Users_9.EmailAddress = '') ) ) AND ( (main.Status = 'open') OR (main.Status = 'new') OR (main.Status = 'stalled') ) ); +--++-++-+---+---+--+ | table| type | possible_keys | key| key_len | ref | rows | Extra| +--++-++-+---+---+--+ | Groups_1 | ref| Groups1,Groups2 | Groups2| 65 | const | 51330 | Using where | | main | eq_ref | PRIMARY | PRIMARY| 4 | Groups_1.Instance | 1 | Using where | | Groups_7 | ref| Groups1,Groups2 | Groups1| 65 | const | 72594 | Using where; Using index | | CachedGroupMembers_8 | ref| DisGrouMem | DisGrouMem | 5 | Groups_7.id | 1 | Using index | | Groups_4 | ref| Groups1,Groups2 | Groups1| 65 | const | 72594 | Using where; Using index | | CachedGroupMembers_5 | ref| DisGrouMem | DisGrouMem | 5 | Groups_4.id | 1 | Using index | | Users_6 | eq_ref | PRIMARY | PRIMARY| 4 | CachedGroupMembers_5.MemberId | 1 | | | Users_9 | eq_ref | PRIMARY | PRIMARY| 4 | CachedGroupMembers_8.MemberId | 1 | | | CachedGroupMembers_2 | ref| DisGrouMem | DisGrouMem | 5 | Groups_1.id | 1 | Using index | | Users_3 | eq_ref | PRIMARY | PRIMARY| 4 | CachedGroupMembers_2.MemberId | 1 | Using where | +--++-++-+---+---+--+ 10 rows in set (0.05 sec) Regards, Dirk. -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial
Re: [rt-users] extractcustomfields breaks with attachments ?
Hello, --Am 31. August 2006 18:21:18 +0400 schrieb Ruslan Zakirov [EMAIL PROTECTED]: Most probably this extension has problems with selecting a text part in a multipart email (message with attachments). ECFV does its best, by using TransactionObj-ContentObj from the RT-API, which RT uses itself to select the most appropriate text part of a message / multipart and so on. to the original poster: Maybe the message has no text part and matching text in html most probably fails because of intervening tags. Be sure that you have the most recent version of ECFV (1.2b3 from http://page.mi.fu-berlin.de/~pape/rt3/ExtractCustomFieldValues.tgz). There may be another cause as well: I recently observed that ECFV had problems with mail which have Content-type Headers with encoded filename entries from Outlook. That became better after a patch from you, Ruslan, which fixed it partly (regarding international characters in attachment filename). Regards, Dirk ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Users replying to resolved ticket notifications re-opens ticket
Hello, --Am 22. Juni 2006 10:50:59 +0200 schrieb Niels Huylebroeck [EMAIL PROTECTED]: So using CustomValue you'd have something like this : thanks - set CustomValue ID10T - resolve (silent - no mail) we here use our silently_resolve.patch in http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/ (available for 3.0 to 3.6), to enable a new status selectable by staff to resolve a ticket after thank you without notifying anyone. Dirk. -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
