Re: [rt-users] how to remove watchers
In your screenshot, there is only one watcher listed, a Requestor named David Toback. Requestors, CCs, and AdminCCs are all Watchers of various types. Will that not remove him completely, as the requestor?
[rt-users] Chart link from a search forgetting the search results
Hello, When a user with perms for a queue does a search within that queue on a custom field, they get an expected list of results that are a subset of that queue. Clicking the Chart link at the top brings us to one large monolithic bar of the entire queue (3000 tickets...). Going through several steps of bar chart by [customfield] and iterating through that and the search a few more times eventually gets us the bar chart we want: a subset of only those items in the queue with Custom Field 1's value, broken out into number of occurances by Custom Field 2's values. (I also greatly miss the chart by... quick link at the bottom of search results from previous versions). I'm not sure why the search is immediately forgotten, but a red flag to me is that somewhere in this process she has to log in again. AD integration seems to have been working since the upgrade (and was before with no repeat-login issues). Not sure if this is related to this specific problem, or a separate issue. Rob Munsch IT Administrator PhillyCarShare 215-495-1040 x131 www.phillycarshare.org http://www.phillycarshare.org/ Our Vision: A Philadelphia in which non-profit car sharing exceeds the convenience, flexibility, and affordability of car ownership.
Re: [rt-users] Can't connect to old DB
Thanks, Ruslan: check all that, I couldn't find any errors with rt or the database, so I looked looked at my apache2 config again. Replaced it with the stock example in the docs, which I perhaps should have done before getting hung up on the idea it was a DB communication issue. It's working now (and also seems a great deal faster than 3.8!). -Original Message- From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Wednesday, May 11, 2011 6:40 PM To: Rob Munsch Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Can't connect to old DB Hi, Logs should contain more precise error messages. Also, it may be difference in Database* options. However, you say that schema upgrade went well, so it sure connects to some DB. Use mysql client, check list of DBs, check tables, for example rt4 comes with articles table that was not in RT3.8, check rights in mysql. On Wed, May 11, 2011 at 6:29 PM, Rob Munsch mun...@phillycarshare.org wrote: Sorry, List: I’ve read the various docs and worked on this a few days, but… I’ve installed rt4 next to my rt3, and specified use of the rt3 database, with the same username and password. However, going to rt.domain.com now shows me the “Hey congrats, you’ve a new RT install! Let’s set up the database!” On the commandline, the rt_user can connect to mysql with the password I’ve specified. I’ve checked the config files and the correct username and mysql password are there. I’ve followed, I thought, the updated apache instructions (and I do seem to be hitting /opt/rt4/ and not /opt/rt3/). I’m stumped. Is this a symptom of a common mistake, or I have done something strange? Thanks… Rob Munsch IT Administrator PhillyCarShare 215-495-1040 x131 www.phillycarshare.org Our Vision: A Philadelphia in which non-profit car sharing exceeds the convenience, flexibility, and affordability of car ownership. -- Best regards, Ruslan.
Re: [rt-users] Allowing remote access to RT mySQL
You should definintely check the link Ruslan mentions, and do a fair bit of reading to get more comfortable with MySQL (not a bad idea in any event). Not sure if you were quoting yourself verbatim, but if so, that command has several issues with how you typed it. I'd bookmark the 5.* doc pages for your exact version, and look up every command you want to type for syntax as you work. The punctuation is not optional :). From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Vance Walsh Sent: Thursday, May 12, 2011 3:04 PM To: r...@bestpractical.com Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Allowing remote access to RT mySQL Ruslan, Thanks for the response, I was more curious if there is anything specific to how RT connects to MySQL that would not allow for me to setup standard GRANT permissions to the DB I have tried the standard GRANT ALL PRIVILEGES ON *.* TO vwalsh@10.2.8.17 IDENTIFIED by Password; and have not been able to connect remotely from this IP and username to the DB -Vance --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass.
[rt-users] Can't connect to old DB
Sorry, List: I’ve read the various docs and worked on this a few days, but… I’ve installed rt4 next to my rt3, and specified use of the rt3 database, with the same username and password. However, going to rt.domain.com now shows me the “Hey congrats, you’ve a new RT install! Let’s set up the database!” On the commandline, the rt_user can connect to mysql with the password I’ve specified. I’ve checked the config files and the correct username and mysql password are there. I’ve followed, I thought, the updated apache instructions (and I do seem to be hitting /opt/rt4/ and not /opt/rt3/). I’m stumped. Is this a symptom of a common mistake, or I have done something strange? Thanks… Rob Munsch IT Administrator PhillyCarShare 215-495-1040 x131 www.phillycarshare.org Our Vision: A Philadelphia in which non-profit car sharing exceeds the convenience, flexibility, and affordability of car ownership.
Re: [rt-users] Can't connect to old DB
You know there's a bunch of schema changes between 4 and 3, right? :) If you pointed RT4 software at the RT3 database, the upgrade process changes the schema. Well, yes; part of the process is running the upgrade scripts on the database, which was done, and seemed to complete successfully. Essentially it was a new install of RT4 into its own directory, as per instructions, giving it the rt3 db name, user, and password; the upgrade script was run against the RT3 database; then the Apache conf of the site was altered to make the RT hostname point to the rt4 docroot instead of rt3. This seems to match the docs, yet going to the site gets a 4.0.0 web page with Hi! No database! Tee hee.
Re: [rt-users] Can't connect to old DB
From: Joshua Knarr [mailto:kna...@gsicommerce.com] Oh, I misread that as I'm trying to run these in parallel. What version are you upgrading from? Oh, gotcha. It was 3.8.8. I dumped the old DB (and I guess if all else fails can restore that and go back using the 3.8 install), ran the upgrade script, and watched it tell me about 3.8.9, 3.9, etc, as they were applied. On Wed, 2011-05-11 at 11:57 -0400, Rob Munsch wrote: You know there's a bunch of schema changes between 4 and 3, right? :) If you pointed RT4 software at the RT3 database, the upgrade process changes the schema. Well, yes; part of the process is running the upgrade scripts on the database, which was done, and seemed to complete successfully. Essentially it was a new install of RT4 into its own directory, as per instructions, giving it the rt3 db name, user, and password; the upgrade script was run against the RT3 database; then the Apache conf of the site was altered to make the RT hostname point to the rt4 docroot instead of rt3. This seems to match the docs, yet going to the site gets a 4.0.0 web page with Hi! No database! Tee hee.
Re: [rt-users] Can't connect to old DB
Not that I saw. From: Joshua Knarr [mailto:kna...@gsicommerce.com] Sent: Wednesday, May 11, 2011 12:29 PM To: Rob Munsch Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] Can't connect to old DB Did any of these throw errors or warnings? On Wed, 2011-05-11 at 12:22 -0400, Rob Munsch wrote: From: Joshua Knarr [mailto:kna...@gsicommerce.com] Oh, I misread that as I'm trying to run these in parallel. What version are you upgrading from? Oh, gotcha. It was 3.8.8. I dumped the old DB (and I guess if all else fails can restore that and go back using the 3.8 install), ran the upgrade script, and watched it tell me about 3.8.9, 3.9, etc, as they were applied. On Wed, 2011-05-11 at 11:57 -0400, Rob Munsch wrote: You know there's a bunch of schema changes between 4 and 3, right? :) If you pointed RT4 software at the RT3 database, the upgrade process changes the schema. Well, yes; part of the process is running the upgrade scripts on the database, which was done, and seemed to complete successfully. Essentially it was a new install of RT4 into its own directory, as per instructions, giving it the rt3 db name, user, and password; the upgrade script was run against the RT3 database; then the Apache conf of the site was altered to make the RT hostname point to the rt4 docroot instead of rt3. This seems to match the docs, yet going to the site gets a 4.0.0 web page with Hi! No database! Tee hee. -- Joshua Knarr kna...@gsicommerce.com Desk: 610-491-7110 Mobi: 484-636-7371 The information contained in this electronic mail transmission is intended only for the use of the individual or entity named in this transmission. If you are not the intended recipient of this transmission, you are hereby notified that any disclosure, copying or distribution of the contents of this transmission is strictly prohibited and that you should delete the contents of this transmission from your system immediately. Any comments or statements contained in this transmission do not necessarily reflect the views or position of GSI Commerce, Inc. or its subsidiaries and/or affiliates.
Re: [rt-users] FW: Regular Authentication and ExternalAuth RT 3.8.1
On Fri, May 22, 2009 at 10:01 AM, Eric Chatham echat...@broadvox.netwrote: No, the CPAN install is just fine, it just wasn't clear what you had done. Thank you for replying. I'm still having a problem getting this to work. I tried doing a tethereal capture. No packets are recorded in the capture when I try to log on to the web interface. Here are my new RT_SiteConfig settings. I'd suggest putting this in your SiteConfig, Set($LogToSyslog, 'info'); Set($LogStackTraces, 'debug'); and starting up, trying to log in, then checking the logs. -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] FW: Regular Authentication and ExternalAuth RT 3.8.1
On Fri, May 22, 2009 at 2:12 PM, Rob Munsch rob.mun...@gmail.com wrote: On Fri, May 22, 2009 at 10:01 AM, Eric Chatham echat...@broadvox.netwrote: No, the CPAN install is just fine, it just wasn't clear what you had done. Thank you for replying. I'm still having a problem getting this to work. I tried doing a tethereal capture. No packets are recorded in the capture when I try to log on to the web interface. Here are my new RT_SiteConfig settings. I'd suggest putting this in your SiteConfig, Set($LogToSyslog, 'info'); Set($LogStackTraces, 'debug'); and starting up, trying to log in, then checking the logs. -- /chown -R us:us /yourbase Oh good. Sorry, copied from my own config. Make them both debug; no info. -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Everything's plaintext
Good your-time-here, list: I have Set($MessageBoxRichText, 1); Set($PreferRichText, 1); yet all messages coming in - or going out! - are plaintext. I can compose something using the wysiwyg bar, but none of the formatting is kept. Worse, everything seems to be double-spaced, making every ticket twice as long as it needs to be. What other settings have I missed to get this working? -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Everything's plaintext
On Fri, May 22, 2009 at 2:39 PM, Lamers, Dan dlam...@elcan.com wrote: Set($TrustHTMLAttachments, 1); Aha. I hadn't noticed this before, and i strongly suspect that'll do it. Thanks! -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] FW: Regular Authentication and ExternalAuth RT 3.8.1
On Fri, May 22, 2009 at 3:36 PM, Eric Chatham echat...@broadvox.net wrote: On May 22, 2009, Rob Munsch wrote: I'd suggest putting this in your SiteConfig, Set($LogToSyslog, 'info'); Set($LogStackTraces, 'debug'); and starting up, trying to log in, then checking the logs. Thank you. I added the variables. Where can I check the logs at? Most likely in /var/log/ and you're looking for syslog in there, which you can check last 10 lines of with tail syslog or last 35 lines with tail -n 35 syslog or watch in realtime with tail -f syslog enter (then CTRL-C to break out of that) -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] FW: Regular Authentication and ExternalAuth RT 3.8.1
On Fri, May 22, 2009 at 4:18 PM, Eric Chatham echat...@broadvox.net wrote: On Friday, May 22, 2009 15:58, Rob Munsch wrote, Most likely in /var/log/ There is nothing listed in /var/log. er... I'm thinking you should probably tell us more about your system setup in general... -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] CustomFieldValue - strip leading zeroes
I'm trying to use s/^0*// in my CF template to strip out leading 0s from a 4
to 6 digit string.
Some of them don't have leading 0s, some do; sometimes they are 4-6 digits
and i need all of them; sometimes they are 6 digits with one or two leading
zeroes i have to get rid of.
using
(s/^0*//([0-9]{4,6}))
did not work, and i'm not sure if it's because i'm using it in the wrong
place, or because this method won't work for custom fields.
Help!,
Rob
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Re: [rt-users] CustomFieldValue - strip leading zeroes
On Tue, May 19, 2009 at 12:19 PM, Rob Munsch rob.mun...@gmail.com wrote:
I'm trying to use s/^0*// in my CF template to strip out leading 0s from a
4 to 6 digit string.
Some of them don't have leading 0s, some do; sometimes they are 4-6 digits
and i need all of them; sometimes they are 6 digits with one or two leading
zeroes i have to get rid of.
using
(s/^0*//([0-9]{4,6}))
did not work,
Aha! never mind, i think. The original expression, before i noticed the
leading zeroes, was looking for
TriggerText: 01234
using
FieldName|Body|(?i)triggertext\D?\D?\D?([0-9]{1,6})
because, iirc about setting that up, some people type TEXT 01234 and some
type TEXT: 01234, etc. I'd forgotten i am not checking the beginning of the
*string,* just my $1 goal.
Now i'm using
(?i)vin\D?\D?\D?0*([0-9]{4,6})
which is a good deal simpler, and seems to be working. None, one, or a
million leading zeroes should be ignored now.
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[rt-users] RT::Action::EscalatePriorityLinear
Hello, The wiki entry for this has a fair amount of code, but no information about where to get it or how to get it running. CPAN doesn't think it exists. ConfigureEscalation on the wiki says EscalatePriorityLinearhttp://wiki.bestpractical.com/view/EscalatePriorityLinear.pm can be copied to local/lib/RT/Action/. Sounds good; where is EPL.pm? Is that the first code block, and if so, do i just paste that into Action/? Is the patch to avoid Last Modified: being changed by cron still necessary in 3.8.2? Thanks, Rob -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Strange Mason error
Hello list,
My RT project was stalled for a bit. I went to look how it's been doing...
and it isn't. I haven't touched it in a while, so i'm not sure what to
trace this back to. I fixed it, but i'd like to know what happened.
I'm seeing this in the logs:
---
May 14 09:39:29 data postfix/local[4855]: 0C17C4560A4: to=
r...@rt.phillycarshare.org, relay=local, delay=0.12, delays=0.02/0/0/0.1,
dsn=4.3.0, status=deferred (temporary failure. Command output: RT server
error. The RT server which handled your email did not behave as expected.
It said: mkdir /opt/rt3/var/mason_data/obj/2098779359: Permission denied at
/usr/local/share/perl/5.8.8/HTML/Mason/Compiler/ToObject.pm line 107 )
---
ToObject.pm has this code block where line 107 appears, as marked:
if (defined $file !-f $file) {
my ($dirname) = dirname($file);
if (!-d $dirname) {
unlink($dirname) if (-e _);
LINE 107 - push @newfiles, mkpath($dirname, 0, 0775);
system_error Couldn't create directory $dirname: $!
unless -d $dirname;
}
rmtree($file) if (-d $file);
}
So, ok, it's lost directory permissions somehow. While i wasn't paying
attention to it. How??
How can i figure out what it's trying to write to? Also, i noticed that the
couldn't create! error is NOT appearing in the logs.
mkdir /opt/rt3/var/mason_data/obj/2098779359: Permission denied
in mason_data/ cache and etc are both owned by www-data, but obj is owned by
root and in the root group. I'm assuming it must also be accessible by the
webserver, but how could this have changed? chowning obj/ back to www-data
solved the issue, but i'd like to avoid whatever caused it.
Thanks,
Rob
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Re: [rt-users] Adding stuff to the RT wiki
On Tue, Mar 10, 2009 at 4:00 PM, Tom Lahti t...@bitstatement.net wrote: punctuation in between words. It's called camel casing because it is a style heavily used in the Camel Book, which is O'Reilly's book on perl (which has a picture of a camel on the cover). And as you know, RT and Sometimes, logical deduction fails in the face of idiom... ah well, i suppose i should get that book anyway! -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Adding stuff to the RT wiki
On Tue, Mar 10, 2009 at 3:55 PM, Kenneth Marshall k...@rice.edu wrote: absolutely nothing to me. I have no idea what a CamelCaseNameOfNewPage ... It will create the new page but there can not be non-word characters. For example, I used PostgreSQLFullText for my page on full-text That's camel case - text convention meaning turning a phrase or sentence into one word with no spaces and capitalizing each word. Humps in the middle, hence camel. So if you'd want to make a page about converting legacy data to RT, you might call it ConvertLegacyToRT or something like that. As you can see from some of the update history, my method for adding things to the wiki was to look up the http://wiki.bestpractical.com/view/KwikiFormattingRules listed at the bottom, then made my edits, saved, looked askance at my formatting errors, edited it again, saved it again, lather rinse repeat until it looked right. The only risk i can see is that you show up several times in a row in the edit history, revealing our lack of wik-fu to all. -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Stop emails being sent for certain email addresses
Presently we have several servers which send a notification email to our
RT instance. I just wondered does anyone no of a way that we can prevent
auto-replies and resolved emails going to these email addresses. The reason
Hi Aaron,
I believe this is what you are looking for:
http://wiki.bestpractical.com/view/OnCreateAutoReplyException
You define an array of emails that are never to get a reply
my @exceptionList = ('ro...@automated.sys',
'cyb...@sky.net');
in the condition, and replies still go out to anyone not in that
array. I'd imagine it would be easy to use on actions other than
ticket create, as well.
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Re: [rt-users] *sigh* unable to get Plugins to work
On Mon, Mar 2, 2009 at 1:32 PM, Dhrakar basti...@acsalaska.net wrote: Hello All, I'm having a heck of a time getting a couple of plugins to work with RT 3.8.2. I've got RT up and running, but whenever I try to add the Set(@Plugins,(qw(RT::Authen::ExternAuth))); I get the error: I'm don't know enough about Perl to know if it'll matter, but I noticed you have more parentheses than me. I have: Set(@Plugins, qw(RT::Extension::ExtractCustomFieldValues RT::Authen::ExternalAuth)); no opening ( before the qw. -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Help with permissions?
On Tue, Feb 24, 2009 at 9:08 AM, Stephen Turner stur...@mit.edu wrote: On Tue, 24 Feb 2009 09:06:45 -0500, George Beitis george.bei...@googlemail.com wrote: That means that if a ticket they requested is not owned by them they wouldn't be able to see it right? That would depend on your other permissions - why not give it a try and see what happens? You may also be interested in this thread http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg18209.html which allows perms to be applied before default views are constructed. -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Plugins to Include in Main RT release
On Mon, Feb 23, 2009 at 6:14 AM, Mike Peachey mike.peac...@jennic.com wrote: This is an invalid way to define extensions as each declaration will override the previous. You should use, for example: This is one of the things that tripped me up when i first tried to get ExternalAuth working. I looking around the wiki and didn't see a better place for it, so i've updated http://wiki.bestpractical.com/view/SiteConfig with nearly exactly Mike's words and example, if that's OK with him. -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Still tryin' to merge tix with matching CFs
I have this working in my RT 3.8.2 installation. It isn't a very busy system and I have yet to notice any performance issues. We only get about 50 tickets per day and it has less than 5000 tickets in the system. This has been working. Incoming tickets are scanned for CFs, then merged when the CF i'm looking for matches. Now here's a funny story... I can't create any child, or refers-to, or any other sort of new ticket linked to this one. It has the same CF value, and is being Created, so it gets instantly merged into the original ticket... The only workaround i can think of is to restrict the search and merge to a queue, and create linked tickets outside that queue, but that isn't very satisfying and means explaining to everyone why they can never have two linked tickets in the same queue. Anyone have a better idea? -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Still tryin' to merge tix with matching CFs
On Fri, Feb 20, 2009 at 11:14 AM, Raed El-Hames r...@vialtus.com wrote: What happens if you create the ticket first, then update /modify it adding the CF and link relationship after .. I'm not sure what you mean; this is the chain of events already. The ticket comes in, and ExtractCustomFieldValues scans the body for info that goes into custom fields as it's created. Some tickets will need to spawn other tickets. Since they're related to the same task / info / event, they need to have the same CF data. But since they have the same CF data, the ticket Create event merges it into the parent or referrer or whatever. I guess what i want is tickets that are created via email submission should be merged without user intervention, but manually created tickets should not. Its more clicks for the users but may work for you .. I do not envision success telling the users that, heh. In a way I think there is some contradictions on what you doing, you want all tickets with the same CF to merge , but at the same time you want some not to Yeah, i guess more precisely it's how they're created that's important. Automated systems may spew 2-10 notifications about the same event, and they arrive via email, and they should all be one ticket. A user creating a ticket by hand should be trusted to be creating a new ticket for a reason and not get it automerged. If i can't solve this, i either can't automerge all the automated duplicates, or i can't use links. Neither option is attractive. Clunky last resort at this point seems to be to clear the CF on the form when following the Create link from Links... box, then add them back afterwards. Bleh. -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Reloading RT::User in 3.8.2
I noticed this in ExternalAuth's .08 patchnotes:
* html/Callbacks/ExternalAuth/autohandler/Auth
Modified the log message regarding the RT-3.8.[01] plugin
bug from error level to debug level and modified the text
of the message to be more clear for RT-3.8.2+ users.
and for .08_01:
* html/Callbacks/ExternalAuth/autohandler/Auth
Workaround for RT versions 3.8.0 and 3.8.1 removed.
RT::Authen::ExternalAuth v0.08 will be officially compatible
only with versions 3.8.2 and up.
However... I'm running .08 and RT 3.8.2, and while debugging something
else, i noticed this:
Feb 18 11:29:33 data RT: Reloading RT::User to work around a bug in
RT-3.8.0 and RT-3.8.1 Trace begun at /opt/rt3/bin/../lib/RT.pm line
289 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0xc981ba0)',
'Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1')
called at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth
line 14 HTML::Mason::Commands::__ANON__ at
/usr/local/share/perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xce13e30)')
called at /usr/local/share/perl/5.8.8/HTML/Mason/Request.pm line 1279
eval {...} at /usr/local/share/perl/5.8.8/HTML/Mason/Request.pm line
1274 HTML::Mason::Request::comp(undef, undef) called at
/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm line 180
RT::Interface::Web::Request::callback('RT::Interface::Web::Request=HASH(0x10a2e30)',
'CallbackName', 'Auth') called at /opt/rt3/share/html/autohandler line
256 HTML::Mason::Commands::__ANON__ at /usr/local/share/perl/5.8
I have ExternalAuth working, and i'm definitely using 3.8.2, so i'm
not sure if i managed to accomplish something especially weird here...
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[rt-users] Still tryin' to merge tix with matching CFs
Mr. Evans first posted about this 11/08. In archives, i see no
replies to the thread. I haven't heard anything either, and can't
find anything but Greg's original post on the web. If this is a taboo
subject or something, please let me know, but i'd really like to be
able to do this :).
Thanks,
Rob
-- Forwarded message --
Mornin',
I found a post from a ways back asking how to do this, with a
nonfunctional scrip code. The OP wants to do what i want to do:
What I am trying to do now, is on each ticket submission, Extract
that [Custom] field
and then check to see if there is another ticket that has that same number
in the custom field and if they match, merge the tickets.
My first question is, assuming a reasonably tuned MySQL suitable to
its (fast) hardware: how horrible would this be in an ever-growing DB?
It must search the DB for every last ticket and compare the two CFs,
yes?
The posted code was:
---
my $TicketsObj = RT::Tickets-new($RT::SystemUser);
$TicketsObj-LimitQueue(VALUE = 'AfterHoursSupport');
$TicketsObj-LimitCustomField(CUSTOMFIELD = 'AfterHoursTicketNumber',
OPERATOR = '=', VALUE = $AHTixNum);
if ($TicketsObj-Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj-Next) {
next if $self-TicketObj-Id == $ticket-Id;
$id = $ticket-Id;
last;
}
$id || return 1;
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id . into $id
because of OA number match.);
$self-TicketObj-MergeInto($id);
1;
---
The OP did not specify exactly which chunks went where, but that he'd
tried various combinations of condition and prep.
My first thought was that this was incorrect; the condition is
OnCreate and no code need go in that block. Prep should be the field
search and compare, and cleanup the ticket merge itself, yes?
(the above is the OP's exact code and doesn't reflect my own setup).
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[rt-users] Fwd: Reloading RT::User in 3.8.2
skipped list again, sorry mike
On Wed, Feb 18, 2009 at 11:58 AM, Mike Peachey mike.peac...@jennic.com wrote:
However... I'm running .08 and RT 3.8.2, and while debugging something
else, i noticed this:
Feb 18 11:29:33 data RT: Reloading RT::User to work around a bug in
RT-3.8.0 and RT-3.8.1 Trace begun at /opt/rt3/bin/../lib/RT.pm line
289 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0xc981ba0)',
'Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1')
It doesn't check if you're on 3.8.[01] it just reloads RT::User no
matter what. Just happens it only makes anything different if you're
using 3.8.[01].
Oh, when it mentioned more clear for 3.8.2 users, i was looking for
3.8.2 to be mentioned in the logline, i think. Wrong context. For a
minute i thought i'd somehow managed to be running on a version
earlier than 0.08.
You can safely ignore the message.
Thanks!
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[rt-users] Fwd: Attachments table constantly fragmenting
i am incapable of clicking reply-all today i blame the weather. On Wed, Feb 18, 2009 at 1:37 PM, Tom Lahti t...@bitstatement.net wrote: All good points. I guess what i need to balance against this is: will the fragmentation continue to worsen? Is it inevitable that performance will, at some point, deteriorate? I have another database (not RT) in mysql InnoDB tables that is about 2 years old and has 15 million records. I have never optimized it. Fragmentation worsens mainly when you DELETE and then INSERT; this particular database almost never has DELETE operations, similar to RT. Makes sense. The idea is to keep all this for stats and history anyway, no plans on deleting anything. There's a daily 4 AM backup of the DB, so after that finishes, once a month (barring quicker performance deterioration) seems like a good idea. FYI, the reason i'm asking all these hypotheticals is that the DB is not very large now, but will increase exponentially over the next year. Data will increase, usage will increase, and the rate of increase will increase... i want some best practices in place, however general, before things really ramp up. As i have a window of a few hours a month when no one will be using the DB, i see no contraindications to using it - yah? If I had an installation where I was adding 1,000 tickets a day and almost all with attachments, I would definitely consider it. I don't know what size you're dealing with. Not quite that volume, but getting there, with a strong likelihood of increased growth over the next few years. An attachment-less ticket will be the exception. Thanks for all the info; a noninvasive monthly OPTIMIZE seems like it won't hurt anything, and making a schedule for it now means it'll be in place when it matters later, and i won't have to get users used to the maintenance window :) -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] webmux.pl crashes apache2 start
On Tue, Feb 17, 2009 at 4:19 PM, Krishnamurti L. L. V. Nunes krishnale...@gmail.com wrote: Hello world! Hello! Whenever I have the line: PerlRequire /opt/rt-3.8/bin/webmux.pl in my apache config file, apache crashes with the error: [error] Can't locate object method Config via package RT at /opt/rt-3.8/bin/webmux.pl line 100.\nBEGIN failed--compilation aborted at /opt/rt-3.8/bin/webmux.pl line 102.\nCompilation failed in require at (eval 243) line 1.\n From my original blundering attempts to get RT up and running, webmux.pl is what complains when something is misconfigged or incorrect in basic setup. RT_SiteConfig is read, modules are loaded, etc., and if it chokes on any of this, webmux.pl cannot execute properly; and since you're requiring it for apache to run, apache cannot start. We should probably see your RT_SiteConfig file, for starters. If you have any plugins set, comment them out maybe and see if it starts then? Rob -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Still tryin' to merge tix with matching CFs
On Wed, Feb 18, 2009 at 4:15 PM, Jeremy Burke jbu...@crypticstudios.com wrote: I have this working in my RT 3.8.2 installation. It isn't a very busy system and I have yet to notice any performance issues. We only get about 50 tickets per day and it has less than 5000 tickets in the system. First, you need to setup and use the RT Extension to extract custom fields. http://search.cpan.org/~alexmv/RT-Extension-ExtractCustomFieldValues-1.8/ (There is a newer version 2.0 out which I have not used yet) I'm running 2.0 of ECFV with my 3.8.2 - works perfectly, except i don't know how to tell it to stop looking after first match. Custom action preparation code: 1; Interesting - why this, instead of leaving it blank? my $TicketsObj = RT::Tickets-new($RT::SystemUser); I have no idea what this means. That is, i imply it's gathering itself to cycle through all existing tickets, but i'm not sure what new(system user) has to do with anything. Is this sort of basic info covered in the O'Reilly book? I'm having a hard time finding a comprehensive list of the various $meanings and $parts. My only remaining issue with this function now is that, as mentioned, the last match with ECVF always wins - i am searching the body for my CFs, and multiple matches replace previous. I'm not sure how to constrain a given CF to the first match found, as that's always the one i want, and later mentions are always historical in context (This value is now foo. Value previous to this was blah, etc., and i end up with blah in my CF instead of foo). Thanks Jeremy, this was driving me nuts. I do not understand enough about to role of prep vs cleanup to have known i needed a return in there - was leaving blank. Was also splitting match code and merge code into prep and cleanup respectively. Neither worked... Rob -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Attachments table constantly fragmenting
Hello, I've been using the mysqltuner script to check up on things, tune mem use to our resources, etc. One thing remains consistent: no matter what i have things set to, within a few hours of restart or full stop / start (at most), the Attachments table becomes fragmented. Here's the most recent report, and i realize it's only a few hours since last restart: General Statistics -- [--] Skipped version check for MySQLTuner script [OK] Currently running supported MySQL version 5.0.51a-3ubuntu5.1-log [OK] Operating on 64-bit architecture Storage Engine Statistics --- [--] Status: +Archive -BDB -Federated +InnoDB -ISAM -NDBCluster [--] Data in MyISAM tables: 6M (Tables: 15) [--] Data in InnoDB tables: 453M (Tables: 86) [!!] Total fragmented tables: 1 Performance Metrics - [--] Up for: 3h 9m 37s (29K q [2.583 qps], 157 conn, TX: 56M, RX: 5M) [--] Reads / Writes: 64% / 36% [--] Total buffers: 1.8G global + 2.6M per thread (100 max threads) [OK] Maximum possible memory usage: 2.0G (25% of installed RAM) [OK] Slow queries: 0% (275/29K) [OK] Highest usage of available connections: 14% (14/100) [OK] Key buffer size / total MyISAM indexes: 512.0M/489.4M [!!] Key buffer hit rate: 37.8% (386 cached / 240 reads) [OK] Query cache efficiency: 59.0% (13K cached / 23K selects) [OK] Query cache prunes per day: 0 [OK] Sorts requiring temporary tables: 0% (2 temp sorts / 695 sorts) [!!] Temporary tables created on disk: 38% (366 on disk / 960 total) [OK] Thread cache hit rate: 91% (14 created / 157 connections) [OK] Table cache hit rate: 95% (120 open / 126 opened) [OK] Open file limit used: 3% (67/2K) [OK] Table locks acquired immediately: 100% (17K immediate / 17K locks) [OK] InnoDB data size / buffer pool: 453.2M/512.0M Recommendations - General recommendations: Run OPTIMIZE TABLE to defragment tables for better performance MySQL started within last 24 hours - recommendations may be inaccurate Temporary table size is already large - reduce result set size Reduce your SELECT DISTINCT queries without LIMIT clauses CPU's a quad-core Xeon, there's 8GB of phys RAM, and the disks are 10k SAS in hardware RAID-1. Even when used after the 24hr minimum (or 3 days, or 8 days), three things remain: a fragmented table which always turns out to be attachments; the Key Buffer Hit Rate; and the temp tables on disk stat. I don't fully understand the latter two and haven't figured it out yet by online docs and commentary, but i get the impression it's the nature of our DB structure and queries used. Important note about that - the MySQL server on this box is hosting two DBs. rt3 is one, but an internal DB we use for mumble mumble is also on the box. I'm not sure if that custom-written DB and its UI used across the office by all employees is the reason for the key buffer / temp table alerts; the programmer for that one is working on the two recommendations of reducing result sets (may not be possible) and making sure there are LIMITs on his queries wherever possible. Should I be worried about the constantly-fragmenting Attachments table? Can i get more fine-grained info about it from within MySQL? Thanks, Rob -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Fwd: Retroactive scrip-ing
forgot to cc the list again :P itchy send finger, sorry Gene. On Fri, Feb 13, 2009 at 11:41 AM, Gene LeDuc gle...@mail.sdsu.edu wrote: I think I'd write a perl script to read each ticket and then e-mail it back to RT. Not very elegant and a significant bump in your mail server's workload, but you know that they would all be treated as new tickets. This should be a pretty trivial script to write using the API. Mail server's not working very hard right now, so that shouldn't be a problem. If i follow this right, this will create a new set of tickets with what i want, but the originals will still remain as-is, yes? I suppose i could destroy the originals after i verify it worked. Thanks, i'll take a poke at this. -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Fwd: Retroactive scrip-ing
On Fri, Feb 13, 2009 at 1:48 PM, Drew Barnes barne...@ucrwcu.rwc.uc.edu wrote: use the API to re-run those transactions I have to confess, after some time googling and looking over the wiki, that i cannot figure out how to do that :(. -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Fwd: Retroactive scrip-ing
I speak it well enough to modify things, so far. I wouldn't call myself fluent, but i can more than copy-paste code. I'd love to see it. This system isn't in production yet, so i don't mind potential breakage trying to get something to work. Thanks! On Fri, Feb 13, 2009 at 6:18 PM, Gene LeDuc gle...@mail.sdsu.edu wrote: If you speak perl, I'll be happy to send you a copy of a script we use that would illustrate getting ticket info using the API. If you don't speak perl, then I wouldn't recommend learning it with this script or this project. At 02:17 PM 2/13/2009, Rob Munsch wrote: On Fri, Feb 13, 2009 at 1:48 PM, Drew Barnes barne...@ucrwcu.rwc.uc.edu wrote: use the API to re-run those transactions I have to confess, after some time googling and looking over the wiki, that i cannot figure out how to do that :(. -- /chown -R us:us /yourbase -- Gene LeDuc, GSEC Security Analyst San Diego State University -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Merge tix with matching CFs
Mornin',
I found a post from a ways back asking how to do this, with a
nonfunctional scrip code. The OP wants to do what i want to do:
What I am trying to do now, is on each ticket submission, Extract
that [Custom] field
and then check to see if there is another ticket that has that same number
in the custom field and if they match, merge the tickets.
My first question is, assuming a reasonably tuned MySQL suitable to
its (fast) hardware: how horrible would this be in an ever-growing DB?
It must search the DB for every last ticket and compare the two CFs,
yes?
The posted code was:
---
my $TicketsObj = RT::Tickets-new($RT::SystemUser);
$TicketsObj-LimitQueue(VALUE = 'AfterHoursSupport');
$TicketsObj-LimitCustomField(CUSTOMFIELD = 'AfterHoursTicketNumber',
OPERATOR = '=', VALUE = $AHTixNum);
if ($TicketsObj-Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj-Next) {
next if $self-TicketObj-Id == $ticket-Id;
$id = $ticket-Id;
last;
}
$id || return 1;
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id . into $id
because of OA number match.);
$self-TicketObj-MergeInto($id);
1;
---
The OP did not specify exactly which chunks went where, but that he'd
tried various combinations of condition and prep.
My first thought was that this was incorrect; the condition is
OnCreate and no code need go in that block. Prep should be the field
search and compare, and cleanup the ticket merge itself, yes?
(the above is the OP's exact code and doesn't reflect my own setup).
--
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Re: [rt-users] 10 Newest Unowned tickets i'm allowed to see
On Thu, Feb 5, 2009 at 8:15 AM, Emmanuel Lacour elac...@easter-eggs.com wrote: Depending on your RT version, you can try the following option: Set($UseSQLForACLChecks, 1); but read comment on it in RT_Config.pm before enabling it. Go not to the docs for counsel, for they will say both no and yes. In some cases it result in performance improvements, but some setups can not handle it. Is this hardware- or memory-dependent? What are the variables in whether it improves or degrades...? At any rate, trying it now, as this sys isn't in production yet. Thanks for the pointer, i saw that option but i didn't understand what it meant at the time. -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Security risk! Passwords can be compromised!
On Thu, Feb 5, 2009 at 3:47 PM, Jesse Vincent je...@bestpractical.com wrote: On Tue 3.Feb'09 at 22:37:59 -0500, Isaac Vetter wrote: The docs for 'LogStackTrace' have been updated as follows. How do folks feel about the new notice? If set then logging will include stack traces for messages with level equal or greater than specified. NOTICE: Stack traces include parameters that functions or methods were called with. It is possible for stack trace logging to reveal sensitive information such as passwords and ticket content in your logs. Jesse, Since you're asking (and towards the goal of something useful coming from this thread). :) I would say that, in this case, you shouldn't end a sentence with a preposition. How about: Stack traces include the parameters of called functions. or Stack traces include the parameters used within methods and functions. or ... I've just checked in this: NOTICE: Stack traces include parameters supplied to functions or methods. It is possible for stack trace logging to reveal sensitive information such as passwords or ticket content in your logs. That sounds perfect. Once i was done testing ExternalAuth, i turned off stack traces then manually blew away those sections of the logs that contained the passwords anyway, just to keep in paranoia practice. -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] FW: Quick Ticket Creation widget - how to remove it?
On Thu, Feb 5, 2009 at 3:54 PM, Kenneth Crocker kfcroc...@lbl.gov wrote: Jim, I'mnot sure, but I think you have to remove that particular entry from the ATTRIBUTES Table for each user that has selected the feature on their home page (3.6+). Also, you need to remove it from the RT_SiteConfig.pm file. I removed it from mine - Set($HomepageComponents, [qw(Quicksearch MySupportQueues MyReminders RefreshHomepage)]);. Hope this helps. Kenn LBNL On 2/4/2009 6:53 AM, Jim Tambling wrote: That only removes it from the layout of the user that's logged in. I want to remove it from everyone's layout. Jim -Original Message- From: Jeff Voskamp [mailto:javos...@uwaterloo.ca] Sent: 04 February 2009 14:49 To: Jim Tambling Subject: Re: [rt-users] Quick Ticket Creation widget - how to remove it? Jim Tambling wrote: As per the subject, fairly new to RT but I have looked everywhere and can't find a simple way to do it. Regards Configuration-Global-RT at a Glance and pull it from the layout. Jeff When logged in as root, Global - RT at a glance - which describes itself as altering the default view - lets me remove QuickCreate. Logging out as root and back in as a normal (privileged, in a group) user no longer has the QuickCreate widget in my At A Glance, indicating that it does indeed modify the default view for all users. The user as far as i can tell does not have permissions to add it back. This is in 3.8.2, if that matters. -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] 10 Newest Unowned tickets i'm allowed to see
Hello list, After some initial confusion, i realized that a user's 10 latest block gets the 10 latest tickets, and THEN filters it for what queues that user is allowed to see - sometimes resulting in 4 tickets, or 1 ticket, or no tickets at all! I'm not sure how, or if i can, change this behaviour. I'd like the 10 most recent to show 10 tickets at all times - for permissions-filtering to occur before the 10 most recent are counted. Any ideas? -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Module not loading (ExternalAuth)
Hello list, After upgrading to 3.8.2 and RT::Authen::ExternalAuth 0.08, it seems the module doesn't load. Debug level logging shows autohandler processing logins, not the plugin. When logged into RT as the root user and checking the Sys Config, i see: Regexp::Common::delimited v2.106; RT v3.8.2; RT::Extension::ExtractCustomFieldValues v2.0; RT::Interface::Email v2; RT::Interface::Web::Request v0.30; Scalar::Util v1.19; In there is where i'd expect to see ExternalAuth. My entire rt3/ dir is chown'd to my apache user, and readable to it. The first line in my SiteConfig.pm is Set( @Plugins, qw(RT::Authen::ExternalAuth) ); and the rest of the config seems to be honored (the next line is the Set for ECFV, frex, and that's working well). Not sure where to being poking this for answers. Thanks, Rob -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Fwd: Module not loading (ExternalAuth)
(sent this direct to Kevin, oops. Here's for the archives and my fellow Perl novices:) The first line in my SiteConfig.pm is Set( @Plugins, qw(RT::Authen::ExternalAuth) ); and the rest of the config seems to be honored (the next line is the Set for ECFV, frex, and that's working well). This makes me think you have two Set(@Plugins, ...) lines, with the second clobbering the first You probably want Set(@Plugins, qw(RT::Authen::ExternalAuth RT::Extension::ExtractCustomFieldValues)) What is the sound of one forehead slapping? Too new at Perl to realize the last one gets honored. Thought you needed a separate Set() for each one. Thanks! Corrected as described, all sys are now go. -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Optimize system specifically for RT
While by no means an expert, i noticed some stuff: In more detail, Gateway E4100 desktop with Pentium4/2.8GHz w/Hyperthreading enabled, 4x256MB Performance Metrics - [!!] Maximum possible memory usage: 1.2G (120% of installed RAM) You have a gig of ram on the box, and the !! here is telling you your current vars allow MySQL to grab 1.2 GB. Unless / until you increase the box's ram, you need to lower the various buffers significantly, as there's still system/OS mem to consider. Reduce your overall MySQL memory footprint for system stability That's what it's sayin' here. When making adjustments, make tmp_table_size/max_heap_table_size equal This just means what it says: if you tweak one to X, make sure the other is also exactly X. *** MySQL's maximum memory usage is dangerously high *** *** Add RAM before increasing MySQL buffer variables *** Again talking about your lack of RAM, and saying Don't do what we recommend below until you add some! tmp_table_size ( 32M) max_heap_table_size ( 16M) In this section, it means adjust these variables HIGHER, greater than their current values, which are 32 and 16M respectively. However, as per previous 2 warnings: 1) you can't adjust anything higher right now, until you lower the other buffer values, since you're asking for more total RAM than you physically have; and 2) when you adjust these, make sure they're the same size. So, assuming you had more RAM, you'd want to kick tmp_table_size up above 32M; and when you do, make sure max_heap_table_size is adjusted to the same number. Checking MySQL for mysql show variables like 'tmp_table_size'; | tmp_table_size | 33554432 | mysql show variables like 'max_heap_table_size'; | max_heap_table_size | 16777216 | The recommendations show you this: they say make it greater than the current amount. I can't add RAM the box is full. I figure 4x256MB of slow RAM is better than 2x256MB of DDR400 (1GB slow is better than 512MB of faster RAM.) if you have 4 slots, and they have quarter-gig sticks in them, why wouldn't you be able to chuck them and get new sticks? Even if you just replaced them with half-gig sticks - dirt cheap - you'd double your RAM. better yet, get gig sticks. I'm not sure if it's telling me to set tmp_table_size and max_heap_table_size both to less than 16M. Since it says they should be the same, and the heap is being flagged as being 16M, I was thinking of setting them both to 12M. It's saying to make them both greater than 32M. The recommendation for the larger is make it greater than the current value of 32M, and keep them both the same, with the caveat but not until you do something about your total RAM usage. The /etc/my.cnf is mostly, along w/stuff about password and whatnot that I don't think matter for this particular thread. Mostly pulled from my-large.cnf example, disabling federated and bdb, and enabling innodb by uncommenting the lines. key_buffer = 256M myisam_sort_buffer_size = 64M query_cache_size= 16M This is your only current option to reduce usage right now, and i don't know how much room you have not knowing your DB's habits. Try gently lowering these if more physical RAM is impossible for whatever reason, and restarting MySQL. # You can set .._buffer_pool_size up to 50 - 80 % # of RAM but beware of setting memory usage too high innodb_buffer_pool_size = 256M innodb_additional_mem_pool_size = 20M # Set .._log_file_size to 25 % of buffer pool size innodb_log_file_size = 64M Same 'ere. I'm not sure if perceived slowness is due to webserver or MySQL or something else. And partly, it's just It's possible that MySQL is getting into fistfights with your system for RAM right now, due to all of the above. Hope this all helps in some way. -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CanonicalizeUserInfo in Email.pm - Name in use
On Thu, Jan 29, 2009 at 12:39 PM, Mike Peachey mike.peac...@jennic.com wrote: I will be working on functionality for EA 0.09 whereby it will lookup a user on reception of e-mail, determine if an account already exists with one of the available e-mail addresses in their LDAP service and if so log them in with that address, but it is not currently possible in 0.08. In the meantime, what's the recommended method for dealing with users you want to auth via LDAP if they've already submitted tickets via email, and exist in RT because of that? -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] ExtractCustomFieldValues issues
Hello,
I've been looking at past discussions about this plugin, and it looks
like this should have been addressed, so maybe it's my regex. But it
seems like a pretty simple one, so...
I saw some patches for ECFV being modified to iterate thru all
attachments. Is this in the current version on CPAN? If a plaintext
email is sent to RT, the values are extracted. If an HTML attachment
is sent, the plaintext version seems to be first in the ticket, but
doesn't seem to be checked. If i modify the regex to grab values
based on the HTML attachment, i get errors. Logs show
Jan 28 13:05:51 data RT: Committing scrip #21 on txn #55790 of ticket #10730
Jan 28 13:05:51 data RT: Use of uninitialized value in pattern match
(m//) at
/opt/rt3/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Action/ExtractCustomFieldValues.pm
line 44.
(/opt/rt3/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Action/ExtractCustomFieldValues.pm:44)
Jan 28 13:05:51 data RT: load cf Field1
Jan 28 13:05:51 data RT: load cf done: 4
Jan 28 13:05:51 data RT: look for match in Body
Line 44 is the first line in the stanza:
if ( $Options =~ /\*/ ) {
ProcessWildCard(
Field = $InspectField,
Match = $MatchString,
PostEdit= $PostEdit,
Attachment = $FirstAttachment,
Queue = $Queue,
Ticket = $Ticket,
Transaction = $Transaction,
Options = $Options,
);
next;
}
Info comes in the format
Triggertext:123456
with no spaces, and i want that 6 digit number. The HTML attachment
makes it look like
Triggertext:/tdtd123456
and i've tested my regex and the template, which is simply
Customfield|body|Triggertext:\/tdtd([0-9]{6})
That regex tests on the email body correctly when i use various
testing tools (web based, The Regex Coach, i've tried a bunch...). I
tried escaping all the brackets as well, no luck. Just in case i was
grabbing more than the digits, i made the custom field a text field,
not a value. Nothing. I'm out of ideas.
Making the info i need into headers isn't an option: i have no control
over the emails i'm trying to parse. Any help is appreciated.
Rob
--
/chown -R us:us /yourbase
___
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Re: [rt-users] ExtractCustomFieldValues issues
I neglected to mention that in addition to trying to match against the
HTML attachment, i originally was trying just a simple plaintext
match, which didn't work either:
Customfield|body|Triggertext:([0-9]{6})
Seems like the Uninitialized complaint is just a warning, OK. I'm
still confused about the CFs that won't parse: logs are acting like no
match is found, but everything i test the regex with on the email body
gets the number i want.
On Wed, Jan 28, 2009 at 1:27 PM, Rob Munsch rob.mun...@gmail.com wrote:
Hello,
I've been looking at past discussions about this plugin, and it looks
like this should have been addressed, so maybe it's my regex. But it
seems like a pretty simple one, so...
I saw some patches for ECFV being modified to iterate thru all
attachments. Is this in the current version on CPAN? If a plaintext
email is sent to RT, the values are extracted. If an HTML attachment
is sent, the plaintext version seems to be first in the ticket, but
doesn't seem to be checked. If i modify the regex to grab values
based on the HTML attachment, i get errors. Logs show
Jan 28 13:05:51 data RT: Committing scrip #21 on txn #55790 of ticket #10730
Jan 28 13:05:51 data RT: Use of uninitialized value in pattern match
(m//) at
/opt/rt3/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Action/ExtractCustomFieldValues.pm
line 44.
(/opt/rt3/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Action/ExtractCustomFieldValues.pm:44)
Jan 28 13:05:51 data RT: load cf Field1
Jan 28 13:05:51 data RT: load cf done: 4
Jan 28 13:05:51 data RT: look for match in Body
Line 44 is the first line in the stanza:
if ( $Options =~ /\*/ ) {
ProcessWildCard(
Field = $InspectField,
Match = $MatchString,
PostEdit= $PostEdit,
Attachment = $FirstAttachment,
Queue = $Queue,
Ticket = $Ticket,
Transaction = $Transaction,
Options = $Options,
);
next;
}
Info comes in the format
Triggertext:123456
with no spaces, and i want that 6 digit number. The HTML attachment
makes it look like
Triggertext:/tdtd123456
and i've tested my regex and the template, which is simply
Customfield|body|Triggertext:\/tdtd([0-9]{6})
That regex tests on the email body correctly when i use various
testing tools (web based, The Regex Coach, i've tried a bunch...). I
tried escaping all the brackets as well, no luck. Just in case i was
grabbing more than the digits, i made the custom field a text field,
not a value. Nothing. I'm out of ideas.
Making the info i need into headers isn't an option: i have no control
over the emails i'm trying to parse. Any help is appreciated.
Rob
--
/chown -R us:us /yourbase
--
/chown -R us:us /yourbase
___
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Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] ExtractCustomFieldValues issues
(i think i sent this to nowhere earlier today - apologies if i didn't).
Hello,
I've been looking at past discussions about this plugin, and it looks
like this should have been addressed, so maybe it's my regex. But it
seems like a pretty simple one, so...
I saw some patches for ECFV being modified to iterate thru all
attachments. Is this in the current version on CPAN? If a plaintext
email is sent to RT, the values are extracted. If an HTML attachment
is sent, the plaintext version seems to be first in the ticket, but
doesn't seem to be checked. If i modify the regex to grab values
based on the HTML attachment, i get nothing. Logs show:
Jan 28 13:05:51 data RT: Committing scrip #21 on txn #55790 of ticket #10730
Jan 28 13:05:51 data RT: Use of uninitialized value in pattern match
(m//) at
/opt/rt3/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Action/ExtractCustomFieldValues.pm
line 44.
(/opt/rt3/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Action/ExtractCustomFieldValues.pm:44)
Jan 28 13:05:51 data RT: load cf Field1
Jan 28 13:05:51 data RT: load cf done: 4
Jan 28 13:05:51 data RT: look for match in Body
No hits when the message comes in as HTML. When the message is sent
as plaintext, though, values are found. (And as i understand it,
that's just a warning on the second line, yeah?)
Info comes in the format
Triggertext:123456
with no spaces, and i want that 6 digit number. The HTML attachment
makes it look like
Triggertext:/tdtd123456
and i've tested my regex and the template, which is simply
Customfield|body|Triggertext:\/tdtd([0-9]{6})
That regex tests on the email body correctly when i use various
testing tools (web based, The Regex Coach, i've tried a bunch...). I
tried escaping all the brackets as well, no luck. Just in case i was
grabbing more than the digits, i made the custom field a text field,
not a value. Nothing.
I also tried just a plain old
Triggertext:([0-9]{6})
trying to hit against the plaintext attachment part of the HTML mails,
but no dice.
Making the info i need into headers isn't an option, nor is sending
all plaintext instead of the HTML: i have no control
over the emails i'm trying to parse. Any help is appreciated.
Rob
--
/chown -R us:us /yourbase
___
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Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] CF applies to not doing what i think it means?
Hello, I've created a tickets CF for a value, and under Applies To have checked the queue i want it to be in. The other queues i do not want it to appear in are unchecked. However, the CF still appears on every ticket in every queue. Custom fields for Queues, not Tickets, doesn't seem to be what i'm looking for either. Also, http://wiki.bestpractical.com/view/ManualAdministrationseems to have some unnecessary steps or perhaps it's just outdated: it talks about going to Queues and selecting the one you want, then going to Custom Fields in the left-hand navigation bar. However, in 3.8.1 at least, there is no subheading of CFs in Queues, just the top-level CF option: and results are the same whether i am looking at a queue's config first or not. Most importantly, assuming i get this straightned out and the CFs are in the tickets in queues where i want them and nowhere else: i'm going to want to parse email subjects and bodies for text to grab and stuff into the CFs. I'm having trouble finding a good starting place for this, however. I see some perl examples for searching for strings i want, but not the and now take what you found and put it in Custom Field Blah. If all the CFs have to be filled in manually, this won't work for us - there's rather a lot of automated info coming in, and i need to scarf it down as the ticket is created. Thanks! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CF applies to not doing what i think it means?
Aha, i see. I thought that would make it unavailable completely; i see now it's independent of the queue's applies-to settings. Thanks! If anyone else has come across a good cram text from Subject and Body into CFs resource, i'd love to hear it. If not and i improve my perl enough to get it right, i'll post. On Fri, Dec 26, 2008 at 4:45 PM, Ruslan Zakirov ruslan.zaki...@gmail.comwrote: Goto Global- Custom Fields - Tickets - and uncheck the CF. On Fri, Dec 26, 2008 at 11:48 PM, Rob Munsch rob.mun...@gmail.com wrote: Hello, I've created a tickets CF for a value, and under Applies To have checked the queue i want it to be in. The other queues i do not want it to appear in are unchecked. However, the CF still appears on every ticket in every queue. Custom fields for Queues, not Tickets, doesn't seem to be what i'm looking for either. Also, http://wiki.bestpractical.com/view/ManualAdministration seems to have some unnecessary steps or perhaps it's just outdated: it talks about going to Queues and selecting the one you want, then going to Custom Fields in the left-hand navigation bar. However, in 3.8.1 at least, there is no subheading of CFs in Queues, just the top-level CF option: and results are the same whether i am looking at a queue's config first or not. Most importantly, assuming i get this straightned out and the CFs are in the tickets in queues where i want them and nowhere else: i'm going to want to parse email subjects and bodies for text to grab and stuff into the CFs. I'm having trouble finding a good starting place for this, however. I see some perl examples for searching for strings i want, but not the and now take what you found and put it in Custom Field Blah. If all the CFs have to be filled in manually, this won't work for us - there's rather a lot of automated info coming in, and i need to scarf it down as the ticket is created. Thanks! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CF applies to not doing what i think it means?
On Ubuntu, should i ignore CPAN and get the debian makefile it mentions? The install didn't throw any errors, but i do not see the action even after adding the plugin's line to SiteConfig and stopping/starting Apache. On Fri, Dec 26, 2008 at 5:14 PM, Todd Chapman t...@chaka.net wrote: http://wiki.bestpractical.com/view/ExtractCustomFieldValues On Fri, Dec 26, 2008 at 5:01 PM, Rob Munsch rob.mun...@gmail.com wrote: Aha, i see. I thought that would make it unavailable completely; i see now it's independent of the queue's applies-to settings. Thanks! If anyone else has come across a good cram text from Subject and Body into CFs resource, i'd love to hear it. If not and i improve my perl enough to get it right, i'll post. On Fri, Dec 26, 2008 at 4:45 PM, Ruslan Zakirov ruslan.zaki...@gmail.com wrote: Goto Global- Custom Fields - Tickets - and uncheck the CF. On Fri, Dec 26, 2008 at 11:48 PM, Rob Munsch rob.mun...@gmail.com wrote: Hello, I've created a tickets CF for a value, and under Applies To have checked the queue i want it to be in. The other queues i do not want it to appear in are unchecked. However, the CF still appears on every ticket in every queue. Custom fields for Queues, not Tickets, doesn't seem to be what i'm looking for either. Also, http://wiki.bestpractical.com/view/ManualAdministration seems to have some unnecessary steps or perhaps it's just outdated: it talks about going to Queues and selecting the one you want, then going to Custom Fields in the left-hand navigation bar. However, in 3.8.1 at least, there is no subheading of CFs in Queues, just the top-level CF option: and results are the same whether i am looking at a queue's config first or not. Most importantly, assuming i get this straightned out and the CFs are in the tickets in queues where i want them and nowhere else: i'm going to want to parse email subjects and bodies for text to grab and stuff into the CFs. I'm having trouble finding a good starting place for this, however. I see some perl examples for searching for strings i want, but not the and now take what you found and put it in Custom Field Blah. If all the CFs have to be filled in manually, this won't work for us - there's rather a lot of automated info coming in, and i need to scarf it down as the ticket is created. Thanks! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CF applies to not doing what i think it means?
never mind, found it! For the archives: When installing via CPAN, there's an important step you need to run manually. Go to the .cpan/build dir for ExtractCustomFieldValues and run # make initdb You (should) be prompted for your rt_user's DB password. It will then update your DB so Extract Custom Field Values is now a selectable scrip action. On Fri, Dec 26, 2008 at 6:04 PM, Rob Munsch rob.mun...@gmail.com wrote: On Ubuntu, should i ignore CPAN and get the debian makefile it mentions? The install didn't throw any errors, but i do not see the action even after adding the plugin's line to SiteConfig and stopping/starting Apache. On Fri, Dec 26, 2008 at 5:14 PM, Todd Chapman t...@chaka.net wrote: http://wiki.bestpractical.com/view/ExtractCustomFieldValues On Fri, Dec 26, 2008 at 5:01 PM, Rob Munsch rob.mun...@gmail.com wrote: Aha, i see. I thought that would make it unavailable completely; i see now it's independent of the queue's applies-to settings. Thanks! If anyone else has come across a good cram text from Subject and Body into CFs resource, i'd love to hear it. If not and i improve my perl enough to get it right, i'll post. On Fri, Dec 26, 2008 at 4:45 PM, Ruslan Zakirov ruslan.zaki...@gmail.com wrote: Goto Global- Custom Fields - Tickets - and uncheck the CF. On Fri, Dec 26, 2008 at 11:48 PM, Rob Munsch rob.mun...@gmail.com wrote: Hello, I've created a tickets CF for a value, and under Applies To have checked the queue i want it to be in. The other queues i do not want it to appear in are unchecked. However, the CF still appears on every ticket in every queue. Custom fields for Queues, not Tickets, doesn't seem to be what i'm looking for either. Also, http://wiki.bestpractical.com/view/ManualAdministration seems to have some unnecessary steps or perhaps it's just outdated: it talks about going to Queues and selecting the one you want, then going to Custom Fields in the left-hand navigation bar. However, in 3.8.1 at least, there is no subheading of CFs in Queues, just the top-level CF option: and results are the same whether i am looking at a queue's config first or not. Most importantly, assuming i get this straightned out and the CFs are in the tickets in queues where i want them and nowhere else: i'm going to want to parse email subjects and bodies for text to grab and stuff into the CFs. I'm having trouble finding a good starting place for this, however. I see some perl examples for searching for strings i want, but not the and now take what you found and put it in Custom Field Blah. If all the CFs have to be filled in manually, this won't work for us - there's rather a lot of automated info coming in, and i need to scarf it down as the ticket is created. Thanks! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
