Re: [rt-users] trying to calculate time worked per transaction / ticket using SQL
Why don’t use you want to use REST? You’re shooting yourself in the foot; when you upgrade RT, your queries will no longer work and will have to be updated. If you use the REST interface, you can upgrade with impunity and not have to worry about your queries not working anymore. — Tom On Dec 1, 2013, at 11:18 PM, Chris Herrmann chrisherrma...@gmail.commailto:chrisherrma...@gmail.com wrote: Hi all, Just bumping this one - does anyone have any suggestions? Am I approaching this the wrong way? Using MySQL btw if that makes a difference. Thanks, Chris -- Forwarded message -- From: Chris Herrmann chrisherrma...@gmail.commailto:chrisherrma...@gmail.com Date: 24 November 2013 22:11 Subject: trying to calculate time worked per transaction / ticket using SQL To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Hi all, I'm trying to put together a SQL query to present a view, that allows summaries of data to be performed in reporting tools. I have a feeling that this question has been asked before and answered, but my google-fu is failing me, so apologies in advance... I've only found questions about using RT-REST, for example (which I don't want to do). I'm using RT 3.8.7 (yes I know it's old and it's in the pipeline to upgrade but we have a bunch of other systems that are integrated with RT and so it's not a simple just upgrade RT project for us. Anyway, what I want to end up with is the following fields: Tickets.EffectiveID Queues.Name Tickets.Owner Transactions.Creator Transactions.TimeTaken Transactions.Created Tickets.Status Tickets.Started Tickets.Resolved Tickets.Created Transactions.Type So i can easily point various reports at it and work from there. the sql I'm using is... SELECT Tickets.EffectiveId AS TicketID, Queues.`Name` AS Queue, Tickets.`Owner` AS OwnerID, Transactions.Creator AS TransactionCreatorID, Transactions.TimeTaken AS TimeTaken, Transactions.Created AS TransactionCreated, Tickets.`Status` AS TicketStatus, Tickets.Started AS TicketStarted, Tickets.Resolved AS TicketResolved, Tickets.Created AS TicketCreated, Transactions.Type AS TransactionType FROM Tickets JOIN Transactions ON ((Transactions.ObjectId = Tickets.id))) JOIN Queues ON ((Queues.id = Tickets.Queue) but I'm not getting the results I expect... or even something far simpler like: SELECT Transactions.Creator, sum(Transactions.TimeTaken/60) AS TimeInHours, Month(Transactions.Created) AS TransactionMonth, Year(Transactions.Created) AS TransactionYear FROM Tickets JOIN Transactions ON Transactions.ObjectId = Tickets.id where Transactions.Created 2013-10-01 group by Creator, Month(Transactions.Created), Year(Transactions.Created) just to try and compare the numbers... that I'm seeing with timeworked.pl... Now my problem is that the numbers I'm getting don't match those returned by REST - for example using the timeworked.plhttp://timeworked.pl/ script.. Is there a definitive SQL somewhere that I should use to return these?... and any pointers on what transaction types I should be avoiding or how to avoid double counting merged transactions I would be very grateful... Thankyou! Chris This e-mail message is confidential and is intended solely for the use of the addressee(s) named above. If you are not the intended recipient, or the person responsible to deliver it to the recipient, you are hereby advised that any dissemination, distribution or copying of this communication is prohibited. If you have received this e-mail in error, please notify the sender by return e-mail. Thank you.
Re: [rt-users] automatically linking tickets together
Custom code; this is one of the reasons the REST interface exists. With it you can do anything. Have the mail transport deliver the email to a script that parses the mail and executes some REST calls, either directly or through a library. See the bottom of the page http://requesttracker.wikia.com/wiki/REST for a list of libraries you can use. Piet, On 14/11/13 10:10, Piet Honkoop wrote: central RT4 ticketing system with a number of customers with own (other) trouble ticket systems. Many of those misbehave by sending too many mails where they molest the subject in order to insert their own ticket id. What I want to do is based on their ticket id link those emails to the initially created ticket within RT. What is the best way to do that given that the incoming mail does not necessarily have an RT ticket number in the subject? We have a similar problem. In our case the ticket number is usually in the body of the e-mail, so perhaps picking that up is the way to go. I've no idea how to implement that though! Regards, Tony. This e-mail message is confidential and is intended solely for the use of the addressee(s) named above. If you are not the intended recipient, or the person responsible to deliver it to the recipient, you are hereby advised that any dissemination, distribution or copying of this communication is prohibited. If you have received this e-mail in error, please notify the sender by return e-mail. Thank you.
[rt-users] Upgraded 3.8.8 - 4.2.0, IE issues
I just upgraded from 3.8.8 to 4.2.0, and we're having some difficulty with Internet Explorer. It seems it is unable to submit forms except for the Jumbo form. There's no errors, it just redisplays the page. This is manifesting in a number of forms including the actions comment and reply, when trying to save user preferences, when clicking Add these terms and Search in the search builder, and so forth. The only thing that works for commenting and replying is to use the Jumbo form, which is far from ideal. I've tried a number of things like turning off the CKeditor, disabling extensions, changing Internet Explorer options and settings, and I haven't come across the magic yet. Has anyone else experienced this and knows what the issue is? Googling has not been fortuitous, either. -- Tom Lahti t...@dmsolutions.com This e-mail message is confidential and is intended solely for the use of the addressee(s) named above. If you are not the intended recipient, or the person responsible to deliver it to the recipient, you are hereby advised that any dissemination, distribution or copying of this communication is prohibited. If you have received this e-mail in error, please notify the sender by return e-mail. Thank you.
Re: [rt-users] Upgraded 3.8.8 - 4.2.0, IE issues
On 10/29/2013 1:58 PM, Tyler Sweet wrote:
I was sent a patch for this at one point, and was told the fix is coming in
4.2.1.
IIRC, the problem is in /opt/rt4/share/static/js/forms.js (or where ever you
have RT installed at). I can't remember which line needs to change, but
here's what mine looks like:
jQuery(function() {
jQuery('form').submit(function() {
jQuery(this).find('input[type=submit]').attr('disabled','disabled');
return true;
})
jQuery('input[type=submit]').click(function() {
var $this = jQuery(this);
var name = $this.attr('name');
if (!name) { return true; }
$this.after( jQuery('input/', {type: hidden, name: name, value:
$this.val()} ) );
return true;
})
});
-Tyler Sweet
Yes, that does indeed fix the issue for us. For the record, its just
changing $this.append to $this.after.
--
Tom
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Re: [rt-users] rt-client ruby gem update
Wow did I mess up. Robert Vinson's fork did not have all the methods reproduced, and I didn't notice. 0.6.0 is almost unusable as a result, if you used anything beyond the couple of methods implemented there. I've re-introduced all the missing methods back into 0.6.1 and pushed it. Please let me know if there's any issues. -- Tom Lahti On Jul 4, 2013, at 5:09 PM, Tom Lahti tla...@dmsolutions.com wrote: I have shamelessly and unapologetically stolen Robert Vinson's excellent work on his fork, for the most part. I did refactor slightly to maintain compatibility with the previous API, but otherwise it's identical and pushed as rt-client 0.6.0. It is working for me on ruby 1.9.3p374 on Windows and ruby 1.8.3p327 on Linux, which is what I need for right now.
[rt-users] rt-client ruby gem update
I have shamelessly and unapologetically stolen Robert Vinson's excellent work on his fork, for the most part. I did refactor slightly to maintain compatibility with the previous API, but otherwise it's identical and pushed as rt-client 0.6.0. It is working for me on ruby 1.9.3p374 on Windows and ruby 1.8.3p327 on Linux, which is what I need for right now. The prerequisites for the gem have been whittled down to a single other gem, rest_client. So as long as that works on ruby 2.0, I see no reason why rt-client 0.6.0 won't either. If anyone has issues with rt-client 0.6.0 on any version of ruby or any platform, please let me know directly at t...@dmsolutions.com. Unfortunately I don't have time to read rt-users as frequently as I'd like. -- Tom This e-mail message is confidential and is intended solely for the use of the addressee(s) named above. If you are not the intended recipient, or the person responsible to deliver it to the recipient, you are hereby advised that any dissemination, distribution or copying of this communication is prohibited. If you have received this e-mail in error, please notify the sender by return e-mail. Thank you.
[rt-users] rt-client ruby gem 0.4.0
I just pushed version 0.4.0 as a bug fix for 0.3.9 * fixed usersearch method to actually work ^^ * documented usersearch method and added it to the rtxmlsrv.rb XML-RPC service -- Tom Lahti, SCMDBA, LPIC-1, CLA BIT LLC 425-251-0833 x 117 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] rt-client ruby gem 0.3.9 released
I have just pushed rt-client 0.3.9 to rubygems.org. Changes: * applied patch from Brian McArdle to deal with spaces in Custom Field names. * works properly with RT having more than one digit in version strings (e.g. RT 3.8.10) * new method usersearch, supply a hash with key :EMailAddress to lookup an RT user by email. Get back a hash with keys corresponding to fields on user edit page in RT. -- Tom Lahti, SCMDBA, LPIC-1, CLA BIT LLC 425-251-0833 x 117 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] rt-client ruby gem
It was in something I read somewhere regarding the REST interface. Maybe it was in the wiki and someone else wrote it. -- Tom Lahti, SCMDBA, LPIC-1, CLA BIT LLC 425-251-0833 x 117 I've filed a bug report. http://issues.bestpractical.com/Ticket/Display.html?id=16418 This is probably the 3rd time its come up. I've discussed it with Jesse on the RT user's list and he recommended filing a bug report the last time it came up. The problem isn't really with rt-client, its with RT. This non-compliance with RFC 822 when that was intended will cause not only rt-client to fail, but other similar libraries as well that use a 3rd party RFC 822 parser. Having a space in the field name of an RFC 822 header is not compliant with the RFC. I don't think we've ever claimed to be RFC 822 compliant. Have we? smime.p7s Description: S/MIME cryptographic signature
Re: [rt-users] rt-client ruby gem
Surely you remember this thread as well? http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg28493.html -- Tom Lahti, SCMDBA, LPIC-1, CLA BIT LLC 425-251-0833 x 117 On Jan 10, 2011, at 4:27 PM, Tom Lahti wrote: It was in something I read somewhere regarding the REST interface. Maybe it was in the wiki and someone else wrote it. -- Tom Lahti, SCMDBA, LPIC-1, CLA BIT LLC 425-251-0833 x 117 I've filed a bug report. http://issues.bestpractical.com/Ticket/Display.html?id=16418 This is probably the 3rd time its come up. I've discussed it with Jesse on the RT user's list and he recommended filing a bug report the last time it came up. The problem isn't really with rt-client, its with RT. This non-compliance with RFC 822 when that was intended will cause not only rt-client to fail, but other similar libraries as well that use a 3rd party RFC 822 parser. Having a space in the field name of an RFC 822 header is not compliant with the RFC. I don't think we've ever claimed to be RFC 822 compliant. Have we? smime.p7s Description: S/MIME cryptographic signature
Re: [rt-users] rt-client ruby gem
Ah, I know where I got the idea. RT::Client::REST on CPAN uses Mail::RFC822::Address from CPAN, I believe. The evilness of spaces in field-names is far less than the one back in October, with null lines preceeding and after a header in the metadata, which is how the body is supposed to be separated from the metadata. Not sure how that one happens, but it makes parsing rather difficult. -- Tom Lahti, SCMDBA, LPIC-1, CLA BIT LLC 425-251-0833 x 117 On Jan 10, 2011, at 4:34 PM, Tom Lahti wrote: Surely you remember this thread as well? http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg28493.html smime.p7s Description: S/MIME cryptographic signature
Re: [rt-users] 3.8.7 Spreadsheet is broken
Using OO 3.2 (*) Separated by [x] Tab [ ] Comma [ ] Semicolon [ ] Space = broken :( I'll ask the original problem finder what app she was using. Does the data contain embedded tabs? If so, tab-delimited ain't gonna work. Is she sure she did TAB separated? Doing comma or space separated would jumble the data for sure. Also look out for column widths. The spreadsheet can -look- like the data is jumbled when in fact it isn't if the column widths aren't uniform, which in some programs they often aren't immediately upon an import like that. They -look- jumbled to me in OO as well, but then I go through and adjust column widths and its peachy. -- Tom Lahti, SCMDBA, LPIC-1, CLA BIT LLC 425-251-0833 x 117
Re: [rt-users] REST interface and long file names?
Jesse's intent for the REST interface was to be RFC822 compliant, and that ain't. So I while I could probably make rt-client tolerate it, I probably should push this to Jesse as REST isn't working the way he intended in this case. It will probably cause issues with other systems that interface with RT's REST API as well. -- Tom Lahti, SCMDBA, LPIC-1, CLA BIT LLC 425-251-0833 x 117 On Oct 28, 2010, at 3:47 PM, Thierry Thelliez wrote: I found a strange answer from RT while calling the REST interface. You can see below that extra lines are added before and after the Subject line. This does not work well with rt-client (ruby library) while parsing the answer. There should not be these extra lines. Is that because we have a long filename? Or a comma in the title? ' RT/3.8.7 200 Ok id: 1302 Subject: _xx__xx_xxx_x_ xxx xx xxx xx xx., xxx..xls Creator: 574 Created: 2010-06-08 02:09:24 Transaction: 1970 Parent: 1300 ' Thanks, Thierry
Re: [rt-users] rt_client ruby: Issue with attachments in a multipart email
Send me a patch. I'm the author of that gem. Or if you need help, send me your email as a text file and I'll look into it. As far as I know roart does not do attachments at all, but that may have changed. I'm not involved with that gem -- it was made for Rails programmers who are familiar with ActiveRecord, whereas rt-client was made (by me) for a more procedural approach. As I'm not a rails guy, that paradigm never occurred to me. In fact, I think I have some updates on my dev box that I haven't pushed to gemcutter, but I'm sure I haven't addressed your issue. On Oct 24, 2010, at 8:14 PM, Thierry Thelliez thierry.thelliez.t...@gmail.com wrote: Ok, 2nd correction. sorry. The error was not with the multipart, and not with the regular expression. It is in the line: list = th[attachments].to_s.split(,) It is splitting the lines based on the presence of commas. My filename contains a comma... Thierry
[rt-users] cloning Queues
I tried the CloneQueues page on the wiki out on 3.8.8, which dies with an error about needing a package declared explicitly when actually trying to admin a queue. Does anyone have a mod of this already that works in 3.8.x something, thereby preventing me from re-inventing the wheel? Mine will squeak horribly, anyway…. (I've forgotten more perl than I remember since learning ruby) -- Tom Lahti, SCMDBA, LPIC-1, CLA BIT LLC 425-251-0833 x 117
Re: [rt-users] Is SQLite no longer supported?
In defence of SQLite (not that I'm especially cheering for it), it actually is ACID compliant (http://www.sqlite.org/transactional.html, http://www.sqlite.org/atomiccommit.html) and concurreny issues only affect writers (readers are fully concurrent; http://www.sqlite.org/lockingv3.html, http://www.sqlite.org/faq.html#q6), so my question really was more directed to real-world experiences with rt3 and SQLite rather than rumours :) It wasn't the last time I looked at it. I still wonder about transaction isolation levels, but as long as RT doesn't use BEGIN, COMMIT or ROLLBACK, I guess that doesn't matter much. -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Is SQLite no longer supported?
Slightly offtopic - is there some best practice limit saying when SQLite stops being efficient and it's time to use something bigger? Or in other words, how large are average SQLite installations in terms of users, tickets, etc.? In my opinion, I would say that SQLite is appropriate for testing and development work, where you have developers working on customizations of RT. I don't think SQLite is appropriate for production environments of any size. But that's just me. -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Is SQLite no longer supported?
SQLite's complete lack of threading model means responding to a single request at a time. Simply put, if you have enough users that the possibility of multiple people requesting information at the same time, or a user request happening when an external ticket comes in (email via rt-mailgate etc.), then you're going to be causing users to stall, waiting. You may be able to get away with it for a small number of concurrent users (1-5 maybe) in a low volume environment, but if you're wanting to do anything serious with email coming in at any moment, then you'd be better off setting up a MySQL/PgSQL DB. The effort isn't much different. Stuart I was thinking more in terms of reporting reliability. In short, SQLite is not ACID compliant. If underneath you are not ACID compliant, then there is no assurance that what's in a ticket's history necessarily reflects reality. History items may have been lost due to power outages, locking issues, buggy web server software, etc etc etc. Without ACID compliance, you really don't have an audit trail. You can pretend you do, but you really don't :) -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] How to add attachments (not links) with a template to an outgoing mail?
Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: Hi Tom, thanks for the hint. in the mean time we found a easy way to do this ;-) Torsten Out of curiousity, what is that easy way, in case we ever need that here? -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] How to add attachments (not links) with a template to an outgoing mail?
Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: Hi, i followed the the instructions from wiki to add all attachments from a ticket (during the whole livetime) as links to the outgoing mail. No i need to attache all the attachements to the outgoing mail, but i can't find anything useful at the wiki for this. Any suggestions? As far as I know, you'd have to write a custom email template that fetches the attachment contents through the perl API and builds a MIME-encapsulated message body. Of course it has to execute fully before the resulting page will display, which might take awhile. Since I've forgotten most of my perl at this point, and I'd want the page to display quicker, personally I would probably build myself a custom REST service and have the perl template call that and supply some parameters. But that's just me. -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] RT Upgrade failing from 3.6.6 to3.8.6 UPDATE:mason_data directory
Barron, Josh wrote: I wasn't able to get this working after trying a good portion of the evening. I finally ended up setting up a new virtual server and just migrating the database over to it. Did you ever try turning SELinux off? Just curious, I've never used it so I'm not sure what the impact would be. [r...@help01 jbarron]# /usr/sbin/getenforce Enforcing -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] RT Upgrade failing from 3.6.6 to 3.8.6
Hi Tom, There is only one my.cnf and it doesn't contain those sections with that line. From what I can determine mysql is set to listen to any address. When I forced a localhost connection, I was able to connect as both root and rt_user. -Josh Huh. So you did: mysql -h localhost -u rt_user -p and you're sure there's no ~/.my.cnf (note leading dot, its a hidden file). That is strange. I'm not sure how the schema upgrade script makes its connection to mysql, if its using the mysql client program then it should work exactly the same. -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] RT Upgrade failing from 3.6.6 to 3.8.6 UPDATE: mason_data directory
[Tue Nov 17 16:24:02 2009] [error] [client 216.222.31.30] Could not create '/opt/rt3/var/mason_data/obj/.__obj_create_marker': Permission denied\nStack:\n You need to look specifically at the permissions on /opt/rt3/var/mason_data/obj and verify that the user the web server runs as can write to that directory. The higher level directories are irrelevant. Also, if you are using POSIX ACLs you might need to getfacl /opt/rt3/var/mason_data/obj -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] RT Upgrade failing from 3.6.6 to 3.8.6 UPDATE: mason_data directory
[Tue Nov 17 16:24:02 2009] [error] [client 216.222.31.30] Could not create '/opt/rt3/var/mason_data/obj/.__obj_create_marker': Permission Does the *file* .__obj_create_marker already exist in that location, with some un-overwritable permissions perhaps? Or perhaps its in use? lsof | grep marker -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] RT Upgrade failing from 3.6.6 to 3.8.6
Connect Failed Access denied for user 'rt_user'@'localhost' (using password: YES) So basically, it appears that my password is incorrect, HOWEVER, I can connect to mysql using the exact user and password. Its almost like the perl script is NOT taking the prompts. Connecting at localhost? In MySQL, the user 'rt_user'@'something-else' is not the same user as 'rt_user'@'localhost'. -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] RT Upgrade failing from 3.6.6 to 3.8.6
Try Yes I tried connecting to mysql directly from localhost and that worked: [jbar...@help01 ~]$ mysql -u rt_u...@localhost -p Enter password: ERROR 1045 (28000): Access denied for user 'rt_u...@localhos'@'localhost' (using password: YES) [jbar...@help01 ~]$ mysql -u rt_user -p Enter password: Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection id is 138 Server version: 5.0.77 Source distribution Type 'help;' or '\h' for help. Type '\c' to clear the buffer. mysql exit; Bye [jbar...@help01 ~]$ On *nix, mysql programs read startup options from the following in order: /etc/my.cnf SYSCONFDIR/my.cnf $MYSQL_HOME/my.cnf The file specified with --defaults-extra-file, if any ~/.my.cnf If any of these exist, and there is a [mysql] or [client] section that contains a host=... line, then mysql -u rt_user -p will connect to that host, not localhost. To force a localhost connection, do: mysql -h localhost -u rt_user -p What I'm getting at is: are you sure your MySQL instance for RT is on localhost? -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] REST and attachments
Content=id: ticket/new\nsubject: new ticket\nqueue: Automation\nrequestor: u...@domain.com\ntext: This is the text of the ticket\rA second line of text in the ticket\nAttachment: d:\\Inetpub\\RT-REST\\Files\\Penguins.jpg RT doesn't read local files and encode them for you. You have to send the file contents. Also, I haven't figured out how to create a ticket with an attachment so what I do is create a ticket and then immediately create a reply with the attachment. If you can read ruby (and there's no reason you can't), have a look at http://rubyforge.org/projects/rt-client/ which is a ruby library I wrote that does a lot of the work for you, if you happen to be using ruby for RT REST that is. But that code does create tickets and add attachments to them. ___ 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] Login password save
Has anyone ever come across an extension or made a login password saver using cookies? I'm just wondering I had a few users ask about saving their login password. Evil bad awful idea. ... because anyone with physical access to their computer can create RT transactions as the user with the saved password without having to know the password. Even without doing that, the session length presents the same issue if users do not lock their workstations when they leave their desk. Here I have an alias set up that emails the whole company; if I find an employee has left their workstation unlocked, I send out a company-wide email from them with some silly statement (I watch Sesame Street is a favorite). Needless to say, no one hardly ever does that anymore :) -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Login password save
I was thinking more that it generally ends up storing the password in the clear, and is constantly sending that information back to the server. That too. Besides, browsers have built-in facilities for remembering passwords if that's your bag; and in FF they can all be encrypted with a single master password. Which are stored in the user's profile, not globally. Still have to log in/unlock as that user to gain the saved passwords. Unless you make everyone a local admin, then nothing else matters :) -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] sqlite
SQLite is primarily intended for development and testing environments. It's not well-suited to a multi-user production environement for RT. Actually, I think SQLite's mission is to provide a lightweight database for individual use applications. It's used by a lot of such things such as Apple Mail, Safari, Firefox, Google Gears, and the Skype client. But it certainly isn't robust enough for the enterprise side of things. Google Gears on SQLite sure, but Google itself? Skype client yes, but Skype servers? Not gonna happen. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] sqlite
Sorry. What I meant to say is RT's SQLite support - I _love_ SQLite for all sorts of applications. multi-user apps with SQLite are totally doable -- you just need to be careful with write concurrency ;) If you leave synchronous writes on, you're limited on transaction speed. A commit takes at least two full drive rotations, so for a 7200rpm drive you can only do 60 transactions per second. Not terribly scalable :) -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] RT and Subversion
I do this with subversion hooks that call the RT REST API and some custom fields. The programmer puts Ticket: 123 as the first line of the comment at commit. The hooks validate the ticket data using REST API before allowing the commit, and they also post information about the commit back to the ticket. My hooks are written in ruby and use the rt-client library from rubyforge (which I am the author of). Ben wrote: Can any one help me on this? Thanks, Ben --- On *Tue, 9/15/09, Ben /uy...@yahoo.com/* wrote: From: Ben uy...@yahoo.com Subject: RT and Subversion To: RT Users rt-users@lists.bestpractical.com Date: Tuesday, September 15, 2009, 11:27 AM Hi, All, I have a quick question. I use RT and subversion and scmbug. I have created several queues undr RT, also several projects under one repos in subversion. My question is: how can I let the ticket owner can make changes to one projects in subversion? for example, I have queueA, queueB, queueC, under subversion repos, I have projectA, projectB, projectC. User A have a ticket in queueA, then he can check in to projectA, userB has a ticket in queueB, then he can check in to projectB. Thanks! Ben ___ 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 -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] {Disarmed} Re: RT and Subversion
Ben wrote: thanks, Tom I used scmbug to hook subversion with RT, is there a way to complete task with scmbug? also Tom, does your way need a lot work to do? Regards, Ben I don't know anything about scmbug so I can't provide any advice there. My subversion hooks are very custom. In addition to integrating RT with subversion, it also pulls binaries from subversion at commit (if the production approved custom field is set) and injects them into our production deployment control system. Unfortunately my custom hooks are company proprietary and I don't have permission to share them, but in essence they use svnlook to get information about the subversion transaction and the rt command line to get and post information to/from the ticket. In the pre-commit hook there's just conditional logic to do things like: make sure the ticket exists, make sure its in the right queue, make sure the owner of the ticket is the person doing the commit, etc. The post-commit hook is used to record the commit log message into the ticket, take a diff and attach it to the ticket, list the files that were changed in the commit in a reply, record the revision number committed into the ticket, etc. Documentation galore :) -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] RT and Subversion
http://search.cpan.org/dist/RT-Integration-SVN/ lets you close tickets with svn commit messages That should be easy enough in a custom post-commit hook, too. Just parse the commands out of the subversion log message fetched with 'svnlook' and do the corresponding thing with the rt command line or the REST API. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Upgrade from 3.6.3 to 3.8.4 - image attachments missing/corrupt
Justin Hayes wrote: Thanks Aaron. I've always wondered why file attachments are stored in the db at all. I'd have thought those would have been better placed out in the filesystem. Egads! What if the storage database is not local to the web server? How will you perform comprehensive backups? What if your RT has a million attachments, or more? Not to mention the performance hit of using a filesystem as a database, especially with high concurrency at the HTTP level. I have a custom database application designed specifically to store PDFs in the database. It has 30 million documents in it, the database storage is over 4TB. The web-based front-end for it is efficient enough to saturate a 100MBit/sec Internet connection with a single Core-2 duo web server. When I tested this against our old filesystem version of the application, it outperformed the filesystem by more than 100%. Backup is done by dumping the database in chunks in a rotating schedule. Scalability can be accomplished with simple replication to additional read-only SQL servers and using a SQL relay to dispatch SQL commands in a load-balancing fashion. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Making RT and Altiris play nice
Medium Incident #11495 has been reassigned by Somebody So of course our RT makes it: [rt.local #104] Medium Incident #11495 has been reassigned by Somebody Anytime the Altiris system updates their ticket we create a new one and anytime RT updates our ticket they create a new one. If anyone has ideas around this issue, I would love to hear them. You need a script at both ends to massage the outgoing subject into the one needed by the other end, after it comes out of the tracking system in question. It would need to store ticket number associations for future emails, possibly in a database table. You could attach this script to a special email alias just for this purpose on both ends, which then generates a new email with the desired subject line to the real email address for the tracking system. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Storing custom field file to local file system
my $url = RT-Config-Get('WebPath') .
/Download/CustomFieldValue/.$cf-Id.'/'.$cf-Content;
getstore($url,/tmp/temp.odt);
Or perhaps more easily put: How do you extract a file from a custom
field and store it on the local file system?
Since the custom field just names the file, set up a separate name space in
your web server (Apache?) that doesn't go through RT to fetch the document
through with getstore().
my $url = http://not-rt.server.com/some/dir/; . $cf-Content;
getstore($url...);
If you need to secure it better make sure not-rt.server.com isn't publicly
available, or use localhost and clamp that down in Apache config, or whatever.
If you need RT to authenticate document access, then you're better off
storing the document as an attachment.
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Re: [rt-users] Binary files broken since upgrade to RT 3.8
I'm not too clear what you mean. In creating the test system, I did backup restore the db. But I built a 3.6.6 system and then tested the upgrade from that database. So I stopped Apache and Postfix, removed the old /opt/rt3 folder, make install to get the new 3.8 files, and then followed the upgrade instructions including the rt-setup-database and upgrade-mysql-schema.pl scripts. [snip] Check the list archives. Odds are, you ran upgrade-mysql-schema.pl but did not run the SQL script that it generates to actually upgrade the schema. update-mysql-schema.pl does NOT upgrade the mysql schema. It generates a script to do so. I asked Jesse about changing the name of the script but he didn't seem to think it was a good idea, and yet people keep thumping into this. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] How to get RT ticket links.
URI: REST/1.0/ticket/nn/links/show
Give it a try. I don't know if there's a convenient function for it in
RT::Client::REST but I'll be adding it to my rt-client ruby gem shortly.
Mohy Farag wrote:
How can I get a hash of links from rt?
By links I mean (Depends on, Depended on by, Parents, Children, Refers to
and, Referred to by).
This will be a script in perl that runs remotely and connects to an RT
machine. my research led me to module RT::Client::REST. It can retrieve
other info on a ticket but not the links. any idea how I can get a hash of
links from rt?
Currently RT::Client::REST-show() only returns
$VAR1 = {
'TimeEstimated' = '',
'Status' = 'open',
'Queue' = 'q1',
'AdminCc' = '',
'Requestors' = 'l...@log.com',
'Started' = 'Thu Feb 19 1:02:58 2009',
'InitialPriority' = '40',
'Starts' = 'Not set',
'TimeWorked' = '',
'id' = 'ticket/2',
'Told' = 'Not set',
'Cc' = '',
'Subject' = 'test ticket',
'FinalPriority' = '90',
'TimeLeft' = '',
'Creator' = 'guy',
'Owner' = 'guy',
'Resolved' = 'Not set',
'Created' = 'Tue Feb 17 13:22:11 2009',
'Priority' = '42',
'Due' = 'Not set'
};
-Mohy
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Re: [rt-users] How to get RT ticket links.
Mohy Farag wrote: How can I get a hash of links from rt? Tom wrote: URI: REST/1.0/ticket/nn/links/show Give it a try. I don't know if there's a convenient function for it in RT::Client::REST but I'll be adding it to my rt-client ruby gem shortly. rt-client has been updated, version 0.2.2 now includes a links() method for this. Available on rubyforge, or just gem install rt-client. Docs at http://rt-client.rubyforge.org/ P.S. I can't believe I top-posted. What a newb. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Custom Fields and Tickets in RT DB Schema
Christian Gilmore wrote: I've been trying to understand how custom fields relate to tickets in the RT3 schema, and I can't make that connection. I see transactions related to the ticket and the setting of custom fields, but it doesn't seem to have the custom field value in the transaction. I need some help making this db-level connection. My advice: don't. Use the REST interface. It's guaranteed* not to change, even in RT 4.0 where the schema will most assuredly be completely different. * Based on previous emails on the list from Jesse. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] How to get RT ticket links.
Mohy Farag wrote: Thanks for your prompt replies but, I need a solution in perl. -Mohy There I cannot help you. RT::Client::REST seems to be written by Dmitri Tikhonov dtikho...@yahoo.com, you might try seeing if he's on the RT developer list, or as a last resort, email him directly. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Custom Fields and Tickets in RT DB Schema
Christian Gilmore wrote:
Thanks, Tom, for the reply. Based on your recommendation, I searched for
the REST documentation and found http://wiki.bestpractical.com/view/REST.
I probably should have mentioned what I want to do. I'd like to be able to
get a report on the breakdown of tickets by a particular custom field's
values. I don't see an obvious way to do that through the REST interface.
I don't see a way through the standard web search interface to do it
wholesale, just one-by-one. Any ideas on how best to get these metrics?
If you can do the queries in TicketSQL, then you can do it with REST.
/REST/1.0/search/ticket/?query=TicketSQL_queryformat=s
This will give you a list of tickets, which you can count.
The TicketSQL can be CF.{Fieldname} = 'something' or CF.{Fieldname} 0
and CF.{FieldName} 100, or whatever.
Or, if using my ruby library rt-client:
rt = RT_Client.new
count = rt.list(:query = CF.{Fieldname} = 'something').size
--
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Re: [rt-users] is there a place in RT where I can view an HTTP REST request?
Kim Jones wrote: Developers, Is there a place in RT where I can add logging to see what exactly RT is getting when it receives a REST request? Re a place where I can print to the log the http reest being received. It's HTTP. You can log the HTTP request/response with wireshark fairly easily. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] TimeWorked not always recorded as separate Transaction - workaround?
Fran Fabrizio wrote: Looking at the Transactions table, it seems that I have the TimeWorked Why go after the transactions? The ticket has its own TimeWorked field, which _should_ be cumulative of TimeWorked entries from transactions. (It is set by editing the field directly, added to by adding a transaction TimeWorked.) If you need more granularity, then I suspect that you may need to rethink the work flow process. Perhaps your tickets should be broken down into smaller units. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Perl help
I need to know how to take an email address (directly from an email header) and get the actual UserId/PrincipalId from RT. I have the address split out and now I just need an ID. I'm assuming that the PrincipalId is the same thing as the Name field from the USERS Table. In other words, I do NOT want to add an entire email address as a Ticket watcher, I want the Name field from the USers Table (ie. instead of kfcroc...@lbl.gov I want KFCrocker or whatever name correlates to kfcroc...@lbl.gov). Thank you in advance. Going into the database schema directly is a bad idea. Future upgrades can (and will) change the schema, breaking your customization. Use the REST interface instead. See http://wiki.bestpractical.com/view/REST Then, an HTTP GET of the URI '/REST/1.0/user/KFCrocker/show' should get you something like: id: user/217 Name: KFCrocker Password: EmailAddress: kfcroc...@lbl.gov RealName: Ken Crocker Lang: en Privileged: 1 Disabled: 0 However, here you are querying by name, not by email address, so hopefully they all match. If they don't you aren't going to be able to do it reliably in a future-proof way without doing something you really don't want to do. Though really, I'm not sure why you'd want to do this in the first place. RT is quite happy to look up based on email address internally, you don't have to supply the ID when creating tickets and such, just an email address. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] mis-use of indexes on the Attachments table (RT 3.8.2)
This is on a new host, and we imported via a mysqldump and re-import, so the data in the table should be defragmented... but the end result is clearly problematic. Wait a minute. Did you install 3.8.2 and load a dump into it from the older version? Oy vey. The schemas don't really line up. You'd need to install the old version of RT on the new host, and then go through the upgrade process. Otherwise you're in for a lot of manual discovery cajoling to get things to work properly. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] any ideas why this post with php CURL not setting custom field?
Custom fields should be in the form of:
CF.{CustomField}: value
So you want
CF.{UPC}: 7585485.
-not-
CF-UPC: 786936180992
vtplymblfan...@yahoo.com wrote:
Could the problem be that I have to encode the dash in CF-UPC somehow
before sending it via CURL (but it gets encoded automatically from the
form and that is why the form works)?
I hope to be able to add some logging statements to
REST/1.0/ticket/default so that I can see what RT is getting in either
case, but as yet I don't have the needed permissions from my admin.
K
*From:* vtplymblfan...@yahoo.com vtplymblfan...@yahoo.com
*To:* rt-users@lists.bestpractical.com
*Sent:* Tuesday, May 19, 2009 12:53:21 PM
*Subject:* [rt-users] any ideas why this post with php CURL not setting
custom field?
Hi there,
I have modified a web application to post to RT's web interface a create
ticket request. The post works perfectly... the ticket get created in
the right queue with the given subject and text... except that the
custom field value I pass (UPC) in does not get set. Here is the CURL code:
$content = 'id: new
CF-UPC: 786936180992
Text: This is the ticket text
Subject: This is the subject
Queue: External App Requests';
$request = RT_LOCATION;
$request .= 'ticket/new/';
$postargs = array(
'user' = RT_USER,
'pass' = RT_PASS,
'content' = $content
);
// get the curl session object
$session = curl_init($request);
// set the POST options
curl_setopt ($session, CURLOPT_POST, true);
curl_setopt ($session, CURLOPT_POSTFIELDS, $postargs);
curl_setopt($session, CURLOPT_HEADER, true);
curl_setopt($session, CURLOPT_RETURNTRANSFER, true);
curl_setopt( $session, CURLOPT_HTTPHEADER, array( 'Expect:' ) );
// do the POST and then close the session
$response = curl_exec($session);
curl_close($session);
---
In debugging this I have also created a simple form which posts to the
same place:
form method=POSTaction=http://foo.foo.edu/REST/1.0/ticket/new/;
User: input type=text name=user size=20br
Pass: input type=text name=pass size=20br
Content: textarea rows=10 name=content cols=30id: new
CF-UPC: 786936180992
Text: This is the ticket text from the form.
Subject: This is the subject
Queue: External App Requests/textareabr
pinput type=submit value=Submit name=B1
/form
When this form is used, again the ticket is created but in this case the
custom field UPC does get set. But
the Content: being sent is the same in both. In particular in both cases I
am providing UPC's value with
CF-UPC: 78... Can anyone here explain what the difference could possibly be
between these two
posting methods that could result in this scenario? By the way, in both cases
I am passing in the same
user name and password. I am really stumped and I suspect some small stupid
thing I have missed.
Thanks for your help,
Kim
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Re: [rt-users] RT 3.6.5 causes connection aborts resulting in 500 error
Kage wrote: Same error is occurring with 1GB of memory on the VM. Everything else in Apache works just fine, but RT is dead until I restart Apache2. As I said before: But I would start by looking for more clues when the system is in the not working state. Look at memory usage, CPU usage, and the like. See if apache is responding to other non-RT page requests. Doing so will help you narrow it down. In other words, when it breaks next, DON'T just restart apache2. Log into the system and poke around _while its broken_. Try to load a web page through apache that is not RT-related _while its broken_. Look at the memory usage _while its broken_. Look at CPU load _while its broken_. Poke around in all the logs you have in /var/log for recent messages. See if you can narrow it down any. Taking wild stabs and guesses at stuff is a pet peeve of mine; it is not problem-solving. Be deterministic rather than guessing and you'll be more efficient (and learn to be more self-sufficient at the same time). -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] RT 3.6.5 causes connection aborts resulting in 500 error
Kage wrote: Well, to reiterate what I said, I did try other Apache2 pages while it was broken. They load just fine with no errors, including Perl scripts. CPU load is 0%, Load is 0.01 or around there across the board. Memory is about the same as after the VM boots up (about 100MB in use). The logs say exactly the same thing as in my first E-Mail. I'm not sure how else to narrow it down. Nothing else is disfunctional in the VM except for RT. I have also rebuilt this VM from scratch about 4 times now trying to see if perhaps that is an issue in and of itself, and the error is recurring. Any other ideas? I can't seem to narrow it down any more using these methods. OK, that's excellent. It means its confined to one of RT or the RT/Apache interface you are using. Are you using fastcgi or ? What version is it? You could also try upgrading to RT 3.8.2. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] RT 3.6.5 causes connection aborts resulting in 500 error
Kage wrote: Essentially what happens is I can use RT for an extended period of time (from 1 hour to 10 hours), and eventually, it'll stop working, resulting in a 500 Internal Server Error. Sounds like resource exhaustion of some kind, perhaps a memory or some other type of leak in mason, perl, apache, or RT. I hate to be vague, but it could be anything. You probably need to step outside what is in hardy's repository and start upgrading things, probably starting with perl itself. But I would start by looking for more clues when the system is in the not working state. Look at memory usage, CPU usage, and the like. See if apache is responding to other non-RT page requests. Doing so will help you narrow it down. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Merging two RT databases
I would like to use the RT codebase instead of writing a perl script that interacts with the MySQL DB directly. I think the latter approach would be less reliable. If I had to do this, I would use the REST interfaces. Do a REST request to one RT to get ticket info, then turn around and use the REST interface on the other to create a new ticket. Problem is, you don't specify a ticket number when you create a new ticket. RT assigns one. If you absolutely have to do that, you've no choice but to dig into the db schema, which will be exponentially more difficult. But you can always create a special queue just for the merged tickets, or add a custom field and set its valued to merged from other system or some such, so that you can tell them apart. I should also note that I can take RT offline to do the merge if necessary. Shouldn't be necessary if you can use the REST interfaces. Have a look at http://wiki.bestpractical.com/view/REST. There are convenience libraries already written for both perl and ruby (the latter is my work). -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] HTML templates for RT ?
- why isn't it possible by default to send HTML emails ? Text emails in Outlook are not very sexy. Tech types, which would be a large percentage of RT users, abhor HTML email. I do. I don't care about sexy, I care about information, and HTML-izing something usually doesn't mean adding useful visual information, it usually means clutter. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] How to modify the ticket # format?
Ruslan Zakirov wrote: http://wiki.bestpractical.com/view/SetStartingId + cronjob to set it everyday, however you must understand limits on integers in your DB. Example: #200905110001 would be the 1st ticket for today. A normal signed int in 32-bit mysql has a maximum value of 2147483647, which isn't big enough for the format requested. You'd need to alter the table structures to change ticket id's to a bigint. How much code that would break inside of RT, I have no idea. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] How to modify the ticket # format?
Ken Crocker wrote: Tom, Why do you need a date prefixed to the Ticket ID? In my 40 years in I don't, the OP (Eric) does. Couldn't agree with you more on your point. There's already a created date field for each ticket. To add that again as part of the ticket ID will definitely be counterproductive. If the proposed cron job doesn't fire for some reason, you'll have a mess: ticket ID's with this embedded 'create date' will lie. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Autogenerating a password for requestors
# CHANGED NEXT 3 LINES TO TEST REQUESTOR INSTEAD OF CREATOR # SO THAT WILL EMAIL REQUESTOR A PASSWORD WHEN STAFF CREATES # THE TICKET IN WEB INTERFACE Worked like a charm, thanks a lot! Yikes! If I called someone and made a request via the phone and they emailed a password for some system I'd never heard of, I'd probably flag it as spam. I sure as heck wouldn't log into it, because (a) I don't know if it really came from them, (b) I don't know what this system does -- XSS attack, anyone? (c) the password was just emailed across the net in clear text. Oi vay. On the other hand, if I made the request via email, I might totally expect to get a autoreply via email, but I'd still want my new password encrypted. Perhaps RT can discover attached GPG/PGP keys and add them to a user's record at autocreate? Now that would be awesome. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] how to run new rt cli in cron
How do I by pass the password prompt? Is there another user I can use instead where I don't have to feed a password thru cronjob? You do not need an expect script or to feed the password to the CLI's STDIN at all. All you need is to arrange for the environment variables RTUSER, RTSERVER and RTPASSWD to be set in your environment before calling the CLI, like so: #!/bin/sh export RTUSER=someone export RTPASSWD=Something export RTSERVER=https://rt.server.com/ /opt/rt3/bin/rt show ticket/123 -- If you are parsing the output of the CLI, you're better off using the REST interface instead. The CLI's output changes from version to version, which will throw off your parse. The REST output won't change. See http://wiki.bestpractical.com/view/REST -- Tom Lahti ___ 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] Query for Service downtime
services. I had a plan of fetching the difference in time of when the tickets were opened and when the tickets were resolved. That would give me the downtime but I have no idea how to implement that. Any help on this regard will greatly appreciated. That's not really downtime, I wouldn't think, unless the tickets are both opened and resolved automatically. Are they? If either is done by a human, then its not system downtime. It's time to whenever-the-human-felt-like-doing-RT-stuff. -- Tom Lahti ___ 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] disable auto-creation of users by rt-mailgate
Here's one I thought would be real simple, but I can't find it anywhere in my copy of _RT Essentials_ or in the wiki. We got our first spam into a queue today, and everybody completely freaked out and tagged it a security issue. Argh, the ignorance of it all. Anyway, I would like to disable creation of new accounts by rt-mailgate. If an email comes in and they're not already an RT user, just drop the email on the floor. Simple setting, or complex customization? -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Query for Service Downtime
I was just wondering if I can generate a report for system downtime (i.e. the service names and its corresponding downtime) through query builder. Plan was to give the customer name as input and generate the graph as well as chart where the instance name, service name and the downtime is shown. Any help in this regard is greatly appreciated. xymon (formerly hobbit monitor) makes great availability reports. Not sure how this is a RT question... ? Thanks Tom, but can I integrate the same with my existing RT (3.8.2) environment and how can I do that? Where can I get the official documentation for the Xymon. Regards, Uday RT doesn't monitor anything, so it doesn't really have the necessary data to create availability reports. Xymon's web site is http://hobbitmon.sourceforge.net/ (it still says hobbit monitor all over it, but they've changed the name due to legal issues). As far as integration, it would be quite simple to have xymon fire an alert to the email address for a queue, thereby automatically creating a ticket during an alarm event, something I plan on doing here. But the availability report would still only be available through xymon, not through RT. That is not RT's purpose. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] URL-based queries?
Just wondering if it's possible to do URL-based queries into the RT tickets database. e.g. http://rt.website.com/rt/search?Queue=GeneralStatus=Resolved etc. You might want to look at http://wiki.bestpratical.com/view/REST depending on why you are asking... -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Query for Service Downtime
I was just wondering if I can generate a report for system downtime (i.e. the service names and its corresponding downtime) through query builder. Plan was to give the customer name as input and generate the graph as well as chart where the instance name, service name and the downtime is shown. Any help in this regard is greatly appreciated. xymon (formerly hobbit monitor) makes great availability reports. Not sure how this is a RT question... ? -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] advice for mobile techs
gets sent out and replied to, it gets added as correspondence (i.e. the Requestor sees it) not comments. Since we don't have a dispatcher, there's bound to be alot of ticket chatter while we figure You need another alias for comments, that uses --action comment instead of --action correspond as an option to rt-mailgate. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Upgrade RT
Ok now that upgrade completed on the test system, I now see 5000 more tickets already created on the production systems. Do I have to redo this whole thing? I have binlog enabled since the beginning of the original instance. How do I append those new 500 tickets? I guess I am now on a catchup game :-) You're gonna have to shut down the production instance during the conversion. No way around it. Stay late and bring pizza and beer ;) -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] rt-client usage?
rubyforge's statistics don't account for installations done via gem, so I'm wondering if anyone has actually installed the ruby rt-client library and is using it? If so, any feedback? Praise? Complaints? Patches? -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Ruby - REST, part 2
Content-Disposition: form-data; name=content Ticket: 5702 Action: comment Text: Adding attachment(s). Attachment: attachment.txt Your form is wrong. This is a different issue than what I had, but the results of that exercise are a ruby library which has been open-sourced. You can make your life a lot easier by installing and using rt-client from rubyforge. gem install rt-client should do the trick, and then: rt= RT_Client.new( :server = https://your.rt-server.com/;, :user= rt_user, :pass= rt_pass ) rt.comment( :id = 5702, :Text = Adding attachment(s)., :Attachment = attachment.txt ) and the library will take care of all the gory details for you. ___ 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] sessions table is lost after a system crash
Kenneth Marshall wrote: Tim, I am curious. Are you using InnoDB tables or MyISAM tables? I thought that RT needed InnoDB. Does it have a problem with system crashes and recovery with InnoDB? Just wondering. Ken I was just about to say the same thing when this came in. I think you want InnoDB tables, not MyISAM. In particular, large tables like the attachment table will have problems, and frequently updated tables like the session table will have crash recovery issues. The crash recovery in the InnoDB backend is more robust, as is the indexing methodology. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Formatted text in RTFM articles
Try defining the CF asFill in WikiText. That works better. I've tried that and the result is exactly the same :-(. Any other idea? When using the wikitext area in RTFM, any text that does not begin in the first column is rendered as preformatted text. So instead of: Texttexttextmoretextmoretextmoretext use: Texttexttextmoretextmoretextmoretext ^ Note the space in front of the line, meaning it does not begin the first column and so is treated as pre-formatted. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] search display question
presc...@wcoil.com wrote: I figured out how to just give a url to Results.html and it seems to work fine. ... until some future version of RT where the URI scheme of the web interface changes. The REST interface won't. ___ 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] Does Anyone out there use RT for Change Management?
Steve OBrien wrote: Hi All, I was wondering if anyone out there was using RT for IT Change Management and if so: 1.) How is it working out for you? 2.) Any helpful hints or a description of your setup. If not, is there any other tracking system that would work better for tracking, approving, and notifying changes (server configurations, etc) Yea, we use it for that. Among lots of others things, the IT queue is only one of many in our RT setup. Works great. Helpful hints is rather vague, and I can't think of anything specific to IT change management in that area. Our platform is Linux and mysql for the backend, with postfix and cyrus imap doing email duties. I'm not sure the setup of our RT would be very helpful, since every company is quite different and requires radically different RT configs. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] RT thinks that the ticket has no recipients....
[Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan etworks.com #5/96 - Scrip 5 On Correspond Notify AdminCcs (/usr/lib/ perl5/vendo r_perl/5.8.8/RT/Action/SendEmail.pm:302) [snip] [info] means its informational. If was an error it would say [error]. So, those log entries don't really tell you anything other than what you already know. The problem is likely your config and/or usage. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] RT thinks that the ticket has no recipients....
In the People tab: Owner:Gary Greene ggre...@minervanetworks.com (ggreene) Requestors: Gary Greene ggre...@minervanetworks.com (ggreene) Cc: AdminCc: And what are you expecting to get? An email to the owner? An email to the requestor? Both? Do you have scrips configured in this queue (or global ones) that cover those recipients for the event you want to trigger the email? -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] RT thinks that the ticket has no recipients....
Do you have scrips configured in this queue (or global ones) that cover those recipients for the event you want to trigger the email? I should, since I've got the normal global scrips set for comments and replies. I should tells me you haven't looked at the scrips for the queue (and I have no idea what the normal global scrips would be, been quite a while since I had a default installation). Configuration - Queues - queue name - Scrips Pay attention to the _condition_. On create is a different condition than on comment and on correspond. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] RT thinks that the ticket has no recipients....
Where in the settings? I don't see a setting for it in the web UI. Is this another option that needs set in RT_SiteConfig.pm? Yes, its in the config, not the UI. By default, RT doesn't notify the person who performs an update, as they already know what they've done. If you'd like to change this behavior, Set $NotifyActor to 1. Set($NotifyActor, 1); -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Disable Auto-Reply on Ticket Resolution for A specific Queue
1. Ticket is created in Queue #1 2. Ticket is moved to Queue #2 and resolved Tickets resolved in Queue #1 must still generate autoreplies upon resolution, but Tickets resolved in Queue #2 must not. I think you're better off creating a new ticket for Queue #2 that is depended on by the ticket in Queue #1, where the requestor of the ticket in Queue #2 is the owner of the ticket in Queue #1, but that's just me. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Manager permissions
One of our managers wants to get notified of all tickets and be able to view all tickets logged by her staff against other teams so that she can chase up the other teams when her staff are away. Baby-sitting, aka micro-managing. You gotta love people like that :) It would be nice to be able to do a saved search for Creator in group, wouldn't it? You could re-purpose a field a little bit that is searchable. Say you set the Organization field in the user records for her group to something unique, like Company name-Dept, then you can make a saved search on Requestor Organization is 'Company name-Dept' and put that on her portal page. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Create Groups Queues Programatically
[Fri Apr 17 15:59:11 2009] [crit]: Someone called RT::Group-Create. this method does not exist. someone's being evil (/opt/rt/lib/RT/Group_Overlay.pm:387) Read the perldoc for Group_Overlay.pm. What you need to do is described therein. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Ticket History Display
1.) Email submissions are double spaced. This takes up a lot of room when viewing the ticket history. They aren't in my RT. Without knowing what's causing it in your installation, there's no way to know how to fix it. You could make a local Display.html that unwraps the text and then rewraps it, or figure out why its getting double-spaced in the first place and eliminate the cause. 2.) Top posting - can the most recent actions be on top so you don't have to scroll all the way down to see the most recent action? Yes, that's in the Preferences in RT, per user. It would seem there is a way to change the global default, it might be: set($OldestTransactionsFirst,1); 3.) Stripping out the signatures from emails. Is it possible? Two options: hack rt-mailgate to strip them before inserting into the database, or make a local Display.html History.html to display it without the signatures. The latter is probably safer in that if your parsing is wrong, you still have the original data. I've actually been considering which option to take with removing quoted text from emails, not just signatures. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Set status to open when ticket is taken
Steve OBrien wrote: Another suggestion from my pilot group is that they would like tickets to automatically change status from new to open when taken. Any help accomplishing that would be appreciated. It's not really open until someone actually works on it, is it? Seems like a semantic issue to me. New means its recorded and waiting for activity, open means its being worked on. If its just assigned and no activity, its not being worked on. Seems a bit deceptive to preemptively set it to open without actually working on it. Anyway, philosophy aside, you could do this with a scrip. Make it condition: On owner change, Action: user definded, Template: blank. Custom action prep code: return 1; Custom action cleanup code: $self-TicketObj-_Set(Field = 'Status', Value = 'open', RecordTransaction = 0); return 1; -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Ticket History Display
3.) Stripping out the signatures from emails. Is it possible? Two options: hack rt-mailgate to strip them before inserting into the database, or make a local Display.html History.html to display it without the signatures. The latter is probably safer in that if your parsing is wrong, you still have the original data. After looking at this some more, really all you need is a local copy of Ticket/Elements/ShowMessageStanza, with customizations added therein to parse the signature and/or quoted text. It should be possible the plop them in a div that is initially hidden and offer a control to unhide it, for viewing the original pieces as well (someone else's idea from an earlier thread when it was quoted text and not signatures). -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] passing values on ticket create
presc...@wcoil.com wrote: I would like to know if there is a way to pass a custom field value on ticket create. We have a internal billing system and one of the buttons is for a new ticket. I want to pass the customers account number as a custom field value to the create screen in RT. What is the best way to accomplish this... Use the REST interface rather than POSTing to the web interface. That's what its for (and you can easily set custom fields that way). The web interface may change with an upgrade, breaking your code; the REST interface will not. See http://wiki.bestpractical.com/view/REST There are REST client convenience libraries for perl (RT::Client::REST on CPAN) and ruby (rt-client gem on rubyforge), or you can roll your own directly to the REST interface fairly easily. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] How to use smtp on other server
nast linux wrote: Dear All, I already had smtp server (lotus notes on windows server 2003), I want to use the smtp for RT server. I will not install smtp service on RT server. In RT_SiteConfig.pm: Set($MailCommand, 'smtp'); Set($SMTPServer, 'notes server name'); http://wiki.bestpractical.com/view/InstallMailgateOnly that should be installed mailgateonly, is that right? Is it possible to install mailgateonly on windows system, where I can download mailgateonly for windows system? Mailgate is for incoming mail to RT, not outgoing mail from RT. You can install it on your Windows system so long as the Windows system has perl installed with all the required modules for rt-mailgate, and your Notes server can pipe email contents to a command. Installation steps would be something like: 1. Install perl on Windows machine. 1a. Install perl modules Getopt::Long, LWP::UserAgent, HTTP::Request::Common, Pod::Usage, HTML::TreeBuilder, HTML::FormatText. 2. copy rt-mailgate from /opt/rt3/bin to your Windows server. 3. Configure Notes to take email sent to a queue address and pipe the email contents into the command 'rt-mailgate --queue queue_name --action correspond --url http://rt_server/', ensuring the command environment is sufficient for perl to find its modules. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Encoding problem after upgrade
interface seems slow) - Ah hah. When you followed the upgrade instructions, you probably ran upgrade-mysql-schema.pl, which doesn't actually upgrade the mysql schema. It generates SQL queries to do so. You have to capture those queries to a file, and then run that file to actually upgrade the schema. In my humble opinion, the name of upgrade-mysql-schema.pl is a bit deceptive. We keep running into this over and over again. I think the script should be renamed to create-mysql-schema-upgrade-queries.pl or some such. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Random logouts in RT 3.8.2
Now we try to get our old database from 3.6.1 into the new instance of RT. The dump imports into mysql 5.0.26 and the update-script works without error-messages. Once again: when you ran upgrade-mysql-schema.pl, it did not actually upgrade the mysql schema. That script generates queries that you must capture to a file, and then run THAT file to actually upgrade the schema. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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 a custom field to ticket resolution? rt 3.8.1
I'd like to assign ticket resolutions to a category, like documentation error, incorrect customer use, software fix, etc. Is there a way to add a Select one value custom field to the resolve ticket screen? Custom fields that apply to ticket transactions are available on the resolve screen. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Modifying SimpleSearch in RT 3.8.2
( status = 'new' OR status = 'open' OR status = 'stalled'... etc into the query (which are the active statuses listed in the @ActiveStatus array in RT_SiteConfig.pm). We simply want to remove this portion from the default search criteria. I think this is done in $RTHOME/lib/RT/Search/Googleish.pm You'd need to copy it to $RTHOME/local/lib/RT/Search/Googleish.pm and modify its code. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] RT3 tuning - web interface seems slow
I believe all install and upgrade recipes were followed properly. Though we currently have a (presumably) unrelated problem with image attachments getting corrupted (change to UTF-8 ??). Ah hah. When you followed the upgrade instructions, you probably ran upgrade-mysql-schema.pl, which doesn't actually upgrade the mysql schema. It generates SQL queries to do so. You have to capture those queries to a file, and then run that file to actually upgrade the schema. After that, your image attachments should then be fine. Might also solve your performance issue. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] RT-Mailgate hack to remove quoted replies
Gary Greene wrote: There are a number of interesting mods that I've noted he's working on that I'm interested in. (For instance the scrip changes to enforce only requesters can change the ticket's status, etc. Actually, I accomplished that with just scrips. And then I convinced ownership it was a bad idea, because it meant that people working on tickets could no longer use their ticket list as a to-do list, and it wasn't really needed because a requestor can always re-open a resolved ticket by just replying to the email. They were actually trying to solve another issue where a requestor was not notified when a ticket was resolved. That's what happens when owners try to play systems analyst without telling the engineers what the actual problem is and just try to ask for what they think the best solution would be instead. However, if you're dying for it all you have to do it apply a scrip to condition On Resolve with action prep: return 1; and action cleanup: return 1 if $self-TransactionObj-IsInbound; $self-TicketObj-_Set(Field = 'Status', Value = 'open', RecordTransaction = 0); return 1; And then, when someone other than a requestor resolves a ticket, the cleanup code sets it back to open. The IsInbound method of the Transaction object returns true if the transaction was generated by a requestor. Then you just do the same thing in reverse for conditions that generate 'resolved' emails so you aren't sending out an email when a non-requestor tries to resolve. I tried playing around with template code to send different emails whether it was a requestor or not (Dear requestor, XXX would like you to resolve ticket YYY), but Text::Template parsing is rather limited and it never worked the way I wanted it to. Notably, you can't have a conditional (like an 'if' statement) span blocks. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] List tickets I ever transacted on?
Paul Hirose wrote: Trying to find a Query Builder or other method to list all current (not-Resolved/Rejected/Deleted) tickets that I may have been a part of. Some tickets are owned by another staff member, but I've transacted on (either as a Comment or Reply.) Pretty sure you can't do this in RT itself, you'll have to query the database directly. First find out your numeric user id with something like select id,name from Users where name like '%paul%'. Let's say your ID is 42. Then you can do select distinct ObjectID from Transactions where Creator='42' and ObjectType='RT::Ticket' order by ObjectID Voila, list of ticket numbers you've transacted on. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Scrip with multiple custom fields checked.
[snip] I only want to call the action once regardless of how many custom fields change (i.e. if 1+ custom fields change, execute action once). Template Stage: Transaction Create I think you want the scrip to execute in TransactionBatch stage instead of TransactionCreate. It does exactly what you want. You have to enable it in your site config first. -- Tom Lahti BIT Statement LLC http://www.bitstatement.net/ -- ___ 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] RT-Mailgate hack to remove quoted replies
I am having an awful time with getting users to remove quoted text from replies. I've begun looking at rt-mailgate code to figure a way to remove the Original Message and below it that Outlook creates when you hit reply. the write_down_message() function seems to either create a temp file or use memory to take the message from STDIN. I thought about stripping it down during reading from STDIN but its being read in binmode 8k at a time, so the Original Message might be broken across chunks. So that won't work. After write_down_message(), I could simply regex it into oblivion -- if its in memory. If its in the temp file... it doesn't seem like a scalable solution to read the temp file and re-write it. We've already written the message to the temp file once. What I'd like to do is go back to write_down_message() and look for the key line, and do some sneaky read-ahead of a few bytes into the next buffer if the end of the buffer _could_ be a broken Original Message line, and then seek back to the beginning of that chunk if it isn't. Finally, I suspect that Outlook puts attachments after the body, in which case an email reply that contains attachments would get the attachments dropped unless I keep reading for a MIME boundary, in which case I have to know what the boundary is in the first place, which means parsing the header. Has anyone else done anything like this already, or am I venturing into uncharted waters here? Does my plan sound decent, or am I crazy for even thinking of it? -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] What software is recommended for high-loaded RT3.8-latest?
I have no enough experience with Slackware. AFAIK, it's simple as BSD. Is it true? I second the Slackware vote. I use it for everything. It's the ultimate distro for reliability-through-simplicity. Install nothing you don't need. If you don't need xxgdb on your production server, don't install it. (I don't even have X installed on my servers, but that's just me). Incidentally I frequently have servers go 200 days + without so much as a reboot, even high volume FTP servers like this one: r...@:~# uptime 13:13:47 up 246 days, 1:53, 2 users, load average: 0.23, 0.14, 0.05 AFAIK, they're all provide good data safety. Now we're using MySQL InnoDB, I think XFS should be fast enough. But we may migrate to PostgreSQL. AFAIK it uses a number of files (I may be wrong) to serve its DB. So, there can be Reiser/JFS. Filesystems are something I've spent a LOT of time on, so I know something about this. XFS has not-so-good safety. The fsck / repair tools don't work on very large filesystems because they need massive amount of memory -- more often than not, more than you have. If you need to fsck XFS, odds are you'll be formatting it instead. That said, it is deliciously fast and scalable when properly optioned. Use a RAID controller with battery backup and you should be fine; otherwise turn off write-back caching. Or, test your backups frequently for restorability. :) reiserfs is similiar to XFS with safety. A fsck almost never works because everything's a tree -- once the tree is scrambled, everything in the tree below that point is scrambled too. This is even a bigger risk if you don't make the filesystem with notail. You'll be formatting, not fsck'ing. It also doesn't scale well and its performance with large files is horrid. JFS on the other hand, has wonderful repair tools and decent scalability. Unfortunately, the performance of JFS degrades exponentially with the number of inodes used (files directories) as it searches everything rather linearly, and the inode structure is necessarily inefficient to make it easily repairable. Not recommended for a filesystem with gobs and gobs of small files. (Unfortunately, I have two 12TB RAID arrays formatted JFS with over 14 million small files on them, and if they weren't in production, I'd change it in a heart-beat). ext4 is no longer in development mode and is considered production quality (in kernel 2.6.28 and newer). I highly recommend using it over the other options. It is extent-based rather than block-mapped (if you format it as such), it has the reliability of ext3 and then some (as the journal is checksummed), and its even faster with lots of small files than reiser if you create the filesystem with the dir_index option (which creates a hash of directory entries that is even faster than reiser's b-tree). It even fsck's faster than ext3 because it skips unallocated space. In short: XFS is fast and not reliable. JFS is very reliable, but slow. Reiserfs is a pitiful joke (which can used successfully by the daring lucky). ext4 gives you everything you always asked for: the speed of XFS (ok, almost), the fast lookups of reiser, and the reliability of JFS :) -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] restrict setting status to resolved
Despite all my work with the REST interface, I know little to nothing about scrips. I've been asked to restrict setting ticket status to 'resolved' unless the actor is a requestor. I tried setting up a scrip with condition On resolve, Action User defined, Stage Transaction Create: return 1 if $self-TransactionObj-IsInbound; $TicketObj-_Set(Field = 'Status', Value = 'open', RecordTransaction = 0); return 0; and also: return 1 if $self-TransactionObj-IsInbound; $TicketObj-_Set(Field = 'Status', Value = 'open', RecordTransaction = 0); return 1; and tried this in both custom action prep code and custom action cleanup code, as I'm not terribly clear on where it belongs. (I probably also want the Value to be the 'old value', but I'm not sure how to access that). However, nothing seems to have any effect on a user being able to set a ticket status to resolved when they are not a requestor. Any scrip fu guru's out there willing to beat me with a clue bat? -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] restrict setting status to resolved
Argh, as usual the answer hits me right as I hit 'send'. $TicketObj-_Set(Field = 'Status', Value = 'open', RecordTransaction = 0); should be $self-TicketObj-blah blah Now, how to get at the old value instead of hard-coding open. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Database help
This is probably a silly question but I just wonder if anyone is aware at the database level how I would locate a reminder and it's due date? I have looked about and can't see it for the life of me. Better yet... is there an (as yet undocumented) REST URI for reading/setting/deleting reminders? -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] help with scrip from wiki
I don't see anything wrong with this, but I haven't done much scrip programming. I took the scrip from http://wiki.bestpractical.com/view/AddTicketHistoryToMail and made a template with it, pretty much verbatim. Only problem is, when the email is sent the Complete Ticket History section is empty. Is this scrip on the wiki up to date for RT 3.8.2? Is there a way I can take a scrip like this and put it into a perl script to debug it from a shell? I can't quite see how... -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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 scrip from wiki
I don't see anything wrong with this, but I haven't done much scrip programming. I took the scrip from http://wiki.bestpractical.com/view/AddTicketHistoryToMail I think I've solved my own problem. There's a regex in the script that skips transactions where the content type is text/html ... and they all are (since using the rich text editor). So I added that content type to the regex and another regex on the $content variable to strip HTML tags. Is there a way I can take a scrip like this and put it into a perl script to debug it from a shell? I can't quite see how... This would still be nice to know how to do, if possible. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Custom field - check boxes, radio buttons and text boxes
Using check boxes and radio buttons will be easier for our users to manipulate. Has anyone done this or do you have any suggestions? You can certainly do this with RT using custom fields, but not multiple screen where the state transfers from one page to the next. It would all be one screen. If you wanted multiple screens, you could still do it with a custom web front end that uses RT's REST interface to store all the data from all pages to one ticket. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] ruby library initial release
I have a rubyforge project pending for this, so sometime in the next few days you'll be able to just do gem install rt-client and get it from rubyforge directly. Until then, a ruby gem is attached containing the library, the XML-RPC service, and all the documentation. Patches to me, please :) -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- rt-client-0.2.gem Description: Binary data ___ 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] forgot -- public copy of documentation
If you want to preview the ruby client API without installing the gem, you can do so at https://elise.bitstatement.net/doc/rt-client/ -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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
