Re: [rt-users] Mysql queries slow
Hi Ken, I do not have the full hardware specs. It is a hosted RT system. The specs that I do have access to are as follows: Probably a dual core single CPU system, speed unknown 2gb of ram 80 gb hd space they are using md but I do not know the configuration particulars. I know it is not much help. I have applied all the mysql tuning tricks I know to it. Thanks, Bill On Thu, Jul 22, 2010 at 06:09, Kenneth Marshall k...@rice.edu wrote: On Wed, Jul 21, 2010 at 06:19:51PM -0700, William Graboyes wrote: Hi List, As an example of what I am talking about the query `select count(id) from Attachments;` The returned result is 174039, but it takes 39.1549 seconds to return that simple query. The Transactions table returns 343259 in .4358 seconds. Does anyone have some optimization tips beyond what is already on the wiki. After a little more of my own tweaking I have the Attachments query down to 24.9559 seconds. Has anyone successfully integrated RT3 with memcached? Would I be better off moving the mysql server to it's own server? Running version: RT 3.8.7 MySQL 5.0.67 Total tickets as of this writing: 7282 Total time on RT: 1yr 3m Thanks in advance for any help that can be provided. Thanks, Bill Hi Bill, You mentioned your version of the software but no details of your actual hardware. To provide the answer to the count(*) query, the entire table concerned needs to be read from disk. For your Attachments result off 39s for 174039, is that the value for the first time the query is run or the value after multiple runs when the table is cached in memory? We use PostgreSQL as the backend and the first time the select query is run: # select count(*) from attachments; count - 2807604 (1 row) Time: 16707.404 ms But the second time, the result is much faster because of caching: # select count(*) from attachments; count - 2807622 (1 row) Time: 2909.343 ms Similarly for the transactions table: # select count(*) from transactions; count - 6468511 (1 row) Time: 4030.046 ms And for the 2nd run with caching: # select count(*) from transactions; count - 6468511 (1 row) Time: 1094.672 ms It does seem like your times are slower, but it could easily be the hardware setup that you are using for RT. Cheers, Ken Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Mysql queries slow
Hi List, As an example of what I am talking about the query `select count(id) from Attachments;` The returned result is 174039, but it takes 39.1549 seconds to return that simple query. The Transactions table returns 343259 in .4358 seconds. Does anyone have some optimization tips beyond what is already on the wiki. After a little more of my own tweaking I have the Attachments query down to 24.9559 seconds. Has anyone successfully integrated RT3 with memcached? Would I be better off moving the mysql server to it's own server? Running version: RT 3.8.7 MySQL 5.0.67 Total tickets as of this writing: 7282 Total time on RT: 1yr 3m Thanks in advance for any help that can be provided. Thanks, Bill Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT3.8.8 causes Apache to crash
Hi Bevan, Have you checked the apache log files for errors? That would greatly assist people trying to assist you. Thanks, Bill On Mon, Jun 28, 2010 at 10:45, Bevan Agard bevan.ag...@gmail.com wrote: Guys I seem to be having a problem with RT 3.8.8. where it crashes apache. I am using a fresh install of RT 3.8.8 on a newly built OpenSuse 11.2 box, running Apache/2.2.13, MySQL 5.1.36. The web server was running fine and still runs find as long as I don't include the apache config file for RT. Has anyone seen anything like this or can shed some light on it would be greatly appreciated. Long time user of RT, want to keep on using it. Trust that all thing would work out for the good. Keep standing. Keep believing. Keep hoping. Keep moving forward. Advertise Your goods and services for free on Trin e-Ads http://www.trin-e-ads.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.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] Spawn multiple child tickets
Hi, There is a scrip for doing something close to this on the wiki ( http://wiki.bestpractical.com). Have a look there. Actually, I remembered it being named something that most wouldn't search for so here is the link: http://wiki.bestpractical.com/view/Workflow Thanks, Bill On Wed, Jun 2, 2010 at 10:54, Jonathan Rummel jrum...@imapp.com wrote: Thanks for the response, Kenn. I definitely think I'm going to have to write a scrip, but that's where I'm kind of stumped. I wrote multiple scrips (one that creates a child ticket for Florida when it is selected, one for Pennsylvania when it is selected, etc.), and they work individually but when multiple states are selected, only 1 child ticket is created and it's always the first option selected. Does anyone have any thoughts on this? Jonathan, The only thing I have seen is in the Bulk Update the ability to addlinks. But that entails tickets (parent/child) already existing and you want to link them. The only thing I can suggest is to create a scrip for this function. I believe there were a couple out there for something similar to this before 3.8.X came out with a built-in create link in the Ticket page. Perhaps you could copy one of those and modify it to meet your needs. Just a thought. Kenn LBNL -- View this message in context: http://old.nabble.com/Spawn-multiple-child-tickets-tp28755908p28757865.html Sent from the Request Tracker - User mailing list archive at Nabble.com. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Due date default time
Hi Jim, check out the extension RT::Extension::SLA... I know you said there is no set SLA on the requests, you can have it set the due date to 24hours out. If you need another date (extension of time if you will) you may have to modify the core of the code a little bit. Thanks, Bill On Wed, Jun 2, 2010 at 12:39, Jim Tambling jim.tambl...@datatote.co.ukwrote: Hi Kenn, Thanks for the prompt reply. I obviously did not word my question properly. We set the ‘Due Date’ manually, as there is no set SLA on requests. It is the time (24hr) that the request is due that we want to set to a default. Regards, Jim -Original Message- *From:* rt-users-boun...@lists.bestpractical.com [mailto: rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker *Sent:* 02 June 2010 20:23 *To:* rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Due date default time Jim, There are a couple ways. You can do it by setting the basics when you configure a Queue. There is an option in Basics that allows you to specifiy the numbers of days when a ticket should be due. IT displays Requests should be due in days. Filling this out would do it for every ticket in a specific Queue. We also have another way as an alternative. We have a CF defined as Need-By Date and we have a scrip that puts that date into the Due date as the default when it is filled out. Of course, the ticket owner is able to change whenever they want, but it gives them an idea what the customer wants. Hope this helps. Kenn LBNL On Wed, Jun 2, 2010 at 12:03 PM, Jim Tambling jim.tambl...@datatote.co.uk wrote: Is there a way to set a default time for the ‘Due Date’ field? Regards, Jim Tambling Network Services Data Tote Ltd Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Bill Graboyes Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CPU Wait Maxed Out
Hi Eriks, Do you know what process is taking up the cpu? I know that wa is a process that is waiting for i/o. But I think knowing which process or processes are causing these problems may help to point in the right direction. Thanks, Bill On Mon, May 31, 2010 at 22:52, Eriks Goodwin-Pfister er...@centritech.netwrote: Of late, our RT server (CentOS 5.2 running RT ) has started maxing out %wa as monitored in top (avg: 90-99%). I can't seem to find anything on point with regard to this issue and RT. Since this is a dedicated server, I assume it is related to RT somehow, but can't seem to figure it out. Can someone point me in the right direction? Thanks! --Eriks Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.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] Simple search for nobody broken in 3.8.6?
Hi Jerrad, We are using 3.8.7, and the following query runs on the dashboard of every service desk tech: Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open') Works as expected. (Note we have not made any changes to this since 3.8.2). Thanks, Bill Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Spreadsheet Custom Fields not Aligned.
Yes that worked perfectly!
Thanks.
Bill
On Tue, Apr 20, 2010 at 07:46, William Graboyes
william.grabo...@theportalgrp.com wrote:
Jesper,
Thanks for the help on that one. I'll give it a shot as soon as I get to
work.
On Apr 20, 2010 12:18 AM, Jesper Henriksen jes...@catnet.dk wrote:
On Mon, Apr 19, 2010 at 05:03:10PM -0700, William Graboyes wrote:
We just upgraded our RT system t...
I ran into that very same problem yesterday, but luckily I did manage to
find a post that explains a workaround:
http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg24057.html
Essentially you need to edit /opt/rt3/share/html/Search/Results.tsv line
110. Change it from
foreach my $name ( sort { $cf_name_to_pos{$a} = $cf_name_to_pos{$a} }
keys %cf_name_to_pos ) {
.. to ..
foreach my $name ( sort { $cf_name_to_pos{$a} = $cf_name_to_pos{$b} }
keys %cf_name_to_pos ) {
Works for us.
--
Jesper Henriksen
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Spreadsheet Custom Fields not Aligned.
Hi List, We just upgraded our RT system to 3.8.7 from 3.8.4. Now when we export a spreadsheet none of the custom fields are aligned with the proper field. Which is confusing to say the least. I was wondering if there something simple that we may have missed? Has anyone seen this before? I vaguely remember something on the list about this recently in the list, but searching for it has proved to be futile. Thanks, -- Bill Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] homepage refresh interval under preferences
Works for me 3.8.4 Bill On Wed, Apr 14, 2010 at 15:16, psminusaxl psminus...@gmail.com wrote: Thanks Ken for the feedback. :) I will opt for upgrading if there is no other way around. On Wed, Apr 14, 2010 at 2:35 PM, Kenneth Marshall k...@rice.edu wrote: It works for me on version 3.8.5. Cheers, Ken On Wed, Apr 14, 2010 at 02:30:21PM -0700, psminusaxl wrote: Anybody else can chime in? I think if I can determine where and how the home page interval gets triggered I can better pin point the problem. Right now i'm clueless the process flow of how that gets triggered. thanks in advance psminusaxl On Wed, Apr 14, 2010 at 11:18 AM, Kevin Falcone falc...@bestpractical.comwrote: On Wed, Apr 14, 2010 at 09:57:04AM -0700, psminusaxl wrote: I went ahead and remove the front page refresh option just to take that out of the picture. And it appears the preference refresh still doesn't work. Any clues? Thanks! Unfortunately, all I can offer is that it just worked fine for me on a production 3.8.7, and I've not seen other reports of this failing. -kevin On Wed, Apr 14, 2010 at 9:35 AM, Kevin Falcone [1] falc...@bestpractical.com wrote: On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote: Thanks for the response Kevin, Then how does one make it so that the preference trumps the front page? From my understanding the front page refresh has to be set everytime you sign in. So it will always make the preference setting worthless. The preference setting is convient because it remembers it the next time you sign in. Any ideas? The preferences choice will win the next time you log in. You've never mentioned an RT version which makes any answers mostly guesswork. -kevin Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.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] Upgraded and now having to login on every link in RT
Hi Kevin, I have a dumb question, Have you had your users clear their cache/cookies? I remember I had a similar problem on a recent upgrade, and a having the users clear their cache seemed to fix the problem. Also, do you have any log excerpts that you can share with us? Thanks, Bill On Wed, Feb 17, 2010 at 11:30, Kevin Gagel ga...@cnc.bc.ca wrote: I upgraded from RT 3.8.4 to 3.8.7. I compiled as per the readme doc and then ran make upgrade. I ran the db scripts. I cleaned out the sessions table. Everyone is now stuck in a cycle of continuous login pages on every click within RT. Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel --- The College of New Caledonia Visit us at http://www.cnc.bc.ca Virus scanning is done on all incoming and outgoing email. Anti-spam information for CNC can be found at http://gateway.cnc.bc.ca --- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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 reset ticket # counter
Hi, What database are you using? MySQL: truncate table Tickets; truncate table Transactions; truncate table ObjectCustomFieldValues; truncate table Attachments. Other Databeses, I don't know. Please note that truncate is a dangerous command, and literally deletes all information in the tables selected, and resets the cardinality to 0. On Tue, Feb 9, 2010 at 11:01, softouch razz...@hotmail.com wrote: Is there any one who can help me to reset the ticket counter to 0. as i have deleted all test mails from dB so i also want to reset the thicket counter. which table contains information about ticket counter? -- View this message in context: http://old.nabble.com/How-to-reset-ticket---counter-tp27520320p27520320.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Due dates based on custom fields
Hi Jose, Check out the RT::SLA add on works great, and is easy to set up. On Tue, Jan 19, 2010 at 8:54 PM, Jose de Paula Eufrasio Junior jose.jun...@gmail.com wrote: So, I want to use custom fields to classify the tickets on the support queue as some pre-defined services. Each service has a defined SLA. I am also using escalation of tickets based on due date. Is there anything out that can define the due date of tickets based on those custom fields? I saw the SLA extension but it looks like SLA per queue, while what I want is per ticket. -- José de Paula Eufrásio Júnior (coredump) MCSO, GRC Professional http://core.eti.br ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Bill ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Due dates based on custom fields
Hi Jose, Damn laptop, clicked send before I was ready. at any rate the SLA extension is per ticket, you can also have defaults based on queue. thanks, Bill On Tue, Jan 19, 2010 at 9:22 PM, William Graboyes william.grabo...@theportalgrp.com wrote: Hi Jose, Check out the RT::SLA add on works great, and is easy to set up. On Tue, Jan 19, 2010 at 8:54 PM, Jose de Paula Eufrasio Junior jose.jun...@gmail.com wrote: So, I want to use custom fields to classify the tickets on the support queue as some pre-defined services. Each service has a defined SLA. I am also using escalation of tickets based on due date. Is there anything out that can define the due date of tickets based on those custom fields? I saw the SLA extension but it looks like SLA per queue, while what I want is per ticket. -- José de Paula Eufrásio Júnior (coredump) MCSO, GRC Professional http://core.eti.br ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Bill ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Another RT::Authen::ExternalAuth question
Hi Mike, Purely from a log file perspective, I know nothing about external auth, it is saying that the column USERS doesn't exist in the table cachemgmt. It looks like it is trying to then recover gracefully, instead of puking all over itself and refusing to allow you to log in. Again purely from the Log File Perspective, I am sure that there are others out there with a massive store of knowledge on external auth, that may help you fix this one. Thanks, Bill On Wed, Jan 13, 2010 at 2:20 PM, Michael James mja...@stonebridgebank.comwrote: Hi, I see an error in my /var/log/messages file when I'm logging in to this instance of RT. Fresh install of RT 3.8.7 on SLES10 64-bit. What does this imply? The mysql database cashmgt exists and I can login with the default root credentials, I just don't how to interpret the message. Thanks, Mike Jan 13 17:04:41 rt384 RT: DBD::mysql::db selectall_hashref failed: Table 'cashmgt.USERS' doesn't exist at /opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm line 219, DATA line 514. (/opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:219) Jan 13 17:04:41 rt384 RT: Issuing rollback() for database handle being DESTROY'd without explicit disconnect() at /opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm line 219, DATA line 514. (/opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:219) Jan 13 17:04:41 rt384 RT: Successful login for root from 172.31.4.144 (/opt/cashmgt/bin/../lib/RT/Interface/Web.pm:430) The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Another RT::Authen::ExternalAuth question
Hi Mike, I intend no offense, I am just trying to help out, and sometimes we forget to check the easy stuff first (hey we all do some times :) ). That being said I think we have this figured out: I know it is like a game of 20 questions, but in my current installs 3.8.4 and 3.8.6 with mysql the table USERS does not exist, because the table name is Users. I am not sure if perl dbi is picky about case, but my gut instinct would be that it is, and I know that mysql is picky about case in this sense. Even mysql directly doesn't like case mismatch. select * from `cachemgt`.`USERS`; -- would result in an error because the table USERS doesn't exist -- as a matter of a fact it is the same exact error you are seeing in the logs Table 'cachemgt.USERS' doesn't exist. select * form `cachemgt`.`Users`; -- works on my instance because the tabke Users does exist. Note that I changed the query to match your database structure. HTH, Thanks, Bill On Wed, Jan 13, 2010 at 3:08 PM, Michael James mja...@stonebridgebank.comwrote: Bill, that is indeed the RT-database. I posted my RT_SiteConfig.pm file earlier today if you'd like to peruse it. The rt_user has permissions. Thanks, Mike William Graboyes william.grabo...@theportalgrp.com 1/13/2010 5:47 PM Hi Mike, Asking questions from the questioner. Is that a separate database from your RT database? If it is a separate database, does your rt db user have access to that database? Just trying to help. Thanks, Bill On Wed, Jan 13, 2010 at 2:36 PM, Michael James mja...@stonebridgebank.comwrote: Thanks, Bill. The database name is cashmgt and the table name is USERS, rather than table and column names. In any case, the table does exist. Mike William Graboyes william.grabo...@theportalgrp.com 1/13/2010 5:30 PM Hi Mike, Purely from a log file perspective, I know nothing about external auth, it is saying that the column USERS doesn't exist in the table cachemgmt. It looks like it is trying to then recover gracefully, instead of puking all over itself and refusing to allow you to log in. Again purely from the Log File Perspective, I am sure that there are others out there with a massive store of knowledge on external auth, that may help you fix this one. Thanks, Bill On Wed, Jan 13, 2010 at 2:20 PM, Michael James mja...@stonebridgebank.comwrote: Hi, I see an error in my /var/log/messages file when I'm logging in to this instance of RT. Fresh install of RT 3.8.7 on SLES10 64-bit. What does this imply? The mysql database cashmgt exists and I can login with the default root credentials, I just don't how to interpret the message. Thanks, Mike Jan 13 17:04:41 rt384 RT: DBD::mysql::db selectall_hashref failed: Table 'cashmgt.USERS' doesn't exist at /opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm line 219, DATA line 514. (/opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:219) Jan 13 17:04:41 rt384 RT: Issuing rollback() for database handle being DESTROY'd without explicit disconnect() at /opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm line 219, DATA line 514. (/opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:219) Jan 13 17:04:41 rt384 RT: Successful login for root from 172.31.4.144 (/opt/cashmgt/bin/../lib/RT/Interface/Web.pm:430) The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you
Re: [rt-users] Exporting tickets for management viewing
Hi Tyler, What version of rt are you using? Thanks, Bill On Mon, Jan 4, 2010 at 12:48 PM, Tyler Hall ty...@tylerhall.net wrote: Some kind of readable text. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Exporting tickets for management viewing
Tyler, The easiest thing I could think of is to upgrade to 3.8.6 and use the forward ticket feature included there. I am assuming that you want the contents of the replies and comments to go to the men upstairs. Unless I missed something. Thanks, Bill On Mon, Jan 4, 2010 at 12:59 PM, Tyler Hall ty...@tylerhall.net wrote: 3.8.2 On Mon, Jan 4, 2010 at 1:57 PM, William Graboyes william.grabo...@theportalgrp.com wrote: Hi Tyler, What version of rt are you using? Thanks, Bill On Mon, Jan 4, 2010 at 12:48 PM, Tyler Hall ty...@tylerhall.net wrote: Some kind of readable text. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Undefined value using RT::Authen::ExternalAuth::LDAP
Hi Matt, This is nothing more than an uneducated guess, so take it as a grain of salt, Could it possibly have something to do with writing/maintaining the cookie/session? Thanks, Bill On Mon, Dec 21, 2009 at 12:17 PM, Matt Adams matt.ad...@cypressinteractive.com wrote: Mike Peachey wrote: It is definitely related to the filter. The problem is in UserExists which ensures that the user actually exists in the user database, and is run once for each specified database iirc. Double, triple and then quadruple check your filter value in the config. I'm not convinced that the filter value is the config is to blame for this. It hasn't been changed since the initial installation and everything has been working up until a little while ago. I found out what was causing the problem although I still don't know *why* it is a problem. Someone changed the URL to RT in our wiki to be http://rt?user=john_doe so that the username would be set automatically as per the wiki username. Seemed like a smart idea since both authenticate against the same LDAP server. Whenever this URL is used to get to RT the error appears. If I remove ?user=john_doe and log in manually everything works just fine. Does anyone know why this would be? We're using RT 3.8.5 and RT::Authen::ExternalAuth 0.08 My problem is solved for the time being but it would be nice to know why ?user=john_doe causes problems. Thanks, Matt -- Matt Adams Development Network Services, Cypress Interactive http://cypressinteractive.com, http://edsuite.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ 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 in search results
Hi Jake, When you have custom fields assigned to a On Thu, Dec 3, 2009 at 11:02 AM, elsif j...@elsif.net wrote: RT 3.8.5 on FreeBSD 6.2 using Apache 2.2.6 How can I have the search functions search and display custom fields? The page here: http://wiki.bestpractical.com/view/DisplayCustomFieldsInTicketSearch ...says that the conventional method doesn't work in 3.6 and above. I've created Custom Fields for 'tickets', added it to the queue, and when I create a new ticket the dropdown box is there. But in both simple and advanced saarch I'm unable to make RT find results based on the option (development categories 'bugs, 'feature requests', etc) that was chosen for the custom field. -jake ___ 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 -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 ___ 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 in search results
Hi Jake, Sorry for that last transmission, it sent without my consent. At any rate, when you have custom fields assigned to a queue, they will only show up in the query builder if you have that queue selected. Otherwise you would need to make the custom field global to be able to search without a qualified queue. Thanks, Bill On Fri, Dec 4, 2009 at 9:35 AM, William Graboyes william.grabo...@theportalgrp.com wrote: Hi Jake, When you have custom fields assigned to a On Thu, Dec 3, 2009 at 11:02 AM, elsif j...@elsif.net wrote: RT 3.8.5 on FreeBSD 6.2 using Apache 2.2.6 How can I have the search functions search and display custom fields? The page here: http://wiki.bestpractical.com/view/DisplayCustomFieldsInTicketSearch ...says that the conventional method doesn't work in 3.6 and above. I've created Custom Fields for 'tickets', added it to the queue, and when I create a new ticket the dropdown box is there. But in both simple and advanced saarch I'm unable to make RT find results based on the option (development categories 'bugs, 'feature requests', etc) that was chosen for the custom field. -jake ___ 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 -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 ___ 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] Trying to auto include RTFM article based on tab click.
Hi List,
I believe I have the proper method (or not).
{$RT Host
name}/rt3/Ticket/Update.html?Action=Commentid={$ticketNumber}RTFM-Include-Article-Named={$article}
Now when I include the desired article, I have a problem with the way it is
displaying in the FSCK editor Such as Follows:
Hi lt;Requester Namegt;,
br /
br /Your request has been received and assigned to lt;GroupNamegt;
br /
br /Thanks,
br /Service Desk
br /
Is there an extra processing directive that is required to force this to
load first in the Source portion of the FSCK editor?
Thanks,
Bill
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Trying to auto include RTFM article based on tab click.
Kevin,
Some days I would forget my head if it weren't bolted to my neck.
Currently testing on RT 3.8.6.
When you type in the article number and hit `GO` it works as expected, only
when you are wanting to include that article by default (maybe there is a
better way of doing this?) does it look like html source instead of wysiwyg.
Thanks,
Bill
On Thu, Dec 3, 2009 at 9:57 AM, Kevin Falcone falc...@bestpractical.comwrote:
On Thu, Dec 03, 2009 at 09:31:13AM -0800, William Graboyes wrote:
Hi List,
I believe I have the proper method (or not).
{$RT Host
name}/rt3/Ticket/Update.html?Action=Commentid={$ticketNumber}RTFM-Include-Article-Named={$article}
Now when I include the desired article, I have a problem with the way
it is displaying in the
FSCK editor Such as Follows:
Does it work when using the normal RTFM inclusion method?
You also don't say what RT version you're running, and the FCKeditor
has had a number of bugfixes
-kevin
Hi lt;Requester Namegt;,
br /
br /Your request has been received and assigned to lt;GroupNamegt;
br /
br /Thanks,
br /Service Desk
br /
Is there an extra processing directive that is required to force this
to load first in the
Source portion of the FSCK editor?
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Trying to auto include RTFM article based on tab click.
Kevin, You Da Man, That worked perfectly. Thanks for the quick help, Bill On Thu, Dec 3, 2009 at 10:17 AM, Kevin Falcone falc...@bestpractical.comwrote: FCKeditorEncoded=1 ___ 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] Error in viewing one ticket
Hi Scott, I have seen that happen when there is a missing user, or the Principals table is out of whack. It is hard to tell with the information that is given though. Did you happen to do a partial database migration? Are you running a cron job that is removing users? Are you acting directly in the database? Maybe you are using RT Shredder? Thanks, Bill Graboyes On Thu, Oct 8, 2009 at 8:59 AM, Lander, Scott slan...@hearstsc.com wrote: I have one ticket that, when I go to view it, it displays about a half of the details and then give the following error: Can't call method Name on an undefined value at /opt/rt3/bin/../lib/RT/Transaction_Overlay.pm line 700. Any one have any idea what could cause this? This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cad...@hearstsc.com) immediately by email and delete the original message. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Problem with zip files in RT 3.8.4
Hello list, I am having an interesting problem, I haven't noticed it until recently. But when trying to attach larger zip files, RT is saving them with plain/text header information??? but here comes the fun part. Before being uploaded the files are 1.5~2.5 megs, downloading the files (right click save as) they are 7+ meg Is RT trying to unzip the files? and then running out of room to write to the database? There is no info in the log file as to what is going on. This is a head spinner. Thanks in advance, -- Bill Graboyes ___ 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::Extension::SLA -- problems
Hi All,
I finally got time to come up with a solution to the problem I was having.
sub IsApplicable {
my $self = shift;
return 0 unless $self-SLAIsApplied;
my $type = $self-TransactionObj-Type;
if ( $type eq 'Create' || $type eq 'Correspond' ) {
if ($self-TicketObj-FirstCustomFieldValue('SLA') eq 'Severity 4'){
return 0;
}
if ($self-TicketObj-FirstCustomFieldValue('SLA') eq 'Severity 1'
|| $self-TicketObj-FirstCustomFieldValue('SLA') eq 'Severity ...
return 1;
}
else {
return 0;
}
}
return 1 if $self-IsCustomFieldChange('SLA');
return 0;
}
This does excactly what I want it to do.
Skips setting the Due date for Sev 4 tickets.
and sets the due dates on the rest.
Thanks,
Bill Graboyes
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problem calling a custom scrip
Hi Scott,
A couple of quick questions, from the logs it looks like the condition to
run your scrip is not being met, what do you have set for the condition of
your scrip? and What part of the transaction are you attaching the scrip to?
Thanks,
Bill G.
william.grabo...@theportalgrp.com
On Mon, Sep 14, 2009 at 2:19 PM, Lander, Scott slan...@hearstsc.com wrote:
All,
In 3.8.4, I am attempting to set up an approval queue.The idea is
that if a Custom Field named Change Control is set to value 'YES then a
new ticket will be created to gather the required approval.
This is in queue Monitoring.
So, in the queue I have a Scrip: Monitor:approval, with a User Defined
condition, Action is Create Tickets, Template is Monitor:Approval, Stage
TransactionComplete.
My Custom Condition originally was:
if ($self-TransactionObj-Type ne Create) {
return 0; # This is an update transaction
}
my $CustomFields = $ticket-QueueObj-TicketCustomFields();
while (my $CustomField = $CustomFields-Next()) {
if ($self-TicketObj-FirstCustomFieldValue('Change Control') =~ /Yes/i)
{
return 1;
}
return 0;
When that failed to do anything, I just changed it to return 1;.
My template is:
Subject: Approval of { $Tickets{'TOP'}-Subject() }
Queue: ___Approvals
Type : approval
Owner : slan...@hearstsc.com
Content : Please review and approve this request.
Depended-On-By : TOP
When I create a ticket and select YES for my CF, I see this in my log;
(note, my custom scrip is #84)
[Mon Sep 14 21:30:07 2009] [info]:
rt-3.8.4-3173-1252963807-747.239-...@hearstsc.com #239/34524 - Scrip 3 On
Create Autoreply To Requestors
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Mon Sep 14 21:30:07 2009] [info]:
rt-3.8.4-3173-1252963807-747.239-...@hearstsc.com sent To:
slan...@hearstsc.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333)
[Mon Sep 14 21:30:07 2009] [info]:
rt-3.8.4-3173-1252963807-1595.239-...@hearstsc.com #239/34524 - Scrip 4
On Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Mon Sep 14 21:30:07 2009] [info]:
rt-3.8.4-3173-1252963807-1595.239-...@hearstsc.com No recipients found.
Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:338)
[Mon Sep 14 21:30:07 2009] [info]:
rt-3.8.4-3173-1252963807-1456.239-8...@hearstsc.com #239/34524 - Scrip 82
On Create Notify CCs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Mon Sep 14 21:30:07 2009] [info]:
rt-3.8.4-3173-1252963807-1456.239-8...@hearstsc.com sent Cc:
slan...@hearstsc.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333)
[Mon Sep 14 21:30:07 2009] [info]: Ticket 239 created in queue 'Monitoring'
by SLANDER (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667)
Can anyone see my mistake? Or, am I going about this wrong?
This e-mail message is intended only for the personal use of the recipient(s)
named above. If you are not an intended recipient, you may not review, copy
or distribute this message. If you have received this communication in error,
please notify the Hearst Service Center (cad...@hearstsc.com) immediately by
email and delete the original message.
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Issue with scrip.
Hi all, I am having a strange issue with a script, I was wondering if those who are a bit more proficient than myself can give me a couple of pointers. The issue is that sometimes, quite regularly actually, it is printing a date that is 1 month behind the current date. this has me very confused, there are a few that wrote the date properly, (about 17 out of 330). So with out further complications, here is a copy of the scrip. my $CF_Obj = RT::CustomField-new($self-CurrentUser); my $cf_name = 'Ticket_resolveDate'; my ( $sec, $min, $hour, $day, $mon, $year ) = localtime( time ); my $cf_value = sprintf( '%d-%02d-%02d %02d:%02d:%02d', $year + 1900, $mon, $day, $hour, $min, $sec ); $CF_Obj-LoadByName( Name = $cf_name,); $RT::Logger-debug( Loaded \$CF_Obj-Name = . $CF_Obj-Name() .\n ); $CF_Obj-AddValueForObject( Object = $self-TicketObj, Content = $cf_value, ); 1; Thanks in advance, Bill G. ___ 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] Issue with scrip.
Hi Kevin, Thanks for the Quick response. Is there any good documentation anywhere on the RT:Date functions? A quick search of the wiki resulted in nothing more or less, so for the time being, I believe the solution should be something along the lines of: my $CF_Obj = RT::CustomField-new($self-CurrentUser); my $cf_name = 'Ticket_resolveDate'; my ( $sec, $min, $hour, $day, $mon, $year ) = localtime( time ); my $cf_value = sprintf( '%d-%02d-%02d %02d:%02d:%02d', $year + 1900, $mon + 1, $day, $hour, $min, $sec ); $CF_Obj-LoadByName( Name = $cf_name,); $RT::Logger-debug( Loaded \$CF_Obj-Name = . $CF_Obj-Name() .\n ); $CF_Obj-AddValueForObject( Object = $self-TicketObj, Content = $cf_value, ); 1; Thanks, Bill G. On Tue, Sep 1, 2009 at 11:35 AM, Kevin Falcone falc...@bestpractical.comwrote: On Tue, Sep 01, 2009 at 11:29:36AM -0700, William Graboyes wrote: Hi all, I am having a strange issue with a script, I was wondering if those who are a bit more proficient than myself can give me a couple of pointers. The issue is that sometimes, quite regularly actually, it is printing a date that is 1 month behind the current date. this has me very confused, there are a few that wrote the date properly, (about 17 out of 330). So with out further complications, here is a copy of the scrip. You may want to read $ perldoc -f localtime which explains that $mon is not 1-12 Also, you may want one of the functions from RT::Date rather than doing it by hand. -kevin my $CF_Obj = RT::CustomField-new($self-CurrentUser); my $cf_name = 'Ticket_resolveDate'; my ( $sec, $min, $hour, $day, $mon, $year ) = localtime( time ); my $cf_value = sprintf( '%d-%02d-%02d %02d:%02d:%02d', $year + 1900, $mon, $day, $hour, $min, $sec ); $CF_Obj-LoadByName( Name = $cf_name,); $RT::Logger-debug( Loaded \$CF_Obj-Name = . $CF_Obj-Name() .\n ); $CF_Obj-AddValueForObject( Object = $self-TicketObj, Content = $cf_value, ); 1; ___ 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 -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 ___ 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 users from changing a ticket to an InactiveStatus
Hi List, The subject says it all. I have groups of users who are not to be changing the status of a ticket to an inactive status, the question is how to do this? Lets say I have A group called SA and a group called SD. I want SD to be able to set tickets to an inactive state, I want SA to be able to edit everything else in a ticket, but not change the state to an inactive state (I would prefer them not to be shown inactive states at all). Thanks, Bill G. ___ 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] Attachments missing in RESOLVE email
Hi Miroslav,
That is expected behaviour.
When one clicks on resolve, it takes them to comment, not reply (correspond),
by default comments only go to admincc.
Thanks,
Bill
--Original Message--
From: Miroslav Horvath
Sender: rt-users-boun...@lists.bestpractical.com
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Attachments missing in RESOLVE email
Sent: Jul 30, 2009 1:28 AM
Hello
We have started using RT 3.8.4. and we found a problem with sending
attachments within Resolved email.
The template for RESOLVED starts with this:
Subject: Resolved: {$Ticket-Subject}
RT-Attach-Message: yes
when some agent works on ticket, and click on Resolve, he puts some comments
and add attachment to that, and finish it, end user receive email but
without that attachment.
We had same problem in RT 3.2.3 .
btw.: Through the Reply sending attachment works fine, but throught
Resolve it doesnt.
Do we need to set up something ?
RT is running on:
OS-Fedora CORE Linux $hostname 2.6.26.8-57.fc8 #1 SMP Thu Dec 18 18:59:49
EST 2008 x86_64 x86_64 x86_64 GNU/Linux
DB-mysql Ver 14.12 Distrib 5.0.45, for redhat-linux-gnu (x86_64) using
readline 5.0
BR, Miroslav
--
View this message in context:
http://www.nabble.com/Attachments-missing-in-RESOLVE-email-tp24564511p24564511.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Sent from my Verizon Wireless BlackBerry
___
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] Correspond vs. Comment on resolve
Hi Sean,
I can at least point you in the right direction, but I am not sure which one
is the correct file.
$RTHOME/local/plugins/RT-IR/html/RTIR/Elements/QueueTabs:
path = RTIR/Update.html?Action=CommentDefaultStatus=resolvedid=$id,
$RTHOME/local/plugins/RT-IR/html/RTIR/Elements/QueueTabs:
path = RTIR/Update.html?Action=CommentDefaultStatus=resolvedid=$id,
$RTHOME/share/html/Search/Elements/BuildFormatString:
$column{Prefix} .= q{a
HREF=__WebPath__/Ticket/Update.html?Action=CommentDefaultStatus=resolvedid=__id__};
$RTHOME/share/html/Ticket/Elements/Tabs:
Ticket/Update.html?Action=CommentDefaultStatus=resolvedid=
$RTHOME/var/mason_data/obj/2098779359/standard/Search/Elements/BuildFormatString.obj:
$column{Prefix} .= q{a
HREF=__WebPath__/Ticket/Update.html?Action=CommentDefaultStatus=resolvedid=__id__};
$RTHOME/var/mason_data/obj/2098779359/standard/Ticket/Elements/Tabs.obj:
Ticket/Update.html?Action=CommentDefaultStatus=resolvedid=
On Thu, Jul 30, 2009 at 9:10 AM, Sean stroke_of_de...@yahoo.com wrote:
Hi,
On RT 3.8.4, if I put my mouse over the resolve link on a ticket,
it goes to Update.html?Action=comment How can I change
that to Action=Correspond ? Not sure where this lives. I just
want it to do correspondance by default when someone resolves a ticket vs.
comment by default
Thanks.
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
___
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] Attachments missing in RESOLVE email
Miroslav, Yes, just need to select Reply to Requestors from the Update Type: Field. Thanks, Bill Graboyes On Thu, Jul 30, 2009 at 10:02 AM, Miroslav Horvath aveng...@atlas.skwrote: So is there some way how to have attachments in RESOLVE email ? -- View this message in context: http://www.nabble.com/Re%3A-Attachments-missing-in-RESOLVE-email-tp24739982p24742609.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ 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] Migrating from Postgres to MySQL
Hi Matt, Raid is not the end-all be-all for disk safety, especially when you step into terabyte class computing, sorry I am taking this a bit off topic. While RAID has it's bonuses, there are drawbacks as well, take your standard RAID 5 setup, 4 Disks, 3 active, 1 Hot Spare. Now lets say that Disk number 2 decided it was going to release it's smoke to the world (never a good thing), now your array is still alive and it is starting to rebuild onto disk 4 to make up for the death of disk 2. During the rebuild process Disk 1 comes across a bad sector, poof, your data is gone. Just a word of warning, don't put all your data safety eggs into the RAID basket. Otherwise I agree that running via NFS from a virtualized server would probably have perfromance gains over running in the virtual invironment. Thanks, Bill On Wed, Jul 29, 2009 at 10:26 AM, Matt Simerson m...@corp.spry.com wrote: On Jul 29, 2009, at 7:10 AM, Robert Nesius wrote: On Tue, Jul 28, 2009 at 3:56 PM, Kenneth Marshall k...@rice.edu wrote: Kage, The main advantage is gained by avoiding I/O through the virtual disk. The layout of the virtual disk tends to turn most I/O into random I/O, even I/O that starts as sequential. The factor of 10 performance difference between random/sequential I/O causes the majority of the performance problem. I have not had personal experience with using an NFS mount point to run a database so I cannot really comment on that. Good luck with your evaluation. You're trading head-seeking latencies for network latencies, No. If this were a standard host environment, that would be true. But in a virtual environment, there is the overhead of the disk create/maintenance/update processes of the virtualization engine which multiply the overhead of the disk. Just run a disk benchmarking utility inside a VE running under any platform that uses disk images (vmware, xen, parallels, etc...) and then run those same tests on the host node. The difference in performance is often an order of magnitude slower for the virtual disks. Contrast that with NFS performance, which has a small fixed overhead imposed by the network (even smaller if you use jumbo frames). If you were using a platform with a robust NFS implementation (Solaris, FreeBSD), I'd put money on the database performing better on NFS than inside most virtual machines. If you're using NFS with Linux, you will certainly have performance issues that you won't be able to get past. If the virtualization environment provides raw disk access to the VE, my bet is off. Examples of virtualization platforms that [can] do this are FreeBSD jails and Linux OpenVZ. On several occasions, I have built VEs for MySQL and mounted a dedicated partition in the VE. Assuming you've given adequate resources to the DB VE, that works as well as a dedicated machine. When I arrived at my current position, the SA team had put the databases into the VEs that needed them, along with the apps that accessed them. Despite having 6 servers to spread the load across, they had recurring database performance issues (a few times a week), particularly with RT. I resolved all the DB issues by building a dedicated machine with 4 disks (two battery backed RAID-1 mirrors) all the databases to it. The databases have dedicated spindles as does the OS logging. Despite the resistance to the all our DB eggs in one basket approach, the wisdom of that choice is now plainly evident. All the performance problems went away and haven't returned. and those are almost certainly higher. Hosting your database server binaries and such forth in NFS is possible, though again, not optimal both from a performance and risk standpoint (NFS server drops, your DB binaries vanish, your DB server drops even though the machine hosting it was fine). That's not how NFS works. If the NFS server vanishes, the NFS client hangs and waits for it to return. That is a design feature of NFS. The consistency of the databases is entirely dependency on the disk subsystem of the file server. I think hosting databases in NFS can cause serious problems - I seem to remember older versions of mysql wouldn't support that. I don't know if newer ones do...but I do know in the *very large* IT environment I worked in, all database servers hosted the DBs on their local disks or in filesystems hosted on disks (SANS?) attached via fibre-channel. I would never host a database server on anything but RAID protected disks with block level access (ie, local disks, iSCSI, etc). Database engines have been explicitly designed and optimized for this type of disk backend. That is starting to change, as a few new DB engines that are designed for network storage (like SimpleDB). But none I know of are production-ready. Could solid-state drives side-step the random-access issue with virtualization, or at least make it suck less? Haven't tried it yet, but my guess is no. However, I have put
[rt-users] RTFM: Remove the [Lookup Host/IP] from tickets.
Hello List, I have users complaining about the RTFM feature that adds inline links for searching for other tickets by a host, while this is extremely useful, it also renders the ticket text useless for copy/pasting. This is really a lame question, but I have been digging for a while, and cannot find a way to disable this feature. Thanks, Bill ___ 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] RTFM: Remove the [Lookup Host/IP] from tickets.
Ruslan, Thanks for the information. Worked like a charm. For future usage: Def file : $RTHOME/local/plugins/RT-IR/etc/RTIR_Config.pm Variable: Set(@Active_MakeClicky, qw(MakeClicky stuff here)); Current: Set(@Active_MakeClicky, qw()); Thanks, Bill On Tue, Jul 28, 2009 at 9:20 AM, Ruslan Zakirov ruslan.zaki...@gmail.comwrote: It's RTIR's feature and can be adjusted using MakeClicky config option. I think these additional clicky things are defined in RTIR_Config.pm. You can set your clicky set via RT_SiteConfig.pm. On Tue, Jul 28, 2009 at 8:11 PM, William Graboyeswilliam.grabo...@theportalgrp.com wrote: Hello List, I have users complaining about the RTFM feature that adds inline links for searching for other tickets by a host, while this is extremely useful, it also renders the ticket text useless for copy/pasting. This is really a lame question, but I have been digging for a while, and cannot find a way to disable this feature. Thanks, Bill ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT for Project Management
Bryan, I've one acronym for you ITIL. It works for supporting huge dotcoms, all the way to small projects. Typically you want queues that pertain to the type of project that is being managed, you can spawn child tickets from parent tickets for use if sending to different groups. etc... Google ITIL... you may thank me for it. Thanks, Bill Graboyes On Thu, Jul 23, 2009 at 12:00 PM, Bryan Ellinger ellin...@adi.com wrote: All, I would like to get started using RT for PM of a hardware, software integration project. There has been talk on this list about using RT for project management. However, I have not read much about how others are doing it. For instance, what is the most sensible way to set up queues? It seems like it might be good to give each group, e.g. SW engineering, HW engineering, Applications Engineering etc., their own queue. But how would one determine which tickets belong to which of many possible projects? Should each project have it's own queue instead? Anyone care to share how they apply RT to their general PM processes? It would be a big help to me. Sincerely, Bryan Bryan D. Ellinger ellin...@adi.com Applications Engineer Applied Dynamics International 3800 Stone School Road Ann Arbor, MI 48108 734.973.1300 ext. 289 734.668.0012 Fax http://www.adi.com, mailto:supp...@adi.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 ___ 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] Email Not Been Able To Be Sent On Comment
Varun, Just to be clear, Comments - Internal memo to whom ever, is meant for internal tracking and notation of ticket progression, these are only sent to people who are AdminCC's. Correspondences - reply to CC's, AdminCC's, and requester. This is in most RT installs. In context to your info messages below, most of the RT systems are smart enough not to send an e-mail to the person making the comment. So if you are the ticket owner, and you are making a comment, then it will not send an e-mail to you. If you are an AdminCC and are making the comment, the system will not send you an e-mail. If you are doing anything that is adding context to the ticket, the system will not send you an e-mail. Thanks, Bill sorry forgot to include the rt-users list On Mon, Jul 13, 2009 at 10:21 PM, Varun varun.v...@elitecore.com wrote: Hello All I am facing one problem in my RT it was running fine but from past few days we are encountering problem of not been able to sent email to cc on adding comment to the ticket. We haven’t have made any changes regarding mail functionality but still I m not been able to find why mails are not delivered. When I enable debug mode I found one thing like /rt3/lib/RT/Action/SendEmail.pm:274) [Tue Jul 14 05:04:42 2009] [info]: rt-3.6.3-5831-1247547881-113.124038-20...@cyberoam.com #124038/2088763 - Scrip 202 Notify Owner on Comment Added (/opt/rt3/lib/RT/Action/SendEmail.pm:243) [Tue Jul 14 05:04:42 2009] [info]: rt-3.6.3-5831-1247547881-113.124038-20...@cyberoam.com No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) [Tue Jul 14 05:02:40 2009] [info]: rt-3.6.3-5881-1247547760-1492.124033-...@cyberoam.com #124033/2088759 - Scrip 2 (/opt/rt3/lib/RT/Action/SendEmail.pm:243) [Tue Jul 14 05:02:40 2009] [info]: rt-3.6.3-5881-1247547760-1492.124033-...@cyberoam.com No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) I am not been able to find why this scrip are failing in sending mail which were previously running. Thanks Regards Varun Vyas Software Engineer – Elitecore technologies ___ 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 -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 ___ 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::Extension::SLA -- problems
Hi all, I am having a problem with the SLA module. Any time we change a due date, The SLA module changes it back to the prescribed due date in the config file. Is there any way to change this behavior? RT Version: 3.8.4 -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 ___ 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::Extension::SLA -- problems
Hi Ruslan,
What are you trying to achive?
We have some SLA Categories that the due dates are as mutually agreed upon
Thus they are sending a due date along with the ticket.
How is extension is configured?Set( %ServiceBusinessHours, (
'Default' = {
0 = {
Name = 'Sunday',
Start = undef,
End = undef
},
1 = {
Name = 'Monday',
Start = '08:00',
End = '17:30'
},
2 = {
Name = 'Tuesday',
Start = '08:00',
End = '17:30'
},
3 = {
Name = 'Wednesday',
Start = '08:00',
End = '17:30'
},
4 = {
Name = 'Thursday',
Start = '08:00',
End = '17:30'
},
5 = {
Name = 'Friday',
Start = '08:00',
End = '17:30'
},
6 = {
Name = 'Saturday',
Start = undef,
End = undef
},
}
)
);
Set( %ServiceAgreements, (
Default = 'Severity 2',
QueueDefault = {
'Incoming' = 'Severity 1',
'Availability Management' = 'Severity 2',
'Change Management' = 'Severity 2',
'Development Management' = 'Severity 2',
'Monitoring Management' = 'Severity 2',
'Operations Management' = 'Severity 2',
'Problem Management' = 'Severity 2',
'Project Managment' = 'Severity 2',
'Release Management' = 'Severity 2',
},
'Levels' =
{
'Severity 1' = {
StartImmediately = 1,
OutOfHours = {
Response = {
RealMinutes = 15*1
},
},
Respond = {
RealMinutes = 10*1
},
Resolve = {
RealMinutes = 60*1
},
},
'Severity 2' = {
StartImmediately = 1,
Respond = {
RealMinutes = 20*1
},
Resolve = {
RealMinutes = 60*8
},
},
'Severity 3' = {
StartImmediately = 1,
Respond = {
BusinessMinutes = 20*1
},
Resolve = {
BusinessMinutes = 60*8
},
},
'Severity 4' = {
StartImmediately = 1,
Respond = {
BusinessMinutes = 60*8
},
},
'RCA' = {
StartImmediately = 1,
Respond = {
BusinessMinutes = 20*1
},
Resolve = {
BusinessMinutes = 60*8
},
},
'Site Operation Requests' = {
Respond = {
BusinessMinutes = 20*1
},
Resolve = {
BusinessMinutes = 60*1
},
},
'Site Project Requests/Enhancements' = {
Respond = {
BusinessMinutes = 20*1
},
},
'Project Support Requests' = {
Respond = {
BusinessMinutes = 60*1
},
},
'Housekeeping/ Maintenance' = {
Respond = {
BusinessMinutes = 60*1
},
},
'External access' = {
Respond = {
BusinessMinutes = 60*8
},
Resolve = {
BusinessMinutes = 60*8
},
},
}
)
);
I want to know more about use case to understand if it's possible to
improve this extension.
The use case is as explained more or less above, where the due date is
determined either via the logging and classification of the ticket, or via
contact with the requester. Most of the service levels that we have do have
very hard due dates, just a couple of categories have soft due dates.
Sometimes the due dates need to move, even in the categories that have hard
SLA due dates, simply because of incomplete information from the requester.
While we are on the topic of improvements.
I would also like to see the due date shift the amount of time that the
ticket was stalled upon re-open. For our organization we use the stalled
status to indicate that the ball is out of our court in other words we are
waiting for input from some other source.
Thanks,
Bill Graboyes
On Mon, Jul 6, 2009 at 10:47 AM, Ruslan Zakirov ruslan.zaki...@gmail.comwrote:
Nope, cuz SLA extension is used to automate due date management. What
are you trying to achive? How is extension is configured? I want to
know more about use case to understand if it's possible to improve
this extension.
On Mon, Jul 6, 2009 at 9:12 PM, William
Graboyeswilliam.grabo...@theportalgrp.com wrote:
Hi all,
I am having a problem with the SLA module.
Any time we change a due date, The SLA module changes it back to the
prescribed due date in the config file.
Is there any way to change this behavior?
RT Version:
Re: [rt-users] RT::Extension::SLA -- problems
Hi Ruslan, Do I understand it right that you want to set resolve deadline manually and keep reply deadline from the config? The only thing that I have in mind and want to implement some day is manual resolve deadline. When a person sets due date on a ticket manually then this date used as resolve deadline and extension changes due dates according to the current doc. Hope that description is clear enough. Is it close to your requirements? I can not say that it will be in the next version or any time soon, dates guaranted only if it's sponsored work. Patches are always welcome at no charge. That sounds about right, basically I would think it could be as simple as an if-then check... something along the lines of, if SLA hasn't changed, then don't run the SLA date change... else run the sla date change. I may even attempt to hack it out. Yay, sandbox time. Sounds reasonable, but not sure how make this transparent and trigger re-open event. Too many variants for different workflows. It may be possbile to adjust scrips and come up with required setup even with the current version, but I'm not sure. Could just add it as a config flag, time stalls when stalled... when a ticket is coresponded to the ticket automagically changes state from stalled to open, really could just be a scrip action based on the change of state from stalled to opened. if the above was implimented, with a manual due date override, the latter would be fairly easy, just some simple time changes and math. Thanks, Bill Graboyes On Mon, Jul 6, 2009 at 1:52 PM, Ruslan Zakirov ruslan.zaki...@gmail.comwrote: On Mon, Jul 6, 2009 at 10:30 PM, William Graboyeswilliam.grabo...@theportalgrp.com wrote: Hi Ruslan, What are you trying to achive? We have some SLA Categories that the due dates are as mutually agreed upon Thus they are sending a due date along with the ticket. How is extension is configured?Set( %ServiceBusinessHours, ( [snip] ); I want to know more about use case to understand if it's possible to improve this extension. The use case is as explained more or less above, where the due date is determined either via the logging and classification of the ticket, or via contact with the requester. Most of the service levels that we have do have very hard due dates, just a couple of categories have soft due dates. Sometimes the due dates need to move, even in the categories that have hard SLA due dates, simply because of incomplete information from the requester. Do I understand it right that you want to set resolve deadline manually and keep reply deadline from the config? The only thing that I have in mind and want to implement some day is manual resolve deadline. When a person sets due date on a ticket manually then this date used as resolve deadline and extension changes due dates according to the current doc. Hope that description is clear enough. Is it close to your requirements? I can not say that it will be in the next version or any time soon, dates guaranted only if it's sponsored work. Patches are always welcome at no charge. While we are on the topic of improvements. I would also like to see the due date shift the amount of time that the ticket was stalled upon re-open. For our organization we use the stalled status to indicate that the ball is out of our court in other words we are waiting for input from some other source. Sounds reasonable, but not sure how make this transparent and trigger re-open event. Too many variants for different workflows. It may be possbile to adjust scrips and come up with required setup even with the current version, but I'm not sure. Thanks, Bill Graboyes On Mon, Jul 6, 2009 at 10:47 AM, Ruslan Zakirov ruslan.zaki...@gmail.com wrote: Nope, cuz SLA extension is used to automate due date management. What are you trying to achive? How is extension is configured? I want to know more about use case to understand if it's possible to improve this extension. On Mon, Jul 6, 2009 at 9:12 PM, William Graboyeswilliam.grabo...@theportalgrp.com wrote: Hi all, I am having a problem with the SLA module. Any time we change a due date, The SLA module changes it back to the prescribed due date in the config file. Is there any way to change this behavior? RT Version: 3.8.4 -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. -- Bill Graboyes On Assignment At:
Re: [rt-users] Reqest Tracker CentOS 5.3 setup
Hi Chanty, I shouldn't be doing this at the time of night it is currently... Disregard my ScriptAlias comment... and I have another question... Have you tried hitting rt.abc.com/rt ? Since it seems to work when you hit the server by IP. On Thu, Jul 2, 2009 at 11:51 PM, William Graboyes william.grabo...@theportalgrp.com wrote: Hi Chanty, First thing I notice is you have 2 slashes on your ScriptAlias line. And then the dumb question, as you didn't elaborate. You did reload the apache server after making the changes. What is the output in your error logs when you try to hit your RT server by name? What error does apache spit to the browser? Thanks, Bill G. On Thu, Jul 2, 2009 at 7:48 PM, ty chan chanty...@yahoo.com wrote: Hi Moseley, Here is my configuration on httpd.conf. VirtualHost 172.16.0.1:80 ServerName rt.abc.com DocumentRoot /opt/rt3/share/html ErrorLog /var/log/httpd/rt.abc.com_error CustomLog /var/log/httpd/rt.abc.com-access_log common AddHandler fastcgi-script fcgi ScriptAlias / /opt/rt3/bin/mason_handler.fcgi /VirtualHost but it doesn't work for me. note: http://172.16.0.1/rt is working fine. would you please advise on this issue? regards, chanty -- *From:* jmose...@corp.xanadoo.com jmose...@corp.xanadoo.com *To:* ty chan chanty...@yahoo.com *Cc:* rt-users@lists.bestpractical.com; rt-users-boun...@lists.bestpractical.com *Sent:* Thursday, July 2, 2009 8:43:42 PM *Subject:* Re: [rt-users] Reqest Tracker CentOS 5.3 setup Threre really isn't much difference in the Apache configuration if using a virtual host. Simply put the RT apache config in a virtual host stanza: VirtualHost _default_:80 ServerName somertserver.com RT config lines... /VirtualHost The above example would use the default IP of the server and listen on port 80. You could also add other lines so that RT has its own log file, etc. I believe there are several virtual host configuration examples in the wiki. James Moseley ty chan chanty...@yahoo. com To jmose...@corp.xanadoo.com, Grant 07/02/2009 02:11 Deters gdet...@usd250.org AMcc rt-users@lists.bestpractical.com, rt-users-boun...@lists.bestpractica l.com Subject Re: [rt-users] Reqest Tracker CentOS 5.3 setup Hi Moseley, You guid how to configure virtualhost on apache for RT also. best regards, chanty ___ 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 -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 ___ 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 Search
Hello Bahsir, (Owner = 'userB' OR Owner = 'userA') AND (Status = 'Resolved) Pop that into your advanced tab, hit apply, and you are good to go. Thanks, Bill G. On Fri, Jul 3, 2009 at 3:42 AM, Bashir Jahed bashir.ja...@nha.co.za wrote: Hi Everone, I want to do a search based on the following: Tickets resolved by userA and userB and userC where tickets status is resolved and ticket was created after 2009-06-01 I am able to search for one user at a time, if I do userA and UserB it searches tickets that are owned by userA and UserB Can someone help please? ___ 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 -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 ___ 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 stop search displaying tickets the user doesn't have permission to see in the results
Howdy John, From my understanding this is a feature of RT, There isn't much one can do about it, the settings aren't granular enough to cover what a single user has the right to see, high up on my wish list is something along the lines of what you are looking for, I would love to be able to limit users to viewing only tickets in a certian queue, or even better as we run an open system here, the ability to say this user can only view his tickets. But dreams are dreams, and when you are like me, and I am not a perl coding maven, there isn't much you can do about it. Bill Graboyes On Tue, May 12, 2009 at 5:05 PM, john habermann john.haberm...@wilderness.org.au wrote: Hi I am having a problem where the unowned search is not restricting its results to only tickets that are in queues the user has the see ticket permission for. This is causing the unowned ticket list to not display any tickets in the rt at a glance page if another queue has 10 more recent unowned tickets in it. It affects any search in rt for example If you search for something in the quick search you get it saying that 5 tickets matched the search but only displaying 1 ticket in the list because 4 of the tickets would be in queues for which the user has no permission to see tickets. I have gone through global permissions and queue permissions trying to figure out how I can control this behaviour but not have not been successful. The 'see queue' and 'show tickets' permission are only set on a per queue basis to the group that is working on that queue. I think I must have broken something though in setting up my permissions as I don't remember this being the initial behaviour of the unowned tickets search. Thanks for any help. -- John Habermann Internet Programmer, System Administrator The Wilderness Society Inc http://www.wilderness.org.au ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
