Re: [rt-users] Input from any other University or similar
Bob Goldstein wrote: With our current experience with our implementation, we have been considering some sort of Federated solution -- entirely separate instances of RT that know about each other and that can communicate effectively (transfer/link tickets). Not sure what entirely separate means, if you can transfer tickets. Yeah that was a bit unclear. We are considering an extension which would allow you to transfer a ticket to an other instance (separate database, etc) of RT. We do set up entirely separate instances (same core codebase, but separate databases, separate config files, separate customized code (of which there is little) for departments. But they are truly separate, no transfer of tickets. I tell people I don't want to set up multiple instances in a single department, in part because they probably do want to transfer tickets, even if they don't know it yet. Do you charge departments for the service? How are you hosting the various instances? We've considered dedicated servers, dedicated VMs, or a cluster of that services multiple vhosts. jbw ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Input from any other University or similar
All, I've been running RT in production for almost 2 years in a fairly large implementation for just the University of Washington's Computing and Communications (central IT infrastructure). We're just about to 220K tickets, after a fairly slow roll out. Last week we had more than 2700 new tickets -- and that is during Summer our slowest period. But now we're in the process of investigating offering RT as a service to the rest of the campus, which would involve supporting several similarly sized departments, and many smaller departments. I am curious if there is anyone else on the list that is currently doing something similar. With our current experience with our implementation, we have been considering some sort of Federated solution -- entirely separate instances of RT that know about each other and that can communicate effectively (transfer/link tickets). Any input or experience would be useful. Thanks, -- Joby Walker CC SSG, University of Washington ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Perl/PHP Web Developer Position
(sorry for the cross-post) We have two open web developer positions within my group at the University of Washington (Seattle, WA). These jobs are both permanent, full-time positions. The job would be part of a small team that develops/supports web applications for the larger organization. We are primarily looking for a developer with a couple years of experience with PHP and/or Perl that has excellent communication skills. RT experience would be a significant plus as we develop/maintain a large instance of RT for Computing Communications (my parent department) and there is a strong desire on campus that we offer RT as a service to the broader UW community. The full posting is here: https://uwhires.admin.washington.edu/eng/candidates/default.cfm?szCategory=jobprofileszOrderID=32479szCandidateID=0 or if you already have a uwhires account you can just go to: https://uwhires.admin.washington.edu/ and search for Req# 32479 If you have any questions feel free to email me personally not the RT lists. All applications need to go through the uwhires site. -- Joby Walker CC SSG, University of Washington ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Dev Prod RT
I strongly recommend using some sort of version control. Our RT installation is the combination of 8 separate projects stored within an SVN repository: 1) rt/bp: the best practical RT distribution + some RTx extensions. 2) rt/cac/html: the local/html directory 3) rt/cac/lib: the local/lib directory 4) rt/conf/status: config directives for development level (Develmode) 5) rt/conf/db: config directives for database connection 6) rt/conf/base: remaining configuration directives 7) rt/bin: some management scripts (mostly run from cron). 8) rt/perl: the perl installation that rt uses Then our milestones are a combination of specific releases of each project. Being able to easily revert to a previous milestone has saved our ass a couple times. jbw Toby Darling wrote: Hi My bigger concern is when i go to add things to the interface, or generally muck around in RT :) The Interface stuff tends to be editing files in /opt/rt3/local so your rsync should work there. http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT I've been using plain old scp between dev and prod, mainly because there's usually other stuff in dev that isn't ready for prod just yet. We're now looking at going to 3.6.x and I'm thinking about changing this and using CVS - commit on dev, update on prod; and it would also give a nice trail of how files change over time (there's one file that's had 3 edits for 3 separate tweaks, but 6 months down the line and I'm having trouble figuring what's doing what). Any thoughts? Cheers Toby ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Re: Autoreply not working when submission passes through aliases
Is your script using the Autoreply to Requestors action? If not then the the general NotifyActor configuration setting will take precedence and the Actor will be stripped from the mail. And with no recipients an email message is aborted. Joby Walker CC SSG, University of Washington David Langenberg wrote: David Langenberg wrote: Hi All, Version: RT 3.6.1 I'm having an issue with autoreply. Let's say I have a queue setup called foo. This queue has a submission address of [EMAIL PROTECTED] I also have queue foo setup to send an autoreply on create back to the requester. Everything works fine, mail to [EMAIL PROTECTED] causes the tickets to be created and autoreplies to be sent, now the problem. Foo used to be a mailing list with an additional top level alias on it. So we had [EMAIL PROTECTED] - [EMAIL PROTECTED] We're now going to handle all requests to foo via rt, so I've setup [EMAIL PROTECTED] as the only member of the list [EMAIL PROTECTED] Now, if I send a message to [EMAIL PROTECTED] or [EMAIL PROTECTED] RT creates a ticket, correctly recognizes the address I used (this address doesn't have an RT account associated with it) as the requester, but doesn't send the autoreply. The logs show the familiar message Sorry -- forgot the rest of the log message:No recipients found. Not sending. Dave ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Question about ticket gone CRAZY
This has happened a couple times for us. The following works well to delete an entire range of tickets. Note this is for PgSQL, other DB may require different syntax. delete from attachments where transactionid IN ( select tx.id from transactions tx, tickets t where tx.objecttype='RT::Ticket' AND tx.objectid=t.id AND t.effectiveid= insert ticket number AND tx.id = insert first transaction to delete AND tx.id = insert last transaction to delete ); delete from transactions where id IN ( same subselect as above ); You the first time you run them you might want to replace the delete with select *, just to make sure you are deleting what you want to delete. Joby Walker CC SSG, University of Washington Jay Vlavianos wrote: I have a ticket that received 2500 replies on accident that I can no longer manage. Apparently one of my admins had his personal email forwarding to his home email which went offline. I am not sure how it got into a loop, but it created the monster trail of history that makes it unloadable. Is there any way to remove this history and gracefully close the ticket? Ideally I could keep the ticket itself, instead of deleting it from the database, but if that is what it takes J Any help is greatly appreciated! -Jay Jay Vlavianos Production Operations 415.277.3515 [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] I've just decided to switch our Friday schedule to Monday, which means that the test we take each Friday, on what we learned during the week, will now take place on Monday, before we've learned it. But, since today is Tuesday, it doesn't matter in the slightest.Mr. Turkentine ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Performance on PostgreSQL
Vivek Khera wrote: On Oct 13, 2006, at 6:48 PM, Joby Walker wrote: OIDs were used to get the id of the last insert. The was abandoned because of pgsql 8.1, but it was a horrible way to get the last id anyway. Current versions of SB insert the row and then get the current value of the sequence associated with that table. This is much faster and *should* be safe. Does it actually query the sequence or does it just pull the last insert id from the connection's return status? if the former, then it is not multi-thread safe, if the latter then it is faster than your method of pulling a sequence then doing insert (one trip to DB vs. two). As was pointed out to me the current value function returns the last value used for that connection, so from the pgsql side it is multithread safe -- but I don't know how using a connection pooling system like SQLRelay impacts things (because we might use a sqlrelay in the future is one of the reasons I modified our instance of SB). Pgsql returns the number of rows inserted or if the count is one and the table has oids it returns the oid of the row -- it doesn't return the PK of the table. This is why SB previously made the OID query. http://www.postgresql.org/docs/8.1/interactive/sql-insert.html jbw ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Performance on PostgreSQL
OIDs were used to get the id of the last insert. The was abandoned because of pgsql 8.1, but it was a horrible way to get the last id anyway. Current versions of SB insert the row and then get the current value of the sequence associated with that table. This is much faster and *should* be safe. I've patched our SB (1.36) to work like most of the other db object abstraction systems I've used -- get the next val of the sequence and then use the value in the insert, this will be correct everytime and in all setups. It is also faster than the default SB-1.36. Joby Walker CC SSG, University of Washington Kenneth Marshall wrote: Vivek, I was as surprised as you. It may have been the result of migrations from older versions of RT to newer versions. We started at 3.2, are currently running 3.4.5, and are preparing to migrate to 3.6.x. If the OIDs are not needed, I would like to drop them in our migration to 3.6.x. This is with an older version of searchbuilder (1.36) on the 3.4.5 system. We could not upgrade to a newer version because it caused our DB queries to fail. Do you think that it is safe to remove the oid column? Ken ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Mailgate with pubcookie
Jasen M. Lentz wrote: All, I noticed since I got pubcookie working, it broke mailgate because the url requires authentication. How do I fix this? Allow localhost access without having to authenticate. We have a separate virtual host setup for localhost access that has no authentication. Joby Walker CC SSG, University of Washington ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.6 performance problems
Jackie Hamilton wrote: mysql SELECT * FROM ACL WHERE RightName = 'OwnTicket' order by ObjectId; +-+---+-+---++--+-+---+ | id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId | DelegatedBy | DelegatedFrom | +-+---+-+---++--+-+---+ | 220 | Group | 3 | OwnTicket | RT::Queue | 12 | 0 | 0 | +-+---+-+---++--+-+---+ mysql select id,Name,Created,LastUpdated,Disabled from Queues where id in (1,3,4,5,6,7,9,10,11,12,13,15); +++-+-+--+ | id | Name | Created | LastUpdated | Disabled | +++-+-+--+ | 12 | research | 2005-02-18 15:50:25 | 2005-02-21 12:40:33 |0 | +++-+-+--+ How do I fix this so the Owner list doesn't consist of every user in the db? What should I be looking for, here? This is your problem. You have given Everyone (Principal id 3) the right to own ticket in the research queue. Joby Walker CC SSG, University of Washington ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT with pubcookie/External Auth
By 'eternal loop' do you mean that that the browser gets redirected between your weblogin server and your rt instance? If so this is a problem with how you set up pubcookie, most likely your keys are not properly setup so that you cannot decode the the cookies properly. Check your Apache logs. Joby Walker CC SSG, University of Washington Jasen M. Lentz wrote: Alan.. I did modify the variables. I'm wondering if I messed something up in the ssl.conf or httpd.conf... It is SSL based as well. As I stated, I may have messed a config up. I had to put it in both the httpd.conf and ssl.conf. If I use pubcooklie in the SSL file, it causes an eternal loop. Would you like for me to send you a copy of my configs? Maybe I'm missing something... Thanks! JML -Original Message- From: Alan Sparks [mailto:[EMAIL PROTECTED] Sent: Monday, September 11, 2006 6:26 PM To: Jasen M. Lentz Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT with pubcookie/External Auth Jasen M. Lentz wrote: I am running the following: FC5 RT 3.6.0 Apacke2 Newest pubcookie I have pubcookie working, but the external auth is not working with RT and I have modified the external Auth values in RT_Siteconfig.pm. The problem is, I get asked for my pubcookie login and password, it accepts them, but then I get dumped to an RT login box. Any suggestions on what could be wrong? Works for me, at least for RT 3.6.1, Apache 2.0, CentOS 3, and Pubcookie 3.3.1. Couple of things to consider... * You've modified the site config variables WebExternalAuth, WebFallbackToInternalAuth, and maybe WebExternalGecos and WebExternalAuto? * Your RT instance is set up as SSL-based (https) and WebBaseURL and WebPort are appropriate? Pubcookie by design (except if you compile it explicitly to do so) only works with SSL-based URLs. -Alan -- Alan Sparks, UNIX/Linux Systems Integration and Administration [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 3.6.0 speed improvements
Mike Taht wrote: 2) Still, it was fetching all those files on every request, and arguably the only one that ever changes is the main web page. Is there a better way to do this? Still using 3.4.x, but we've modified the local/html/NoAuth directory so that the content does not need to be parsed by a mason (e.g., the css files), and then added: Alias /NoAuth/ /data/rt/local/html/NoAuth/ Directory /data/rt/local/html/res AllowOverride None order deny,allow allow from all /Directory before the rest of the RT directives. Thus apache is handling the content directly rather than letting Mason unnecessarily use CPU, IO, and bandwidth. Joby Walker CC SSG, University of Washington ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
