Re: [rt-users] RT 4 on Amazon EC2

[François Meehan]

I found a work around, instead of Apache I use NGINX and that works.

Little did I know that sending mail from an EC2 instance is problematic to
say the least.

Thanks all for your help.

On Tue, Feb 21, 2017 at 2:11 PM, François Meehan  wrote:

> Hi,
>
> I have restored a production instance of RT to an Amazon EC2 t2.small
> virtual machine. It has 2 Gig of RAM.
>
> I can’t get Apache with Mod_FCGI to work but RT will run ok when using the
> stand alone server.
>
>
> There are no error message to help.
>
> One particularity of EC2 is that is does not have a memory Swap file
> configured. I wonder if this can cause the issue.
>
> Has anyone successful at running RT 4 on EC2?
>
> Thanks in advance,
>
> --
>
> [image: VuWall]  *François MEEHAN*
> IT Administrator
> Administrateur TI T: +1 514-505-4436 <(514)%20505-4436>
> Skype: VuWall-Support
>



-- 

[image: VuWall]  *François MEEHAN*
IT Administrator
Administrateur TI T: +1 514-505-4436
Skype: VuWall-Support

Re: [rt-users] RT 4 on Amazon EC2

[Landon Stewart]

On Feb 22, 2017, at 4:09 AM, Peter Nikolaidis 
> wrote:

Sorry- too quick with the send button. I did have to add a separate swap 
partition because my instance was indeed running out of memory. I also was not 
able to quickly get fcgi working, so I just moved on with standard Apache2. I 
am using the Amazon Ubuntu AMI.

Is there any interesting output from the command 'dmesg'?  Interesting messages 
might include 'signal 13' or other things related to memory issues.

Also what multi-processing module are you using?  Check the output of 'httpd 
-V' for the 'Server MPM' line.  It should be prefork and you should tune the 
configuration of that to use less resources if not already done.

--
Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ®
 lstew...@internap.com
 www.internap.com

Re: [rt-users] RT 4 on Amazon EC2

[Peter Nikolaidis]

Sorry- too quick with the send button. I did have to add a separate swap 
partition because my instance was indeed running out of memory. I also was not 
able to quickly get fcgi working, so I just moved on with standard Apache2. I 
am using the Amazon Ubuntu AMI.
Peter

--
Peter Nikolaidis, CISSP, GCFE, GCIH, GPPA, GSNA
http://ParadigmCC.com
Ph: 617.517.2940




On Tue, Feb 21, 2017 at 2:11 PM -0500, "François Meehan"  
wrote:










Hi, 
I have restored a production instance of RT to an Amazon EC2 t2.small virtual 
machine. It has 2 Gig of RAM. 
I can’t get Apache with Mod_FCGI to work but RT will run ok when using the 
stand alone server. 

There are no error message to help. 
One particularity of EC2 is that is does not have a memory Swap file 
configured. I wonder if this can cause the issue. 
Has anyone successful at running RT 4 on EC2?
Thanks in advance, 
-- 


















François MEEHAN
IT Administrator
Administrateur TI


T: +1 514-505-4436
Skype: VuWall-Support

Re: [rt-users] RT 4 on Amazon EC2

[Peter Nikolaidis]

Hi François,
I just recently moved back to RT after three years of coping with ConnectWise 
and Autotask. I am presently running RT/Apache on a t2 nano and Postgres on 
another t2 nano instance. I have not noticed the behavior you reported, but 
have noticed that, sometime in the last week or so, apache2ctl restart no 
longer works, but /etc/init.d/apache2ctl restart does. I haven't had time to 
investigate this yet. 
Best,
Peter 

--
Peter Nikolaidis, CISSP, GCFE, GCIH, GPPA, GSNA
http://ParadigmCC.com
Ph: 617.517.2940
_
From: François Meehan 
Sent: Tuesday, February 21, 2017 2:11 PM
Subject: [rt-users] RT 4 on Amazon EC2
To:  


Hi, 
I have restored a production instance of RT to an Amazon EC2 t2.small virtual 
machine. It has 2 Gig of RAM. 
I can’t get Apache with Mod_FCGI to work but RT will run ok when using the 
stand alone server. 

There are no error message to help. 
One particularity of EC2 is that is does not have a memory Swap file 
configured. I wonder if this can cause the issue. 
Has anyone successful at running RT 4 on EC2?
Thanks in advance, 
-- 




François MEEHAN
IT Administrator
Administrateur TI   
 T: +1 514-505-4436
Skype: VuWall-Support   
 

Re: [rt-users] RT 4 on Amazon EC2

[Andrew Huddleston]

I had this issue the other day using Amazon Linux AMI.  Stand alone server 
would run, but httpd would spike to 100+% cpu, no error, no logs, no output.. 
eventually I gave up and used the Centos7 AMI, worked like a dream first time. 
I now run rt4 in aws.

Andrew Huddleston

On 22 Feb 2017, at 6:12 am, François Meehan 
> wrote:

Hi,

I have restored a production instance of RT to an Amazon EC2 t2.small virtual 
machine. It has 2 Gig of RAM.

I can’t get Apache with Mod_FCGI to work but RT will run ok when using the 
stand alone server.


There are no error message to help.

One particularity of EC2 is that is does not have a memory Swap file 
configured. I wonder if this can cause the issue.

Has anyone successful at running RT 4 on EC2?

Thanks in advance,

--

[VuWall]François MEEHAN
IT Administrator
Administrateur TI   T: +1 514-505-4436
Skype: VuWall-Support



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Re: [rt-users] RT 4.x multi-instances

[Alex Vandiver]

On Sat, 14 Mar 2015 13:30:54 -0400 Gaston Huot gas...@huot.me wrote:
 Hello.
 
 Is there something new about running 2 RT-4.x instances on the same
 installation ?
 Most comments are quite outdated, including the wiki.
 
 Someone doing it using version 4.x ?

Just install into two directories and use one of the fastcgi solutions;
mod_perl does not support multiple instances.
 - Alex

Re: [rt-users] RT 4.x multi-instances

[Markus . Wildbolz]

Hello!

We are running two instances of RT (4.2.9 with MySQL) as two completely 
separated installs (the installation is done in two different 
directories).
Access is separated through Apache Alias configuration.

We haven't had problems in the past, all is working fine...


BR,
Markus

Re: [rt-users] RT 4 Translation problem

[Jan Niezbędny]

2013/1/22 Kevin Falcone falc...@bestpractical.com:
 On Mon, Jan 21, 2013 at 09:51:55AM +0100, Jan Niezbędny wrote:
 On 10/31/2012 12:58 PM, trs wrote:
 This is a bug; those saved search names aren't properly localized in the
 source. Sorry for the hassle. I opened a bug for you:
 http://issues.bestpractical.com/Ticket/Display.html?id=21377

 Is It done? Because I still have problem with that.

 I don't see any notes on the ticket, so I don't believe it has been
 worked on.

Ok, but it will be done in the near future?

 Also i found a few new expressions that i can't catch in language file
 and translate.
 2. Localization: Some ticket-Ticket metadata-People [picture 1]

 Nobody in Particular is the Real Name of the Nobody user.
 If you want to change it for your system, change it.  It's like Root
 has the name Enoch Root.  Running full user names through the
 localisation system seems fraught with peril.


I try change it for Nobody but I got this messege (picture 4)

 1. Localization: Some ticket-People [picture 0]
 3. Localization: Some ticket-Reply (to requestor) [picture 2]

 These two should get added to the ticket.
 You can send email to it, since you're a Requestor you should have
 mail to reply to.  You can also log in as guest and add a reply with
 screenshots.


Ok, but I don't have any information about this ticket, because I
can't see on my email information about starting the ticket. Maybe my
address is not added or something. If you can, please add this new
informaction to ticket.
BTW. How to login as a guest?


Regards,
Jan
attachment: 4.png

Re: [rt-users] RT 4 Translation problem

[Kevin Falcone]

On Mon, Jan 21, 2013 at 09:51:55AM +0100, Jan Niezbędny wrote:
 On 10/31/2012 12:58 PM, trs wrote:
 This is a bug; those saved search names aren't properly localized in the
 source. Sorry for the hassle. I opened a bug for you:
 http://issues.bestpractical.com/Ticket/Display.html?id=21377
 
 Is It done? Because I still have problem with that.

I don't see any notes on the ticket, so I don't believe it has been
worked on.

 Also i found a few new expressions that i can't catch in language file
 and translate.
 2. Localization: Some ticket-Ticket metadata-People [picture 1]

Nobody in Particular is the Real Name of the Nobody user.
If you want to change it for your system, change it.  It's like Root
has the name Enoch Root.  Running full user names through the
localisation system seems fraught with peril.

 1. Localization: Some ticket-People [picture 0]
 3. Localization: Some ticket-Reply (to requestor) [picture 2]

These two should get added to the ticket.
You can send email to it, since you're a Requestor you should have
mail to reply to.  You can also log in as guest and add a reply with
screenshots.

-kevin


pgpnWvdjvE_wD.pgp
Description: PGP signature

Re: [rt-users] RT 4 Translation problem

[declaya]

Hi Jan,

make sure you didn't forget to clear the Mason cache (/path to your
rt/var/mason_data/obj).
I also forget it sometimes and wonder why my German translations won't work.
;)

Hope this helps!
Have a nice evening!
declaya

   

-- 
View this message in context: 
http://old.nabble.com/RT-4-Translation-problem-tp34624758p34625441.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


We're hiring! http://bestpractical.com/jobs

Re: [rt-users] RT 4 Translation problem

[Kevin Falcone]

On Wed, Oct 31, 2012 at 10:43:10AM -0700, declaya wrote:
 
 make sure you didn't forget to clear the Mason cache (/path to your
 rt/var/mason_data/obj).
 I also forget it sometimes and wonder why my German translations won't work.
 ;)

If folks have translation updates, it'd be awesome to have them
contributed back to launchpad so we can pull them into core.

https://translations.launchpad.net/rt
You may need to click on 'view all translations'

-kevin


pgpafgNszDfGA.pgp
Description: PGP signature

We're hiring! http://bestpractical.com/jobs

Re: [rt-users] RT 4 Translation problem

[Thomas Sibley]

On 10/31/2012 08:32 AM, Jan Niezbędny wrote:
 I wanna translate a few english names to polish and it goes quite
 good. But i have problem to translate words from
 user-settings-seaved searches-My Tickets, Unowned Tickets and
 Bookmarket Tickets. I found one of them in right file with polish
 translation share/po/pl.po and put there polish words:
 msgid My Tickets
 msgstr Moje zgłoszenia
 But it doesn't change anything. Other two names i can't even find in this 
 file.
 
 Maybe somebody knows how to change this words. I really appreciate any help

This is a bug; those saved search names aren't properly localized in the
source.  Sorry for the hassle.  I opened a bug for you:
http://issues.bestpractical.com/Ticket/Display.html?id=21377

As Kevin notes, if you're improving the Polish translation, it'd be
wonderful if you contributed your changes back to the community.  There
are instructions here for helping out:
http://requesttracker.wikia.com/wiki/TranslationRosetta and the
translation tool itself is at: https://translations.launchpad.net/rt/4.0

Thomas


We're hiring! http://bestpractical.com/jobs

Re: [rt-users] RT 4 Upgrade Slow Performance - CustomFields?

[Ruslan Zakirov]

On Fri, Jun 1, 2012 at 12:07 AM, Nathan Baker bak...@gmail.com wrote:
 Thanks Kenn, I checked and didn't see any permissions globally set for
 everyone, except the Create Ticket right is set for Everyone on each of our
 queues.

 I made a few more changes though and am considering the problem fixed at
 this point.  I found that the system was doing a lot of memory swapping,
 even though I increased the memory from 512MB with RT 3.8.8 (and MySQL) to
 2GB with 4.0.5 (and Postgresql).  I disabled all debugging and heavy
 logging, and adjusted the Apache configuration to increase the
 KeepAliveTimeout to 60 and reduce the MinSpareServers and MaxSpareServers.
  The apache processes were using between 60-100MB each (because of modperl I
 think), so if you have 15 apache processes running that's potentially 1.5GB.
  After making that change the system is lightning fast again.  I still
 might add 1-2GB of memory just to be safe, I just didn't think that much
 should be necessary.

It shouldn't be necessary if you know how to fit things in.

You don't want KeepAliveTimeout to be very high. Keep alive at 60
seconds means that user when touched apache process holds it from
serving other users for 60 seconds even if he doesn't do anything. 10
users hit the server within a minute - you need 11 apache processes to
serve next user. Your deployment is not configured for such values.

For big keep alive values you need two step processing with light
frontend and heavy backend. Frontend keep connections open and can
hold many of them with low footprint. For example take a look at the
following blog post:
http://blog.webfaction.com/a-little-holiday-present, especially memory
footprint chart.

As the backend you either use FCGI server running RT, your current
apache setup or something else.

Take a look at the following extension:

http://search.cpan.org/~ruz/RT-Extension-Nginx-0.02/lib/RT/Extension/Nginx.pm#FEATURES

It generates config for nginx where a few features of the server and
knowledge of RT are used to lower memory footprint, increase
concurrency, lower page load times.

 I also have rt-clean-sessions running every night, which should help some.

 Thank you everyone that helped!

-- 
Best regards, Ruslan.

Re: [rt-users] RT 4 Upgrade Slow Performance - CustomFields?

[Nathan Baker]

Ruslan,

I agree with your recommendation in general for most installations,
especially ones larger than ours.  I don't think increasing the
KeepAliveTimeout is necessary anymore now that I fixed the swapping issue,
because the initial page load does not take a long time anymore.  However,
for our environment I know that there will never be more than 5 people
accessing the site at once, so we will never run into the scenario you were
giving as an example.  The reason I left the KeepAliveTimeout at 60 was
because I'd like to have it as fast as possible once a user starts doing
something, and I think a user could look at a ticket for more than 15
seconds (the default KeepAliveTimeout in my apache configuration) and then
continue on, but it's not as likely they would take longer than 60 seconds
in between clicks.  For our environment it would be fine to have 5 apache
processes dedicated for 5 users at once.

Thanks for the information on the lightweight front-end, it looks like it
would help a lot, although I think it might be overkill for our relatively
small installation.

-Nate

On Sat, Jun 2, 2012 at 6:00 PM, Ruslan Zakirov r...@bestpractical.comwrote:

 It shouldn't be necessary if you know how to fit things in.

 You don't want KeepAliveTimeout to be very high. Keep alive at 60
 seconds means that user when touched apache process holds it from
 serving other users for 60 seconds even if he doesn't do anything. 10
 users hit the server within a minute - you need 11 apache processes to
 serve next user. Your deployment is not configured for such values.

 For big keep alive values you need two step processing with light
 frontend and heavy backend. Frontend keep connections open and can
 hold many of them with low footprint. For example take a look at the
 following blog post:
 http://blog.webfaction.com/a-little-holiday-present, especially memory
 footprint chart.

 As the backend you either use FCGI server running RT, your current
 apache setup or something else.

 Take a look at the following extension:


 http://search.cpan.org/~ruz/RT-Extension-Nginx-0.02/lib/RT/Extension/Nginx.pm#FEATURES

 It generates config for nginx where a few features of the server and
 knowledge of RT are used to lower memory footprint, increase
 concurrency, lower page load times.

 --
 Best regards, Ruslan.

Re: [rt-users] RT 4 Upgrade Slow Performance - CustomFields?

[Nathan Baker]

Thanks Kenn, I checked and didn't see any permissions globally set for
everyone, except the Create Ticket right is set for Everyone on each of our
queues.

I made a few more changes though and am considering the problem fixed at
this point.  I found that the system was doing a lot of memory swapping,
even though I increased the memory from 512MB with RT 3.8.8 (and MySQL) to
2GB with 4.0.5 (and Postgresql).  I disabled all debugging and heavy
logging, and adjusted the Apache configuration to increase the
KeepAliveTimeout to 60 and reduce the MinSpareServers and MaxSpareServers.
 The apache processes were using between 60-100MB each (because of modperl
I think), so if you have 15 apache processes running that's potentially
1.5GB.  After making that change the system is lightning fast again.  I
still might add 1-2GB of memory just to be safe, I just didn't think that
much should be necessary.

I also have rt-clean-sessions running every night, which should help some.

Thank you everyone that helped!

Re: [rt-users] RT 4 Upgrade Slow Performance

[Tim Cutts]

I saw this too.  Since it seems to be SelectOwner that's slow (it was for me 
too - I have several hundred privileged users on our RT) the thing I did to fix 
it was to set the appropriate option in RT_SiteConfig to use a text box with 
the new autocomplete rather than the drop down.  It's both much faster to load, 
and a lot quicker to actually use as well.

Set($AutocompleteOwnersForSearch, 1);

Regards,

Tim

--
 The Wellcome Trust Sanger Institute is operated by Genome Research
 Limited, a charity registered in England with number 1021457 and a
 company registered in England with number 2742969, whose registered
 office is 215 Euston Road, London, NW1 2BE.

Re: [rt-users] RT 4 Upgrade Slow Performance - CustomFields?

[Ruslan Zakirov]

On Wed, May 30, 2012 at 6:37 PM, Nathan Baker bak...@gmail.com wrote:
 I'm going to try and separate this thread since my issue doesn't seem to be
 related to the Search page or the SelectOwner field.  Using the Mason
 Profiler did give me some info though, it looks like it might be due to some
 custom fields:

 =Mason= localhost -
 /Ticket/Elements/ShowCustomFields {{{
 =Mason= localhost -
 /Elements/ShowCustomFields {{{
 =Mason= localhost -
 /Elements/ShowCustomFields }}} 2.0221
 =Mason= localhost -
 /Ticket/Elements/ShowCustomFields }}} 2.0261
 ...
 =Mason= localhost -     /autohandler }}} 3.2073

 Is it normal that having 1-2 custom fields with about 10-20 options for each
 would cause this extra delay.  I know 2 seconds doesn't seem like much, but
 it can sometimes be longer.  Can anyone give me any tips as to what the
 issue could be?  Is Mason maybe caching that differently?

Nate,

Separating threads is correct, but skipping details about your system
is not so good.

I think here it's either slow one query or many semi-fast
queries. If you collect all queries for this page, it wouldn't be too
hard to isolate those that executed by ShowCustomFields.

The fact that subsequent requests take less time suggests that queries
end up in mysql query cache and are fast until cache is flushed. To
confirm you can disable cache in mysql for some time and check if
problem is repeatable on every request.


 Thanks,
 Nate



-- 
Best regards, Ruslan.

Re: [rt-users] RT 4 Upgrade Slow Performance - CustomFields?

[Nathan Baker]

Ruslan,

I actually started the other thread, so my details are in the first post.
 That thread was sort of hijacked (no big deal) and getting messy, so I
wanted to separate them.  I'm using Postgresql, not MySQL, and had already
turned on the SQL statement log and all queries seemed to be completing
quickly.

I think I might have been too quick to assume it's the custom fields
though, I've been testing it for a few hours now and I don't see that part
being slow anymore.  To be honest the only part I see being consistently
slow right now is:

=Mason= localhost - /Elements/SetupSessionCookie {{{
=Mason= localhost - /Elements/SetupSessionCookie }}} 1.9105

That seems to take about 2 seconds on about 30% of page loads.  Is that
normal?

I will try to turn off caching in Postgresql though to see if that verifies
your theory about slow queries.

Thanks!
Nate

On Wed, May 30, 2012 at 11:37 AM, Ruslan Zakirov r...@bestpractical.comwrote:

 On Wed, May 30, 2012 at 6:37 PM, Nathan Baker bak...@gmail.com wrote:
  I'm going to try and separate this thread since my issue doesn't seem to
 be
  related to the Search page or the SelectOwner field.  Using the Mason
  Profiler did give me some info though, it looks like it might be due to
 some
  custom fields:
 
  =Mason= localhost -
  /Ticket/Elements/ShowCustomFields {{{
  =Mason= localhost -
  /Elements/ShowCustomFields {{{
  =Mason= localhost -
  /Elements/ShowCustomFields }}} 2.0221
  =Mason= localhost -
  /Ticket/Elements/ShowCustomFields }}} 2.0261
  ...
  =Mason= localhost - /autohandler }}} 3.2073
 
  Is it normal that having 1-2 custom fields with about 10-20 options for
 each
  would cause this extra delay.  I know 2 seconds doesn't seem like much,
 but
  it can sometimes be longer.  Can anyone give me any tips as to what the
  issue could be?  Is Mason maybe caching that differently?

 Nate,

 Separating threads is correct, but skipping details about your system
 is not so good.

 I think here it's either slow one query or many semi-fast
 queries. If you collect all queries for this page, it wouldn't be too
 hard to isolate those that executed by ShowCustomFields.

 The fact that subsequent requests take less time suggests that queries
 end up in mysql query cache and are fast until cache is flushed. To
 confirm you can disable cache in mysql for some time and check if
 problem is repeatable on every request.

 
  Thanks,
  Nate



 --
 Best regards, Ruslan.

Re: [rt-users] RT 4 Upgrade Slow Performance - CustomFields?

[Ruslan Zakirov]

On Wed, May 30, 2012 at 7:53 PM, Nathan Baker bak...@gmail.com wrote:
 Ruslan,

 I actually started the other thread, so my details are in the first post.
  That thread was sort of hijacked (no big deal) and getting messy, so I
 wanted to separate them.  I'm using Postgresql, not MySQL, and had already
 turned on the SQL statement log and all queries seemed to be completing
 quickly.

I know that your thread was hijacked, but this one lacks history and
for me it's hard
to jump between threads to figure out background. Anyway, see comments below.

Do you log SQL statements on RT side or in Pg? In your case I would recommend
to enable both method for a while.

 I think I might have been too quick to assume it's the custom fields though,
 I've been testing it for a few hours now and I don't see that part being
 slow anymore.  To be honest the only part I see being consistently slow
 right now is:

 =Mason= localhost -         /Elements/SetupSessionCookie {{{
 =Mason= localhost -         /Elements/SetupSessionCookie }}} 1.9105

 That seems to take about 2 seconds on about 30% of page loads.  Is that
 normal?

Nope. It's either big session size or you don't clean sessions table from old
records with rt-clean-sessions.

SELECT COUNT(1) FROM sessions;

Above should say how many records you have in the table.

Also, sessions are locked and if you click a link or refresh while page
is still loading then time on SetupSessionCookie can contain time it
was waiting for lock to be released by previous request.

I'm not sure how you're testing. If your DB is actively used by many RT
users then it's hard to tell what's slow.

 I will try to turn off caching in Postgresql though to see if that verifies
 your theory about slow queries.

Ah. You migrated to Pg. Caching in Pg is different from mysql.

 Thanks!
 Nate

-- 
Best regards, Ruslan.

Re: [rt-users] RT 4 Upgrade Slow Performance - CustomFields?

[Nathan Baker]

Ruslan,

I wasn't aware that sessions had to be cleared, but now that you mentioned
it I looked and there were almost 10k sessions in our table.  I cleared
that out and it does not seem to be slow in that section anymore.  I've
also added that command to crontab to run daily.

It seems much better after doing that, I don't see any pages taking over
3-4 seconds to load anymore.  I do still see some taking about 2-3 seconds
to load.  That is more usable, although I would like to get it better if
possible.  I turned on logging of SQL statements in RT only for now, I'm
not as familiar with Postgresql as I am with MySQL, but I could look into
logging in there if necessary.

We only have about 5 staff using the RT web interface.  The longest queries
I see are still fairly quick I think, but here are a couple examples of the
longer ones for Display.html:

[Wed May 30 17:52:44 2012] [debug]: SQL(0.136027s): SELECT  * FROM Groups
WHERE LOWER(Domain) = LOWER(?) AND LOWER(Type) = LOWER(?);  [ bound values:
'SystemInternal' 'Privileged' ]
(/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1115)

[Wed May 30 17:49:20 2012] [debug]: SQL(0.387888s): SELECT DISTINCT main.*
FROM Users main JOIN Principals Principals_1  ON ( Principals_1.id =
main.id) JOIN CachedGroupMembers CachedGroupMembers_2  ON (
CachedGroupMembers_2.MemberId = Principals_1.id )  WHERE
(Principals_1.Disabled = '0') AND (CachedGroupMembers_2.GroupId = '25472')
AND (CachedGroupMembers_2.Disabled = '0') AND
(LOWER(Principals_1.PrincipalType) = 'user')  ORDER BY main.Name ASC ;
(/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1115)

Here is an example summary of a page load (with SQL logging on and Mason
profiling off) for Display.html:
48 Queries
4.1 Seconds page load
Longest query:
[Wed May 30 17:56:19 2012] [debug]: SQL(0.118095s): SELECT  * FROM Groups
WHERE LOWER(Domain) = LOWER(?) AND LOWER(Type) = LOWER(?);  [ bound values:
'SystemInternal' 'Unprivileged' ]
(/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1115)

All other queries  0.1 seconds, most are  0.01 seconds

Thanks,
Nate

On Wed, May 30, 2012 at 12:09 PM, Ruslan Zakirov r...@bestpractical.comwrote:

 On Wed, May 30, 2012 at 7:53 PM, Nathan Baker bak...@gmail.com wrote:
  Ruslan,
 
  I actually started the other thread, so my details are in the first post.
   That thread was sort of hijacked (no big deal) and getting messy, so I
  wanted to separate them.  I'm using Postgresql, not MySQL, and had
 already
  turned on the SQL statement log and all queries seemed to be completing
  quickly.

 I know that your thread was hijacked, but this one lacks history and
 for me it's hard
 to jump between threads to figure out background. Anyway, see comments
 below.

 Do you log SQL statements on RT side or in Pg? In your case I would
 recommend
 to enable both method for a while.

  I think I might have been too quick to assume it's the custom fields
 though,
  I've been testing it for a few hours now and I don't see that part being
  slow anymore.  To be honest the only part I see being consistently slow
  right now is:
 
  =Mason= localhost - /Elements/SetupSessionCookie {{{
  =Mason= localhost - /Elements/SetupSessionCookie }}} 1.9105
 
  That seems to take about 2 seconds on about 30% of page loads.  Is that
  normal?

 Nope. It's either big session size or you don't clean sessions table from
 old
 records with rt-clean-sessions.

 SELECT COUNT(1) FROM sessions;

 Above should say how many records you have in the table.

 Also, sessions are locked and if you click a link or refresh while page
 is still loading then time on SetupSessionCookie can contain time it
 was waiting for lock to be released by previous request.

 I'm not sure how you're testing. If your DB is actively used by many RT
 users then it's hard to tell what's slow.

  I will try to turn off caching in Postgresql though to see if that
 verifies
  your theory about slow queries.

 Ah. You migrated to Pg. Caching in Pg is different from mysql.

  Thanks!
  Nate

 --
 Best regards, Ruslan.

Re: [rt-users] RT 4 Upgrade Slow Performance - CustomFields?

[Nathan Baker]

Ruslan,

I guess what I was getting at is I don't think the SQL queries are the
problem here.  The sum (by using your perl code) was 0.324813 seconds, much
less than 4 seconds.

I'm still trying different Apache settings, Postgresql settings, etc., but
here's a different way to explain the issue:

I can click on Home, then click on a ticket, then Home, then a ticket,
etc., for as long as I want and it is very fast (page load time is about
0.2-0.3 seconds).

If I wait for about 5 seconds, I can continue this without any change.

If I wait for even 10 seconds, or 30 seconds, or anything longer, when I
click on either Home or a ticket, the page takes about 2-4 seconds to load.
This will happen for both the Home page and a ticket Display page the first
time they are each displayed, and after that they are very fast again.
 This is why it seems to me it has to be an Apache or Mason cache/timeout
issue.  It's almost like it's compiling or building something again, which
is why I originally was drawn to the Javascript minifier suggestion.

I really appreciate your advice on this.

-Nate

On Wed, May 30, 2012 at 3:49 PM, Ruslan Zakirov r...@bestpractical.comwrote:

 On Wed, May 30, 2012 at 10:15 PM, Nathan Baker bak...@gmail.com wrote:
  Ruslan,
 
  I wasn't aware that sessions had to be cleared, but now that you
 mentioned
  it I looked and there were almost 10k sessions in our table.  I cleared
 that
  out and it does not seem to be slow in that section anymore.  I've also
  added that command to crontab to run daily.
 
  It seems much better after doing that, I don't see any pages taking over
 3-4
  seconds to load anymore.  I do still see some taking about 2-3 seconds to
  load.  That is more usable, although I would like to get it better if
  possible.  I turned on logging of SQL statements in RT only for now, I'm
 not
  as familiar with Postgresql as I am with MySQL, but I could look into
  logging in there if necessary.
 
  We only have about 5 staff using the RT web interface.  The longest
 queries
  I see are still fairly quick I think, but here are a couple examples of
 the
  longer ones for Display.html:
 
  [Wed May 30 17:52:44 2012] [debug]: SQL(0.136027s): SELECT  * FROM Groups
  WHERE LOWER(Domain) = LOWER(?) AND LOWER(Type) = LOWER(?);  [ bound
 values:
  'SystemInternal' 'Privileged' ]
  (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1115)

 This one is sort of known issue. We have code paths where LOWER is
 used and is not used, but indexes for Pg on Groups table don't account
 this. Proper way would be to collect as many queries as possible that
 select or join Groups table, do analysis and come up with set of
 indexes for the table. I would love to take a look at such log.

 For this particular query index on LOWER(Domain) would be enough or
 (LOWER(Domain), LOWER(Type)) pair.

  [Wed May 30 17:49:20 2012] [debug]: SQL(0.387888s): SELECT DISTINCT
 main.*
  FROM Users main JOIN Principals Principals_1  ON ( Principals_1.id =
 main.id
  ) JOIN CachedGroupMembers CachedGroupMembers_2  ON (
  CachedGroupMembers_2.MemberId = Principals_1.id )  WHERE
  (Principals_1.Disabled = '0') AND (CachedGroupMembers_2.GroupId =
 '25472')
  AND (CachedGroupMembers_2.Disabled = '0') AND
  (LOWER(Principals_1.PrincipalType) = 'user')  ORDER BY main.Name ASC ;
  (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1115)

 Hard to tell anything without EXPLAIN ANALYZE... This query selects
 users who are not disabled and recursive members of a group. Select
 from Groups by id to see how important this query is.

  Here is an example summary of a page load (with SQL logging on and Mason
  profiling off) for Display.html:
  48 Queries
  4.1 Seconds page load
  Longest query:
  [Wed May 30 17:56:19 2012] [debug]: SQL(0.118095s): SELECT  * FROM Groups
  WHERE LOWER(Domain) = LOWER(?) AND LOWER(Type) = LOWER(?);  [ bound
 values:
  'SystemInternal' 'Unprivileged' ]
  (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1115)
 
  All other queries  0.1 seconds, most are  0.01 seconds

 Use the following command to calculate how much time all 48 queries took:

 cat part.of.rt.log | perl -ne '$res += (/SQL\(([0-9.]+s)\)/)[0] || 0;
 END { print $res\n}'

 Question is how close the sum to 4 seconds.

  Thanks,
  Nate

 --
 Best regards, Ruslan.

Re: [rt-users] RT 4 Upgrade Slow Performance - CustomFields?

[Nathan Baker]

Okay...just an update.  This is definitely directly tied to the Apache
KeepAliveTimeout setting.  The default was 15 seconds for my installation,
and if I change it to 10 seconds or 60 seconds that is exactly how long of
a wait is required to make it slow again.

So from here it looks like the options are:
1) Something is rebuilding after the KeepAliveTimeout expires that
shouldn't be
or
2) Something should be rebuilding and my server is not doing that fast
enough.

The server I'm using has one Xeon 2.4GHz CPU and 2GB Memory (it is
virtual).  Any pointers on what's happening when the KeepAliveTimout
expires would be greatly appreciated.

-Nate

Re: [rt-users] RT 4 Upgrade Slow Performance - CustomFields?

[Kenneth Crocker]

Nathan,

It could be caused by granting wholesale permissions Globally for everyone
to Queues/Tickets and Custom Fields and that would make RT spend a lot of
time checking for permissions.

just a thought.

Kenn

On Wed, May 30, 2012 at 7:37 AM, Nathan Baker bak...@gmail.com wrote:

 I'm going to try and separate this thread since my issue doesn't seem to
 be related to the Search page or the SelectOwner field.  Using the Mason
 Profiler did give me some info though, it looks like it might be due to
 some custom fields:

 =Mason= localhost -
 /Ticket/Elements/ShowCustomFields {{{
 =Mason= localhost -
 /Elements/ShowCustomFields {{{
 =Mason= localhost -
 /Elements/ShowCustomFields }}} 2.0221
 =Mason= localhost -
 /Ticket/Elements/ShowCustomFields }}} 2.0261
 ...
 =Mason= localhost - /autohandler }}} 3.2073

 Is it normal that having 1-2 custom fields with about 10-20 options for
 each would cause this extra delay.  I know 2 seconds doesn't seem like
 much, but it can sometimes be longer.  Can anyone give me any tips as to
 what the issue could be?  Is Mason maybe caching that differently?

 Thanks,
 Nate

Re: [rt-users] RT 4 Upgrade Slow Performance

[Ruslan Zakirov]

Hi,

Probably next step would be Mason profiler. It's described in
RT_Config.pm. Once you know where WebUI is slow return back.

On Wed, May 30, 2012 at 12:32 AM, Nathan Baker bak...@gmail.com wrote:
 Hello Everyone,

 We've upgraded from RT 3.8.8 with MySQL to RT 4.0.5 (debian package) with
 Postgresql, and are having some performance issues with the web interface.
  I've searched the list archives and Google, and haven't been able to find
 the issue.  I'm hoping someone can help point me in the right direction.
  Basically, the first time I visit any page (Home, Display, etc.) it takes
 3-5 seconds to load, and sometimes 10-15 seconds.  If I keep clicking on
 other links as soon as the pages load, it's fast and loads pages in 0.2 -
 0.3 seconds.  If I wait for about 15-30 seconds and then click a link again,
 it takes 3-5 seconds to load again.  Updating tickets seems to consistently
 take 3-5 seconds.

 Here's some info about our installation:
 - About 6,000 tickets, 5 active users
 - Increased memory to 2GB, running on VMWare
 - Increased Postgresql shared_buffers and effective_cache_size
 (http://wiki.postgresql.org/wiki/Tuning_Your_PostgreSQL_Server)
 - Changed JS Minifier to jsmin as suggested
 here: http://www.gossamer-threads.com/lists/rt/users/102703

 Our config seems fairly basic compared so some examples I've seen, I can
 post it if necessary though.  We are using FullTextSearch and CommandByMail,
 although I've tried disabling them both.  I turned on debugging to a log
 file, and I don't see anything unusual.  I also turned on the SQL statement
 log, and didn't see any queries taking a long time.  The longest was 0.12
 seconds.  I tried disabling the Javascript Minifier in JS.pm like I've seen
 in other posts, and that didn't seem to make a difference.

 Any help would be greatly appreciated.

 Thanks,
 Nate



-- 
Best regards, Ruslan.

Re: [rt-users] RT 4 Upgrade Slow Performance

[Darren Nickerson]

On May 29, 2012, at 4:32 PM, Nathan Baker wrote:

 Hello Everyone,
 
 We've upgraded from RT 3.8.8 with MySQL to RT 4.0.5 (debian package) with 
 Postgresql, and are having some performance issues with the web interface.  
 I've searched the list archives and Google, and haven't been able to find the 
 issue.  I'm hoping someone can help point me in the right direction.  
 Basically, the first time I visit any page (Home, Display, etc.) it takes 3-5 
 seconds to load, and sometimes 10-15 seconds.  If I keep clicking on other 
 links as soon as the pages load, it's fast and loads pages in 0.2 - 0.3 
 seconds.  If I wait for about 15-30 seconds and then click a link again, it 
 takes 3-5 seconds to load again.  Updating tickets seems to consistently take 
 3-5 seconds.

We're seeing similar performance regression after an upgrade from 4.0.0rc5 to 
4.0.5. I just loaded a very short ticket for the first time, it took 16 
seconds. I did a reload on the page, and it took less than 2 seconds. I also 
went to Tickets - New Search, and it took a full 20 seconds to load. 
Subsequent reloads of that page were essentially immediate. Within 10 minutes 
of not using RT much, opening a few tickets etc but then letting it sit idle 
for 10 minutes, going back to Tickets-New Search once again took 20 seconds to 
load, and was fast on subsequent loads

Have I misconfigured or broken some cache mechanism?

Our support staff have complained of a variety of long hangs/pauses like this 
and I still haven't pinned it down enough much more than I outline above. Our 
setup is very vanilla, MySQL with very little customization of RT ... if 
there's instructions anywhere on how to figure out what's consuming all the 
time I'd be happy to dig into it and report back here. I've been meaning to try 
some of the other ways to invoke RT, we're using apache+FastCGI right now, but 
there just hasn't been time. Perhaps the next time I'm waiting for query 
builder to load ... ;-)

-d

Re: [rt-users] RT 4 Upgrade Slow Performance

[Darren Nickerson]

On May 29, 2012, at 4:54 PM, Darren Nickerson wrote:
 
 We're seeing similar performance regression after an upgrade from 4.0.0rc5 to 
 4.0.5. I just loaded a very short ticket for the first time, it took 16 
 seconds. I did a reload on the page, and it took less than 2 seconds. I also 
 went to Tickets - New Search, and it took a full 20 seconds to load. 
 Subsequent reloads of that page were essentially immediate. Within 10 minutes 
 of not using RT much, opening a few tickets etc but then letting it sit idle 
 for 10 minutes, going back to Tickets-New Search once again took 20 seconds 
 to load, and was fast on subsequent loads
 
 Have I misconfigured or broken some cache mechanism?
 
 Our support staff have complained of a variety of long hangs/pauses like this 
 and I still haven't pinned it down enough much more than I outline above. Our 
 setup is very vanilla, MySQL with very little customization of RT ... if 
 there's instructions anywhere on how to figure out what's consuming all the 
 time I'd be happy to dig into it and report back here. I've been meaning to 
 try some of the other ways to invoke RT, we're using apache+FastCGI right 
 now, but there just hasn't been time. Perhaps the next time I'm waiting for 
 query builder to load ... ;-)


I enabled the profiler per Ruslan's advice, and loaded the new search page. It 
took over 20 seconds. It generated a lot of output, should I include it all 
here? I think the relevant bit might be:

=Mason= localhost - 
/Elements/SelectOwnerDropdown {{{
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0021
=Mason= localhost - /Elements/ShowUser }}} 
0.0045
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0020
=Mason= localhost - /Elements/ShowUser }}} 
0.0042
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0018
=Mason= localhost - /Elements/ShowUser }}} 
0.0038
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0018
=Mason= localhost - /Elements/ShowUser }}} 
0.0037
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0019
=Mason= localhost - /Elements/ShowUser }}} 
0.0038
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0019
=Mason= localhost - /Elements/ShowUser }}} 
0.0038
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0019
=Mason= localhost - /Elements/ShowUser }}} 
0.0038
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0019
=Mason= localhost - /Elements/ShowUser }}} 
0.0038
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0019
=Mason= localhost - /Elements/ShowUser }}} 
0.0038
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 

Re: [rt-users] RT 4 Upgrade Slow Performance

[Ruslan Zakirov]

On Wed, May 30, 2012 at 1:42 AM, Darren Nickerson dar...@dazza.org wrote:

 On May 29, 2012, at 4:54 PM, Darren Nickerson wrote:


 We're seeing similar performance regression after an upgrade from 4.0.0rc5
 to 4.0.5. I just loaded a very short ticket for the first time, it took 16
 seconds. I did a reload on the page, and it took less than 2 seconds. I also
 went to Tickets - New Search, and it took a full 20 seconds to load.
 Subsequent reloads of that page were essentially immediate. Within 10
 minutes of not using RT much, opening a few tickets etc but then letting it
 sit idle for 10 minutes, going back to Tickets-New Search once again took
 20 seconds to load, and was fast on subsequent loads

 Have I misconfigured or broken some cache mechanism?

 Our support staff have complained of a variety of long hangs/pauses like
 this and I still haven't pinned it down enough much more than I outline
 above. Our setup is very vanilla, MySQL with very little customization of RT
 ... if there's instructions anywhere on how to figure out what's consuming
 all the time I'd be happy to dig into it and report back here. I've been
 meaning to try some of the other ways to invoke RT, we're using
 apache+FastCGI right now, but there just hasn't been time. Perhaps the next
 time I'm waiting for query builder to load ... ;-)



 I enabled the profiler per Ruslan's advice, and loaded the new search page.
 It took over 20 seconds. It generated a lot of output, should I include it
 all here? I think the relevant bit might be:

 =Mason= localhost -
 /Elements/SelectOwnerDropdown {{{
 =Mason= localhost -                                     /Elements/ShowUser
 {{{
 =Mason= localhost -
 /Elements/ShowUserVerbose {{{
 =Mason= localhost -
 /Elements/ShowUserVerbose }}} 0.0021
 =Mason= localhost -                                     /Elements/ShowUser
 }}} 0.0045
 =Mason= localhost -                                     /Elements/ShowUser
 {{{
 =Mason= localhost -
 /Elements/ShowUserVerbose {{{
 =Mason= localhost -
 /Elements/ShowUserVerbose }}} 0.0020
 =Mason= localhost -                                     /Elements/ShowUser
 }}} 0.0042
 =Mason= localhost -                                     /Elements/ShowUser
 {{{
 =Mason= localhost -
 /Elements/ShowUserVerbose {{{
 =Mason= localhost -
 /Elements/ShowUserVerbose }}} 0.0018
 =Mason= localhost -                                     /Elements/ShowUser
 }}} 0.0038
 =Mason= localhost -                                     /Elements/ShowUser
 {{{
 =Mason= localhost -
 /Elements/ShowUserVerbose {{{
 =Mason= localhost -
 /Elements/ShowUserVerbose }}} 0.0018
 =Mason= localhost -                                     /Elements/ShowUser
 }}} 0.0037
 =Mason= localhost -                                     /Elements/ShowUser
 {{{
 =Mason= localhost -
 /Elements/ShowUserVerbose {{{
 =Mason= localhost -
 /Elements/ShowUserVerbose }}} 0.0019
 =Mason= localhost -                                     /Elements/ShowUser
 }}} 0.0038
 =Mason= localhost -                                     /Elements/ShowUser
 {{{
 =Mason= localhost -
 /Elements/ShowUserVerbose {{{
 =Mason= localhost -
 /Elements/ShowUserVerbose }}} 0.0019
 =Mason= localhost -                                     /Elements/ShowUser
 }}} 0.0038
 =Mason= localhost -                                     /Elements/ShowUser
 {{{
 =Mason= localhost -
 /Elements/ShowUserVerbose {{{
 =Mason= localhost -
 /Elements/ShowUserVerbose }}} 0.0019
 =Mason= localhost -                                     /Elements/ShowUser
 }}} 0.0038
 =Mason= localhost -                                     /Elements/ShowUser
 {{{
 =Mason= localhost -
 /Elements/ShowUserVerbose {{{
 =Mason= localhost -
 /Elements/ShowUserVerbose }}} 0.0019
 =Mason= localhost -                                     /Elements/ShowUser
 }}} 0.0038
 =Mason= localhost -                                     /Elements/ShowUser
 {{{
 =Mason= localhost -
 /Elements/ShowUserVerbose {{{
 =Mason= localhost -
 /Elements/ShowUserVerbose }}} 0.0019
 =Mason= localhost -                                     /Elements/ShowUser
 }}} 0.0038
 =Mason= localhost -                                     /Elements/ShowUser
 {{{
 =Mason= localhost -
 /Elements/ShowUserVerbose {{{
 =Mason= localhost -
 /Elements/ShowUserVerbose }}} 0.0019
 =Mason= localhost -                                     /Elements/ShowUser
 }}} 0.0042
 =Mason= localhost -
 /Elements/SelectOwnerDropdown }}} 20.9869

 I'm not sure how we get from all those small values to 20 seconds, but it
 does seem to represent the lion's share of the slow-down. The last few lines
 look like:

 =Mason= localhost -         /Search/Build.html }}} 21.7671
 =Mason= localhost -         /Elements/Footer {{{
 =Mason= localhost -         /Elements/Footer }}} 0.0030
 =Mason= localhost -     /autohandler }}} 21.7901
 =Mason= localhost - /Search/Build.html }}} ENDS

 So it would seem the SelectOwnerDropdown timer of 20.9869 represents most of
 the delay ...

How many users 

Re: [rt-users] RT 4 Upgrade Slow Performance

[Darren Nickerson]

On May 29, 2012, at 5:56 PM, Ruslan Zakirov wrote:
 
 How many users do you have in the owner dropdown in search builder?

Only 10. And the next time I load this page (and with each attempt immediately 
after) the number is much healthier:

=Mason= localhost - 
/Elements/SelectOwnerDropdown {{{
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0018
=Mason= localhost - /Elements/ShowUser }}} 
0.0042
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0017
=Mason= localhost - /Elements/ShowUser }}} 
0.0036
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0018
=Mason= localhost - /Elements/ShowUser }}} 
0.0036
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0018
=Mason= localhost - /Elements/ShowUser }}} 
0.0036
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0017
=Mason= localhost - /Elements/ShowUser }}} 
0.0035
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0063
=Mason= localhost - /Elements/ShowUser }}} 
0.0082
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0018
=Mason= localhost - /Elements/ShowUser }}} 
0.0035
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0017
=Mason= localhost - /Elements/ShowUser }}} 
0.0035
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0017
=Mason= localhost - /Elements/ShowUser }}} 
0.0035
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0018
=Mason= localhost - /Elements/ShowUser }}} 
0.0035
=Mason= localhost - 
/Elements/SelectOwnerDropdown }}} 0.0552


But if I wait a few minutes and try again, it will be slow again.


 Can you write a script that sums numbers after ShowUserVerbose to make
 sure problem in number of users and not something in
 SelectOwnerDropdown?


I'm sorry, I'm having a hard time even understanding what you mean there ... I 
therefore conclude it's something I would NOT be able to do.

-d
 

Re: [rt-users] RT 4 Upgrade Slow Performance

[Nathan Baker]

Ruslan,

Thank you, that provided some great info.  I'm wondering if my issue (or
one of them) is from our custom fields.  There is one spot where it
consistently takes a couple seconds:

=Mason= localhost -
/Ticket/Elements/ShowCustomFields {{{
=Mason= localhost -
/Elements/ShowCustomFields {{{
=Mason= localhost -
/Elements/ShowCustomFields }}} 2.0221
=Mason= localhost -
/Ticket/Elements/ShowCustomFields }}} 2.0261
...
=Mason= localhost - /autohandler }}} 3.2073

We only have 1 or 2 custom fields (depending on the Queue), and there are
less than 20 options for each.  Any ideas what could cause that, or is that
normal for custom fields?

Thanks,
Nate

On Tue, May 29, 2012 at 4:59 PM, Ruslan Zakirov r...@bestpractical.comwrote:

 Hi,

 Probably next step would be Mason profiler. It's described in
 RT_Config.pm. Once you know where WebUI is slow return back.

 On Wed, May 30, 2012 at 12:32 AM, Nathan Baker bak...@gmail.com wrote:
  Hello Everyone,
 
  We've upgraded from RT 3.8.8 with MySQL to RT 4.0.5 (debian package) with
  Postgresql, and are having some performance issues with the web
 interface.
   I've searched the list archives and Google, and haven't been able to
 find
  the issue.  I'm hoping someone can help point me in the right direction.
   Basically, the first time I visit any page (Home, Display, etc.) it
 takes
  3-5 seconds to load, and sometimes 10-15 seconds.  If I keep clicking on
  other links as soon as the pages load, it's fast and loads pages in 0.2 -
  0.3 seconds.  If I wait for about 15-30 seconds and then click a link
 again,
  it takes 3-5 seconds to load again.  Updating tickets seems to
 consistently
  take 3-5 seconds.
 
  Here's some info about our installation:
  - About 6,000 tickets, 5 active users
  - Increased memory to 2GB, running on VMWare
  - Increased Postgresql shared_buffers and effective_cache_size
  (http://wiki.postgresql.org/wiki/Tuning_Your_PostgreSQL_Server)
  - Changed JS Minifier to jsmin as suggested
  here: http://www.gossamer-threads.com/lists/rt/users/102703
 
  Our config seems fairly basic compared so some examples I've seen, I can
  post it if necessary though.  We are using FullTextSearch and
 CommandByMail,
  although I've tried disabling them both.  I turned on debugging to a log
  file, and I don't see anything unusual.  I also turned on the SQL
 statement
  log, and didn't see any queries taking a long time.  The longest was 0.12
  seconds.  I tried disabling the Javascript Minifier in JS.pm like I've
 seen
  in other posts, and that didn't seem to make a difference.
 
  Any help would be greatly appreciated.
 
  Thanks,
  Nate



 --
 Best regards, Ruslan.

Re: [rt-users] RT 4 and IE8 : text overlap

[Thomas Sibley]

On 04/11/2012 04:25 AM, L B wrote:
  I found a bug in the template with IE8, see attached. Not sure if
 it's known and how to fix it. It works in Chrome.

The zebra striping of transactions looks off there.  Are you filtering
the history in any way?

Please send the HTML source of the page you took a screenshot of.  Is it
only happening for a single ticket or many tickets?

Re: [rt-users] RT 4 and IE8 : text overlap

[L B]

Actually I can't find again this ticket :-)

I'll update this thread if I stumble upon another weird display like this one.

-- 
L.B.

Re: [rt-users] RT 4 Approvals?

[Kevin Falcone]

On Wed, Feb 01, 2012 at 11:43:29AM -0500, Jeff Blaine wrote:
 Where might I find information on the per-queue
 setting for Workflow which has a choice called
 Approval
 
 What is the idea?  Where is it explained?
 
 How does one make use of it?
 
 I converted a test queue to use the Approval workflow,
 submitted a ticket, resolved the ticket, and saw nothing
 out of the ordinary.
 
 It's quite possible this has been around for awhile,
 but we made the jump from 3.4.4 to 4.0.4.

The Lifecycle (I'm not sure where Workflow came from) field on a Queue 
changes which statuses are available in that queue.  Changing a random
queue from default to approval doesn't turn it into an Approval queue.
That Lifecycle is only intended to be used on the ___Approvals queue
and there's a bug open to hide it from normal queues to avoid the
confusion that it causes.

-kevin


pgpoWm0XwBrOM.pgp
Description: PGP signature

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

Re: [rt-users] RT 4 Approvals?

[Jeff Blaine]

The Lifecycle (I'm not sure where Workflow came from) field on a Queue
changes which statuses are available in that queue.  Changing a random
queue from default to approval doesn't turn it into an Approval queue.
That Lifecycle is only intended to be used on the ___Approvals queue
and there's a bug open to hide it from normal queues to avoid the
confusion that it causes.


Yes, lifecycle.  I don't know where workflow came from.

Turns out I can't switch the queue's lifecycle back to
'default' now.  RT won't let me (no error, just won't
save the change).

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012

Re: [rt-users] RT 4 Approvals?

[Kevin Falcone]

On Wed, Feb 01, 2012 at 03:39:45PM -0500, Jeff Blaine wrote:
 The Lifecycle (I'm not sure where Workflow came from) field on a Queue
 changes which statuses are available in that queue.  Changing a random
 queue from default to approval doesn't turn it into an Approval queue.
 That Lifecycle is only intended to be used on the ___Approvals queue
 and there's a bug open to hide it from normal queues to avoid the
 confusion that it causes.
 
 Yes, lifecycle.  I don't know where workflow came from.
 
 Turns out I can't switch the queue's lifecycle back to
 'default' now.  RT won't let me (no error, just won't
 save the change).

Yeah, one of the other folks here found that recently, unfortunately
the fix didn't get rolled in before 4.0.5 hit the pre-release track.

http://issues.bestpractical.com/Ticket/Display.html?id=19286

You can test out his branch, or just go fiddle in the DB.  It's a
special case of the default lifecycle.  You can switch between other
lifecycles just fine which is why it took so long to spot.

-kevin


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RT Training Sessions (http://bestpractical.com/services/training.html)
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Re: [rt-users] RT 4 user's password encryption

[Ruslan Zakirov]

On Tue, Jan 24, 2012 at 22:25, Dalal, Kamber Z kamber.da...@verizon.com wrote:
 All,


 What is the encryption used for the RT 4 privileged user's password in
 MySQL?   It is a new RT4 database.

RT4 uses salted SHA512. Take a look at IsPassword in lib/RT/User.pm.

 We were able to log on to other internal websites configured to use
 RT3(MySQL) database's Users table.  We used the following within other
 internal websites:

 
     AuthMySQLUserTable Users
     AuthMySQLNameField Name
     AuthMySQLPasswordField Password
     AuthMySQLPwEncryption md5
     AuthMySQLEnable On
 


 Thank you,
 Kamber Dalal


 
 RT Training Sessions (http://bestpractical.com/services/training.html)
 * Boston — March 5  6, 2012



-- 
Best regards, Ruslan.

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012

Re: [rt-users] RT 4 ExternalAuth with AD Problems

[Kevin Falcone]

On Thu, Dec 15, 2011 at 03:09:38PM -0600, Shawn Green wrote:
 'RealName

You're missing a closing quote at the end of this line, which breaks
attr_map

-kevin


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Re: [rt-users] RT 4 - install on Debian Squeeze

[Bart]

Hi,

After redoing the installation steps the cpan part became quite a bit
bigger lol I never imagined that I did that much but heres a list of all the
manual installations that I've made using cpan.

I also forgot to make a link for apache from sites-available to
sites-enabled, but I hope most of you know that part already.

Anyways, here's the part that you do just after ./configure.

First install a few extra packages: (needed for the GD perl module)



aptitude install libgd2-xpm libgd2-xpm-dev



Now first run cpan in order to configure it:


 cpan

 Do the automatic thingy, after that you'll have to edit the cpan config in
 order to make the next part a hell of allot easyer:

 nano -w /etc/perl/CPAN/Config.pm

 Inside the config there are two ask parameters, remove the ask part and
 make sure it only contains yes.
 I'm doing this because the following steps are going to install allot of
 perl modules and hitting return every minute or so is just too annoying.

 Then, check what dependencies your missing, this is CPAN based:

 make testdeps

 Make sure this var is set, make fixdeps won't work without it:

 RT_FIX_DEPS_CMD='/usr/bin/perl -MCPAN -einstall %s'
 export RT_FIX_DEPS_CMD

 Now install all the depencencies by using the fixdeps parameter, this runs
 via CPAN:

 make fixdeps

 * The fixdeps part will take a while and you might have to run it several
 times. (sometimes you still have to hit yes or enter)

 To finalize fixdeps you'll have to install allot of stuff manually, below
 is a list of the things I've installed that made me pass the testdeps:

 cpan YAML
 cpan CPAN::Shell
 cpan YAML::Syck
 cpan GD
 cpan CPAN::DistnameInfo

 make fixdeps

 cpan Class::Data::Inheritable
 cpan Exception::Class
 cpan Log::Any
 cpan Test::Tester
 cpan Test::NoWarnings
 cpan Test::Deep
 cpan HTTP::Body
 cpan Devel::StackTrace::AsHTML
 cpan Test::SharedFork
 cpan Filesys::Notify::Simple
 cpan Test::Requires
 cpan Try::Tiny
 cpan Hash::MultiValue
 cpan Test::TCP
 cpan Class::Inspector
 cpan File::ShareDir
 cpan Plack

 make fixdeps

 cpan Class::Accessor::Chained
 cpan Text::vFile::asData
 cpan Tree::DAG_Node
 cpan Sub::Uplevel
 cpan Test::Warn
 cpan Test::LongString
 cpan Data::ICal

 make fixdeps

 cpan List::UtilsBy
 cpan Convert::Color
 cpan Mouse
 cpan Any::Moose
 cpan GnuPG::Interface

 make fixdeps

 cpan Digest::SHA1
 cpan Error
 cpan Cache::Cache
 cpan Module::Metadata
 cpan JSON::PP
 cpan Version::Requirements
 cpan CPAN::Meta::YAML
 cpan Perl::OSType
 cpan Parse::CPAN::Meta
 cpan CPAN::Meta
 cpan Module::Build
 cpan Params::Validate
 cpan Class::Container
 cpan HTML::Mason
 cpan HTML::Mason::PSGIHandler

 make fixdeps

 cpan Proc::Wait3
 cpan Scope::Guard
 cpan Server::Starter
 cpan Class::Accessor::Lite
 cpan Parallel::Prefork
 cpan Plack::Handler::Starlet

 make fixdeps

 cpan Class::Singleton
 cpan Test::Fatal
 cpan Class::Load
 cpan DateTime::TimeZone
 cpan Test::Exception
 cpan Math::Round
 cpan DateTime

 make fixdeps

 cpan Params::Util
 cpan Sub::Install
 cpan Data::OptList
 cpan Sub::Exporter
 cpan Devel::GlobalDestruction

 make fixdeps

 cpan Text::Reform
 cpan Text::Autoformat
 cpan Text::Quoted

 make fixdeps

 cpan FreezeThaw
 cpan DBIx::DBSchema
 cpan Want
 cpan DBD::SQLite
 cpan Clone
 cpan capitalization
 cpan DBIx::SearchBuilder
 cpan DateTime::Format::W3CDTF
 cpan Test::Manifest
 cpan DateTime::Format::Mail
 cpan XML::Parser
 cpan XML::RSS

 make fixdeps


 Before going further run make testdeps to check if all dependencies are
 met.


After this you continue with make install and such. (assuming all
dependencies have been met).

It's quite a bit of work but luckily you'll only have to struggle with this
once (I hope)

Best regards,

Bart



2011/6/6 Bart b...@pleh.info

 Hi,

 This topic might have been closed but I just want to reply with my Debian
 Squeeze installation steps.

 The steps are basically describing the installation from scratch while
 installing RT4 manually. The advantage here is that you can follow the RT
 releases instead of waiting for the Debian specific packages. (personally I
 think that's ok)

 * BEGIN INSTALLATION STEPS
 *

 Clean installation of Debian Squeeze, this means:

- Only install the base system (nothing else)
- Make sure that things like networking work (DNS, IP, etc.)

 After installation install the following basics:

 aptitude update
 aptitude full-upgrade
 aptitude install ntp ntpdate sudo screen openssh-server acpi-support
 acpid

 I don't know why but I like doing these separate:

 

Re: [rt-users] RT 4 - install on Debian Squeeze

[Bart]

Hi,

This topic might have been closed but I just want to reply with my Debian
Squeeze installation steps.

The steps are basically describing the installation from scratch while
installing RT4 manually. The advantage here is that you can follow the RT
releases instead of waiting for the Debian specific packages. (personally I
think that's ok)

* BEGIN INSTALLATION STEPS *

Clean installation of Debian Squeeze, this means:

   - Only install the base system (nothing else)
   - Make sure that things like networking work (DNS, IP, etc.)

After installation install the following basics:

aptitude update
aptitude full-upgrade
aptitude install ntp ntpdate sudo screen openssh-server acpi-support
acpid

I don't know why but I like doing these separate:

aptitude install build-essential
aptitude install linux-headers-`uname -r`

Edit the sources.lst

nano -w /etc/apt/sources.lst

Add contrib non-free, not really requirered but sometimes you need items
from those two sections. (I'm lazy and just add them to make sure that I
don't bite my nails when I really need them).
Then update the apt library:

aptitude update

Create the .ssh directory and extra files for when you use things like SSH
(I do):

cd /root/
mkdir .ssh
chmod 700 .ssh
touch .ssh/authorized_keys
chmod 600 .ssh/authorized_keys

Up to this point you've only installed the base Debian system. The next
parts are specific for RT.

Requirered packages for RT4:

aptitude install apache2 mysql-server gcc make gawk libexpat1-dev
libapache2-mod-perl2

Check if Apache is running:

wget --spider localhost

Download RT and unpack it:

cd /tmp
wget http://download.bestpractical.com/pub//rt/release/rt-4.0.0.tar.gz
tar xvzf rt-4.0.0.tar.gz
cd /tmp/rt-4.0.0
./configure

Now first run cpan in order to configure it:

cpan

Do the automatic thingy, after that you'll have to edit the cpan config in
order to make the next part a hell of allot easyer:

nano -w /etc/perl/CPAN/Config.pm

Inside the config there are two ask parameters, remove the ask part and
make sure it only contains yes.
I'm doing this because the following steps are going to install allot of
perl modules and hitting return every minute or so is just too annoying.

Then, check what dependencies your missing, this is CPAN based:

make testdeps

Now install all the depencencies by using the fixdeps parameter, this runs
via CPAN:

make fixdeps

The fixdeps part will take a while and you might have to run it several
times. You might even have to manually install a few of those dependencies
(not too difficult).
After a while you'll be done, the next thing you could do is upgrade all
perl modules from within CPAN (optional since RT met it's requirements).

Now we can install RT:

cd /tmp/rt-4.0.0
make install

Edit the SiteConfig, this is what I've made:

nano -w /opt/rt4/etc/RT_SiteConfig.pm

Set( $rtname, 'Request Tracker Name');
Set($Organization, 'Organization');
Set($CorrespondAddress , 'r...@some.url.com');
Set($CommentAddress , 'rt-comm...@some.url.com');
Set($Timezone , 'Europe/Amsterdam'); # obviously choose what suits
you
Set($DatabaseType, 'mysql'); # e.g. Pg or mysql
Set($DatabaseUser , 'root'); # Obviously make a separate DB for RT
and give it a special user with privileges for that DB. In my test setup I'm
just doing this with the root user (like I said, I'm a little lazy ^_~)
Set($DatabasePassword , 'root');  # My test setup has root:root as
user/password.
Set($DatabaseName , 'rt4');
Set($WebPath , );
Set($WebBaseURL , http://rt4.some.url.com;);

Next up is initializing the database:

cd /tmp/rt-4.0.0
make initialize-database

Now we configure apache to include the vhost:

nano -w /etc/apache2/sites-available/rt4.some.url.com

VirtualHost rt4.some.url.com
ErrorLog /opt/rt4/var/log/apache2.error
TransferLog /opt/rt4/var/log/apache2.access
# LogLevel debug

AddDefaultCharset UTF-8

DocumentRoot /opt/rt4/share/html
Location /
Order allow,deny
Allow from all

SetHandler perl-script
PerlResponseHandler Plack::Handler::Apache2
PerlSetVar psgi_app /opt/rt4/sbin/rt-server
/Location
Perl
use Plack::Handler::Apache2;
Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server);
/Perl
/VirtualHost

/etc/init.d/apache2 restart

Check if the new vhost is working and if RT is working. (as in, open it in a
browser)
During the first run it might take a while to show the webpage.

Configure the outgoing e-mail, default Debian comes with exim. In my case I
want the server to go to a smarthost, so run this command to configure 

Re: [rt-users] RT 4 - install on Debian Squeeze

[Vegard Vesterheim]

On Wed, 18 May 2011 23:08:59 +0200 Alexander Finger a...@genevainformation.ch 
wrote:

 If you want to keep your install clean, try to install the necessary
 modules using apt-get instead of using fixdeps.
Good advice. 

Here are some oneliners from my personal notes on installing RT. These
commands tries naively to identify Debian packages for the missing Perl
modules reported by 'make testdeps'. It is far from perfect, but it
alleviates some of the work of satisfying dependencies.

make testdeps | grep '\.MISSING' | perl -pe 's/\s(\S+)\s.*MISSING/lc 
lib$1-perl/e' | sed \
's/::/-/g' | while read p; do sudo apt-get --yes install $p; done   



make testdeps | perl -wnl -e '/^SOME DEPENDENCIES WERE MISSING/ ... /EOF/ and 
print' | grep\
 '\.MISSING' | perl -pe 's/\s*([^. ]*).*/lc lib$1-perl/e' | sed 's/::/-/g'

 - Vegard V -

Re: [rt-users] RT 4 - install on Debian Squeeze

[Gilbert Rebeiro]

That's so nice, but too late.
I struggled one by one.
Oh well, this should be in the wiki or somewhere easier to find.

Thanks, debian is great.

G.

On 25/05/2011 5:41 PM, Vegard Vesterheim wrote:

On Wed, 18 May 2011 23:08:59 +0200 Alexander Fingera...@genevainformation.ch  
wrote:


If you want to keep your install clean, try to install the necessary
modules using apt-get instead of using fixdeps.

Good advice.

Here are some oneliners from my personal notes on installing RT. These
commands tries naively to identify Debian packages for the missing Perl
modules reported by 'make testdeps'. It is far from perfect, but it
alleviates some of the work of satisfying dependencies.

make testdeps | grep '\.MISSING' | perl -pe 's/\s(\S+)\s.*MISSING/lc 
lib$1-perl/e' | sed \
's/::/-/g' | while read p; do sudo apt-get --yes install $p; done

make testdeps | perl -wnl -e '/^SOME DEPENDENCIES WERE MISSING/ ... /EOF/ and 
print' | grep\
  '\.MISSING' | perl -pe 's/\s*([^. ]*).*/lc lib$1-perl/e' | sed 's/::/-/g'

  - Vegard V -

Re: [rt-users] RT 4 - install on Debian Squeeze

[Gilbert Rebeiro]

Hi,



I installed these modules using apt-get - thought it might be useful for 
someone else:


libwww-perl
libtext-template-perl
libhtml-mason-perl
libnet-cidr-perl
libfcgi-perl
libjson-perl
libfcgi-procmanager-perl
libdbix-searchbuilder-perl
libemail-address-perl
libhtml-scrubber-perl
libtree-simple-perl
libuniversal-require-perl
libtime-modules-perl
liblog-dispatch-perl
libtext-wrapper-perl
liblocale-maketext-fuzzy-perl
liblocale-maketext-lexicon-perl
libregexp-common-perl
libfile-sharedir-perl
libmodule-versions-report-perl
libtext-password-pronounceable-perl
libtext-quoted-perl
libplack-perl
libcss-squish-perl
libmime-tools-perl
libgnupg-interface-perl
libterm-readkey-perl
libconvert-color-perl
libdata-ical-perl
libdevel-globaldestruction-perl
libhtml-rewriteattributes-perl
libmime-types-perl
libperlio-eol-perl
libipc-run3-perl
libapache-session-perl
libtext-wikiformat-perl
libdatetime-locale-perl
libdatetime-perl
libtemplate-plugin-xml-perl


Then I used make fix-deps but I still can't install Plack::Handler::Starlet

Any magic that I don't know about?

Thanks,
Gilbert

On 18/05/2011 5:34 PM, Alexander Finger wrote:

I ran testdeps and added as they popped up. Tedious but works.

On Wed, May 18, 2011 at 11:10 PM, Gilbert Rebeirogilb...@dido.ca  wrote:

Thanks Alex,

That's what I would like to do, does anyone have a list of deps that are
available under squeeze?

Thanks,
Gilbert.

On 18/05/2011 5:08 PM, Alexander Finger wrote:

If you want to keep your install clean, try to install the necessary
modules using apt-get instead of using fixdeps.
rgds
Alex

On Wed, May 18, 2011 at 10:38 PM, Gilbert Rebeirogilb...@dido.cawrote:

Hi,

Are there any instructions to install RT 4 on Debian Squeeze?

Thanks,

Gilbert.

Re: [rt-users] RT 4 - install on Debian Squeeze

[Odhiambo Washington]

On Thu, May 19, 2011 at 00:10, Gilbert Rebeiro gilb...@dido.ca wrote:

 Thanks Alex,

 That's what I would like to do, does anyone have a list of deps that are
 available under squeeze?


You can grab the RT4 source, run configure, then do:

make testdeps

That will tell you the modules you require.


-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
I can't hear you -- I'm using the scrambler.
Please consider the environment before printing this email.
image001.png

Re: [rt-users] RT 4 - install on Debian Squeeze

[Thomas Sibley]

On 05/18/2011 04:38 PM, Gilbert Rebeiro wrote:
 Are there any instructions to install RT 4 on Debian Squeeze?

There is not yet a Debian package for RT 4, but you can easily install
from source using the README and docs/ included with the official tarball.

Thomas

Re: [rt-users] RT 4 - install on Debian Squeeze

[Alexander Finger]

If you want to keep your install clean, try to install the necessary
modules using apt-get instead of using fixdeps.
rgds
Alex

On Wed, May 18, 2011 at 10:38 PM, Gilbert Rebeiro gilb...@dido.ca wrote:
 Hi,

 Are there any instructions to install RT 4 on Debian Squeeze?

 Thanks,

 Gilbert.




-- 

Netzwerkmanagement mit OpenNMS: http://www.dpunkt.de/buecher/3194.html

Re: [rt-users] RT 4 - install on Debian Squeeze

[Gilbert Rebeiro]

Thanks Alex,

That's what I would like to do, does anyone have a list of deps that are 
available under squeeze?


Thanks,
Gilbert.

On 18/05/2011 5:08 PM, Alexander Finger wrote:

If you want to keep your install clean, try to install the necessary
modules using apt-get instead of using fixdeps.
rgds
Alex

On Wed, May 18, 2011 at 10:38 PM, Gilbert Rebeirogilb...@dido.ca  wrote:

Hi,

Are there any instructions to install RT 4 on Debian Squeeze?

Thanks,

Gilbert.

Re: [rt-users] RT 4 - install on Debian Squeeze

[Nick Kartsioukas]

On Wed, 18 May 2011 23:08 +0200, Alexander Finger
a...@genevainformation.ch wrote:
 If you want to keep your install clean, try to install the necessary
 modules using apt-get instead of using fixdeps.

For our RT install, I found some Perl packages were too old or missing
from Debian repositories, so I built my own packages.  Install
dh-make-perl and devscripts, grab and unpack all the needed Perl module
source archives, then:
dh-make-perl Perlmodule-source/
cd Perlmodule-source
debuild -us -uc

Now you have a .deb package you can install.

Re: [rt-users] RT 4 - status report

[Jo Rhett]

On Mar 20, 2009, at 1:13 PM, Ruslan Zakirov wrote:
 If your crontool fails to write into file log then it's your mistake.
 File log is not designed to be used in production, use syslog and/or
 screen logging.

I never said file log.  That was easy to solve.  I can set rights on a  
file log.  The mason cache privileges get reset on every creation.

 crontool doesn't use mason cache, but dashboards mailer can and it has
 been fixed in 3.8.HEAD and the fix will be available in 3.8.3.

Awesome to hear.

 In a perfect world, I want to install RT as a single user, then run a
 separate HTTP instance as that same user, so that RT is running  
 within
 a single user account.  I'm mostly there on a dev install, but I've
 already had to modify far too many files for it to be a simple patch.
 As jesse suggested you can use --with-my-user-group option to do this.
 developers use it successfully for ages :)


Okay, if the official answer is that this should work then I'll file  
bugs against each thing that doesn't work.

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness



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Re: [rt-users] RT 4 - status report

[Jo Rhett]

On Mar 20, 2009, at 9:29 AM, Jesse Vincent wrote:
 At the same time, we've moved RT from its own homegrown application
 framework to Jifty, Best Practical's next-generation web application
 platform.  Jifty brings with it all sorts of new features which make  
 it
 easier to build out web services and web applications with less code  
 and
 easier support for modern Web 2.0 features.


That's good.  Would this change improve the ability to run RT in a  
virtual server environment, instead of having to pretty much commit an  
entire machine to it?   The number of things which must be done by  
root which don't actually need root permissions, and could run under  
a more limited user is quite large.  But they are difficult to  
overcome with hacking the source due to assumptions built into the code.

I've got RT working entirely within a virtual/shared web server  
environment, but it's a lot of work.  And honestly, the lot of work  
has entirely to do with built-in-assumptions rather than actual  
problems that prevent its implementation that way.  I'm trying to  
figure out how to document all of the work required for this.

If I was to grab to 4.0 codebase and start finding and sending patches  
to prevent these kind of assumptions from being made, it would make me  
a lot happier.  I'm also certain it would broaden the potential  
userbase and resolve a great many of the questions that come up on  
this list.

Not that OTRS is as good as RT.   But you can untar OTRS inside a  
shared virtual server and have it up and running without ever becoming  
root in 5 minutes.

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness



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Re: [rt-users] RT 4 - status report

[Jesse Vincent]

 That's good.  Would this change improve the ability to run RT in a  
 virtual server environment, instead of having to pretty much commit an  
 entire machine to it?   The number of things which must be done by  
 root which don't actually need root permissions, and could run under  
 a more limited user is quite large.  But they are difficult to  
 overcome with hacking the source due to assumptions built into the code.


Such as?

I run RT configured --with-my-user-group all the time.
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Re: [rt-users] RT 4 - status report

[Jo Rhett]

On Mar 20, 2009, at 10:28 AM, Jesse Vincent wrote:
 That's good.  Would this change improve the ability to run RT in a
 virtual server environment, instead of having to pretty much commit  
 an
 entire machine to it?   The number of things which must be done by
 root which don't actually need root permissions, and could run under
 a more limited user is quite large.  But they are difficult to
 overcome with hacking the source due to assumptions built into the  
 code.

 Such as?

 I run RT configured --with-my-user-group all the time.


Such as rt-crontool.   I fought through a week of trying to be able to  
run rt-crontool as any user other than root, and it never succeeded.   
If the mason-cache stuff was created using a consistent userid then we  
could run rt-crontool as that user.

In a perfect world, I want to install RT as a single user, then run a  
separate HTTP instance as that same user, so that RT is running within  
a single user account.  I'm mostly there on a dev install, but I've  
already had to modify far too many files for it to be a simple patch.

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness



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Re: [rt-users] RT 4 - status report

[Tom Lahti]

 At the same time, we've moved RT from its own homegrown application
 framework to Jifty, Best Practical's next-generation web application
 platform.  Jifty brings with it all sorts of new features which make it
 easier to build out web services and web applications with less code and
 easier support for modern Web 2.0 features. 

My big question here should be obvious: will RT 4.0 maintain the exact same
/REST/1.0/ API as RT 3.x?

Secondarily, will it expose additional web services beyond that?  /REST/2.0/
perhaps?

-- 
-- 
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   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- 
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Re: [rt-users] RT 4 - status report

[Jesse Vincent]

On Fri, Mar 20, 2009 at 12:32:44PM -0700, Tom Lahti wrote:
  At the same time, we've moved RT from its own homegrown application
  framework to Jifty, Best Practical's next-generation web application
  platform.  Jifty brings with it all sorts of new features which make it
  easier to build out web services and web applications with less code and
  easier support for modern Web 2.0 features. 
 
 My big question here should be obvious: will RT 4.0 maintain the exact same
 /REST/1.0/ API as RT 3.x?

Yes. And if it doesn't, it's a bug. Once we get to usable beta status,
please beat hard on it to make sure we cover all your cases.

 
 Secondarily, will it expose additional web services beyond that?  /REST/2.0/
 perhaps?

Yes. That's one of the things Jifty gets us 'free'.

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Re: [rt-users] RT 4 - status report

[Ruslan Zakirov]

On Fri, Mar 20, 2009 at 9:05 PM, Jo Rhett jrh...@netconsonance.com wrote:
 On Mar 20, 2009, at 10:28 AM, Jesse Vincent wrote:
 That's good.  Would this change improve the ability to run RT in a
 virtual server environment, instead of having to pretty much commit
 an
 entire machine to it?   The number of things which must be done by
 root which don't actually need root permissions, and could run under
 a more limited user is quite large.  But they are difficult to
 overcome with hacking the source due to assumptions built into the
 code.

 Such as?

 I run RT configured --with-my-user-group all the time.


 Such as rt-crontool.   I fought through a week of trying to be able to
 run rt-crontool as any user other than root, and it never succeeded.
 If the mason-cache stuff was created using a consistent userid then we
 could run rt-crontool as that user.
If your crontool fails to write into file log then it's your mistake.
File log is not designed to be used in production, use syslog and/or
screen logging.

crontool doesn't use mason cache, but dashboards mailer can and it has
been fixed in 3.8.HEAD and the fix will be available in 3.8.3.



 In a perfect world, I want to install RT as a single user, then run a
 separate HTTP instance as that same user, so that RT is running within
 a single user account.  I'm mostly there on a dev install, but I've
 already had to modify far too many files for it to be a simple patch.
As jesse suggested you can use --with-my-user-group option to do this.
developers use it successfully for ages :)



 --
 Jo Rhett
 Net Consonance : consonant endings by net philanthropy, open source
 and other randomness



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-- 
Best regards, Ruslan.
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RE: [rt-users] RT 4 (and online text-processing)

[Robert Grasso]

 There's something interesting to be found on CPAN. Although it doesn't 
 address the use case you're requesting directly, 
 think of it as a technology demo.
 
 http://search.cpan.org/~jesse/RT-TicketWhiteboard-1.7/
 
thank you for this interesting suggestion - I am going to test it (not 
immediately) and I will keep you informed.

Kind regards

--
  .-.   Robert GRASSO - CEDRAT S.A.
  /v\   15, Chemin de Malacher - ZIRST - 38246 MEYLAN Cedex - FRANCE 
 // \\  Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
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UNIX was not designed to stop you from doing stupid things, because 
  that would also stop you from doing clever things. -- Doug Gwyn
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RE: [rt-users] RT 4 [Draft tickets]

[Stephen Turner]

At Friday 6/1/2007 09:40 AM, Robert Grasso wrote:
oh well, I am very late with my answer, but I had this thought right 
now : so I don't know if this request has been submitted

already :

my users would deeply appreciate being able to temporarily SAVE a 
draft ticket, just to protect against a power shortage, sudden
interruptions, and such; I mean : one is writing a long email (this 
is regularly the case in our scientific business), this takes
time, and from time to time people would like to click on some 
Save button or link, so that they can be sure they will get their

mail back whatever can happen.

For the moment some of them use to write their email into 
MS-Outlook, save it regularly with Ctrl-S, and when they are satisfied
they copy it into the ticket and send it - but this is not a very 
satisfying workaround


Hello all,

I'm not sure why this generated so much controversy; it seems like a 
reasonable feature request. We had a similar one from our Help Desk, 
and we came up with this solution/workaround:


We created a text area custom field called Scratchpad. The usage is 
that anyone concerned about losing a long reply can type into this 
field, hitting Save as often as they want. When they've finished 
composing the message, they can copy  paste into the ticket's 
message/reply box and send.


The copy/paste might be a pain, but it wouldn't be too hard to add a 
control that would do the copy for you.


Steve


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RE: [rt-users] RT 4 [Draft tickets]

[Robert Grasso]

Hello Steven,

very nice workaround ! until we get a pure Ajax online editor (!) I am going to 
test this trick - this might interest some people
here. As I did not test these text areas before, I did not guess there was a 
Save button ! Thanks a lot !

---
Robert GRASSO
System Engineer

CEDRAT
15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE
Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
mailto:[EMAIL PROTECTED]
---
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 -Original Message-
 From: Stephen Turner [mailto:[EMAIL PROTECTED]
 Sent: Wednesday, June 06, 2007 3:29 PM
 To: Robert Grasso; Jesse Vincent; RT Users
 Subject: RE: [rt-users] RT 4 [Draft tickets]


 At Friday 6/1/2007 09:40 AM, Robert Grasso wrote:
 oh well, I am very late with my answer, but I had this thought right
 now : so I don't know if this request has been submitted
 already :
 
 my users would deeply appreciate being able to temporarily SAVE a
 draft ticket, just to protect against a power shortage, sudden
 interruptions, and such; I mean : one is writing a long email (this
 is regularly the case in our scientific business), this takes
 time, and from time to time people would like to click on some
 Save button or link, so that they can be sure they will get their
 mail back whatever can happen.
 
 For the moment some of them use to write their email into
 MS-Outlook, save it regularly with Ctrl-S, and when they are satisfied
 they copy it into the ticket and send it - but this is not a very
 satisfying workaround

 Hello all,

 I'm not sure why this generated so much controversy; it seems like a
 reasonable feature request. We had a similar one from our Help Desk,
 and we came up with this solution/workaround:

 We created a text area custom field called Scratchpad. The usage is
 that anyone concerned about losing a long reply can type into this
 field, hitting Save as often as they want. When they've finished
 composing the message, they can copy  paste into the ticket's
 message/reply box and send.

 The copy/paste might be a pain, but it wouldn't be too hard to add a
 control that would do the copy for you.

 Steve


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RE: [rt-users] RT 4 [Draft tickets]

[Stephen Turner]

At Wednesday 6/6/2007 10:43 AM, Robert Grasso wrote:

Hello Steven,

very nice workaround ! until we get a pure Ajax online editor (!) I 
am going to test this trick - this might interest some people
here. As I did not test these text areas before, I did not guess 
there was a Save button ! Thanks a lot !


---
Robert GRASSO
System Engineer


Robert,

I just realized that this workaround also depends on some other 
customizations we've done, so it might not fit so well into a plain 
RT install.


Specifically, we've added ticket custom fields to the Reply/Comment 
screen, so the Scratchpad field would appear alongside the reply 
message box. Also, we've added other ticket update screens that have 
both the custom fields and a reply message box.


So, this method may not be as good a workaround as I thought - sorry!

Steve 


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Re: [rt-users] RT 4

[Atro Tossavainen]

[Thanks for not cc'ing me explicitly, one copy via the list will do just fine.]

 well, whether it sucks or not, when you give your staff access to some
 software, they begin using it, that's all - then when you detect weaknesses
 in the soft,

As far as I can see, the weakness, as you call it, is not intrinsic
to RT, but should be addressed at the Web browser level, and as Toby
Darling already pointed out, there is an extension to Firefox that
solves the problem in a much more global manner.

I don't know about you and/or your users, but I practically never use
the RT web interface to answer tickets - I use email nearly 100% of
the time, precisely because I have much better tools available for
writing email (including, but not limited to, support for temporary
saves and therefore crash resistance).  Attempting to address this
issue in RT is, in my opinion, simply not the right place to do it.

(Of course I should mention that our RT is configured so that every-
body in the IT support team get copies of new tickets and all ticket
correspondence in their email already.  I do realize doing this would
be impractical or even impossible with a wider support personnel base
and/or significantly larger amounts of ticket traffic.)

-- 
Atro Tossavainen (Mr.)   / The Institute of Biotechnology at
Systems Analyst, Techno-Amish  / the University of Helsinki, Finland,
+358-9-19158939  UNIX Dinosaur / employs me, but my opinions are my own.
 URL : http : / / www . helsinki . fi / %7E atossava /  NO FILE ATTACHMENTS
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RE: [rt-users] RT 4

[Robert Grasso]

 I don't know about you and/or your users, but I practically never use
 the RT web interface to answer tickets - I use email nearly 100% of
 the time, precisely because I have much better tools available for
 writing email (including, but not limited to, support for temporary
 saves and therefore crash resistance).  Attempting to address this
 issue in RT is, in my opinion, simply not the right place to do it.



our support team is not in the IT staff. We use to sell CAD softwares, using 
finite elements methods, aimed to compute electrical
machines (engines etc). The people in our support staff are skilled physicists. 
But from an IT point of vue, they are ordinary
non-IT people. They are those kind of people that enjoy Microsoft because 
Microsoft makes IT so easy, so seamless. So nowadays
when they are in front of some kind of software (Web software ? desktop 
software ? there is no difference to them - they are not
interested in our technological debates), they use it expecting that it is easy 
and seamless and comfortable : shortly said,
Microsoftish software (and don't begin a debate with me on this : I do hate MS 
- but our people enjoy it : I cannot do anything
against this - and you can't either).

And so, yes, they DO type their answers into RT - and if some of them don't 
when they are afraid of losing a long email, they are
angry against RT : RT supplies an input field, so well, it must supply the 
usual comfort functions supplied by MS-Outlook. This
seems obvious to them.

Microsoft has accustomed so many people to consider that IT IS this colorful 
window with buttons and the mouse, now KDE and Gnome go
this way too (Gnome is hiding every possible technical aspect it can - it's a 
pain to me and geeks and a joy for non-IT people). I
can hear your arguments about the technical limitation of a browser and such. 
But usual people can't and don't want to. Usual people
want to use softwares (whatever software) without any kind of hassle - our 
support staff are these kind of people, and the
workaround that you use and suggest is an unpleasant fix to them, they dislike 
and reject it even if they use it, and the comfort
functions should be added, because this is the way IT goes nowadays (I was 
reporting here my people's opinion).

Don't forget also that our people mainly use MSIE : thus I cannot consider your 
argument about extensions, which are only for
Firefox (there are very few extensions for MSIE). Don't forget, too, that an 
extension can stop being maintained : this is happening
now, some interesting extensions don't seem to be maintained in FF 2.0. Being 
an IT administrator, I cannot have official and
important softwares used by many people rely on extensions - this is definitely 
not acceptable.

---
Robert GRASSO
System Engineer

CEDRAT
15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE
Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
mailto:[EMAIL PROTECTED]
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Re: [rt-users] RT 4

[Brian Gallew]

Robert Grasso wrote:
Microsoft has accustomed so many people to consider that IT IS this 
colorful window with buttons and the mouse, now KDE and Gnome go

this way too (Gnome is hiding every possible technical aspect it can - it's a 
pain to me and geeks and a joy for non-IT people). I
can hear your arguments about the technical limitation of a browser and such. 
But usual people can't and don't want to. Usual people
want to use softwares (whatever software) without any kind of hassle - our 
support staff are these kind of people, and the
workaround that you use and suggest is an unpleasant fix to them, they dislike and 
reject it even if they use it, and the comfort
functions should be added, because this is the way IT goes nowadays (I was 
reporting here my people's opinion).
  


Ignoring the obvious fact that you responded to an honest question about 
desired features with an honest request for a feature, I fear you are 
faced with an insurmountable problem: RT isn't client-based, and 
therefore has no interesting offline mode.  Outlook works the way it 
does because everything is written to local disk, and is running on the 
local machine.  You may want to look into the Java client that was 
advertised earlier (in spite of its deficiencies).


The email interface may actually be a valuable alternative.  Since you 
refer to Outlook, may I assume you are using Exchange Server?  If that's 
the case, there may be some interesting things you can do with forms and 
so forth (really, I don't know, as I don't use either).  Zimbra has a 
nice model which seems like someone with a gift for Exchange should be 
able to copy somewhat, though it's another web based product, and 
therefore subject to the deficiencies of any web-based products.

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RE: [rt-users] RT 4 (and online text-processing)

[Robert Grasso]

 Ignoring the obvious fact that you responded to an honest question about
 desired features with an honest request for a feature, I fear you are
 faced with an insurmountable problem: RT isn't client-based, and
 therefore has no interesting offline mode.  Outlook works the way it
 does because everything is written to local disk, and is running on the
 local machine.  You may want to look into the Java client that was
 advertised earlier (in spite of its deficiencies).

 The email interface may actually be a valuable alternative.  Since you
 refer to Outlook, may I assume you are using Exchange Server?  If that's
 the case, there may be some interesting things you can do with forms and
 so forth (really, I don't know, as I don't use either).  Zimbra has a
 nice model which seems like someone with a gift for Exchange should be
 able to copy somewhat, though it's another web based product, and
 therefore subject to the deficiencies of any web-based products.

we are using sendmail.

But I am wondering whether the problem is insurmountable : the draft could be 
saved INTO the database, with appropriate addressing
taking care of the current user and/or the current ticket number, and NOT on 
the local disk : what about the Wikipedia Show
Preview ? the currently edited page is saved ONTO their server, and my 
temporary page is not confused with somebody's else
temporary page. Thus there is an appropriate addressing.

More : what about Google text processing (formerly Writely) ? here we have all 
required features, bells and whistles, and everything
is online, not offline ! when I click on File-Save, my document is saved onto 
their servers, not on my local disk. Hey Jesse : I
DON'T expect that you embed a complete online text-processor into RT !! I am 
requesting for a simple online Save draft ...

---
Robert GRASSO
System Engineer

CEDRAT
15, Chemin de Malacher - Inovallée - 38246 MEYLAN Cedex - FRANCE
Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
mailto:[EMAIL PROTECTED]
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Re: [rt-users] RT 4 (and online text-processing)

[Isaac Vetter]

More : what about Google text processing (formerly Writely) ? here we have all 
required features, bells and whistles, and everything
is online, not offline ! when I click on File-Save, my document is saved onto 
their servers, not on my local disk. Hey Jesse : I
DON'T expect that you embed a complete online text-processor into RT !! I am requesting 
for a simple online Save draft ...



Ultimately, this questions boils down to the amount of ajax in the RT 
web interface. There are a number of opensource ajax word editors, one 
being FCKeditor:


http://www.fckeditor.net/

I believe that more ajax was one of the more common RT4 wishes.

It probably wouldn't be too difficult to make this an RT extension.

Isaa Vetter


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RE: [rt-users] RT 4

[Scott Golby]

 And so, yes, they DO type their answers into RT - and if some of them
 don't when they are afraid of losing a long email, they are
 angry against RT : RT supplies an input field, so well, it must supply
the
 usual comfort functions supplied by MS-Outlook. This
 seems obvious to them.

I don't think this request is beyond the realm of possibility.   I
investigated something slightly similar at another company I was working
for, but instead for adding a WYSIWYG interface to our internal Wiki.

I came across this editor which would replace the textbox on the webpage
http://www.fckeditor.net/

and it had a plug-in which would allow saving to disk (and to database)
http://www.saulmade.nl/FCKeditor/FCKPlugins.php

If RT had a configuration option to turn on fckeditor instead of the
textbox and you added the save to disk option it sounds like you'd be
most of the way to where you wanted to be.

I'd like to see RT with HTML replies and this FCKEditor and alike look
like a good way to do that.  Anyone had more experience with these types
of add-ons ?

- Scott


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Re: [rt-users] RT 4 (and online text-processing)

[Mikko Lipasti]

 More : what about Google text processing (formerly Writely) ? here we
 have all required features, bells and whistles, and everything
 is online, not offline ! when I click on File-Save, my document is
 saved onto their servers, not on my local disk. Hey Jesse : I
 DON'T expect that you embed a complete online text-processor into RT
 !! I am requesting for a simple online Save draft ...

There's something interesting to be found on CPAN. Although it doesn't address 
the use case you're requesting directly, think of it as a technology demo.

http://search.cpan.org/~jesse/RT-TicketWhiteboard-1.7/

The TicketWhiteboard extension provides a wiki-style text area which you can 
edit in place, using AJAX (or something). Check it out, if you can, and tell us 
if that kind of functionality, adapted to your scenario (per-ticket, per-user 
and perhaps optionally replacing textarea on the correspond page 
Ticket/Update.html), could address your problem.

Jesse, TicketWhiteboard is a brilliant idea, however the current implementation 
is a bit rough. This extension is quite definately something I'm going to have 
a serious look at once more pressing issues (unrelated to RT) are tackled.

--
Mikko Lipasti

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RE: [rt-users] RT 4

[Robert Grasso]

  my users would deeply appreciate being able to temporarily SAVE a draft
  ticket, just to protect against a power shortage, sudden interruptions,
  and such;

 Writing ticket responses in the web interface sucks.  Just use email
 instead so you get the facilities of whatever email client you're using.


well, whether it sucks or not, when you give your staff access to some 
software, they begin using it, that's all - then when you
detect weaknesses in the soft, as an emergency solution you can setup some 
workaround, but at the same time you ask for
improvements - this is exactly what I am doing. Don't forget that normal 
staffers, not being members of the IT staff, are just
normal people who don't enjoy dealing with workarounds - why should they ? 
Rather, WE (IT people, software developers) have to
supply correctly functioning software. This is why I am asking for 
improvements. Not for me : I can bear workarounds - I am using
workarounds all day long; but I am asking improvements for my support staff : 
they do need them.

---
Robert GRASSO
System Engineer

CEDRAT
15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE
Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
mailto:[EMAIL PROTECTED]
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Re: [rt-users] RT 4

[Atro Tossavainen]

 my users would deeply appreciate being able to temporarily SAVE a draft
 ticket, just to protect against a power shortage, sudden interruptions,
 and such;

Writing ticket responses in the web interface sucks.  Just use email
instead so you get the facilities of whatever email client you're using.

-- 
Atro Tossavainen (Mr.)   / The Institute of Biotechnology at
Systems Analyst, Techno-Amish  / the University of Helsinki, Finland,
+358-9-19158939  UNIX Dinosaur / employs me, but my opinions are my own.
 URL : http : / / www . helsinki . fi / %7E atossava /  NO FILE ATTACHMENTS
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RE: [rt-users] RT 4

[Robert Grasso]

oh well, I am very late with my answer, but I had this thought right now : so I 
don't know if this request has been submitted
already :

my users would deeply appreciate being able to temporarily SAVE a draft ticket, 
just to protect against a power shortage, sudden
interruptions, and such; I mean : one is writing a long email (this is 
regularly the case in our scientific business), this takes
time, and from time to time people would like to click on some Save button or 
link, so that they can be sure they will get their
mail back whatever can happen.

For the moment some of them use to write their email into MS-Outlook, save it 
regularly with Ctrl-S, and when they are satisfied
they copy it into the ticket and send it - but this is not a very satisfying 
workaround

---
Robert GRASSO
System Engineer

CEDRAT
15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE
Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
mailto:[EMAIL PROTECTED]
---
Support service   : mailto:[EMAIL PROTECTED]
Commercial service : mailto:[EMAIL PROTECTED]
Web site  : http://www.cedrat.com



 -Original Message-
 From: [EMAIL PROTECTED]
 [mailto:[EMAIL PROTECTED] Behalf Of Jesse
 Vincent
 Sent: Tuesday, May 01, 2007 7:55 PM
 To: RT Users
 Subject: [rt-users] RT 4


 If, for the sake of argument, Best Practical were to rewrite RT, what
 would you want to see in the new product?

 Think big.

 Jesse


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Re: [rt-users] RT 4

[Toby Darling]

my users would deeply appreciate being able to temporarily SAVE a draft ticket


If they're using firefox, I can recommend the Save Text Area extension, 
it's got save to, and load from file, as well as autosave.


Cheers
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RE: [rt-users] RT 4

[Robert Grasso]

oh, I agree, I am using such an extension myself - but first, not all of our 
staffers use Firefox, many of them use MSIE - and I
cannot change this - but anyway, so many office softwares, proprietary or not, 
use to supply such a Save as function nowadays
(OpenOffice does), that you would expect that it's implemented in the software 
you are using, without having to setup some
workaround yourself ...

---
Robert GRASSO
System Engineer

CEDRAT
15, Chemin de Malacher - Inovallée - 38246 MEYLAN Cedex - FRANCE
Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
mailto:[EMAIL PROTECTED]
---
Support service   : mailto:[EMAIL PROTECTED]
Commercial service : mailto:[EMAIL PROTECTED]
Web site  : http://www.cedrat.com



 -Original Message-
 From: [EMAIL PROTECTED]
 [mailto:[EMAIL PROTECTED] Behalf Of Toby
 Darling
 Sent: Friday, June 01, 2007 3:58 PM
 To: RT Users
 Subject: Re: [rt-users] RT 4


  my users would deeply appreciate being able to temporarily SAVE a draft 
  ticket

 If they're using firefox, I can recommend the Save Text Area extension,
 it's got save to, and load from file, as well as autosave.

 Cheers
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Re: [rt-users] RT 4

[Ole Craig]

On Fri, 2007-05-25 at 11:31 +0930, Tom Lanyon wrote:
 RT is currently *not* a customer database, it is a ticketing system.
 
 We are getting pressured to move to systems like NetSuite or
 SugarCRM  
 because they have built in ticketing systems providing similar  
 functionality to RT and also manage all of the customer information  
 and relations. 

I convinced management to try my skunkworks RT installation because
SugarCRM was absolutely unusable for trouble ticket tracking. (It takes
me 20 seconds to open a ticket in RT; it took me over three minutes in
SugarCRM running on quite nice hardware.)

We've since moved back to SalesForce for sales engagements and we're
using RT for customer-facing support and we're on the whole happier,
although there are complaints about stuff missing from RT (the present
topic -- associating several 'users' with a single 'customer' -- and
emailable reporting are the two biggies.)

-- 
/Ole Craig
Security Engineer
Team lead, customer support

[EMAIL PROTECTED]
303-381-3824 direct
303-381-3802 support
303-381-3880 fax

www.stillsecure.com

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RE: [rt-users] RT 4

[Justin Brodley]

Out of curiosity has anyone at Best Practical evaluated the suggestions and 
determined feasibility of any of these suggestions.


Justin Brodley 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Atro Tossavainen
Sent: Monday, May 28, 2007 4:50 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT 4

On Fri, 4 May 2007, Mathew Snyder wrote:

  * Spam!!!

 So, you want RT to send spam?  ;)

Some of the suggestions presented in this conversation would actually lead
to that.

If RT were to contain a moderation system and send anything in response to
Rejected tickets, the rejection notices would go to the owners of forged
sender addresses in the spams and viruses you would reject.  That's called
backscatter and will get your system listed as a sender of spam in many
places.  Don't do it, don't even think of doing it.

Likewise for sender verification / challenge-response schemes in any
form.  Challenges for messages one has not sent are spam to the owner
of the forged sender address.

If anybody reading this operates a mail system that does challenge/
response, or operates a spam filter such as Barracuda Spam Firewall
or MailMarshal that in its default configuration accuses the owner
of the forged sender address of having sent you the spam, now is the
time to stop.  The accusations are spam to the unrelated third parties.

-- 
Atro Tossavainen (Mr.)   / The Institute of Biotechnology at
Systems Analyst, Techno-Amish  / the University of Helsinki, Finland,
+358-9-19158939  UNIX Dinosaur / employs me, but my opinions are my own.
 URL : http : / / www . helsinki . fi / %7E atossava /  NO FILE ATTACHMENTS
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Re: [rt-users] RT 4

[Jesse Vincent]

On May 29, 2007, at 12:55 PM, Justin Brodley wrote:

Out of curiosity has anyone at Best Practical evaluated the  
suggestions and determined feasibility of any of these suggestions.


We've certainly paid keen attention to what folks are looking for.  
And what users are actually doing impacts our future plans quite a  
bit. But we don't tend to comment on future features before we build  
them unless a specific customer is underwriting that feature (and  
tells us we can talk about it before we release it.)


If there's something you need on a schedule, that's how we earn our  
pizza and coca-cola.


Best,
Jesse


Justin Brodley


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Re: [rt-users] RT 4

[Atro Tossavainen]

On Fri, 4 May 2007, Mathew Snyder wrote:

  * Spam!!!

 So, you want RT to send spam?  ;)

Some of the suggestions presented in this conversation would actually lead
to that.

If RT were to contain a moderation system and send anything in response to
Rejected tickets, the rejection notices would go to the owners of forged
sender addresses in the spams and viruses you would reject.  That's called
backscatter and will get your system listed as a sender of spam in many
places.  Don't do it, don't even think of doing it.

Likewise for sender verification / challenge-response schemes in any
form.  Challenges for messages one has not sent are spam to the owner
of the forged sender address.

If anybody reading this operates a mail system that does challenge/
response, or operates a spam filter such as Barracuda Spam Firewall
or MailMarshal that in its default configuration accuses the owner
of the forged sender address of having sent you the spam, now is the
time to stop.  The accusations are spam to the unrelated third parties.

-- 
Atro Tossavainen (Mr.)   / The Institute of Biotechnology at
Systems Analyst, Techno-Amish  / the University of Helsinki, Finland,
+358-9-19158939  UNIX Dinosaur / employs me, but my opinions are my own.
 URL : http : / / www . helsinki . fi / %7E atossava /  NO FILE ATTACHMENTS
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Re: [rt-users] RT 4

[Mark Langkau]

We are also looking at SugarCRM (and it's ability to work with the 
Asterisk PBX). Rather than build CRM features into RT, it would be nice 
(for us) to have RT integrate with SugarCRM as an optional/stronger 
replacement for the SugarCRM ticket system.


We like RT, and as others have expressed here, we could really use the 
concept of a Company record to link individual requesters to. Even an 
alias linkage of some kind would be helpful. ([EMAIL PROTECTED] is 
also [EMAIL PROTECTED] and is also [EMAIL PROTECTED] - depending on 
where he is at the moment he opens tickets for his company using all 
three email accounts).


Just a thought..

Mark


On 25/05/2007, at 11:10 AM, Mathew Snyder wrote:

 - Customer database and the ability to track tickets per customer
  


 But this is what RT does anyway



RT is currently *not* a customer database, it is a ticketing system.

We are getting pressured to move to systems like NetSuite or SugarCRM  
because they have built in ticketing systems providing similar  
functionality to RT and also manage all of the customer information  
and relations.


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Re: [rt-users] RT 4

[Bob Goldstein]

We are also looking at SugarCRM (and it's ability to work with the 
Asterisk PBX). Rather than build CRM features into RT, it would be nice 
(for us) to have RT integrate with SugarCRM as an optional/stronger 
replacement for the SugarCRM ticket system.

I'm all for a better API, for exactly such integrations.

However, I still wonder: Doesn't the idea of having an RT
group represent a customer work?  You could have all the
various customer representatives in that group.  Have
a special user in that group represent the customer as a whole,
with appropriate flags or custom fields to represent your
relationship with the customer.

And so on.  Does this not provide the functionality you
need?  Or is the fact that RT doesn't have the Customer Concept
explicit out-of-the-box offputting?  Just curious.

Hmm, I think tracking all the customer-related tickets would
be easy.  Tracking changes to the customer group itself,
or to the special customer user might be harder.


We like RT, and as others have expressed here, we could really use the 
concept of a Company record to link individual requesters to. Even an 
alias linkage of some kind would be helpful. ([EMAIL PROTECTED] is 
also [EMAIL PROTECTED] and is also [EMAIL PROTECTED] - depending on 
where he is at the moment he opens tickets for his company using all 
three email accounts).

Right.  This is an issue whether you have Customers or not.
You might like to map multiple email addresses to a single user.
I could see identifying a user based on matching a list of addresses.
But which address do you use when RT sends email, particularly
if the transaction was created by a consultant or done on the
web?  The last address used by this user?  The first?  All of them?

   bobg


Just a thought..

Mark

 On 25/05/2007, at 11:10 AM, Mathew Snyder wrote:
  - Customer database and the ability to track tickets per customer
   
 
  But this is what RT does anyway
 

 RT is currently *not* a customer database, it is a ticketing system.

 We are getting pressured to move to systems like NetSuite or SugarCRM  
 because they have built in ticketing systems providing similar  
 functionality to RT and also manage all of the customer information  
 and relations.

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Re: [rt-users] RT 4

[Tom Lanyon]

On 02/05/2007, at 3:24 AM, Jesse Vincent wrote:

If, for the sake of argument, Best Practical were to rewrite RT,  
what would you want to see in the new product?


Think big.

Jesse


Whilst we haven't had anything wrong with RT, the 'powers from above'  
are evaluating other products and looking to move away from RT (oh  
no!) to a more integrated solution.


Therefore our requirements would be:

- Customer database and the ability to track tickets per customer
	- Extended time tracking: start/stop tracking time against a ticket  
then report on time spent per customer


Thanks.

--
Tom Lanyon
Systems Administrator
NetSpot Pty Ltd


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Re: [rt-users] RT 4

[Mathew Snyder]

Tom Lanyon wrote:
 On 02/05/2007, at 3:24 AM, Jesse Vincent wrote:
 
 If, for the sake of argument, Best Practical were to rewrite RT, what
 would you want to see in the new product?

 Think big.

 Jesse
 
 Whilst we haven't had anything wrong with RT, the 'powers from above'
 are evaluating other products and looking to move away from RT (oh no!)
 to a more integrated solution.
 
 Therefore our requirements would be:
 
 - Customer database and the ability to track tickets per customer

But this is what RT does anyway

 - Extended time tracking: start/stop tracking time against a ticket
 then report on time spent per customer
While it would be nice to see this integrated as part of a more robust reporting
feature, we took matter into our own hands and wrote scripts which simply use
the the RT API to gather the data needed, manipulate and format it and email the
results to the powers that be.

 
 Thanks.
 
 -- 
 Tom Lanyon
 Systems Administrator
 NetSpot Pty Ltd

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RE: [rt-users] RT 4

[Kelly F. Hickel]

 -Original Message-
 From: [EMAIL PROTECTED] [mailto:rt-users-
 [EMAIL PROTECTED] On Behalf Of Mathew Snyder
 Sent: Thursday, May 24, 2007 8:40 PM
 To: Tom Lanyon
 Cc: RT Users
 Subject: Re: [rt-users] RT 4
 
 Tom Lanyon wrote:
  On 02/05/2007, at 3:24 AM, Jesse Vincent wrote:
 
  If, for the sake of argument, Best Practical were to rewrite RT,
what
  would you want to see in the new product?
 
  Think big.
 
  Jesse
 
  Whilst we haven't had anything wrong with RT, the 'powers from
above'
  are evaluating other products and looking to move away from RT (oh
no!)
  to a more integrated solution.
 
  Therefore our requirements would be:
 
  - Customer database and the ability to track tickets per
customer
 
 But this is what RT does anyway

No, it doesn't.  It tracks by a user.  Customers (often) have many
users.  This is (to me) the same thing as discussed in the Customer
Centric RT thread recently.  For instance, our customers may have
several installations of our product, on various operating systems, with
various backend databases.  Rather than having to capture this data in
every ticket, it would be much better to have it in an Organization
Record, that might include such things as the list of users authorized
to open support tickets, an escalation path, people responsible for
purchasing and so on.

Realistically, this may best be handled by adding a User Custom Field
that refers to an external customer information database.  However,
having all (or at least most) of that information on the ticket screen
would be preferable, and being able to search for all tickets by all
users for a certain customer is an absolute requirement.

-Kelly

 
  - Extended time tracking: start/stop tracking time against a
ticket
  then report on time spent per customer
 While it would be nice to see this integrated as part of a more robust
 reporting
 feature, we took matter into our own hands and wrote scripts which
simply
 use
 the the RT API to gather the data needed, manipulate and format it and
 email the
 results to the powers that be.
 
 
  Thanks.
 
  --
  Tom Lanyon
  Systems Administrator
  NetSpot Pty Ltd
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Re: [rt-users] RT 4

[Tom Lanyon]

On 25/05/2007, at 11:10 AM, Mathew Snyder wrote:


- Customer database and the ability to track tickets per customer


But this is what RT does anyway


RT is currently *not* a customer database, it is a ticketing system.

We are getting pressured to move to systems like NetSuite or SugarCRM  
because they have built in ticketing systems providing similar  
functionality to RT and also manage all of the customer information  
and relations.


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Re: [rt-users] RT 4

[Tom Lanyon]

On 25/05/2007, at 11:27 AM, Kelly F. Hickel wrote:

No, it doesn't.  It tracks by a user.  Customers (often) have many
users.  This is (to me) the same thing as discussed in the Customer
Centric RT thread recently.  For instance, our customers may have
several installations of our product, on various operating systems,  
with

various backend databases.  Rather than having to capture this data in
every ticket, it would be much better to have it in an Organization
Record, that might include such things as the list of users  
authorized

to open support tickets, an escalation path, people responsible for
purchasing and so on.

Realistically, this may best be handled by adding a User Custom Field
that refers to an external customer information database.  However,
having all (or at least most) of that information on the ticket screen
would be preferable, and being able to search for all tickets by all
users for a certain customer is an absolute requirement.

-Kelly


Correct. I presented the option of having a 'client' custom field  
which references the client in an external customer information  
database, however the general response is 'why would we do that when  
we can move to a system with it all built in?'.


Even though we can customise RT to the level that it is 'almost' one  
system, there are other systems out there which 'do it all'.


Perhaps an expansion of RT's extension capabilities to make it easier  
to write an RT customer relation management extension, for example,  
would be a better project...

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RE: [rt-users] RT 4

[Baytalskiy, Sal]

It almost sounds like RT needs a CRM addon, similar to RTFM or AT...
I think AT can serve as a starting point for this, from what I've seen it
do...Only define Customers instead of Assets. 


Thanks !
Sal Baytalskiy
DBG CTO Middleware
201-469-8459
[EMAIL PROTECTED]


-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Tom Lanyon
Sent: Thursday, May 24, 2007 10:02 PM
To: Mathew Snyder
Cc: RT Users
Subject: Re: [rt-users] RT 4


On 25/05/2007, at 11:10 AM, Mathew Snyder wrote:

 - Customer database and the ability to track tickets per customer

 But this is what RT does anyway

RT is currently *not* a customer database, it is a ticketing system.

We are getting pressured to move to systems like NetSuite or SugarCRM
because they have built in ticketing systems providing similar functionality
to RT and also manage all of the customer information and relations.

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Re: [rt-users] RT 4

[Mathew Snyder]

The ability to customize the colors easily from the Configuration menu.

Mathew
Keep up with me and what I'm up to: http://theillien.blogspot.com


Jesse Vincent wrote:
 If, for the sake of argument, Best Practical were to rewrite RT, what
 would you want to see in the new product?
 
 Think big.
 
 Jesse
 
 
 
 
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RE: [rt-users] RT 4

[Baytalskiy, Sal]

Using Nagios as an example.
Its written also in Perl, but there's a Java port which basically eliminates
the installation completely.
Download a bunch JARs and fire up Java.
If there was a port of RT in Java - this would do wonders for the adoption
rate.
Many big corporation don't allow open source stuff and Perl-based software
in particular...
 

-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Mathew Snyder
Sent: Friday, May 18, 2007 2:20 AM
To: Jesse Vincent
Cc: RT Users
Subject: Re: [rt-users] RT 4

The ability to customize the colors easily from the Configuration menu.

Mathew
Keep up with me and what I'm up to: http://theillien.blogspot.com


Jesse Vincent wrote:
 If, for the sake of argument, Best Practical were to rewrite RT, what 
 would you want to see in the new product?
 
 Think big.
 
 Jesse
 
 
 --
 --
 
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Re: [rt-users] RT 4

[Bob Goldstein]

Using Nagios as an example.
Its written also in Perl, but there's a Java port which basically eliminates
the installation completely.
Download a bunch JARs and fire up Java.
If there was a port of RT in Java - this would do wonders for the adoption
rate.
Many big corporation don't allow open source stuff and Perl-based software
in particular...

That makes my head spin!

Are you saying the installation is a turnoff, regardless of language?
If so, there are alternatives to java, such as a VM image.
Or, like WebGUI (a CMS I'm playing with), you can download
a full runtime, including apache, mysql, and perl itself,
so there isn't the usuall installation.

Are you saying it must be java, just because of policy?
That the shop knows java, doesn't know perl, and won't
install anything but java?  

Are you saying bigcos don't like things writting in perl
because perl is open source?  Even if the app is not open?
Even though RT is open in the way I care about, it is closed
in the sense that changes in the official distribution are
vetted by a company.   Besides, what now that java is being open-sourced?

I'm not that familiar with nagios.  Do the jars include a database
and web server?  Also, how do they ensure that the perl and java
versions actually work the same?

  bobg
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RE: [rt-users] RT 4

[Baytalskiy, Sal]

Whoa, take it easy...
All I'm saying, and this is coming from personal experience trying to bring
RT into my workplace, it is very difficult to introduce this type of
software (no matter how good it is) into a huge company.
When our security group hears about Perl or sendmail or MySQL - you can
pretty much kiss your software goodbye.

Now, the reason I took Java as an example is because while it is (almost)
open source - it is also installed on every UNIX box.
There's no reason to have GCC and other supporting software in order to
install the software you want.

Also, with Java 1.5 - there's an ability to have embedded DB.

It may very well be a VM image. I've playing with a monitoring solution
called Zenoss which gives you a VM image that you can fire up in 20 minutes
and have a complete working solution.

In any event, in my company it is VERY difficult to bring RT in through the
official channels precisely because of the install process.

Sal.

-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Bob Goldstein
Sent: Friday, May 18, 2007 9:57 AM
To: RT Users
Subject: Re: [rt-users] RT 4 

Using Nagios as an example.
Its written also in Perl, but there's a Java port which basically 
eliminates the installation completely.
Download a bunch JARs and fire up Java.
If there was a port of RT in Java - this would do wonders for the 
adoption rate.
Many big corporation don't allow open source stuff and Perl-based 
software in particular...

That makes my head spin!

Are you saying the installation is a turnoff, regardless of language?
If so, there are alternatives to java, such as a VM image.
Or, like WebGUI (a CMS I'm playing with), you can download a full runtime,
including apache, mysql, and perl itself, so there isn't the usuall
installation.

Are you saying it must be java, just because of policy?
That the shop knows java, doesn't know perl, and won't install anything but
java?  

Are you saying bigcos don't like things writting in perl because perl is
open source?  Even if the app is not open?
Even though RT is open in the way I care about, it is closed in the sense
that changes in the official distribution are
vetted by a company.   Besides, what now that java is being open-sourced?

I'm not that familiar with nagios.  Do the jars include a database and web
server?  Also, how do they ensure that the perl and java versions actually
work the same?

  bobg
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RE: [rt-users] RT 4

[Baytalskiy, Sal]

I'm sorry too...What do you think, I like this situation? I can't stand it.
It took weeks of pleeding with my manager just to get him to look at RT...
Whatever, it just suxx, when a corporation is so narrow-minded...

Sorry, just venting...

-Original Message-
From: Robert Long [mailto:[EMAIL PROTECTED] 
Sent: Friday, May 18, 2007 2:16 PM
To: Baytalskiy, Sal
Cc: RT Users
Subject: Re: [rt-users] RT 4


Ah, I would like to disagree with part of your post regarding who Nagios is
written ;

Nagios is written in C.  It has a built in perl interpreter to run plugins
that are written in perl faster, but even so, all of the official plugins
that come with Nagios are written in in C as well. 
Nagios is not written in Perl:

# find nagios-2.9/ -name *.c | wc -l
50


Using the 'Blue' java port of nagios wouldn't eliminate the use of perl in
any fashion - the only components of Nagios that use perl are contributed
and custom plugins - if you're using those under Nagios or under 'Blue',
they're still going to be perl/lisp/python/ruby/whatever.

Another thing I can't help but think about is; how is changing the language
from anything to perl going to make it not open sourced? 

I'm sorry you work / live in a world where open sourced software and perl
are looked down upon and the policy is to avoid such things.

.r'

Baytalskiy, Sal wrote:
 Using Nagios as an example.
 Its written also in Perl, but there's a Java port which basically 
 eliminates the installation completely.
 Download a bunch JARs and fire up Java.
 If there was a port of RT in Java - this would do wonders for the 
 adoption rate.
 Many big corporation don't allow open source stuff and Perl-based 
 software in particular...
  

 -Original Message-
 From: [EMAIL PROTECTED]
 [mailto:[EMAIL PROTECTED] On Behalf Of Mathew 
 Snyder
 Sent: Friday, May 18, 2007 2:20 AM
 To: Jesse Vincent
 Cc: RT Users
 Subject: Re: [rt-users] RT 4

 The ability to customize the colors easily from the Configuration menu.

 Mathew
 Keep up with me and what I'm up to: http://theillien.blogspot.com


 Jesse Vincent wrote:
   
 If, for the sake of argument, Best Practical were to rewrite RT, what 
 would you want to see in the new product?

 Think big.

 Jesse


 -
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Re: [rt-users] RT 4

[Robert Long]

Ah, I would like to disagree with part of your post regarding who Nagios
is written ;

Nagios is written in C.  It has a built in perl interpreter to run
plugins that are written in perl faster, but even so, all of the
official plugins that come with Nagios are written in in C as well. 
Nagios is not written in Perl:

# find nagios-2.9/ -name *.c | wc -l
50


Using the 'Blue' java port of nagios wouldn't eliminate the use of perl
in any fashion - the only components of Nagios that use perl are
contributed and custom plugins - if you're using those under Nagios or
under 'Blue', they're still going to be perl/lisp/python/ruby/whatever.

Another thing I can't help but think about is; how is changing the
language from anything to perl going to make it not open sourced? 

I'm sorry you work / live in a world where open sourced software and
perl are looked down upon and the policy is to avoid such things.

.r'

Baytalskiy, Sal wrote:
 Using Nagios as an example.
 Its written also in Perl, but there's a Java port which basically eliminates
 the installation completely.
 Download a bunch JARs and fire up Java.
 If there was a port of RT in Java - this would do wonders for the adoption
 rate.
 Many big corporation don't allow open source stuff and Perl-based software
 in particular...
  

 -Original Message-
 From: [EMAIL PROTECTED]
 [mailto:[EMAIL PROTECTED] On Behalf Of Mathew Snyder
 Sent: Friday, May 18, 2007 2:20 AM
 To: Jesse Vincent
 Cc: RT Users
 Subject: Re: [rt-users] RT 4

 The ability to customize the colors easily from the Configuration menu.

 Mathew
 Keep up with me and what I'm up to: http://theillien.blogspot.com


 Jesse Vincent wrote:
   
 If, for the sake of argument, Best Practical were to rewrite RT, what 
 would you want to see in the new product?

 Think big.

 Jesse


 --
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RE: [rt-users] RT 4

[Matthew Keller]

Please don't translate YOUR company/woes to many big corporation.
That's completely ridiculous.

On Fri, 2007-05-18 at 02:25 -0400, Baytalskiy, Sal wrote:
 Using Nagios as an example.
 Its written also in Perl, but there's a Java port which basically eliminates
 the installation completely.
 Download a bunch JARs and fire up Java.
 If there was a port of RT in Java - this would do wonders for the adoption
 rate.
 Many big corporation don't allow open source stuff and Perl-based software
 in particular...
  
 
 -Original Message-
 From: [EMAIL PROTECTED]
 [mailto:[EMAIL PROTECTED] On Behalf Of Mathew Snyder
 Sent: Friday, May 18, 2007 2:20 AM
 To: Jesse Vincent
 Cc: RT Users
 Subject: Re: [rt-users] RT 4
 
 The ability to customize the colors easily from the Configuration menu.
 
 Mathew
 Keep up with me and what I'm up to: http://theillien.blogspot.com
 
 
 Jesse Vincent wrote:
  If, for the sake of argument, Best Practical were to rewrite RT, what 
  would you want to see in the new product?
  
  Think big.
  
  Jesse
  
  
  --
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RE: [rt-users] RT 4

[Baytalskiy, Sal]

I wish you were right... 

-Original Message-
From: Matthew Keller [mailto:[EMAIL PROTECTED] 
Sent: Friday, May 18, 2007 8:36 PM
To: Baytalskiy, Sal
Cc: Mathew Snyder; Jesse Vincent; RT Users
Subject: RE: [rt-users] RT 4

Please don't translate YOUR company/woes to many big corporation.
That's completely ridiculous.

On Fri, 2007-05-18 at 02:25 -0400, Baytalskiy, Sal wrote:
 Using Nagios as an example.
 Its written also in Perl, but there's a Java port which basically 
 eliminates the installation completely.
 Download a bunch JARs and fire up Java.
 If there was a port of RT in Java - this would do wonders for the 
 adoption rate.
 Many big corporation don't allow open source stuff and Perl-based 
 software in particular...
  
 
 -Original Message-
 From: [EMAIL PROTECTED]
 [mailto:[EMAIL PROTECTED] On Behalf Of Mathew 
 Snyder
 Sent: Friday, May 18, 2007 2:20 AM
 To: Jesse Vincent
 Cc: RT Users
 Subject: Re: [rt-users] RT 4
 
 The ability to customize the colors easily from the Configuration menu.
 
 Mathew
 Keep up with me and what I'm up to: http://theillien.blogspot.com
 
 
 Jesse Vincent wrote:
  If, for the sake of argument, Best Practical were to rewrite RT, 
  what would you want to see in the new product?
  
  Think big.
  
  Jesse
  
  
  
  --
  --
  
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OT: Open Minds in IT IN CA: was (Re: [rt-users] RT 4)

[Robert G. Werner]

Baytalskiy, Sal wrote:
I wish you were right... 


[snip]
It certainly hasn't been my experience.  My bosses really like it when 
I make something happen and it doesn't cost them much of anything but 
my time.


Certainly,  my bosses aren't open source zealots.  We are an Oracle 
shop.  But ever place I've worked,  when I bring in important 
improvements in network reliability and monitoring or now trouble 
ticket tracking with RT the response has been ecstatic and the fact 
that it doesn't cost anything has been huge.


The added luxury of being able to modify and look at the code has been 
icing on the cake.


My experiences have mostly been in relatively small shops (50 - 300 
people) over the last 10 years in California so take what I say with 
an enormous grain of salt.


But really,  to me,  it sounds like there are better jobs out there 
for you.


--
Robert G. Werner (Network Systems Administrator)
[EMAIL PROTECTED]

559.244.3734

On the Internet, nobody knows you're a dog.
-- Cartoon caption
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Re: OT: Open Minds in IT IN CA: was (Re: [rt-users] RT 4)

[Andrew Redman]

 Original Message 

  

  Subject: 
  Re: OT: Open Minds in IT IN CA: was (Re: [rt-users] RT 4)


  Date: 
  Fri, 18 May 2007 21:06:12 -0700


  From: 
  Andrew Redman [EMAIL PROTECTED]


  To: 
  Robert G. Werner [EMAIL PROTECTED]


  References: 
  [EMAIL PROTECTED]
[EMAIL PROTECTED]

  



Just as a comment, the Boss loved it when I got RT working, and his Boss 
loved it when we started to get stats on performance improvements from 
it, so that was all groovy. That said, there is one person in our 
department (the oldest and arguably least competent, though there is 
quite a lively competition for that title...) has the idea that "If I 
pay more for it, it must be better" firmly embedded in his head. We were 
looking at 3 backup systems, one cost $5k and did everything we wanted 
and more, the other was $30k, and fell short of a few of our 
requirements, and he insisted that the $30k one was the way to go. I 
suppose if you had a couple people like that in key positions in a 
company then OSS could have some difficulty...

Anyway, I'm just glad he's not my boss. Keep up the RT awesomeness. - Andrew

Robert G. Werner wrote:
 Baytalskiy, Sal wrote:
 I wish you were right...
 [snip]
 It certainly hasn't been my experience.  My bosses really like it when 
 I make something happen and it doesn't cost them much of anything but 
 my time.

 Certainly,  my bosses aren't open source zealots.  We are an Oracle 
 shop.  But ever place I've worked,  when I bring in important 
 improvements in network reliability and monitoring or now trouble 
 ticket tracking with RT the response has been ecstatic and the fact 
 that it doesn't cost anything has been huge.

 The added luxury of being able to modify and look at the code has been 
 icing on the cake.

 My experiences have mostly been in relatively small shops (50 - 300 
 people) over the last 10 years in California so take what I say with 
 an enormous grain of salt.

 But really,  to me,  it sounds like there are better jobs out there 
 for you.





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RE: Open Minds in IT IN CA: was (Re: [rt-users] RT 4)

[Baytalskiy, Sal]

I envy you. I really do.
In the past 13 years I've been working in IT (development and then
midlleware/operations) for fairly large corporations.
And I have to say that every single GOOD piece of software that I tried to
bring in - had to be fought for. To the point when its almost not worth it
to even try. Its extremely frustrating and just irritates me to no end. The
narrow-mindness and inability to see good things of the upper management is
astounding. The amounts of money being literally WASTED on crappy software
simply because some clown up on top (who's never going to use it) decided
so...This is only possible in large companies because a smaller shop just
wouldn't be able to survive like that.
I guess West Coast has always been more open to new things, maybe because of
Palo Alto and all the good things that came out of there, plus I think the
people are just generally more open-minded.
Out here, in NY, its just not like that...unfortunately...


-Original Message-
From: Robert G. Werner [mailto:[EMAIL PROTECTED] 
Sent: Friday, May 18, 2007 11:57 PM
To: Baytalskiy, Sal
Cc: Matthew Keller; RT Users
Subject: OT: Open Minds in IT IN CA: was (Re: [rt-users] RT 4)

Baytalskiy, Sal wrote:
 I wish you were right... 
 
[snip]
It certainly hasn't been my experience.  My bosses really like it when I
make something happen and it doesn't cost them much of anything but my time.

Certainly,  my bosses aren't open source zealots.  We are an Oracle shop.
But ever place I've worked,  when I bring in important improvements in
network reliability and monitoring or now trouble ticket tracking with RT
the response has been ecstatic and the fact that it doesn't cost anything
has been huge.

The added luxury of being able to modify and look at the code has been icing
on the cake.

My experiences have mostly been in relatively small shops (50 - 300
people) over the last 10 years in California so take what I say with an
enormous grain of salt.

But really,  to me,  it sounds like there are better jobs out there for you.

--
Robert G. Werner (Network Systems Administrator) [EMAIL PROTECTED]

559.244.3734

On the Internet, nobody knows you're a dog.
-- Cartoon caption
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RE: OT: Open Minds in IT IN CA: was (Re: [rt-users] RT 4)

[Baytalskiy, Sal]

I hear that.
We have another piece of software that we're supposed to be using for ticket
tracking.
Nobody really uses it except for Production stuff (we simply have to)
because it is difficult to use, slow, poorly configured, list goes on.
Sure, they paid 6 figures for it - so naturally its the next best thing. The
only problem is - they can't make anyone use it :-)
Just goes to show...
And then i set up RT in about half a day and run a POC internally in our
group.
The only management person who's seen it is our manager because we just
can't let anyone know we're using something that hasn't been approved.
And we all know it won't ever be approved, no matter how good it is.
So the strategy is simple: we'll be using it until we collect enough data
that we can demonstrate that RT is essential to the grou's operation.
Think about this: how much wiggling and maneuvering needs to be done to
simply improve productivity of one of the most important IT departments.
How much time is wasted on this stupid strategizing when it could've been
spent doing actual work...
Oh, here's the kicker - the only reason my manager was able to let us use RT
is because of RTFM. 'Cause we needed one place to store the group's
collective wisdom.
And RT's ticket tracking functionality is basically presented as a
by-product...weird...


  _  

From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Andrew Redman
Sent: Saturday, May 19, 2007 12:07 AM
To: rt-users@lists.bestpractical.com
Subject: Re: OT: Open Minds in IT IN CA: was (Re: [rt-users] RT 4)




 Original Message  
Subject:Re: OT: Open Minds in IT IN CA: was (Re: [rt-users] RT 4)

Date:   Fri, 18 May 2007 21:06:12 -0700 
From:   Andrew Redman  mailto:[EMAIL PROTECTED]
[EMAIL PROTECTED] 
To: Robert G. Werner  mailto:[EMAIL PROTECTED]
[EMAIL PROTECTED] 
References:
mailto:[EMAIL PROTECTED]
[EMAIL PROTECTED]
mailto:[EMAIL PROTECTED] [EMAIL PROTECTED]  


Just as a comment, the Boss loved it when I got RT working, and his Boss 

loved it when we started to get stats on performance improvements from 

it, so that was all groovy. That said, there is one person in our 

department (the oldest and arguably least competent, though there is 

quite a lively competition for that title...) has the idea that If I 

pay more for it, it must be better firmly embedded in his head. We were 

looking at 3 backup systems, one cost $5k and did everything we wanted 

and more, the other was $30k, and fell short of a few of our 

requirements, and he insisted that the $30k one was the way to go. I 

suppose if you had a couple people like that in key positions in a 

company then OSS could have some difficulty...



Anyway, I'm just glad he's not my boss. Keep up the RT awesomeness. - Andrew



Robert G. Werner wrote:

 Baytalskiy, Sal wrote:

 I wish you were right...

 [snip]

 It certainly hasn't been my experience.  My bosses really like it when 

 I make something happen and it doesn't cost them much of anything but 

 my time.



 Certainly,  my bosses aren't open source zealots.  We are an Oracle 

 shop.  But ever place I've worked,  when I bring in important 

 improvements in network reliability and monitoring or now trouble 

 ticket tracking with RT the response has been ecstatic and the fact 

 that it doesn't cost anything has been huge.



 The added luxury of being able to modify and look at the code has been 

 icing on the cake.



 My experiences have mostly been in relatively small shops (50 - 300 

 people) over the last 10 years in California so take what I say with 

 an enormous grain of salt.



 But really,  to me,  it sounds like there are better jobs out there 

 for you.





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Re: [rt-users] RT 4

[Roy El-Hames]

In case you are still collecting .. some of my suggestions may already 
been stated so apology for duplicates;
1- group unprivileged users (so each member of that group can view the 
group tickets)
2- more reports built in, sla related,first response time/active ticket 
life (not stalled time etc), with business::hours module integrated.

3- performance:
   i- archive (resolved tickets can be pushed into an archive db and 
search able from query builder)
  ii- Content searching (maybe have an objectId field in the attachment 
table and thus avoiding the need to join Transactions)

 iii- Fork searching from a replicated db if replication is used
4- REST is good but everybody else work with  SOAP, so an integrated 
soap interface


Thanks;
Roy

Jesse Vincent wrote:
If, for the sake of argument, Best Practical were to rewrite RT, what 
would you want to see in the new product?


Think big.

Jesse


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Re: [rt-users] RT 4

[Bob Goldstein]

In case you are still collecting .. some of my suggestions may already 
been stated so apology for duplicates;
1- group unprivileged users (so each member of that group can view the 
group tickets)

This one puzzles me.  I think others have mentioned it, so
I want to comment.

In RT, privileged means you are allowed to have privileges,
not that you have any specific ones.

If I have a consultant with various privileges, and I need
to turn off those privileges, I can revoke the privilege flag
easily, and the person can still create new tickets as
an unprivileged client.

If you allow unprivleged users to be put into groups,
and give those groups some sort of privilege, then what does
unprivileged mean?

What you need to do is make a group consultants,
and put your consultants in that.  Then you can have
other groups for clients if you want.  They clients
would have to be privileged, but they would not have
consultant privileges.

  bobg
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Re: [rt-users] RT 4

[Luca Villani]

Alle 19:31, martedì 8 maggio 2007, [EMAIL PROTECTED] ha scritto:


 I also want to be able to setup the MTA configuration from within the
 GUI.

I think this is not a good idea: in an heavy duty environment, MTAs simply are 
on different servers then webinterface.
Also MTAs configuration is a totally separated job, MTAs can get information 
from a big plethora of sources: AD/LDAP, SASL, DB, local files...

In a small environment with low traffic and only one poor lerned sysadm, MTA 
configuration from webinterface should be a good start point, but it can be 
optional and not mandatory, otherwise RT will not be a good choice for large 
installation.



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Re: [rt-users] RT 4

[Jan Grant]

On Fri, 4 May 2007, Brian Gallew wrote:

 Scott Courtney wrote:
   3. Active Directory interface/native integration - This is a biggie.
   NOBODY want's / needs an extra user ID / password combo to remember.
   
  
  -1 on Active Directory integration; +1 on Kerberos integration that *also*
  works with AD. Please don't go down the platform-specific road; support the
  open standard instead.

 
 Perhaps I'm weird, but I don't want *any* native authentication in RT.
 Authentication is the domain of the web server.  I vastly prefer RT to behave
 appropriately according to the current web server authentication,
 automatically creating new users as they appear, and all non-authenticated
 users become anonymous.  Of course, RT already supports this mode of
 operation, so I'm happy.  8-)

Seconded. If RT's behind apache, there are a number of ways to kerberize 
that (against AD if necessary) and RT will pick up the user from that. 
Here, we use RT against our standard SSO implementation (which again 
calls out to krb/AD behind the scenes).

Group membership integration is more interesting, but I'm reasonably 
convinced (in our case at least) that by exposing the group membership 
APIs via a remote interface we'll be able to use our provisioning kit to 
keep those synchronised.


-- 
jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
Tel +44 (0)117 3317661   http://ioctl.org/jan/
Hang on, wasn't he holding a wooden parrot? No! It was a porcelain owl.
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Re: [rt-users] RT 4

[Rolf Schaufelberger]

On Dienstag 01 Mai 2007, Jesse Vincent wrote:
 If, for the sake of argument, Best Practical were to rewrite RT, what
 would you want to see in the new product?

 Think big.

 Jesse

Hi, 

I would like to be able to run several RT instances with mod_perl and one 
installation.

Better docs :-)

Rights system is quite complex, not very easy to understand (no problem so 
far ) but it is difficult to maintain, so better UI for rights management.

 
Regards
Rolf Schaufelberger
[EMAIL PROTECTED]

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RE: [rt-users] RT 4

[Maloney, Michael]

   If, for the sake of argument, Best Practical were to 
   rewrite RT, what would you want to see in the new product?
   
   Think big.

Reiterate what some others have stated:


1. Better Reporting - Average ticket close time by tech, closed tickets
by tech, top 10 requestors, etc...
   I've needed to create all these, now learning / using Jasper, but it
was a pain to come up with all the queries. I'm not a report creator,
nor a SQL expert, and don't have time to learn _everything_.

2. Rights Management - I have the book (RT Essentials), and sometimes
still confused (lots of trial and error).

3. Easier way to do write SCRIPs. - For the non-tech bunch. Like how
MS-Outlook (shudder) does rules (Rules and Alerts Wizard) - so easy,
even my end-users can do it!!

3. Active Directory interface/native integration - This is a biggie.
NOBODY want's / needs an extra user ID / password combo to remember.

4. Asset Tracking built in - cradle to grave, I need to know a device's
history and problems.

Mike M.
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Re: [rt-users] RT 4

[Scott Courtney]

On Friday 04 May 2007 10:32, Maloney, Michael wrote:
 2. Rights Management - I have the book (RT Essentials), and sometimes
 still confused (lots of trial and error).

+1 on this. It would be great to have something like RTx::RightsMatrix in
core RT.

 3. Active Directory interface/native integration - This is a biggie.
 NOBODY want's / needs an extra user ID / password combo to remember.

-1 on Active Directory integration; +1 on Kerberos integration that *also*
works with AD. Please don't go down the platform-specific road; support the
open standard instead.

Kind regards,

Scott

-- 
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[EMAIL PROTECTED]  | having a bad operating system.-- Linus 
Torvalds
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   | PGP Public Key at http://4th.com/keys/scott.pubkey
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