[rt-users] How to grant LDAP user

Dear All, How to grant user on Active Directory server as Ticket Creator? And how to assgin them to queues? Could you give the references. I have not found them yet at rt documentation. Thanks, ns ___

Re: [rt-users] Apache2 usually hit up to 100% - RT Performance

any have any idea? From: ty chan chanty...@yahoo.com To: ty chan chanty...@yahoo.com Sent: Monday, April 27, 2009 10:37:47 AM Subject: Re: [rt-users] Apache2 usually hit up to 100% - RT Performance System version: Ubuntu 8.10 RT version: 3.6.7 Apache version:

[rt-users] Query Builder very slow after system update

Hello all , Thanks for your answers . I have updated our rt3 into RT 3.8.2 and updated again mysql to 5.0.45 .We have the same problem, this did not resolved our issue .That query is running for a long time, causing the table to lock, web interface of the user who is using the

Re: [rt-users] Query Builder very slow after system update

Hello all , Thanks for your answers . I have updated our rt3 into RT 3.8.2 and updated again mysql to 5.0.45 .We have the same problem, this did not resolved our issue .That query is running for a long time, causing the table to lock, web interface of the user who is using the

Re: [rt-users] Query Builder very slow after system update

. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at

[rt-users] Slow loading of long tickets in 3.6.3

Hi, Some of our tickets can get pretty long and the longer they get the longer the page takes to load. So for a long ticket with say 100 comments/replies and assorted status changes etc it might take 10+ seconds to render. A lot of the time seems to be looping over every transaction,

[rt-users] Editable Text

There seems to be an odd issue this this. Create two tickets, 1001 and 1002. Add Depends on: 1001 to 1002. Search for them both. and click Editable Text ===Update-Ticket: 1001 Queue: Test Queue Subject: TEST Status: open UpdateType: correspond snip Children: DependedOnBy: DependsOn: Parents:

Re: [rt-users] Slow loading of long tickets in 3.6.3

Justin; I 've had similar slow loading tickets in the past, and it turned out (in my case) the problem was with transactions custom fields, do you use those?? if you don't you can comment out the following lines from Ticket/Elements/ShowTransaction 65 % if

[rt-users] URL-based queries?

Hi All, Just wondering if it's possible to do URL-based queries into the RT tickets database. e.g. http://rt.website.com/rt/search?Queue=GeneralStatus=Resolved etc. Cheers, -- Calvin Chiang Network Admin Utilyx 1st Floor, 55 North Wharf Road Paddington London, W2 1LA Tel: 020 7087 8673

[rt-users] Query for Service Downtime

Hi, I was just wondering if I can generate a report for system downtime (i.e. the service names and its corresponding downtime) through query builder. Plan was to give the customer name as input and generate the graph as well as chart where the instance name, service name and the

[rt-users] wiki home page spam!

Hello! and again http://wiki.bestpractical.com/recent/changes is only spam best regards! sven ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support:

Re: [rt-users] URL-based queries?

Tue 28 Apr 2009 12:26:24 GMT Calvin Chiang wrote: Hi All, Just wondering if it's possible to do URL-based queries into the RT tickets database. e.g. http://rt.website.com/rt/search?Queue=GeneralStatus=Resolved etc. http://itsupport/Search/Simple.html?q=query Also, check a Show

Re: [rt-users] wiki home page spam!

Tue 28 Apr 2009 12:11:00 GMT Sven Sternberger wrote: Hello! and again http://wiki.bestpractical.com/recent/changes is only spam Don't complain, change it back. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281

[rt-users] Adding more criteria in the query builder

Hi, I was wondering if more criteria can be added in the Query builder for customizing the search. If yes, then how can we do it? Because I am not having any UI option for adding more criteria's. Regards, Uday

[rt-users] Scripts reordering etc

re I'm trying to have some custom scripts / set of rules when and how do I notify owners, AdminsCC etc. I am creating new 'queue' for Helpdesk/Support and one of the rules must be, that when ticket is created, based on Queue AdminCC must be set as well as notifying AdminCC about newly created

Re: [rt-users] Slow loading of long tickets in 3.6.3

Thanks for the advice Roy, but I think I'd already tried that at some point in the past: tr td colspan=4 class=content %perl $m-print('hidden') if $Collapsed==2;/%perl id=txn-body-%$Transaction-id% %# if ($Transaction-CustomFieldValues-Count) { %# /Elements/ShowCustomFields,

[rt-users] RTFM WikiText Format Toolbar

Hello all, In my quest to achieve RTFM nirvana I came across this post: http://www.gossamer-threads.com/lists/rt/users/70588#70588 Has anybody achieved this in RT 3.8.2/RTFM 2.4.1? Regards, Jim ___

[rt-users] Owner drop box not populating

Recently I switched my RT install to the Redhat (EL5) RPM distributed version (3.6.7). Versions matched and everything went smooth with one exception. My Owner drop boxes no longer populate with names making it impossible to assign tickets to my users. Whenever changing attributes on an owned

[rt-users] new version seems lot slower with more resources

Older setup: RT 3.4.5 with mysql 4.0.24 and Perl 5.8.6 on V20z with 2 1.8Ghz and 4G mem mysql select count(*) from Tickets; +--+ | count(*) | +--+ | 406311 | +--+ 1 row in set (0.25 sec) Newer setup: RT 3.8.2 with mysql 5.0.75 and Perl 5.8.8 on T1000 with 24 1Ghz cpu

Re: [rt-users] Slow loading of long tickets in 3.6.3

I've put some high resolution timestamping into the code and found some interesting things. Am example ticket that took 10 seconds to render spent 8.17 seconds in the while ( my $Transaction = $Transactions-Next ) { loop inside ShowHistory: Apr 28 16:10:05 calypso RT: After

Re: [rt-users] new version seems lot slower with more resources

I think you find more help on mysql performance lists. It can be kernel (io scheduler), mysql (changes in options, degradations), innodb (concurency issues), finally it can be cold cache. On Tue, Apr 28, 2009 at 7:01 PM, Asif Iqbal vad...@gmail.com wrote: Older setup: RT 3.4.5 with mysql

[rt-users] error using session{'CurrentUser'} on custom header

Hello, I have a custom Header in my /local/html/Elements folder. I am trying to add a link to the nav links at the top right of the page. The pertinent code (with my additions marked) is below. This will create the link I'm after, but it breaks the Logout and Preferences links. Using them

Re: [rt-users] Upgrade RT

Asif Iqbal wrote: Going to apply following upgrades: * 3.5.1 * 3.7.1 * 3.7.3 * 3.7.10 * 3.7.15 * 3.7.19 * 3.7.81 * 3.7.82 * 3.7.85 * 3.7.86 * 3.7.87 * 3.8.0 * 3.8.1 * 3.8.2 Enter RT version if you want to stop upgrade at some point, or leave it blank if you want apply

Re: [rt-users] URL-based queries?

Just wondering if it's possible to do URL-based queries into the RT tickets database. e.g. http://rt.website.com/rt/search?Queue=GeneralStatus=Resolved etc. You might want to look at http://wiki.bestpratical.com/view/REST depending on why you are asking... -- --

Re: [rt-users] Query for Service Downtime

I was just wondering if I can generate a report for system downtime (i.e. the service names and its corresponding downtime) through query builder. Plan was to give the customer name as input and generate the graph as well as chart where the instance name, service name and the downtime

[rt-users] advice for mobile techs

Most of our techs are in the field and may only have email access to RT. I've added them as AdminCCs, but when a new ticket notification gets sent out and replied to, it gets added as correspondence (i.e. the Requestor sees it) not comments. Since we don't have a dispatcher, there's bound to be

Re: [rt-users] Slow loading of long tickets in 3.6.3

Hi, Justin, We found similar results from a slow ticket load investigation. For a fix, we added a brief mode and a full mode to the display code. The full mode show it all, but the brief mode skipped uninteresting transactions. Maybe an approach like that would help. Cheers, Ken On Tue, Apr 28,

Re: [rt-users] Slow loading of long tickets in 3.6.3

I'm already skipping a load of transactions, but there's a minimum I can cut down to. In ShowHistory we have this loop, where all the time goes. I've added interval logging round the 3 main sections 1) The skip checking 2) The attachment grepping 3) The call to ShowTransaction while ( my

Re: [rt-users] advice for mobile techs

gets sent out and replied to, it gets added as correspondence (i.e. the Requestor sees it) not comments. Since we don't have a dispatcher, there's bound to be alot of ticket chatter while we figure You need another alias for comments, that uses --action comment instead of --action correspond

Re: [rt-users] RT 3.6.6 and Branded Queues

Ruslan Zakirov wrote: Code in 3.8 is import of the branded queues extension into RT's core. There is even script to convert old storage into the new format. I made several tests during integration and I'm pretty sure branded queues work with RT 3.6. Ruslan, Maybe I'm not groking

Re: [rt-users] Upgrade RT

On Tue, Nov 18, 2008 at 6:33 AM, Tim Cutts t...@sanger.ac.uk wrote: On 17 Nov 2008, at 10:34 pm, Asif Iqbal wrote: Do I upgrade from RT 3.4.5 to RT 3.8.1 directly? Or there is a roadmap somewhere? You can do this in almost one go, yes. It's almost exactly what I'm doing with my

Re: [rt-users] Upgrade RT

Ok now that upgrade completed on the test system, I now see 5000 more tickets already created on the production systems. Do I have to redo this whole thing? I have binlog enabled since the beginning of the original instance. How do I append those new 500 tickets? I guess I am now on a

Re: [rt-users] Slow loading of long tickets in 3.6.3

Just looking at what we have: while ( my $Transaction = $Transactions-Next ) { my $skip = 0; $m-comp( '/Elements/Callback', _CallbackName = 'SkipTransaction', Transaction = $Transaction, skip = \$skip, %ARGS ); next if

Re: [rt-users] Upgrade RT

On Tue, Apr 28, 2009 at 1:53 PM, Tom Lahti t...@bitstatement.net wrote: Ok now that upgrade completed on the test system, I now see 5000 more tickets already created on the production systems. Do I have to redo this whole thing? I have binlog enabled since the beginning of the original

Re: [rt-users] Upgrade RT

On 28 Apr 2009, at 7:01 pm, Asif Iqbal wrote: On Tue, Apr 28, 2009 at 1:53 PM, Tom Lahti t...@bitstatement.net wrote: Ok now that upgrade completed on the test system, I now see 5000 more tickets already created on the production systems. Do I have to redo this whole thing? I have

Re: [rt-users] advice for mobile techs

On Tue, Apr 28, 2009 at 1:38 PM, Tom Lahti t...@bitstatement.net wrote: You need another alias for comments, that uses --action comment instead of --action correspond as an option to rt-mailgate. Ah, right. Ok, and when we want to comment on tickets we'll send an email to

Re: [rt-users] RT 3.6.6 and Branded Queues

Could you update wiki with a slight note? This extension is mentioned on http://wiki.bestpractical.com/view/Extensions On Tue, Apr 28, 2009 at 10:16 PM, Camron W. Fox cw...@us.fujitsu.com wrote: Camron W. Fox wrote: Ruslan Zakirov wrote: Code in 3.8 is import of the branded queues extension

[rt-users] Time between created and resolved

Hi I would like to know how to set a column in a query that shows the time between the ticket was created an resolved. Example: Created : 20090301 Resolved : 20090310 Between : 9 days (hour, etc) I've tried query builder in advance but can't find some functions that i can use like in sql.

Re: [rt-users] Time between created and resolved

It's something you should name yourself and hack in ColumnMap, see lib/RT/Date.pm for dates API. It's should be pretty easy to implement. On Wed, Apr 29, 2009 at 12:39 AM, Andres Altamirano aaltamir...@uc.cl wrote: Hi I would like to know how to set a column in a query that shows the time

[rt-users] Creating Index(es) for RT and other optimizations

RT-3.8.2 and MySQL 5.0.77. I've seen many messages mention create an index... that would help performance. I was wondering if anyone has recommendations on what index(es) to create (and if you could add how to do so as well.) It's hard to tell which apply for what (some referring to

[rt-users] rt-client usage?

rubyforge's statistics don't account for installations done via gem, so I'm wondering if anyone has actually installed the ruby rt-client library and is using it? If so, any feedback? Praise? Complaints? Patches? -- -- Tom Lahti BIT Statement LLC

Re: [rt-users] Adding more criteria in the query builder

Any Idea on this people? From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Uday Dey Sent: Tuesday, April 28, 2009 5:30 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Adding more criteria