[rt-users] RT4 Install on Centos7+Internal Server Error

You need to fix permissions on /opt/rt4/var/log/rt.log There may be other problems, but you won't see what they are presumably until they can be logged in there. Regards, -- Chris Herrmann Far Edge http://www.faredge.com.au- RT 4.4 and RTIR Training Sessions https://bestpractical.com

[rt-users] Find the first day of this month

Hi all, This has been kicked around a few times over the years if google & the list archives are anything to go on, but I haven't actually seen a solution that meets what any of the requestors (and me) want. Which is... to run a search using a date like: Queue = 'myqueue' and ( ( Status =

Re: [rt-users] Find the first day of this month

to be stored as a BLOB? On 8 December 2015 at 21:55, Chris Herrmann <chrisherrma...@gmail.com> wrote: > Hi all, > > This has been kicked around a few times over the years if google & the > list archives are anything to go on, but I haven't actually seen a solution > tha

[rt-users] RT unusably slow on iPhone / TLS

hi all, I'm really not sure where to start troubleshooting this. If I use a computer to access our RT instance, then the speed is good. If I use any iPhone, then the speed is terrible. 6S/5S/4S iOS7/8/9 - all terrible. By terrible - I mean that the front page might take 10 seconds to load. If I

Re: [rt-users] RT unusably slow on iPhone / TLS

Poor form to reply to your own question... just tried Chrome on iOS - much faster. Firefox refuses to load completely because it's a self signed cert. On 25 November 2015 at 20:31, Chris Herrmann <chrisherrma...@gmail.com> wrote: > hi all, > > I'm really not sure where to start

[rt-users] using date calcs in reports

Hi all, I can currently export a list of tickets with most of the data I need like this: rt list queue = 'myqueue' and ( ( Status = 'open' or Status = 'new') OR ( Resolved '$startdate' ) ) -f id,subject,status,timeworked,requestors,created,started, lastupdated,resolved /tmp/report.tsv

[rt-users] rt-crontool escalation

Hi all, I almost have rt-crontool escalation doing what I want, using the following command: rt-crontool --search RT::Search::FromSQL --search-arg 'Status = open or Status = new' --action RT::Action::EscalatePriority --verbose --log info I've used this rather than: --search

Re: [rt-users] rt-crontool escalation

/LinearEscalate.html Now I just need to work out how to display the priority numerically in the GUI so I can verify that it's working! BRB... :) On 23 February 2015 at 17:13, Chris Herrmann chrisherrma...@gmail.com wrote: Hi all, I almost have rt-crontool escalation doing what I want, using

Re: [rt-users] rt-crontool escalation

Hmm... rt list -f id,priority doesn't show the priority changing (from the CLI) - is there another way I can verify if it's actually working or if not... why not?

[rt-users] Duplicate ticket detection at OnCreate

Hi all, we have many systems that generate emails on conditions (success, fail, warn etc), and many of these will quite vocally notify you when something goes wrong. So if you have 100 systems all emailing you every 5 minutes about the same underlying problem... the queue rapidly gets out of

Re: [rt-users] Continued Migrations Questions

Hi, You're after a branded queue. Sorry don't have the doco to hand, but hopefully searching for that term will help. Regards, -- Chris Herrmann Far Edge +612 84251400 +614 03393309 http://www.faredge.com.au

[rt-users] rt-users] Continued Migrations Questions -

Hi Matt, Yes you can do this on a per queue basis. My term for this is per queue branding - I'm not sure if there's an official term for it. A disclaimer - there are probably better / more efficient ways of doing this; I'm not an expert but this is how we have it working. So in a nutshell... -

[rt-users] t-users] File attachments corrupted after DB migration

a corresponding setting in pg that you will need to tweak. Regards, -- Chris Herrmann Far Edge +612 84251400 +614 03393309 http://www.faredge.com.au-- RT Training - Dallas May 20-21 http://bestpractical.com/training

[rt-users] From Inbox to Ticket

. Regards, -- Chris Herrmann Far Edge +612 84251400 +614 03393309 http://www.faredge.com.au-- RT Training - Dallas May 20-21 http://bestpractical.com/training

Re: [rt-users] trying to calculate time worked per transaction / ticket using SQL

, your queries will no longer work and will have to be updated. If you use the REST interface, you can upgrade with impunity and not have to worry about your queries not working anymore. — Tom On Dec 1, 2013, at 11:18 PM, Chris Herrmann chrisherrma...@gmail.com wrote: Hi all, Just

[rt-users] Fwd: trying to calculate time worked per transaction / ticket using SQL

Hi all, Just bumping this one - does anyone have any suggestions? Am I approaching this the wrong way? Using MySQL btw if that makes a difference. Thanks, Chris -- Forwarded message -- From: Chris Herrmann chrisherrma...@gmail.com Date: 24 November 2013 22:11 Subject: trying

[rt-users] trying to calculate time worked per transaction / ticket using SQL

Hi all, I'm trying to put together a SQL query to present a view, that allows summaries of data to be performed in reporting tools. I have a feeling that this question has been asked before and answered, but my google-fu is failing me, so apologies in advance... I've only found questions about

[rt-users] Fwd: Some issues with message box after upgrade to 4.0.7

option. After this you can toggle it back to HTML if you want. This toggle is one of the buttons on the wysiwyg Comment box control sorry can't remember which one right now! Chris Herrmann Far Edge +612 84251400 +614 03393309 http://www.faredge.com.au

[rt-users] nginx / varnish / apache with RT?

Hi all, i've been playing with an NVA setup for some lamp sites (Joomla) and the scaling is looking pretty amazing... still early days but initial results look very promising. anyway, it got me thinking to whether varnish would work with RT. I'm familiar enough with it to understand the generic

Re: [rt-users] rt-users Digest, Vol 113, Issue 9

=HASH(0x7f5fbc933c10), id 971499 Aug 6 09:55:07 sirius RT: Working on mailfield To; recipients are Aug 6 09:55:07 sirius RT: Subject: [myRT #106648] [Comment] B/F - Broken site#012From: Chris Herrmann via RT helpdesk-comment@sirius#012Reply-To: helpdesk-comment@sirius#012In-Reply

[rt-users] One particular ticket crashes RT 3.8.7

Hi guys, at this stage I'm just hoping to find out where to look, to get more information. Scenario is: - Viewing or comment / replying on a specific ticket causes the page to fail. Other tickets are fine. - Viewing the same ticket via the mobile interface is OK - Emailing the ticket wtih updated

[rt-users] Message autosave

Firefox extension Lazarus does this in all sites. Regular bacon saver. Chris Herrmann Far Edge +612 84251400 +614 03393309 http://www.faredge.com.au -- RT Training in Seattle, June 19-20: http://bestpractical.com/training

[rt-users] Database mangling 1mb

; That any restore scripts / procedures also match this value. Chris Herrmann Far Edge +612 84251400 +614 03393309 http://www.faredge.com.au -- RT Training in Seattle, June 19-20: http://bestpractical.com/training

[rt-users] Kanban / agile workflows?

Hi guys, Just wondering if there are any plugins or ?? That would facilitate alternative ways of visualising work to do like agile or kanban or ?? I'm thinking this could be helpful for teams and individual users to prioritise their work. Thanks, Chris Herrmann Far Edge +612 84251400 +614

Re: [rt-users] Kanban / agile workflows?

Just realise this is almost exactly the question I asked several weeks ago but had no responses... Chris Herrmann Far Edge +612 84251400 +614 03393309 http://www.faredge.com.au On 23/05/2013, at 20:17, Chris Herrmann chrisherrma...@gmail.com wrote: Hi guys, Just wondering if there are any

[rt-users] Agile / Scrum workflows

Hi all, I'm wondering if there are any plugins / mods / etc that would allow tickets to be viewed in an Agile / et al type style - in the same way that GreenHopper does this for Jira. In fact if I could somehow get RT tickets to talk to Greenhopper that might actually do... Searching for RT

[rt-users] Could someone help a newb evaluating RT with email setup?

We use Exchange 2007 - RT, setup should be the same in 2010. - We're using exim because it can be configured to accept emails on a per queue basis. Exim config looks like: = router/310_rt --- request_tracker3: debug_print = R: request_tracker3 for \

[rt-users] Vote for feature workflow

Hi guys, Apologies if this is documented somewhere... but has anyone implemented a +1 Like Vote type workflow in RT? Basically I would like a way of trying to get feedback from users on how important they thing different things are (using it for a bug tracking system) and prioritising the ones

[rt-users] Exchange rt

as the primary address eg myqu...@mydomain.com Configure the queues to the rtserver.mydomain.com addresses. Smart host rt via exchange to send emails out. Regards, Chris Herrmann Far Edge +612 84251400 +614 03393309 http://www.faredge.com.au We're hiring! http://bestpractical.com/jobs

[rt-users] Spreadsheet esq

How about using rtfm and creating an article? I'm not sure if it's possible to put HTML into the template article however (have never tried). That might get you an HTML table with headings at least? We're hiring! http://bestpractical.com/jobs

[rt-users] Apache taking up too much CPU

of memory its unusual to see a box with that little ram these days; rt (and indeed just apache / MySQL) will be far happier with more memory. Let me know if you want me to dig up the exact parameters we changed and I'll look for them later tonight. Chris Herrmann Far Edge +612 84251400 +614

[rt-users] summing time per queue

Hi all, Is it possible to use ticket sql to sum a list of tickets by queue? I.e. is there an equivalent to the SQL SUM and Group by construct? Thanks, Chris Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring!

[rt-users] Customer and contact lists

Hi Hans, We use rt in this manner. Create a queue and group per customer; associate the users with the group, assign group perms to the queues and you're cooking with gas. Regards, Chris Herrmann Far Edge +612 84251400 +614 03393309 http://www.faredge.com.au Final RT training

[rt-users] can RT support this type of workflow

Hi all, I'm currently considering RT for a client, but I'm not sure how to implement the following type of workflow / scenario; any thoughts / suggestions welcome (or if it's just flat out impossible or trying to put a square peg in a round hole please tell me too). I'm very familiar with RT3.8

[rt-users] Regex matching in scrips to match email requestor RT 3.8.7 - reference material anywhere?

Hi all, I'm trying to get a scrip setup that will send conditionally based upon the senders email address. Basically I don't want to send an email to addresses that look like: root@ administrator@ mailer-daemon@ and so forth. I've looked at the doco both online and in the RT book but neither

Re: [rt-users] RT3.8.7 using custom fields to restrict sending a reply on resolve

Thanks Ken, I have it working now. I also found http://wiki-archive.bestpractical.com/view/CustomConditionSnippets which was very helpful - it actually has a specific example for what I'm trying to do. I have a couple of questions too... but first the answer:

[rt-users] RT3.8.7 MobileUI Extension 1.01 not saving cookies for iphone browser (solved)

Hi, we recently installed RT::Extension::MobileUI 1.01 in our RT 3.8.7 and all was sunshine and happiness in the land of mobile goodness for some time. Then one morning it stopped working for my iphone... (iOS 5.01) (but not other iphone users in our org). Specifically as follows: - Surf to site

[rt-users] RT3.8.7 using custom fields to restrict sending a reply on resolve

Hi, I'm trying to implement a system so that if a custom field is set to Y, then the system will send an email (specified by a template) to the requestor. If the CF is N or blank then it will not send, and will simply resolve the ticket. I've borrowed from several other sources such as

Re: [rt-users] RT 3.8.7 Forward Transaction or Ticket shows up as attachment rather than inline

Hi Thomas, Thanks for this. We're not ready yet to move to RT4 as we have other dependant systems (billing, reporting) that will need to be upgraded to work with RT4. Conceptually I think forwarding an entire ticket is OK as an attachment, but forwarding a single comment should not be - it

[rt-users] RT 3.8.7 Forward Transaction or Ticket shows up as attachment rather than inline

Hi all, is there a way of making the forward transaction / ticket function forward the content in the way that it was initially generated, rather than as an attached eml file? So the text content of a transaction should appear as inline text, and any attachments should appear as attachments,

Re: [rt-users] RT 3.8.7 fails to send email sometimes - cannot allocate memory?

2011 10:43, Chris Herrmann chrisherrma...@gmail.com wrote: Yes, I've grabbed the mrtgs for memory usage, and at about 9:30am yesterday free ram plummeted on the box, and cleared itself up at about 12:30 or shortly before I started looking at it. There are a few times a day when free memory

[rt-users] External access for rt

Is rt configured as a virtual host to only respond to a particular URL? For example surfing to http://10.0.0.1 is not the same as surfing to your external ip or hostname myrt.mycompany.com. Chris Herrmann Far Edge +612 84251400 +614 03393309 http://www.faredge.com.au 2011 Training

[rt-users] Relative month handling

. Regards Chris Herrmann Far Edge +612 84251400 +614 03393309 http://www.faredge.com.au 2011 Training: http://bestpractical.com/services/training.html

[rt-users] RT 3.8.7 fails to send email sometimes - cannot allocate memory?

Hi, We have a strange situation where sometimes emails that should be sent are not received (for example upon a reply via web or email). I spent some time today trying to work out when this occurred, only to find that it was working as expected for various permutations of reply / comment etc to

Re: [rt-users] RT 3.8.7 fails to send email sometimes - cannot allocate memory?

But the box has heaps of memory free on it. I've been searching but can't find anything that tells you how to up the per thread / process / etc memory limit. You can tune the number of workers and so forth in apache, but I don't expect dropping that to help if there is still 1.5g free ram on

Re: [rt-users] RT 3.8.7 fails to send email sometimes - cannot allocate memory?

Yes, I've grabbed the mrtgs for memory usage, and at about 9:30am yesterday free ram plummeted on the box, and cleared itself up at about 12:30 or shortly before I started looking at it. There are a few times a day when free memory gets very low, but they don't correlate with cron jobs... I've

[rt-users] Queue not receiving/ forwarding emails

Create a custom contact in exchange with the address set to your queue email add. For eg: In exchange create a contact for queuen...@mydomain.com that points at queuen...@myrthost.mydomain.com Then use rt mailgate to parse incoming emails. Chris Herrmann Far Edge +612 84251400 +614 03393309

[rt-users] Setup RT with existing postfix on separate server

not necessary to make it work. Regards, Chris Herrmann Far Edge Technology p. 02 84251400 m. 0403 393309 http://www.faredge.com.au

Re: [rt-users] problem with cf in spreadsheet download

, subject,requestors,created,CF-customfield1,CF-customfield2 Regards, Chris Herrmann Far Edge Technology p. 02 84251400 m. 0403 393309 http://www.faredge.com.au

Re: [rt-users] Passing date variables as dates from the CLI

on the last day of the month) email me off list and I'll send you a copy. Regards, Chris Herrmann Far Edge Technology p. 02 84251400 m. 0403 393309 http://www.faredge.com.au

[rt-users] Passing date variables as dates from the CLI

the ability to export the results to email as an attachment (I worked around this by mutt), or to generate CSV format instead of TSV . Do ideas for new features get submitted to the bugs list or is there somewhere else they should go? Regards, Chris Herrmann Far Edge Technology p. 02 84251400 m

[rt-users] Passing date variables as dates from the CLI

, it works OK. So... then I guess the question becomes how do I correctly pass environment variables into the RT CLI so that they're substituted correctly? Regards, Chris Herrmann Far Edge Technology p. 02 84251400 m. 0403 393309 http://www.faredge.com.au  

[rt-users] cannot display requestor or requestors attributes in rt CLI when specifying fields

not critical but curious as to why. Regards, Chris Herrmann Far Edge Technology p. 02 84251400 m. 0403 393309 http://www.faredge.com.au

[rt-users] Passing date variables as dates from the CLI

not... Is there some way I need to format the resulting variable differently so that it knows it's a date and is treated as such? Thanks, Chris Herrmann Far Edge Technology p. 02 84251400 m. 0403 393309 http://www.faredge.com.au

Re: [rt-users] Passing date variables as dates from the CLI

But dd/mm/ also works – $startdate works for example. Or if you type “1/1/2011” this will work, which doesn’t have the leading zero. Regards, Chris Herrmann Far Edge Technology p. 02 84251400 m. 0403 393309 http://www.faredge.com.au From: Josh Narins [mailto:jnar...@seniorbridge.com] Sent

[rt-users] cannot display requestor or requestors attributes in rt CLI when specifying fields

which one to choose). So if you have a db script that will do this then I'll gratefully look test it but I probably won't venture down the path of writing it myself just now... Regards, Chris Herrmann Far Edge Technology p. 02 84251400 m. 0403 393309 http://www.faredge.com.au   startmonth