SV: [rt-users] CustomField Why isn't the description displayed ontickets?
Hi All, Does no answer on this issue mean that there is no way to get CustomFields description displayed on e.g. tickets? For now I have chosen to put the ID and the description together into the Name field. Then in the scrip's where I need the ID, I cut out the ID part from the field. Is this the way to go? Med venlig hilsen / Best regards Brian Kjelin Olsen Schilling A/S -Oprindelig meddelelse- Fra: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] På vegne af Brian Kjelin Olsen Sendt: 31. januar 2007 16:16 Til: rt-users@lists.bestpractical.com Emne: [rt-users] CustomField Why isn't the description displayed ontickets? Hi all, On creation of a CustomField fx of type Select one value, you can create following information in your values: Sort, Name, Description and Category. Sort and Category is not relevant for this issue. In the combobox in the ticket display only Name is displayed but not Description. Why? Or more relevant... How do I do to display the description along with the name? My problem is that I thought that I could use Name for my ID values and Desciption to guide the users. Fx: NAMEDESCRIPTION - --- 1 Norminal ledger 2 Subscription 3 Advertisement ... On the ticket the users can only see 1, 2, 3... Med venlig hilsen / Best regards Brian Kjelin Olsen Systemkonsulent Schilling A/S Baldersbækvej 24-26 DK-2635 Ishøj Tel: +45 70 27 99 00 Fax: +45 70 27 99 10 [EMAIL PROTECTED] www.schilling.dk ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Looking for an extension for keeping track of time on worked tickets
Jesse (and others), sorry for lame question, but how can i show some kind of report? I have 3.6.1. I found another reporting code: http://wiki.bestpractical.com/index.cgi?TimeWorked It seems to going fine, except date input. I tried ISO (-mm-dd) and some others and it still shows same data. Also time in hours (not minutes) would be better. Thx. J. Jesse Vincent wrote: Attached is a draft of something like this we did for a customer. I can't promise that it still works, but it likely needs only a little work to be made to go. Patches welcome. (And if I get some success reports, i'll publish it) -j On Dec 15, 2006, at 3:24 PM, Nick Metrowsky wrote: Hi Everyone, My management wants the capability of having a running time capability for tickets that are opened and have the time from not accumulating when the ticket is in the stalled state. Has someone developed a utility which can keep track of a ticket’s running time so when a user view the ticket, they can see how much time has elapsed since the ticket has been opened. Ideally, it would be nice to see this information displayed in the “Time Worked” field. The end result of this would be that reports can be generating showing the actual time it took someone to work on a ticket. I have the RTx::Statistics package, but these reports based the amount of time from when the ticket was created to the time it was closed, without taking into account the amount of time the ticket was in stalled state. Any ideas or code snippets would be most welcome. Nick ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] importing users
Dear all, I have a bunch of users (in a csv file) and would like to import them into RT. What is the best way to do it? Best regards, David David Obando Webmaster/Systemadministrator Egmont Ehapa Verlag GmbH Wallstraße 59 10179 Berlin Germany Phone: +49 30 240080 Direct: +49 30 24008361 Mobil: +49 172 1548386 Fax: +49 30 24008369 [EMAIL PROTECTED] www.ehapa.de http://www.ehapa.de/ Geschäftsführer: Frank Knau, Karl Skovbæch Pedersen | Handelsregister: HRB 81977 AG Berlin-Charlottenburg | Sitz der Gesellschaft: Berlin EGMONT ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Re: The RT server which handled your email did not behave as expected
can please some one advise on this problem ? thanks !! On 1/24/07, Nadeem Shahbaz [EMAIL PROTECTED] wrote: Hi, I am facing problem in getting RT to work properly. I tried with RT 3.6.3 and 3.4.5. Whenever I tried to update/create a ticket by sending email, I see those mails deffer in mail queue with reason: The RT server which handled your email did not behave as expected. It said: Can't use an undefined value as an ARRAY reference at prefix/lib/RT/EmailParser.pm line 624 RT web and db are running at separate host and RT web is a xen VM running fc6. Kindly help to sort this problem. Thanks, ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] rt-mailgate and REST
Hi there; rt-3.6.1 and apach2 mysql5 and exim4 I have rebuilt my RT dev box copying stuff from the live system including the RT bits in exim.conf I forgot to change my data = |/opt/rt3/bin/rt-mailgate --queue --url https://myrt.mycom.com/; so it was still pointing to my live system .. on submitting test messages/tickets these were created in the live system, which then occurred me that there is a potential flaw here, there is no authentication or restriction of any kind .. Generally the REST interface expects authentication from the client (supplied from rt.conf or .rtrc), how does the mailgate (which I guess /REST/1.0/NoAuth/mail-gateway) part of it authenticate ?? Have anyone came across this? any solutions or suggestions ? Roy ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] delete tickets matching a string with RTx-Shredder?
Hi all, Lately I ran into deep troubles with a loop creating dozens of tickets. Now I'm trying to delete tickets whose subject matches a certain string. I installed Shredder but haven't found a way to delete by subject match. What do you think I should do? Truly yours, Thibaut ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT State of the Onion?
Jesse; Why do you need RT to own the customer database , I think its not such a good idea .. your support/ticketing system should be different from your provisioning system which is different from your billing etc , the ticketing system is not the place to hold your customer contacts particularly as you mentioned some of those contacts will have nothing to do with tickets .. As long as the systems talk/query each other that is all that count. All you need in your RT is your unique customer id, this is what I have in here and it works (sort of) : - customer contacts in Customer db , those that need ticket access are tagged and auto created in RT (also auto updated) - contacts of customers are grouped, if each of them created a ticket a cf customer reference is populated with the customer id - currently customer details (products or services etc are populated into a ticket wiki cf by grabbing the customer reference cf value and soap call to provisioning db (this have the problem of not being updated on old tickets and when I have time I want to look into using the (Link values to ) so it talks real time to a provisioning web service. Hope the above was of any use. Regards; Roy Jesse Vincent wrote: Thank you, Kelly. Everyone else's reactions to customer file were beginning to make me think *I* was nutsabago. Nope. It's a perfectly reasonable feature request. We've specced it out for customers several times. To do it reasonably as part of RT requires that RT own your customer database, which it generally sounds like the folks who've been looking for this on the list aren't willing to have happen. We'd probably model it as RT groups, so that you could usefully model who's part of which customer. The big hard bits are probably setting RT up to not mail everyone from a customer on every issue ;) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] importing users
On Friday 02 February 2007 07:44, Obando, David DE - EV wrote:
Dear all,
I have a bunch of users (in a csv file) and would like to import
them into RT. What is the best way to do it?
The Wiki is your friend. :-)
I did it with code something like this (untested):
#!/usr/bin/perl
use strict;
use warnings;
use lib '/path/to/rt/lib';
use RT::Interface::CLI;
RT::LoadConfig();
RT::Init();
my $rt_user = RT::User-new($RT::SystemUser);
while () {
my ($id, $name, $passwd, $email) = split /,/;
my ($rc, $msg) =
$rt_user-Create(Name = $id,
RealName = $name,
Password = $passwd,
EmailAddress = $email,
Privileged = 1,
);
unless ($rc) {
print add user $id: $msg\n;
}
}
The split() is probably inadequate -- you might want to use
Text::ParseWords to be more robust.
After a user is added, you might want to include that user in a user
defined group (untested):
my $rt_group = RT::Group-new($RT::SystemUser);
$rt_group-LoadUserDefinedGroup('my_group_name');
my ($rc, $msg) = $rt_group-AddMember($rt_user-PrincipalId());
unless ($rc) {
print can't add $id to my_group_name: $msg\n;
}
--
Garry T. Williams --- 678-370-2438
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RE: [rt-users] RT 3.6.3: Cannot chnage owner to another user.
Hi Michael,
Thank you for your useful patch. I hope this change makes it into future
releases of RT, as it would be logical for Super User to have the
ability to change ticket owners, especially if someone has left an
organization and the tickets have to be moved to someone else.
Nick
-
Nick Metrowsky
Consulting System Administrator
303-684-4785 Office
303-684-4100 Fax
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED]
DigitalGlobe (r), An Imaging and Information Company
http://www.digitalglobe.com http://www.digitalglobe.com
-
From: Peer Michael [mailto:[EMAIL PROTECTED]
Sent: Friday, February 02, 2007 12:54 AM
To: Nick Metrowsky; RT Users
Subject: RE: [rt-users] RT 3.6.3: Cannot chnage owner to another user.
With this diff, superusers can reassign tickets. It works for us.
--- /opt/rt3/lib/RT/Ticket_Overlay.pm 2005-11-14 21:43:24.0
+0100
+++ /opt/rt3/local/lib/RT/Ticket_Overlay.pm 2007-01-30
17:39:31.0 +0100
@@ -2959,6 +2959,7 @@
and#If we're not stealing
( $self-OwnerObj-Id != $RT::Nobody-Id ) and#and the
owner is set
( $self-CurrentUser-Id ne $self-OwnerObj-Id() )
+ and (!$self-CurrentUserHasRight('SuperUser')) #and is not
superuser
) { #and it's not
us
return ( 0,
$self-loc(
Michael Peer
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Nick
Metrowsky
Sent: Thursday, 01 February, 2007 23:25
To: RT Users
Subject: [rt-users] RT 3.6.3: Cannot chnage owner to another user.
Hi Everyone,
I have Super User and I cannot change the ownership of a ticket from one
person to another. I get an error You can only take tickets that are
unowned or You can only reassign tickets that you own or that are
unowned. This is definitely a different behavior than that of RT 3.4.4.
Any ideas on this one?
Nick
-
Nick Metrowsky
Consulting System Administrator
303-684-4785 Office
303-684-4100 Fax
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED]
DigitalGlobe (r), An Imaging and Information Company
http://www.digitalglobe.com http://www.digitalglobe.com
-
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RE: [rt-users] RT 3.6.3: Informing Requestor when Ticket Ownershipchanges
Hi Everyone, Thank you for the replies for this. I keep forgetting about the existence of Scrips and Templates for this sort of thing. Creating a scrip and template works great. Thanks again. Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com - -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kenneth Crocker Sent: Thursday, February 01, 2007 5:02 PM To: Stephen Turner Cc: RT Users Subject: Re: [rt-users] RT 3.6.3: Informing Requestor when Ticket Ownershipchanges We used this simple code - return ( $TicketObj-OwnerObj-Name() ne 'Nobody' ); That does it for us Kenn Crocker LBNL Stephen Turner wrote: Todd Chapman wrote: You can do that with scrips. No custom code needed either. On Thu, Feb 01, 2007 at 02:31:17PM -0700, Nick Metrowsky wrote: Hi Everyone, Anyone know the procedure to set things up such that when the ticket owner is changes, that the requestor is sent an e-mail message so they know who is working their request? I thought of using the Watcher permission, but it seems to only work on reply to ticket. Any ideas would be welcome. Nick The owner change condition may fire when the owner is set to Nobody (I'm not sure). You might not want to send the customer a message saying Nobody has been assigned to work on your request. If that's the case, you may need some custom condition code. Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT/Apache suddenly hangs
System: === Red Hat Enterprise Linux WS release 3 (Taroon Update 8) RT 3.6.1 Apache v2.0.59 Perl 5.8.7 mod_fcgi-2.4.2 Postgres 8.1.4 Approximately 80.000 tickets. Problem: RT/Apache suddenly becomes unavailable/hangs (normaly once a day), and requires Apache restart so RT can work again. We are not sure what causes the problem, and if others have similar problems, we would be gladly to hear about it! List of processes running and load on server: = # ps aux | grep apache root 22066 0.0 0.0 7964 3360 ?SFeb01 0:08 /local/opt/apache2/bin/httpd -k start -DSSL nobody 13898 0.0 0.0 7964 3320 ?S03:59 0:00 /local/opt/apache2/bin/fcgi- -k start -DSSL nobody 21699 0.0 0.0 8216 3832 ?S14:02 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22628 0.0 0.0 8216 3840 ?S14:14 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22648 0.0 0.0 8216 3840 ?S14:15 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22650 0.0 0.0 8216 3820 ?S14:15 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22939 0.0 0.0 8252 3756 ?S14:18 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22941 0.0 0.0 8216 3848 ?S14:18 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22945 0.0 0.0 8216 3804 ?S14:18 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22953 0.0 0.0 8216 3756 ?S14:18 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22955 0.0 0.0 8216 3796 ?S14:18 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22959 0.0 0.0 8216 3812 ?S14:19 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22961 0.0 0.0 8216 3800 ?S14:19 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22962 0.0 0.0 8216 3788 ?S14:19 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22965 0.0 0.0 8236 3804 ?S14:19 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22966 0.0 0.0 8216 3788 ?S14:19 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22967 0.0 0.0 8216 3812 ?S14:19 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23217 0.0 0.0 8228 3792 ?S14:21 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23218 0.0 0.0 8228 3744 ?S14:21 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23219 0.0 0.0 8244 3740 ?S14:21 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23224 0.0 0.0 8232 3768 ?S14:21 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23225 0.0 0.0 8216 3752 ?S14:21 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23230 0.0 0.0 8228 3776 ?S14:22 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23240 0.0 0.0 8220 3780 ?S14:22 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23241 0.0 0.0 8220 3740 ?S14:22 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23242 0.0 0.0 8248 3728 ?S14:22 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23250 0.0 0.0 8216 3732 ?S14:22 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23254 0.0 0.0 8216 3744 ?S14:22 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23255 0.0 0.0 8216 3732 ?S14:22 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23286 0.0 0.0 8216 3772 ?S14:22 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23290 0.0 0.0 8216 3760 ?S14:23 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23292 0.0 0.0 8248 3724 ?S14:23 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23294 0.0 0.0 8216 3764 ?S14:23 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23299 0.0 0.0 8108 3696 ?S14:23 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23326 0.0 0.0 8108 3672 ?S14:25 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23327 0.0 0.0 8108 3708 ?S14:25 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23328 0.0 0.0 8216 3696 ?S14:25 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23336 0.1 0.0 8248 3744 ?S14:25 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23337 0.0 0.0 8108 3692 ?S14:25 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23338 0.0 0.0 8108 3680 ?S14:25 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23339 0.0 0.0 8108 3692 ?S14:25 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23352 0.0 0.0
Re: [rt-users] RT/Apache suddenly hangs
Hi Tomas, yes, we have exactly the same under RHAS4 with Apache, FastCGI and mysql but we have to restart 4 times the day :-( Torsten 2007/2/2, Tomas Olaj [EMAIL PROTECTED]: System: === Red Hat Enterprise Linux WS release 3 (Taroon Update 8) RT 3.6.1 Apache v2.0.59 Perl 5.8.7 mod_fcgi-2.4.2 Postgres 8.1.4 Approximately 80.000 tickets. Problem: RT/Apache suddenly becomes unavailable/hangs (normaly once a day), and requires Apache restart so RT can work again. We are not sure what causes the problem, and if others have similar problems, we would be gladly to hear about it! List of processes running and load on server: = # ps aux | grep apache root 22066 0.0 0.0 7964 3360 ?SFeb01 0:08 /local/opt/apache2/bin/httpd -k start -DSSL nobody 13898 0.0 0.0 7964 3320 ?S03:59 0:00 /local/opt/apache2/bin/fcgi- -k start -DSSL nobody 21699 0.0 0.0 8216 3832 ?S14:02 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22628 0.0 0.0 8216 3840 ?S14:14 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22648 0.0 0.0 8216 3840 ?S14:15 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22650 0.0 0.0 8216 3820 ?S14:15 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22939 0.0 0.0 8252 3756 ?S14:18 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22941 0.0 0.0 8216 3848 ?S14:18 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22945 0.0 0.0 8216 3804 ?S14:18 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22953 0.0 0.0 8216 3756 ?S14:18 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22955 0.0 0.0 8216 3796 ?S14:18 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22959 0.0 0.0 8216 3812 ?S14:19 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22961 0.0 0.0 8216 3800 ?S14:19 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22962 0.0 0.0 8216 3788 ?S14:19 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22965 0.0 0.0 8236 3804 ?S14:19 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22966 0.0 0.0 8216 3788 ?S14:19 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 22967 0.0 0.0 8216 3812 ?S14:19 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23217 0.0 0.0 8228 3792 ?S14:21 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23218 0.0 0.0 8228 3744 ?S14:21 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23219 0.0 0.0 8244 3740 ?S14:21 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23224 0.0 0.0 8232 3768 ?S14:21 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23225 0.0 0.0 8216 3752 ?S14:21 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23230 0.0 0.0 8228 3776 ?S14:22 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23240 0.0 0.0 8220 3780 ?S14:22 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23241 0.0 0.0 8220 3740 ?S14:22 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23242 0.0 0.0 8248 3728 ?S14:22 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23250 0.0 0.0 8216 3732 ?S14:22 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23254 0.0 0.0 8216 3744 ?S14:22 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23255 0.0 0.0 8216 3732 ?S14:22 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23286 0.0 0.0 8216 3772 ?S14:22 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23290 0.0 0.0 8216 3760 ?S14:23 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23292 0.0 0.0 8248 3724 ?S14:23 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23294 0.0 0.0 8216 3764 ?S14:23 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23299 0.0 0.0 8108 3696 ?S14:23 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23326 0.0 0.0 8108 3672 ?S14:25 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23327 0.0 0.0 8108 3708 ?S14:25 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23328 0.0 0.0 8216 3696 ?S14:25 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23336 0.1 0.0 8248 3744 ?S14:25 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23337 0.0 0.0 8108 3692 ?S14:25 0:00 /local/opt/apache2/bin/httpd -k start -DSSL nobody 23338 0.0 0.0 8108 3680 ?S14:25 0:00 /local/opt/apache2/bin/httpd -k start
Re: [rt-users] RT/Apache suddenly hangs
Don't know if this helps or not but do you have debug set in your RT_SiteConfig.pm file ? e.g. Set($LogToSyslog, 'debug'); Set($LogToScreen, 'error'); Set($LogToFile , 'debug'); Set($LogDir, '/opt/rt/var/log'); Set($LogToFileNamed , rt.log);#log to rt.log It has helped me out on several occasions! Alison -- ++ Alison Downie, Computing Officer School of Informatics, University of Edinburgh Room B21, 5 Forrest Hill, EDINBURGH, EH1 2QL Tel: 650 3095 ++ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT/Apache suddenly hangs
The only thing i found sometimes are messages: Mysql server has gone away, but this is causing not in all cases the problems. Nightly, without RT usage, the connections from FastCGI are timing out and don't connect automatically, but not during the business hours ;-( 2007/2/2, Alison Downie [EMAIL PROTECTED]: Don't know if this helps or not but do you have debug set in your RT_SiteConfig.pm file ? e.g. Set($LogToSyslog, 'debug'); Set($LogToScreen, 'error'); Set($LogToFile , 'debug'); Set($LogDir, '/opt/rt/var/log'); Set($LogToFileNamed , rt.log);#log to rt.log It has helped me out on several occasions! Alison -- ++ Alison Downie, Computing Officer School of Informatics, University of Edinburgh Room B21, 5 Forrest Hill, EDINBURGH, EH1 2QL Tel: 650 3095 ++ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.torsten-brumm.de ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Set started date upon opening+owning of a ticket
Try next tests: * create a ticket, click the open action and look on the dates box * create a ticket, click the resolve action and look on the dates box Hi Ruslan, it does work the way you describe, though what I wanted to do was auto-open the ticket the first time it's viewed by its owner, if that's even possible. The way it is now assumes that people will remember to click open as soon as they start working on a ticket. Which isn't to say my proposed way is any better, for if someone opens the ticket to see what it's all about, but they're not prepared to begin working on it, it will still set the start date on the ticket... I'm not sure which way is best, but I am leaning toward the current default behavior... Thanks!! --- Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada. From a Sun Microsystems bug report (#4102680): Workaround: don't pound on the mouse like a wild monkey. I have great faith in fools: Self confidence my friends call it. -Edgar Allan Poe ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Set started date upon opening+owning of a ticket
On 2/2/07, Jason Marshall [EMAIL PROTECTED] wrote: Try next tests: * create a ticket, click the open action and look on the dates box * create a ticket, click the resolve action and look on the dates box Hi Ruslan, it does work the way you describe, though what I wanted to do was auto-open the ticket the first time it's viewed by its owner, if that's even possible. The way it is now assumes that people will remember to click open as soon as they start working on a ticket. Which isn't to say my proposed way is any better, for if someone opens the ticket to see what it's all about, but they're not prepared to begin working on it, it will still set the start date on the ticket... I'm not sure which way is best, but I am leaning toward the current default behavior... Depends on your workflow, but I can suggest one sane idea: * adjust auto-open to not open ticket when one of requesters send a message to new ticket, so messages like oh, I forgot to add this info wouldn't open ticket * create a scrip that opens a ticket when people take it and train your team to take things only when they start working on the problem I this should work just fine unless you have a sort of auto-owner functionality. Thanks!! -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RTx Statistics system error
Using CentOS 4.4
Using RT 3.6.3
Using RTxStatistics 0.1.8
System error when using:
a) Ticket per Day
b) Multiple Queues
c) Time To Resolve
=
error: Undefined subroutine POSIX::strftime called
at /opt/rt3/local/lib/RTx/Statistics.pm line 94.
context: ...
90: =cut
91: sub FormatDate {
92: my $fmt = shift;
93: my $self = shift;
94: return POSIX::strftime($fmt,
localtime($self-Unix));
95: }
96:
97:
98: =head2 RTDateSetToLocalMidnight
...
code stack: /opt/rt3/local/lib/RTx/Statistics.pm:94
/opt/rt3/share/html/RTx/Statistics/Resolution/index.html:266
/opt/rt3/share/html/autohandler:292
===
Raw error:
Undefined subroutine POSIX::strftime called at
/opt/rt3/local/lib/RTx/Statistics.pm line 94.
Trace begun at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm
line 129
HTML::Mason::Exceptions::rethrow_exception('Undefined
subroutine POSIX::strftime called at
/opt/rt3/local/lib/RTx/Statistics.pm line 94.^J')
called at /opt/rt3/local/lib/RTx/Statistics.pm line 94
Statistics::FormatDate('%c',
'RT::Date=HASH(0xa8c1eb0)') called at
/opt/rt3/share/html/RTx/Statistics/Resolution/index.html
line 266
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm
line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa8c6c74)')
called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
line 1256
eval {...} at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
line 1246
HTML::Mason::Request::comp(undef, undef, undef) called
at /opt/rt3/share/html/autohandler line 292
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm
line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa3883e0)')
called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
line 1251
eval {...} at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
line 1246
HTML::Mason::Request::comp(undef, undef, undef) called
at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
line 460
eval {...} at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
line 460
eval {...} at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
line 412
HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0xa8d9208)')
called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm
line 192
eval {...} at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm
line 192
HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0xa8d9208)')
called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm
line 342
HTML::Mason::Interp::exec(undef, undef) called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm
line 123
eval {...} at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm
line 123
HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x8834a50)',
'HASH(0xa8f9100)') called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm
line 73
HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x8834a50)',
'CGI::Fast=HASH(0xa8f9e8c)') called at
/opt/rt3/bin/mason_handler.fcgi line 76
eval {...} at /opt/rt3/bin/mason_handler.fcgi line 76
===
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Re: [rt-users] Set started date upon opening+owning of a ticket
Depends on your workflow, but I can suggest one sane idea: * adjust auto-open to not open ticket when one of requesters send a message to new ticket, so messages like oh, I forgot to add this info wouldn't open ticket It currently behaves like your recommendation. I replied to the autoreply email, and it did not auto-open the ticket. I don't think I did anything special to make that happen -- perhaps it's the default? * create a scrip that opens a ticket when people take it and train your team to take things only when they start working on the problem We tend to assign tickets when they're created, as few of our tickets are created from emails from the user community (at this time, anyway). Thanks for your help Ruslan -- I think I may be able to talk my boss into accepting the current (default) behavior as the best behavior. --- Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada. From a Sun Microsystems bug report (#4102680): Workaround: don't pound on the mouse like a wild monkey. I have great faith in fools: Self confidence my friends call it. -Edgar Allan Poe ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] root no longer has sufficient privileges
Ooops Cleaning up my copy or RT - still in test - I overzealously removed all access to configuration management for root How do I restore root privileges please? There are no real users/tickets in the system, but equally I don't want to re-install everything! Regards John ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] root no longer has sufficient privileges
Apologies: it's in the book of course, 5.7.3. Recover SuperUser Privileges ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.6.3: Cannot chnage owner to another user.
Unless you do a lot of reassigning tickets, I think the two-step method
is fine. It works so I feel no need to fix it. However, if I did it all
day, I might seriously want to have the one-step method.
Kenn
LBNL
Nick Metrowsky wrote:
Hi Michael,
Thank you for your useful patch. I hope this change makes it into future
releases of RT, as it would be logical for Super User to have the
ability to change ticket owners, especially if someone has left an
organization and the tickets have to be moved to someone else.
Nick
*-*
*Nick Metrowsky***
*Consulting System Administrator***
*303-684-4785 Office***
*303-684-4100 Fax***
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED]***
*DigitalGlobe ®, An Imaging and Information Company*
*http://www.digitalglobe.com*
*-*
*From:* Peer Michael [mailto:[EMAIL PROTECTED]
*Sent:* Friday, February 02, 2007 12:54 AM
*To:* Nick Metrowsky; RT Users
*Subject:* RE: [rt-users] RT 3.6.3: Cannot chnage owner to another user.
With this diff, superusers can reassign tickets. It works for us.
--- /opt/rt3/lib/RT/Ticket_Overlay.pm 2005-11-14 21:43:24.0 +0100
+++ /opt/rt3/local/lib/RT/Ticket_Overlay.pm 2007-01-30
17:39:31.0 +0100
@@ -2959,6 +2959,7 @@
and#If we're not stealing
( $self-OwnerObj-Id != $RT::Nobody-Id ) and#and the
owner is set
( $self-CurrentUser-Id ne $self-OwnerObj-Id() )
+ and (!$self-CurrentUserHasRight('SuperUser')) #and is not superuser
) { #and it's not us
return ( 0,
$self-loc(
Michael Peer
*From:* [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] *On Behalf Of *Nick
Metrowsky
*Sent:* Thursday, 01 February, 2007 23:25
*To:* RT Users
*Subject:* [rt-users] RT 3.6.3: Cannot chnage owner to another user.
Hi Everyone,
I have Super User and I cannot change the ownership of a ticket from one
person to another. I get an error “You can only take tickets that are
unowned” or “You can only reassign tickets that you own or that are
unowned”. This is definitely a different behavior than that of RT 3.4.4.
Any ideas on this one?
Nick
*-*
*Nick Metrowsky***
*Consulting System Administrator***
*303-684-4785 Office***
*303-684-4100 Fax***
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED]***
*DigitalGlobe ®, An Imaging and Information Company*
*http://www.digitalglobe.com*
*-*
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Re: [rt-users] RT 3.6.3: Cannot chnage owner to another user.
That diff isn't quite what I got with RT 3.6.3 - Mine looks more like this:
--- /opt/rt3/lib/RT/Ticket_Overlay.pm 2006-12-01 11:00:23.0 -0800
+++ /opt/rt3/local/lib/RT/Ticket_Overlay.pm 2007-02-02
09:07:05.0 -0800
@@ -3016,7 +3016,8 @@
# the current user
if ( $Type ne 'Steal' and $Type ne 'Force'
and $OldOwnerObj-Id != $RT::Nobody-Id
- and $OldOwnerObj-Id != $self-CurrentUser-Id )
+ and $OldOwnerObj-Id != $self-CurrentUser-Id
+ and !$self-CurrentUserHasRight('SuperUser'))
{
return ( 0, $self-loc(You can only take tickets that are unowned) )
if $NewOwnerObj-id == $self-CurrentUser-id;
Judging from the date on your diff, you may have not updated your local
copy of Ticket_Overlay.pm when you updated RT. Either way, thanks for
the good idea.
Cheers,
Andrew Redman
--
[EMAIL PROTECTED]
Help Desk Consultant
Gevirtz Graduate School of Education
University of California Santa Barbara
--
Peer Michael wrote:
With this diff, superusers can reassign tickets. It works for us.
--- /opt/rt3/lib/RT/Ticket_Overlay.pm 2005-11-14 21:43:24.0 +0100
+++ /opt/rt3/local/lib/RT/Ticket_Overlay.pm 2007-01-30
17:39:31.0 +0100
@@ -2959,6 +2959,7 @@
and #If we're not stealing
( $self-OwnerObj-Id != $RT::Nobody-Id ) and #and the owner is set
( $self-CurrentUser-Id ne $self-OwnerObj-Id() )
+ and (!$self-CurrentUserHasRight('SuperUser')) #and is not superuser
) { #and it's not us
return ( 0,
$self-loc(
Michael Peer
*From:* [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] *On Behalf Of *Nick
Metrowsky
*Sent:* Thursday, 01 February, 2007 23:25
*To:* RT Users
*Subject:* [rt-users] RT 3.6.3: Cannot chnage owner to another user.
Hi Everyone,
I have Super User and I cannot change the ownership of a ticket from
one person to another. I get an error “You can only take tickets that
are unowned” or “You can only reassign tickets that you own or that
are unowned”. This is definitely a different behavior than that of RT
3.4.4.
Any ideas on this one?
Nick
*-*
*Nick Metrowsky***
*Consulting System Administrator***
*303-684-4785 Office***
*303-684-4100 Fax***
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED]***
*DigitalGlobe ®, An Imaging and Information Company*
*http://www.digitalglobe.com*
*-*
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begin:vcard
fn:Andrew Redman
n:Redman;Andrew
version:2.1
end:vcard
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Re: [rt-users] RT 3.6.3: Cannot chnage owner to another user.
Would a bulk update with the Force check toggled work as well?
Kenneth Crocker wrote:
Unless you do a lot of reassigning tickets, I think the two-step
method is fine. It works so I feel no need to fix it. However, if I
did it all day, I might seriously want to have the one-step method.
Kenn
LBNL
Nick Metrowsky wrote:
Hi Michael,
Thank you for your useful patch. I hope this change makes it into
future releases of RT, as it would be logical for Super User to have
the ability to change ticket owners, especially if someone has left
an organization and the tickets have to be moved to someone else.
Nick
*-*
*Nick Metrowsky***
*Consulting System Administrator***
*303-684-4785 Office***
*303-684-4100 Fax***
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED]***
*DigitalGlobe ®, An Imaging and Information Company*
*http://www.digitalglobe.com*
*-*
*From:* Peer Michael [mailto:[EMAIL PROTECTED]
*Sent:* Friday, February 02, 2007 12:54 AM
*To:* Nick Metrowsky; RT Users
*Subject:* RE: [rt-users] RT 3.6.3: Cannot chnage owner to another user.
With this diff, superusers can reassign tickets. It works for us.
--- /opt/rt3/lib/RT/Ticket_Overlay.pm 2005-11-14 21:43:24.0
+0100
+++ /opt/rt3/local/lib/RT/Ticket_Overlay.pm 2007-01-30
17:39:31.0 +0100
@@ -2959,6 +2959,7 @@
and#If we're not stealing
( $self-OwnerObj-Id != $RT::Nobody-Id ) and#and the
owner is set
( $self-CurrentUser-Id ne $self-OwnerObj-Id() )
+ and (!$self-CurrentUserHasRight('SuperUser')) #and is not
superuser
) { #and it's
not us
return ( 0,
$self-loc(
Michael Peer
*From:* [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] *On Behalf Of *Nick
Metrowsky
*Sent:* Thursday, 01 February, 2007 23:25
*To:* RT Users
*Subject:* [rt-users] RT 3.6.3: Cannot chnage owner to another user.
Hi Everyone,
I have Super User and I cannot change the ownership of a ticket from
one person to another. I get an error “You can only take tickets that
are unowned” or “You can only reassign tickets that you own or that
are unowned”. This is definitely a different behavior than that of RT
3.4.4.
Any ideas on this one?
Nick
*-*
*Nick Metrowsky***
*Consulting System Administrator***
*303-684-4785 Office***
*303-684-4100 Fax***
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RE: [rt-users] RT State of the Onion?
Thank you, Kelly. Everyone else's reactions to customer file were beginning to make me think *I* was nutsabago. Nope. It's a perfectly reasonable feature request. We've specced it out for customers several times. To do it reasonably as part of RT requires that RT own your customer database, which it generally sounds like the folks who've been looking for this on the list aren't willing to have happen. We'd be happy enough to have RT own the customer database (or at least build scripts to morph the data over from the real customer database regularly). That would be fine, although I'd think people in other circumstances might prefer a well defined interface so that they could adapt it to their existing customer db. We'd probably model it as RT groups, so that you could usefully model who's part of which customer. The big hard bits are probably setting RT up to not mail everyone from a customer on every issue ;) Personally I'd probably want a single user still to own the bug, but have that user somehow belong to the customer entity. -Kely ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT/Apache suddenly hangs
On Fri, Feb 02, 2007 at 04:47:11PM +0100, Torsten Brumm wrote: The only thing i found sometimes are messages: Mysql server has gone away, but this is causing not in all cases the problems. Nightly, without RT usage, the connections from FastCGI are timing out and don't connect automatically, but not during the business hours ;-( If it fails during not-business-hours, that suggests the mysql morning bug which might be a reasonable google term. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT State of the Onion?
On Fri, Feb 02, 2007 at 01:04:13PM -0600, Kelly F. Hickel wrote: Thank you, Kelly. Everyone else's reactions to customer file were beginning to make me think *I* was nutsabago. Nope. It's a perfectly reasonable feature request. We've specced it for customers several times. To do it reasonably as part of RT requires that RT own your customer database, which it generally sounds like the folks who've been looking for this on the list aren't willing to have happen. We'd be happy enough to have RT own the customer database (or at least build scripts to morph the data over from the real customer database regularly). That would be fine, although I'd think people in other circumstances might prefer a well defined interface so that they could adapt it to their existing customer db. Probably. We'd probably model it as RT groups, so that you could usefully model who's part of which customer. The big hard bits are probably setting RT up to not mail everyone from a customer on every issue ;) Personally I'd probably want a single user still to own the bug, but have that user somehow belong to the customer entity. Perhaps you and I ought to go off and kibitz on how, exactly, this ought to work, semantically, and then see if we can find someone to make it do that. :-) Cheers, -- jra -- Jay R. Ashworth[EMAIL PROTECTED] Designer Baylink RFC 2100 Ashworth AssociatesThe Things I Think'87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] delete tickets matching a string with RTx-Shredder?
Mark them as deleted with bulk update tool and then wipeout with shredder. On 2/2/07, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: Hi all, Lately I ran into deep troubles with a loop creating dozens of tickets. Now I'm trying to delete tickets whose subject matches a certain string. I installed Shredder but haven't found a way to delete by subject match. What do you think I should do? Truly yours, Thibaut ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Re: RT/Apache suddenly hangs
You're hang is of another sort, it's performance problem, search in
archives message from Dirk Pape just few days ago, as well you can
grab a patch from SVN.
On 2/3/07, Tom Holub [EMAIL PROTECTED] wrote:
I'm having what might be a related issue. My setup:
RHEL4
Perl 5.8.6 (compiled ourselves)
RT 3.6.3
Apache 2.0.58
mod_perl 2.0.3
mysql-4.1.20-1.RHEL4.1
Our hang happens whenever anyone authenticates to the SelfService interface.
The page header displays, down to RT Self Service / Open Tickets header, and
then the web page sits there spinning forever. While it is spinning, mysqld
is using 100% of CPU, and other RT requests are delayed or also hang
indefinitely.
The only solution is to restart mysqld. Sometimes that causes the server to
return an error (attached below), but sometimes I also see the runaway Apache
behavior that Tomas Olaj is seeing, and I need to restart Apache as well.
DBD::mysql::st execute failed: MySQL server has gone away at
/local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm
line 70.
Trace begun at
/local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Exceptions.pm
line 129
HTML::Mason::Exceptions::rethrow_exception('DBD::mysql::st execute failed:
MySQL server has gone away at
/local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm
line 70.^J') called at
/local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm
line 70
Apache::Session::Lock::MySQL::release_read_lock('Apache::Session::Lock::MySQL=HASH(0xa37e170)')
called at
/local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm
line 81
Apache::Session::Lock::MySQL::release_all_locks('Apache::Session::Lock::MySQL=HASH(0xa37e170)')
called at
/local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm
line 87
Apache::Session::Lock::MySQL::DESTROY('Apache::Session::Lock::MySQL=HASH(0xa37e170)')
called at
/local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm
line 1250
eval {...} at
/local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm
line 1250
HTML::Mason::Request::comp(undef, undef, undef) called at
/local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm
line 460
eval {...} at
/local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm
line 460
eval {...} at
/local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm
line 412
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa335574)')
called at
/local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm
line 168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa335574)')
called at
/local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm
line 826
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x94b8c18)',
'Apache2::RequestRec=SCALAR(0x936c180)') called at
/local/rh/rhel4/depot/rt-3.6.3/bin/webmux.pl line 123
eval {...} at /local/rh/rhel4/depot/rt-3.6.3/bin/webmux.pl line 123
RT::Mason::handler('Apache2::RequestRec=SCALAR(0x936c180)') called at -e line 0
eval {...} at -e line 0
--
Tom Holub ([EMAIL PROTECTED], 510-642-9069)
Director of Computing, College of Letters Science
249 Campbell Hall
http://LS.berkeley.edu/lscr/
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Best regards, Ruslan.
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[rt-users] wap / mobile-device css/profile for rt?
fellow rt-users, as we're moving support-engineers more on the road, I wondered if anyone already has implemented stylesheets or reduced html / xhtml-mp / whatever pages in order to use request-tracker on wap/2.0 or similar small-screen-sized devices. (and yes office-users still should have the whole cool rt-3.6 view, they're used to) any advice appreciated, harald kapper. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
