Re: [rt-users] Help with Correspond condition
Morning Ken:
Try this :
Change
my $message = $ticket-Transactions-First-Content;
to
my $message = $self-TransactionObj-Content() ; #and remove my $trans line
-you don't need it
or
my $message = $trans-Content() ; #keeping my $trans line
Regards;
Roy
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: 11 October 2010 17:44
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Help with Correspond condition
Raed,
Thanks for responding. Yse, I do have a return 1; in the Custom PRep area.
Actually, I have tried getting this to work with the code in one or the other
Custom Action areas. As an explanation of the context, I have not been able to
get CommanByMail to update a Custom Field defined as either text or
Wikitext if the content is over 76 or so characters. Apparantly, bith Gmail
and Thunderbird and perhaps others email providers embed a line break character
after that many characters and that causes a line Break in CBM and I end up
with only partial updates. So, being the stubborn person I am, I got a perl guy
to write some code I could put into a scrip that would examine the content of
an email, look for a define delimiter (like Description of Issue:) in the
content and put everything after that delimiter into the Custom Field. Make
sense? It did to me. In fact, it works perfectly when I set the condition to a
Type = Create and message header = received. But on a Correspond (meaning
an update email as opposed to a create), it just doesn't seem to see the email
at all. Nothing. Nada.
Well, anyway, here's the code:
# Setup initial values
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $cf_obj = RT::CustomField-new($RT::SystemUser);
my $cf_name = Description;
my $cf_value = Didn't work;
my $message = $ticket-Transactions-First-Content;
my $passed = 0;
my $content;
my $line;
# split up lines in content by line break
my @lines = split(\n, $message);
# walk thru @lines and find the description
foreach $line (@lines)
{
if ($passed == 1)
{
if ($content =~ m/^\n$/)
{
$content = $content.$line;
}
else
{
$content = $content.\n.$line;
}
}
if ($line =~ m/^Description of Issue:/)
{
$line =~ s/Description of Issue://;
$content = $content.\n.$line;
$passed = 1;
}
}
$cf_value = $content;
# set the value for CF Description
$cf_obj-LoadByName( Name = $cf_name );
$RT::Logger-debug( Loaded \$cf_obj-Name = . $cf_obj-Name() .\n );
$ticket-AddCustomFieldValue( Field=$cf_obj, Value=$cf_value,
RecordTransaction=0 );
return 1;
Thanks for your help.
Kenn
LBNL
On Mon, Oct 11, 2010 at 2:36 AM, Raed El-Hames
raed.el-ha...@vialtus.commailto:raed.el-ha...@vialtus.com wrote:
Ken:
Can you post the code that you cut and pasted to get a better idea of the
problem.
Also something that I always fall into , is writing my action code in Custom
action cleanup code: and forgetting about and leaving
Custom action preparation code: completely empty, you will need
return true ;
there.
Roy
From:
rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com]
On Behalf Of Kenneth Crocker
Sent: 08 October 2010 17:25
To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Subject: [rt-users] Help with Correspond condition
To List,
I have some code that strips information out of the content and sticks it into
a Custom Field. IT works great when I trigger it with an condition set for
email create tickets. Every time, it works with no problem.
However, when I set the condition for On Correspond it does nothing. I want
to be able to update that Custom FIeld the same way I create it initially and I
figured On Correspond was the right condition. Apparently not.
I look ed in the TRANSACTIONS Table and I See the Type as Correspond. So why
doesn't the same code (I copied and pasted) that works for a Create not work
for On Correspond?
My error messages (which don't make sense since I am user 146 and am a
SuperUser) are below:
[Fri Oct 8 16:07:44 2010] [warning]: Couldn't enable user 146
(/opt/rt3/bin/../lib/RT/User_Overlay.pm:1143)
[Fri Oct 8 16:12:51 2010] [error]: Group::HasMember was called with an
argument that isn't an RT::Principal or id. It's (undefined)
(/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046)
Can anyone help me on this? I just need to get the condition right.
Thanks.
Kenn
LBNL
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
[rt-users] Attachments to email
Hello All, I'm faced with a problem that I haven't seen sofar. An application of ours sends an email from an Oracle database to our RT (3.8.2) install containing attachments. The filename in the Content-Disposition: attachment; field contains a name which is not compliant with the filesystem of the OS (Centos5). See the below example: ---7D81B75CCC90D2974F7A1CBD Content-Type: application/octet-stream Content-Disposition: attachment; filename=F413529322/Test Janine en Miranda.doc Content-Transfer-Encoding: base64 RT accepts the email and creates a ticket including the attachment but you can't get it out of the database anymore because the '/' isn't escaped or translated into something not harmful, same holds true for the spaces in the filename. I googled for rfc and Content-Disposition: attachment; filename= which came up with RFC-2183 which mentions that the recieving end is responsible for sanitizing the filename part. Did I found a bug or I'm misinformed about how the Content-Disposition: attachment; filename= should work? Regards, Joop PS: Compleet message is available if needed for testing. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Attachments to email
As a follow up: The URL in Ticket Metadata is: http://rt3.mococo.nl:82/rt3/Ticket/Attachment/431330/279232/F1356386247%2Ftest%20%20print%20screen.doc but clicking on it displays: http://rt3.mococo.nl:82/rt3/Ticket/Attachment/431330/279232/F1356386247%2Ftest print screen.doc Notice the escaped / but not the spaces and an error in my browser (FF 3.6.10). Changing the %2F to / will give me a download dialog. Using IE6 gives me an URL with all spaces escaped and the / escaped but same here, I need to edit %2f to / to get the document out or RT Regards, Joop RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] memory leak after search
Hi: RT-3.8.7 Apache2 Mysql perl5 (revision 5 version 8 subversion 8) mod_perl2 v2.04; DBIx::SearchBuilder v1.56; DBD::mysql v4.005; DBI v1.605; When a user run a search that returns 5 tickets , the search runs fine and results back fairly quickly ( 10 seconds). However if a user subsequently opens a ticket -even a small ticket- , it takes a long time to open and an apache process start growing and grows further with every click during that session, until the user delete the cookie and the apache process have to be killed ... I have googled for this issue and could n't find any threads relates to this, I have removed all customisations , so I know its any local work done here, Have any one else come across this? And is there a fix?? Regards; Roy RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] memory leak after search
On Tue, Oct 12, 2010 at 01:58:14PM +0100, Raed El-Hames wrote: Hi: RT-3.8.7 Apache2 Mysql perl5 (revision 5 version 8 subversion 8) mod_perl2 v2.04; DBIx::SearchBuilder v1.56; DBD::mysql v4.005; DBI v1.605; When a user run a search that returns 5 tickets , the search runs fine and results back fairly quickly ( 10 seconds). However if a user subsequently opens a ticket -even a small ticket- , it takes a long time to open and an apache process start growing and grows further with every click during that session, until the user delete the cookie and the apache process have to be killed ... I have googled for this issue and could n't find any threads relates to this, I have removed all customisations , so I know its any local work done here, Have any one else come across this? And is there a fix?? Regards; Roy Hi Roy, There was a thread in the mailing list about this issue. Basically RT pulls a set of information for every ticket that the search returns when opening one of the searched for tickets. I think this was fixed in 3.8.8. The only work-around that I recall is don't do that. :) I think the thread was about memory use in RT if you want to look at it. Regards, Ken RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] memory leak after search
Hi. Quiet right and that has been fixed in 3.8.8. Regards, Ruslan. From phone. 2010 10 12 17:05 пользователь Kenneth Marshall k...@rice.edu написал: On Tue, Oct 12, 2010 at 01:58:14PM +0100, Raed El-Hames wrote: Hi: RT-3.8.7 Apache2 Mysql perl5 (revision 5 version 8 subversion 8) mod_perl2 v2.04; DBIx::SearchBuilder v1.56; DBD::mysql v4.005; DBI v1.605; When a user run a search that returns 5 tickets , the search runs fine and results back fairly quickly ( 10 seconds). However if a user subsequently opens a ticket -even a small ticket- , it takes a long time to open and an apache process start growing and grows further with every click during that session, until the user delete the cookie and the apache process have to be killed ... I have googled for this issue and could n't find any threads relates to this, I have removed all customisations , so I know its any local work done here, Have any one else come across this? And is there a fix?? Regards; Roy Hi Roy, There was a thread in the mailing list about this issue. Basically RT pulls a set of information for every ticket that the search returns when opening one of the searched for tickets. I think this was fixed in 3.8.8. The only work-around that I recall is don't do that. :) I think the thread was about memory use in RT if you want to look at it. Regards, Ken RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] memory leak after search
Thanks for you replies .. Because of the heavy customisation I have on my production enviroment , its not simple for me to upgrade RT versions, Do you know where the fix have been applied? Which modules/Elements ?? Regards; Roy From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: 12 October 2010 14:50 To: Kenneth Marshall Cc: rt-users@lists.bestpractical.com; Raed El-Hames Subject: Re: [rt-users] memory leak after search Hi. Quiet right and that has been fixed in 3.8.8. Regards, Ruslan. From phone. 2010 10 12 17:05 пользователь Kenneth Marshall k...@rice.edumailto:k...@rice.edu написал: On Tue, Oct 12, 2010 at 01:58:14PM +0100, Raed El-Hames wrote: Hi: RT-3.8.7 Apache2 Mysql perl5 (revision 5 version 8 subversion 8) mod_perl2 v2.04; DBIx::SearchBuilder v1.56; DBD::mysql v4.005; DBI v1.605; When a user run a search that returns 5 tickets , the search runs fine and results back fairly quickly ( 10 seconds). However if a user subsequently opens a ticket -even a small ticket- , it takes a long time to open and an apache process start growing and grows further with every click during that session, until the user delete the cookie and the apache process have to be killed ... I have googled for this issue and could n't find any threads relates to this, I have removed all customisations , so I know its any local work done here, Have any one else come across this? And is there a fix?? Regards; Roy Hi Roy, There was a thread in the mailing list about this issue. Basically RT pulls a set of information for every ticket that the search returns when opening one of the searched for tickets. I think this was fixed in 3.8.8. The only work-around that I recall is don't do that. :) I think the thread was about memory use in RT if you want to look at it. Regards, Ken RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] memory leak after search
On Tue, Oct 12, 2010 at 4:56 PM, Raed El-Hames raed.el-ha...@vialtus.comwrote: Thanks for you replies .. Because of the heavy customisation I have on my production enviroment , its not simple for me to upgrade RT versions, Do you know where the fix have been applied? Which modules/Elements ?? Nice point you have raised there, but I have a question. 1. Did you conform to RT localization rules from the word go? 2. Are your localizations standard? I am asking because you've raised an issue that would bother everyone - that you've done customizations that have now jailed you into a particular version of RT. Perhaps you should have contributed your customizations back to the developers to see if they could be incorporated into the main branch, aka giving back to the community:) -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ If you have nothing good to say about someone, just shut up!. -- Lucky Dube RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] custom fields (simple?) question
Thanks Kenneth for your answer. I had gone to Config-CustomFields-Group Rights for the related custom fields, and added ModifyCustomField and SeeCustomField to Everyone (just to make it sure this is not the problem). Also, if I login as root/admin, I get the same behaviour: can't see the custom fields, it shows the regular fields of any other ticket. It doesn't seem to be a permissions problem. You may want to concentrate on ways to keep the tickets in IR instead and segregate rights. Kevin, thank you for your suggestion, but I cannot see a way to tailor permissions in RT/RT-IR that allows for different groups to see different tickets that are in the same queue (say, Incident Reports) depending on a ticket characteristic (Constituency, Customer, IP address, another custom field, etc.). And, as o matter of fact, privacy is very important for our project. Suggestions wellcomed! :) Carlos On Mon, Oct 11, 2010 at 6:36 PM, Kevin Falcone falc...@bestpractical.com wrote: On Mon, Oct 11, 2010 at 05:28:47PM +0200, Carlos Javier wrote: Hi, I promise I've searched through http://www.gossamer-threads.com, but either I'm very bad searching, or my question is too stupid (or both!). Setup: RT 3.8.8, RTFM 2.4.2, RT-IR 2.4.4, Apache, RHEL. I suspect your problem is that RTIR is a bit magical with regards to queues / custom fields for RTIR. You're going to need to do considerable work to make RTIR understand alternate queues being equivalent to Incident Reports. You may want to concentrate on ways to keep the tickets in IR instead and segregate rights. -kevin I want to create several queues that behave as closely to Incident Report as possible, but different ones, so different Groups can see each one of them. So I created the first one, let's say IR - 1. I add for it the same Ticket Custom Fields that Incident Report has. Just for test, and not have problems with permissions, I give Everyone all permissions on this queue. Then, I go to create a ticket for this IR - 1 queue: - the custom fields do not appear, the entry window is just as a general ticket window - instead of the title Create a new Incident Report, it shows Create a new ticket - I create the ticket, anyway. In ticket metadata, the custom fields tab is empty What am I doing wrong? Many thanks, Carlos RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Help with Correspond condition
Raed,
Yep. That was it. Thank you so much. I owe you a beer!
Kenn
LBNL
On Tue, Oct 12, 2010 at 9:10 AM, Kenneth Crocker kfcroc...@lbl.gov wrote:
Raed,
GEEZ! I'll bet that's it. I'll give it a try today.
Thanks.
Kenn
LBNL
On Tue, Oct 12, 2010 at 2:15 AM, Raed El-Hames
raed.el-ha...@vialtus.comwrote:
Morning Ken:
Try this :
Change
my $message = $ticket-Transactions-First-Content;
to
my $message = $self-TransactionObj-Content() ; #and remove my $trans
line –you don’t need it
or
my $message = $trans-Content() ; #keeping my $trans line
Regards;
Roy
*From:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
*Sent:* 11 October 2010 17:44
*To:* rt-users@lists.bestpractical.com
*Subject:* Re: [rt-users] Help with Correspond condition
Raed,
Thanks for responding. Yse, I do have a return 1; in the Custom PRep
area. Actually, I have tried getting this to work with the code in one or
the other Custom Action areas. As an explanation of the context, I have not
been able to get CommanByMail to update a Custom Field defined as either
text or Wikitext if the content is over 76 or so characters. Apparantly,
bith Gmail and Thunderbird and perhaps others email providers embed a line
break character after that many characters and that causes a line Break in
CBM and I end up with only partial updates. So, being the stubborn person I
am, I got a perl guy to write some code I could put into a scrip that would
examine the content of an email, look for a define delimiter (like
Description of Issue:) in the content and put everything after that
delimiter into the Custom Field. Make sense? It did to me. In fact, it works
perfectly when I set the condition to a Type = Create and message header =
received. But on a Correspond (meaning an update email as opposed to a
create), it just doesn't seem to see the email at all. Nothing. Nada.
Well, anyway, here's the code:
# Setup initial values
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $cf_obj = RT::CustomField-new($RT::SystemUser);
my $cf_name = Description;
my $cf_value = Didn't work;
my $message = $ticket-Transactions-First-Content;
my $passed = 0;
my $content;
my $line;
# split up lines in content by line break
my @lines = split(\n, $message);
# walk thru @lines and find the description
foreach $line (@lines)
{
if ($passed == 1)
{
if ($content =~ m/^\n$/)
{
$content = $content.$line;
}
else
{
$content = $content.\n.$line;
}
}
if ($line =~ m/^Description of Issue:/)
{
$line =~ s/Description of Issue://;
$content = $content.\n.$line;
$passed = 1;
}
}
$cf_value = $content;
# set the value for CF Description
$cf_obj-LoadByName( Name = $cf_name );
$RT::Logger-debug( Loaded \$cf_obj-Name = . $cf_obj-Name() .\n );
$ticket-AddCustomFieldValue( Field=$cf_obj, Value=$cf_value,
RecordTransaction=0 );
return 1;
Thanks for your help.
Kenn
LBNL
On Mon, Oct 11, 2010 at 2:36 AM, Raed El-Hames raed.el-ha...@vialtus.com
wrote:
Ken:
Can you post the code that you cut and pasted to get a better idea of the
problem.
Also something that I always fall into , is writing my action code in “Custom
action cleanup code:” and forgetting about and leaving
“Custom action preparation code:” completely empty, you will need
return true ;
there.
Roy
*From:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
*Sent:* 08 October 2010 17:25
*To:* rt-users@lists.bestpractical.com
*Subject:* [rt-users] Help with Correspond condition
To List,
I have some code that strips information out of the content and sticks it
into a Custom Field. IT works great when I trigger it with an condition set
for email create tickets. Every time, it works with no problem.
However, when I set the condition for On Correspond it does nothing. I
want to be able to update that Custom FIeld the same way I create it
initially and I figured On Correspond was the right condition. Apparently
not.
I look ed in the TRANSACTIONS Table and I See the Type as Correspond. So
why doesn't the same code (I copied and pasted) that works for a Create
not work for On Correspond?
My error messages (which don't make sense since I am user 146 and am a
SuperUser) are below:
[Fri Oct 8 16:07:44 2010] [warning]: Couldn't enable user 146
(/opt/rt3/bin/../lib/RT/User_Overlay.pm:1143)
[Fri Oct 8 16:12:51 2010] [error]: Group::HasMember was called with an
argument that isn't an RT::Principal or id. It's (undefined)
(/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046)
Can anyone help me on this? I just need to get the condition right.
Re: [rt-users] memory leak after search
You must be running one of the biggest RT setups in the world:-) I bet cpan is 10 x bigger .. 200 tickets is not really that big, we ‘ve been using rt for many years now, thanks for best practical and the community Roy From: Odhiambo Washington [mailto:odhia...@gmail.com] Sent: 12 October 2010 16:30 To: Raed El-Hames Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] memory leak after search You must be running one of the biggest RT setups in the world:-) You have clearly answered me and cleared my mind. Thanks On Tue, Oct 12, 2010 at 6:20 PM, Raed El-Hames raed.el-ha...@vialtus.commailto:raed.el-ha...@vialtus.com wrote: Nice point you have raised there, but I have a question. 1. Did you conform to RT localization rules from the word go? 2. Are your localizations standard? Yes. As much as possible, whenever I can use a call back I do, but sometimes its not possible I did a fair amount of tinkering with the modules (improve speed etc ) .. I do this by copying the routine in question into _Vendor, but again sometimes the whole module need copying.. I am asking because you've raised an issue that would bother everyone - that you've done customizations that have now jailed you into a particular version of RT. Perhaps you should have contributed your customizations back to the developers to see if they could be incorporated into the main branch, aka giving back to the community:) Certain customisation only apply to our business rules and the set of permissions and preferences that we apply, a big chunk of my changes to bypass some of the ACL checks , based on who is logged in and what they can see etc and groups they belong to, we have over 1000 priv users and ~500 users all together, over 200 tickets, so a join to CachedGroupMembers with every query was slowing things. I am not locked to a particular version , I upgrade once a year, but I usually go through most of the code base and evaluate. By the way I do my fair share of contributing back to the rt- list ☺ Hope that helps ; Roy From: Odhiambo Washington [mailto:odhia...@gmail.commailto:odhia...@gmail.com] Sent: 12 October 2010 15:20 To: Raed El-Hames Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] memory leak after search On Tue, Oct 12, 2010 at 4:56 PM, Raed El-Hames raed.el-ha...@vialtus.commailto:raed.el-ha...@vialtus.com wrote: Thanks for you replies .. Because of the heavy customisation I have on my production enviroment , its not simple for me to upgrade RT versions, Do you know where the fix have been applied? Which modules/Elements ?? Nice point you have raised there, but I have a question. 1. Did you conform to RT localization rules from the word go? 2. Are your localizations standard? I am asking because you've raised an issue that would bother everyone - that you've done customizations that have now jailed you into a particular version of RT. Perhaps you should have contributed your customizations back to the developers to see if they could be incorporated into the main branch, aka giving back to the community:) -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ If you have nothing good to say about someone, just shut up!. -- Lucky Dube -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ If you have nothing good to say about someone, just shut up!. -- Lucky Dube RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] memory leak after search
You also said you have 5,000,000 users. Are you running a trouble ticket system for the nation of Switzerland, perhaps, and each living adult gets an account? I'm filing a ticket to the Washington-DC-General queue to request that system for America, but I think I'm going to get wishlisted. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Raed El-Hames Sent: Tuesday, October 12, 2010 1:13 PM To: Odhiambo Washington Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] memory leak after search You must be running one of the biggest RT setups in the world:-) I bet cpan is 10 x bigger .. 200 tickets is not really that big, we ‘ve been using rt for many years now, thanks for best practical and the community Roy From: Odhiambo Washington [mailto:odhia...@gmail.com] Sent: 12 October 2010 16:30 To: Raed El-Hames Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] memory leak after search You must be running one of the biggest RT setups in the world:-) You have clearly answered me and cleared my mind. Thanks On Tue, Oct 12, 2010 at 6:20 PM, Raed El-Hames raed.el-ha...@vialtus.commailto:raed.el-ha...@vialtus.com wrote: Nice point you have raised there, but I have a question. 1. Did you conform to RT localization rules from the word go? 2. Are your localizations standard? Yes. As much as possible, whenever I can use a call back I do, but sometimes its not possible I did a fair amount of tinkering with the modules (improve speed etc ) .. I do this by copying the routine in question into _Vendor, but again sometimes the whole module need copying.. I am asking because you've raised an issue that would bother everyone - that you've done customizations that have now jailed you into a particular version of RT. Perhaps you should have contributed your customizations back to the developers to see if they could be incorporated into the main branch, aka giving back to the community:) Certain customisation only apply to our business rules and the set of permissions and preferences that we apply, a big chunk of my changes to bypass some of the ACL checks , based on who is logged in and what they can see etc and groups they belong to, we have over 1000 priv users and ~500 users all together, over 200 tickets, so a join to CachedGroupMembers with every query was slowing things. I am not locked to a particular version , I upgrade once a year, but I usually go through most of the code base and evaluate. By the way I do my fair share of contributing back to the rt- list ☺ Hope that helps ; Roy From: Odhiambo Washington [mailto:odhia...@gmail.commailto:odhia...@gmail.com] Sent: 12 October 2010 15:20 To: Raed El-Hames Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] memory leak after search On Tue, Oct 12, 2010 at 4:56 PM, Raed El-Hames raed.el-ha...@vialtus.commailto:raed.el-ha...@vialtus.com wrote: Thanks for you replies .. Because of the heavy customisation I have on my production enviroment , its not simple for me to upgrade RT versions, Do you know where the fix have been applied? Which modules/Elements ?? Nice point you have raised there, but I have a question. 1. Did you conform to RT localization rules from the word go? 2. Are your localizations standard? I am asking because you've raised an issue that would bother everyone - that you've done customizations that have now jailed you into a particular version of RT. Perhaps you should have contributed your customizations back to the developers to see if they could be incorporated into the main branch, aka giving back to the community:) -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ If you have nothing good to say about someone, just shut up!. -- Lucky Dube -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ If you have nothing good to say about someone, just shut up!. -- Lucky Dube RT Training in Washington DC, USA on Oct 25 26
Re: [rt-users] memory leak after search
My mistake every one, 00 too many .. (5) I was amused by the original question .. If everyone is happy with my set up now, can they actually help with where the fixes for the memory leak are in 3.8.8 Roy From: Josh Narins [mailto:jnar...@seniorbridge.com] Sent: 12 October 2010 18:23 To: Raed El-Hames; Odhiambo Washington Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] memory leak after search You also said you have 5,000,000 users. Are you running a trouble ticket system for the nation of Switzerland, perhaps, and each living adult gets an account? I'm filing a ticket to the Washington-DC-General queue to request that system for America, but I think I'm going to get wishlisted. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [cid:~WRD000.jpg] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Raed El-Hames Sent: Tuesday, October 12, 2010 1:13 PM To: Odhiambo Washington Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] memory leak after search You must be running one of the biggest RT setups in the world:-) I bet cpan is 10 x bigger .. 200 tickets is not really that big, we ‘ve been using rt for many years now, thanks for best practical and the community Roy From: Odhiambo Washington [mailto:odhia...@gmail.com] Sent: 12 October 2010 16:30 To: Raed El-Hames Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] memory leak after search You must be running one of the biggest RT setups in the world:-) You have clearly answered me and cleared my mind. Thanks On Tue, Oct 12, 2010 at 6:20 PM, Raed El-Hames raed.el-ha...@vialtus.commailto:raed.el-ha...@vialtus.com wrote: Nice point you have raised there, but I have a question. 1. Did you conform to RT localization rules from the word go? 2. Are your localizations standard? Yes. As much as possible, whenever I can use a call back I do, but sometimes its not possible I did a fair amount of tinkering with the modules (improve speed etc ) .. I do this by copying the routine in question into _Vendor, but again sometimes the whole module need copying.. I am asking because you've raised an issue that would bother everyone - that you've done customizations that have now jailed you into a particular version of RT. Perhaps you should have contributed your customizations back to the developers to see if they could be incorporated into the main branch, aka giving back to the community:) Certain customisation only apply to our business rules and the set of permissions and preferences that we apply, a big chunk of my changes to bypass some of the ACL checks , based on who is logged in and what they can see etc and groups they belong to, we have over 1000 priv users and ~500 users all together, over 200 tickets, so a join to CachedGroupMembers with every query was slowing things. I am not locked to a particular version , I upgrade once a year, but I usually go through most of the code base and evaluate. By the way I do my fair share of contributing back to the rt- list ☺ Hope that helps ; Roy From: Odhiambo Washington [mailto:odhia...@gmail.commailto:odhia...@gmail.com] Sent: 12 October 2010 15:20 To: Raed El-Hames Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] memory leak after search On Tue, Oct 12, 2010 at 4:56 PM, Raed El-Hames raed.el-ha...@vialtus.commailto:raed.el-ha...@vialtus.com wrote: Thanks for you replies .. Because of the heavy customisation I have on my production enviroment , its not simple for me to upgrade RT versions, Do you know where the fix have been applied? Which modules/Elements ?? Nice point you have raised there, but I have a question. 1. Did you conform to RT localization rules from the word go? 2. Are your localizations standard? I am asking because you've raised an issue that would bother everyone - that you've done customizations that have now jailed you into a particular version of RT. Perhaps you should have contributed your customizations back to the developers to see if they could be incorporated into the main branch, aka giving back to the community:) -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Re: [rt-users] memory leak after search
On Tue, Oct 12, 2010 at 8:48 PM, Raed El-Hames raed.el-ha...@vialtus.comwrote: My mistake every one, 00 too many .. (5) I was amused by the original question .. If everyone is happy with my set up now, can they actually help with where the fixes for the memory leak are in 3.8.8 Ruslan, hopefully, will help:-) -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ If you have nothing good to say about someone, just shut up!. -- Lucky Dube RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Quicksearch question
I know this is a simple question but, I can't seem to find the right place to allow modification of quicksearch on rt at a glance for users. What permission do I need to open up? Right now they have an Edit link, but when users try to modify it, they get No permission to set preferences error. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] memory leak after search
Hi, SHA of the commit when we merged branch with fix for this issue. dd729687653abc20a2ce816a70c9b018b7056ffb git co 26e4ddca1fc7851fd86bb13fc806d1d2d9a1 -b tmp git rebase -i rt-3.8.7 git diff rt-3.8.7 RT-3.8.7-new_item_map_backport.patch That's it. Quite handy way to backport any feature from newer RTs :) It doesn't work this well all the time because of conflicts. On Tue, Oct 12, 2010 at 10:10 PM, Odhiambo Washington odhia...@gmail.com wrote: On Tue, Oct 12, 2010 at 8:48 PM, Raed El-Hames raed.el-ha...@vialtus.com wrote: My mistake every one, 00 too many .. (5) I was amused by the original question .. If everyone is happy with my set up now, can they actually help with where the fixes for the memory leak are in 3.8.8 Ruslan, hopefully, will help:-) -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ If you have nothing good to say about someone, just shut up!. -- Lucky Dube RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! -- Best regards, Ruslan. RT-3.8.7-new_item_map_backport.patch Description: Binary data RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Set CF value to NULL via rest interface
Can someone tell me the proper syntax to set a custom field value to NULL via rest? When it is NULL it has (no value) in the RT interface. I would like to reset the field via rest to this NULL state. Thanks! Matt RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Looking for the equivalent of RT-Extension-MergeUsers[History], but for queues.
Hi, I don't think such extension exists, but may be there is no such need. You can move all tickets from one queue into another and disable the first. You can hack DB and do quite the same silently. Don't recommend to do either of that right in production. First thing can result in some scrips related madness (depends on your setup). Second thing can be harmful as well, for example if I forgot about some relation. On Tue, Oct 12, 2010 at 10:49 PM, Jeff Voskamp javos...@uwaterloo.ca wrote: Someone here got overzealous creating queues and we'd like to fold a few of them back together. Jeff Voskamp -- Best regards, Ruslan. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
