[rt-users] Ticket creation fails sporadically (RT 3.4.5)
Hi List. I'm using RT 3.4.5 for a while now. Recently, load on the ticket system has increased from a ticket a week to several tickets a day. Now some users are experiencing problems with ticket creation. When they create a new ticket using the webinterface, the ticket is not always created. Mails are sent to users, but no ticket appears in the database. This has happened to several users in several different queues. After a few (sometimes up to ten) retries, the ticket is finally created and the mis-tries are also counted in the ticket numbers. Example: Next ticket would be #300. Ticket creation fails 5 times, then succeeds. Ticket number then is #305. I am, however, not able to reproduce this error on my workstation. The logfile indicates that the mysql server has gone away. Whatever that means. The MySQL server is located on the same machine and spoken to via socket. I've confirmed that CPU load was at near-100% idle and free RAM was around 300 MB (according to `top'). A screenshot of the error is at: https://pallas.crash-override.net/~blindcoder/RT-Fehler.jpg The complete `debug'-level Logfile of an error (~170 kiB) is at: https://pallas.crash-override.net/~blindcoder/log.txt If any of you have an idea as to the root of the cause, I'd be happy to hear about it :-) If there's an information needed that I missed, please also let me know. Greetings, Benjamin ___ 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] Autoreply scrip doesnt execute
Hi Gene, Thanks for your suggestion. When I name my template Autoreply (previously it was named tunnel: Autoreply, for the tunnel queue), I dont get any response at all, not even the default template :-) I did also try naming my scrip Autoreply, but same result. When the Template is named Autoreply, nothing happens at all. I do get automatic reply when I resolve the tickets, however. Any other suggestions? I really would prefer to avoid having to use the global default as I would like to convey queue specific information to requestors. Thanks, Tom - Original Message - From: Gene LeDuc To: Tom Storey Cc: RT-Users@lists.bestpractical.com Sent: Tuesday, July 24, 2007 1:53 AM Subject: Re: [rt-users] Autoreply scrip doesnt execute Hi Tom, Try naming your local template Autoreply If a queue template has the same name as a global template it will be used instead of the global. I think this is what you want. It would seem that your scrip should work, but it might be that RT only triggers one scrip per transaction and that the global OnCreate is winning the coin toss. Early on I disabled every global scrip and just create the ones that I need locally. This way there are no surprises when RT sends a reply that I didn't want sent. I do have 1 global scrip, but I wrote it and I know that I want it to work across all queues (it's an e-mail password reset scrip). Regards, Gene At 04:38 AM 7/22/2007, Tom Storey wrote: This afternoon I installed RT 3.6.4, Ive setup a queue, I can email into it, I can get a response to say a ticket has been created, but I cannot seem to get it to reply with my own custom message. Unless Im missing something so bleedingly obvious, this is what Ive done: 1. Click on Configuration, Queues, select my queue, click Templates, and create a template 2. click on Scrips, then New scrip, and add a scrip using the following parameters: Description: Requestor creates ticket Condition: On Create Action: Autoreply To Requestors Template: the template I created above Stage: TransactionCreate 3. send a new test email to my queue However, I still receive an auto reply message as per the global default template. Have I missed something, or is it not working as it should? -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ 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] Autoreply scrip doesnt execute
Nevermind I got it working.
Seems it doesnt like it if the template doesnt have Subject: AutoReply:
{$Ticket-Subject} at the beginning of it, which Im assuming must be an actual
email header for the subject.
Now its working.
Though I ran into a second issue which Ive since resolved too, which was that I
was then getting two autoresponses to say the ticket had been created. That was
fixed easily enough by disabling the global default. Something I would have
also preferred to not neccessarily have to do, but I can live with creating
scrips and templates for each queue more than I can live with having to only
use the global default :-)
Now if only I had found that in some documentation somewhere... :-P
Thanks again!
- Original Message -
From: Tom Storey
To: Gene LeDuc
Cc: RT-Users@lists.bestpractical.com
Sent: Tuesday, July 24, 2007 8:32 PM
Subject: Re: [rt-users] Autoreply scrip doesnt execute
Hi Gene,
Thanks for your suggestion.
When I name my template Autoreply (previously it was named tunnel:
Autoreply, for the tunnel queue), I dont get any response at all, not even
the default template :-)
I did also try naming my scrip Autoreply, but same result. When the Template
is named Autoreply, nothing happens at all.
I do get automatic reply when I resolve the tickets, however.
Any other suggestions?
I really would prefer to avoid having to use the global default as I would
like to convey queue specific information to requestors.
Thanks,
Tom
- Original Message -
From: Gene LeDuc
To: Tom Storey
Cc: RT-Users@lists.bestpractical.com
Sent: Tuesday, July 24, 2007 1:53 AM
Subject: Re: [rt-users] Autoreply scrip doesnt execute
Hi Tom,
Try naming your local template Autoreply
If a queue template has the same name as a global template it will be used
instead of the global. I think this is what you want.
It would seem that your scrip should work, but it might be that RT only
triggers one scrip per transaction and that the global OnCreate is winning the
coin toss. Early on I disabled every global scrip and just create the ones
that I need locally. This way there are no surprises when RT sends a reply
that I didn't want sent. I do have 1 global scrip, but I wrote it and I know
that I want it to work across all queues (it's an e-mail password reset scrip).
Regards,
Gene
At 04:38 AM 7/22/2007, Tom Storey wrote:
This afternoon I installed RT 3.6.4, Ive setup a queue, I can email into
it, I can get a response to say a ticket has been created, but I cannot seem to
get it to reply with my own custom message.
Unless Im missing something so bleedingly obvious, this is what Ive done:
1. Click on Configuration, Queues, select my queue, click Templates, and
create a template
2. click on Scrips, then New scrip, and add a scrip using the following
parameters:
Description: Requestor creates ticket
Condition: On Create
Action: Autoreply To Requestors
Template: the template I created above
Stage: TransactionCreate
3. send a new test email to my queue
However, I still receive an auto reply message as per the global default
template.
Have I missed something, or is it not working as it should?
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
--
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Re: [rt-users] Autoreply scrip doesnt execute
At Tuesday 7/24/2007 07:25 AM, Tom Storey wrote:
Nevermind I got it working.
Seems it doesnt like it if the template doesnt have Subject:
AutoReply: {$Ticket-Subject} at the beginning of it, which Im
assuming must be an actual email header for the subject.
Tom,
A template should either have an email header as the first line (with
at least one blank line between headers and the message body) or no
headers, but at least one blank line at the top. Another way of
saying that is headers are optional, but you always need at least one
blank line before the body. You may have found them, but the RT log
would probably have shown error messages from the invalid template.
Steve
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Re: [rt-users] Autoreply scrip doesnt execute
Steve,
Thanks for the info. Its all comming together now.
I guess some sort of error message or warning in the web interface when
creating the template would have been helpful, rather than having to
experiment (as I have been doing) or looking into log files to determine
what the issue is.
Surely it cant be too hard to implement a series of validations to at the
very least point out to the user that the information they have supplied is
incorrect and might not work.
Would have saved me some head scratching :-)
Perhaps its documented better in places I havnt looked yet, though I'd have
thought the documentation on the BP website would have been thorough enough.
I found it quite lacking for a beginner at administering RT (Ive used RT in
the past, but only as a user processing tickets).
Thanks again.
- Original Message -
From: Stephen Turner [EMAIL PROTECTED]
To: RT-Users@lists.bestpractical.com
Sent: Tuesday, July 24, 2007 11:02 PM
Subject: Re: [rt-users] Autoreply scrip doesnt execute
At Tuesday 7/24/2007 07:25 AM, Tom Storey wrote:
Nevermind I got it working.
Seems it doesnt like it if the template doesnt have Subject:
AutoReply: {$Ticket-Subject} at the beginning of it, which Im
assuming must be an actual email header for the subject.
Tom,
A template should either have an email header as the first line (with
at least one blank line between headers and the message body) or no
headers, but at least one blank line at the top. Another way of
saying that is headers are optional, but you always need at least one
blank line before the body. You may have found them, but the RT log
would probably have shown error messages from the invalid template.
Steve
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Re: [rt-users] Re: Custom field problem
So there is no way to make having a value in a custom field mandatory? I was hoping that the validation step would take care of this, but I guess that doesn't kick in until you manually enter something then it validates against what you have selected or entered. - Original Message From: Andreas Vögele [EMAIL PROTECTED] To: [EMAIL PROTECTED] Sent: Tuesday, July 24, 2007 2:16:12 AM Subject: [rt-users] Re: Custom field problem Sean writes: All, Not sure if this is two seperate questions or not. I am running RT 3.6.4. I am trying to create a custom field that I want to be mandatory. Basically, Im not concerned if it's there when the ticket is created, but when my RT admins close the ticket (always through the GUI, not through email or anything) I want to make sure they have selected one of the values. [...] You can write a scrip that reopens the ticket unless the custom field is set. This solution isn't nice but easy to set up. ___ 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 Ready for the edge of your seat? Check out tonight's top picks on Yahoo! TV. http://tv.yahoo.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] Re: Custom field problem
Validation works fine in our system, as do the Mandatory fields... I think we need more information regarding how your system is customized... For instance, what do you mean you've tried this on custom fields of Ticket and Ticket Transaction types. These types aren't available in our 3.6.4version, so I'm guessing they've been added/modified which might be breaking the validation/mandatory functions. Have you tried either with a basic Enter one value or Select one value type custom field? Forrest On 7/24/07, Sean [EMAIL PROTECTED] wrote: So there is no way to make having a value in a custom field mandatory? I was hoping that the validation step would take care of this, but I guess that doesn't kick in until you manually enter something then it validates against what you have selected or entered. - Original Message From: Andreas Vögele [EMAIL PROTECTED] To: [EMAIL PROTECTED] Sent: Tuesday, July 24, 2007 2:16:12 AM Subject: [rt-users] Re: Custom field problem Sean writes: All, Not sure if this is two seperate questions or not. I am running RT 3.6.4. I am trying to create a custom field that I want to be mandatory. Basically, Im not concerned if it's there when the ticket is created, but when my RT admins close the ticket (always through the GUI, not through email or anything) I want to make sure they have selected one of the values. [...] You can write a scrip that reopens the ticket unless the custom field is set. This solution isn't nice but easy to set up. ___ 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 Ready for the edge of your seat? Check out tonight's top picks on Yahoo! TV. http://tv.yahoo.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
Re: [rt-users] Autoreply scrip doesnt execute
Tom,
I had the same problem in terms of the blank line requirement after
headers. However, on page 137 of the Essentials book, there is a little
comment about content in a template and it reads RT treats each line as
a header until it finds a blank line. I guess I was supposed to
intuitively figure that a blank line is needed after the header. Oh
well. nice to see I'm not so odd after all.
As to global scrips and templates, I have disabled all except
correspondence and replaced them with our own with different names using
our own templates (different names as well). No duplicate E_mails and
they all work fine. You might want to come up with a naming scheme for
the types of notification scrips you will want and disable all other
scrips for the same actions.
Kenn
LBNL
Tom Storey wrote:
Nevermind I got it working.
Seems it doesnt like it if the template doesnt have Subject: AutoReply:
{$Ticket-Subject} at the beginning of it, which Im assuming must be an
actual email header for the subject.
Now its working.
Though I ran into a second issue which Ive since resolved too, which was
that I was then getting two autoresponses to say the ticket had been
created. That was fixed easily enough by disabling the global default.
Something I would have also preferred to not neccessarily have to do,
but I can live with creating scrips and templates for each queue more
than I can live with having to only use the global default :-)
Now if only I had found that in some documentation somewhere... :-P
Thanks again!
- Original Message -
*From:* Tom Storey mailto:[EMAIL PROTECTED]
*To:* Gene LeDuc mailto:[EMAIL PROTECTED]
*Cc:* RT-Users@lists.bestpractical.com
mailto:RT-Users@lists.bestpractical.com
*Sent:* Tuesday, July 24, 2007 8:32 PM
*Subject:* Re: [rt-users] Autoreply scrip doesnt execute
Hi Gene,
Thanks for your suggestion.
When I name my template Autoreply (previously it was named tunnel:
Autoreply, for the tunnel queue), I dont get any response at all,
not even the default template :-)
I did also try naming my scrip Autoreply, but same result. When the
Template is named Autoreply, nothing happens at all.
I do get automatic reply when I resolve the tickets, however.
Any other suggestions?
I really would prefer to avoid having to use the global default as I
would like to convey queue specific information to requestors.
Thanks,
Tom
- Original Message -
*From:* Gene LeDuc mailto:[EMAIL PROTECTED]
*To:* Tom Storey mailto:[EMAIL PROTECTED]
*Cc:* RT-Users@lists.bestpractical.com
mailto:RT-Users@lists.bestpractical.com
*Sent:* Tuesday, July 24, 2007 1:53 AM
*Subject:* Re: [rt-users] Autoreply scrip doesnt execute
Hi Tom,
Try naming your local template Autoreply
If a queue template has the same name as a global template it
will be used instead of the global. I think this is what you want.
It would seem that your scrip should work, but it might be that
RT only triggers one scrip per transaction and that the global
OnCreate is winning the coin toss. Early on I disabled every
global scrip and just create the ones that I need locally. This
way there are no surprises when RT sends a reply that I didn't
want sent. I do have 1 global scrip, but I wrote it and I know
that I want it to work across all queues (it's an e-mail
password reset scrip).
Regards,
Gene
At 04:38 AM 7/22/2007, Tom Storey wrote:
This afternoon I installed RT 3.6.4, Ive setup a queue, I can
email into it, I can get a response to say a ticket has been
created, but I cannot seem to get it to reply with my own
custom message.
Unless Im missing something so bleedingly obvious, this is
what Ive done:
1. Click on Configuration, Queues, select my queue, click
Templates, and create a template
2. click on Scrips, then New scrip, and add a scrip using the
following parameters:
Description: Requestor creates ticket
Condition: On Create
Action: Autoreply To Requestors
Template: the template I created above
Stage: TransactionCreate
3. send a new test email to my queue
However, I still receive an auto reply message as per the
global default template.
Have I missed something, or is it not working as it should?
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
___
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Re: [rt-users] Re: Custom field problem
Hi Forrest, I havn't really made any customizations surrounding the custom field area. I have added RTx::Statistics, and RTx::AssetTracker, the calender extension, and thats it as far as customizations above and beyond the normal RT. For the Ticket vs Ticket Transaction type, I am referring to: I click configuration then Custom Fields then click on the custom field I have created I see Name, Description, Type, Applies to, validation, a checkbox for enabled, link values to and Include page The Ticket vs ticket transaction types are under Applies to, under Applies to you can choose Tickets, Groups, Users, Assets, Ticket Transactions If you choose ticket, when you look at a ticket, you can see the custom value there. If I choose ticket transactions, you don't see the custom field in the main ticket page, but if I were to click Resolve, it shows up there. It also shows up under basics I have tried with Select one value as there are a limited list of 7 different values I need the user to choose from, and Enter one value would be freeform, and the reg-ex involved in the validation would be extrodinarily complicated and wouldn't be very easy to change, so I need to stick with the select one value type. It defaults to (no value) - right now the Validation field says: (?#Mandatory)(^[A-Z]) - I have tried adding various things after the (?#Mandatory) so perhaps my validation string is wrong? The values to select between are all one letter words beginnning with captial letters. - Original Message From: Forrest Blount [EMAIL PROTECTED] To: Sean [EMAIL PROTECTED] Cc: Andreas Vögele [EMAIL PROTECTED]; [EMAIL PROTECTED] Sent: Tuesday, July 24, 2007 9:54:12 AM Subject: Re: [rt-users] Re: Custom field problem Validation works fine in our system, as do the Mandatory fields... I think we need more information regarding how your system is customized... For instance, what do you mean you've tried this on custom fields of Ticket and Ticket Transaction types. These types aren't available in our 3.6.4 version, so I'm guessing they've been added/modified which might be breaking the validation/mandatory functions. Have you tried either with a basic Enter one value or Select one value type custom field? Forrest On 7/24/07, Sean [EMAIL PROTECTED] wrote: So there is no way to make having a value in a custom field mandatory? I was hoping that the validation step would take care of this, but I guess that doesn't kick in until you manually enter something then it validates against what you have selected or entered. - Original Message From: Andreas Vögele [EMAIL PROTECTED] To: [EMAIL PROTECTED] Sent: Tuesday, July 24, 2007 2:16:12 AM Subject: [rt-users] Re: Custom field problem Sean writes: All, Not sure if this is two seperate questions or not. I am running RT 3.6.4. I am trying to create a custom field that I want to be mandatory. Basically, Im not concerned if it's there when the ticket is created, but when my RT admins close the ticket (always through the GUI, not through email or anything) I want to make sure they have selected one of the values. [...] You can write a scrip that reopens the ticket unless the custom field is set. This solution isn't nice but easy to set up. ___ 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 Ready for the edge of your seat? Check out tonight's top picks on Yahoo! TV. http://tv.yahoo.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 Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, photos more. http://mobile.yahoo.com/go?refer=1GNXIC___ 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: Custom field problem
Sean, Maybe you can show us the values (or equivalents) you're trying to allow for the Select one value type. I think if the validation string didn't match any of the values you've entered as options, defaulting to no value wouldn't be a horrible thing for RT to do. Also: what's wrong with using the (?#Mandatory). string as is? the . means that something other than null has to be selected... This is the only capacity I have used the mandatory requirement with, but it does work fine. In the string you included it would only allow values with 1 letter A-Z ie (Q)to be entered... change to (?#Mandatory)(^[A-Z]+$) to allow more ie(Quit)... Apologies if I'm telling you things you already know. Forrest On 7/24/07, Sean [EMAIL PROTECTED] wrote: Hi Forrest, I havn't really made any customizations surrounding the custom field area. I have added RTx::Statistics, and RTx::AssetTracker, the calender extension, and thats it as far as customizations above and beyond the normal RT. For the Ticket vs Ticket Transaction type, I am referring to: I click configuration then Custom Fields then click on the custom field I have created I see Name, Description, Type, Applies to, validation, a checkbox for enabled, link values to and Include page The Ticket vs ticket transaction types are under Applies to, under Applies to you can choose Tickets, Groups, Users, Assets, Ticket Transactions If you choose ticket, when you look at a ticket, you can see the custom value there. If I choose ticket transactions, you don't see the custom field in the main ticket page, but if I were to click Resolve, it shows up there. It also shows up under basics I have tried with Select one value as there are a limited list of 7 different values I need the user to choose from, and Enter one value would be freeform, and the reg-ex involved in the validation would be extrodinarily complicated and wouldn't be very easy to change, so I need to stick with the select one value type. It defaults to (no value) - right now the Validation field says: (?#Mandatory)(^[A-Z]) - I have tried adding various things after the (?#Mandatory) so perhaps my validation string is wrong? The values to select between are all one letter words beginnning with captial letters. - Original Message From: Forrest Blount [EMAIL PROTECTED] To: Sean [EMAIL PROTECTED] Cc: Andreas Vögele [EMAIL PROTECTED]; [EMAIL PROTECTED] Sent: Tuesday, July 24, 2007 9:54:12 AM Subject: Re: [rt-users] Re: Custom field problem Validation works fine in our system, as do the Mandatory fields... I think we need more information regarding how your system is customized... For instance, what do you mean you've tried this on custom fields of Ticket and Ticket Transaction types. These types aren't available in our 3.6.4version, so I'm guessing they've been added/modified which might be breaking the validation/mandatory functions. Have you tried either with a basic Enter one value or Select one value type custom field? Forrest On 7/24/07, Sean [EMAIL PROTECTED] wrote: So there is no way to make having a value in a custom field mandatory? I was hoping that the validation step would take care of this, but I guess that doesn't kick in until you manually enter something then it validates against what you have selected or entered. - Original Message From: Andreas Vögele [EMAIL PROTECTED] To: [EMAIL PROTECTED] Sent: Tuesday, July 24, 2007 2:16:12 AM Subject: [rt-users] Re: Custom field problem Sean writes: All, Not sure if this is two seperate questions or not. I am running RT 3.6.4. I am trying to create a custom field that I want to be mandatory. Basically, Im not concerned if it's there when the ticket is created, but when my RT admins close the ticket (always through the GUI, not through email or anything) I want to make sure they have selected one of the values. [...] You can write a scrip that reopens the ticket unless the custom field is set. This solution isn't nice but easy to set up. ___ 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 Ready for the edge of your seat? Check out tonight's top picks on Yahoo! TV. http://tv.yahoo.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 -- Get the Yahoo! toolbar and be alerted to new email
[rt-users] scripting setting Group Rights on Queues
Hi there; RT 3.6.1 , apach2 mysql5, mod_perl2 I got 30 or so queues and I would like to assign a particular group a set of rights to these queues, has anyone scripted anything like this , I looked in Admin/Queues/GroupRights.html and traced the function I need to ProcessACLChanges in Interface/Web.pm, however I not sure how to call this function, can anyone help?? Regards; 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
Re: Re: [rt-users] RT not connecting to database?
On Tue, Jul 24, 2007 at 08:13:24AM +0200, Ham MI-ID, Torsten Brumm wrote:
Is the server at the same box or on a separated box? How does your setup
looks like?
The database is on a separate host. It can be accessed with mysqladmin
from the host running RT, so there isn't a firewall or anything.
-Original Message-
On Mon, Jul 23, 2007 at 11:13:41PM +0200, Ham MI-ID, Torsten Brumm wrote:
Does this error happen all the time or after a longer time without any
usage?
All the time.
-Original Message-
From: [EMAIL PROTECTED] [EMAIL PROTECTED]
To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Sent: Mon Jul 23 22:25:23 2007
Subject: [rt-users] RT not connecting to database?
When I hit my RT install in a browser, I get an Internet Server Error.
The error_log says:
DBI connect('dbname=rt3;host=10.12.14.149','rt_user',...) failed: Can't
connect to MySQL server on '10.12.14.149' (13) at
/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106
Connect Failed Can't connect to MySQL server on '10.12.14.149' (13)
at /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 205
[Mon Jul 23 13:20:52 2007] [warn] (104)Connection reset by peer:
mod_fcgid: read data from fastcgi server error.
[Mon Jul 23 13:20:52 2007] [error] [client 192.168.2.231] Premature end
of script headers: mason_handler.fcgi
I can run mason_handler.fcgi from the command line and get results,
so... some issue with the Apache configuration?
--
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* *
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[rt-users] Populating the User - Preferences (LDAP related?)
RT 3.6.3 running on Solaris 10. How can I get RT to populate all the fields in the User-Preferences (Identity) portion via LDAP? or can I setup LDAP to ignore all other fields except for username/password and fill out the User Preferences manually? I've been to http://wiki.bestpractical.com/view/LDAP and irc.perl.org and join #rt but no resolution yet. Thank you. Below is from /var/adm/messages, not certain if anything in there helps. Jul 24 11:50:36 net-3 RT: Trying LDAP authentication\n Jul 24 11:50:36 net-3 RT: RT::User::IsLDAPPassword Found LDAP DN: uid=mike,ou=people,dc=domain,dc=edu\n Jul 24 11:50:36 net-3 RT: RT::User::IsLDAPPassword AUTH OK: mike (uid=mike,ou=people,dc=domain,dc=edu) (/opt/rt3/lib/RT/User_Local.pm:227)\n Jul 24 11:50:36 net-3 RT: RT::User::IsPassword auth method IsLDAPPassword SUCCEEDED\n Jul 24 11:50:36 net-3 RT: Successful login for mike from 192.168.1.5 (/opt/rt3/share/html/autohandler:256)\n Jul 24 11:50:37 net-3 RT: RT::Date used date::parse to make 1970-01-01 21600\n Jul 24 11:51:29 net-3 RT: RT::User::CanonicalizeEmailAddress : called with [EMAIL PROTECTED] by RT::User /opt/rt3/lib/RT/User_Overlay.pm 561\n Jul 24 11:51:29 net-3 RT: RT::User::LookupExternalUserInfo called with baseDN ou=People,dc=domain,dc=edu and filter [EMAIL PROTECTED] by RT::User /opt/rt3/lib/RT/User_Local.pm 337\n Jul 24 11:51:29 net-3 RT: RT::User::LookupExternalUserInfo : ou=People,dc=domain,dc=edu [EMAIL PROTECTED] = EmailAddress: , Name: , RealName: (/opt/rt3/lib/RT/User_Local.pm:568)\n Jul 24 11:51:29 net-3 RT: RT::User::LookupExternalUserInfo called with baseDN ou=People,dc=domain,dc=edu and filter [EMAIL PROTECTED] by RT::User /opt/rt3/lib/RT/User_Local.pm 337\n Regards, Mike Choose the right car based on your needs. Check out Yahoo! Autos new Car Finder tool. http://autos.yahoo.com/carfinder/ ___ 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] Populating the User - Preferences (LDAP related?)
Solved! OK, I solved my issue(s). Edit RT_SiteConfig.pm file and change the Set($LdapExternalInfo, 1); from a 1 to a 0 (zero), hence, LDAP will not retrieve (externally) any information for any of the field. Additionally, this solve my problem of creating new ticket and populating the Requestors, Cc, Admin Cc field. --- mailing list [EMAIL PROTECTED] wrote: RT 3.6.3 running on Solaris 10. How can I get RT to populate all the fields in the User-Preferences (Identity) portion via LDAP? or can I setup LDAP to ignore all other fields except for username/password and fill out the User Preferences manually? I've been to http://wiki.bestpractical.com/view/LDAP and irc.perl.org and join #rt but no resolution yet. Thank you. Below is from /var/adm/messages, not certain if anything in there helps. Jul 24 11:50:36 net-3 RT: Trying LDAP authentication\n Jul 24 11:50:36 net-3 RT: RT::User::IsLDAPPassword Found LDAP DN: uid=mike,ou=people,dc=domain,dc=edu\n Jul 24 11:50:36 net-3 RT: RT::User::IsLDAPPassword AUTH OK: mike (uid=mike,ou=people,dc=domain,dc=edu) (/opt/rt3/lib/RT/User_Local.pm:227)\n Jul 24 11:50:36 net-3 RT: RT::User::IsPassword auth method IsLDAPPassword SUCCEEDED\n Jul 24 11:50:36 net-3 RT: Successful login for mike from 192.168.1.5 (/opt/rt3/share/html/autohandler:256)\n Jul 24 11:50:37 net-3 RT: RT::Date used date::parse to make 1970-01-01 21600\n Jul 24 11:51:29 net-3 RT: RT::User::CanonicalizeEmailAddress : called with [EMAIL PROTECTED] by RT::User /opt/rt3/lib/RT/User_Overlay.pm 561\n Jul 24 11:51:29 net-3 RT: RT::User::LookupExternalUserInfo called with baseDN ou=People,dc=domain,dc=edu and filter [EMAIL PROTECTED] by RT::User /opt/rt3/lib/RT/User_Local.pm 337\n Jul 24 11:51:29 net-3 RT: RT::User::LookupExternalUserInfo : ou=People,dc=domain,dc=edu [EMAIL PROTECTED] = EmailAddress: , Name: , RealName: (/opt/rt3/lib/RT/User_Local.pm:568)\n Jul 24 11:51:29 net-3 RT: RT::User::LookupExternalUserInfo called with baseDN ou=People,dc=domain,dc=edu and filter [EMAIL PROTECTED] by RT::User /opt/rt3/lib/RT/User_Local.pm 337\n Regards, Mike Choose the right car based on your needs. Check out Yahoo! Autos new Car Finder tool. http://autos.yahoo.com/carfinder/ ___ 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 Pinpoint customers who are looking for what you sell. http://searchmarketing.yahoo.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] LDAP modification
Solved!
OK, I solved my issue(s). Edit RT_SiteConfig.pm file and change the
Set($LdapExternalInfo, 1);
from a 1 to a 0 (zero), hence, LDAP will not retrieve (externally) any
information for any of the field. Additionally, this solve my problem of
creating new ticket and populating the Requestors, Cc, Admin Cc field.
--- mailing list [EMAIL PROTECTED] wrote:
I believed I narrowed my problem down to an LDAP issue rather than FastCGI
and/or Apache.
From http://wiki.bestpractical.com/view/LDAP, I was able to configured RT
3.6.3
to use LDAP and successfully log into RT via LDAP authentication. However,
only the username/uid is populated in the Preferences for the user's
identity. The field Email and Real Name is blank. Hence, when opening a
ticket with the field Requestors, CC, and Admin CC causing the user's web
browser to hanged as RT was looking up the fields? Additionally, causing
FastCGI timeout which generated the error message (which derailed me, to
investigate in a different direction).
The below is what I have in my RT_SiteConfig.pm for LDAP, and it corresponds
to
the field in my LDAP. My question is, why is RT not populating the fields
Mail, Real Name in the Preferences but only uid from LDAP? In addition,
where
do I starts tinkering to get those fields appear in RT? (or what parameters
to
search for at Google/Wiki/etc.) Thank you.
Set($LdapAttrMap, {'Name' = 'uid',
'EmailAddress' = 'mail',
'Organization' = 'o',
'RealName' = 'cn',
'ExternalContactInfoId' = 'dn',
'ExternalAuthId' = 'uid',
'Gecos' = 'uid',
'WorkPhone' = 'workphone',
'Address1' = 'PostalAddress'}
Regards,
Mike
Moody friends. Drama queens. Your life? Nope! - their life, your story. Play
Sims Stories at Yahoo! Games.
http://sims.yahoo.com/
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Re: [rt-users] Apache, FastCGI, or Configuration?
Neither, it was LDAP related. Solved! OK, I solved my issue(s). Edit RT_SiteConfig.pm file and change the Set($LdapExternalInfo, 1); from a 1 to a 0 (zero), hence, LDAP will not retrieve (externally) any information for any of the field. Additionally, this solve my problem of creating new ticket and populating the Requestors, Cc, Admin Cc field. --- mailing list [EMAIL PROTECTED] wrote: Let's look at this from another angle... Do I need to do something in RT configuration (enable/disable) to allow the field Requestors, CC, and Admin CC to function in Creating a new ticket page? ie. RT - Configuration - Users, Groups, Queues, Custom Fields, Global, Tools. Does the three fields above need permission or call upon some other field or paramaters that I need to enable/disable or overlook in the RT web configuration? or perhaps I overlooked user/group/queue permission? Basically, I went through the queue configuration and gave all rights to users and groups to see if this will help but so far no luck. (Attachments and Subjects seemed to be functioning as normal). Regards, Mike Building a website is a piece of cake. Yahoo! Small Business gives you all the tools to get online. http://smallbusiness.yahoo.com/webhosting ___ 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
AW: Re: Re: [rt-users] RT not connecting to database?
No, firewall was not my idea behind, have you tried from rtwww to rtdb with
mysql -uusername -p -h rtdb and this works? Are the rights granded correctly
during the installation?
Torsten
-Original Message-
From: [EMAIL PROTECTED] [EMAIL PROTECTED]
To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Sent: Tue Jul 24 19:20:27 2007
Subject: Re: Re: [rt-users] RT not connecting to database?
On Tue, Jul 24, 2007 at 08:13:24AM +0200, Ham MI-ID, Torsten Brumm wrote:
Is the server at the same box or on a separated box? How does your setup
looks like?
The database is on a separate host. It can be accessed with mysqladmin
from the host running RT, so there isn't a firewall or anything.
-Original Message-
On Mon, Jul 23, 2007 at 11:13:41PM +0200, Ham MI-ID, Torsten Brumm wrote:
Does this error happen all the time or after a longer time without any
usage?
All the time.
-Original Message-
From: [EMAIL PROTECTED] [EMAIL PROTECTED]
To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Sent: Mon Jul 23 22:25:23 2007
Subject: [rt-users] RT not connecting to database?
When I hit my RT install in a browser, I get an Internet Server Error.
The error_log says:
DBI connect('dbname=rt3;host=10.12.14.149','rt_user',...) failed: Can't
connect to MySQL server on '10.12.14.149' (13) at
/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106
Connect Failed Can't connect to MySQL server on '10.12.14.149' (13)
at /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 205
[Mon Jul 23 13:20:52 2007] [warn] (104)Connection reset by peer:
mod_fcgid: read data from fastcgi server error.
[Mon Jul 23 13:20:52 2007] [error] [client 192.168.2.231] Premature end
of script headers: mason_handler.fcgi
I can run mason_handler.fcgi from the command line and get results,
so... some issue with the Apache configuration?
--
***
* John Oliver http://www.john-oliver.net/ *
* *
***
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[rt-users] Re: query problem after 3.4.5 - 3.6.4 upgrade
On 7/23/07, Brian Kerr [EMAIL PROTECTED] wrote: When doing a search by requestor/owner email address now, we are getting a nasty query produced. Here are the details of the query. Let me know if you need any more information. Requestor.EmailAddress LIKE 'tom' OR Owner = 'tom' Here is what the query looks like when formed in the 3.4.5 query builder. It returns results in less than a second. SELECT COUNT(DISTINCT main.id) FROM (((Tickets main JOIN Groups Groups_1 ON ( Groups_1.Instance = main.id)) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId = Groups_1.id) AND ( (CachedGroupMembers_2.GroupId != CachedGroupMembers_2.MemberId))) LEFT JOIN Users Users_3 ON ( Users_3.id = CachedGroupMembers_2.MemberId)) WHERE ((Groups_1.Domain = 'RT::Ticket-Role')) AND ((Groups_1.Type = 'Requestor')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (main.Owner = '58936') ) AND ( (Users_3.EmailAddress LIKE '%tom%') ) ) ___ 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 At A Glance per group
anybody? On 7/17/07, slamp slamp [EMAIL PROTECTED] wrote: is there a way to customize RT At A Glance per group? I only see configuration on a Global basis or on a per user basis. I need this to customize what each group can see in the rt at a glance. I have a search that shows oldest unowned tickets and i have a group that can see everything. but of course i do not want this group to show all unowned from other groups. ___ 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] query problem after 3.4.5 - 3.6.4 upgrade
On 7/23/07, Brian Kerr [EMAIL PROTECTED] wrote: On 7/23/07, Ruslan Zakirov [EMAIL PROTECTED] wrote: Do I understand right that the query is like Requestor.EmailAddress = 'xxx' OR Status = 'new' OR Status = 'open'? * Note all binary operators (aggregators) are ORs. The above queries were done with status delimiters. what is status delimiter? The query breaks whether or not Status is involved. Here is one of I don't care about Status, but I do care about OR. All I'm asking about is: Do you understand that the first query you sent is a search for tickets with requestor X OR Status Y? I'm asking it only because this query looks useless to me. And if it's not the query you built then it's the query we generate and it's a bug. the broken queries without Status. The database query below is directly from Requestor.EmailAddress LIKE 'tom' OR Owner = 'tom' formed in query builder. This is a different type of queries. SELECT COUNT(DISTINCT main.id) FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (main.Status != 'deleted') AND (main.Owner = '58936' OR ( Users_3.EmailAddress LIKE '%tom%' AND CachedGroupMembers_2.id IS NOT NULL ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) -- 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] Re: Custom field problem
Sean writes: Hi Forrest, I havn't really made any customizations surrounding the custom field area. I have added RTx::Statistics, and RTx::AssetTracker, the calender extension, and thats it as far as customizations above and beyond the normal RT. [...] If you choose ticket, when you look at a ticket, you can see the custom value there. If I choose ticket transactions, you don't see the custom field in the main ticket page, but if I were to click Resolve, it shows up there. It also shows up under basics How did you add the custom fields to the resolve page? Unfortunately, the callback-based solutions described in Lhttp://wiki.bestpractical.com/view/EditCustomFieldsOnUpdate are incomplete. If you read html/Ticket/Create.html you'll see that there's code that validates the custom fields. No such code is added to Update.html though. ___ 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: query problem after 3.4.5 - 3.6.4 upgrade
On 7/25/07, Brian Kerr [EMAIL PROTECTED] wrote: On 7/23/07, Brian Kerr [EMAIL PROTECTED] wrote: When doing a search by requestor/owner email address now, we are getting a nasty query produced. Here are the details of the query. Let me know if you need any more information. Requestor.EmailAddress LIKE 'tom' OR Owner = 'tom' Here is what the query looks like when formed in the 3.4.5 query builder. It returns results in less than a second. But as far as I can see the query below returns wrong results and that's exactly what we've fixed. The following query finds tickets where requestor's address has 'tom' substring *and* owner is tom. So it doesn't match the condition you build. SELECT COUNT(DISTINCT main.id) FROM (((Tickets main JOIN Groups Groups_1 ON ( Groups_1.Instance = main.id)) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId = Groups_1.id) AND ( (CachedGroupMembers_2.GroupId != CachedGroupMembers_2.MemberId))) LEFT JOIN Users Users_3 ON ( Users_3.id = CachedGroupMembers_2.MemberId)) WHERE ((Groups_1.Domain = 'RT::Ticket-Role')) AND ((Groups_1.Type = 'Requestor')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (main.Owner = '58936') ) AND ( (Users_3.EmailAddress LIKE '%tom%') ) ) ___ 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: query problem after 3.4.5 - 3.6.4 upgrade
On 7/24/07, Ruslan Zakirov [EMAIL PROTECTED] wrote: Here is what the query looks like when formed in the 3.4.5 query builder. It returns results in less than a second. But as far as I can see the query below returns wrong results and that's exactly what we've fixed. The following query finds tickets where requestor's address has 'tom' substring *and* owner is tom. So it doesn't match the condition you build. Makes sense. You are right that query isn't right in 3.4.5, I didn't see that. Changing the 3.4.5 mysql query to use OR instead of AND works fine. I think that cross join is killing us in 3.6.4. SELECT COUNT(DISTINCT main.id) FROM (((Tickets main JOIN Groups Groups_1 ON ( Groups_1.Instance = main.id)) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId = Groups_1.id) AND ( (CachedGroupMembers_2.GroupId != CachedGroupMembers_2.MemberId))) LEFT JOIN Users Users_3 ON ( Users_3.id = CachedGroupMembers_2.MemberId)) WHERE ((Groups_1.Domain = 'RT::Ticket-Role')) AND ((Groups_1.Type = 'Requestor')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (main.Owner = '58936') ) AND ( (Users_3.EmailAddress LIKE '%tom%') ) ) ___ 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 works but logs user errors, sends bounces
I'm running rt on fedora 6/apache. I used the fedora RPM to install RT. I am using ssl on my website (https://hostname/rt3). When I send email to rt, it creates a ticket and seems to work. It sends me a reply telling me my ticket number, etc. I can do stuff and see tickets created by email using the GUI, no problem. But I have these weird log messages. grep REST /var/log/messages Jul 23 10:58:25 hostname RT: Could not record email: Could not load a valid user (/usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway:73) Any clue what this might mean? Also getting some weird bounces that seem related. (full text at end of message). smrsh seems to give?/get? an error return even though rt3 apparently receives the info and succeeds in making a ticket. (Does rt ever give a non-zero return code even though a ticket was created?) Maybe the error return makes smrsh send a bounce to [EMAIL PROTECTED] Seems like it should send the bounce to the source of the email, not the destination and why does it wait 5 days? I am upside down. Here's what logwatch says: - httpd Begin Requests with error response codes 501 Not Implemented /rt3/REST/1.0/NoAuth/mail-gateway: 77 Time(s) -- httpd End - Seems there might be a hint at http://wiki.bestpractical.com/view/SomeProblems, but I don't really understand how to apply that fix to my situation, if it applies at all. That is, I don't really understand what is wrong and the context in which that fix apparently worked. Only thing connecting it to my problem is the mention of REST. Here's the bounce, apparently something could not be delivered somewhere for 5 days: -- Forwarded message -- From: Mail Delivery Subsystem hostname To: owner-hostname Date: Mon, 23 Jul 2007 11:13:39 -1000 Subject: Returned mail: see transcript for details The original message was received at Wed, 18 Jul 2007 09:27:18 -1000 from localhost.localdomain [127.0.0.1] - The following addresses had permanent fatal errors - |/etc/smrsh/rt-mailgate --queue general --action correspond --url https://hostname/rt3; (reason: Deferred) (expanded from: [EMAIL PROTECTED]) - Transcript of session follows - An Error Occurred = 501 Method Not Implemented |/etc/smrsh/rt-mailgate --queue general --action correspond --url https://hostname/rt3;... Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL Message could not be delivered for 5 days Message will be deleted from queue Final-Recipient: RFC822; [EMAIL PROTECTED] X-Actual-Recipient: X-Unix; |/etc/smrsh/rt-mailgate --queue general --action correspond --url https://hostname/rt3 Action: failed Status: 4.4.7 Diagnostic-Code: X-Unix; 75 Last-Attempt-Date: Mon, 23 Jul 2007 11:13:39 -1000 Seems like . email gets delivered to rt and makes a ticket, but somehow a bounce gets generated, addressed to [EMAIL PROTECTED], which cannot be delivered for 5 days, at which point a bounce gets sent to me as the owner. Clues or hints much appreciated. Mahalo, Dave ___ 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] simple question: timedate on at-a-glance page?
Hi -- anyone have a simple recipe for adding the time date to the at a glance page? I looked at Elements/Footer and don't see an easy way to customize it without replacing the whole file (e.g. local/html/Elements/Footer). Reason for doing this? Folks want to know when the page was last refreshed. thanks! -- Gary ___ 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: query problem after 3.4.5 - 3.6.4 upgrade
On 7/25/07, Brian Kerr [EMAIL PROTECTED] wrote: On 7/24/07, Ruslan Zakirov [EMAIL PROTECTED] wrote: Here is what the query looks like when formed in the 3.4.5 query builder. It returns results in less than a second. But as far as I can see the query below returns wrong results and that's exactly what we've fixed. The following query finds tickets where requestor's address has 'tom' substring *and* owner is tom. So it doesn't match the condition you build. Makes sense. You are right that query isn't right in 3.4.5, I didn't see that. Changing the 3.4.5 mysql query to use OR instead of AND works fine. I think that cross join is killing us in 3.6.4. As far as I know CROSS JOIN must work in the same way as comma ',' according to SQL standard and docs of all DBs we're using as back-ends. Try to change all CROSS JOINs to ',' . SELECT COUNT(DISTINCT main.id) FROM (((Tickets main JOIN Groups Groups_1 ON ( Groups_1.Instance = main.id)) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId = Groups_1.id) AND ( (CachedGroupMembers_2.GroupId != CachedGroupMembers_2.MemberId))) LEFT JOIN Users Users_3 ON ( Users_3.id = CachedGroupMembers_2.MemberId)) WHERE ((Groups_1.Domain = 'RT::Ticket-Role')) AND ((Groups_1.Type = 'Requestor')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (main.Owner = '58936') ) AND ( (Users_3.EmailAddress LIKE '%tom%') ) ) -- 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: Re: Re: [rt-users] RT not connecting to database?
On Tue, Jul 24, 2007 at 10:05:29PM +0200, Ham MI-ID, Torsten Brumm wrote: No, firewall was not my idea behind, have you tried from rtwww to rtdb with mysql -uusername -p -h rtdb and this works? Are the rights granded correctly during the installation? [EMAIL PROTECTED] ~]# mysql -u rt_user -p -h 10.12.14.149 Enter password: Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection id is 53 Server version: 5.0.22 Type 'help;' or '\h' for help. Type '\c' to clear the buffer. mysql show databases; ++ | Database | ++ | information_schema | | rt3| | test | ++ 3 rows in set (0.00 sec) mysql quit Bye -- *** * John Oliver http://www.john-oliver.net/ * * * *** ___ 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: query problem after 3.4.5 - 3.6.4 upgrade
Hello, Brian. Ok, I've forgotten about Status field and we're talking only about Requestor.EmailAddress = tom OR Owner = tom. I think that I've found problem. Here are three queries I want you to compare. Other user can do that too, but please replace main.Owner = with some valid user ID as it's very important for mysql optimizer. The first one is the query we build in 3.6.4: SELECT SQL_NO_CACHE COUNT(DISTINCT main.id) FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON Groups_1.Domain = 'RT::Ticket-Role' AND Groups_1.Type = 'Requestor' AND Groups_1.Instance = main.id LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON CachedGroupMembers_2.MemberId = Users_3.id AND CachedGroupMembers_2.GroupId = Groups_1.id WHERE main.Status != 'deleted' AND ( main.Owner = '58936' OR ( Users_3.EmailAddress LIKE '%tom%' AND CachedGroupMembers_2.id IS NOT NULL ) ) AND main.Type = 'ticket' AND main.EffectiveId = main.id; This is one way to fix it: SELECT SQL_NO_CACHE COUNT(DISTINCT main.id) FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON Groups_1.Domain = 'RT::Ticket-Role' AND Groups_1.Type = 'Requestor' AND Groups_1.Instance = main.id LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON CachedGroupMembers_2.MemberId = Users_3.id AND CachedGroupMembers_2.GroupId = Groups_1.id WHERE main.Status != 'deleted' AND ( main.Owner = '58936' OR CachedGroupMembers_2.id IS NOT NULL ) AND Users_3.EmailAddress LIKE '%tom%' AND main.Type = 'ticket' AND main.EffectiveId = main.id; Another way to fix the problem: SELECT SQL_NO_CACHE COUNT(DISTINCT main.id) FROM Tickets main JOIN Groups Groups_1 ON Groups_1.Domain = 'RT::Ticket-Role' AND Groups_1.Type = 'Requestor' AND Groups_1.Instance = main.id LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON CachedGroupMembers_2.GroupId = Groups_1.id LEFT JOIN Users Users_3 ON CachedGroupMembers_2.MemberId = Users_3.id WHERE main.Status != 'deleted' AND main.Type = 'ticket' AND main.EffectiveId = main.id AND ( main.Owner = '58936' OR Users_3.EmailAddress LIKE '%tom%' ); ___ 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: query problem after 3.4.5 - 3.6.4 upgrade
On 7/24/07, Ruslan Zakirov [EMAIL PROTECTED] wrote: Hello, Brian. Ok, I've forgotten about Status field and we're talking only about Requestor.EmailAddress = tom OR Owner = tom. I think that I've found problem. Here are three queries I want you to compare. Other user can do that too, but please replace main.Owner = with some valid user ID as it's very important for mysql optimizer. Looks much better, here are the queries in the same order you sent them: mysql SELECT SQL_NO_CACHE COUNT(DISTINCT main.id) - FROM Tickets main -CROSS JOIN Users Users_3 -JOIN Groups Groups_1 -ON Groups_1.Domain = 'RT::Ticket-Role' -AND Groups_1.Type = 'Requestor' -AND Groups_1.Instance = main.id -LEFT JOIN CachedGroupMembers CachedGroupMembers_2 -ON CachedGroupMembers_2.MemberId = Users_3.id -AND CachedGroupMembers_2.GroupId = Groups_1.id - WHERE -main.Status != 'deleted' -AND ( main.Owner = '58936' -OR ( Users_3.EmailAddress LIKE '%tom%' - AND CachedGroupMembers_2.id IS NOT NULL ) -) -AND main.Type = 'ticket' -AND main.EffectiveId = main.id; +-+ | COUNT(DISTINCT main.id) | +-+ | 729 | +-+ 1 row in set (2 min 20.39 sec) mysql SELECT SQL_NO_CACHE COUNT(DISTINCT main.id) - FROM Tickets main -CROSS JOIN Users Users_3 -JOIN Groups Groups_1 -ON Groups_1.Domain = 'RT::Ticket-Role' -AND Groups_1.Type = 'Requestor' -AND Groups_1.Instance = main.id -LEFT JOIN CachedGroupMembers CachedGroupMembers_2 -ON CachedGroupMembers_2.MemberId = Users_3.id -AND CachedGroupMembers_2.GroupId = Groups_1.id - WHERE -main.Status != 'deleted' -AND ( main.Owner = '58936' OR CachedGroupMembers_2.id IS NOT NULL ) -AND Users_3.EmailAddress LIKE '%tom%' -AND main.Type = 'ticket' -AND main.EffectiveId = main.id; +-+ | COUNT(DISTINCT main.id) | +-+ | 729 | +-+ 1 row in set (1.17 sec) mysql SELECT SQL_NO_CACHE COUNT(DISTINCT main.id) - FROM Tickets main -JOIN Groups Groups_1 -ON Groups_1.Domain = 'RT::Ticket-Role' -AND Groups_1.Type = 'Requestor' -AND Groups_1.Instance = main.id -LEFT JOIN CachedGroupMembers CachedGroupMembers_2 -ON CachedGroupMembers_2.GroupId = Groups_1.id -LEFT JOIN Users Users_3 -ON CachedGroupMembers_2.MemberId = Users_3.id - WHERE -main.Status != 'deleted' -AND main.Type = 'ticket' -AND main.EffectiveId = main.id -AND ( main.Owner = '58936' OR Users_3.EmailAddress LIKE '%tom%' ); +-+ | COUNT(DISTINCT main.id) | +-+ | 729 | +-+ 1 row in set (2.31 sec) ___ 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: query problem after 3.4.5 - 3.6.4 upgrade
Ruslan, I tested the last two queries on my PostgreSQL 8.2 database. The original query was taking so long that I killed it: On Wed, Jul 25, 2007 at 02:33:58AM +0400, Ruslan Zakirov wrote: Hello, Brian. Ok, I've forgotten about Status field and we're talking only about Requestor.EmailAddress = tom OR Owner = tom. I think that I've found problem. Here are three queries I want you to compare. Other user can do that too, but please replace main.Owner = with some valid user ID as it's very important for mysql optimizer. The first one is the query we build in 3.6.4: SELECT SQL_NO_CACHE COUNT(DISTINCT main.id) FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON Groups_1.Domain = 'RT::Ticket-Role' AND Groups_1.Type = 'Requestor' AND Groups_1.Instance = main.id LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON CachedGroupMembers_2.MemberId = Users_3.id AND CachedGroupMembers_2.GroupId = Groups_1.id WHERE main.Status != 'deleted' AND ( main.Owner = '58936' OR ( Users_3.EmailAddress LIKE '%tom%' AND CachedGroupMembers_2.id IS NOT NULL ) ) AND main.Type = 'ticket' AND main.EffectiveId = main.id; This version took 4.8 seconds without any additional tuning: This is one way to fix it: SELECT SQL_NO_CACHE COUNT(DISTINCT main.id) FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON Groups_1.Domain = 'RT::Ticket-Role' AND Groups_1.Type = 'Requestor' AND Groups_1.Instance = main.id LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON CachedGroupMembers_2.MemberId = Users_3.id AND CachedGroupMembers_2.GroupId = Groups_1.id WHERE main.Status != 'deleted' AND ( main.Owner = '58936' OR CachedGroupMembers_2.id IS NOT NULL ) AND Users_3.EmailAddress LIKE '%tom%' AND main.Type = 'ticket' AND main.EffectiveId = main.id; And this one took 7.6 seconds. Just some more data points although I know that it is not MySQL. I did have to remove the SQL_NO_CACHE from the command. Ken Another way to fix the problem: SELECT SQL_NO_CACHE COUNT(DISTINCT main.id) FROM Tickets main JOIN Groups Groups_1 ON Groups_1.Domain = 'RT::Ticket-Role' AND Groups_1.Type = 'Requestor' AND Groups_1.Instance = main.id LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON CachedGroupMembers_2.GroupId = Groups_1.id LEFT JOIN Users Users_3 ON CachedGroupMembers_2.MemberId = Users_3.id WHERE main.Status != 'deleted' AND main.Type = 'ticket' AND main.EffectiveId = main.id AND ( main.Owner = '58936' OR Users_3.EmailAddress LIKE '%tom%' ); ___ 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] monitoring RT
We also have a basic perl script using WWW::Mechanize which opens the login page, logs in with a 'nagios' user and ensures it gets a valid response (we check for a 200 OK and that the content matches RT at a glance. If this fails it generates a critical nagios alert and wakes the on-call staff up. Regards, Tom On 23/07/2007, at 11:43 PM, Nicholas Clark wrote: We're going to make the RT self-service interface visible to our external clients. We'd like to monitor it, so that we know if it's down? What's the best way to monitor RT? Are there any built in pages that would let us quickly tell that (say) 1: users can log in 2: the RT web application has a live connection to a working database without burning lots of CPU? Have I missed anything key to check? Nicholas Clark ___ 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 -- Tom Lanyon Systems Administrator NetSpot Pty Ltd ___ 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] Partial match on queue name
Hi, I want to do a request along the lines of: Queue LIKE 'Lalala' because I have several queues whose names start with Lalala but some other queues, too. Note that I tried the Queue.Name variant, too. However, it doesn't seem to work: I get the results as if I was searching on all queues. I'm still looking over at what I could be doing wrong, but meanwhile, any help is appreciated. Thanks. RT 3.4.6 -- Quentin Garnier - [EMAIL PROTECTED] - [EMAIL PROTECTED] You could have made it, spitting out benchmarks Owe it to yourself not to fail Amplifico, Spitting Out Benchmarks, Hometakes Vol. 2, 2005. pgp6El4RQyg0z.pgp Description: PGP 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
