[rt-users] character problem during forwarding of a ticket.
Hi there, While replying and doing CC or BCC of a ticket there are not any character encoding problems.On the other hand, while forwarding a message Turkish character problem occurs.. I have added the mail header part of both occurences (i.e mail header of a CC ticket and forwarded ticket) How can I solve this problem? Please help me.. Thank you.. Murat Delivered-To: muratt...@gmail.com Received: by 10.223.113.8 with SMTP id y8cs109846fap; Wed, 1 Apr 2009 23:25:39 -0700 (PDT) Received: by 10.103.248.1 with SMTP id a1mr3228465mus.40.1238653538848; Wed, 01 Apr 2009 23:25:38 -0700 (PDT) Return-Path: r...@ttidc.com.tr Received: from fep09.ttnet.net.tr (mail.ttidc.com.tr [212.175.13.129]) by mx.google.com with ESMTP id g1si1660303muf.12.2009.04.01.23.25.37; Wed, 01 Apr 2009 23:25:38 -0700 (PDT) Received-SPF: pass (google.com: best guess record for domain of r...@ttidc.com.tr designates 212.175.13.129 as permitted sender) client-ip=212.175.13.129; Authentication-Results: mx.google.com; spf=pass (google.com: best guess record for domain of r...@ttidc.com.tr designates 212.175.13.129 as permitted sender) smtp.mail=r...@ttidc.com.tr Received: from (unknown) by AVGW-I-5.ttnet.net.tr with smtp id 5a79_14536940_1f4f_11de__001422143cb8; Thu, 02 Apr 2009 09:25:36 +0300 Received: from RT.ttidc.com.tr ([192.168.4.32]) by fep09.ttnet.net.tr with ESMTP id 20090402061922.ikxk17314.fep09.ttnet.net...@rt.ttidc.com.tr for muratt...@gmail.com; Thu, 2 Apr 2009 09:19:22 +0300 Received: from (unknown [192.168.4.32]) by AVGW-I-5.ttnet.net.tr with smtp id 5a68_138dcfaa_1f4f_11de_af10_001422143cb8; Thu, 02 Apr 2009 09:25:35 +0300 Received: by RT.ttidc.com.tr (Postfix, from userid 0) id 3B2FD56F6C; Thu, 2 Apr 2009 09:25:52 +0300 (EEST) To: muratt...@gmail.com Cc: Content-type: multipart/mixed; boundary=--=_1238653552-2857-19 Subject: Fwd: [TT-Akademi Destek #350] From: ttakad...@turktelekom.com.tr Date: Thu, 2 Apr 2009 06:25:52 + Message-Id: 20090402062552.3b2fd56...@rt.ttidc.com.tr X-NAI-Spam-Report: 2 Rules triggered * -100 -- USER_IN_WHITELIST -- From: address is in the user's white-list * 0 -- RV3244 -- BODY: Version number MIME-Version: 1.0 This is a multi-part message in MIME format... =_1238653552-2857-19 Ekteki #350 numaralı çağrıyı inceleyerek ve sorunun cevabını (yanıtla yaparak) ttakad...@turktelekom.com.tr ye mail atınız. Mesaj atan kişiye tarafımızdan yanıt verilecektir. İletim Numarası : #4721 =_1238653552-2857-19 Content-Type: message/rfc822 Content-Disposition: attachment Content-Transfer-Encoding: binary Content-Description: forwarded message X-RT-Original-Encoding: iso-8859-9 MIME-Version: 1.0 X-MS-Exchange-Organization-Authsource: S001HUB1.turktelekom.intra Acceptlanguage: tr-TR, en-US X-MS-Exchange-Organization-SCL: -1 X-MS-Exchange-Organization-Authas: Internal Message-ID: 3f5b147bf842c44d9d3015db268a10e23d332b1...@s001cex3.turktelekom.intra X-MS-Tnef-Correlator: Received: from 212.175.13.102 [212.175.13.102] by destek.turktelekomakademi.com.tr with POP3 (fetchmail-6.3.9) for r...@localhost (single-drop); Wed, 01 Apr 2009 17:33:50 +0300 (EEST) Received: from S001CEX3.turktelekom.intra ([192.168.37.105]) by S001HUB1.turktelekom.intra ([192.168.37.107]) with mapi; Wed, 1 Apr 2009 17:30:54 +0300 Subject: Thread-Index: Acmy1ihIG9NvecwwQ0Oso3U9NPT03A== Date: Wed, 1 Apr 2009 17:28:43 +0300 X-MS-Has-Attach: X-MS-Exchange-Organization-Authmechanism: 04 Accept-Language: tr-TR, en-US To: TÜM PERSONEL a...@turktelekom.com.tr X-Auto-Response-Suppress: DR, OOF, AutoReply From: TÜRK TELEKOM DUYURU SERVİSİ duy...@turktelekom.com.tr Content-Type: multipart/mixed; boundary=--=_1238653551-2857-18 This is a multi-part message in MIME format... =_1238653551-2857-18 Content-Length: 261 Content-Type: text/plain; charset=utf-8 Content-Transfer-Encoding: quoted-printable K=FCtahya =DCnitesi Personeli =DDbrahim KARAKAYA'n=FDn Eski=FEehir Osmangaz= i =DCniversitesi Hastanesinde yatmakta olan hastas=FD i=E7in 8 =FCnite A RH= (+) kana ihtiya=E7 duyulmaktad=FDr.Yard=FDmsever personelimize =FEimdiden = te=FEekk=FCr ederiz. =DDrtibat Tel: 506-8457957 =_1238653551-2857-18 Content-Type: text/html; charset=utf-8 Content-Transfer-Encoding: quoted-printable X-RT-Original-Encoding: iso-8859-9 Content-Length: 2710 html xmlns:v=3Durn:schemas-microsoft-com:vml xmlns:o=3Durn:schemas-micr= osoft-com:office:office xmlns:w=3Durn:schemas-microsoft-com:office:word = xmlns:m=3Dhttp://schemas.microsoft.com/office/2004/12/omml; xmlns=3Dhttp:= //www.w3.org/TR/REC-html40 head meta
Re: [rt-users] Install RT 1.0.7
Hi, Many thanks for your fast answer. At the moment we are using a RT 1.0.7 installation on an old machine. The OS and the OS configuration are a nightmare. Because hardware and RT are very old, our admin decided to move to a new system. The idea: Install a new ticket request system (such as RT or OTRS) on a VMware machine. To keep all the old tickets, we would like to install RT 1 parallel to the new system on the same machine read only. Actually this should not be a great problem. Unfortunately, the Perl module causes problems, however. So far everything correct? If this should not work so, we would install a second Debian parallel if necessary as suggested. Somebody still sees an alternative to the second machine? Best regards, Markus Hummel -Ursprüngliche Nachricht- Von: Jesse Vincent [mailto:je...@bestpractical.com] Gesendet: Mittwoch, 1. April 2009 17:56 An: Markus Hummel Cc: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Install RT 1.0.7 On Wed 1.Apr'09 at 16:37:23 +0200, Markus Hummel wrote: Hi, I have a small problem and hope you can help me. I try to install RT 1.0.7 on a current distribution - I know, crazy request ;) Perhaps you could tell us what you're actually trying to accomplish by installing RT 1.0. In general, I'd recommend finding a debian distribution from around then and running it in vmware, if you really need to run RT 1.0. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] What software is recommended for high-loaded RT3.8-latest?
Hi all. I'm going to migrate our rt installation to latest version. We'll install clean RT on new hardware and them migrate DB and custom modifications. Some points about our rt installation: - db size - more than 30G; - mostly 10 tickets; - 4000 transactions per day. Can you please advice software for serving such high-loaded system: - FreeBSD or Linux? - File system: Ext3/XFS/JFS/...? - apache 2.2 or nginx? - MySQL or Postgresql? Any advice will be appreciated. -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us on April 14-15 at Booth 1202 Billing OSS World Conference Expo Rio All-Suite Hotel Casino, Las Vegas ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] What software is recommended for high-loaded RT3.8-latest?
Thu 02 Apr 2009 09:57:57 AM GMT Agnislav Onufrijchuk wrote: Hi all. I'm going to migrate our rt installation to latest version. We'll install clean RT on new hardware and them migrate DB and custom modifications. Some points about our rt installation: - db size - more than 30G; - mostly 10 tickets; - 4000 transactions per day. Can you please advice software for serving such high-loaded system: - FreeBSD or Linux? Slackware Linux. Perfect balance of security and stability and with a custom-generic kernel the RAM footprint is comparatively tiny and makes for a very responsive server. Whatever OS you choose, make sure you do a manual RT install, don't rely on someone's pre-packaged system. Also, I recommend making sure all of your perl modules are installed via CPAN not a packaging system to ensure no upstream modifications and a simple upgrade path. In Slackware both of the above are a given. - File system: Ext3/XFS/JFS/...? Debatable. I would probably say Ext3 myself, but then for the level of transactions you're talking about you are on the border where J/X/Reiser could prove themselves useful. Wouldn't hurt to do some benchmarking. For what it's worth, don't take recoverability into account in your decision, just make backups. Trying to perform file-system data recovery in that type of environment is a waste of time on any FS. - apache 2.2 or nginx? Apache. No Question. - MySQL or Postgresql? Debatable. I think for me it would depend on what is in use in the rest of your architecture. If you are a fully MySQL house, as we are here, then it makes sense to keep it all the same since you can share primary/failover servers and your people-processes are harmonious. If you don't really have a dependency on either then... well it's up to you. I'm used to MySQL and having it at the core of nearly all DB-dependant applications here has been useful, but many would argue that for a larger system like yours PG wouyld give you better performance. Again, a bit of benchmarking wouldn't go amiss. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Is it possible to change priority direction
Hi, The direction of priority from 0 - 99 and consequently the escalation process does not fit with our model and I would like to change it so that 0 is highest is this possible. Regards Simon Simon Dray Customer Support Engineering ANT Software Limited Cambridge Business Park, Cowley Road, Cambridge CB4 0WZ, UK Tel: +44 1223 716400 Dir: +44 1223 716476 Email: simon.d...@antplc.commailto:simon.d...@antplc.com * ANT LEGAL DISCLAIMER * This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. They may contain legally privileged information, and may not be disclosed to anyone else. If you have received this email in error please notify the sender and delete all copies from your system. ANT plc and ANT Software Limited are registered in the United Kingdom at Cambridge Business Park, Cowley Road, Cambridge, Cambridgeshire CB4 0WZ, United Kingdom. The registered number for ANT plc is 5372859 and for ANT Software Limited is 2822565. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] What software is recommended for high-loaded RT3.8-latest?
Hi, I have included my comments below. It is important to consider your skills/strengths when making these choices. i.e. If you have experience with one database or OS, you should consider using them instead of trying to build expertise in a new environment. That being said... On Thu, Apr 02, 2009 at 11:57:57AM +0300, Agnislav Onufrijchuk wrote: Hi all. I'm going to migrate our rt installation to latest version. We'll install clean RT on new hardware and them migrate DB and custom modifications. Some points about our rt installation: - db size - more than 30G; - mostly 10 tickets; - 4000 transactions per day. Are these 4000 tickets per day or 4000 updates total? 10 tickets is not very many if you actually generate 4000 tickets per day. Do you shred old tickets to remove them from your DB? Can you please advice software for serving such high-loaded system: - FreeBSD or Linux? Either would be acceptable, given 4000 tickets per day = 500 per hour for an 8 hour day = less than 10 tickets per minute is not much of a CPU load for today's hardware if the I/O subsystem is up to the task.. - File system: Ext3/XFS/JFS/...? Use the supported/recommended one for your chosen OS. - apache 2.2 or nginx? Apache all the way. - MySQL or Postgresql? We use PostgreSQL here because the release quality does not vary as wildly and MySQL. Check the mailing list for problems caused by particular versions of MySQL. If you pick a tested version, it will work well. PostgreSQL also support full text index support that make searching ticket body content extremely fast. We also use the Slony replication software to keep a warm spare RT system ready to go, in case the primary system has a hardware problem. We really want to have redundancy in our ticket system because it should be up even if everything else is down. :) Hope this helps. Cheers, Ken Any advice will be appreciated. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] What software is recommended for high-loaded RT3.8-latest?
Mike Peachey wrote: Slackware Linux. Perfect balance of security and stability and with a custom-generic kernel the RAM footprint is comparatively tiny and makes for a very responsive server. I have no enough experience with Slackware. AFAIK, it's simple as BSD. Is it true? Whatever OS you choose, make sure you do a manual RT install, don't rely on someone's pre-packaged system. Also, I recommend making sure all of your perl modules are installed via CPAN not a packaging system to ensure no upstream modifications and a simple upgrade path. Sure :) - File system: Ext3/XFS/JFS/...? Debatable. I would probably say Ext3 myself, but then for the level of transactions you're talking about you are on the border where J/X/Reiser could prove themselves useful. Wouldn't hurt to do some benchmarking. For what it's worth, don't take recoverability into account in your decision, just make backups. Trying to perform file-system data recovery in that type of environment is a waste of time on any FS. AFAIK, they're all provide good data safety. Now we're using MySQL InnoDB, I think XFS should be fast enough. But we may migrate to PostgreSQL. AFAIK it uses a number of files (I may be wrong) to serve its DB. So, there can be Reiser/JFS. - apache 2.2 or nginx? Apache. No Question. Why? nginx supports FastCGI too and it is recommended to use on dedicated projects. - MySQL or Postgresql? Debatable. I think for me it would depend on what is in use in the rest of your architecture. If you are a fully MySQL house, as we are here, then it makes sense to keep it all the same since you can share primary/failover servers and your people-processes are harmonious. If you don't really have a dependency on either then... well it's up to you. I'm used to MySQL and having it at the core of nearly all DB-dependant applications here has been useful, but many would argue that for a larger system like yours PG wouyld give you better performance. Again, a bit of benchmarking wouldn't go amiss. Thank you! -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us on April 14-15 at Booth 1202 Billing OSS World Conference Expo Rio All-Suite Hotel Casino, Las Vegas ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] What software is recommended for high-loaded RT3.8-latest?
Thu 02 Apr 2009 14:51:06 GMT Agnislav Onufrijchuk wrote: Mike Peachey wrote: Slackware Linux. Perfect balance of security and stability and with a custom-generic kernel the RAM footprint is comparatively tiny and makes for a very responsive server. I have no enough experience with Slackware. AFAIK, it's simple as BSD. Is it true? It is the oldest and most unix-like and vanilla distributions of linux. Simplicity is at its heart along with security and stability. I use it on Servers, Desktops and Laptops alike. AFAIK, they're all provide good data safety. Now we're using MySQL InnoDB, I think XFS should be fast enough. But we may migrate to PostgreSQL. AFAIK it uses a number of files (I may be wrong) to serve its DB. So, there can be Reiser/JFS. Whatever you pick, build it into your kernel and you'll be fine :) - apache 2.2 or nginx? Apache. No Question. Why? nginx supports FastCGI too and it is recommended to use on dedicated projects. Let me put it this way.. when you run into trouble, you want to be on the same server that 99.9% of RT users are running. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] What software is recommended for high-loaded RT3.8-latest?
Kenneth Marshall wrote: Are these 4000 tickets per day or 4000 updates total? 10 tickets is not very many if you actually generate 4000 tickets per day. Do you shred old tickets to remove them from your DB? 4000 Transactions, not tickets per day. - File system: Ext3/XFS/JFS/...? Use the supported/recommended one for your chosen OS. Even if I'll choose FreeBSD, I will not use UFS :) It's too slow. - apache 2.2 or nginx? Apache all the way. What advantages does it have? - MySQL or Postgresql? We use PostgreSQL here because the release quality does not vary as wildly and MySQL. Check the mailing list for problems caused by particular versions of MySQL. If you pick a tested version, it will work well. PostgreSQL also support full text index support that make searching ticket body content extremely fast. We also use the Slony replication software to keep a warm spare RT system ready to go, in case the primary system has a hardware problem. We really want to have redundancy in our ticket system because it should be up even if everything else is down. :) FTS - is one of the advantages of PostgreSQL we look for. Thank you for help! -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us on April 14-15 at Booth 1202 Billing OSS World Conference Expo Rio All-Suite Hotel Casino, Las Vegas ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8.2 packages for Debian Lenny?
On Wed, Apr 01, 2009 at 07:22:30AM +0100, Tim Cutts wrote: On 31 Mar 2009, at 8:23 am, Martin Maurer wrote: Hi Dominic, Thanks for this, I see the 3.8.2 packages are already in unstable AND testing - but what about the original discussed idea to have an extra repo with rt 3.8.x for Lenny? ... or possibly get the packages uploaded to lenny-backports, might be a better solution. It's not a valid upload candidate for lenny-backports, since the version in testing/unstable does not require rebuilding to work on lenny. The normal way of handling these cases would be to add, for example, testing or unstable APT lines, with appropriate package pinning to avoid pulling anything except the required packages, or to put packages in a site-local repository. The last time this was discussed Martin was keen to provide a repository with just the request-tracker3.8 package and dependencies not satisfied in lenny, but I'm still in two minds about whether this is worth the extra work. I certainly don't have a use case for it (since we already have our own private apt repositories for local builds). Martin, could you think again about whether you are able to get by with the appropriate package pinning? Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] What software is recommended for high-loaded RT3.8-latest?
Are these 4000 tickets per day or 4000 updates total? 10 tickets is not very many if you actually generate 4000 tickets per day. Do you shred old tickets to remove them from your DB? One more thing: we have 4000 transactions, but we have a number of long SELECT queries every day. No, we didn't shred any of tickets yet, because currently we use 3.4.4 version :( -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us on April 14-15 at Booth 1202 Billing OSS World Conference Expo Rio All-Suite Hotel Casino, Las Vegas ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] What software is recommended for high-loaded RT3.8-latest?
On Thu, Apr 02, 2009 at 04:58:34PM +0300, Agnislav Onufrijchuk wrote: Kenneth Marshall wrote: Are these 4000 tickets per day or 4000 updates total? 10 tickets is not very many if you actually generate 4000 tickets per day. Do you shred old tickets to remove them from your DB? 4000 Transactions, not tickets per day. Good, that means every alternative will meet your needs performance-wise. - File system: Ext3/XFS/JFS/...? Use the supported/recommended one for your chosen OS. Even if I'll choose FreeBSD, I will not use UFS :) It's too slow. Makes sense. - apache 2.2 or nginx? Apache all the way. What advantages does it have? The biggest advantage is the userbase for when you have a problem. - MySQL or Postgresql? We use PostgreSQL here because the release quality does not vary as wildly and MySQL. Check the mailing list for problems caused by particular versions of MySQL. If you pick a tested version, it will work well. PostgreSQL also support full text index support that make searching ticket body content extremely fast. We also use the Slony replication software to keep a warm spare RT system ready to go, in case the primary system has a hardware problem. We really want to have redundancy in our ticket system because it should be up even if everything else is down. :) FTS - is one of the advantages of PostgreSQL we look for. I am partial to FTS and it definitely rocks on PostgreSQL. Cheers, Ken ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] What software is recommended for high-loaded RT3.8-latest?
- apache 2.2 or nginx? Apache. No Question. Why? nginx supports FastCGI too and it is recommended to use on dedicated projects. Let me put it this way.. when you run into trouble, you want to be on the same server that 99.9% of RT users are running. Agree :) Thanks for help! -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us on April 14-15 at Booth 1202 Billing OSS World Conference Expo Rio All-Suite Hotel Casino, Las Vegas ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Allow client to see their requested tickets
On Thu, Apr 2, 2009 at 2:53 PM, Dave Wells dave.we...@foreshore.net wrote: Hi, We have a requirement to allow our clients to have access to our ticketing system. We only want to allow them to see tickets that they are the requester for. We would also like them to have the ability to reply within their tickets. Its highly important that they obviously cant see any tickets that they are not the requester for. What would be the best way to go about this? IIRC, there is something in the Wiki to help you do this: A template that you use to autorespond, which gives the requestor a username and password and a link to follow their request, some scrips and some configuration (Privilege grants) in RT. It's long since I did this, but I am sure I used to do it. Check the Addons too. -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ The only time a woman really succeeds in changing a man is when he is a baby. - Natalie Wood ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Install RT 1.0.7
On Thu, Apr 02, 2009 at 09:10:16AM +0200, Markus Hummel wrote: Hi, Many thanks for your fast answer. At the moment we are using a RT 1.0.7 installation on an old machine. The OS and the OS configuration are a nightmare. Because hardware and RT are very old, our admin decided to move to a new system. The idea: Install a new ticket request system (such as RT or OTRS) on a VMware machine. To keep all the old tickets, we would like to install RT 1 parallel to the new system on the same machine read only. Why not use the RT upgrade tools to move your RT1 tickets to a newer RT? Actually this should not be a great problem. Unfortunately, the Perl module causes problems, however. So far everything correct? If this should not work so, we would install a second Debian parallel if necessary as suggested. Somebody still sees an alternative to the second machine? Best regards, Markus Hummel -Ursprüngliche Nachricht- Von: Jesse Vincent [mailto:je...@bestpractical.com] Gesendet: Mittwoch, 1. April 2009 17:56 An: Markus Hummel Cc: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Install RT 1.0.7 On Wed 1.Apr'09 at 16:37:23 +0200, Markus Hummel wrote: Hi, I have a small problem and hope you can help me. I try to install RT 1.0.7 on a current distribution - I know, crazy request ;) Perhaps you could tell us what you're actually trying to accomplish by installing RT 1.0. In general, I'd recommend finding a debian distribution from around then and running it in vmware, if you really need to run RT 1.0. -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] What software is recommended for high-loaded RT3.8-latest?
On Thu, Apr 02, 2009 at 05:03:30PM +0300, Agnislav Onufrijchuk wrote: Are these 4000 tickets per day or 4000 updates total? 10 tickets is not very many if you actually generate 4000 tickets per day. Do you shred old tickets to remove them from your DB? One more thing: we have 4000 transactions, but we have a number of long SELECT queries every day. No, we didn't shred any of tickets yet, because currently we use 3.4.4 version :( Have you run EXPLAIN or the MySQL equivalent to see what is taking the time in the long queries? Maybe adjusting your indexes would help. Cheers, Ken ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Allow client to see their requested tickets
Thanks Roy, That's exactly what i am looking for =) -Original Message- From: Raed El-Hames [mailto:r...@vialtus.com] Sent: 02 April 2009 14:18 To: Dave Wells Subject: Re: [rt-users] Allow client to see their requested tickets Dave; The self service interface allows exactly that, Been running my rt for so many years I forgot what were the default rights , but if you give the global group Requestor the right to: ShowTicket ReplyToTicket ModifyTicket (if you want them to be able to change ticket status) then any unprivileged user with a password assigned can login to RT and be presented with a list if their tickets which they can reply/modify * Roy * http://www.vialtus.com/ This email is subject to: http://www.vialtus.com/disclaimer.html Dave Wells wrote: Hi, We have a requirement to allow our clients to have access to our ticketing system. We only want to allow them to see tickets that they are the requester for. We would also like them to have the ability to reply within their tickets. Its highly important that they obviously cant see any tickets that they are not the requester for. What would be the best way to go about this? Many Thanks Dave ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Install RT 1.0.7
Actually the idea of leaving the old system 1 for 1 was. Not carrying out any change at the contents and at the appearance. But if it cannot be solved differently, of course this is also worth a consideration. So remain summarizing left: a.) Use separate virtual machine. b.) Convert RT to a newer version. c.) Use an old(er) OS. These are my possible options, aren't they? No (easy) way to fix the perl problem and correct something on perl or RT? I think the problem is the mysql emulation, isn't it? Best regards, Markus Hummel -Ursprüngliche Nachricht- Von: Jesse Vincent [mailto:je...@bestpractical.com] Gesendet: Donnerstag, 2. April 2009 16:20 An: Markus Hummel Cc: Jesse Vincent; rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Install RT 1.0.7 On Thu, Apr 02, 2009 at 09:10:16AM +0200, Markus Hummel wrote: Hi, Many thanks for your fast answer. At the moment we are using a RT 1.0.7 installation on an old machine. The OS and the OS configuration are a nightmare. Because hardware and RT are very old, our admin decided to move to a new system. The idea: Install a new ticket request system (such as RT or OTRS) on a VMware machine. To keep all the old tickets, we would like to install RT 1 parallel to the new system on the same machine read only. Why not use the RT upgrade tools to move your RT1 tickets to a newer RT? Actually this should not be a great problem. Unfortunately, the Perl module causes problems, however. So far everything correct? If this should not work so, we would install a second Debian parallel if necessary as suggested. Somebody still sees an alternative to the second machine? Best regards, Markus Hummel -Ursprüngliche Nachricht- Von: Jesse Vincent [mailto:je...@bestpractical.com] Gesendet: Mittwoch, 1. April 2009 17:56 An: Markus Hummel Cc: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Install RT 1.0.7 On Wed 1.Apr'09 at 16:37:23 +0200, Markus Hummel wrote: Hi, I have a small problem and hope you can help me. I try to install RT 1.0.7 on a current distribution - I know, crazy request ;) Perhaps you could tell us what you're actually trying to accomplish by installing RT 1.0. In general, I'd recommend finding a debian distribution from around then and running it in vmware, if you really need to run RT 1.0. -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Install RT 1.0.7
Hi markus, We had a similar problem in the past, not for rt 1 but for RT2 and a brand new system, os. What we did several years ago was, we installed the new system RT3 and then we had all needed perl modules, later we simply copied the rt2 files to the new server and also moved the old db to the new server, rt started up without any problems, try it out in a vm, it is not a big deal! Torsten - Originalnachricht - Von: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com An: Jesse Vincent je...@bestpractical.com Cc: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Gesendet: Thu Apr 02 17:29:46 2009 Betreff: Re: [rt-users] Install RT 1.0.7 Actually the idea of leaving the old system 1 for 1 was. Not carrying out any change at the contents and at the appearance. But if it cannot be solved differently, of course this is also worth a consideration. So remain summarizing left: a.) Use separate virtual machine. b.) Convert RT to a newer version. c.) Use an old(er) OS. These are my possible options, aren't they? No (easy) way to fix the perl problem and correct something on perl or RT? I think the problem is the mysql emulation, isn't it? Best regards, Markus Hummel Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -Urspruengliche Nachricht- Von: Jesse Vincent [mailto:je...@bestpractical.com] Gesendet: Donnerstag, 2. April 2009 16:20 An: Markus Hummel Cc: Jesse Vincent; rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Install RT 1.0.7 On Thu, Apr 02, 2009 at 09:10:16AM +0200, Markus Hummel wrote: Hi, Many thanks for your fast answer. At the moment we are using a RT 1.0.7 installation on an old machine. The OS and the OS configuration are a nightmare. Because hardware and RT are very old, our admin decided to move to a new system. The idea: Install a new ticket request system (such as RT or OTRS) on a VMware machine. To keep all the old tickets, we would like to install RT 1 parallel to the new system on the same machine read only. Why not use the RT upgrade tools to move your RT1 tickets to a newer RT? Actually this should not be a great problem. Unfortunately, the Perl module causes problems, however. So far everything correct? If this should not work so, we would install a second Debian parallel if necessary as suggested. Somebody still sees an alternative to the second machine? Best regards, Markus Hummel -Urspruengliche Nachricht- Von: Jesse Vincent [mailto:je...@bestpractical.com] Gesendet: Mittwoch, 1. April 2009 17:56 An: Markus Hummel Cc: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Install RT 1.0.7 On Wed 1.Apr'09 at 16:37:23 +0200, Markus Hummel wrote: Hi, I have a small problem and hope you can help me. I try to install RT 1.0.7 on a current distribution - I know, crazy request ;) Perhaps you could tell us what you're actually trying to accomplish by installing RT 1.0. In general, I'd recommend finding a debian distribution from around then and running it in vmware, if you really need to run RT 1.0. -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Install RT 1.0.7
On Thu, Apr 02, 2009 at 05:29:46PM +0200, Markus Hummel wrote: Actually the idea of leaving the old system 1 for 1 was. Not carrying out any change at the contents and at the appearance. But if it cannot be solved differently, of course this is also worth a consideration. So remain summarizing left: a.) Use separate virtual machine. b.) Convert RT to a newer version. c.) Use an old(er) OS. d) Update RT 1.0.x to work with modern infrastructure. This requires some perl knowledge, but could be done either by a member of your team or by folks at Best Practical. It's probably not the cheapest option, though. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Is it possible to change priority direction
Simon, I concur with Jerrad. We use the numbers 1 thru 5 with 1 being emergency, etc. We've been on RT for 3 years and haven't seen any code or process that uses any native sequencing of the priority field. I believe you can write your own progression and promotion sequences on your own in a cron job. Hope this helps. Kenn LBNL On 4/2/2009 8:31 AM, Jerrad Pierce wrote: On Thu, Apr 2, 2009 at 04:59, Simon Dray simon.d...@antplc.com wrote: The direction of priority from 0 – 99 and consequently the escalation process does not fit with our model and I would like to change it so that 0 is highest is this possible. I would start-off with one of the patches for using textual priorities. It'd certainly be easy to have High be 0-20 and Low as 60-80, but you might be able to extend this to backwards numbers without much difficulty. Honestly though. I'm not aware of too much in RT that makes any real assumptions about priorities. Escalation is something you add, and it's simply a matter of flipping the sign of an operation to have it work as you want... ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Ticket Display Question
When viewing a ticket in 3.8.1, you have the section More about usern...@domain.com this is helpful if you have a large number of people emailing your rt instillation, however the way ours is setup we only have 2 or 3 email addresses that send to us, that are forwards from others. What I have been looking for is if it is possible to change More about usern...@domain.com to something that is more useful maybe displaying items with similar subjects, or similar custom fields instead. Is this something possible, where would the changes need to be made? Thanks in advance. -- Regards, Chris Newcomb ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8.2 packages for Debian Lenny?
-Original Message- From: Dominic Hargreaves [mailto:dominic.hargrea...@oucs.ox.ac.uk] Sent: Donnerstag, 02. April 2009 15:59 To: Tim Cutts Cc: Martin Maurer; rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT 3.8.2 packages for Debian Lenny? On Wed, Apr 01, 2009 at 07:22:30AM +0100, Tim Cutts wrote: On 31 Mar 2009, at 8:23 am, Martin Maurer wrote: Hi Dominic, Thanks for this, I see the 3.8.2 packages are already in unstable AND testing - but what about the original discussed idea to have an extra repo with rt 3.8.x for Lenny? ... or possibly get the packages uploaded to lenny-backports, might be a better solution. It's not a valid upload candidate for lenny-backports, since the version in testing/unstable does not require rebuilding to work on lenny. The normal way of handling these cases would be to add, for example, testing or unstable APT lines, with appropriate package pinning to avoid pulling anything except the required packages, or to put packages in a site-local repository. The last time this was discussed Martin was keen to provide a repository with just the request-tracker3.8 package and dependencies not satisfied in lenny, but I'm still in two minds about whether this is worth the extra work. I certainly don't have a use case for it (since we already have our own private apt repositories for local builds). Martin, could you think again about whether you are able to get by with the appropriate package pinning? Thanks, I will test this and give feedback. Br, Martin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] What software is recommended for high-loaded RT3.8-latest?
I have no enough experience with Slackware. AFAIK, it's simple as BSD. Is it true? I second the Slackware vote. I use it for everything. It's the ultimate distro for reliability-through-simplicity. Install nothing you don't need. If you don't need xxgdb on your production server, don't install it. (I don't even have X installed on my servers, but that's just me). Incidentally I frequently have servers go 200 days + without so much as a reboot, even high volume FTP servers like this one: r...@:~# uptime 13:13:47 up 246 days, 1:53, 2 users, load average: 0.23, 0.14, 0.05 AFAIK, they're all provide good data safety. Now we're using MySQL InnoDB, I think XFS should be fast enough. But we may migrate to PostgreSQL. AFAIK it uses a number of files (I may be wrong) to serve its DB. So, there can be Reiser/JFS. Filesystems are something I've spent a LOT of time on, so I know something about this. XFS has not-so-good safety. The fsck / repair tools don't work on very large filesystems because they need massive amount of memory -- more often than not, more than you have. If you need to fsck XFS, odds are you'll be formatting it instead. That said, it is deliciously fast and scalable when properly optioned. Use a RAID controller with battery backup and you should be fine; otherwise turn off write-back caching. Or, test your backups frequently for restorability. :) reiserfs is similiar to XFS with safety. A fsck almost never works because everything's a tree -- once the tree is scrambled, everything in the tree below that point is scrambled too. This is even a bigger risk if you don't make the filesystem with notail. You'll be formatting, not fsck'ing. It also doesn't scale well and its performance with large files is horrid. JFS on the other hand, has wonderful repair tools and decent scalability. Unfortunately, the performance of JFS degrades exponentially with the number of inodes used (files directories) as it searches everything rather linearly, and the inode structure is necessarily inefficient to make it easily repairable. Not recommended for a filesystem with gobs and gobs of small files. (Unfortunately, I have two 12TB RAID arrays formatted JFS with over 14 million small files on them, and if they weren't in production, I'd change it in a heart-beat). ext4 is no longer in development mode and is considered production quality (in kernel 2.6.28 and newer). I highly recommend using it over the other options. It is extent-based rather than block-mapped (if you format it as such), it has the reliability of ext3 and then some (as the journal is checksummed), and its even faster with lots of small files than reiser if you create the filesystem with the dir_index option (which creates a hash of directory entries that is even faster than reiser's b-tree). It even fsck's faster than ext3 because it skips unallocated space. In short: XFS is fast and not reliable. JFS is very reliable, but slow. Reiserfs is a pitiful joke (which can used successfully by the daring lucky). ext4 gives you everything you always asked for: the speed of XFS (ok, almost), the fast lookups of reiser, and the reliability of JFS :) -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Text formatted pages after upgrade
I have just upgraded my RT instance from 3.6.5 to 3.8.2 and am having one small issue. When I go to the site none of the graphical rendering is present. The login boxes and text are present but the nice blue screen and layout are gone. The same is true when I login, no blue and the layout is all messed up. I had followed the upgrade directions and installed the new instance into its own directory and just changed the apache configuration to point to the new directory. The database is working fine as I can see all of the tickets that were in the old instance. Also, I can switch back to 3.6.5 and it still works fine and looks fine. I have been banging my head and cannot find out what I am missing. I have been scouring the logs and cannot find anything pertinent to this issue. I have also tried this in a test system and it worked fine so I do not know what is missing. Russell ** PLEASE NOTE: This e-mail and any attachments hereto are confidential, and may contain proprietary, privileged or legally protected information. If you are not the intended recipient, please delete this email and all attachments without making copies and notify the sender by telephone or e-mail. E-mail transmissions are inherently subject to disruption, corruption, late or incomplete delivery, and viruses. The sender does not accept responsibility for any errors, omissions or other consequences resulting from the transmission of this e-mail. This notice applies to all TerpSys e-mails and attachments appearing in all e-mail strings containing the message to which this notice is appended.___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] What software is recommended for high-loaded RT3.8-latest?
Publicly faced: Web server : 22:05:01 up 566 days, 10:38, 0 users, load average: 0.04, 0.03, 0.02 Mail server: 09:04:10 up 573 days, 15:16, 0 users, load average: 0.16, 0.04, 0.01 Name server: 22:04:16 up 573 days, 21:34, 0 users, load average: 0.02, 0.05, 0.00 RHEL5. Simplicity isn't always better. Management of distribution counts for a lot. In any case, choose which ever platform you're comfortable with. Stuart -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Tom Lahti Sent: Friday, 3 April 2009 07:17 To: Agnislav Onufrijchuk Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] What software is recommended for high-loaded RT3.8-latest? I have no enough experience with Slackware. AFAIK, it's simple as BSD. Is it true? I second the Slackware vote. I use it for everything. It's the ultimate distro for reliability-through-simplicity. Install nothing you don't need. If you don't need xxgdb on your production server, don't install it. (I don't even have X installed on my servers, but that's just me). Incidentally I frequently have servers go 200 days + without so much as a reboot, even high volume FTP servers like this one: r...@:~# uptime 13:13:47 up 246 days, 1:53, 2 users, load average: 0.23, 0.14, 0.05 AFAIK, they're all provide good data safety. Now we're using MySQL InnoDB, I think XFS should be fast enough. But we may migrate to PostgreSQL. AFAIK it uses a number of files (I may be wrong) to serve its DB. So, there can be Reiser/JFS. Filesystems are something I've spent a LOT of time on, so I know something about this. XFS has not-so-good safety. The fsck / repair tools don't work on very large filesystems because they need massive amount of memory -- more often than not, more than you have. If you need to fsck XFS, odds are you'll be formatting it instead. That said, it is deliciously fast and scalable when properly optioned. Use a RAID controller with battery backup and you should be fine; otherwise turn off write-back caching. Or, test your backups frequently for restorability. :) reiserfs is similiar to XFS with safety. A fsck almost never works because everything's a tree -- once the tree is scrambled, everything in the tree below that point is scrambled too. This is even a bigger risk if you don't make the filesystem with notail. You'll be formatting, not fsck'ing. It also doesn't scale well and its performance with large files is horrid. JFS on the other hand, has wonderful repair tools and decent scalability. Unfortunately, the performance of JFS degrades exponentially with the number of inodes used (files directories) as it searches everything rather linearly, and the inode structure is necessarily inefficient to make it easily repairable. Not recommended for a filesystem with gobs and gobs of small files. (Unfortunately, I have two 12TB RAID arrays formatted JFS with over 14 million small files on them, and if they weren't in production, I'd change it in a heart-beat). ext4 is no longer in development mode and is considered production quality (in kernel 2.6.28 and newer). I highly recommend using it over the other options. It is extent-based rather than block-mapped (if you format it as such), it has the reliability of ext3 and then some (as the journal is checksummed), and its even faster with lots of small files than reiser if you create the filesystem with the dir_index option (which creates a hash of directory entries that is even faster than reiser's b-tree). It even fsck's faster than ext3 because it skips unallocated space. In short: XFS is fast and not reliable. JFS is very reliable, but slow. Reiserfs is a pitiful joke (which can used successfully by the daring lucky). ext4 gives you everything you always asked for: the speed of XFS (ok, almost), the fast lookups of reiser, and the reliability of JFS :) -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] restrict setting status to resolved
Despite all my work with the REST interface, I know little to nothing about scrips. I've been asked to restrict setting ticket status to 'resolved' unless the actor is a requestor. I tried setting up a scrip with condition On resolve, Action User defined, Stage Transaction Create: return 1 if $self-TransactionObj-IsInbound; $TicketObj-_Set(Field = 'Status', Value = 'open', RecordTransaction = 0); return 0; and also: return 1 if $self-TransactionObj-IsInbound; $TicketObj-_Set(Field = 'Status', Value = 'open', RecordTransaction = 0); return 1; and tried this in both custom action prep code and custom action cleanup code, as I'm not terribly clear on where it belongs. (I probably also want the Value to be the 'old value', but I'm not sure how to access that). However, nothing seems to have any effect on a user being able to set a ticket status to resolved when they are not a requestor. Any scrip fu guru's out there willing to beat me with a clue bat? -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] restrict setting status to resolved
Argh, as usual the answer hits me right as I hit 'send'. $TicketObj-_Set(Field = 'Status', Value = 'open', RecordTransaction = 0); should be $self-TicketObj-blah blah Now, how to get at the old value instead of hard-coding open. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] restrict setting status to resolved
On Thu, Apr 02, 2009 at 05:21:16PM -0700, Tom Lahti wrote: Now, how to get at the old value instead of hard-coding open. $self-TransactionObj-OldValue Shawn ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
