[rt-users] Possible to downgrade DB from 3.8 to 3.6?

2010-12-13 Thread Khusro Jaleel

Hello,

I am thinking of migrating an RT instance from a machine running RT 
3.8.1 to a machine running 3.6, but I'm not sure if this is even 
possible? Is it possible to move the MySQL DBs straight across from 3.8 
to 3.6 without any issues? If there are any tweaks to be done, are they 
major?


I am trying to use a Redhat machine which only has the official EPEL RT 
packages which are currently only at 3.6.


If I can't move the DBs across, is there perhaps a way I can perform a 
default install on 3.6, then export / import the old (3.8) data in?


Thanks for any insight,
Khusro




Re: [rt-users] Retrieving tickets with activities since a give date?

2010-12-13 Thread Kevin Falcone
On Sat, Dec 11, 2010 at 11:07:22AM -0700, Thierry Thelliez wrote:
 I would like to retrieve all the tickets for which activities have
 happened after a give date (any correspondence, status change,...).
 
 Is there a way to do that from the UI? (actually I am interested in
 the REST interface).  Or should some code code be written?

Sounds like you want to search on LastUpdated

-kevin


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Re: [rt-users] Changing database connection options?

2010-12-13 Thread Kevin Falcone
On Sat, Dec 11, 2010 at 11:40:17PM +0100, hubert depesz lubaczewski wrote:
 Hi,
 another question: is there any way to change database connections
 options from config?
 I.e. I want to change what's being passed as 4th argument to
 DBI-connect().

You'd need to patch DBIx::SearchBuilder to provide an option for RT to
use and then patch RT to use that option.

-kevin

 Reason for this is pretty simple: I'm using PostgreSQL, and DBD::Pg is
 choosing by default to use server side prepared statements. I don't like
 them, and would like to disable them, but I'd prefer not to modify RT
 source itself, so I was hoping for some way to make it happen from
 config.
 
 To show some example.
 
 When $dbh is created like this;
 
 $dbh = DBI-connect( 'dbi:Pg:dbname=xxx', 'yy', 'zz' );
 
 DBD::Pg will use server side prepared statements.
 
 To disable this feature, one have to either:
 
 $dbh-{pg_server_prepare} = 0;
 
 or:
 
 $dbh = DBI-connect( 'dbi:Pg:dbname=xxx', 'yy', 'zz', { pg_server_prepare = 
 0 } );
 
 In case you need to know why i want to disable server side prepared
 statements:
 1. http://www.depesz.com/index.php/2008/05/10/prepared-statements-gotcha/
 2. it breaks connection pooling with pgbouncer (and I know I can use
 different pooling mode, but session pooling is pretty much useless)


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Re: [rt-users] Possible to downgrade DB from 3.8 to 3.6?

2010-12-13 Thread Kevin Falcone
On Mon, Dec 13, 2010 at 01:50:44PM +, Khusro Jaleel wrote:
 I am thinking of migrating an RT instance from a machine running RT
 3.8.1 to a machine running 3.6, but I'm not sure if this is even
 possible? Is it possible to move the MySQL DBs straight across from
 3.8 to 3.6 without any issues? If there are any tweaks to be done,
 are they major?

There are some pretty major schema differences, in particular
encodings.  I can't recommend against this enough.

 I am trying to use a Redhat machine which only has the official EPEL
 RT packages which are currently only at 3.6.

 If I can't move the DBs across, is there perhaps a way I can perform
 a default install on 3.6, then export / import the old (3.8) data
 in?

Not really

-kevin


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Description: PGP signature


Re: [rt-users] Possible to downgrade DB from 3.8 to 3.6?

2010-12-13 Thread Jacob Ritorto

RedHat is god, ftw!

On 12/13/10 10:59, Kevin Falcone wrote:

On Mon, Dec 13, 2010 at 01:50:44PM +, Khusro Jaleel wrote:

I am thinking of migrating an RT instance from a machine running RT
3.8.1 to a machine running 3.6, but I'm not sure if this is even
possible? Is it possible to move the MySQL DBs straight across from
3.8 to 3.6 without any issues? If there are any tweaks to be done,
are they major?


There are some pretty major schema differences, in particular
encodings.  I can't recommend against this enough.


I am trying to use a Redhat machine which only has the official EPEL
RT packages which are currently only at 3.6.



If I can't move the DBs across, is there perhaps a way I can perform
a default install on 3.6, then export / import the old (3.8) data
in?


Not really

-kevin




Re: [rt-users] associating customFields to QuickCalls?

2010-12-13 Thread Giuseppe Sollazzo

Dear Kevin,
thanks for the advice. I was thinking of using a scrip/template together 
with QuickCalls, but I'll also check about Quick Create on the mailing list.


I'm trying to avoid customizing too heavily for the moment, until we 
move to a stable and tested situation.


Best regards,
Giuseppe

On 10/12/10 16:58, Kevin Falcone wrote:

ck Crea



--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




Re: [rt-users] Possible to downgrade DB from 3.8 to 3.6?

2010-12-13 Thread John Arends
I don't understand people's desire to use 3rd party RT packages. You're 
then at the mercy of the packager, and it makes it harder to fix 
problems and apply upgrades when new RT releases come out.


It's better to learn the internals of RT and deal with its 
idiosyncrasies than to use a package you find somewhere. They're almost 
always extremely outdated, and require quite a bit of configuration. My 
RT setup has enough customizations that I keep track of separately that 
fighting with someone's RPM package would end up costing me far more 
time that it'd save.


Don't get me wrong, I'd *LOVE* *LOVE* *LOVE it if Best Practical 
official had RPMs available and would use them in a heartbeat, it would 
make my life easier, and make me a happier person as well as make RT 
easier to maintain, but 3rd party RPMs are annoying. Don't use them, 
just install RT per the instructions.


3.8 is such an improvement over 3.6 if anyone made me go back I'd be 
very cranky about it.


On 12/13/10 10:06 AM, Jacob Ritorto wrote:

RedHat is god, ftw!

On 12/13/10 10:59, Kevin Falcone wrote:

On Mon, Dec 13, 2010 at 01:50:44PM +, Khusro Jaleel wrote:

I am thinking of migrating an RT instance from a machine running RT
3.8.1 to a machine running 3.6, but I'm not sure if this is even
possible? Is it possible to move the MySQL DBs straight across from
3.8 to 3.6 without any issues? If there are any tweaks to be done,
are they major?

There are some pretty major schema differences, in particular
encodings.  I can't recommend against this enough.


I am trying to use a Redhat machine which only has the official EPEL
RT packages which are currently only at 3.6.
If I can't move the DBs across, is there perhaps a way I can perform
a default install on 3.6, then export / import the old (3.8) data
in?

Not really

-kevin



--
John Arends
jare...@illinois.edu
Network Analyst
College of ACES ITCS
University of Illinois at Urbana-Champaign



Re: [rt-users] Possible to downgrade DB from 3.8 to 3.6?

2010-12-13 Thread Khusro Jaleel

On 13/12/2010 16:26, John Arends wrote:
I don't understand people's desire to use 3rd party RT packages. 
You're then at the mercy of the packager, and it makes it harder to 
fix problems and apply upgrades when new RT releases come out.


It's better to learn the internals of RT and deal with its 
idiosyncrasies than to use a package you find somewhere. They're 
almost always extremely outdated, and require quite a bit of 
configuration. My RT setup has enough customizations that I keep track 
of separately that fighting with someone's RPM package would end up 
costing me far more time that it'd save.


Don't get me wrong, I'd *LOVE* *LOVE* *LOVE it if Best Practical 
official had RPMs available and would use them in a heartbeat, it 
would make my life easier, and make me a happier person as well as 
make RT easier to maintain, but 3rd party RPMs are annoying. Don't use 
them, just install RT per the instructions.


3.8 is such an improvement over 3.6 if anyone made me go back I'd be 
very cranky about it.


I'm stuck between a rock and a hard place, then. The Redhat people are 
telling me to *avoid* CPAN like the plague, and most people [1] seem to 
have accomplished the install on CentOS systems using a combination of 
packages + CPAN, which is something else that is NOT recommended to do.


I wish Best Practical did come up with their own packages, especially 
for Redhat, it would make things so much easier.


[1] - http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome


Re: [rt-users] Possible to downgrade DB from 3.8 to 3.6?

2010-12-13 Thread John Arends
CPAN makes me cranky, but trying to package all the perl modules as RPMs 
makes me crankier. It's like wrapping one packaging system around 
another one, and fighting with both of them.


The reality is, every time RHEL updates perl, RT will break. I solve 
this by having an identical test system. I apply the updates, see what 
breaks, and then reinstall the perl modules in question using CPAN.


Once I figure this out, I do the same process on the production RT 
system during a maintenance window. It actually works out pretty well 
now that I am used to this, but it is less than ideal.


RHEL is a major platform, and I'd love it if BestPractical supported it 
in some official way so we don't have these kinds of problems we have to 
work around.


Still, I love RT and praise it to anyone who will listen.

On 12/13/10 11:04 AM, Khusro Jaleel wrote:

I'm stuck between a rock and a hard place, then. The Redhat people are
telling me to *avoid* CPAN like the plague, and most people [1] seem to
have accomplished the install on CentOS systems using a combination of
packages + CPAN, which is something else that is NOT recommended to do.

I wish Best Practical did come up with their own packages, especially
for Redhat, it would make things so much easier.

[1] - http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome





Re: [rt-users] Possible to downgrade DB from 3.8 to 3.6?

2010-12-13 Thread Kenneth Marshall
On Mon, Dec 13, 2010 at 11:43:14AM -0600, John Arends wrote:
 CPAN makes me cranky, but trying to package all the perl modules as RPMs 
 makes me crankier. It's like wrapping one packaging system around another 
 one, and fighting with both of them.

 The reality is, every time RHEL updates perl, RT will break. I solve this 
 by having an identical test system. I apply the updates, see what breaks, 
 and then reinstall the perl modules in question using CPAN.

 Once I figure this out, I do the same process on the production RT system 
 during a maintenance window. It actually works out pretty well now that I 
 am used to this, but it is less than ideal.

 RHEL is a major platform, and I'd love it if BestPractical supported it in 
 some official way so we don't have these kinds of problems we have to work 
 around.

 Still, I love RT and praise it to anyone who will listen.

 On 12/13/10 11:04 AM, Khusro Jaleel wrote:
 I'm stuck between a rock and a hard place, then. The Redhat people are
 telling me to *avoid* CPAN like the plague, and most people [1] seem to
 have accomplished the install on CentOS systems using a combination of
 packages + CPAN, which is something else that is NOT recommended to do.

 I wish Best Practical did come up with their own packages, especially
 for Redhat, it would make things so much easier.

 [1] - http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome


It is probably better to remove perl from the list of packages
that are automatically updated and apply those manually, if they
are needed.

Cheers,
Ken


Re: [rt-users] Possible to downgrade DB from 3.8 to 3.6?

2010-12-13 Thread Jesse Vincent


 RHEL is a major platform, and I'd love it if BestPractical supported
 it in some official way so we don't have these kinds of problems we
 have to work around.


I try pretty hard not to push the commercial side of the business on the
mailing lists, but BPS _is_ a business and we tend to spend our time on
things that are most likely to benefit the folks who keep a roof over
our heads and food on the table.  We tend to spend the most effort on
the things that our customers use and need. The best way to help us have
the resources to focus on official RPMs is to buy a support contract.

Best,
Jesse


Re: [rt-users] notification

2010-12-13 Thread Kurt Engle
So here is the code that I am working with inside my template: 
Script: 
Condition: On Create 
Action: Notify Other Recipients 
Template: My Notify 
Stage: TransactionBatch 

'My Notify' code 
--- 
{ 
my $trans = $self-TransactionObj; 
my $ticket = $self-TicketObj; 
my $cf = new RT::CustomField($RT::SystemUser); 
$cf-LoadByName(Queue = $ticket-QueueObj-id,Name = Building); 
return 0 unless $cf-id; 
my $cfvalue = $ticket-FirstCustomFieldValue('Building'); 

my $to_address = ; 

if ($cfvalue =~ /Sheldon/) { 
$to_address = sheldonhd; 
} 
elsif ($cfvalue =~ /North/) { 
$to_address = northhd; 
} 
elsif ($cfvalue =~ /South/) { 
$to_address = southhd; 
} 
elsif ($cfvalue =~ /Churchill/) { 
$to_address = churchillhd; 
} 
elsif ($cfvalue =~ /Kennedy/) { 
$to_address = kennedyhd; 
} 
elsif ($cfvalue =~ /Kelly/) { 
$to_address = kellyhd; 
} 
elsif ($cfvalue =~ /Computer/) { 
$to_address = engle; 
else { 
$to_address= rubble; 
} 
return 1; 
} 


To: {$to_addre...@4j.lane.edu} 
Subject: New Ticket #{ $Ticket-Id() } has been created 

Time to go to work 
-- 

In my debug log, I am not even seeing the script being called that contains 
this template. If I strip everything above the 'To:' field, the scrip and 
template gets called but the e-mail is not sent even when I hard code the 
e-mail address. 



Kurt Engle 


From: Kevin Falcone falc...@bestpractical.com 
To: rt-users@lists.bestpractical.com 
Sent: Friday, December 10, 2010 12:23:28 PM 
Subject: Re: [rt-users] notification 

On Fri, Dec 10, 2010 at 12:08:05PM -0800, Kenneth Crocker wrote: 
 Kevin, 
 The template would look like this: 

Kenn 

I'm perfectly able to write the scrip and template in question, but 
since Kurt has a half-working template I was curious what *he* was 
doing. Involving a CustomField seems like a bit of overkill. 

-kevin 

 To: {$Ticket-FirstCustomFieldValue('ToOverride')}...@[1]lbl.gov 
 Subject: Request Titled: {$Ticket-Subject} is ready to Migrate! 
 
 A scrip based on whatever condition would do this: 
 
 my $trans = $self-TransactionObj; 
 my $ticket = $self-TicketObj; 
 my $cf_obj = new RT::CustomField($RT::SystemUser); 
 my $cf_name = ToOverride; 
 
 if condition is A 
 $my $cf_value = the To address you want for A condition; 
 elsif condition is B 
 $my $cf_value = the To address you want for B condition; 
 
 and on and on till you're thru. 
 
 then, set the Custom Field as the last piece of action code: 
 
 $cf_obj-LoadByName(Name=$cf_name); 
 $RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n ); 
 $ticket-AddCustomFieldValue( Field=$cf_obj, Value=$cf_value, 
 RecordTransaction=0 ); 
 
 return 1; 
 
 Then write a notification scrip to use the new template based on your 
 conditions. 
 Use TransactioBatch for both scrips. 
 
 Hope this helps. 
 
 Kenn 
 LBNL 
 
 On Fri, Dec 10, 2010 at 11:55 AM, Kevin Falcone 
 [2]falc...@bestpractical.com wrote: 
 
 On Fri, Dec 10, 2010 at 11:07:32AM -0800, Kurt Engle wrote: 
  Actually found a nice example of creating a template to send out an e-mail. 
  RTFM 
  
  However, I am having a bit of a problem constructing the To: field. 
  Basically, I have a 
  varialble '$toAddress' that is set to an e-mail address by some prior code. 
 
 Where in the code is it set. It would really need to be in that 
 template 
  Here is my template code to construct the To: field: 
  To: { $toAddress } 
  Subject: Ticket #{ $Ticket-Id()} {$Ticket-Subject()} 
  A new ticket has been created for you in the HelpDesk Queue. 
  
  { $RT::WebURL } Ticket/Display.html?id={ $Ticket-Id() } 
  
  However, I keep getting 'recipient not found'. 
 
 In debug logging mode, RT will actually dump copies of the email being 
 processed into the logs, which would show you the To: 
 
 Please note that if To: is your email address and you're the actor on 
 this ticket while testing, you may have told RT not to send you email 
 in that case using $NotifyActor 
 -kevin 
 
  
 --
  
  
  From: Kevin Falcone [3]falc...@bestpractical.com 
  To: [4]rt-us...@lists.bestpractical.com 
  Sent: Friday, December 10, 2010 10:03:04 AM 
  Subject: Re: [rt-users] notification 
  
  On Fri, Dec 10, 2010 at 09:55:07AM -0800, Kurt Engle wrote: 
   That is correct. But how do I make use of the RT::Action::SendEmail 
   module to send the 
   notification incorporating my To: field. Or is there a better way to send 
   out a custom 
   notification? 
  
  You use one of the standard Notify actions and a custom template. You 
  don't write any code in the action and you don't call the action 
  directly. 
  
  -kevin 
  
   From: Kevin Falcone [5]falc...@bestpractical.com 
   To: [6]rt-us...@lists.bestpractical.com 
   Sent: Friday, December 10, 2010 8:59:25 AM 
   Subject: Re: [rt-users] notification 
   
   On Thu, Dec 09, 2010 at 11:42:03AM -0800, Kurt Engle wrote: 
I am 

Re: [rt-users] notification

2010-12-13 Thread Kurt Engle
I have removed the blank lines, thank you for that tip. I am sending in the 
'ticket' as a user other than myself and I am trying to notify someone other 
than myself. I am still not seeing the scrip being run. 

But, if I put the following code in the template: 
- 
{my $to_address = username } 
To: {$to_addre...@4j.lane.edu 
Subject: New Ticket #{ $Ticket-Id() } has been created 

Time to go to work 
-- 

The script that uses this template gets run but I get an error on the 
recipients. I am trying to create a simple test that will successfully sendout 
e-mail, then I can start trying to figure out why my code is broken. 


Kurt Engle 


From: Kevin Falcone falc...@bestpractical.com 
To: Kurt Engle en...@4j.lane.edu 
Sent: Monday, December 13, 2010 11:34:58 AM 
Subject: Re: [rt-users] notification 

On Mon, Dec 13, 2010 at 11:15:33AM -0800, Kurt Engle wrote: 
 So here is the code that I am working with inside my template: 
 } 
 
 
 To: {$to_addre...@4j.lane.edu} 
 Subject: New Ticket #{ $Ticket-Id() } has been created 
 
 Time to go to work 
 -- 
 
 In my debug log, I am not even seeing the script being called that 
 contains this template. If I strip everything above the 'To:' field, 
 the scrip and template gets called but the e-mail is not sent even 
 when I hard code the e-mail address. 

You can't have blank lines above To: 

Headers need to be the first lines in the template (after your code) 
Having blank lines like that means that the To: is going in the body 

Also, I believe we asked about NotifyActor. If you're testing as 
yourself and emailing yourself RT will not notify you based on the 
setting of that variable 

-kevin 


Re: [rt-users] RT Query - how to display last comment

2010-12-13 Thread Kenneth Crocker
Ruslan,

Would this be the correct code:

Comment = {
title = 'Comment', # last comment
attribute = 'Comment',
value = sub { return $_[0]-TransObj-Id( $_[0]-id
)-Field('Type')-Value('Comment') }
},


Thanks.

Kenn
LBNL

On Sun, Dec 12, 2010 at 6:13 AM, Ruslan Zakirov r...@bestpractical.comwrote:

 Hi,

 If you mean search results and thier format strings then there is no
 such column map, but it's possible to add. Look at
 share/html/Elements/RT__Ticket/ColumnMap.

 On Sat, Dec 11, 2010 at 1:44 AM, Kenneth Crocker kfcroc...@lbl.gov
 wrote:
  To List,
 
  Does anyone know how to get the last comment on a ticket to display in a
  Query? I can get it in a template, but it doesn't seem available in a
 Query.
 
  Kenn
  LBNL
 



 --
 Best regards, Ruslan.



Re: [rt-users] notification

2010-12-13 Thread Kevin Falcone
On Mon, Dec 13, 2010 at 11:50:53AM -0800, Kurt Engle wrote:
I have removed the blank lines, thank you for that tip. I am sending in 
 the 'ticket' as a user
other than myself and I am trying to notify someone other than myself. I 
 am still not seeing
the scrip being run.
 
But, if I put the following code in the template:
-
{my $to_address = username }
To: {$to_addre...@4j.lane.edu
Subject: New Ticket #{ $Ticket-Id() } has been created
 
Time to go to work
--
 
The script that uses this template gets run but I get an error on the 
 recipients. I am trying
to create a simple test that will successfully sendout e-mail, then I can 
 start trying to
figure out why my code is broken.

Please include the error


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Description: PGP signature


Re: [rt-users] notification

2010-12-13 Thread Kenneth Crocker
Kurt,

Not sure why you start the scrip with a { and end with one. Just start
with the my $trans=.

Your code should be in the Prep Action and you should add this at the end
of the code you've got:

else {
 $to_address= rubble;

### after the above line, the code should look like this: 

# copy value of To_Address to Custom Field Whatever you named it

my $cf_name = Whatever it is;

$cf_obj-LoadByName( Name = $cf_name );
$RT::Logger-debug( Loaded \$cf_obj-Name = . $cf_obj-Name() .\n );
$ticket-AddCustomFieldValue(Field=$cf_obj, Value=$to_address,
RecordTransaction=0);

return 1;

Then make sure the Cleanup Action ends with a return 1; or the scrip
doesn't finish.
Also, not sure why you start the scrip with a { and end with one. Just
start with the my $trans=.


The Template should refer to the value in the CF you created for the To
Address, like this:

To: {$Ticket-FirstCustomFieldValue('To Address Value')}...@4j.lane.edu
Subject: Request Titled: {$Ticket-Subject} is ready to Migrate or
whatever

That should do it.

Kenn
LBNL
On Mon, Dec 13, 2010 at 11:15 AM, Kurt Engle en...@4j.lane.edu wrote:

 So here is the code that I am working with inside my template:
 Script:
 Condition: On Create
 Action: Notify Other Recipients
 Template:  My Notify
 Stage: TransactionBatch

 'My Notify' code
 ---
 {
 my $trans = $self-TransactionObj;
 my $ticket = $self-TicketObj;
 my $cf = new RT::CustomField($RT::SystemUser);
 $cf-LoadByName(Queue = $ticket-QueueObj-id,Name = Building);
 return 0 unless $cf-id;
 my $cfvalue = $ticket-FirstCustomFieldValue('Building');

 my $to_address = ;

 if ($cfvalue =~ /Sheldon/) {
  $to_address = sheldonhd;
 }
 elsif ($cfvalue =~ /North/) {
  $to_address = northhd;
 }
 elsif ($cfvalue =~ /South/) {
  $to_address = southhd;
 }
 elsif ($cfvalue =~ /Churchill/) {
  $to_address = churchillhd;
 }
 elsif ($cfvalue =~ /Kennedy/) {
  $to_address = kennedyhd;
 }
 elsif ($cfvalue =~ /Kelly/) {
  $to_address = kellyhd;
 }
 elsif ($cfvalue =~ /Computer/) {
  $to_address = engle;
 else {
  $to_address= rubble;
 }
 return 1;
 }


 To: {$to_addre...@4j.lane.edu to_address...@4j.lane.edu}
 Subject: New Ticket #{ $Ticket-Id() } has been created

 Time to go to work
 --

 In my debug log, I am not even seeing the script being called that contains
 this template. If I strip everything above the 'To:' field, the scrip and
 template gets called but the e-mail is not sent even when I hard code the
 e-mail address.



 Kurt Engle

 --
 *From: *Kevin Falcone falc...@bestpractical.com
 *To: *rt-us...@lists.bestpractical.com
 *Sent: *Friday, December 10, 2010 12:23:28 PM
 *Subject: *Re: [rt-users] notification

 On Fri, Dec 10, 2010 at 12:08:05PM -0800, Kenneth Crocker wrote:
 Kevin,
 The template would look like this:

 Kenn

 I'm perfectly able to write the scrip and template in question, but
 since Kurt has a half-working template I was curious what *he* was
 doing.  Involving a CustomField seems like a bit of overkill.

 -kevin

 To: {$Ticket-FirstCustomFieldValue('ToOverride')}...@[1]lbl.gov
 Subject: Request Titled: {$Ticket-Subject} is ready to Migrate!
 
 A scrip based on whatever condition would do this:
 
 my $trans = $self-TransactionObj;
 my $ticket = $self-TicketObj;
 my $cf_obj = new RT::CustomField($RT::SystemUser);
 my $cf_name = ToOverride;
 
 if condition is A
 $my $cf_value = the To address you want for A condition;
 elsif condition is B
 $my $cf_value = the To address you want for B condition;
 
 and on and on till you're thru.
 
 then, set the Custom Field as the last piece of action code:
 
 $cf_obj-LoadByName(Name=$cf_name);
 $RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n );
 $ticket-AddCustomFieldValue( Field=$cf_obj, Value=$cf_value,
 RecordTransaction=0 );
 
 return 1;
 
 Then write a notification scrip to use the new template based on your
 conditions.
 Use TransactioBatch for both scrips.
 
 Hope this helps.
 
 Kenn
 LBNL
 
 On Fri, Dec 10, 2010 at 11:55 AM, Kevin Falcone [2]
 falc...@bestpractical.com wrote:
 
   On Fri, Dec 10, 2010 at 11:07:32AM -0800, Kurt Engle wrote:
Actually found a nice example of creating a template to send out
 an e-mail. RTFM
   
However, I am having a bit of a problem constructing the To:
 field. Basically, I have a
varialble '$toAddress' that is set to an e-mail address by some
 prior code.
 
   Where in the code is it set. It would really need to be in that
   template
Here is my template code to construct the To: field:
To: { $toAddress }
Subject: Ticket #{ $Ticket-Id()} {$Ticket-Subject()}
A new ticket has been created for you in the HelpDesk Queue.
   
{ $RT::WebURL } Ticket/Display.html?id={ $Ticket-Id() }
   
  

[rt-users] Possible? Canned replies with attachments for a Customer Service queue

2010-12-13 Thread Steven Aranaga
Hello all!



I have tried searching, and maybe my understanding is a bit behind when it
comes to this, but I am trying to get a site setup for our customer service
department.  I need to see if RT is a possible solution for us…



What I need is to be able to define a number of replies (80-100) that my CS
department can choose from.  So, for instance, if someone emails in an issue
with a product, and we have an internal patch we want them to try, CS can
select a canned response that has the attachment already in the email.  This
cannot be a link to the file to download… we want the actual file attached.



I have been looking to see if I could answer this question myself, without
luck…



Thanks!


Re: [rt-users] Possible? Canned replies with attachments for a Customer Service queue

2010-12-13 Thread Kevin Falcone
On Mon, Dec 13, 2010 at 12:20:36PM -0800, Steven Aranaga wrote:
What I need is to be able to define a number of replies (80-100) that my 
 CS department can
choose from. So, for instance, if someone emails in an issue with a 
 product, and we have an
internal patch we want them to try, CS can select a canned response that 
 has the attachment
already in the email. This cannot be a link to the file to download we 
 want the actual file
attached.
 

No, RTFM does not support this.

-kevin


pgpIkthFoJgVP.pgp
Description: PGP signature


[rt-users] RT Slow to add and remove group members

2010-12-13 Thread Todd Chapman
Our production RT instance (3.6.3 - old, I know) takes a really,
really long time to add and remove group members.

Our database is MySQL and the CachedGroupMembers table has the index:
KEY `CachedGroupMembers3` (`MemberId`,`ImmediateParentId`)

What can we do to improve the situation (yes, I would be upgrading if
that were possible at the moment)?

Would running shrink_cgm_table.pl be a good idea?

Thanks!

-Todd


Re: [rt-users] Possible? Canned replies with attachments for a Customer Service queue

2010-12-13 Thread Todd Chapman
RTFM doesn't support this but it could be done with some custom code.

On Mon, Dec 13, 2010 at 3:20 PM, Steven Aranaga saran...@nolo.com wrote:
 Hello all!



 I have tried searching, and maybe my understanding is a bit behind when it
 comes to this, but I am trying to get a site setup for our customer service
 department.  I need to see if RT is a possible solution for us…



 What I need is to be able to define a number of replies (80-100) that my CS
 department can choose from.  So, for instance, if someone emails in an issue
 with a product, and we have an internal patch we want them to try, CS can
 select a canned response that has the attachment already in the email.  This
 cannot be a link to the file to download… we want the actual file attached.



 I have been looking to see if I could answer this question myself, without
 luck…



 Thanks!


Re: [rt-users] notification

2010-12-13 Thread Kurt Engle
This code was entered in a template not a script. I was trying Kevin's 
suggestion with doing it all in one go. I figure that if I can capture the 
CustomField in the template code and test on that value to return my 
$to_address, then I am pretty much set to create my outgoing e-mail at the same 
time. 



Kurt Engle 
Network Engineer 
Eugene 4J Schools 


From: Kenneth Crocker kfcroc...@lbl.gov 
To: rt-users@lists.bestpractical.com 
Sent: Monday, December 13, 2010 12:12:50 PM 
Subject: Re: [rt-users] notification 

Kurt, 

Not sure why you start the scrip with a { and end with one. Just start with 
the my $trans=. 

Your code should be in the Prep Action and you should add this at the end of 
the code you've got: 

else { 
$to_address= rubble; 

### after the above line, the code should look like this:  

# copy value of To_Address to Custom Field Whatever you named it 

my $cf_name = Whatever it is; 

$cf_obj-LoadByName( Name = $cf_name ); 
$RT::Logger-debug( Loaded \$cf_obj-Name = . $cf_obj-Name() .\n ); 
$ticket-AddCustomFieldValue(Field=$cf_obj, Value=$to_address, 
RecordTransaction=0); 

return 1; 

Then make sure the Cleanup Action ends with a return 1; or the scrip 
doesn't finish. 
Also, not sure why you start the scrip with a { and end with one. Just start 
with the my $trans=. 


The Template should refer to the value in the CF you created for the To 
Address, like this: 

To: {$Ticket-FirstCustomFieldValue('To Address Value')}@ 4j.lane.edu 
Subject: Request Titled: {$Ticket-Subject} is ready to Migrate or whatever 

That should do it. 

Kenn 
LBNL 

On Mon, Dec 13, 2010 at 11:15 AM, Kurt Engle  en...@4j.lane.edu  wrote: 




So here is the code that I am working with inside my template: 
Script: 
Condition: On Create 
Action: Notify Other Recipients 
Template: My Notify 
Stage: TransactionBatch 

'My Notify' code 
--- 
{ 
my $trans = $self-TransactionObj; 
my $ticket = $self-TicketObj; 
my $cf = new RT::CustomField($RT::SystemUser); 
$cf-LoadByName(Queue = $ticket-QueueObj-id,Name = Building); 
return 0 unless $cf-id; 
my $cfvalue = $ticket-FirstCustomFieldValue('Building'); 

my $to_address = ; 

if ($cfvalue =~ /Sheldon/) { 
$to_address = sheldonhd; 
} 
elsif ($cfvalue =~ /North/) { 
$to_address = northhd; 
} 
elsif ($cfvalue =~ /South/) { 
$to_address = southhd; 
} 
elsif ($cfvalue =~ /Churchill/) { 
$to_address = churchillhd; 
} 
elsif ($cfvalue =~ /Kennedy/) { 
$to_address = kennedyhd; 
} 
elsif ($cfvalue =~ /Kelly/) { 
$to_address = kellyhd; 
} 
elsif ($cfvalue =~ /Computer/) { 
$to_address = engle; 
else { 
$to_address= rubble; 
} 
return 1; 
} 


To: {$ to_addre...@4j.lane.edu } 
Subject: New Ticket #{ $Ticket-Id() } has been created 

Time to go to work 
-- 

In my debug log, I am not even seeing the script being called that contains 
this template. If I strip everything above the 'To:' field, the scrip and 
template gets called but the e-mail is not sent even when I hard code the 
e-mail address. 



Kurt Engle 


From: Kevin Falcone  falc...@bestpractical.com  
To: rt-users@lists.bestpractical.com 
Sent: Friday, December 10, 2010 12:23:28 PM 
Subject: Re: [rt-users] notification 

On Fri, Dec 10, 2010 at 12:08:05PM -0800, Kenneth Crocker wrote: 
 Kevin, 
 The template would look like this: 

Kenn 

I'm perfectly able to write the scrip and template in question, but 
since Kurt has a half-working template I was curious what *he* was 
doing. Involving a CustomField seems like a bit of overkill. 

-kevin 

 To: {$Ticket-FirstCustomFieldValue('ToOverride')}...@[1] lbl.gov 
 Subject: Request Titled: {$Ticket-Subject} is ready to Migrate! 
 
 A scrip based on whatever condition would do this: 
 
 my $trans = $self-TransactionObj; 
 my $ticket = $self-TicketObj; 
 my $cf_obj = new RT::CustomField($RT::SystemUser); 
 my $cf_name = ToOverride; 
 
 if condition is A 
 $my $cf_value = the To address you want for A condition; 
 elsif condition is B 
 $my $cf_value = the To address you want for B condition; 
 
 and on and on till you're thru. 
 
 then, set the Custom Field as the last piece of action code: 
 
 $cf_obj-LoadByName(Name=$cf_name); 
 $RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n ); 
 $ticket-AddCustomFieldValue( Field=$cf_obj, Value=$cf_value, 
 RecordTransaction=0 ); 
 
 return 1; 
 
 Then write a notification scrip to use the new template based on your 
 conditions. 
 Use TransactioBatch for both scrips. 
 
 Hope this helps. 
 
 Kenn 
 LBNL 
 
 On Fri, Dec 10, 2010 at 11:55 AM, Kevin Falcone [2] 
 falc...@bestpractical.com  wrote: 
 
 On Fri, Dec 10, 2010 at 11:07:32AM -0800, Kurt Engle wrote: 
  Actually found a nice example of creating a template to send out an e-mail. 
  RTFM 
  
  However, I am having a bit of a problem constructing the To: field. 
  Basically, I have a 
  varialble '$toAddress' that is set to an e-mail address by some prior code. 
 
 Where in the code is it set. It 

Re: [rt-users] notification

2010-12-13 Thread Kurt Engle
The error that I am getting is: 

[Mon Dec 13 22:05:45 2010] [info]: 
rt-3.8.8-18199-1292277945-1004.587-2...@4j.lane.edu #587/7702 - Scrip 26 
Email TSS from Template (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300) 
[Mon Dec 13 22:05:45 2010] [info]: 
rt-3.8.8-18199-1292277945-1004.587-2...@4j.lane.edu No recipients found. Not 
sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:352) 

Here are the details for scrip #26: 
Condition: On Create 
Action: Notify Other Recipients 
Template: My Notify 
Stage: TransactionBatch 

The code that generated this error in my template is: 
{ my $to_address = rubble; } 
To: {$to_addre...@4j.lane.edu 
Subject: New Ticket #{ $Ticket-Id() } has been created 

Time to go to work 

I really appreciate your help with this. Once I get this solved, RT will 
provide some much needed customization for our environment. 

Thanks, 

Kurt Engle 


From: Kevin Falcone falc...@bestpractical.com 
To: rt-users@lists.bestpractical.com 
Sent: Monday, December 13, 2010 12:11:12 PM 
Subject: Re: [rt-users] notification 

On Mon, Dec 13, 2010 at 11:50:53AM -0800, Kurt Engle wrote: 
 I have removed the blank lines, thank you for that tip. I am sending in the 
 'ticket' as a user 
 other than myself and I am trying to notify someone other than myself. I am 
 still not seeing 
 the scrip being run. 
 
 But, if I put the following code in the template: 
 - 
 {my $to_address = username } 
 To: {$to_addre...@4j.lane.edu 
 Subject: New Ticket #{ $Ticket-Id() } has been created 
 
 Time to go to work 
 -- 
 
 The script that uses this template gets run but I get an error on the 
 recipients. I am trying 
 to create a simple test that will successfully sendout e-mail, then I can 
 start trying to 
 figure out why my code is broken. 

Please include the error 


Re: [rt-users] Possible to downgrade DB from 3.8 to 3.6?

2010-12-13 Thread Stuart Browne
  CPAN makes me cranky, but trying to package all the perl modules as RPMs
  makes me crankier. It's like wrapping one packaging system around
 another
  one, and fighting with both of them.

I've done this quite successfully.  I've got RH distributed perl + packages 
plus those that I've manually packaged for RT to operate correctly living side 
by side.  

  The reality is, every time RHEL updates perl, RT will break. I solve
 this
  by having an identical test system. I apply the updates, see what
 breaks,
  and then reinstall the perl modules in question using CPAN.

I've not had a RH update break my RT system in over a year, and that was 
because one of my packages was badly done.

You just have to figure out which packages are conflicting badly (CGI, Encode 
and File::Temp for instance) and make sure it's using vendor_perl instead of 
site_perl installation locations and sometimes relocate some man pages to avoid 
conflicts. 

  I am used to this, but it is less than ideal.
 
  RHEL is a major platform, and I'd love it if BestPractical supported it
  in some official way so we don't have these kinds of problems we have to
  work around.
 
  Still, I love RT and praise it to anyone who will listen.

Agreed :)

Stuart


Re: [rt-users] Possible to downgrade DB from 3.8 to 3.6?

2010-12-13 Thread Gary Greene
On 13/12/10 9:43 AM, John Arends jare...@illinois.edu wrote:
 CPAN makes me cranky, but trying to package all the perl modules as RPMs
 makes me crankier. It's like wrapping one packaging system around
 another one, and fighting with both of them.
 

This is why I use cpan2rpm every time.

 The reality is, every time RHEL updates perl, RT will break. I solve
 this by having an identical test system. I apply the updates, see what
 breaks, and then reinstall the perl modules in question using CPAN.

This ALSO can be avoided, if you know how to package your cpan2rpm packages
in site instead of vendor locations. This allows that NONE of the issues
that are endemic of RHEL's busted Perl packaging to cause long term
headaches for me.
 
 Once I figure this out, I do the same process on the production RT
 system during a maintenance window. It actually works out pretty well
 now that I am used to this, but it is less than ideal.
 
 RHEL is a major platform, and I'd love it if BestPractical supported it
 in some official way so we don't have these kinds of problems we have to
 work around.
 
 Still, I love RT and praise it to anyone who will listen.
 
 On 12/13/10 11:04 AM, Khusro Jaleel wrote:
 I'm stuck between a rock and a hard place, then. The Redhat people are
 telling me to *avoid* CPAN like the plague, and most people [1] seem to
 have accomplished the install on CentOS systems using a combination of
 packages + CPAN, which is something else that is NOT recommended to do.
 
 I wish Best Practical did come up with their own packages, especially
 for Redhat, it would make things so much easier.
 
 [1] - http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome
 
 

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239




Re: [rt-users] Possible to downgrade DB from 3.8 to 3.6?

2010-12-13 Thread John Arends

On Dec 13, 2010, at 6:06 PM, Gary Greene wrote:

 On 13/12/10 9:43 AM, John Arends jare...@illinois.edu wrote:
 CPAN makes me cranky, but trying to package all the perl modules as RPMs
 makes me crankier. It's like wrapping one packaging system around
 another one, and fighting with both of them.
 
 
 This is why I use cpan2rpm every time.
 
 The reality is, every time RHEL updates perl, RT will break. I solve
 this by having an identical test system. I apply the updates, see what
 breaks, and then reinstall the perl modules in question using CPAN.
 
 This ALSO can be avoided, if you know how to package your cpan2rpm packages
 in site instead of vendor locations. This allows that NONE of the issues
 that are endemic of RHEL's busted Perl packaging to cause long term
 headaches for me.


Do you know of a guide that explains how to do this?


Re: [rt-users] Possible to downgrade DB from 3.8 to 3.6?

2010-12-13 Thread Gary Greene
I've been working on one for SuSE on the wiki. I'm still a little behind on
getting it all done.


On 13/12/10 4:14 PM, John Arends jare...@illinois.edu wrote:

 
 On Dec 13, 2010, at 6:06 PM, Gary Greene wrote:
 
 On 13/12/10 9:43 AM, John Arends jare...@illinois.edu wrote:
 CPAN makes me cranky, but trying to package all the perl modules as RPMs
 makes me crankier. It's like wrapping one packaging system around
 another one, and fighting with both of them.
 
 
 This is why I use cpan2rpm every time.
 
 The reality is, every time RHEL updates perl, RT will break. I solve
 this by having an identical test system. I apply the updates, see what
 breaks, and then reinstall the perl modules in question using CPAN.
 
 This ALSO can be avoided, if you know how to package your cpan2rpm packages
 in site instead of vendor locations. This allows that NONE of the issues
 that are endemic of RHEL's busted Perl packaging to cause long term
 headaches for me.
 
 
 Do you know of a guide that explains how to do this?

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239




[rt-users] Exchange tip

2010-12-13 Thread Jason Knight
Just thought I'd throw this tip out there if you are running Exchange in your 
environment.  I have RT configured on my CentOS 5.5 box, help.domain.com.  My 
/etc/alias file uses h...@help.domain.commailto:h...@help.domain.com for 
incoming requests into my main helpdesk queue.  What I've done with Exchange, 
that hosts for domain.com, is to create the email 
h...@domain.commailto:h...@domain.com, and a contact for 
h...@help.domain.commailto:h...@help.domain.com.  The newly created Exchange 
mailbox, h...@domain.commailto:h...@domain.com forwards to 
h...@help.domain.commailto:h...@help.domain.com.  What this allows me to do 
is use delivery restrictions on the Exchange account to limit the help desk to 
authenticated users only, thus blocking outside requests.  I know RT has it's 
own mechanism to do this, but this allows me to open it up easily if I need to, 
and I can use LDAP authentication alongside local users in RT.


__
This email has been scanned by the MessageLabs Email Security System.
For more information please visit http://www.messagelabs.com/email 
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Re: [rt-users] RT Slow to add and remove group members

2010-12-13 Thread Ruslan Zakirov
On Tue, Dec 14, 2010 at 12:27 AM, Todd Chapman t...@chaka.net wrote:
 Our production RT instance (3.6.3 - old, I know) takes a really,
 really long time to add and remove group members.

 Our database is MySQL and the CachedGroupMembers table has the index:
 KEY `CachedGroupMembers3` (`MemberId`,`ImmediateParentId`)

I recall that index on Via is relevant for the shredder, so may be
it's also relevant for removing a member as it also means dropping
records. Without full SQL log it's hard to say. It's better to write a
script that adds a user to a group and deletes him right after. Use
this script to collect all queries with hi-res timings. All queries
required to see queries that are executed many times even if those are
quite fast.

 What can we do to improve the situation (yes, I would be upgrading if
 that were possible at the moment)?

 Would running shrink_cgm_table.pl be a good idea?

Shrinking would make lookups faster. Let's say 30% faster as table
gets ~30% smaller. As far as I know there is no harm in running it on
3.6.x.

 Thanks!

 -Todd




-- 
Best regards, Ruslan.


[rt-users] parallel requests from same user hang?

2010-12-13 Thread Mathias Koerber
We are running 3.2.1.
I am using Firefox 3 (but Safari shows the same issue)
with several TABS open to the RT 'Home' page.

When I start some operation (show a large ticket, search,
update a ticket etc) and it takes a more than a second,
and I then go to another TAB and do something else, both
sessions will hang for a very long time (the first operation
would normally finish in a few seconds. I am remote, so things
are slower than across a LAN!). But by virtue of starting any
second operation all my active sessions stop responding, sometimes
for up to 20 minutes!

Other users at the same time seem to have no problems accessing RT.

While I know that I can avoid doing this by waiting for one session
to finish, sometimes I forge to wait for it to complete, and then
I am lost.

The admins of the server have been trying to figure this out for a while
but cannot find  out what could be the cause.

Has anyone else seen this or does anyone have a suggestion where to look?

thanks