[rt-users] RT 4.0.5 in search don´t have content option
Hi to all. I have 4.0.5 on centos and with mysql. When i do a search i only have Content-Type, Subjet and Filename parameters to search for data in the ticket. In my old 3.6.5 installation y have Subjet, Filename Content-type and CONTENT. Option that doesn´t exists on my RT 4.0.5 Could you hel me to get this option in the search options? Thanks. Kidest Regards. -- Un saludo. Juanjo Corral
Re: [rt-users] RT 4.0.5 in search don´t have content option
On 31 May 2012, at 09:36, Juanjo wrote: Hi to all. I have 4.0.5 on centos and with mysql. When i do a search i only have Content-Type, Subjet and Filename parameters to search for data in the ticket. In my old 3.6.5 installation y have Subjet, Filename Content-type and CONTENT. Option that doesn´t exists on my RT 4.0.5 Could you hel me to get this option in the search options? Full content searches are disabled by default in the configuration file, because they're not supported out of the box on all database types (at least, in an efficient manner). MySQL in particular, can't do them efficiently because of the lack of full text indexes on InnoDB tables. In order to enable them on MySQL, you have to set up Sphinx and then enable that in the configuration. There are instructions in the docs/full_text_indexing.pod file that comes with the RT distribution. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE.
Re: [rt-users] RT 4.0.5 in search don´t have content option
OK, thanks. Now works as the old RT. But i think that i have to migrate RT 4.0.5 in mysql to postgre. Anybody do it? 2012/5/31 Tim Cutts t...@sanger.ac.uk On 31 May 2012, at 10:06, Juanjo wrote: Thanks for your reply. Yes, i read the full_text_indexing.pod But, are the only option to search in content activate the indiexing with a compatible database? I don´t want to migrate to postgre, i think is very hard to my knowledge. You can do it with MySQL, if you enable sphinx (which is also fairly difficult, but not as hard as a Postgres migration). I think you can also switch it on without the indexing, which will restore 3.x like behaviour, with very slow full content searches. I think for this, you want something like this in your RT site config: Set( %FullTextSearch, Enable = 1, Indexed= 0, ); Regards, Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. -- Un saludo. Juanjo Corral -- Un saludo. Juanjo Corral
[rt-users] Basic e-mail setup
Hi all, So I've got RT up and running, I've created a queue (that works) and a group with users. I've granted the users all the rights available, and have been having some trouble with e-mail notifications. Right now, the only notifications that work are when an auto-reply is sent to a requester informing them the ticket has been received. I want an e-mail notification to be sent when someone takes a ticket or is assigned a ticket. I've created a scrip in which the condition is 'On Owner Change' the action is to 'Notify Owner' with one of the templates. I've checked that the users have valid e-mail addresses, yet I get nothing. Any insight or help on this? Thanks, Scott
[rt-users] Customize ticket display based on a CF
Hiya, I would like to know if it is possible to customize the webui of the ticket depending on the value of a CF, at least I would like to know if I can modify the CFs combo to show different set of CFs depending on the value of one CF. Best, Carlos signature.asc Description: Message signed with OpenPGP using GPGMail
[rt-users] Wildcard in queue search changed from 3.8.8 to 4.0.5?
Hi!
In 3.8.8 I used a advanced search like this:
( Status = 'open' OR Status = 'new' OR Status = 'stalled' ) AND
CF.{Schakt} = 'Bestallt' AND Queue NOT LIKE 'Projekt_%'
This works only partly in 4.0.5. It works when i use the query on the
Dashboard but when a user click on the headline to focus on that
query it returns blank, zero tickets.
I guess it's because the '%' is handled differently, does anyone have a
workaround for this?
//Claes
Re: [rt-users] Wildcard in queue search changed from 3.8.8 to 4.0.5?
Queue and the LIKE operator was never supported in any RT version!
But I think this should be on the wish-list for 4.2.
-Chris
Am 31.05.2012 14:09, schrieb Claes Jansson:
Hi!
In 3.8.8 I used a advanced search like this:
( Status = 'open' OR Status = 'new' OR Status = 'stalled' ) AND
CF.{Schakt} = 'Bestallt' AND Queue NOT LIKE 'Projekt_%'
This works only partly in 4.0.5. It works when i use the query on the
Dashboard but when a user click on the headline to focus on that
query it returns blank, zero tickets.
I guess it's because the '%' is handled differently, does anyone have a
workaround for this?
//Claes
Re: [rt-users] Wildcard in queue search changed from 3.8.8 to 4.0.5?
Queue and the LIKE operator was never supported in any RT version!
But I think this should be on the wish-list for 4.2.
-Chris
Am 31.05.2012 14:09, schrieb Claes Jansson:
Hi!
In 3.8.8 I used a advanced search like this:
( Status = 'open' OR Status = 'new' OR Status = 'stalled' ) AND
CF.{Schakt} = 'Bestallt' AND Queue NOT LIKE 'Projekt_%'
This works only partly in 4.0.5. It works when i use the query on the
Dashboard but when a user click on the headline to focus on that
query it returns blank, zero tickets.
I guess it's because the '%' is handled differently, does anyone have a
workaround for this?
//Claes
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Re: [rt-users] Wildcard in queue search changed from 3.8.8 to 4.0.5?
I was just a bit surprised that it works in one view and not in the other.
I can refrase the query to solve the problem, but it will be less
dynamic as we add Queues with the prefix Project_ over time...
Hoping for a change in the future, but on the other hand LIKE queries
can be a big performance hit, so i understand why it's not enabled.
//Claes
On 2012-05-31 15:27, Christian Loos wrote:
Queue and the LIKE operator was never supported in any RT version!
But I think this should be on the wish-list for 4.2.
-Chris
Am 31.05.2012 14:09, schrieb Claes Jansson:
Hi!
In 3.8.8 I used a advanced search like this:
( Status = 'open' OR Status = 'new' OR Status = 'stalled' ) AND
CF.{Schakt} = 'Bestallt' AND Queue NOT LIKE 'Projekt_%'
This works only partly in 4.0.5. It works when i use the query on the
Dashboard but when a user click on the headline to focus on that
query it returns blank, zero tickets.
I guess it's because the '%' is handled differently, does anyone have a
workaround for this?
//Claes
Re: [rt-users] Wildcard in queue search changed from 3.8.8 to 4.0.5?
On 31 May 2012, at 14:53, Claes Jansson wrote: I was just a bit surprised that it works in one view and not in the other. I can refrase the query to solve the problem, but it will be less dynamic as we add Queues with the prefix Project_ over time... Hoping for a change in the future, but on the other hand LIKE queries can be a big performance hit, so i understand why it's not enabled. Not likely to ever be a huge performance hit on normal RT installations. The queue table is always going to pretty small. If anyone has an RT installation with tens of thousands of queues, they're probably either doing it wrong or are not really using the right tool for the job. :-) Regards, Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE.
Re: [rt-users] RT-4.0.5 : Can't do Simple Search on Articles
I believe this is a bug within RT 4 or an oversight as regards Articles and 'Simple Search' not being available. If and one knows if there is a way to have 'Simple Search' on all Articles for RT 4.0.5 please let me know. Thanks, Scott -- View this message in context: http://old.nabble.com/RT-4.0.5-%3A-Can%27t-do-Simple-Search-on-Articles-tp33763539p33938713.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] RT 4.0.5 bug in Excel export
FYI, the patch works as expected. -- L.B.
Re: [rt-users] Basic e-mail setup
Nevermind, this turned out to be an issue in my postfix config in the relay. On Thu, May 31, 2012 at 1:57 PM, Scott Sjodin scott.sjo...@gmail.comwrote: Hi all, So I've got RT up and running, I've created a queue (that works) and a group with users. I've granted the users all the rights available, and have been having some trouble with e-mail notifications. Right now, the only notifications that work are when an auto-reply is sent to a requester informing them the ticket has been received. I want an e-mail notification to be sent when someone takes a ticket or is assigned a ticket. I've created a scrip in which the condition is 'On Owner Change' the action is to 'Notify Owner' with one of the templates. I've checked that the users have valid e-mail addresses, yet I get nothing. Any insight or help on this? Thanks, Scott
Re: [rt-users] Pink MessageBox upon reply
On Thu, May 31, 2012 at 7:53 PM, Max McGrath mmcgr...@carthage.edu wrote: Hi all - We are on RT 4.0.6. Just curious if there is any significance to the MessageBox being pink when I reply, but white when I comment. I've attached some screenshots... Yes. Reply usually goes to requestor, so pink another sign for you do think twice about what you're typing. I think you heard many tales about sending messages to people who never should've seen them. Thanks! Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu -- Best regards, Ruslan.
[rt-users] Too Many Notifications for Approvals
Hello, We are using RT 3.8.4. We've implemented approvals, and in general think it is working. We have the following issue however: Approval has been approved and the ticket is set to resolved. Another approver sends an email comment which opens the approval. The owner is sent an email using the template New Pending Approval. The approve again, tickets resolves, ticket reopens, and a new email using New Pending Approval gets sent...needless to say we have some frustrated users. Is there a way to just block the New Pending Approval? When the ticket is created, an email is automatically sent. We are not using multiple approvals and cannot see where the NewPending.pm approval would be used in our situation. It looks like NewPending.pm is what is creating the email using that approval. Can I just delete lib/RT/ Approval/Rule/NewPending.pm? Best Regards, Jennifer Koermer
Re: [rt-users] Pink MessageBox upon reply
Excellent! Thanks for the info! -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu On Thu, May 31, 2012 at 12:19 PM, Ruslan Zakirov r...@bestpractical.comwrote: On Thu, May 31, 2012 at 7:53 PM, Max McGrath mmcgr...@carthage.edu wrote: Hi all - We are on RT 4.0.6. Just curious if there is any significance to the MessageBox being pink when I reply, but white when I comment. I've attached some screenshots... Yes. Reply usually goes to requestor, so pink another sign for you do think twice about what you're typing. I think you heard many tales about sending messages to people who never should've seen them. Thanks! Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu -- Best regards, Ruslan.
Re: [rt-users] RT 4 Upgrade Slow Performance - CustomFields?
Thanks Kenn, I checked and didn't see any permissions globally set for everyone, except the Create Ticket right is set for Everyone on each of our queues. I made a few more changes though and am considering the problem fixed at this point. I found that the system was doing a lot of memory swapping, even though I increased the memory from 512MB with RT 3.8.8 (and MySQL) to 2GB with 4.0.5 (and Postgresql). I disabled all debugging and heavy logging, and adjusted the Apache configuration to increase the KeepAliveTimeout to 60 and reduce the MinSpareServers and MaxSpareServers. The apache processes were using between 60-100MB each (because of modperl I think), so if you have 15 apache processes running that's potentially 1.5GB. After making that change the system is lightning fast again. I still might add 1-2GB of memory just to be safe, I just didn't think that much should be necessary. I also have rt-clean-sessions running every night, which should help some. Thank you everyone that helped!
Re: [rt-users] Append Data to CustomFields
Mike, Thank you for the information, that's exactly what I was looking for. Now, I tried to build a scrip from different online sources (I just started learning Perl ...) but I'm never able to get the value from the Transaction Custom Field. I saw an earlier post from you describing pretty much what I'm trying to achieve. http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg02029.html Is there any chance you could send me the scrip? P.S: I'll post my scrip early tomorrow as I'm no longer in the officeperhaps someone can shed some light on the multiple things I must be doing wrong. Thank you! Michael Coakley wrote: This is easily done with a scrip. You need a Ticket custom field to hold the totals and a Transaction custom field for the users to update during a reply or comment. The scrip will take the transaction custom field value and add it to the ticket custom field value to keep the running total. I've absolutely done this before but a long time ago. It works great and I've built billing systems off of these values which seems like you are trying to do. The only gotcha and it's a little one because once you start scrip development you'll know this; it is to use TransactionBatch mode on the scrip because that is the only way you will actually be able to see the Transaction custom field values. Hope that gets you started. Mike Sent from my iPhone On May 30, 2012, at 1:53 PM, TheHoboKing demon_eyes_ky...@hotmail.com wrote: Hi Kenneth, Thank you for the reply and my apologies for the delay, I've been busy with other projects. I mentioned the TimeWorked field because that's how I'd like my other 'time' CFs to behave but here's what I'm trying to achieve in more details. I have two CFs: Emergency Hours | Schedule Hours CFs type is 'Enter one value' On ticket updates (users will most likely only update tickets from the WebUI via comment/reply action), I'd like those CFs to behave as followed: On update, the CFs should show no value. If my user(s) enter a value and update the ticket, the value should be added to the previous value (users will only be inputting integers). i.e.: Emergency Hours current value = 10 Users Update the ticket and adds 15 in the Emergency Hours Emergency Hours should now display 25 Is there a way to achieve this via script or more in dept RT customization? -I've tried to create another TimeWorked field but TimeWorked seems to be all over the place and I couldn't identify the proper sections to add/modify in order to 'duplicate' TimeWorked. -I was also thinking if it may be possible to do it via scrip by; OnComment or OnTransaction Reading the value of 'Emergency Hours' Storing the value in a temporary variable Adding the new value to the old value. .i.e: Emergency Hours = TemporaryEmergencyHoursTotal + EmergencyHours -I also thought I could simply create another CF called 'EmergencyHoursTotal' and store the total there BUT then, on ticket display only 'EmergencyHoursTotal' should be visible and 'Emergency Hours' should be hidden, on ticket update only 'Emergency Hours' should be visible and 'EmergencyHoursTotal' should be hidden. I read hiding/displaying specific CF can be achieved via the MassageCustomFields callback but I don't find much information on how to code my MassageCustomFields. This is the most informative code I've found in regards to it. http://cpansearch.perl.org/src/RUZ/RT-Extension-CustomField-HideEmptyValues-0.01/html/Callbacks/CustomField-HideEmptyValues/Elements/ShowCustomFields/MassageCustomFields Sorry for my long long post, let me know if I should open a new tread in regards to the MassageCustomFields info. Thank you again! Kenneth Crocker-2 wrote: HoboKing, You could create a CF with SeeCF rights only to Users and then write a scrip so that when the TimeWorked field is updated, the scrip subtracts the old value from the new value and then adds that result to the CF. You could also add a condition to check the date and if it is month-end or something you could move the final TomeWorked value to a Month-end Time CF and then zero out the contiguos one. That way, you won't run into problems of some user entering a non-inter type value into the field. You might want to grant ModifyCF to the SuperUSer or some management group of users so they can override the value when necessary. It all depends on what you want to accomplish. TimeWorked is already designed to receive integers. So all you really need is a CF to act as a monthly or yearly, etc. accumulator, along with a routine to zero out at the end of that cycle. The best way is to write a cronjob to run through all tickets on whatever cycle you want to accumulate and have that routine do the accumulate/move/zero work. That way you get ALL tickets updated consistently, not just the ones that were updated in a given cycle. Hope this helps.
