[rt-users] ticket content not displaying via RT's web 'Search' but shows up with sphinx's 'search' binary
After successfully setting up RT with sphinx I'm trying to search for a string in a ticket's 'content'. When I enter the string into 'Search' box of RT it returns no result even when I'm using fulltext:search-string format of search. When the same is searched with Sphinx's 'search' binary, the results are coming up fine. Is RT not communicating with Sphinx over here? A section of my RT_SiteConfig.pm: Set( %FullTextSearch, Enable = 1, Indexed= 1, Table = 'AttachmentsIndex', MaxMatches = '1', ); mysql show create table AttachmentsIndex \G Table: AttachmentsIndex Create Table: CREATE TABLE `AttachmentsIndex` ( `id` int(10) unsigned NOT NULL, `weight` int(11) NOT NULL, `query` varchar(3072) NOT NULL, KEY `query` (`query`(1024)) ) ENGINE=SPHINX DEFAULT CHARSET=utf8 CONNECTION='sphinx://localhost:3312/rt,rt_delta' NB: 1. I have stopped,started Apache after all the sphinx integration was done. Also did it again when search resultswere not returned from web-interface search. 2. 'searchd' is listening at 127.0.0.1:3312 -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] ticket content not displaying via RT's web 'Search' but shows up with sphinx's 'search' binary
This issue now seems to be with only 'updated' and 'newly' tickets. The custom string which I create by replying to tickets are not being returned via RT's web search. But are being returned when searched from command line using sphinx's 'search' binary. Thanks, After successfully setting up RT with sphinx I'm trying to search for a string in a ticket's 'content'. When I enter the string into 'Search' box of RT it returns no result even when I'm using fulltext:search-string format of search. When the same is searched with Sphinx's 'search' binary, the results are coming up fine. Is RT not communicating with Sphinx over here? -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Modify ticket 'body' after extracting custom fields?
On Mon, Feb 04, 2013 at 05:25:45PM -0500, Dan Madere wrote: The way I handle this is, a scrip finds the email address and message body using regular expressions. It then sets the requestor to the given email address and makes an additional comment on the ticket with just the message body so it's easy to read and quote. We also exclude these web form tickets from receiving an auto reply. Roy - Dan's solution is one of the best to implement. While it is technically possible to modify the body of an incoming email from a MailPlugin, it isn't really advisable since you lose any method of debugging what happened. We often do what Dan suggested for clients. -kevin pgpj8ASWfdbze.pgp Description: PGP signature -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Open Ticket On Resolve Of Dependants?
Hello,
I am new to Perl and RT Scrips, and I need to set up a scrip that will
change the parent ticket from new to open when all dependent tickets
have been resolved, or have it perform only on the Subject of one
Specific Ticket.
I found this script below and it works on the first ticket resolved. How
can I modify this scrip to either wait till all dependents are resolved
or resolved on a specific subject?
I have tried this to get it to work on the subject, but to no
avail. next unless( $l-BaseObj-Subject eq
'Change-Coordinator-Approval');
How can I find or figure out what objects are available for the
different sections of a ticket? etc.
Condition: On Status Change
Action: User Defined
Template: Global Template Blank
Customer action: return 1;
Custom action cleanup code:
return 1 if ($self-TransactionObj-NewValue !~
/^(?:resolved|deleted|rejected)$/);
my $DepOnBy = $self-TicketObj-DependedOnBy;
while( my $l = $DepOnBy-Next ) {
next unless( $l-BaseURI-IsLocal );
next unless( $l-BaseObj-Status =~ /^(?:new|open|stalled)$/ );
# here you can add any action
# see also example below
$l-BaseObj-SetStatus('open');
}
$DepOnBy = undef;
return 1;
Any thoughts or ideas?
Thanks in advance
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Re: [rt-users] Full text index with MySQL 5.6
Mysql 5.6 is out! :) Just out of curiosity, were you guys planning on adding support in 4.0.x or a bigger release? http://www.phoronix.com/scan.php?page=news_itempx=MTI5MzI On Wed, 2012-12-12 at 14:23 -0500, Alex Vandiver wrote: On Wed, 2012-12-12 at 18:08 +, Daksh Chauhan wrote: I am wondering if any one has tried this with MySQL 5.6 and RT 4.x? FYI, MySQL 5.6 has still not hit general availability (GA), and is hence still a development release. I have RT 4.0.8 working on my test VM with MySQL 5.6.8, but need to confirm if I can use same Index as documented here: No. That index is specific to the Sphinx indexer, and will do nothing useful to interact with MySQL 5.6. RT does not have support for MySQL 5.6's fulltext search; we're looking forward to it hitting GA, at which point we'll look into implementing support for it. But as of now, 5.0 or 5.1 with Sphinx is the only solution on MySQL. - Alex We're hiring! http://bestpractical.com/jobs -- Chris Lasater | IT Consultant Phone: +1.407.458.1019 Mobile: +1.407.902.6183 Email: chris.lasa...@oracle.com Oracle Oracle PDIT - Cloud Delivery Lakefront Building 7453 TG Lee Blvd Orlando, FL US 32822 attachment: oracle-email-sig-198324.gif -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Full text index with MySQL 5.6
On Tue, Feb 05, 2013 at 01:00:49PM -0500, Chris Lasater wrote: Mysql 5.6 is out! :) Just out of curiosity, were you guys planning on adding support in 4.0.x or a bigger release? http://www.phoronix.com/scan.php?page=news_itempx=MTI5MzI There's a more recent mail about the 5.6 issues. http://www.gossamer-threads.com/lists/rt/users/114057#114057 -kevin On Wed, 2012-12-12 at 14:23 -0500, Alex Vandiver wrote: On Wed, 2012-12-12 at 18:08 +, Daksh Chauhan wrote: I am wondering if any one has tried this with MySQL 5.6 and RT 4.x? FYI, MySQL 5.6 has still not hit general availability (GA), and is hence still a development release. I have RT 4.0.8 working on my test VM with MySQL 5.6.8, but need to confirm if I can use same Index as documented here: No. That index is specific to the Sphinx indexer, and will do nothing useful to interact with MySQL 5.6. RT does not have support for MySQL 5.6's fulltext search; we're looking forward to it hitting GA, at which point we'll look into implementing support for it. But as of now, 5.0 or 5.1 with Sphinx is the only solution on MySQL. - Alex pgpnv12WQiuzP.pgp Description: PGP signature -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] ticket content not displaying via RT's web 'Search' but shows up with sphinx's 'search' binary
On 02/05/2013 01:50 AM, Subin wrote: This issue now seems to be with only 'updated' and 'newly' tickets. The custom string which I create by replying to tickets are not being returned via RT's web search. But are being returned when searched from command line using sphinx's 'search' binary. Turn on RT's SQL statement logging via the StatementLog option: http://bestpractical.com/rt/docs/4.0/RT_Config.html#StatementLog and then either look at the log output or use Configuration → Tools → SQL queries (easier) to find the fulltext query. You'll see it queries the AttachmentsIndex table. You can run by hand the query RT is running to start seeing where the problem lies. -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] REST API and WebExternal Auth
Hi, I was wondering if it would be possible to use the REST API and an External Auth? I keep getting redirected, when I try curling a url. Also, I was wondering if anyone has created a page that shows all current open tickets, and all current opened/unclaimed tickets? Thanks, Tom -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Modify ticket 'body' after extracting custom fields?
On 2/5/13 10:57 AM, Kevin Falcone wrote: On Mon, Feb 04, 2013 at 05:25:45PM -0500, Dan Madere wrote: The way I handle this is, a scrip finds the email address and message body using regular expressions. It then sets the requestor to the given email address and makes an additional comment on the ticket with just the message body so it's easy to read and quote. We also exclude these web form tickets from receiving an auto reply. Roy - Dan's solution is one of the best to implement. While it is technically possible to modify the body of an incoming email from a MailPlugin, it isn't really advisable since you lose any method of debugging what happened. We often do what Dan suggested for clients. -kevin OK, noted, I shall give that a try. Thanks everyone! -- Roy McMorran Systems Administrator MDI Biological Laboratory mcmor...@mdibl.org -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] RT 4.0.8 TicketSQL issue
We have an issue with our RT 4.0.8 instance that we didn't have with 3.8.8 that we just finished migrating from. Some of our managers like to search for tickets where the requestor is a 'VIP' user. They use fairly straightforward TicketSQL to build saved searches that are then used for dashboards and RT at a Glance items. This all worked fine in RT 3.8.8, but when we upgraded to 4.0.8 the queries take so long to run that it ends up timing out the webserver, making it very difficult for users using them in RT at a Glance to login. Checking the MySQL slow query log (or just doing a 'show full processlist' while it's running) shows that fairly straightforward TicketSQL query gets expanded into ridiculously complex MySQL queries doing multiple joins on the same tables for the same columns. Is this a known issue? Here's an example: This TicketSQL: Status = 'open' AND ( Requestor.EmailAddress = 'bigw...@example.com' OR Requestor.EmailAddress = 'bigw...@example.com' OR Requestor.EmailAddress = 'bigw...@example.com' OR Requestor.EmailAddress = 'bigw...@example.com' OR Requestor.EmailAddress = 'bigw...@example.com' OR Requestor.EmailAddress = 'bigw...@example.com' OR Requestor.EmailAddress = 'bigw...@example.com' OR Requestor.EmailAddress = 'bigw...@example.com' OR Requestor.EmailAddress = 'bigw...@example.com' OR Requestor.EmailAddress = 'bigw...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' ) Results in this MySQL query: SELECT Count(DISTINCT main.id) FROM tickets main JOIN groups Groups_1 ON ( Groups_1.domain = 'RT::Ticket-Role' ) AND ( Groups_1.type = 'Requestor' ) AND ( Groups_1.instance = main.id ) JOIN cachedgroupmembers CachedGroupMembers_54 ON ( CachedGroupMembers_54.groupid = Groups_1.id ) JOIN cachedgroupmembers CachedGroupMembers_18 ON ( CachedGroupMembers_18.groupid = Groups_1.id ) JOIN cachedgroupmembers CachedGroupMembers_24 ON ( CachedGroupMembers_24.groupid = Groups_1.id ) JOIN cachedgroupmembers CachedGroupMembers_16 ON ( CachedGroupMembers_16.groupid = Groups_1.id ) JOIN cachedgroupmembers CachedGroupMembers_12 ON ( CachedGroupMembers_12.groupid = Groups_1.id ) JOIN cachedgroupmembers CachedGroupMembers_48 ON ( CachedGroupMembers_48.groupid = Groups_1.id ) JOIN cachedgroupmembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.groupid = Groups_1.id ) JOIN cachedgroupmembers CachedGroupMembers_6 ON ( CachedGroupMembers_6.groupid = Groups_1.id ) JOIN cachedgroupmembers CachedGroupMembers_26 ON ( CachedGroupMembers_26.groupid = Groups_1.id ) JOIN cachedgroupmembers CachedGroupMembers_22 ON ( CachedGroupMembers_22.groupid = Groups_1.id ) JOIN cachedgroupmembers CachedGroupMembers_58 ON ( CachedGroupMembers_58.groupid = Groups_1.id ) JOIN cachedgroupmembers CachedGroupMembers_30 ON ( CachedGroupMembers_30.groupid = Groups_1.id ) JOIN cachedgroupmembers CachedGroupMembers_44 ON ( CachedGroupMembers_44.groupid = Groups_1.id ) JOIN cachedgroupmembers CachedGroupMembers_20 ON ( CachedGroupMembers_20.groupid = Groups_1.id ) JOIN cachedgroupmembers CachedGroupMembers_42 ON ( CachedGroupMembers_42.groupid = Groups_1.id ) JOIN cachedgroupmembers CachedGroupMembers_8 ON ( CachedGroupMembers_8.groupid = Groups_1.id ) JOIN cachedgroupmembers CachedGroupMembers_32 ON ( CachedGroupMembers_32.groupid = Groups_1.id ) JOIN cachedgroupmembers CachedGroupMembers_56 ON ( CachedGroupMembers_56.groupid = Groups_1.id ) JOIN cachedgroupmembers CachedGroupMembers_38 ON ( CachedGroupMembers_38.groupid = Groups_1.id ) JOIN cachedgroupmembers CachedGroupMembers_4 ON ( CachedGroupMembers_4.groupid = Groups_1.id ) JOIN cachedgroupmembers CachedGroupMembers_36 ON ( CachedGroupMembers_36.groupid = Groups_1.id ) JOIN
Re: [rt-users] RT 4.0.8 TicketSQL issue
On 02/05/2013 03:35 PM, David Good wrote: We have an issue with our RT 4.0.8 instance that we didn't have with 3.8.8 that we just finished migrating from. Some of our managers like to search for tickets where the requestor is a 'VIP' user. They use fairly straightforward TicketSQL to build saved searches that are then used for dashboards and RT at a Glance items. This all worked fine in RT 3.8.8, but when we upgraded to 4.0.8 the queries take so long to run that it ends up timing out the webserver, making it very difficult for users using them in RT at a Glance to login. Checking the MySQL slow query log (or just doing a 'show full processlist' while it's running) shows that fairly straightforward TicketSQL query gets expanded into ridiculously complex MySQL queries doing multiple joins on the same tables for the same columns. Is this a known issue? Open bug here: http://issues.bestpractical.com/Ticket/Display.html?id=18414 Another RT user wrote a patch which is MySQL-specific, but it's not a clean solution (code-wise) and has some problems which make it not something we can just ship as-is (see the ticket). It's a straightforward query, but also seems a tad ridiculous to be listing so many individual addresses. As a more maintainable solution, and a workaround to the bug, try setting the Organization of every one of those big wigs to VIP or Executive or similar. Then you can write a much nicer query like this: Status = 'open' and Requestor.Organization = 'VIP' This also means all you need to do when a big wig cashes out or a new one comes in is to adjust their Organization, rather than potentially edit a whole bunch of saved searches. If you're already using Organization, you can use another user field instead (some are searchable by default, others need a couple config tweaks). Here's an example: This TicketSQL: Status = 'open' AND ( Requestor.EmailAddress = 'bigw...@example.com' OR Requestor.EmailAddress = 'bigw...@example.com' OR Requestor.EmailAddress = 'bigw...@example.com' OR Requestor.EmailAddress = 'bigw...@example.com' OR Requestor.EmailAddress = 'bigw...@example.com' OR Requestor.EmailAddress = 'bigw...@example.com' OR Requestor.EmailAddress = 'bigw...@example.com' OR Requestor.EmailAddress = 'bigw...@example.com' OR Requestor.EmailAddress = 'bigw...@example.com' OR Requestor.EmailAddress = 'bigw...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' OR Requestor.EmailAddress = 'bigwi...@example.com' ) -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
