Re: [rt-users] Upgraded from 4.0.7 to 4.0.17, but rt-mailgate has lost its way
Hi Kevin, Thanks so much, you are right. I changed the rt-mailgate entry in etc/aliases to https:// . I am up and running again. Thank you. Regards, Sakhi Hadebe SANReN Engineer - CSIR Meraka Institute Tel: +27 12 841 2308 Fax: +27 12 841 4223 http://www.sanren.ac.za Kevin Falcone falc...@bestpractical.com 10/22/2013 7:10 PM On Mon, Oct 21, 2013 at 12:00:34PM +0200, Sakhi Hadebe wrote: Dear All, I have upgraded succcesfully upgraded to 4.0.17, everything seems to be fine, except that RT is not receiving email tickets. nor sending automated emails to requestors. Oct 21 11:55:46 tracker postfix/local[28064]: 352E3129BB: to=r...@tracker.sanren.ac.za, relay=local, delay=328, delays=327/0.02/0/0.22, dsn=4.3.0, status=deferred (temporary failure. Command output: An Error Occurred = 302 Found ) rt-mailgate hits an error here. What's in your apache logs? Since 302 is a redirect, I assume that rt-mailgate is being pointed to a url that your apache configuration then redirects to RT. This is not currently handled well by rt-mailgate. Most commonly this is because you've pointed rt-mailgate to an http:// url but apache redirects to https:// Oct 21 11:55:46 tracker postfix/qmgr[4558]: C5F3B129BF: from=, size=3181, nrcpt=1 (queue active) Oct 21 11:55:46 tracker postfix/bounce[28068]: 352E3129BB: sender delivery status notification: C5F3B129BF Oct 21 11:55:48 tracker postfix/smtp[28071]: C5F3B129BF: to=shad...@csir.co.za, relay=smtp.csir.co.za[146.64.10.99]:25, delay=2.1, delays=0.01/0.01/2/0.12, dsn=2.0.0, status=sent (250 2.0.0 r9L9tmZZ031607 Message accepted for delivery) Looks like something generated a bounce here, but the mail was accepted locally for delivery rather than forwarded on. -kevin -- This message is subject to the CSIR's copyright terms and conditions, e-mail legal notice, and implemented Open Document Format (ODF) standard. The full disclaimer details can be found at http://www.csir.co.za/disclaimer.html. This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. Please consider the environment before printing this email.
[rt-users] Getting custom field value AND description in a scrip
Hi. In our RT setup, a user chooses a value from a drop down list (a custom field called ‘application’) to indicate what software they want help with when they submit a new ticket. I set up a scrip that checks the value of that custom field and moves the ticket into the appropriate queue (based on which application they need help with). Instead of hard coding a mapping of each application value to a queue name, I’d like to put the name of the queue into the custom field description. For example, the custom fields might look like this: SortNameDescription Category 0 Microsoft Wordhelpdesk 0 Microsoft Excel helpdesk 0 SharePoint developers 0 PeopleSoft hr If the user selected “SharePoint” as the application they wanted help with, the scrip would read the description field and see that it should move the ticket into the “developers” queue. I’ve got everything working great with static mapping, I just can’t figure out a way to retrieve that Description within a scrip. Has anyone done this before? Thanks! Brent
Re: [rt-users] Adding it as a 'Requestor' would create a mail loop.... ?
ok, here's a smipplet of what I've got in RT_SiteConfig
Set($CorrespondAddress , 'trouble-ticket at imctv.com');
Set($CommentAddress , 'rt-comment at imctv.com');
Set($SMTPFrom , 'trouble-ticket at imctv.com');
Set($RTAddressRegexp ,
'^(trouble-ticket\@imctv\.com|rt-comment\@imctv\.com)$');
I assumed I needed to match trouble-ticket at imctv.com
and rt-comment at imctv.com, did I form the regexp wrong,
or am I wrong on this thinking?
I ran into the same problem today, and found the solution reading the
source code...
RT does indeed check the global CorrespondAddress and CommentAddress,
but also every CorrespondAddress/CommentAddres that might be set in each
queue configuration.
So, basically, if you set an specific CorrespondAddress in one queue,
you won't be able to use it as a requestor address. Even if it is an old
queue and you disabled it a long time ago (this was the case in my setup).
See the check in lib/RT/EmailParser.pm :
sub IsRTAddress {
# [...]
my $queue = RT::Queue-new( RT-SystemUser );
$queue-LoadByCols( CorrespondAddress = $address );
return 1 if $queue-id;
So if you don't have many queues, try checking each one for a specific
CorrespondAddress/CommentAddress overriding the global configuration.
If you have too many queues, you can make an SQL request, as I did.
Laurent
Re: [rt-users] Writing portlets
On Tue, Oct 22, 2013 at 08:33:52PM +0100, Esdras Neto wrote: 2013/10/22 Kevin Falcone falc...@bestpractical.com On Fri, Oct 18, 2013 at 03:26:56PM +0100, Esdras Neto wrote: Does anyone know a documentation that explains how to do that? I'm trying to follow the wiki below but that does not appear to be working: http://requesttracker.wikia.com/wiki/WritingPortlets Depending on what your portlet needs to do, there are several different answers (many times you can solve your problem with just a saved search). There are extensions on cpan such as RT-Extension-QuickCalls that implement a portlet that you can look at. Thanks for that, I need to make available a http directory on that Portlet, listing the files on that for download. I really think that I have to create a new portlet... Is there any documentation about creating portlets apart from the one I mentioned? There really isn't much to document, you write a mason component that does what you want, you stick it in local/html/Elements or in the html/Elements directory of an extension and then you add it by name to the allowed $HomepageComponents in your RT_SiteConfig.pm The extension I noted does this and documents adding it and would be a good jumping off point. -kevin pgp8wXdwz8AqP.pgp Description: PGP signature
[rt-users] Enter text after selecting from a list for a CustomFields
Hello All, I have a CF which is a dropdown and when selecting one of those options I'd like to be presented a text box so the user can add one value. Is there a way to do this or is it going to require something custom? thanks! -- Later, Darin
[rt-users] TicketHistory slow on 4.2.0
I have just upgraded an RT install to 4.2.0. We are experiencing a problem where the ticket history is very slow. Everything else seems to load just fine and the history will load in ~50-60 seconds. Also, if you go to the same ticket in a short period of time, the history will load quickly (probably cached somewhere). Can anyone give me pointers on where to start looking into the problem? I've confirmed that the database has all of the indexes it's supposed to have. The load on the web server and database server are next to nothing. A little history, this RT instance was originally 3.8 and was upgraded to 4.0.13 a few months ago and then upgraded to 4.2.0 last night. The ticket table is ~30,000 records, the transactions table is ~3,800,000, and the users table is ~280,000. (we load users from LDAP every night which is why there are more users than tickets) -- Tod
Re: [rt-users] TicketHistory slow on 4.2.0
On Wed, 2013-10-23 at 12:14 -0400, Tod Detre wrote: I have just upgraded an RT install to 4.2.0. We are experiencing a problem where the ticket history is very slow. Everything else seems to load just fine and the history will load in ~50-60 seconds. Also, if you go to the same ticket in a short period of time, the history will load quickly (probably cached somewhere). [snip] The ticket table is ~30,000 records, the transactions table is ~3,800,000, and the users table is ~280,000. What database backend, and what version thereof? - Alex
Re: [rt-users] TicketHistory slow on 4.2.0
Mysql 5.5.23 On Wed, Oct 23, 2013 at 12:21 PM, Alex Vandiver ale...@bestpractical.comwrote: On Wed, 2013-10-23 at 12:14 -0400, Tod Detre wrote: I have just upgraded an RT install to 4.2.0. We are experiencing a problem where the ticket history is very slow. Everything else seems to load just fine and the history will load in ~50-60 seconds. Also, if you go to the same ticket in a short period of time, the history will load quickly (probably cached somewhere). [snip] The ticket table is ~30,000 records, the transactions table is ~3,800,000, and the users table is ~280,000. What database backend, and what version thereof? - Alex -- Tod
Re: [rt-users] TicketHistory slow on 4.2.0
On Wed, 2013-10-23 at 12:27 -0400, Tod Detre wrote: Mysql 5.5.23 You'll want to turn on the MySQL slow query log to find what SQL queries are taking overly long -- see http://dev.mysql.com/doc/refman/5.5/en/slow-query-log.html for instructions, but they mostly boil down to setting http://dev.mysql.com/doc/refman/5.5/en/server-system-variables.html#sysvar_slow_query_log Providing `SHOW INDEXES FROM Transactions` and `SHOW INDEXES FROM Attachments` may also be useful. - Alex
[rt-users] CC emails not always being sent
We're having a small issue with our RT 4.0.18. Email seems to be flowing fine to Requestors and the Owners. However on two occasions, a manager wanted to include two other managers (neither of which have an account on this RT server). So he added their email addresses as CC's. Neither manager got the email. He did say when he made a Comment and not a Reply, that the managers could see it. Did I miss a permission setting somewhere, or what could be causing this. I will be upgraded to 4.2.0 (hopefully) by next month. I've done an upgrade with a test system saw some errors/warnings I didn't like. Thanks! Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 s...@qvii.commailto:s...@qvii.com Thank you for helping us help you help us all. --For email related issues, please contact postmas...@qvii.commailto:postmas...@qvii.com
Re: [rt-users] TicketHistory slow on 4.2.0
I've had the mysql slow log on, but it does not show any slow queries. Another interesting point, the mobile site does not seem to have the same problem. On Wed, Oct 23, 2013 at 12:34 PM, Alex Vandiver ale...@bestpractical.comwrote: On Wed, 2013-10-23 at 12:27 -0400, Tod Detre wrote: Mysql 5.5.23 You'll want to turn on the MySQL slow query log to find what SQL queries are taking overly long -- see http://dev.mysql.com/doc/refman/5.5/en/slow-query-log.html for instructions, but they mostly boil down to setting http://dev.mysql.com/doc/refman/5.5/en/server-system-variables.html#sysvar_slow_query_log Providing `SHOW INDEXES FROM Transactions` and `SHOW INDEXES FROM Attachments` may also be useful. - Alex -- Tod
Re: [rt-users] TicketHistory slow on 4.2.0
On Wed, 2013-10-23 at 13:47 -0400, Tod Detre wrote: I've had the mysql slow log on, but it does not show any slow queries. That is surprising to me, as the symptoms of first load is slow, successive ones are fast sounds like the MySQL query cache to me, as I'm not aware of any other caching layers in that area. I'd double-check your slow query log threshold and relevant settings. Another interesting point, the mobile site does not seem to have the same problem. Do you have any local customizations? - Alex
Re: [rt-users] 4.2 Queue question
On Tue, 2013-10-22 at 08:39 -0500, Max McGrath wrote: If you look at the attached screenshot, I have tickets in all of my queues. But on the right side, under Quick Search, it shows that all of my tickets reside in the Other queue. Not sure what is wrong or how to fix that. Any suggestions? That is exceedingly odd. Was this an upgrade? If so, from what version? Are you using custom lifecycles at all? - Alex
Re: [rt-users] 4.2 Queue question
Yes, it was an upgrade from 4.0.16. Under 4.0.16 all was fine and queue numbers represented reality. I was using a custom lifecycle under the actions. When things went to resolved, I changed it from Comment to Respond. -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu On Wed, Oct 23, 2013 at 1:27 PM, Alex Vandiver ale...@bestpractical.comwrote: On Tue, 2013-10-22 at 08:39 -0500, Max McGrath wrote: If you look at the attached screenshot, I have tickets in all of my queues. But on the right side, under Quick Search, it shows that all of my tickets reside in the Other queue. Not sure what is wrong or how to fix that. Any suggestions? That is exceedingly odd. Was this an upgrade? If so, from what version? Are you using custom lifecycles at all? - Alex
[rt-users] Batch update user attributes
Is there a simple and easy way to update the privileged attribute of mutliple RT users at once? Thanks, Len. -- lenja...@jaffesystems.com 614-404-4214@lenjaffe Software Engineer, Founder Volunteerable http://www.volunteerable..com/, Host of Columbus Code Jam http://www.meetup.com/techlifecolumbus/ www.lenjaffe.com http://www.theycomewithcheese.com Perl Advent Planet http://www.lenjaffe.com/PerlAdventPlanet/ - Advent Calendars: Perlish and otherwise.
[rt-users] where to place my callback
using RT 4.0.17. I want to write a csallback to fire from lib/RT/Interface/Web.pm line 709: $m-callback( %$ARGS, CallbackName = 'ExternalAuthSuccessfulLogin', CallbackPage = '/autohandler' ); Where to I need to place the callback file and what to I need to name it? Are there any substantial docs? Len. -- lenja...@jaffesystems.com 614-404-4214@lenjaffe Software Engineer, Founder Volunteerable http://www.volunteerable..com/, Host of Columbus Code Jam http://www.meetup.com/techlifecolumbus/ www.lenjaffe.com http://www.theycomewithcheese.com Perl Advent Planet http://www.lenjaffe.com/PerlAdventPlanet/ - Advent Calendars: Perlish and otherwise.
Re: [rt-users] where to place my callback
On 10/23/13 3:51 PM, Len Jaffe wrote: using RT 4.0.17. I want to write a csallback to fire from lib/RT/Interface/Web.pm line 709: $m-callback( %$ARGS, CallbackName = 'ExternalAuthSuccessfulLogin', CallbackPage = '/autohandler' ); Where to I need to place the callback file and what to I need to name it? Are there any substantial docs? Look in the Callbacks section here: https://github.com/bestpractical/rt/blob/4.0/writing-rt-extensions-doc/docs/writing-extensions.pod
Re: [rt-users] TicketHistory slow on 4.2.0
On Wed, Oct 23, 2013 at 2:25 PM, Alex Vandiver ale...@bestpractical.comwrote: On Wed, 2013-10-23 at 13:47 -0400, Tod Detre wrote: I've had the mysql slow log on, but it does not show any slow queries. That is surprising to me, as the symptoms of first load is slow, successive ones are fast sounds like the MySQL query cache to me, as I'm not aware of any other caching layers in that area. I'd double-check your slow query log threshold and relevant settings. Sorry, about that I am seeing slow queries, but not for every time I see the slow history problem. Here is an example of the slow queries we're seeing: # User@Host: rt4[rt4] @ rt4.xxx.net [xxx.xxx.xxx.xxx] # Query_time: 0.040443 Lock_time: 0.000247 Rows_sent: 10 Rows_examined: 26134 SET timestamp=1382560324; SELECT DISTINCT main.* FROM Tickets main JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN Cache dGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.Disabled = '0' ) AND ( CachedGroupMembers_2.MemberId = '37' ) AND ( CachedGroupMembers_2.GroupI d = Groups_1.id ) WHERE ( ( ( main.Queue = '1' OR main.Queue = '1' OR main.Queue = '3' OR main.Queue = '4' OR main.Queue = '4' OR main.Queue = '5' OR main. Queue = '5' OR main.Queue = '6' OR main.Queue = '6' OR main.Queue = '7' OR main.Queue = '8' OR main.Queue = '9' OR main.Queue = '9' OR main.Queue = '10' OR m ain.Queue = '10' OR main.Queue = '11' OR main.Queue = '12' OR main.Queue = '13' OR main.Queue = '14' OR main.Queue = '15' OR main.Queue = '16' OR main.Queue = '17' OR main.Queue = '18' OR main.Queue = '19' OR main.Queue = '20' OR main.Queue = '21' OR main.Queue = '22' OR main.Queue = '23' OR main.Queue = '24' OR main.Queue = '25' OR main.Queue = '26' OR main.Queue = '27' OR main.Queue = '28' OR main.Queue = '29' OR main.Queue = '30' OR main.Queue = '31' OR main.Queue = '32' OR main.Queue = '33' OR main.Queue = '34' OR main.Queue = '35' OR main.Queue = '36' OR main.Queue = '37' OR main.Queue = '38' OR main.Queue = '39' OR main.Queue = '40' OR main.Queue = '41' OR main.Queue = '42' OR main.Queue = '43' OR main.Queue = '44' OR main.Queue = '45' OR main.Queue = '46' OR main.Queu e = '47' OR main.Queue = '48' OR main.Queue = '49' OR main.Queue = '50' OR main.Queue = '51' OR main.Queue = '52' OR main.Queue = '53' OR main.Queue = '54' O R main.Queue = '54' OR main.Queue = '56' OR main.Queue = '57' OR main.Queue = '58' OR main.Queue = '59' OR main.Queue = '60' OR main.Queue = '62' OR main.Que ue = '63' OR main.Queue = '64' OR main.Queue = '64' OR main.Queue = '64' OR main.Queue = '66' OR main.Queue = '68' OR main.Queue = '68' OR main.Queue = '70' OR main.Queue = '71' OR main.Queue = '71' OR main.Queue = '72' OR main.Queue = '73' OR main.Queue = '75' OR main.Queue = '76' OR main.Queue = '76' OR main.Qu eue = '77' OR main.Queue = '77' OR main.Queue = '78' OR main.Queue = '78' OR main.Queue = '79' OR main.Queue = '79' OR main.Queue = '80' OR main.Queue = '80' OR main.Queue = '81' OR main.Queue = '81' OR main.Queue = '82' OR main.Queue = '83' ) OR ( CachedGroupMembers_2.MemberId IS NOT NULL AND Groups_1.Name = ' Requestor' ) OR ( main.Owner = '37' ) ) ) AND (main.IsMerged IS NULL) AND (main.Status != 'deleted') AND (main.Type = 'ticket') AND (main.Priority '49' AND ( CASE WHEN main.Created BETWEEN '1969-12-31 11:59:59' AND '1970-01-01 12:00:01' THEN NULL ELSE main.Created END '2013-09-23 20:32:04' OR ( main.Stat us = 'new' OR main.Status = 'open' OR main.Status = 'stalled' ) ) ) ORDER BY main.Status ASC, main.Created DESC LIMIT 10; # Time: 131023 16:32:05 Another interesting point, the mobile site does not seem to have the same problem. Do you have any local customizations? We do have one customization. However even if I remove it and clear the mason cache, the problem persists. -- Tod
Re: [rt-users] where to place my callback
Thank you. That was the explanation I needed. Len. On Wed, Oct 23, 2013 at 4:11 PM, Jim Brandt jbra...@bestpractical.comwrote: On 10/23/13 3:51 PM, Len Jaffe wrote: using RT 4.0.17. I want to write a csallback to fire from lib/RT/Interface/Web.pm line 709: $m-callback( %$ARGS, CallbackName = 'ExternalAuthSuccessfulLogin', CallbackPage = '/autohandler' ); Where to I need to place the callback file and what to I need to name it? Are there any substantial docs? Look in the Callbacks section here: https://github.com/**bestpractical/rt/blob/4.0/** writing-rt-extensions-doc/**docs/writing-extensions.podhttps://github.com/bestpractical/rt/blob/4.0/writing-rt-extensions-doc/docs/writing-extensions.pod -- lenja...@jaffesystems.com 614-404-4214@lenjaffe Software Engineer, Founder Volunteerable http://www.volunteerable..com/, Host of Columbus Code Jam http://www.meetup.com/techlifecolumbus/ www.lenjaffe.com http://www.theycomewithcheese.com Perl Advent Planet http://www.lenjaffe.com/PerlAdventPlanet/ - Advent Calendars: Perlish and otherwise.
Re: [rt-users] CC emails not always being sent
Stephen, Did your notify scrip include others. Adding cc's requires that if they are not listed in the ticket or queue as cc. Kenn Sent from my Windows Phone -- From: Cena, Stephen (ext. 300) s...@qvii.com Sent: 10/23/2013 9:49 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] CC emails not always being sent We're having a small issue with our RT 4.0.18. Email seems to be flowing fine to Requestors and the Owners. However on two occasions, a manager wanted to include two other managers (neither of which have an account on this RT server). So he added their email addresses as CC's. Neither manager got the email. He did say when he made a Comment and not a Reply, that the managers could see it. Did I miss a permission setting somewhere, or what could be causing this. I will be upgraded to 4.2.0 (hopefully) by next month. I've done an upgrade with a test system saw some errors/warnings I didn't like. Thanks! Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 s...@qvii.com Thank you for helping us help you help us all. --For email related issues, please contact postmas...@qvii.com
Re: [rt-users] RT 4.2 - Error parse scrip with non-latin characters
This error in the Perl module Encode. With previous version 2.52 of Encode.pm RT work without errors -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-4-2-Error-parse-scrip-with-non-latin-characters-tp8p55606.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
