Re: [rt-users] rt-serializer and rt-importer

[Tim Gustafson]

I wanted to follow up with this and let you know that I was able to
get rt-serializer to finally complete by moving the installation to a
machine with considerably more RAM (12GB instead of 2GB).  The
serializer process maxed out at about 6.3GB of RAM while serializing
an 8GB database.  This is using RT 4.2.2 on FreeBSD 9.2 with Perl
5.16.3.

The serializer reported the following statistics when it finished:

Total object counts:
 1002902 RT::Transaction
  665796 RT::Attachment
  257818 RT::Group
  182643 RT::GroupMember
   62315 RT::Ticket
9027 RT::Attribute
8382 RT::User
4324 RT::Link
 988 RT::ObjectCustomFieldValue
 312 RT::CustomFieldValue
  38 RT::Queue
  30 RT::ObjectCustomField
  30 RT::CustomField

I'm going to try running the importer next, but I suspect that uses a
lot less RAM.

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A
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[rt-users] Scrip

[Bryon Baker]

Hello All
The question I have is timing on running a scrip.
I would like to have a scrip fire after a ticket has been updated through the 
web interface.
Example steps

1.   Ticket is open by incoming email

2.   RT responds to originator.

3.   Origination logs in and updates ticket.

4.   At this point I want to assign the ticket to an owner.

5.   Scrip will not fire anymore after assignment.

Thanks all for the help.

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  *  262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"

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Re: [rt-users] upgrade from 3.6 to 4 mysql upgrade error

[George Kelbley]

Thanks, this seems to have worked.  We use rt daily to handle user 
problems/requests, but we've let it get a little long in the tooth.


At this point I'm trying to figure out how long its going to take for us 
to upgrade.


thanks again!

On 3/6/14 9:39 AM, Kevin Falcone wrote:

CREATE UNIQUE INDEX Users1 ON Users (Name) ;

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Re: [rt-users] connecting correspondence to existing tickets

[Eleanor J. Evans [Panix Staff]]

On Wed, Mar 05, 2014 at 10:57:03AM -0500, Kevin Falcone wrote:
> You've described the workflow of RT-Extension-Nagios which you can
> probably steal code from.  Alternately, if you don't want to create
> the ticket and then merge it, you could use an override of
> ExtractTicketId to 'fake' the existence of RT's subject tag so that RT
> will just append to the existing ticket.
> Documentation for those methods will be in a later release, currently
> here:
> https://github.com/bestpractical/rt/commit/7addb5fbabc298fc4bf8565998d3c64b746826e1
> and it references another extension you can examine to see how it
> works.

Thank you, Kevin!  Super helpful, as always.


-- 
Eleanor J. Piglet Evans, e...@panix.com
Customer Support, (212) 741-4400
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Re: [rt-users] Bad URL formation after search a ticket

[Kevin Falcone]

On Thu, Mar 06, 2014 at 10:10:42AM +, GARCIA PEREZ, Alberto (Alberto)** CTR 
** wrote:
> I can't search tickets just with my admin user.

Great, that makes it clearer what the problem is.

> I have executed ./rt-attributes-viewer 4 (id=4)  and this is the output:
> 
>  'Format' => '\'HREF="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',
> \' HREF="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\',

There's your problem.

Delete from Attributes where id = 4;

and searches should start working.

-kevin


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[rt-users] RT Shredder and Assets

[Schincke, Keith]

I am doing some testing with Assets 1.0.

It is possible to shred assets or will I need to delete data from the RTxAssets 
and RTxCatalogs tables?

Keith Schincke
Data Systems Lead
keith.schin...@bcm.edu

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[rt-users] Disallowing ticket creation in a certain queue from SelfService

[Tim Wilson]

We have two queues in RT. All email-generated tickets go into General, and
we maintain a separate Repair queue for our repair department. Tickets are
created in that queue only by tech staff.

How can we prevent the Repair queue from appearing in the list of available
queues in the SelfService interface for unprivileged users?

-Tim

-- 
Tim Wilson
Twin Cities, Minnesota, USA
online: timwilson.info  ph: 763.515.4960
-- 
RT Training London, March 19-20 and Dallas May 20-21
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Re: [rt-users] upgrade from 3.6 to 4 mysql upgrade error

[Kevin Falcone]

On Wed, Mar 05, 2014 at 01:47:42PM -0700, George Kelbley wrote:
> 
> ERROR 1062 (23000) at line 220: Duplicate entry '' for key 'Users1'
> 
> This problem appears in some other postings on the list, but I'm not
> sure how to proceed.  If its caused by
> a bad ticket, (this database was started in 1997!),  maybe I can
> shred the ticket(s) in question, but version 3.6
> does not support shredding if I'm reading things correctly.

I believe I've answered this before, but as I can't trivially find the
message, I'll recreate it here.

What has happened is that your Users table contains some users whose
Users.Name contain invalid characters and so when they're transformed
into UTF8 there is no valid mapping and they collapse to ''.
Once there are two of those, you validate the unique index on Name.

So, to proceed.
SHOW CREATE TABLE Users; # confirm that Users1 is the Unique index
drop index Users1 on Users;
copy/paste the last ALTER TABLE statement from queries.sql and
rerun it (or create a new file containing only the last statement and
run it).
select * from Users where Name = '';
marvel at the encoding failures
update Users set Name = CONCAT('SPAMUSER-',id) where Name = '';
tweak SPAMUSER as you desire
CREATE UNIQUE INDEX Users1 ON Users (Name) ;

Generally, once I know that I have a data set with a failure like
this, I rework my upgrade to do

drop index;
mysql -uroot -p < queries.sql
update;
create index;

I'll look into adding some part of this to UPGRADING.mysql

-kevin


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Re: [rt-users] Are stepwise RT upgrades necessary

[Max McGrath]

You are able to jump.  During an upgrade, the script will ask what version
you are currently at, and what version you want to go to.

--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgr...@carthage.edu


On Thu, Mar 6, 2014 at 10:34 AM, Tim Wilson wrote:

> We're running RT 4.0 on our production server. Is it necessary to upgrade
> to each point release to get to 4.0.3, or can we go from 4.0 --> 4.0.3 in
> one step?
>
> -Tim
>
> --
> Tim Wilson
> Twin Cities, Minnesota, USA
> online: timwilson.info  ph: 763.515.4960
>
> --
> RT Training London, March 19-20 and Dallas May 20-21
> http://bestpractical.com/training
>
-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training

[rt-users] Are stepwise RT upgrades necessary

[Tim Wilson]

We're running RT 4.0 on our production server. Is it necessary to upgrade
to each point release to get to 4.0.3, or can we go from 4.0 --> 4.0.3 in
one step?

-Tim

-- 
Tim Wilson
Twin Cities, Minnesota, USA
online: timwilson.info  ph: 763.515.4960
-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training

[rt-users] New UX for RT: REST 2.0, json, and what?

[akos . torok]

Hi All,

This is some kind of request for comment. Please, feel free to give us
advice, support, ideas. If you have similar effort, if you know any
solution that makes this problems causeless, let us know please!

Thanks,

Ákos

You can find this (and comment and contribure) here:
http://requesttracker.wikia.com/wiki/RT_new_UX

Goal in terms of real life:
==
Keep RT alive as a competitive system in 2014.
We like RT, we have a lot of competency related to RT, but our clients
require such UX as FBook, gmail, etc. They want
http://en.wikipedia.org/wiki/Single-page_application

Goal in terms of development:
==
We are going to develope a brand new user interface - in v1.0 just for the
most popular pages. Our goals are:
- server side: let us use RT as a stable, secure, safe, functuon rich
server side system,
- user side: "click as few as it possible", few page reload, simple,
towards to single page app.

User functions
==
We are going to create a limited functionality in v1.0:
- login
- Dashboards (including: home page)
- One page Display.html: that means Display.html is combined with
Update.htm and all the standard and custom fields user actions. User can do
all the actions on the same web page without navigation away: user can see
the history, add comment, edit fields. No transaction CFs supported in the
v1.0.
- Results (new ajax grid, table). I mean: user can filter, sort the rows,
and maybe edit the results list's fields. Without clicking away from the
page.
- Create new ticket

Architecture overview:

Our architecture vision is so simple:
RT <-> REST v2.0 <-> JSON <-> client's browser

REST v2.0

We are going to extend the REST API. We create new functions and replace
the old ones, since we are going to use JSON.

In client's browser
=
We have no idea which framework or solution is the best, we never used any
of them. Every help is appreciated.

Thanks for any comment!
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Re: [rt-users] Bad URL formation after search a ticket

[GARCIA PEREZ, Alberto (Alberto)** CTR **]

I can't search tickets just with my admin user.
I have executed ./rt-attributes-viewer 4 (id=4)  and this is the output:

Content of attribute #4: $VAR1 = {
  'ContentType' => 'storable',
  'Content' => {
 'Order' => 'ASC|ASC|ASC|ASC',
 'OrderBy' => 'id',
 'Format' => '\'   __id__/TITLE:#\',
\'__Subject__/TITLE:Subject\',
\'__Status__\',
\'__QueueName__\',
\'__OwnerName__\',
\'__Priority__\',
\'__NEWLINE__\',
\'\',
\'__Requestors__\',
\'__CreatedRelative__\',
\'__ToldRelative__\',
\'__LastUpdatedRelative__\',
\'__TimeLeft__\'',
 'RowsPerPage' => '100'
   },
  'Description' => undef,
  'Name' => 'Pref-SearchDisplay',
  'ObjectId' => '22',
  'ObjectType' => 'RT::User'
};

Thanks and Regards


Alberto García Pérez
alberto.garcia_pe...@alcatel-lucent.com
UCM TEAM

-Mensaje original-
De: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Kevin Falcone
Enviado el: miércoles, 05 de marzo de 2014 21:51
Para: rt-users@lists.bestpractical.com
Asunto: Re: [rt-users] Bad URL formation after search a ticket

On Wed, Mar 05, 2014 at 09:43:13AM +, GARCIA PEREZ, Alberto (Alberto)** CTR 
** wrote:
> My old RT use also /rt/
> It happens in every search I try.
> This is my DefaultSearchFormat result:
> 
> '
>\' HREF="__WebPath__/Ticket/Display.html?id=__id__">__id__/TITLE:#\',
>\' HREF="__WebPath__/Ticket/Display.html?id=__id__">__Subject__/T
> ITLE:Subject\',

This looks correct.  You didn't answer if this is only you or if it's any and 
all users, but one last thing you can check is your personal search 
preferences.  Go look in the database and find the id of the row in the 
Attributes table with a Name of Pref-SearchDisplay and Creator of your user id. 
 Take that id and run rt-attributes-viewer id and show it.

-kevin
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