[rt-users] Moving a database to articles

2014-05-12 Thread IT Guy 
I have an old database that I'd love to move over to RT Articles. I have RT
running and a queue set up to receive the old database articles in HTML
format (I'll parse them with my own code to make things easier there).
However, I have not been able to find a way to move custom fields in tickets
to custom fields in articles. Another issue is doing this with the 2600-odd
articles I'm trying to move over. To do this manually would simply be a
waste of time. Is anyone familiar with functions like this or tried to do
this in the past? 

Any help would be much appreciated. I'm willing to answer any questions
necessary to get this thing working. 

Thanks,

IT Guy



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Re: [rt-users] Config setting

2014-05-12 Thread Kevin Falcone 
On Fri, May 09, 2014 at 06:06:43PM -0400, Joe Kirby wrote:
>I am experiencing rather poor performance when I try to open a ticket. We 
> are also seeing
>search results paint the screen very slowly in chunks.
>My sys admins do not see anything in the system or db indicating why this 
> would be. We have
>observed a large number for our transactions (6,403,137) and groups 
> (1,830,636)
>I noticed that a line in my config, which is not in my test system, that I 
> cannot understand
>what it may want me to do.
>Any suggestions very welcomed.
>Thank You
>Joe
>It is
> 
> QueueCacheNeedsUpdate   '1399672643'

This is not part of your config, if you read the name of the box it is
in on the System Configuration page, it is a Global Attribute.  It
tells RT when to flush the cache of Queues that a user sees (because
something has changed).

I find it doubtful that this is relevant to your performance problems.

Your admins can turn on StatementLog by setting it to 1 and looking
in the web UI to get a sense of what queries are running on particular
pages.  They can also enable MasonX::Profiler as documented in
RT_Config.pm to see what parts of a page are specifically slow.

Both of these should be done on a development server.

-kevin


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Re: [rt-users] Oracle Migration

2014-05-12 Thread Kevin Falcone 
On Mon, May 12, 2014 at 12:21:19PM +, Iain Vowles wrote:
>We are planning an upgrade of RT from version 3.6.5 to 4.2.4. At the same 
> time we are planning
>on upgrading from MySQL to Oracle version 11.2.4.  I know that it can be 
> accomplished using
>SQL Developer's migration wizard.   Has anyone done the Oracle migration? 
> If so, did you
>encounter any issues?

There are actually tools for this in 4.2, rt-serializer and
rt-importer.  You can find their documentation on
http://docs.bestpractical.com

If you use an oracle tool, there are data conversions that need to
happen and I have no idea if they would work properly, and I would be
reluctant to support a conversion done with an untested tool.

-kevin


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Re: [rt-users] Mail and set prio?

2014-05-12 Thread Kevin Falcone 
On Mon, May 12, 2014 at 02:02:17PM +0200, Emmanuel Lacour wrote:
> On Mon, May 12, 2014 at 11:19:12AM +, Martin Petersson wrote:
> >Hello,
> >I wonder if there�s a way to set the priority in the mail when sending 
> > the
> >mail to RT?�
> > 
> 
> 
> It depends on which condition should trigger the priority.
> 
> If you wan't to set the priority with a keyword in the body, use:
> RT::Extension::CommandByMail.
> 
> If you wan't to set the priority in a queue for every emails to this
> queue, you may use the Priority field's in the queue configuration (see
> alos: http://requesttracker.wikia.com/wiki/Priority).
> 
> Else you can write a custom scrip that allows to do anything in this
> area ;)

There's also this extension
https://metacpan.org/source/TSIBLEY/RT-Action-SetPriorityFromHeader-0.01/README

-kevin


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[rt-users] Oracle Migration

2014-05-12 Thread Iain Vowles 
Hi,

We are planning an upgrade of RT from version 3.6.5 to 4.2.4. At the same time 
we are planning on upgrading from MySQL to Oracle version 11.2.4.  I know that 
it can be accomplished using SQL Developer's migration wizard.   Has anyone 
done the Oracle migration? If so, did you encounter any issues?

Thanks in Advance,

Iain Vowles

Iain Vowles
Senior Analyst
Development & Alumni Relations
McGill University
1555 rue Peel Suite 900 Room 937
Montréal, QC  H3A 3L8

Tel: 514-398-8098

Email: iain.vow...@mcgill.ca

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Re: [rt-users] Mail and set prio?

2014-05-12 Thread Emmanuel Lacour 
On Mon, May 12, 2014 at 11:19:12AM +, Martin Petersson wrote:
>Hello,
>I wonder if there´s a way to set the priority in the mail when sending the
>mail to RT? 
> 


It depends on which condition should trigger the priority.

If you wan't to set the priority with a keyword in the body, use:
RT::Extension::CommandByMail.

If you wan't to set the priority in a queue for every emails to this
queue, you may use the Priority field's in the queue configuration (see
alos: http://requesttracker.wikia.com/wiki/Priority).

Else you can write a custom scrip that allows to do anything in this
area ;)

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[rt-users] Mail and set prio?

2014-05-12 Thread Martin Petersson 
Hello,

I wonder if there´s a way to set the priority in the mail when sending the mail 
to RT?




Martin Petersson
IT-Konsult

+46 (0)522 980 28, mar...@uanet.se, www.uanet.se
Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095

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