[rt-users] RT Mailgate question

[Jeevan]

Hi there,

When I first started working on Request Tracker, the concept was simple
cause I was working in a local environment where a mail message would be
sent directly to a predefined RT queue e.g. que...@rt.example.com or just
queue1. However, now I want to do something like this in which a ticket is
created by sending an email to a Gmail account, the RT-Mailgate reads the
account and creates the ticket. I am using Sendmail and relaying everything
to a mailserver located within my network. Any thoughts or insights would be
much appreciated. Please and thank you!


Best regards,
Jeevan



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Re: [rt-users] Slow Query on RT 4.2.4 after upgrade from 4.0

[Rabin Yasharzadehe]

>From RT Wiki: FAQ Page In most case it's a problem with User/Groups rights
that makes too much users appears in the select owner dropdown. If this
dropdown seems to contains more than wanted people, then check everywhere
(Global rights/ Queue rights) in RT rights to see if OwnTicket right is not
granted to Everyone, Unprivileged or a group that shouldn't have this right
and contains many people. You can also run the following SQL query on the
RT database to find each objects that grant OwnTicket:

SELECT  *
FROM  ACL
where 
RightName='OwnTicket';

 e.g:


   1.
   mysql> SELECT
 * FROM
 ACL where

RightName='OwnTicket';
   2.
   3. 
+-+---+-+---++--+-+-+---+-+
   4. | id  | PrincipalType | PrincipalId | RightName | ObjectType |
ObjectId | Creator | Created | LastUpdatedBy | LastUpdated
|
   5. 
+-+---+-+---++--+-+-+---+-+
   6. | 316 | Group |  50 | OwnTicket | RT::Queue  |
 1 |   0 | NULL

| 0 | NULL

|
   7. ..
   8. ..
   9.
   ..
   10. | 557 | Group |  50 | OwnTicket | RT::Queue  |
 27 |  12 | 2012-06-03 13:07:19 |12 | 2012-06-03
13:07:19 |
   11. | 669 | AdminCc   |  271319 | OwnTicket | RT::Queue  |
 28 |  12 | 2012-06-03 14:06:24 |12 | 2012-06-03
14:06:24 |
   12. | 723 | Owner |  271321 | OwnTicket | RT::Queue  |
 28 |  12 | 2012-06-03 14:06:24 |12 | 2012-06-03
14:06:24 |
   13. | 911 | Group |  349063 | OwnTicket | RT::Queue  |
 33 |  12 | 2013-02-26 10:57:44 |12 | 2013-02-26
10:57:44 |
   14. 
+-+---+-+---++--+-+-+---+-+

 Here OwnTicket is granted to Owner on queue "28". Check this on the UI:
https://rt/Admin/Queues/GroupRights.html?id=28


I also found that adding index to several more
tableswill
speed up shredder as well,




--
Rabin


On Fri, May 23, 2014 at 7:11 PM, Patrick Muldoon  wrote:

> Recently upgraded from 4.0 to 4.2 and have noticed that we are now getting
> slow queries on pretty much all ticket history queries.   I ’ve been
> reading the list and attempting to google but I cannot seem to figure out
> what the cause is.
>
> This RT database started life 11 years ago and has been dragged along from
> upgrade to upgrade and this is the first time we’ve run into any real
> issue.   I’ve compared our Schema with a freshly installed version of 4.2
> and don’t see any indexes missing, or anything along those lines.
>
> I think that it has something to do with the way either have groups setup,
> or permissions, since if I make my account an admin/super user all the
> queries are super fast..
>
> We are running on postgresql 9.3.4
>
> here is the query that is causing us issues..
>
> SQL(20.280673s):
>
> SELECT COUNT(DISTINCT main.id)
>   FROM Tickets main
>   JOIN Groups Groups_1  ON ( LOWER(Groups_1.Domain) = 'rt::ticket-role' )
> AND ( LOWER(Groups_1.Name) = 'requestor' ) AND ( Groups_1.Instance =
> main.id )
>   JOIN Groups Groups_3  ON ( LOWER(Groups_3.Domain) = 'rt::ticket-role' )
> AND ( Groups_3.Instance = main.id )
>   JOIN CachedGroupMembers CachedGroupMembers_2  ON (
> CachedGroupMembers_2.Disabled = '0' ) AND ( CachedGroupMembers_2.GroupId =
> Groups_1.id )
>   LEFT JOIN CachedGroupMembers CachedGroupMembers_4  ON (
> CachedGroupMembers_4.Disabled = '0' ) AND ( CachedGroupMembers_4.MemberId =
> '22' ) AND ( CachedGroupMembers_4.GroupId = Groups_3.id )
>   WHERE (
>   (
>( main.Queue = '1' OR main.Queue = '4' OR main.Queue = '5' )  OR
>( main.Owner = '22' AND main.Queue = '2' )  OR
>( CachedGroupMembers_4.MemberId IS NOT NULL AND
> LOWER(Groups_3.Name) = 'admincc' AND main.Queue = '2' )
>   )
> )
> AND (main.IsMerged IS NULL)
> AND (main.Status != 'deleted')
> AND (main.Type = 'ticket')
> AND (
>   ( CachedGroupMembers_2.MemberId = '364' )  AND
>   ( LOWER(main.Status) = 'new' OR LOWER(main.Status) = 'open'
> OR LOWER(main.Status) = 'stalled' )
> )
>
>
> And then the nex

[rt-users] Ticket Updates only for Comments/Correspondence

[Richard McMahon]

Hello,

In order to identify activity we have a series of dashboards that use 
constraints like:


updated < last week; updated < last month; Updated > '-4 weeks'

This is getting cluttered up with minor transactions like e.g.

Reference by Ticket  
Member ticket XXX added
Dependency by ticket  added

We would like to only list tickets where there has been a significant 
updat ie


comment or corresponce in the time window.


From a query point of view it would be useful to have


Last updated option that only included Comments and/or Correspondence
transactions.

ie
Last Comment
Last Correspondence

Comments or pointers appreciated.

Regards Richard

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