Re: [rt-users] save addresses on tickets
Am 12.12.2014 um 13:33 schrieb Alex Peters: Do you have the option of using a multi-line custom field and writing one address per line? As far as I can see, that's the only really sane way to store multiple free-form values per ticket. I recently got the info from my users that we also need to group by address (Charts), so this isn't possible with you suggestion. This is a bit dirtier, but could you create an Address queue, an Address ticket for each address and then just link the other tickets to the Address tickets as needed? This would at least make searching for tickets by address very easy. Interesting idea. I currently investigate if your above solution fits better or if I create a new Address object which I can link to tickets. This requires more coding but would be the cleaner solution. On 27 November 2014 at 21:29, Christian Loos cl...@netcologne.de mailto:cl...@netcologne.de wrote: Hi, has anyone made a local modification to save addresses on tickets? I'm looking for ideas how to implement this. Our requirements: * multiple addresses per ticket * address types (postal, installation) * search tickets by address We currently use CustomFields (Street, City, ZIP), but can't save more than one address per ticket with this. Chris
[rt-users] Any webinars that exist showing the articles functionality in RT?
As the subject line says, I'd love to see any recordings of how people utilize the Articles functionality in RT. This was previously RTFM. I am currently running 3.8.10, and am not able to do an upgrade right now. I installed RTFM and fiddled around with it, but I can't really see a fluid use of it, and I'm thinking I'm just simply missing the point... or thinking it should be doing something that it doesn't. Anyway, if anyone knows of a webinar, or demo of that portion of RT, could you point me in the right direction? I have a very hard time web searching for RT related content with the term articles, and well RTFM just brings up what I want to tell people when they submit tickets to RT :P Youtube has a handful of videos that are useful, but none that I've watched so far (I've watched 1/2 of the 24 video playlist that pops up when searching) Thanks! Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca
Re: [rt-users] Fw: slow query on RT 4.2.9 with postgres
On 12/31/2014 11:58 AM, Mark Szidik wrote: I just upgraded from 4.0.7 to 4.2.9 and I am running to some very slow page loads that were not an issue with the old version of RT. When simply requesting the new search page (/Search/Build.html?NewQuery=1 https://rt.mcls.org/Search/Build.html?NewQuery=1) it takes about 20 seconds to load the page. PostgreSQL (version 9.3.5) logs this slow query. LOG: duration: 20985.257 ms execute unnamed: SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_3 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN CachedGroupMembers CachedGroupMembers_4 ON ( CachedGroupMembers_4.MemberId = Principals_1.id ) WHERE ((ACL_3.ObjectType = 'RT::Queue') OR (ACL_3.ObjectType = 'RT::System' AND ACL_3.ObjectId = 1)) AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) AND (ACL_3.PrincipalType = 'Group') AND (ACL_3.RightName = 'OwnTicket' OR ACL_3.RightName = 'SuperUser') AND (CachedGroupMembers_2.Disabled = '0') AND (CachedGroupMembers_2.GroupId = '4') AND (CachedGroupMembers_4.Disabled = '0') AND (Principals_1.Disabled = '0') AND (Principals_1.PrincipalType = 'User') AND (Principals_1.id != '1') ORDER BY main.Name ASC this (slow) query also shows up when look at the Display/Basics/People/Jumbo tabs of a ticket in the general queue, but not in other queues. How many users have the OwnTicket right in the General queue? Have you run VACUUM ANALYZE since the upgrade? - Alex
Re: [rt-users] Any webinars that exist showing the articles functionality in RT?
On 01/05/2015 09:59 AM, Mike Johnson wrote: I am currently running 3.8.10, and am not able to do an upgrade right now. This is your reminder that 3.8.10 has published security vulnerabilities in it, including SQL injection and arbitrary execution of code. I hope you have, at least, installed the security patches we've released. But upgrading to 3.8.17 (which is still unsupported, but at least has no published vulnerabilities) would be mostly equivalent to doing so. Upgrading within a stable series is meant to be painless. I installed RTFM and fiddled around with it, but I can't really see a fluid use of it, and I'm thinking I'm just simply missing the point... or thinking it should be doing something that it doesn't. Anyway, if anyone knows of a webinar, or demo of that portion of RT, could you point me in the right direction? We don't have any published webinars. However, the documentation in http://docs.bestpractical.com/customizing/articles_introduction.html applies as much to RTFM as it does to Articles. - Alex
Re: [rt-users] Any webinars that exist showing the articles functionality in RT?
I highly recommend attending the RT training seminars! After using RT for over 12 years I finally went to one and loved it, looking forward to another one or perhaps bringing them onsite to do group training at my company. http://bestpractical.com/services/training.html We are just now starting to use the Articles functionality. So far, I only use it for ‘recipes’ on how to do things (e.g. how to add an iSCSI volume to Solaris). This is because (unlike tickets) you can change the text in Articles as the recipe changes (e.g. learn new things to do, commands change slightly with new versions of the OS, etc) - Brent From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Mike Johnson Sent: Monday, January 05, 2015 10:00 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Any webinars that exist showing the articles functionality in RT? As the subject line says, I'd love to see any recordings of how people utilize the Articles functionality in RT. This was previously RTFM. I am currently running 3.8.10, and am not able to do an upgrade right now. I installed RTFM and fiddled around with it, but I can't really see a fluid use of it, and I'm thinking I'm just simply missing the point... or thinking it should be doing something that it doesn't. Anyway, if anyone knows of a webinar, or demo of that portion of RT, could you point me in the right direction? I have a very hard time web searching for RT related content with the term articles, and well RTFM just brings up what I want to tell people when they submit tickets to RT :P Youtube has a handful of videos that are useful, but none that I've watched so far (I've watched 1/2 of the 24 video playlist that pops up when searching) Thanks! Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.camailto:mike.john...@nosm.ca
