[rt-users] RT 4.2 - Use of localtime without parentheses is ambiguous
I was getting the same warning as the following rt-devel post which I found online - though I'm not subscribed to so I'm posting my fix here instead. http://lists.bestpractical.com/pipermail/rt-devel/2015-July/012362.html [warning]: Warning: Use of localtime without parentheses is ambiguous at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 526. Correction is to edit Email.pm and where it has localtime, use localtime() instead. Cursory search online for perl localtime shows examples with correct syntax. Note: Am working in RT 4.2.11 Thanks, Dominic
Re: [rt-users] Filtering watcher emails
Do I have to add the RT-Owner header to a template? I'm not seeing it in my messages right now. Thanks, - Dominic Matthew Isaacs wrote: There should be an RT-Owner header. I use a procmail rule to grab messages with my ID in that header and deliver to a special folder. The one issue with this is that change-owner notifications do not seem to have this header, so the filter doesn't catch those, but one could easily create another filter for this, I just haven't had the time. Raed El-Hames wrote: Dominic; Your best option (as far as I know) is to create a new template for the owner related scrips and then modify the subject line to suggest its for the owner. Regards; Roy Dominic Lepiane wrote: Dear RT Users, We've got RT 3.8.3 and we're wondering if it is possible to differentiate between emails received as a queue watcher versus emails received as a ticket owner. Right now, there's nothing I can see in the email headers (or message) that I can filter on. Does anyone have any suggestions? Thanks in advance, ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Filtering watcher emails
Dear RT Users, We've got RT 3.8.3 and we're wondering if it is possible to differentiate between emails received as a queue watcher versus emails received as a ticket owner. Right now, there's nothing I can see in the email headers (or message) that I can filter on. Does anyone have any suggestions? Thanks in advance, -- Dominic Lepiane Network Administrator Point Grey Research You've got to take the bitter with the sour. - Samuel Goldwyn ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Email copies of replies to senders
Hi Ken, Thanks for your reply, I think that's what we are looking for. When I took another look in the mailing list archives, I saw mention of this being added as a user setting / preference in an email from 2005. We couldn't find any such setting in 3.8.3, is this feature available somewhere? http://lists.bestpractical.com/pipermail/rt-users/2005-November/035022.html /// With the notify actor setting of 0, RT won't send mail to the 'actor' - // the thinking is that you've made the update so you don't need to be notified // of the update. You can, of course change the setting to 1 in which case you // will get the mail. Does that answer your question? // // This has caused confusion for some of our users who aren't aware of this // feature and expect to see mail. We are about to introduce a user preference // that controls this so that the individual can choose what behavior they // want. // // Steve // / Thanks, - Dominic Ken Crocker wrote: Dominic, RT doesn't normally notify the initiator of a transaction, as it would be redundant (plus there is a record of the reply in the ticket history). However, if that is what you want, you need to turn on the Notify Actor setting in your RT_SiteConfig.pm file located at $RTHOME/etc. Hope this helps. Kenn LBNL On 6/11/2009 12:44 PM, Dominic Lepiane wrote: Hi rt-users, I'm not sure where to look for this and I couldn't find where in the config or preferences this can be done, but is is possible to have replies sent to the replying person? So if I reply to a ticket, I would get a copy of my own reply as well as the other people? Thanks, - Dominic ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Email copies of replies to senders
Hi rt-users, I'm not sure where to look for this and I couldn't find where in the config or preferences this can be done, but is is possible to have replies sent to the replying person? So if I reply to a ticket, I would get a copy of my own reply as well as the other people? Thanks, - Dominic ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Binary files broken since upgrade to RT 3.8
This worked fine for us in the end. Did a select on the Content from the restored old database, and then just updated the Content in the corresponding row in the new database. We also have similar problems with other fields, like Headers, where there is any unicode / extended acsii characters (diacritics or Asian characters) and these fields are fixed in the same way. Thank all for your help, - Dominic Dominic Lepiane wrote: Thanks, it looks like this might work. We basically have a script which selects the data out of the 3.6 db and then update the corresponding row in the 3.8 db and so far I'm getting better results. Thanks, - Dominic Aaron Guise wrote: Hi, I too had a similar problem. I inherited our RT System from an earlier administrator whom didn't complete some step correctly earlier in the life of the system. We were going from 3.6.5 to 3.8.0 and all worked fine. Since then to enable some plugins I attempted to update to 3.8.2. I did use --default-character-set=binary on mysqldump and completed all of the upgrade steps as per UPGRADING.mysql but upon browsing the newly updated RT System to my surprise all the binary attachments had been corrupted as you are mentioning. To get around this I created a couple of perl scripts. 1. Pulls all attachments out of the functioning database (Pre-Upgrade) and dumps them to the filesystem 2. Inserts all attachments back into the newly updated schema. This approach worked for me, I was then able to use 3.8.2 without any trouble at all. *Regards,* *Aaron Guise * ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Binary files broken since upgrade to RT 3.8
Thanks, it looks like this might work. We basically have a script which selects the data out of the 3.6 db and then update the corresponding row in the 3.8 db and so far I'm getting better results. Thanks, - Dominic Aaron Guise wrote: Hi, I too had a similar problem. I inherited our RT System from an earlier administrator whom didn't complete some step correctly earlier in the life of the system. We were going from 3.6.5 to 3.8.0 and all worked fine. Since then to enable some plugins I attempted to update to 3.8.2. I did use --default-character-set=binary on mysqldump and completed all of the upgrade steps as per UPGRADING.mysql but upon browsing the newly updated RT System to my surprise all the binary attachments had been corrupted as you are mentioning. To get around this I created a couple of perl scripts. 1. Pulls all attachments out of the functioning database (Pre-Upgrade) and dumps them to the filesystem 2. Inserts all attachments back into the newly updated schema. This approach worked for me, I was then able to use 3.8.2 without any trouble at all. *Regards,* *Aaron Guise * ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Binary files broken since upgrade to RT 3.8
Dear RT users, I am trying to get our RT installation moved from RT 3.6.6 to 3.8.3. I've tried following the upgrade steps in the UPGRADING.mysql and the README files as diligently as I can. The DBMS is MySQL 5.0.45. I updated all the perl modules... When I try the new version, everything coming in works okay, but all the old binary attachments are broken, in truth, anything other than regular ascii is mangled (e.g. diacritical marks like é, ô, ç etc). If I try to open an image, it says The image http://rt/Ticket/Attachment/672/883/spots1.bmpcannot be displayed, because it contains errors.. Clearly I've either missed something or something has to be done to convert this data. If I convert the Content column back to longtext from longblob, then the binary data works again. Please advise what can I do to get the data into the new table schema. Thanks, - Dominic ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Binary files broken since upgrade to RT 3.8
ascii NULL DEFAULT NULL; ALTER TABLE Scrips DEFAULT CHARACTER SET utf8, MODIFY Stage VARBINARY(32) NULL DEFAULT NULL; ALTER TABLE Scrips MODIFY Stage VARCHAR(32) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE sessions DEFAULT CHARACTER SET utf8, MODIFY id VARBINARY(32) NOT NULL DEFAULT '', MODIFY a_session LONGBLOB NULL DEFAULT NULL; ALTER TABLE Templates DEFAULT CHARACTER SET utf8, MODIFY Type VARBINARY(16) NULL DEFAULT NULL, MODIFY Language VARBINARY(16) NULL DEFAULT NULL; ALTER TABLE Templates MODIFY Type VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY Language VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY Content TEXT CHARACTER SET utf8 NULL DEFAULT NULL; ALTER TABLE Tickets DEFAULT CHARACTER SET utf8, MODIFY Status VARBINARY(10) NULL DEFAULT NULL, MODIFY Type VARBINARY(16) NULL DEFAULT NULL; ALTER TABLE Tickets MODIFY Status VARCHAR(10) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY Type VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL; ALTER TABLE Transactions DEFAULT CHARACTER SET utf8, MODIFY Field VARBINARY(40) NULL DEFAULT NULL, MODIFY Type VARBINARY(20) NULL DEFAULT NULL, MODIFY ReferenceType VARBINARY(255) NULL DEFAULT NULL, MODIFY ObjectType VARBINARY(64) NOT NULL DEFAULT ''; ALTER TABLE Transactions MODIFY Field VARCHAR(40) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY Type VARCHAR(20) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY ReferenceType VARCHAR(255) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY ObjectType VARCHAR(64) CHARACTER SET ascii NOT NULL DEFAULT ''; ALTER TABLE Users DEFAULT CHARACTER SET utf8, MODIFY WebEncoding VARBINARY(16) NULL DEFAULT NULL, MODIFY PGPKey BLOB NULL DEFAULT NULL, MODIFY Password VARBINARY(40) NULL DEFAULT NULL, MODIFY Timezone VARBINARY(50) NULL DEFAULT NULL, MODIFY EmailAddress VARBINARY(120) NULL DEFAULT NULL, MODIFY EmailEncoding VARBINARY(16) NULL DEFAULT NULL, MODIFY Lang VARBINARY(16) NULL DEFAULT NULL; ALTER TABLE Users MODIFY WebEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY Comments TEXT CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Timezone VARCHAR(50) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY FreeformContactInfo TEXT CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY EmailAddress VARCHAR(120) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY EmailEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY Signature TEXT CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Lang VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL; jmose...@corp.xanadoo.com wrote: Did you apply the schema updates as indicated in steps 4-6 of UPGRADING.mysql? James Moseley Dominic Lepiane dominic.lepi...@ptgrey.com wrote: Dear RT users, I am trying to get our RT installation moved from RT 3.6.6 to 3.8.3. I've tried following the upgrade steps in the UPGRADING.mysql and the README files as diligently as I can. The DBMS is MySQL 5.0.45. I updated all the perl modules... When I try the new version, everything coming in works okay, but all the old binary attachments are broken, in truth, anything other than regular ascii is mangled (e.g. diacritical marks like é, ô, ç etc). If I try to open an image, it says The image http://rt/Ticket/Attachment/672/883/spots1.bmpcannot be displayed, because it contains errors.. Clearly I've either missed something or something has to be done to convert this data. If I convert the Content column back to longtext from longblob, then the binary data works again. Please advise what can I do to get the data into the new table schema. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Binary files broken since upgrade to RT 3.8
Hi, I'm not too clear what you mean. In creating the test system, I did backup restore the db. But I built a 3.6.6 system and then tested the upgrade from that database. So I stopped Apache and Postfix, removed the old /opt/rt3 folder, make install to get the new 3.8 files, and then followed the upgrade instructions including the rt-setup-database and upgrade-mysql-schema.pl scripts. At this point, I'm simply trying to get a handful of binary attachments working with a simple script to spit out the image entirely independent of RT. So I'm doing this: mysqldump --default-character-set=binary --compact -c -t -q -Q -w TransactionId 2500 AND ContentType=\image/bmp\ -u root rt3 Attachments /data/attachments-dump4.sql mysql --default-character-set=binary -u root rttest attachments-dump4.sql As you can sortof see, I'm trying to dump a couple attachments from the 3.6.6 rt3 database which contain image/bmp data and then restoring to the test database. I have a couple PHP scripts which simply spit out the ContentType as the Content-type header first and then echo the Content second. And it looks to me like the data coming out of the rttest database still is broken. However, I know that if I push new tickets in to the upgraded RT 3.8.3, those images do come out good the same as the old data does under 3.6.6. I must still be confused or missing something though, what do I do now? Thanks, - Dominic Ruslan Zakirov wrote: I believe you used backuprestore of original production DB, didn't you? In this case you probably mangled data on load. Use --default-character-set=binary on mysqldump and later on mysql load. This only required for not upgraded DBs, after proper upgrade you don't need this option. On Wed, Jun 3, 2009 at 12:55 AM, Dominic Lepiane dominic.lepi...@ptgrey.com wrote: Dear RT users, I am trying to get our RT installation moved from RT 3.6.6 to 3.8.3. I've tried following the upgrade steps in the UPGRADING.mysql and the README files as diligently as I can. The DBMS is MySQL 5.0.45. I updated all the perl modules... When I try the new version, everything coming in works okay, but all the old binary attachments are broken, in truth, anything other than regular ascii is mangled (e.g. diacritical marks like é, ô, ç etc). If I try to open an image, it says The image http://rt/Ticket/Attachment/672/883/spots1.bmpcannot be displayed, because it contains errors.. Clearly I've either missed something or something has to be done to convert this data. If I convert the Content column back to longtext from longblob, then the binary data works again. Please advise what can I do to get the data into the new table schema. Thanks, - Dominic ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT web and email interface not working
Dear list, I'm not too sure what happened with RT but the machine it is being run on had hung this morning so everything was killed and the system rebooted. Now, neither the web interface nor the email interface work. If I restart apache, it seems to start fine. And we've got RT configured as a virtual host (config included below) and all the other virtual hosts (including bugzilla) are fine. But, when I try to got to the front-page for our RT site (http://rt/), then it pops up saying that the file blank is of type httpd/unix-directory. If I try to load a specific ticket then I get a blank page. I couldn't find anything on the httpd logs. The mail server (postfix) is configured to dump mail into a procmail script which pushed mail in to the various queues. But, when an email comes in, right now RT just generates an error: The RT server which handled your email did not behave as expected. It said: procmail: Program failure (75) of /opt/rt3/bin/rt-mailgate RT server error. I am at a loss as to what I can do to resolve this problem. I've tried shutting everything down and blowing away the Mason object cache directory and no change still. Any quick tips for where to check or what to do? Thanks in advance, # # Rt3 Configuration # VirtualHost *:80 ServerName rt.pointgrey.local ServerAlias rt rt-test rt-test.pointgrey.local ServerAdmin [EMAIL PROTECTED] DocumentRoot /opt/rt3/share/html #PerlModule Apache2::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl Location / SetHandler perl-script PerlHandler RT::Mason /Location /VirtualHost Dominic Lepiane Network Administrator Point Grey Research ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to flag neglected tickets for support engineer response??
-Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Darren Nickerson Sent: Monday, May 12, 2008 10:53 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] How to flag neglected tickets for support engineer response?? Folks, We've been using RT for some time now, and have managed to get by with pretty much a stock configuration. Our support reps are starting to get lost in a sea of tickets though, where only the most recently 'alive' tickets get attended to, and lots of important ones drop off their radar. We're looking to take advantage of some of the fancy hooks, bells and whistles that are possible due to RT's open architecture. Our objective is to flag tickets that require a support engineer response somehow. Our criteria for determining which tickets require a response might be, for example, tickets where the last comment or correspondence was not from someone in the RT group Support. In theory, that would mean that the customer (or other interested parties in the cc: list) were the last ones to update the ticket, and the ball is now in our court. Our preliminary research suggests that we might be able to invoke RT::Search::FromSQL from rt-crontool and use that to locate tickets matching the above condition, and do something to those tickets. We're not sure what do something means, but it might mean setting a custom field (Ruslan says custom statuses are bad ;-)) or something similar. Where we really hit a wall is how to prioritize these items in the RT at a glance page as needing a response from us. Is it possible to colorize the tickets red, perhaps? Essentially what we need is a 'Customer Pending' and 'Support Pending' designation that will allow us to flag Support Pending tickets for support engineer attention. This seems like a common problem ... does anyone have any recipes/solutions/tips that might help? All advice welcomed! -Darren Hi Darren, We have the same problem here. Large amounts of tickets are pending and we need to be able to identify which ones are customer-last-commented vs. staff-last-commented. Currently, we do this outside RT and have MySQL queries run from a PHP web page that query the RT database for this info. And it is a big ugly query (see below). This was all done before I started here (I didn't do it!) so if there's some sane way of handling this in RT, I'm all ears. Barring that, maybe this query can help you. SELECT `Tickets`.`id` AS '.$db_col1.', `Tickets`.`Subject` AS '.$db_col2.', DATE_SUB(`Tickets`.`Told` , INTERVAL 8 HOUR ) AS '.$db_col3.', DATE_SUB(`Tickets`.`LastUpdated` , INTERVAL 8 HOUR ) AS '.$db_col7.', $hours_waiting AS '.$db_col8.', `Users1`.`RealName` AS '.$db_col4.', SUBSTRING( MAX( CONCAT( LPAD(Transactions.id,8,'0'), Users2.EmailAddress ) ) , 9 ) AS '.$db_col10.', $pgr_last AS '.$db_col9.', IF(UNIX_TIMESTAMP(`Tickets`.`Told`)UNIX_TIMESTAMP(`Tickets`.`LastUpdated`),1,0) AS '.$db_col11.', IF(!$pgr_last, IF($hours_waiting 20,1.0,IF($hours_waiting 8,2.0,IF(ISNULL(`Tickets`.`Told`),2.0,3.0))), IF($hours_waiting 200,1.5,IF($hours_waiting 48,2.0,IF($hours_waiting 24, 3.0, IF(ISNULL(`Tickets`.`Told`),2.0,4.0 ) AS Priority FROM `Tickets` , `Queues`, `Users` AS `Users1`, `Users` AS `Users2`, Transactions WHERE ( `Tickets`.`Status` = 'new' OR `Tickets`.`Status` = 'open' ) AND `Tickets`.`Queue` =`Queues`.`id` AND `Queues`.`Name` = 'PGR Support' AND `Users1`.`id` = `Tickets`.`Owner` AND `Users2`.`id` = `Transactions`.`Creator` AND (`Users2`.`EmailAddress` NOT LIKE '[EMAIL PROTECTED]' OR `Users2`.`EmailAddress` LIKE '[EMAIL PROTECTED]') AND Transactions.ObjectId = Tickets.id AND ((Transactions.Type = 'Correspond') OR (Transactions.Type = 'Create' )) GROUP BY Tickets.id ORDER BY Priority, '$db_col8' DESC; Dominic Lepiane ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to flag neglected tickets for support engineer response??
We have two main support queues, one for support, one for RMA. We handle about 50 new tickets a week and usually have just over 100 tickets open at any given time. So we don't have a lot of support infrastructure, we have two people doing support plus they bring in various other people either from manufacturing for RMAs or from engineering / development for expert advice. If we could move stuff in to a couple separate queues as they are worked on, that might simplify the support management and help us ensure nothing gets missed. One of the things we look for in our custom query is how recently a ticket was active (as opposed to when it was opened). We basically set priority based on that. Dominic Lepiane -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Monday, May 12, 2008 3:33 PM To: Dominic Lepiane Cc: Darren Nickerson; rt-users@lists.bestpractical.com Subject: Re: [rt-users] How to flag neglected tickets for support engineer response?? Dominic, Darren, Graham, Hoe many tickets do you get a week? How many Queues do you have? What kind of support infrastructure have you set up? Depending on your answers, you might want to consider setting up a single queue for receiving ALL requests and then run some RT queries to select/sort those requests based on whatever criteria is most important and then move thos tickets to the support queue where the work can be done/documented by a member of the appropriate support group. there's a lot of work that goes into setting up the groups/privileges that will support a descent support infrastructure. I'll be glad to help as we went thru the same problems. We now have over 75 support queues that handle hundreds of tickets a month with the ability to review prioritize/approve tickets for work as well as a QA Testing WorkFlow process as well. Let me know. Kenn LBNL On 5/12/2008 11:24 AM, Dominic Lepiane wrote: -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Darren Nickerson Sent: Monday, May 12, 2008 10:53 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] How to flag neglected tickets for support engineer response?? Folks, We've been using RT for some time now, and have managed to get by with pretty much a stock configuration. Our support reps are starting to get lost in a sea of tickets though, where only the most recently 'alive' tickets get attended to, and lots of important ones drop off their radar. We're looking to take advantage of some of the fancy hooks, bells and whistles that are possible due to RT's open architecture. Our objective is to flag tickets that require a support engineer response somehow. Our criteria for determining which tickets require a response might be, for example, tickets where the last comment or correspondence was not from someone in the RT group Support. In theory, that would mean that the customer (or other interested parties in the cc: list) were the last ones to update the ticket, and the ball is now in our court. Our preliminary research suggests that we might be able to invoke RT::Search::FromSQL from rt-crontool and use that to locate tickets matching the above condition, and do something to those tickets. We're not sure what do something means, but it might mean setting a custom field (Ruslan says custom statuses are bad ;-)) or something similar. Where we really hit a wall is how to prioritize these items in the RT at a glance page as needing a response from us. Is it possible to colorize the tickets red, perhaps? Essentially what we need is a 'Customer Pending' and 'Support Pending' designation that will allow us to flag Support Pending tickets for support engineer attention. This seems like a common problem ... does anyone have any recipes/solutions/tips that might help? All advice welcomed! -Darren Hi Darren, We have the same problem here. Large amounts of tickets are pending and we need to be able to identify which ones are customer-last-commented vs. staff-last-commented. Currently, we do this outside RT and have MySQL queries run from a PHP web page that query the RT database for this info. And it is a big ugly query (see below). This was all done before I started here (I didn't do it!) so if there's some sane way of handling this in RT, I'm all ears. Barring that, maybe this query can help you. SELECT `Tickets`.`id` AS '.$db_col1.', `Tickets`.`Subject` AS '.$db_col2.', DATE_SUB(`Tickets`.`Told` , INTERVAL 8 HOUR ) AS '.$db_col3.', DATE_SUB(`Tickets`.`LastUpdated` , INTERVAL 8 HOUR ) AS '.$db_col7.', $hours_waiting AS '.$db_col8.', `Users1`.`RealName` AS '.$db_col4.', SUBSTRING( MAX( CONCAT( LPAD(Transactions.id,8,'0'), Users2.EmailAddress ) ) , 9 ) AS '.$db_col10.', $pgr_last AS '.$db_col9.', IF(UNIX_TIMESTAMP(`Tickets`.`Told
[rt-users] Reply address munged
Hi, If a person emails in to a Queue they don't have permissions to create a ticket in, then our system emails them back and the From (or Reply?) address is [EMAIL PROTECTED]@ptgrey.com which, as you might guess, is horribly wrong. Where can I fix this? Our RT_SiteConfig is pretty basic and likewise with the Postfix config which are my two suspects, am I looking for something in specific? We are running RT in Apache2 w/ mod_perl. TIA! -- Dominic Lepiane Network Administrator Point Grey Research 604 730 9937 x283 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] FW: Reply address munged
This mailbox is still on the list, can some list admin please remove this? TIA Dominic Lepiane ---BeginMessage--- Sorry. Your message could not be delivered to: Iounes GARDON /iog .Y (Mailbox or Conference is full.) ---End Message--- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Reply address munged
As the master of answering my own questions: Turns out my predacessor(s) had escapped the @ in CorrespondAddress so it looks like this: Set($CorrespondAddress , '[EMAIL PROTECTED]'); Yeah, removed the \ and we are all better now, thanks. Okay, well sorry for spamming the list. Dominic Lepiane -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Dominic Lepiane Sent: Tuesday, April 22, 2008 12:07 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Reply address munged Hi, If a person emails in to a Queue they don't have permissions to create a ticket in, then our system emails them back and the From (or Reply?) address is [EMAIL PROTECTED]@ptgrey.com which, as you might guess, is horribly wrong. Where can I fix this? Our RT_SiteConfig is pretty basic and likewise with the Postfix config which are my two suspects, am I looking for something in specific? We are running RT in Apache2 w/ mod_perl. TIA! -- Dominic Lepiane Network Administrator Point Grey Research 604 730 9937 x283 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Text/plain attachments not showing up inline
-Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Tuesday, April 15, 2008 7:19 AM To: Dominic Lepiane Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Text/plain attachments not showing up inline On Apr 14, 2008, at 3:01 PM, Dominic Lepiane wrote: Dear RT Users, I just upgraded from 3.0.11 to 3.6.6 (as per my earlier more panicked emails about my config issues. I have that all sorted out and most everything is fine, just fine. The one odd problem one of the users has noticed is that some text attachments are no longer being displayed inline. Normal email messages are fine. They come in something like this: What are the full attachment headers for one of the attachments RT chooses not to display inline? -jesse Hi Jesse, How can I find these? When I use the download link, it just shows me the message body and not the message headers. The only headers I see are inline in the ticket comment and include Subject, Date, To, and From. That's it. TIA - Dominic ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Text/plain attachments not showing up inline
-Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Tuesday, April 15, 2008 8:31 AM To: Dominic Lepiane Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Text/plain attachments not showing up inline On Apr 15, 2008, at 11:02 AM, Dominic Lepiane wrote: -Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Tuesday, April 15, 2008 7:19 AM To: Dominic Lepiane Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Text/plain attachments not showing up inline On Apr 14, 2008, at 3:01 PM, Dominic Lepiane wrote: Dear RT Users, I just upgraded from 3.0.11 to 3.6.6 (as per my earlier more panicked emails about my config issues. I have that all sorted out and most everything is fine, just fine. The one odd problem one of the users has noticed is that some text attachments are no longer being displayed inline. Normal email messages are fine. They come in something like this: What are the full attachment headers for one of the attachments RT chooses not to display inline? -jesse Hi Jesse, How can I find these? When I use the download link, it just shows me the message body and not the message headers. The only headers I see are inline in the ticket comment and include Subject, Date, To, and From. That's it. Click the Full Headers link at the top of the history TIA - Dominic Here they are, email addresses have been scrubbed to protect the innocent: X-Originalarrivaltime: 02 Apr 2008 15:37:30.0834 (UTC) FILETIME=[7693DB20:01C894D7] Resent-Date:Wed, 2 Apr 2008 08:37:35 -0700 (PDT) MIME-Version: 1.0 Resent-Message-Id: [EMAIL PROTECTED] Content-Type: multipart/mixed; boundary==_NextPart_000_0003_01C8949C.CA134A50 Received: from galiano.ptgrey.com (galiano.pointgrey.local [192.168.0.130]) by spruce.ptgrey.com (Postfix) with ESMTP id 76271AC07F for [EMAIL PROTECTED]; Wed, 2 Apr 2008 08:37:35 -0700 (PDT) Received: from exchange.pointgrey.local (rosser.pointgrey.local [192.168.0.94]) by galiano.ptgrey.com (Symantec Mail Security) with ESMTP id 544C11B24D9 for [EMAIL PROTECTED]; Wed, 2 Apr 2008 08:37:35 -0700 (PDT) Received: from galiano.ptgrey.com (192.168.0.130) by rosser.pointgrey.local (192.168.0.94) with Microsoft SMTP Server id 8.1.263.0; Wed, 2 Apr 2008 08:37:35 -0700 Received: from vps561961 (199.231.149.124.static.sdf.hosting.com [199.231.149.124]) by galiano.ptgrey.com (Symantec Mail Security) with ESMTP id B06DB102FCB for [EMAIL PROTECTED]; Wed, 2 Apr 2008 08:37:34 -0700 (PDT) Received: from mail pickup service by vps561961 with Microsoft SMTPSVC; Wed, 2 Apr 2008 08:37:30 -0700 Delivered-To: [EMAIL PROTECTED] Resent-From:[EMAIL PROTECTED] X-Auditid: c0a80082-a977fbb00a18-dd-47f3a83f6d14 Subject:RMA Report: Firefly MV S/N 7140913 Return-Path:[EMAIL PROTECTED] X-Original-To: [EMAIL PROTECTED] X-Brightmail-Tracker: AA== Date: Wed, 2 Apr 2008 08:37:30 -0700 Message-Id: [EMAIL PROTECTED] X-Mimeole: Produced By Microsoft MimeOLE V6.00.3790.4133 To: [EMAIL PROTECTED] From: [EMAIL PROTECTED] Content-Length: 0 Content-Type: text/plain; charset=iso-8859-1 Content-Transfer-Encoding: 7bit X-RT-Original-Encoding: iso-8859-1 Content-Length: 0 content-type: text/plain; charset=utf-8; name=RMA_Firefly MV_7140913.txt content-disposition:attachment; filename=RMA_Firefly MV_7140913.txt Content-Transfer-Encoding: base64 X-RT-Original-Encoding: ascii Content-Length: 1937 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Text/plain attachments not showing up inline
-Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Tuesday, April 15, 2008 8:56 AM To: Dominic Lepiane Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Text/plain attachments not showing up inline On Apr 15, 2008, at 11:46 AM, Dominic Lepiane wrote: content-disposition:attachment; filename=RMA_Firefly MV_7140913.txt There we go. RT started honoring the attachment content-disposition header, like the RFC says we should ;) It's in Ticket/Element/ShowTransactionAttachments And how... For now, I just haxxed the regex so that it won't honour the attachment disposition anymore. Going forward, we will make sure that forms getting mailed in to RT put their data in the message body instead of attaching it. Yet images are displayed inline. Would they be supressed if the content-disposition: attachment was set? It seems a little backwards that images will get displayed inline while text gets supressed. (We have taken advantage of Set($ShowTransactionImages, 0);) Anyhow, thanks for your help in figuring out what was happening. - Dominic ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Text/plain attachments not showing up inline
Dear RT Users, I just upgraded from 3.0.11 to 3.6.6 (as per my earlier more panicked emails about my config issues. I have that all sorted out and most everything is fine, just fine. The one odd problem one of the users has noticed is that some text attachments are no longer being displayed inline. Normal email messages are fine. They come in something like this: Subject:RE: [PGR #92694] Firefly MV: LED flashing Date: Mon, 7 Apr 2008 16:53:42 +0200 To: [EMAIL PROTECTED] From: Oliver Machui [EMAIL PROTECTED] Download (untitled) [text/plain 289b] And the message follows. However, we have some web-form generated email messages that come in and the body of those messages does not display inline. They look basically the same: Subject:RMA Report: Firefly MV S/N 7140913 Date: Wed, 2 Apr 2008 08:37:30 -0700 To: [EMAIL PROTECTED] From: [EMAIL PROTECTED] Download RMA_Firefly MV_7140913.txt [text/plain 1.8k] Except the body is not displayed and staff instead have to use the provided Download link. I tried tweaking what settings I could find in the SiteConfig that seemed to be of any relevance: Set($MaxInlineBody, 1000); Set($SuppressInlineTextFiles, 0); Neither of these seem to have any effect. And just to clarify, in RT 3.0.11, these messages are displayed inline. This is only a problem in 3.6.6. And this does affect new messages that have come in since the upgrade, so it's not just some oddity with pre-upgrade data. Thanks in advance, -- Dominic Lepiane Network Administrator Point Grey Research 604 730 9937 x283 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Strange crashing of RT
I don't know if this helps, but here's the file permissions and mode I have for that file: # ls -l /opt/rt3/bin/webmux.pl -rwxr-xr-x 1 root apache 4288 Apr 8 14:18 /opt/rt3/bin/webmux.pl This is also CentOS (5), RT 3.6.6 (in a similar setup) so I thought this might be a useful reference. I don't know what to make of that error though. You have run make testdeps many times already? That's what I would have checked. Ciao Dominic Lepiane -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Ravi Verma Sent: Monday, April 14, 2008 10:32 AM To: RT-Users@lists.bestpractical.com Subject: [rt-users] Strange crashing of RT Dear Friends, I am observing a strange crashing of RT installations. 1. I have an RT installation of Version 3.6.6 on CentOS Linux scm 2.6.18-53.1.14.el5 #1 SMP Wed Mar 5 11:36:49 EST 2008 i686 i686 i386 GNU/Linux. 2. I configure RT with the following options. ./configure --with-web-user=apache --with-web-group=apache 3. Following is the apache configuration file. VirtualHost * ServerName xxx..com #DocumentRoot /opt/rt3/share/html Alias /rt /opt/rt3/share/html AddDefaultCharset UTF-8 # this line applies to Apache2+mod_perl2 only # Below line might be incorrect, I had to use: # PerlModule Apache2::compat # mod_perl 2.0.1 from FC4 Linux PerlModule Apache2::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl Location /rt SetHandler perl-script PerlHandler RT::Mason /Location /VirtualHost 4. I restart apache and everything runs normally. 5. After sometime, seems randomly apache crashes with the following error in the Apache error_log . [Sun Apr 13 07:02:05 2008] [error] Insecure dependency in chdir while running with -T switch at /usr/lib/perl5/5.8.8/File/Path.pm line 222.\nCompilation failed in require at (eval 2) line 1.\n [Sun Apr 13 07:02:05 2008] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server xxx..com:0, exiting... 6. If I try to start Apache, it fails with the same error. 7. At this stage, I delete the RT installation and go back to step 2 and reinstall RT without any change. 8. Once again, it Apache starts smoothly. I appreciate your help. -- Kind regards. Ravi Verma Chief Executive Officer Telecommand Software and Services 3175 Sunset Blvd, Suite 104-B Rocklin, CA 95677 Phone:9167053261 Fax:9169142008 www.telecommand.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Any Way to save queries?
There is both a bookmarkable link button on the query results page and also on the advanced query builder you can save / load existing queries (3.6.6). Dominic Lepiane -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jeffrey Lee Sent: Monday, April 14, 2008 12:14 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Any Way to save queries? Is there any way to save queries in RT so that you don’t need to rebuild certain queries over and over? -Jeff ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgrade to 3.6.6, slow loading time
We sortof have everything setup the way we want in terms of permssions and such
so I don't really want to cause too much havoc on that front.
As for the database side, we have made some changes like:
[mysqld]
set-variable = innodb_buffer_pool_size=2048M
set-variable = innodb_additional_mem_pool_size=512M
Yet still some queries seem to take a really long time. Using show
processlist for mysql, I noticed these couple of queries running there at 18s:
1118rt_user localhost rt3 Query 18 User lock
SELECT GET_LOCK('Apache-Session-b9349177d4d8e96cac68dfde36a6e0e5', 3600)
1119rt_user localhost rt3 Query 18 Copying to tmp
tableSELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN
Principals Principals_1 ON ( Princ
This seems to agree that the issue is *related* to permissions. Could this
possibly be a deadlock problem or something like that? I'm really reaching now
(in case you couldn't tell)... Are there other tuning options I can change for
the dbms or possibly other things like adding some other indexes?
Any troubleshooting advice at this point greatly appreciated.
Dominic Lepiane
-Original Message-
From: Kenneth Crocker [mailto:[EMAIL PROTECTED]
Sent: Wednesday, April 09, 2008 1:24 PM
To: Dominic Lepiane
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Upgrade to 3.6.6, slow loading time
Dominic
Check your privileges. If you have allowed global
groups (Everyone,
Privileged) a lot of ticket ownership modify privileges,
that will create a dramatic effect on how long it takes to
load a ticket. I've found that the more users that have
privileges to tickets in a queue, the longer it takes to load
a ticket. Of course, it could also be some DB thing as well.
Kenn
LBNL
On 4/9/2008 1:05 PM, Dominic Lepiane wrote:
-Original Message-
Sent: Wednesday, April 09, 2008 12:34 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Upgrade to 3.6.6, queue tickets have
broken links
Dear RT Users,
I have a couple problems so far after having upgraded to RT 3.6.6:
1 ) The BestPractical logo is a bad link:
img src=//NoAuth/images//bplogo.gif
2 ) If I click on a queue, all the tickets returned in that search
are bad links like this:
a href=//Ticket/Display.html?id=60428
... Snip
The answer was, naturally, PEBCAK. I had the WebPath set
to / instead of .
However, I have noticed that many pages, like if I go to a
specific ticket, still take a very long time to load. ~10s.
This is a dual-Xeon-hyper-threaded 3.0 GHz box running RHEL 5
x86_64 with 4GB RAM, so opening a ticket should not take this
long. What have I done wrong this time?
Thanks in advance for any advice,
Dominic Lepiane
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[rt-users] Upgrade to 3.6.6, queue tickets have broken links
Dear RT Users, I have a couple problems so far after having upgraded to RT 3.6.6: 1 ) The BestPractical logo is a bad link: img src=//NoAuth/images//bplogo.gif 2 ) If I click on a queue, all the tickets returned in that search are bad links like this: a href=//Ticket/Display.html?id=60428 I was not at all involved in the old setup / config of RT and the person who was and who had done the previous upgrades in long gone so I know some of you will shudder when I talk about my setup and yes, I know I'm a harsh n00b and my predacessor more so, but here's what we got: Current / Old setup (the live setup) on an Fedora Core 1 box named rt. It is running RT 3.0.11 (yes, old) and it is configured to run as fast CGI under the subdirectory rt, so it is in http://rt/rt. To move RT to a new server, I am also updating to 3.6.6 in the process. So the new setup is an RHEL 5 box named rt-test. It is supposed to be running 3.6.6 and configured with mod_perl and a VirtualHost instead of FastCGI (which was giving me a lot of grief). To get where I got so far, I dumped the old db with mysqldump from the old server, pushed it on to the new server. Then unpacked the rt-3.6.6 tarball doing make testdeps and make install *not* using any files from the old installation as per the upgrade documentation. Then I just created a new RT_SiteConfig to taste, created the virtual host in Apache, and that's where I got to. So some things do work. I can login with my old user account, I can open tickets on my summary page. The pages seem to load pretty slow, but I think that is just because the browser is trying to pull a logo from http://noauth/images//bplogo.gif;, hence, this is the first issue I noticed. For the other issue, if I just click any of the queues I have listed, the links for all the tickets are all just wrong. Any queue, any ticket. Yet if I search of one of the ticket numbers I see in the queue, I get redirected correctly. What have I done wrong? Should I dump my mod_perl/virtual host config and try to get FastCGI working? Is there something I can fix in my SiteConfig? Thanks in advance for any advice or direction, Dominic Lepiane Network Administrator Point Grey Research +1 604 730 9937 ext 283 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
