Re: [rt-users] Multiple Custom Fields menu items to split up custom fields

[Chris Hall]

This looks almost like what I want, but it looks like it's a global change.
I'm looking to only do this for tickets in a specified queue. Can Custom
Field Groupings do that?

On Mon, Nov 17, 2014 at 12:02 PM, Kevin Falcone 
wrote:

> On Mon, Nov 17, 2014 at 11:26:58AM -0500, Chris Hall wrote:
> > Is there a way to make multiple menu items for custom fields, and then
> split my
> > custom fields into those separate menu items?
> >
> > For example: A queue I'm working on will have around 30 custom fields.
> They are
> > topical, so they'd like to break it up into groups of about 4 or 5 with
> a title
> > on each. So in my mind instead of the red bar that says "Custom Fields"
> on the
> > ticket, there'd be like.. 4 or 5 of them with 4 or 5 custom fields under
> each
> > menu item when making a ticket.
>
> You've just described Custom Field Groupings, a new option in the 4.2
> series.
>
> http://bestpractical.com/docs/rt/latest/RT_Config.html#CustomFieldGroupings
>
> http://blog.bestpractical.com/2013/10/whats-new-in-42-grouping-custom-fields.html
>
> -kevin
>

[rt-users] Multiple Custom Fields menu items to split up custom fields

[Chris Hall]

Is there a way to make multiple menu items for custom fields, and then
split my custom fields into those separate menu items?

For example: A queue I'm working on will have around 30 custom fields. They
are topical, so they'd like to break it up into groups of about 4 or 5 with
a title on each. So in my mind instead of the red bar that says "Custom
Fields" on the ticket, there'd be like.. 4 or 5 of them with 4 or 5 custom
fields under each menu item when making a ticket.

Is this possible?

[rt-users] Question about generating a report

[Chris Hall]

Hello,

My rt users have hit me with a rather.. unusual request. I'm not exactly
sure how to get RT to do what they're asking.

Basically they want to generate a monthly report of times a comment was
made on tickets in a queue. This alone I'm almost able to achieve through a
mysql query. But they've thrown me a curve ball in that they also want
listed the value of a custom field. Basically what they're looking for is
something like this...

--
| Queue 1 | datetime | value of custom field |
| Queue 1 | datetime | value of custom field |
| Queue 1 | datetime | value of custom field |
| Queue 2 | datetime | value of custom field |
| Queue 3 | datetime | value of custom field |
| Queue 3 | datetime | value of custom field |
--

Could anybody give me any type of direction as to how I could get this
information from the database in the form of a mysql query?
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] RT 4.2 and ownership of tickets after comments

[Chris Hall]

Fixed

It was as I suspected. (I think)  The scrips were running and changing the
owner of the ticket, and then RT was applying everything to the ticket
update, including the "Ticket and Transaction" section afterwards.  Since
this section holds a field marked "Owner" and is defaultly populated by the
old owner, RT was reading that value and using it to re-set the owner after
the scrip had ran.

I'm not a programmer, so my fix is quick and dirty.  But this is what I
did.  I removed the following code from Update.html

{   name => 'Owner',
comp => '/Elements/SelectOwner',
args => {
Name => "Owner",
TicketObj=> $TicketObj,
QueueObj => $TicketObj->QueueObj,
DefaultLabel => loc("[_1] (Unchanged)",
$m->scomp('/Elements/ShowUser', User => $TicketObj->OwnerObj)),
Default  => $ARGS{'Owner'}
}
},

This removed the owner field from the comment page.  My users never change
the owner here anyways.

I know changing this file in this way means in the future upgrades will
probably overwrite my changes, but for now everybody is happy and I just
have to be aware that this fix is needed if it's ever overwritten by an
upgrade.


On Wed, Nov 6, 2013 at 2:02 PM, Asif Iqbal  wrote:

>
> On Wed, Nov 6, 2013 at 12:20 PM, Chris Hall  wrote:
>
>> Nov  6 09:56:39 rt RT: [30613]
>>  #57417/999087 - Scrip
>> 2 On Owner Change Notify Owner
>> Nov  6 09:56:39 rt RT: [30613]
>>  No recipients found.
>> Not sending.
>> Nov  6 09:56:39 rt RT: [30613]
>>  #57417/999089 - Scrip
>> 2 On Owner Change Notify Owner
>> Nov  6 09:56:39 rt RT: [30613]
>>  sent  To: x...@xxx.com
>>
>
>
> This log does not really show the event when RT forcibly changed the
> owner. You might need to provide a fresh complete log for a new event.
>
> Also, do you might have any scrip in "Scrips which apply to all queues"
> and "Current Scrips" section? A snapshot of /Admin/Queues/Scrips.html?id=XX
> where XX is the ``id'' of the queue might show that.
>
> Please include all when you reply.
>
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
>
>

Re: [rt-users] RT 4.2 and ownership of tickets after comments

[Chris Hall]

To better illustrate what I'm seeing, here's a screen cap.
http://i.imgur.com/FTlLGYO.jpg
On the top is what I see when I tried to comment on a ticket.
On the bottom is a clip from the history, where you can see one person
commenting, RT changing ownership to them, and then they immediately return
ownership.

I have a theory as to what might be happening.  Could it be possible that
the scrips are processed before the changes?  If so, perhaps my scrip is
changing ownership of the ticket, and then RT sees on the right in the
"Ticket and Transaction" section a different owner than the ticket now has,
and the user changes it?

This is all I can really find in the log as far as anything useful.  Below
you can see that scrip 2 fires off when my scrip forcefully changes
ownership.  It then immediately fires off again because the user has given
ownership back to the original owner.

I've noticed that if I revoke the ModifyTicket permission the RT scrip will
change the owner to them, and then they are aunable to change the owner
back.  The result at the top is a message saying the comment was added,
followed by a line that reads "Permission Denied".  As far as I can tell,
this achieves the desired effect.  However, a lot of people aren't happy
about doing it this way.

I just tried removing all scrips from the queue except my scrip that
changes owner, and the result was the same.  So it's not a problem w/
another scrip that's running.  Below is a log snippet.

Nov  6 09:56:39 rt RT: [30613]
 #57417/999085 - Scrip 8
On Comment Notify AdminCcs as Comment
Nov  6 09:56:39 rt RT: [30613]
 sent  Bcc: x...@xxx.com,
x...@xxx.com
Nov  6 09:56:39 rt RT: [30613]
 #57417/999085 - Scrip 9
On Comment Notify Other Recipients as Comment
Nov  6 09:56:39 rt RT: [30613]
 No recipients found. Not
sending.
Nov  6 09:56:39 rt RT: [30613] Auto assign ticket #57417 to user #230355
Nov  6 09:56:39 rt RT: [30613]
 #57417/999087 - Scrip 2
On Owner Change Notify Owner
Nov  6 09:56:39 rt RT: [30613]
 No recipients found. Not
sending.
Nov  6 09:56:39 rt RT: [30613]
 #57417/999089 - Scrip 2
On Owner Change Notify Owner
Nov  6 09:56:39 rt RT: [30613]
 sent  To: x...@xxx.com
Nov  6 09:56:39 rt RT: [30613] Use of uninitialized value in concatenation
(.) or string at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 1793.
Nov  6 09:56:39 rt RT: [30613] More than 50 possible Owners found for Queue
41; switching to autocompleter


On Wed, Nov 6, 2013 at 10:54 AM, Asif Iqbal  wrote:

>
>
>
> On Wed, Nov 6, 2013 at 10:04 AM, Chris Hall  wrote:
>
>> I'm officially stumped.  This apparently is an issue that doesn't effect
>> everybody, but the people it does I can't pin down why.  I did a separate
>> RT installation on another server and verified that my scrip works.  This
>> wasn't a problem before 4.2, so it must be some sort of fail safe I'm
>> guessing.  So here's what I've noticed..
>>
>> The logs show a scrip firing twice that emails the owner when the owner
>> changes.
>> In the history it shows RT forcefully changing the owner.
>> The next thing that happens is the new owner "gives" the ticket to the
>> old owner.
>> Some people in some queues are not affected.
>>
>> I've double, triple checked permissions on people and groups.  I've
>> re-read through all my scrips and nothing except my scrip is changing
>> ownership.  No queues have any special scrips, they are all global.  I'm at
>> a complete loss what could be causing this anomaly.  Is there somewhere I
>> can go or something I can turn on that will enable like a debug mode so I
>> can see what's happening on a step by step basis when something happens
>> like a comment?
>>
>
>
> Some log related to one of this event would help, even if you have to
> sanitize it first.
> But make sure you provide complete logs, so no scrip action gets skipped
> while you are
> pasting it here.
>
>
>
>>
>>
>> On Tue, Nov 5, 2013 at 3:45 PM, Alex Vandiver 
>> wrote:
>>
>>> On Tue, 2013-11-05 at 15:36 -0500, Chris Hall wrote:
>>> > Still haven't found anything.  What's odd is that it's not a problem
>>> > w/ the scrip.  The scrip still works.  RT force changes the owner to
>>> > whoever made the comment.  It even shows up in the history.  But it's
>>> > like the very next thing that happens is the new owner "gives" the
>>> > ownership back to the original owner.  I can't seem to figure out why.
>>>
>>> Look at your logs; I suspect you have a second scrip which is firing to
>>> give it back.
>>>  - Alex
>>>
>>>
>>>
>>
>
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
>
>

Re: [rt-users] RT 4.2 and ownership of tickets after comments

[Chris Hall]

I'm officially stumped.  This apparently is an issue that doesn't effect
everybody, but the people it does I can't pin down why.  I did a separate
RT installation on another server and verified that my scrip works.  This
wasn't a problem before 4.2, so it must be some sort of fail safe I'm
guessing.  So here's what I've noticed..

The logs show a scrip firing twice that emails the owner when the owner
changes.
In the history it shows RT forcefully changing the owner.
The next thing that happens is the new owner "gives" the ticket to the old
owner.
Some people in some queues are not affected.

I've double, triple checked permissions on people and groups.  I've re-read
through all my scrips and nothing except my scrip is changing ownership.
 No queues have any special scrips, they are all global.  I'm at a complete
loss what could be causing this anomaly.  Is there somewhere I can go or
something I can turn on that will enable like a debug mode so I can see
what's happening on a step by step basis when something happens like a
comment?


On Tue, Nov 5, 2013 at 3:45 PM, Alex Vandiver wrote:

> On Tue, 2013-11-05 at 15:36 -0500, Chris Hall wrote:
> > Still haven't found anything.  What's odd is that it's not a problem
> > w/ the scrip.  The scrip still works.  RT force changes the owner to
> > whoever made the comment.  It even shows up in the history.  But it's
> > like the very next thing that happens is the new owner "gives" the
> > ownership back to the original owner.  I can't seem to figure out why.
>
> Look at your logs; I suspect you have a second scrip which is firing to
> give it back.
>  - Alex
>
>
>

Re: [rt-users] RT 4.2 and ownership of tickets after comments

[Chris Hall]

Still haven't found anything.  What's odd is that it's not a problem w/ the
scrip.  The scrip still works.  RT force changes the owner to whoever made
the comment.  It even shows up in the history.  But it's like the very next
thing that happens is the new owner "gives" the ownership back to the
original owner.  I can't seem to figure out why.


On Tue, Nov 5, 2013 at 12:32 PM, Chris Hall  wrote:

> My mistake, the custom action commit code is this:
>
> # get actor ID
> my $Actor = $self->TransactionObj->Creator;
>
> # ok, try to change owner
> $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user
> #".$Actor );
> my ($status, $msg) = $self->TicketObj->SetOwner( $Actor,'Force' );
> unless( $status ) {
>   $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" );
>   return undef;
> }
> return 1;
>
>
> On Tue, Nov 5, 2013 at 12:10 PM, Chris Hall  wrote:
>
>> This is my scrip that sets the owner to themselves after a comment.  Like
>> I said though it's working fine.  However, something else seems to be
>> kicking off now afterwards that is giving the ticket back to the previous
>> owner.
>>
>>
>> Condition: On Create
>> Action: User Defined
>> Template: Blank
>>
>> Custom Condition: 
>>
>> Custom action preparation code:
>>   return 1;
>>
>> Custom action commit code:
>>   # get actor ID
>>   my $Actor = $self->TransactionObj->Creator;
>>
>>   # if actor is RT_SystemUser then get out of here
>>   return 1 if $Actor == $RT::SystemUser->id;
>>
>>   # get out unless ticket owner is nobody
>>   return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;
>>
>>   # ok, try to change owner
>>   $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to
>> user #".$Actor );
>>   my ($status, $msg) = $self->TicketObj->SetOwner( $Actor );
>>   unless( $status ) {
>> $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg"
>> );
>> return undef;
>>   }
>>   return 1;
>>
>>
>>
>> On Tue, Nov 5, 2013 at 12:03 PM, Alex Vandiver 
>> wrote:
>>
>>> On Tue, 2013-11-05 at 11:40 -0500, Chris Hall wrote:
>>> > I'm noticing a strange problem after my upgrade from 4.0.0 to 4.2.
>>> >  Before my upgrade I'd made a global script that would have the user
>>> > attempt to take ownership of a ticket after commenting on it.  This is
>>> > still working after the upgrade.  However, now it is immediately given
>>> > back to the previous owner for some reason.  History reads like this:
>>> >
>>> >
>>> >
>>> >
>>> > # The RT System itself - Owner forcibly changed from UserA to UserB
>>> > # UserB - Given to UserA
>>> >
>>> >
>>> > Any ideas what might be causing this and how to stop it?
>>>
>>> You will need to provide the scrip before we will be able to hazard any
>>> guesses.
>>>  - Alex
>>>
>>>
>>
>

Re: [rt-users] RT 4.2 and ownership of tickets after comments

[Chris Hall]

My mistake, the custom action commit code is this:

# get actor ID
my $Actor = $self->TransactionObj->Creator;

# ok, try to change owner
$RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user
#".$Actor );
my ($status, $msg) = $self->TicketObj->SetOwner( $Actor,'Force' );
unless( $status ) {
  $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" );
  return undef;
}
return 1;


On Tue, Nov 5, 2013 at 12:10 PM, Chris Hall  wrote:

> This is my scrip that sets the owner to themselves after a comment.  Like
> I said though it's working fine.  However, something else seems to be
> kicking off now afterwards that is giving the ticket back to the previous
> owner.
>
>
> Condition: On Create
> Action: User Defined
> Template: Blank
>
> Custom Condition: 
>
> Custom action preparation code:
>   return 1;
>
> Custom action commit code:
>   # get actor ID
>   my $Actor = $self->TransactionObj->Creator;
>
>   # if actor is RT_SystemUser then get out of here
>   return 1 if $Actor == $RT::SystemUser->id;
>
>   # get out unless ticket owner is nobody
>   return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;
>
>   # ok, try to change owner
>   $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to
> user #".$Actor );
>   my ($status, $msg) = $self->TicketObj->SetOwner( $Actor );
>   unless( $status ) {
> $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg"
> );
> return undef;
>   }
>   return 1;
>
>
>
> On Tue, Nov 5, 2013 at 12:03 PM, Alex Vandiver 
> wrote:
>
>> On Tue, 2013-11-05 at 11:40 -0500, Chris Hall wrote:
>> > I'm noticing a strange problem after my upgrade from 4.0.0 to 4.2.
>> >  Before my upgrade I'd made a global script that would have the user
>> > attempt to take ownership of a ticket after commenting on it.  This is
>> > still working after the upgrade.  However, now it is immediately given
>> > back to the previous owner for some reason.  History reads like this:
>> >
>> >
>> >
>> >
>> > # The RT System itself - Owner forcibly changed from UserA to UserB
>> > # UserB - Given to UserA
>> >
>> >
>> > Any ideas what might be causing this and how to stop it?
>>
>> You will need to provide the scrip before we will be able to hazard any
>> guesses.
>>  - Alex
>>
>>
>

Re: [rt-users] RT 4.2 and ownership of tickets after comments

[Chris Hall]

This is my scrip that sets the owner to themselves after a comment.  Like I
said though it's working fine.  However, something else seems to be kicking
off now afterwards that is giving the ticket back to the previous owner.


Condition: On Create
Action: User Defined
Template: Blank

Custom Condition: 

Custom action preparation code:
  return 1;

Custom action commit code:
  # get actor ID
  my $Actor = $self->TransactionObj->Creator;

  # if actor is RT_SystemUser then get out of here
  return 1 if $Actor == $RT::SystemUser->id;

  # get out unless ticket owner is nobody
  return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;

  # ok, try to change owner
  $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user
#".$Actor );
  my ($status, $msg) = $self->TicketObj->SetOwner( $Actor );
  unless( $status ) {
$RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" );
return undef;
  }
  return 1;



On Tue, Nov 5, 2013 at 12:03 PM, Alex Vandiver wrote:

> On Tue, 2013-11-05 at 11:40 -0500, Chris Hall wrote:
> > I'm noticing a strange problem after my upgrade from 4.0.0 to 4.2.
> >  Before my upgrade I'd made a global script that would have the user
> > attempt to take ownership of a ticket after commenting on it.  This is
> > still working after the upgrade.  However, now it is immediately given
> > back to the previous owner for some reason.  History reads like this:
> >
> >
> >
> >
> > # The RT System itself - Owner forcibly changed from UserA to UserB
> > # UserB - Given to UserA
> >
> >
> > Any ideas what might be causing this and how to stop it?
>
> You will need to provide the scrip before we will be able to hazard any
> guesses.
>  - Alex
>
>

Re: [rt-users] Question about 4.2 and setting the owner

[Chris Hall]

That's the answer Alex.  I found it a few minutes after I'd emailed the
mailing list.  There's ~60 users.  Thanks for the reply.


On Tue, Nov 5, 2013 at 12:03 PM, Alex Vandiver wrote:

> On Tue, 2013-11-05 at 11:35 -0500, Parish, Brent wrote:
> > Add this line into RT_SiteConfig.pm:
> >
> > Set($AutocompleteOwners, 0);
>
> RT 4.2 did not change this default; if $AutocompleteOwners was not set
> in your 4.0 installation, it will not be set in your 4.2 upgrade.
>
> You are likely running into a performance optimization in RT 4.2;
> namely, configurations with large numbers of possible Owners (generally
> due to configuration errors) can cause extremely long load times on
> Update pages.  RT 4.2 switches to the autocompleter when it finds more
> than 50 possible owners, rather than attempting to render a very large
> drop-down.  This is irrespective of the value of $AutocompleteOwners.
>
> How many potential owners exist in this queue?
>  - Alex
>
>
>

[rt-users] RT 4.2 and ownership of tickets after comments

[Chris Hall]

I'm noticing a strange problem after my upgrade from 4.0.0 to 4.2.  Before
my upgrade I'd made a global script that would have the user attempt to
take ownership of a ticket after commenting on it.  This is still working
after the upgrade.  However, now it is immediately given back to the
previous owner for some reason.  History reads like this:


# The RT System itself - Owner forcibly changed from
U
serA to UserB
# U serB - Given to UserA

Any ideas what might be causing this and how to stop it?

[rt-users] Question about 4.2 and setting the owner

[Chris Hall]

Hello all,

I have somewhat of an aesthetics question about RT 4.2.  Back in 4.0, when
my helpdesk people went to create a ticket, etc, they would sometimes need
to change the owner in the basics field.  In 4.0 it was a dropdown.  In
4.2, it's now a typed auto-completing field. Is there a way to revert to
the dropdown easily?

[rt-users] Question about SMTP in an upgrade from 4.0 to 4.2

[Chris Hall]

In a few days we'll be upgrading from RT 4.0.0 to 4.2.  I was reviewing the
upgrade document and I came across something distressing...

The C option for L, along with the associated
C<$SMTPServer>, C<$SMTPFrom>, and C<$SMTPDebug> options, has been removed
because it did not guarantee delivery.  Instead, use a local MTA for
outgoing mail, via the 'sendmailpipe' setting to C<$MailCommand>.

I rely on those settings to send mail out to our smtp server, and thus far
it's worked out great.  In fact, they're very resistant to the idea of
having the RT server operate as a mail server.  If I'm reading this right,
am I to understand that after the upgrade I'll no longer be able to send
mail out via an external smtp server?  Is there any way around that?

[rt-users] Question about restricting queues

[Chris Hall]

I've got a bit of a weird problem, and wondered if anybody has a solution
for it.

We have several queues, and a few are grouped up by name.  For example:

Queue A tier 1
Queue A tier 2
Queue A tier 3

Queue B tier 1
Queue B tier 2
Queue B tier 3

The managers at the helpdesk are having a problem w/ ppl making a ticket in
Queue A tier 1, and then when they escalate it, accidentally transferring
it to Queue B tier 2 (instead of Queue A tier 2).  They asked me if there
was any way to group these queues up in such a way that, for example, if a
ticket is made in any of the Queue A's they are locked in and can only be
transferred between the Queue A's.

I hope that makes sense.  The problem is some of these queues are tied to
different businesses, and if we send out an email due to a ticket queue
transfer and it goes to the wrong company it looks bad on us.  I know
personal responsibility can go a long way to fixing this but besides
that, is there any way to do what I described above w/ RT?


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

[rt-users] Any way to automatically bulk generate tickets?

[Chris Hall]

I have a rather unique situation here.  Without going into background, I
need to make a couple thousand RT tickets.  There's not alot of
information... name, phone number, address, etc etc.  I was wondering if
there was some way I could dump this into either a text file or a
spreadsheet, and then run it through RT and generate new tickets based on
that data.  Does anybody have any ideas on if this is possible, or know of
any extensions that might work?


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

[rt-users] Adding comments to the format field of a search

[Chris Hall]

Is there a way to add either all or the last comment to the format section
of a search?  I have a customer who would like to pull the comments or last
comments, etc in a search and have it exported along w/ the other data to a
spreadsheet.

To do that though as I am to understand, I'd need to have a comment field
in the format section in the advanced edit query section.  I've tried
adding __Comment__, __Comments__, __LastComment__, but none of those work.
 Is there another way of doing this or is it called something else?

[rt-users] Auto expiring tickets, is it possible?

[Chris Hall]

Hello,

We have a new customer that requested if they call in for their ticket to
be left open until close of business.  I know we could just have our techs
who use RT close the ticket at the end of the day, but with all the other
stuff they are dealing with, they asked if there was a more automated way
of doing that.

So, is there a way to set a time limit on a ticket, so that it will like...
auto change to resolved state at a given time.. like 5pm or something?

[rt-users] Auto-setting the owner of "child" tickets

[Chris Hall]

Hello all,

Awhile back I set up a custom global scrip to auto-set the owner of a ticket
to the user like this:

On Create, action user defined, Global template: Blank, Stage
TransactionCreate

Custom action preparation code:

 return 1;

Custom action cleanup code:
# get actor ID
my $Actor = $self->TransactionObj->Creator;

# if actor is RT_SystemUser then get out of here
return 1 if $Actor == $RT::SystemUser->id;

# get out unless ticket owner is nobody
return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;

# ok, try to change owner
$RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user
#".$Actor );
  my ($status, $msg) = $self->TicketObj->SetOwner( $Actor );
unless( $status ) {
  $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" );
  return undef;
}
return 1;

Honestly this is a holdover from another scrip I have that changes the owner
of a ticket to the user whenever the ticket is commented on.  This is
working good except that it doesn't seem to work for child tickets.  They
still inherit the parent's owner as their own.  Anybody know where this is
going awry?

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Re: [rt-users] Ownership on comment

[Chris Hall]

thanks guys, yeah, scrips are doing the job.  #1 has been taken care of w/ a
scrip I found on the wiki.  #2 eludes me, but I'm working on it.  Used this
for #1

Description: AutoSetOwner
Condition: On Resolve
Action: User Defined
Custom action preparation code:
  return 1;
Custom action cleanup code:
  # get actor ID
  my $Actor = $self->TransactionObj->Creator;

  # if actor is RT_SystemUser then get out of here
  return 1 if $Actor == $RT::SystemUser->id;

  # get out unless ticket owner is nobody
  return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;

  # ok, try to change owner
  $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to
user #". $Actor );
  my ($status, $msg) = $self->TicketObj->SetOwner( $Actor );
  unless( $status ) {
$RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" );
return undef;
  }
  return 1;
Template: Global template: Blank



On Wed, Jul 13, 2011 at 11:27 AM, Mauricio Tavares wrote:

> On Wed, Jul 13, 2011 at 11:17 AM, Chris Hall  wrote:
> > Hey... is it possible to:
> > 1. automatically set the owner of a ticket to the creator of the ticket?
> > 2. automatically change the owner of a ticket to whomever comments on the
> > ticket?
> >
>   You should be able to write scrips to do that. Main question is
> when in the life of a ticket should those events take place.
>
> > 
> > 2011 Training: http://bestpractical.com/services/training.html
> >
>
> 
> 2011 Training: http://bestpractical.com/services/training.html
>


2011 Training: http://bestpractical.com/services/training.html

[rt-users] Ownership on comment

[Chris Hall]

Hey... is it possible to:

1. automatically set the owner of a ticket to the creator of the ticket?

2. automatically change the owner of a ticket to whomever comments on the
ticket?


2011 Training: http://bestpractical.com/services/training.html

[rt-users] Adding custom fields to email notifications

[Chris Hall]

Hello all,

My users are asking about possibly adding information from custom fields
into the email notifications they receive on things like queue changes,
comments, etc.. I'm not sure how I'd go about something like that without
changing ALL the queue emails.. there's probably a simple solution to this
I'm overlooking.  Does anybody have any insights?


2011 Training: http://bestpractical.com/services/training.html

Re: [rt-users] RT4 slowness

[Chris Hall]

Could you point me in the direction of where to file the bug report?

I've just replicated this on another box I have set up as a test server.. so
one was Debian, the other Ubuntu.  In both cases, I downloaded jsmin from

http://www.crockford.com/javascript/jsmin.c

ran:

gcc -o jsmin jsmin.c

and copied the binary over to /usr/bin, and chmod +x /usr/bin/jsmin

I then added the following line to RT_SiteConfig.pm

Set( $JSMinPath, "/usr/bin/jsmin");

which resulted in no errors generated, BUT breaks the interface in the
following way: (note the absence of menu at the top, and the always open
dropdowns)

http://i44.photobucket.com/albums/f45/nodaitsu25/jsmin.png

On firefox you get the bonus of getting Links and Basics stacked together as
well

http://i44.photobucket.com/albums/f45/nodaitsu25/jsmin2.png



On Tue, May 31, 2011 at 12:59 PM, Kevin Falcone
wrote:

> On Tue, May 31, 2011 at 12:56:46PM -0400, Chris Hall wrote:
> >Just for the record I'm having the same issues as L.B. I attempted
> loading jsmin, and for a
> >time it appeared that this was going to be a bigtime home run. In
> fact, it did fix the issues
> >I was having with speed! However, jsmin seemed to also break several
> aspects of the RT
> >interface. Immediately I noticed the javascript dropdowns were gone..
> no big deal, switched to
> >the ballard interface as the default. However, opening a new ticket..
> everything was jumbled
> >around... dropdowns were permanently opened, the minimize links for
> the different zones
> >wouldn't work anymore.. it was generally a bad day. :( So I've turned
> it back off. This does
> >however shed some light on what may be the cause of.. at least.. my
> speed issues.
> >The search continues...
>
> RT only builds the squished css/js once per child process.  If you're
> actually seeing it built on each request, something is horribly wrong
> and isn't something we've seen or been able to replicate.
>
> Also, if jsmin is breaking the UI, that's the first report I've seen
> of it.  Can you file a bug report with more details?
>
> -kevin
>
> >On Tue, May 31, 2011 at 10:34 AM, Kevin Falcone <[1]
> falc...@bestpractical.com> wrote:
> >
> >  On Tue, May 31, 2011 at 03:21:17PM +0200, L B wrote:
> >  > What I mean by slowness is that after sending the GET / request,
> it
> >  > takes 7 seconds before seeing the second request
> >  > /NoAuth/css/aileron-squished-30dddb4c81e92207bd3fe516099c0477.css.
> I
> >  > don't have any network traffic during this 7secs on RT server
> network
> >  > interface, so I guess something is processed. Httpd process is
> running
> >  > at 100% at this time.
> >
> >  You should only see this for the first request while things are
> squished.
> >  If you're seeing it for subsequent requests on a standalone server,
> >  then something is quite wrong. If you would like to use something
> >  faster than JavaScript::Minifier, you can check out JSMinPath in
> >  RT_Config.pm
> >  -kevin
>

Re: [rt-users] RT4 slowness

[Chris Hall]

Just for the record I'm having the same issues as L.B.  I attempted loading
jsmin, and for a time it appeared that this was going to be a bigtime home
run.  In fact, it did fix the issues I was having with speed!  However,
jsmin seemed to also break several aspects of the RT interface.  Immediately
I noticed the javascript dropdowns were gone.. no big deal, switched to the
ballard interface as the default.  However, opening a new ticket..
everything was jumbled around... dropdowns were permanently opened, the
minimize links for the different zones wouldn't work anymore.. it was
generally a bad day. :(  So I've turned it back off.  This does however shed
some light on what may be the cause of.. at least.. my speed issues.

The search continues...

On Tue, May 31, 2011 at 10:34 AM, Kevin Falcone
wrote:

> On Tue, May 31, 2011 at 03:21:17PM +0200, L B wrote:
> > What I mean by slowness is that after sending the GET / request, it
> > takes 7 seconds before seeing the second request
> > /NoAuth/css/aileron-squished-30dddb4c81e92207bd3fe516099c0477.css. I
> > don't have any network traffic during this 7secs on RT server network
> > interface, so I guess something is processed. Httpd process is running
> > at 100% at this time.
>
> You should only see this for the first request while things are squished.
> If you're seeing it for subsequent requests on a standalone server,
> then something is quite wrong.  If you would like to use something
> faster than JavaScript::Minifier, you can check out JSMinPath in
> RT_Config.pm
>
> -kevin
>

Re: [rt-users] mason_data dir contents owned by root

[Chris Hall]

chown -R www-data:www-data /opt/rt4/var/mason_data/*

I know it's more of a "patch" than a "fix", but.. this is how I'm handling
this problem on my end (yea, I ran into it too), and unless I manually
remove the mason_data info, it seems to solve my problems.  That's just how
I've solved it.. I'm sure there's better ways probably.

On Thu, May 26, 2011 at 12:49 PM, Asif Iqbal  wrote:

> On Thu, May 26, 2011 at 12:01 PM, Kevin Falcone
>  wrote:
> > On Thu, May 26, 2011 at 11:37:24AM -0400, Asif Iqbal wrote:
> >> root@lucid:/opt/rt4/var/mason_data# ls -al
> >> total 4
> >> drwxrwx--- 4 www-data www-data 1024 2011-05-25 17:21 .
> >> drwxr-xr-x 5 root root 1024 2011-05-20 12:42 ..
> >> drwxr-xr-x 2 root root 1024 2011-05-25 17:21 cache
> >> drwxr-xr-x 2 root root 1024 2011-05-25 17:21 obj
> >> I need help to find out why mason_data/{cache,obj} are owned by root.
> >> I removed the dirs and restarted apache2 and they come back with root
> >> as the owner
> >
> > Check your apache config.  Mostly likely you're loading the RT configs
> > before the User/Group lines which means the initial setup gets done as
> > root instead the web user.
>
> root@lucid:/etc/apache2# cat /etc/apache2/envvars
> ...
> export APACHE_RUN_USER=www-data
> export APACHE_RUN_GROUP=www-data
> ...
>
> root@lucid:/etc/apache2# egrep -n "^User|^Group" apache2.conf
> 145:User ${APACHE_RUN_USER}
> 146:Group ${APACHE_RUN_GROUP}
>
> root@lucid:/etc/apache2# grep -n ^Include apache2.conf
> 204:Include /etc/apache2/mods-enabled/*.load
> 205:Include /etc/apache2/mods-enabled/*.conf
> 208:Include /etc/apache2/httpd.conf
> 211:Include /etc/apache2/ports.conf
> 233:Include /etc/apache2/conf.d/
> 236:Include /etc/apache2/sites-enabled/
>
> User is defined on line 145 and on line 236
> /etc/apache2/sites-enabled/ dir is included.
>
> Here is the conf for webrt. So it is included after User and Group are
> defined
>
> root@lucid:/etc/apache2# cat /etc/apache2/sites-enabled/webrt
>   
>   ### Optional apache logs for RT
>   ErrorLog /var/log/apache2/rt.error
>   TransferLog /var/log/apache2/rt.access
>   LogLevel debug
>
>   AddDefaultCharset UTF-8
>
>   DocumentRoot "/opt/rt4/share/html"
>   
>   Order allow,deny
>   Allow from all
>
>   SetHandler perl-script
>   PerlResponseHandler Plack::Handler::Apache2
>   PerlSetVar psgi_app /opt/rt4/sbin/rt-server
>   
>   
>   use Plack::Handler::Apache2;
>
> Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
>   
>   
>
> >
> > -kevin
> >
> >> root@lucid:/opt/rt4/var/mason_data# /etc/init.d/apache2 stop
> >>  * Stopping web server apache2
> >>   ... waiting ...
> >>
> >> [ OK ]
> >> root@lucid:/opt/rt4/var/mason_data# ls -al
> >> total 4
> >> drwxrwx--- 4 www-data www-data 1024 2011-05-25 17:21 .
> >> drwxr-xr-x 5 root root 1024 2011-05-20 12:42 ..
> >> drwxr-xr-x 2 root root 1024 2011-05-25 17:21 cache
> >> drwxr-xr-x 2 root root 1024 2011-05-25 17:21 obj
> >> root@lucid:/opt/rt4/var/mason_data# rm -rf cache obj
> >> root@lucid:/opt/rt4/var/mason_data# ls -al
> >> total 2
> >> drwxrwx--- 2 www-data www-data 1024 2011-05-26 11:34 .
> >> drwxr-xr-x 5 root root 1024 2011-05-20 12:42 ..
> >> root@lucid:/opt/rt4/var/mason_data# /etc/init.d/apache2 start
> >>  * Starting web server apache2
> >>   [ OK ]
> >> root@lucid:/opt/rt4/var/mason_data# ls -al
> >> total 4
> >> drwxrwx--- 4 www-data www-data 1024 2011-05-26 11:34 .
> >> drwxr-xr-x 5 root root 1024 2011-05-20 12:42 ..
> >> drwxr-xr-x 2 root root 1024 2011-05-26 11:34 cache
> >> drwxr-xr-x 2 root root 1024 2011-05-26 11:34 obj
> >> root@lucid:/opt/rt4/var/mason_data# ps -ef | grep apache2
> >> root  2192 1 27 11:34 ?00:00:04 /usr/sbin/apache2 -k
> start
> >> www-data  2195  2192  0 11:34 ?00:00:00 /usr/sbin/apache2 -k
> start
> >> root  2198  1367  0 11:34 pts/000:00:00 grep --color=auto
> apache2
> >> root@lucid:/opt/rt4/var/mason_data# ps -ef | grep apache2
> >> root  2192 1 20 11:34 ?00:00:05 /usr/sbin/apache2 -k
> start
> >> www-data  2195  2192  0 11:34 ?00:00:00 /usr/sbin/apache2 -k
> start
> >> www-data  2199  2192  2 11:34 ?00:00:00 /usr/sbin/apache2 -k
> start
> >> www-data  2200  2192  2 11:34 ?00:00:00 /usr/sbin/apache2 -k
> start
> >> root  2256  1367  0 11:34 pts/000:00:00 grep --color=auto
> apache2
> >> root@lucid:/opt/rt4/var/mason_data#
> >>
> >>
> >> --
> >> Asif Iqbal
> >> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> >> A: Because it messes up the order in which people normally read text.
> >> Q: Why is top-posting such a bad thing?
> >
>
>
>
> --
> Asif Iqbal
> PGP Ke

Re: [rt-users] Adding "Queue" to comment/reply section

[Chris Hall]

Good times... good times... I got it working, so gotta share my
modifications w/ everyone.  In fact, I would have had it working a LONG time
ago, but I had neglected 1 major step: removing all the old mason_data info!
 So for anybody who wants to add queue information to your reply/comments
section, edit share/html/Update.html in the following way:


<& /Ticket/Elements/EditBasics,
TicketObj => $TicketObj,
InTable   => 1,
fields=> [
{   name => 'Status',
comp => '/Elements/SelectStatus',
args => {
Name => 'Status',
DefaultLabel => loc("[_1] (Unchanged)",
loc($TicketObj->Status)),
Default => $ARGS{'Status'} || ($TicketObj->Status eq
$DefaultStatus ? undef : $DefaultStatus),
TicketObj => $TicketObj,
QueueObj => $TicketObj->QueueObj
},
},
{   name => 'Queue',
comp => '/Elements/SelectQueue',
args => {
Name => 'Queue',
Default => $ARGS{'Queue'} || $TicketObj->QueueObj->Id,
ShowNullOption => 0,
}
},
{   name => 'Owner',
comp => '/Elements/SelectOwner',
args => {
Name => "Owner",
TicketObj=> $TicketObj,
QueueObj => $TicketObj->QueueObj,
DefaultLabel => loc("[_1] (Unchanged)",
$m->scomp('/Elements/ShowUser', User => $TicketObj->OwnerObj)),
Default  => $ARGS{'Owner'}
}
},
{   name => 'Worked',
comp => '/Elements/EditTimeValue',
args => {
Name => 'UpdateTimeWorked',
Default => $ARGS{UpdateTimeWorked}||'',
InUnits => $ARGS{'UpdateTimeWorked-TimeUnits'}||'minutes',
}
},
]
&>

The new stuff is the name => 'Queue'

and REMEMBER! when you're done, to rm -rf /opt/rt4/var/mason_data/*
otherwise you'll be banging your head for hours wondering how you can change
damn near ANYTHING and yet NOTHING changes when you reload your webserver.
 Eh, lesson learned the hard way I guess. :)



On Thu, May 26, 2011 at 11:06 AM, Yan Seiner  wrote:

> We do something similar.  We have engineering and construction queues.
>
> When Engineering is done with design and the job is ready to go to the
> crews, we move it to construction queue.  Right now it involves the
> following steps:
>
> 1.  Change the queue
> 2.  Change the owner to the Construction Manager
> 3.  Move the old owner to AdminCC
> 4.  Remove engineering mgr from AdminCCs
> 5.  Add dispatch as AdminCC
>
> Since the people filling the roles don't necessarily have the same
> permisisons in both queues, this takes a few trips around the various RT
> screens.  It would be nice to have all of this on one screen.
>
>
> On Thu, May 26, 2011 7:42 am, Chris Hall wrote:
> > Sure Kenn, I'll elaborate.. and again, I had this working in 3.8.8.. it
> > just
> > seems more... difficult to dirty hack in on 4.0.0.  For example:
> >
> > Queue 1: Level 1 support
> > Queue 2: Level 2 support
> >
> >
> > Customer calls in and the guys at level 1 open a ticket in their queue
> for
> > the person's problem.
> >
> > 1 hr later they call back to level 1.. they are still having a problem.
> >  It's time to pass this on to the Level 2 guys.
> >
> > The level 1 guys want to click "comment" (or reply.. whatever) on the
> > ticket, and annotate that customer 1 is having problems beyond their
> scope
> > of responsibility.  It's time for level 2 to take over.  On this same
> > page,
> > they wish to change the queue to "Level 2 support", so that, upon
> updating
> > the ticket:
> >
> > 1. their notes are saved to the ticket
> > 2. the ticket is moved to the appropriate queue
> >
> >
> >
> >
> > On Thu, May 26, 2011 at 10:34 AM, Kenneth Crocker 
> > wrote:
> >
> >> Chris,
> >>
> >> I'm not sure I understand what you're asking. You wrote "so that my user
> >> base can change the queue when updating or replying to tickets". Why in
> >> the
> >> world would you want to do this? Tickets reside in a Queue, so how could
> >> RT
> >> find that ticket if you were sending an update t

Re: [rt-users] Adding "Queue" to comment/reply section

[Chris Hall]

Sure Kenn, I'll elaborate.. and again, I had this working in 3.8.8.. it just
seems more... difficult to dirty hack in on 4.0.0.  For example:

Queue 1: Level 1 support
Queue 2: Level 2 support


Customer calls in and the guys at level 1 open a ticket in their queue for
the person's problem.

1 hr later they call back to level 1.. they are still having a problem.
 It's time to pass this on to the Level 2 guys.

The level 1 guys want to click "comment" (or reply.. whatever) on the
ticket, and annotate that customer 1 is having problems beyond their scope
of responsibility.  It's time for level 2 to take over.  On this same page,
they wish to change the queue to "Level 2 support", so that, upon updating
the ticket:

1. their notes are saved to the ticket
2. the ticket is moved to the appropriate queue




On Thu, May 26, 2011 at 10:34 AM, Kenneth Crocker  wrote:

> Chris,
>
> I'm not sure I understand what you're asking. You wrote "so that my user
> base can change the queue when updating or replying to tickets". Why in the
> world would you want to do this? Tickets reside in a Queue, so how could RT
> find that ticket if you were sending an update to a different Queue? Again,
> I'm sure I read this incorrectly (that happens a lot with me ;-). Could you
> explain this a little differently, perhaps?
>
> Kenn
> LBNL
>
>
> On Thu, May 26, 2011 at 6:58 AM, Chris Hall  wrote:
>
>> Hello all,
>>
>> I was wondering if I could get a hand with a change I wanted to make on
>> our end.  In fact, I was able to change this in 3.8.8 days, but the changes
>> don't work on 4.0.0.  I want to add to the "Ticket and Transaction" section
>> a "Queue" option, so that my user base can change the queue when updating or
>> replying to tickets without having to go through the extra steps of going to
>> basic and changing it there once the ticket has been updated.  I've tried
>> several modifications to the code, but nothing seems to give me the results
>> I'm looking for.
>>
>> Is anybody able to offer any assistance on adding this dropdown into the
>> Ticket and Transaction field?
>>
>
>

[rt-users] Adding "Queue" to comment/reply section

[Chris Hall]

Hello all,

I was wondering if I could get a hand with a change I wanted to make on our
end.  In fact, I was able to change this in 3.8.8 days, but the changes
don't work on 4.0.0.  I want to add to the "Ticket and Transaction" section
a "Queue" option, so that my user base can change the queue when updating or
replying to tickets without having to go through the extra steps of going to
basic and changing it there once the ticket has been updated.  I've tried
several modifications to the code, but nothing seems to give me the results
I'm looking for.

Is anybody able to offer any assistance on adding this dropdown into the
Ticket and Transaction field?

Re: [rt-users] Please help - rt4 slow after upgrade

[Chris Hall]

That -really- seemed to slow down.. almost everything I did.  Although when
I looked at the results, I was seeing not alot of time spent on the queries.

/index.html - 0.0208s Toggle 45 queries
/Ticket/Display.html - 0.1104s Toggle 65 queries
/Search/Results.html - 0.5969s Toggle 232 queries

The only extension I'm running is one called BriefHistory, which filters out
a lot of stuff we don't want to sift through in the comments section of
tickets, but considering the slowdown can occur on the main page, search
pages (before criteria is even entered), etc... I don't think that's the
factor.  Just to be sure, I restarted without it loaded, and saw similar
delays.  Below is my current RT_SiteConfig.pm.. does anything look wrong?

### Set to try to stop the lag
Set($WebSessionClass, "Apache::Session::File");

Set( $rtname, '-CENSORED-');
Set($Organization , "-CENSORED-");
Set($CorrespondAddress  , '-CENSORED-');
Set($CommentAddress  , '-CENSORED-');
Set($MailCommand, 'smtp');
Set($SMTPServer, '-CENSORED-');
Set($SMTPFrom , '-CENSORED-');
Set($NotifyActor , '1');
Set($OwnerEmail  , 'root');
Set($MaxAttachmentSize  , 1000);
Set($DatabaseType, 'mysql');
Set($DatabaseUser , 'rt_user'); Set($DatabasePassword  , '-CENSORED-');
Set($DatabaseName  , 'rt4');
Set($WebPath , "");
Set($WebBaseURL  , "http://-CENSORED-";);
Set(@Plugins,qw(RT::Extension::BriefHistory));
1;


On Mon, May 23, 2011 at 1:42 PM, Kevin Falcone wrote:

> On Mon, May 23, 2011 at 09:09:08AM -0400, Chris Hall wrote:
> > Seems after watching a few days this is still an issue.  It seems
> completely
> > random.. some pages just... take awhile to load for some reason.  15 - 20
> > seconds, and then you can blast through a few pages instantly it seems...
> > completely random.  I've checked the logs, no errors or anything that
> stands
> > out.  Some of the pages that slow down don't access replying via email,
> so
> > SMTP wouldn't be the issue.  I examined again my slow query logs for
> mysql
> > and yesterday got this:
>
> None of these queries look like something generated by RT.  RT's ORM
> has some... signatures it leaves on the query.
>
> Are you perhaps using some sort of backup or indexing tool, or an
> extension developed in-house?
>
> > # Time: 110523  2:30:10
> > # User@Host: rt_user[rt_user] @ localhost []
> > # Query_time: 6  Lock_time: 0  Rows_sent: 70390  Rows_examined: 70390
> > use rt3;
> > SELECT /*!40001 SQL_NO_CACHE */ * FROM `Attachments`;
> > # Time: 110523  2:30:17
> > # User@Host: rt_user[rt_user] @ localhost []
> > # Query_time: 4  Lock_time: 0  Rows_sent: 125353  Rows_examined: 125353
> > SELECT /*!40001 SQL_NO_CACHE */ * FROM `Transactions`;
> > # Time: 110523  2:30:20
> > # User@Host: rt_user[rt_user] @ localhost []
> > # Query_time: 3  Lock_time: 0  Rows_sent: 10343  Rows_examined: 10343
> > SELECT /*!40001 SQL_NO_CACHE */ * FROM `sessions`;
>
> If you'd like to try and examine SQL problems on a particular page, you
> can enable $StatementLog and examine the output from the Configuration
> -> Tools page as a superuser.
>
> -kevin
>
> > However, that's only 3 entries.. it happens much more often than that.
>  I'm
> > thinking I'll see the CPU peg out maybe 5 - 8  times in a 5 min span, for
> > about 10 - 15 seconds each time watching top.  My only thought is there's
> > some type of a miscommunication between apache and mysql, but I have no
> idea
> > what.  At this point, I'm open to any and all suggestions.  Please, if
> > anybody has any suggestions on where to look, I'd appreciate it.
> >
> > On Thu, May 19, 2011 at 10:33 AM, Chris Hall  wrote:
> >
> > > Well, resolved the below a bit by adding to RT_SiteConfig.pm:
> > >
> > > Set($WebSessionClass, "Apache::Session::File");
> > >
> > > However, CPU usage still peaks out on apache2 processes, although it
> > > appears to be not AS frequent.  Anybody have any other suggestions on
> areas
> > > to look into?  Some are saying the slowdown seems to occur most
> frequently
> > > when updating tickets.
> > >
> > >
> > > On Wed, May 18, 2011 at 8:36 PM, Chris Hall  wrote:
> > >
> > >> I actually saw something about that in a message to the mailing list,
> and
> > >> already turned it off as well, as a precaution.   After searching
> around
> > >> some and trying out some tests, it seems the delay happens after the
> GET
> > >>

Re: [rt-users] Please help - rt4 slow after upgrade

[Chris Hall]

Seems after watching a few days this is still an issue.  It seems completely
random.. some pages just... take awhile to load for some reason.  15 - 20
seconds, and then you can blast through a few pages instantly it seems...
completely random.  I've checked the logs, no errors or anything that stands
out.  Some of the pages that slow down don't access replying via email, so
SMTP wouldn't be the issue.  I examined again my slow query logs for mysql
and yesterday got this:

# Time: 110523  2:30:10
# User@Host: rt_user[rt_user] @ localhost []
# Query_time: 6  Lock_time: 0  Rows_sent: 70390  Rows_examined: 70390
use rt3;
SELECT /*!40001 SQL_NO_CACHE */ * FROM `Attachments`;
# Time: 110523  2:30:17
# User@Host: rt_user[rt_user] @ localhost []
# Query_time: 4  Lock_time: 0  Rows_sent: 125353  Rows_examined: 125353
SELECT /*!40001 SQL_NO_CACHE */ * FROM `Transactions`;
# Time: 110523  2:30:20
# User@Host: rt_user[rt_user] @ localhost []
# Query_time: 3  Lock_time: 0  Rows_sent: 10343  Rows_examined: 10343
SELECT /*!40001 SQL_NO_CACHE */ * FROM `sessions`;


However, that's only 3 entries.. it happens much more often than that.  I'm
thinking I'll see the CPU peg out maybe 5 - 8  times in a 5 min span, for
about 10 - 15 seconds each time watching top.  My only thought is there's
some type of a miscommunication between apache and mysql, but I have no idea
what.  At this point, I'm open to any and all suggestions.  Please, if
anybody has any suggestions on where to look, I'd appreciate it.

On Thu, May 19, 2011 at 10:33 AM, Chris Hall  wrote:

> Well, resolved the below a bit by adding to RT_SiteConfig.pm:
>
> Set($WebSessionClass, "Apache::Session::File");
>
> However, CPU usage still peaks out on apache2 processes, although it
> appears to be not AS frequent.  Anybody have any other suggestions on areas
> to look into?  Some are saying the slowdown seems to occur most frequently
> when updating tickets.
>
>
> On Wed, May 18, 2011 at 8:36 PM, Chris Hall  wrote:
>
>> I actually saw something about that in a message to the mailing list, and
>> already turned it off as well, as a precaution.   After searching around
>> some and trying out some tests, it seems the delay happens after the GET
>> request to the apache server, and watching the logs, nothing appears in the
>> log until about 20 seconds after the request to say the user asked for it..
>> so there's about 20 - 30 seconds of dead time from the GET to when the log
>> shows a request was made.  On a forum recommendation, I enabled slow mysql
>> logging and noticed several entries in the log.  Here is a sample:
>>
>> # User@Host: rt_user[rt_user] @ localhost []
>> # Query_time: 3246  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600);
>> # User@Host: rt_user[rt_user] @ localhost []
>> # Query_time: 3204  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600);
>> # User@Host: rt_user[rt_user] @ localhost []
>> # Query_time: 2897  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600);
>> # User@Host: rt_user[rt_user] @ localhost []
>> # Query_time: 2885  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600);
>> # Time: 110518 19:51:37
>> # User@Host: rt_user[rt_user] @ localhost []
>> # Query_time: 1660  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600);
>> # Time: 110518 19:56:44
>> # User@Host: rt_user[rt_user] @ localhost []
>> # Query_time: 14  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>> SELECT GET_LOCK('Apache-Session-29fd7421a2e8981d99740258bbb9aea3', 3600);
>>
>>
>> Dunno if they are of any help, but to me, it seems to indicate several
>> SELECT queries that are running long for... whatever reason.  Do these logs
>> make sense to anybody?
>>
>> On Wed, May 18, 2011 at 6:33 PM, Jonah Hirsch  wrote:
>>
>>> I was having this issue, same exact versions and problems with apache2. I
>>> turned off mod_deflate and that helped a bit, but I'm still getting some
>>> slowdowns, just not as much as before.
>>> ---
>>>  Jonah Hirsch
>>>
>>>
>>>
>>> On Wed, May 18, 2011 at 11:31 AM, Chris Hall  wrote:
>>>
>>>> Not sure where to start here, but trying to diagnose why after an
>>>> upgrade from 3.8.8 to 4.0.0 things have slowed down tremendously.  Doing
>>>> even pedestrian tasks such as loading the home screen or opening the ticket
>>>> search will about 30% of the time decide it wants to max out the cpu with
>>>> the apache2 process for roughly 20 - 30 seconds.  Sometimes, loading things
>>>> happens almost instantaneously.  Other times, there's this weird delay.  
>>>> Not
>>>> sure where to start looking, are there any known issues that I might need 
>>>> to
>>>> be aware of?
>>>
>>>
>>>
>>
>

Re: [rt-users] Please help - rt4 slow after upgrade

[Chris Hall]

Well, resolved the below a bit by adding to RT_SiteConfig.pm:

Set($WebSessionClass, "Apache::Session::File");

However, CPU usage still peaks out on apache2 processes, although it appears
to be not AS frequent.  Anybody have any other suggestions on areas to look
into?  Some are saying the slowdown seems to occur most frequently when
updating tickets.

On Wed, May 18, 2011 at 8:36 PM, Chris Hall  wrote:

> I actually saw something about that in a message to the mailing list, and
> already turned it off as well, as a precaution.   After searching around
> some and trying out some tests, it seems the delay happens after the GET
> request to the apache server, and watching the logs, nothing appears in the
> log until about 20 seconds after the request to say the user asked for it..
> so there's about 20 - 30 seconds of dead time from the GET to when the log
> shows a request was made.  On a forum recommendation, I enabled slow mysql
> logging and noticed several entries in the log.  Here is a sample:
>
> # User@Host: rt_user[rt_user] @ localhost []
> # Query_time: 3246  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600);
> # User@Host: rt_user[rt_user] @ localhost []
> # Query_time: 3204  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600);
> # User@Host: rt_user[rt_user] @ localhost []
> # Query_time: 2897  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600);
> # User@Host: rt_user[rt_user] @ localhost []
> # Query_time: 2885  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600);
> # Time: 110518 19:51:37
> # User@Host: rt_user[rt_user] @ localhost []
> # Query_time: 1660  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
> SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600);
> # Time: 110518 19:56:44
> # User@Host: rt_user[rt_user] @ localhost []
> # Query_time: 14  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
> SELECT GET_LOCK('Apache-Session-29fd7421a2e8981d99740258bbb9aea3', 3600);
>
>
> Dunno if they are of any help, but to me, it seems to indicate several
> SELECT queries that are running long for... whatever reason.  Do these logs
> make sense to anybody?
>
> On Wed, May 18, 2011 at 6:33 PM, Jonah Hirsch  wrote:
>
>> I was having this issue, same exact versions and problems with apache2. I
>> turned off mod_deflate and that helped a bit, but I'm still getting some
>> slowdowns, just not as much as before.
>> ---
>>  Jonah Hirsch
>>
>>
>>
>> On Wed, May 18, 2011 at 11:31 AM, Chris Hall  wrote:
>>
>>> Not sure where to start here, but trying to diagnose why after an upgrade
>>> from 3.8.8 to 4.0.0 things have slowed down tremendously.  Doing even
>>> pedestrian tasks such as loading the home screen or opening the ticket
>>> search will about 30% of the time decide it wants to max out the cpu with
>>> the apache2 process for roughly 20 - 30 seconds.  Sometimes, loading things
>>> happens almost instantaneously.  Other times, there's this weird delay.  Not
>>> sure where to start looking, are there any known issues that I might need to
>>> be aware of?
>>
>>
>>
>

Re: [rt-users] Please help - rt4 slow after upgrade

[Chris Hall]

I actually saw something about that in a message to the mailing list, and
already turned it off as well, as a precaution.   After searching around
some and trying out some tests, it seems the delay happens after the GET
request to the apache server, and watching the logs, nothing appears in the
log until about 20 seconds after the request to say the user asked for it..
so there's about 20 - 30 seconds of dead time from the GET to when the log
shows a request was made.  On a forum recommendation, I enabled slow mysql
logging and noticed several entries in the log.  Here is a sample:

# User@Host: rt_user[rt_user] @ localhost []
# Query_time: 3246  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600);
# User@Host: rt_user[rt_user] @ localhost []
# Query_time: 3204  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600);
# User@Host: rt_user[rt_user] @ localhost []
# Query_time: 2897  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600);
# User@Host: rt_user[rt_user] @ localhost []
# Query_time: 2885  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600);
# Time: 110518 19:51:37
# User@Host: rt_user[rt_user] @ localhost []
# Query_time: 1660  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600);
# Time: 110518 19:56:44
# User@Host: rt_user[rt_user] @ localhost []
# Query_time: 14  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
SELECT GET_LOCK('Apache-Session-29fd7421a2e8981d99740258bbb9aea3', 3600);


Dunno if they are of any help, but to me, it seems to indicate several
SELECT queries that are running long for... whatever reason.  Do these logs
make sense to anybody?

On Wed, May 18, 2011 at 6:33 PM, Jonah Hirsch  wrote:

> I was having this issue, same exact versions and problems with apache2. I
> turned off mod_deflate and that helped a bit, but I'm still getting some
> slowdowns, just not as much as before.
> ---
> Jonah Hirsch
>
>
>
> On Wed, May 18, 2011 at 11:31 AM, Chris Hall  wrote:
>
>> Not sure where to start here, but trying to diagnose why after an upgrade
>> from 3.8.8 to 4.0.0 things have slowed down tremendously.  Doing even
>> pedestrian tasks such as loading the home screen or opening the ticket
>> search will about 30% of the time decide it wants to max out the cpu with
>> the apache2 process for roughly 20 - 30 seconds.  Sometimes, loading things
>> happens almost instantaneously.  Other times, there's this weird delay.  Not
>> sure where to start looking, are there any known issues that I might need to
>> be aware of?
>
>
>

[rt-users] Please help - rt4 slow after upgrade

[Chris Hall]

Not sure where to start here, but trying to diagnose why after an upgrade
from 3.8.8 to 4.0.0 things have slowed down tremendously.  Doing even
pedestrian tasks such as loading the home screen or opening the ticket
search will about 30% of the time decide it wants to max out the cpu with
the apache2 process for roughly 20 - 30 seconds.  Sometimes, loading things
happens almost instantaneously.  Other times, there's this weird delay.  Not
sure where to start looking, are there any known issues that I might need to
be aware of?

Re: [rt-users] rt & apache running slow

[Chris Hall]

ok... update... it only seems to do this when I'm going through a proxy
server... odd.  I can hit it without any trouble inside our network, and
from the internet, but when it goes through my squid proxy, it wants to
choke out.

On Wed, May 18, 2011 at 10:21 AM, Chris Hall  wrote:

> Hello all,
>
> I'm not sure if was the case before the upgrade to 4.0.0 from 3.8.8, but
> I've noticed intermittent slowdown.. particularly on the front page.  I have
> a suspect as to why this is the case, and I wanted to know if this could be
> backed up.  The ppl who use rt here requested that "resolved" status be an
> active status, so it shows up as a column on the right for the queues, etc..
> we're up to around 7000 tickets, and I'm wondering if the taking of
> inventory of all these tickets might be what's causing the slowdown.  At
> times I can wait upwards for 20+ seconds while apache churns away at 99.9%
> CPU usage, waiting on the front page to generate.  Could it be the result of
> all the tickets that rt is inventorying to display as active that is the
> cause of this?
>

[rt-users] rt & apache running slow

[Chris Hall]

Hello all,

I'm not sure if was the case before the upgrade to 4.0.0 from 3.8.8, but
I've noticed intermittent slowdown.. particularly on the front page.  I have
a suspect as to why this is the case, and I wanted to know if this could be
backed up.  The ppl who use rt here requested that "resolved" status be an
active status, so it shows up as a column on the right for the queues, etc..
we're up to around 7000 tickets, and I'm wondering if the taking of
inventory of all these tickets might be what's causing the slowdown.  At
times I can wait upwards for 20+ seconds while apache churns away at 99.9%
CPU usage, waiting on the front page to generate.  Could it be the result of
all the tickets that rt is inventorying to display as active that is the
cause of this?

[rt-users] rflush error after 4.0.0 upgrade

[Chris Hall]

Hello,

I just went through the rt4 upgrade this morning, from 3.8.8, and things
went relatively smooth.  However, I'm occasionally seeing the rflush error
below popping up in my apache2.error log.  I haven't gotten any calls on it,
so I'm not sure if this is actually kicking ppl off or what the story is,
but as a type of pre-emptive strike, I'd like to figure out what this is or
what may be causing it.  Does anybody have any insight?





[Tue May 17 08:07:24 2011] [error] [client #]
Apache2::RequestIO::rflush: (103) Software caused connection abort at
/usr/local/share/perl/5.10.0/Plack/Handler/Apache2.pm line 148, referer:
http://rt.imctv.com/
[Tue May 17 08:07:51 2011] [error] [client #]
Apache2::RequestIO::rflush: (103) Software caused connection abort at
/usr/local/share/perl/5.10.0/Plack/Handler/Apache2.pm line 148, referer:
http://rt.imctv.com/
[Tue May 17 08:10:04 2011] [error] [client #]
Apache2::RequestIO::rflush: (103) Software caused connection abort at
/usr/local/share/perl/5.10.0/Plack/Handler/Apache2.pm line 148, referer:
http://rt.imctv.com/
[Tue May 17 08:10:42 2011] [error] [client #]
Apache2::RequestIO::rflush: (103) Software caused connection abort at
/usr/local/share/perl/5.10.0/Plack/Handler/Apache2.pm line 148, referer:
http://rt.imctv.com/
[Tue May 17 08:11:28 2011] [error] [client #]
Apache2::RequestIO::rflush: (103) Software caused connection abort at
/usr/local/share/perl/5.10.0/Plack/Handler/Apache2.pm line 148, referer:
http://rt.imctv.com/
[Tue May 17 08:11:28 2011] [error] [client #]
Apache2::RequestIO::rflush: (103) Software caused connection abort at
/usr/local/share/perl/5.10.0/Plack/Handler/Apache2.pm line 148, referer:
http://rt.imctv.com/
[Tue May 17 08:11:28 2011] [error] [client #]
Apache2::RequestIO::rflush: (103) Software caused connection abort at
/usr/local/share/perl/5.10.0/Plack/Handler/Apache2.pm line 148, referer:
http://rt.imctv.com/
[Tue May 17 08:11:28 2011] [error] [client #]
Apache2::RequestIO::rflush: (103) Software caused connection abort at
/usr/local/share/perl/5.10.0/Plack/Handler/Apache2.pm line 148, referer:
http://rt.imctv.com/
[Tue May 17 08:11:29 2011] [error] [client #]
Apache2::RequestIO::rflush: (103) Software caused connection abort at
/usr/local/share/perl/5.10.0/Plack/Handler/Apache2.pm line 148, referer:
http://rt.imctv.com/
[Tue May 17 08:11:29 2011] [error] [client #]
Apache2::RequestIO::rflush: (103) Software caused connection abort at
/usr/local/share/perl/5.10.0/Plack/Handler/Apache2.pm line 148, referer:
http://rt.imctv.com/

[rt-users] Question about configuration changes in RT_SiteConfig.pm in 4.0.0

[Chris Hall]

Hello,

I had the following lines in my RT_SiteConfig.pm on 3.8.8:

Set (@ActiveStatus, qw(new open stalled resolved));
Set (@InactiveStatus, qw(voicemail1 voicemail2 rejected deleted));


..to move "resolved" to an active status, and also to make a couple new
statuses.. "voicemail1" and "voicemail2", which were inactives.  This no
longer seems to work in 4.0.0, and I'm having some trouble tracking down how
to achieve the same results.  Does anybody have any insights into this?

Thanks

Re: [rt-users] Handling a ticket that contains MANY comments....

[Chris Hall]

Could you elaborate on the child ticket?  The way we handle things usually
is we have a ticket for each customer, and update it if they call in.  In
this case though, it was all about turnover, and getting everything logged
quickly, so they didn't want to have to bother with looking up a customer's
ticket to log it.  They wanted a way to very quickly put a comment somewhere
that "yes, somebody called" so they could move on to the next phone call in
queue (which was a deep queue btw). They want to make sure they log
"something" b/c at the end of the month they try to match up how many
comments they made on RT verses how many calls they took, for quality
checking purposes, etc..

I never really messed with child ticket functionality, how exactly does it
work?

On Fri, Apr 22, 2011 at 10:35 AM, Steve Anderson <
steve.ander...@bipsolutions.com> wrote:

>  Or use the child ticket functionality? Though that will increase the
> number of tickets in the system.
>
>
>
>
>
> Steve Anderson
>
>
>
> *From:* rt-users-boun...@lists.bestpractical.com [mailto:
> rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Chris Hall
> *Sent:* 22 April 2011 15:33
> *To:* rt-users
> *Subject:* [rt-users] Handling a ticket that contains MANY comments
>
>
>
> Hello all,
>
>
>
> Question:  How should I best handle a ticket with multiple comments?  By
> multiple, I mean 400+.
>
>
>
> Here's the background.  Our helpdesk had to deal w/ a widespread outage.
>  Tons upon tons of ppl were calling in for the entire day.  They decided
> they needed to log all these calls, so they created on ticket, named for
> this example "outage".  Everytime someone called in, they would open the
> "outage" ticket and put a quick "advised user of outage" in the ticket.
>  However, once the ticket started growing into the hundreds of comments, it
> would nearly lock the server up when someone would access it.  The CPU would
> peg out while the page was loaded, which would take roughly 2 minutes... and
> with probably a new person trying to access the ticket every 15 seconds, you
> could see how this was a problem.  It brought the entire ticketing system to
> something of a standstill.
>
>
>
> My question to you guys is how do I avoid something like this moving
> forward in the future?  I found this:
>
>
>
>
> http://search.cpan.org/~ruz/RT-Extension-ViaLink-UpdateTicket-0.02/lib/RT/Extension/ViaLink/UpdateTicket.pm
>
>
>
> and was thinking it would resolve the problem, if I can format the link it
> talks about to just update the ticket w/o trying to load/render a several
> hundred line ticket.. what are your thoughts?  Would this work?
>
>
>  --
>
> This email has been scanned by Netintelligence
> http://www.netintelligence.com/email
>  --
>
> --
> BiP Solutions Limited is a company registered in Scotland with Company
> Number SC086146 and VAT number 383030966 and having its registered
> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
>
>
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>
> 
>

[rt-users] Handling a ticket that contains MANY comments....

[Chris Hall]

Hello all,

Question:  How should I best handle a ticket with multiple comments?  By
multiple, I mean 400+.

Here's the background.  Our helpdesk had to deal w/ a widespread outage.
 Tons upon tons of ppl were calling in for the entire day.  They decided
they needed to log all these calls, so they created on ticket, named for
this example "outage".  Everytime someone called in, they would open the
"outage" ticket and put a quick "advised user of outage" in the ticket.
 However, once the ticket started growing into the hundreds of comments, it
would nearly lock the server up when someone would access it.  The CPU would
peg out while the page was loaded, which would take roughly 2 minutes... and
with probably a new person trying to access the ticket every 15 seconds, you
could see how this was a problem.  It brought the entire ticketing system to
something of a standstill.

My question to you guys is how do I avoid something like this moving forward
in the future?  I found this:

http://search.cpan.org/~ruz/RT-Extension-ViaLink-UpdateTicket-0.02/lib/RT/Extension/ViaLink/UpdateTicket.pm

and was thinking it would resolve the problem, if I can format the link it
talks about to just update the ticket w/o trying to load/render a several
hundred line ticket.. what are your thoughts?  Would this work?

Re: [rt-users] search by CommentedOnBy?

[Chris Hall]

The problem is, I'm not strong enough in sql and perl to whip that out.  I
understand the HomepageComponents, I've added a couple, and I can edit
usually to suit my needs, but I can't just whip out a portlet.  Not sure how
to proceed.

On Tue, Feb 22, 2011 at 1:17 PM, Kevin Falcone wrote:

> On Tue, Feb 22, 2011 at 01:10:00PM -0500, Chris Hall wrote:
> >Sorry for the ignorance here, but I'm trying to muddle my way through
> this. I've installed
> >DBIx::SearchBuilder via cpan and I've made a copy of the Results.html
> found in
> >/opt/rt3/share/html/Search, and called it Results_custom.html. I've
> put the following code in:
> >use DBIx::SearchBuilder::Handle;
> >my $handle = DBIx::SearchBuilder::Handle->new();
> >$handle->Connect(
> >Driver => 'mysql',
> >Database => 'rt3',
> >Host => 'localhost',
> >User => 'rt_user',
> >Password => 'abcd1234'
> >);
> >my ($title, $ticketcount);
> >$session{'i'}++;
> >$session{'tickets'} = RT::Tickets->new($session{'CurrentUser'}) ;
> >$session{'tickets'}->$handle->FetchResult("select
> >
>  
> Transactions.id,ObjectType,ObjectId,Type,Transactions.Created,Name,EmailAddress
> from
> >Transactions inner join Users on Users.id=Transactions.Creator where
> ObjectType='RT::Ticket'
> >and Type='Comment' and Transactions.Created>='2011-02-04 01:00:00' and
> >Transactions.Created<='2011-02-07 23:59:00';");
> >in place of:
> >my ($title, $ticketcount);
> >$session{'i'}++;
> >$session{'tickets'} = RT::Tickets->new($session{'CurrentUser'}) ;
> >$session{'tickets'}->FromSQL($Query) if ($Query);
> >to try to force a query, but it seems to return no results. I can't
> seem to find a place to
> >troubleshoot this from, so it's kinda like shooting in the dark. I was
> hoping maybe somebody
> >could give me a little insight as to where I'm mis-stepping. Again,
> sorry about all the
> >trouble and questions about this.
>
> This seems the wrong way to go about it.  Also, DBIx::SearchBuilder is
> required for RT, so I'd assume you have it installed already.
>
> I'd build a portlet in local/html/Elements that makes an RT::Tickets
> object (which is a DBIx::SearchBuilder object) and calls Limit to
> build the queries you want and then passes the result to
> CollectionList.
>
> You can add that portlet to your HomepageComponents and add it to your
> front page like any other search once you get there.
>
> You may want to take apart the other portlets in HomepageCOmponents to
> get an idea of what is going on.
>
> -kevin
>
>
> >On Mon, Feb 21, 2011 at 11:59 AM, Thomas Sibley <[1]
> t...@bestpractical.com> wrote:
> >
> >  On 21 Feb 2011 11:40, Chris Hall wrote:
> >  > ..so I've been racking my brain on this one for awhile. Any
> guidance is
> >  > appreciated. The aforementioned query works great, I just need to
> >  > integrate it into RT. However, the RT queries seem to (I'm sure
> for
> >  > good reason) strip off alot of that query to the point that it
> doesn't
> >  > work. I've tried manually setting it as the query in a custom
> >  > Results.html, still to no avail. I'm not quite sure how to
> proceed.
> >  > Does anyone have any suggestions?
> >
> >  RT's user-exposed queries are written in TicketSQL, not SQL.
> TicketSQL
> >  is a SQL-like DSL to describe tickets you want to find. TicketSQL
> >  doesn't search for transactions, only tickets, so you can't express
> your
> >  SQL query in TicketSQL. [2]
> http://requesttracker.wikia.com/wiki/TicketSQL
> >
> >  To show the results of your SQL below in RT, you'd need to modify
> the
> >  query to use the DBIx::SearchBuilder API and then display the
> results.
> >
> >  Thomas
> >  > On Fri, Feb 11, 2011 at 11:48 AM, Kenneth Crocker <[3]
> kfcroc...@lbl.gov
> >  > <mailto:[4]kfcroc...@lbl.gov>> wrote:
> >  >
> >  > Chris,
> >  >
> >  > We do something similar to Payam. We have an Oracle DataBase so we
> >  > created a "view" of the RT data to allow us to use COGNOS (or
> other
> >  >

Re: [rt-users] search by CommentedOnBy?

[Chris Hall]

Sorry for the ignorance here, but I'm trying to muddle my way through this.
 I've installed DBIx::SearchBuilder via cpan and I've made a copy of the
Results.html found in /opt/rt3/share/html/Search, and called it
Results_custom.html.  I've put the following code in:

use DBIx::SearchBuilder::Handle;

my $handle = DBIx::SearchBuilder::Handle->new();

$handle->Connect(
Driver  =>  'mysql',
Database=>  'rt3',
Host=>  'localhost',
User=>  'rt_user',
Password=>  'abcd1234'
);

my ($title, $ticketcount);
$session{'i'}++;
$session{'tickets'} = RT::Tickets->new($session{'CurrentUser'}) ;
$session{'tickets'}->$handle->FetchResult("select
Transactions.id,ObjectType,ObjectId,Type,Transactions.Created,Name,EmailAddress
from Transactions inner join Users on Users.id=Transactions.Creator where
ObjectType='RT::Ticket' and Type='Comment' and
Transactions.Created>='2011-02-04 01:00:00' and
Transactions.Created<='2011-02-07 23:59:00';");

in place of:


my ($title, $ticketcount);
$session{'i'}++;
$session{'tickets'} = RT::Tickets->new($session{'CurrentUser'}) ;
$session{'tickets'}->FromSQL($Query) if ($Query);



to try to force a query, but it seems to return no results.  I can't seem to
find a place to troubleshoot this from, so it's kinda like shooting in the
dark.  I was hoping maybe somebody could give me a little insight as to
where I'm mis-stepping.  Again, sorry about all the trouble and questions
about this.

On Mon, Feb 21, 2011 at 11:59 AM, Thomas Sibley wrote:

> On 21 Feb 2011 11:40, Chris Hall wrote:
> > ..so I've been racking my brain on this one for awhile.  Any guidance is
> > appreciated.  The aforementioned query works great, I just need to
> > integrate it into RT.  However, the RT queries seem to (I'm sure for
> > good reason) strip off alot of that query to the point that it doesn't
> > work.  I've tried manually setting it as the query in a custom
> > Results.html, still to no avail.  I'm not quite sure how to proceed.
> >  Does anyone have any suggestions?
>
> RT's user-exposed queries are written in TicketSQL, not SQL.  TicketSQL
> is a SQL-like DSL to describe tickets you want to find.  TicketSQL
> doesn't search for transactions, only tickets, so you can't express your
> SQL query in TicketSQL.  http://requesttracker.wikia.com/wiki/TicketSQL
>
> To show the results of your SQL below in RT, you'd need to modify the
> query to use the DBIx::SearchBuilder API and then display the results.
>
> Thomas
>
> > On Fri, Feb 11, 2011 at 11:48 AM, Kenneth Crocker  > <mailto:kfcroc...@lbl.gov>> wrote:
> >
> > Chris,
> >
> > We do something similar to Payam. We have an Oracle DataBase so we
> > created a "view" of the RT data to allow us to use COGNOS (or other
> > reporting software) to create reports from RT data. Works great.
> >
> > Kenn
> > LBNL
> >
> > On Fri, Feb 11, 2011 at 1:32 AM, Payam Poursaied  > <mailto:pa...@rasana.net>> wrote:
> >
> > You could start by database
> >
> > select
> >
> Transactions.id,ObjectType,ObjectId,Type,Transactions.Created,Name,EmailAddr
> > ess from Transactions
> > inner join Users on Users.id=Transactions.Creator
> > where ObjectType='RT::Ticket' and  Type='Comment' and
> > Transactins.Created>='-MM-DD HH:MM:SS' and
> > Transactions.Created<='-MM-DD HH:MM:SS';
> >
> > But be aware of 2 things:
> > First: the time is not your localtime, it is GMT0
> > second: if someone rather than your support team is allowed to
> > comment on
> > tickets, you would have them in the report
> >
> >
> >
> >
> > Date: Thu, 10 Feb 2011 16:25:10 -0500
> > From: Chris Hall mailto:hir...@gmail.com>>
> > To: rt-users@lists.bestpractical.com
> > <mailto:rt-users@lists.bestpractical.com>
> > Subject: Re: [rt-users] search by CommentedOnBy?
> >
> > I hate to necro an old, dead thread but.. this seems to have
> > come up again..
> > from two separate people.  I did figure out if I edited the
> > advanced section
> > and added __CommentedOnBy__ I could at least 

Re: [rt-users] search by CommentedOnBy?

[Chris Hall]

..so I've been racking my brain on this one for awhile.  Any guidance is
appreciated.  The aforementioned query works great, I just need to integrate
it into RT.  However, the RT queries seem to (I'm sure for good reason)
strip off alot of that query to the point that it doesn't work.  I've tried
manually setting it as the query in a custom Results.html, still to no
avail.  I'm not quite sure how to proceed.  Does anyone have any
suggestions?

On Fri, Feb 11, 2011 at 11:48 AM, Kenneth Crocker  wrote:

> Chris,
>
> We do something similar to Payam. We have an Oracle DataBase so we created
> a "view" of the RT data to allow us to use COGNOS (or other reporting
> software) to create reports from RT data. Works great.
>
> Kenn
> LBNL
>
> On Fri, Feb 11, 2011 at 1:32 AM, Payam Poursaied  wrote:
>
>> You could start by database
>>
>> select
>>
>> Transactions.id,ObjectType,ObjectId,Type,Transactions.Created,Name,EmailAddr
>> ess from Transactions
>> inner join Users on Users.id=Transactions.Creator
>> where ObjectType='RT::Ticket' and  Type='Comment' and
>> Transactins.Created>='-MM-DD HH:MM:SS' and
>> Transactions.Created<='-MM-DD HH:MM:SS';
>>
>> But be aware of 2 things:
>> First: the time is not your localtime, it is GMT0
>> second: if someone rather than your support team is allowed to comment on
>> tickets, you would have them in the report
>>
>>
>>
>>
>> Date: Thu, 10 Feb 2011 16:25:10 -0500
>> From: Chris Hall 
>> To: rt-users@lists.bestpractical.com
>> Subject: Re: [rt-users] search by CommentedOnBy?
>>
>> I hate to necro an old, dead thread but.. this seems to have come up
>> again..
>> from two separate people.  I did figure out if I edited the advanced
>> section
>> and added __CommentedOnBy__ I could at least see who the last person was
>> to
>> comment on a ticket, but here's my current problem:
>>
>> Helpdesk manager person has some software that spits out how many calls a
>> given worker does, and wants to compare this with the RT records.  For
>> example, Worker A takes 54 calls in a night.  Helpdesk manager person
>> wants
>> to check the RT records to see if he has made 54 comments for that given
>> night.  Kind of a making sure ppl are doing what they're supposed to be
>> doing.
>>
>> So sometime before the end of the month, I need to figure out a way to
>> form
>> a query to show all comments in a given month.  Maybe not "show" them, but
>> just a list to say... Worker A commented on the following tickets this
>> month.
>>
>> Does anybody have any suggestions where I could start with something like
>> this?
>>
>>
>

[rt-users] Only emailing certain people question

[Chris Hall]

This seems like a simple thing, but I can't figure it out.  So there's one
main queue, and there's only about... 10 - 15 users total on this RT system
I'm admin for.  They all have access to the main queue.  However, the boss
guy is adding in users/email addresses to the tickets individually in the CC
and requesters, etc... sections of each ticket.  The idea being he wants
everybody to be able to go in and look at whatever ticket it is, but he only
wants emails sent to the specific people he designates on per ticket basis.
 For example:  Ticket A, if commented on, will email user 1, user 3 and user
7.  Ticket B, if commented on, will notify user 1, user 4 and user 9, and so
on and so on.

This seems like it should be simple.. and yet it's not.  Currently, I have
everyone grouped together into a "main" group and set as watchers for the
main queue, and I'm not sure why exactly, but nobody is getting emails
except the boss, who is an admincc.  Could somebody give me some guidance on
how to set this up?  Things I've tried so far:

Setting up global scrip to mail cc, admincc and requesters and removing the
"main" group from cc, which works for email, but then removes everyone in
main group's access to the queue

Re: [rt-users] search by CommentedOnBy?

[Chris Hall]

Thanks!  That looks like it's giving me what I'm looking for.. now I just
need to find a way to integrate it into RT.

On Fri, Feb 11, 2011 at 4:32 AM, Payam Poursaied  wrote:

> You could start by database
>
> select
>
> Transactions.id,ObjectType,ObjectId,Type,Transactions.Created,Name,EmailAddr
> ess from Transactions
> inner join Users on Users.id=Transactions.Creator
> where ObjectType='RT::Ticket' and  Type='Comment' and
> Transactins.Created>='-MM-DD HH:MM:SS' and
> Transactions.Created<='-MM-DD HH:MM:SS';
>
> But be aware of 2 things:
> First: the time is not your localtime, it is GMT0
> second: if someone rather than your support team is allowed to comment on
> tickets, you would have them in the report
>
>
>
>
> Date: Thu, 10 Feb 2011 16:25:10 -0500
> From: Chris Hall 
> To: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] search by CommentedOnBy?
>
> I hate to necro an old, dead thread but.. this seems to have come up
> again..
> from two separate people.  I did figure out if I edited the advanced
> section
> and added __CommentedOnBy__ I could at least see who the last person was to
> comment on a ticket, but here's my current problem:
>
> Helpdesk manager person has some software that spits out how many calls a
> given worker does, and wants to compare this with the RT records.  For
> example, Worker A takes 54 calls in a night.  Helpdesk manager person wants
> to check the RT records to see if he has made 54 comments for that given
> night.  Kind of a making sure ppl are doing what they're supposed to be
> doing.
>
> So sometime before the end of the month, I need to figure out a way to form
> a query to show all comments in a given month.  Maybe not "show" them, but
> just a list to say... Worker A commented on the following tickets this
> month.
>
> Does anybody have any suggestions where I could start with something like
> this?
>
>

Re: [rt-users] search by CommentedOnBy?

[Chris Hall]

I hate to necro an old, dead thread but.. this seems to have come up again..
from two separate people.  I did figure out if I edited the advanced section
and added __CommentedOnBy__ I could at least see who the last person was to
comment on a ticket, but here's my current problem:

Helpdesk manager person has some software that spits out how many calls a
given worker does, and wants to compare this with the RT records.  For
example, Worker A takes 54 calls in a night.  Helpdesk manager person wants
to check the RT records to see if he has made 54 comments for that given
night.  Kind of a making sure ppl are doing what they're supposed to be
doing.

So sometime before the end of the month, I need to figure out a way to form
a query to show all comments in a given month.  Maybe not "show" them, but
just a list to say... Worker A commented on the following tickets this
month.

Does anybody have any suggestions where I could start with something like
this?

On Tue, Jan 4, 2011 at 9:56 AM, Kevin Falcone wrote:

> On Tue, Jan 04, 2011 at 08:32:21AM -0500, Kris Germann wrote:
> > -Original Message-
> > From: rt-users-boun...@lists.bestpractical.com
> > [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin
> Falcone
> > Sent: Tuesday, January 04, 2011 8:24 AM
> > To: rt-users@lists.bestpractical.com
> > Subject: Re: [rt-users] search by CommentedOnBy?
> >
> > > > On Mon, Jan 03, 2011 at 06:16:42PM -0500, Chris Hall wrote:
> > > >That's close I think, but not quite what I'm looking for. I
> couldn't
> > get your line to work..
> > > >although I could see how it's not exactly what they're looking
> for.
> > They want to search for
> > > >everything a particular user has commented on on the current day.
> > That would potentially show
> > > >things a user had commented on in a previous day, and another
> person
> > had commented on today.
> >
> > > CommentedOnBy is not a valid RT 3.8 search term
> > > The search you're trying to build goes against Transactions and would
> > > require code.
> > Which installation is this specific to? I am running RT Ver 3.8.8 (On
> > Freeside 2.1.2cvs) and my terms of CommentedOnBy = 'user1' LastUpdatedOn
> =
> > 'today' appear to work fine... Or is it something more specific.
>
> Sounds like you have custom code
>
> $ rt/3.8 (3.8-trunk)$ grep -r CommentedOnBy lib/
>
> -kevin
>

[rt-users] Editing comments

[Chris Hall]

Is there a way to edit comments?  Problem arose when a helpdesk guy here
apparently copy and pasted into the comment block of a ticket, and it
grabbed a bunch of "bonus code".  Now the comments for that ticket
read: Message
body not shown because it is too large.  He knows not to do that now, but
I'm sure this will come up again, and I'd like to salvage this ticket, and
any further comments seem to display the error above as well.  Is there an
easy way to go in and edit the comments, to remove the extra junk that got
put in it?

[rt-users] Combobox as a search.. possible?

[Chris Hall]

I saw in the archives where this was asked once before, but never answered,
so here goes...

Can I set up a custom field combobox to display as a combobox in the ticket
search area?  Currently, it only displays the custom field as a text entry
when searching, but I'd rather have the combobox functionality in search.  I
have it in ticket creation, works fine there.. just want it in search as
well.  Is this possible?

Re: [rt-users] search by CommentedOnBy?

[Chris Hall]

That's close I think, but not quite what I'm looking for.  I couldn't get
your line to work.. although I could see how it's not exactly what they're
looking for.  They want to search for everything a particular user has
commented on on the current day.  That would potentially show things a user
had commented on in a previous day, and another person had commented on
today.

On Mon, Jan 3, 2011 at 5:01 PM, Kris Germann  wrote:

> Under ‘Reports’, you can choose ‘Advance Ticket Search’ which should call
> on freeside/rt/Search/Build.html depending on how you’ve got your RT set up…
>
>
>
> After this (I find) it’s easier to click over ‘Advanced’, beside Edit
> Search and Calendar; then just enter your search terms. If I wanted to
> search for all tickets CommentedOnBy myself, I’d write:
>
>
>
> CommentedOnBy = ‘kris’ AND LastUpdated = ‘today’ where ‘kris’ is the rtuser
> id and LastUpdated is the date you wish to search… A bit hazy on the date
> format though, I believe it’s unixtimestamp based…
>
>
>
> Additionally, CommentedOnBy = ‘kris’, would pull up ALL comments by user
> ‘kris’ from the history of your RT installation until the second you clicked
> ‘Show Report’ J
>
>
>
> Also, a wider search would be ‘LastUpdatedBy in which would would replace
> CommentedOnBy with this and it would pull up status changes, comments,
> replies, etc… for a specific user, or for all users chronologically…
>
>
>
> Thanks
>
>
>
> Kris Germann
> Supervisor, Sales & Technical Support
> Fibernetics Corporation
> freephoneline.ca
> 605 Boxwood Drive
> Cambridge ON, N3E1A5
>
>
>
> *From:* rt-users-boun...@lists.bestpractical.com [mailto:
> rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Chris Hall
> *Sent:* Monday, January 03, 2011 4:09 PM
> *To:* rt-users
> *Subject:* [rt-users] search by CommentedOnBy?
>
>
>
> Is there a way to do a search of tickets to see which tickets a given
> person has commented on?
>

[rt-users] search by CommentedOnBy?

[Chris Hall]

Is there a way to do a search of tickets to see which tickets a given person
has commented on?

Re: [rt-users] Adding it as a 'Requestor' would create a mail loop.... ?

[Chris Hall]

I'm just saying with this configuration, when I go to create a ticket, the
default "requestor" is trouble-tic...@imctv.com but when I hit submit, I get
an error:

trouble-tic...@imctv.com is an address RT receives mail at. Adding it as a
'Requestor' would create a mail loop

On Wed, Dec 1, 2010 at 12:38 PM, Kevin Falcone wrote:

> On Wed, Dec 01, 2010 at 12:26:30PM -0500, Chris Hall wrote:
> > ok, here's a smipplet of what I've got in RT_SiteConfig
> >
> > Set($CorrespondAddress  , 'trouble-tic...@imctv.com');
> > Set($CommentAddress  , 'rt-comm...@imctv.com');
> > Set($SMTPFrom , 'trouble-tic...@imctv.com');
> > Set($RTAddressRegexp ,
> > '^(trouble-tick...@imctv\.com|rt-comme...@imctv\.com)$');
> >
> > I assumed I needed to match trouble-tic...@imctv.com and
> > rt-comm...@imctv.com, did I form the regexp wrong, or am I wrong on this
> > thinking?
>
> That appears correct.  What is the actual From: address you're
> trying to use?
>
> -kevin
>
> > On Wed, Dec 1, 2010 at 12:16 PM, Kevin Falcone <
> falc...@bestpractical.com>wrote:
> >
> > > On Wed, Dec 01, 2010 at 09:17:35AM -0500, Chris Hall wrote:
> > > >I'm a bit confused here.. tried reading up on this but.. maybe I
> just
> > > need a layman's
> > > >[1]mym...@myserver.com is an address RT receives mail at. Adding
> it
> > > as a 'Requestor' would
> > > >create a mail loop
> > > >(obviously that's not the email address.. just kinda..
> censoring..)
> > > >In the past, we've always used this email address as the single
> > > address to send out
> > > >notifications, etc.. and we don't really get "replies" to tickets
> via
> > > email. So now it appears
> > > >it wants a different email account, rather than the "catch-all"
> one we
> > > made. I tried
> > > >uncommenting the line from RT_SiteConfig.pm and restarting apache,
> but
> > > that didn't seem to
> > > >change anything. Before I accidentally break something, can
> someone
> > > help me out here? All I
> > > >want is to have it able to submit tickets using the catch-all
> email
> > > account we made for it.
> > >
> > > Most likely you wrote your RTAddressRegexp wrong and are matching
> > > accounts other than your Correspond and Comment addresses
> > >
> > > -kevin
> > >
>
>

Re: [rt-users] Adding it as a 'Requestor' would create a mail loop.... ?

[Chris Hall]

ok, here's a smipplet of what I've got in RT_SiteConfig

Set($CorrespondAddress  , 'trouble-tic...@imctv.com');
Set($CommentAddress  , 'rt-comm...@imctv.com');
Set($SMTPFrom , 'trouble-tic...@imctv.com');
Set($RTAddressRegexp ,
'^(trouble-tick...@imctv\.com|rt-comme...@imctv\.com)$');

I assumed I needed to match trouble-tic...@imctv.com and
rt-comm...@imctv.com, did I form the regexp wrong, or am I wrong on this
thinking?



On Wed, Dec 1, 2010 at 12:16 PM, Kevin Falcone wrote:

> On Wed, Dec 01, 2010 at 09:17:35AM -0500, Chris Hall wrote:
> >I'm a bit confused here.. tried reading up on this but.. maybe I just
> need a layman's
> >[1]mym...@myserver.com is an address RT receives mail at. Adding it
> as a 'Requestor' would
> >create a mail loop
> >(obviously that's not the email address.. just kinda.. censoring..)
> >In the past, we've always used this email address as the single
> address to send out
> >notifications, etc.. and we don't really get "replies" to tickets via
> email. So now it appears
> >it wants a different email account, rather than the "catch-all" one we
> made. I tried
> >uncommenting the line from RT_SiteConfig.pm and restarting apache, but
> that didn't seem to
> >change anything. Before I accidentally break something, can someone
> help me out here? All I
> >want is to have it able to submit tickets using the catch-all email
> account we made for it.
>
> Most likely you wrote your RTAddressRegexp wrong and are matching
> accounts other than your Correspond and Comment addresses
>
> -kevin
>

[rt-users] Adding it as a 'Requestor' would create a mail loop.... ?

[Chris Hall]

I'm a bit confused here.. tried reading up on this but.. maybe I just need a
layman's explanation of what I need to be doing here.

We were using rt 3.8.7, but recently upgraded to 3.8.8.  As per the README,
after the 'make upgrade' I ran:


/opt/rt3/sbin/rt-setup-database --dba rt_user --prompt-for-dba-password
--action upgrade


which initially gave an error about RTAddressRegexp not being set.  So after
some digging, I've set the regular expression up in
/opt/rt3/etc/RT_SiteConfig.pm and re-ran the above line, w/o the
aforementioned error.  However, this morning when I went to create a test
ticket, I get:


mym...@myserver.com is an address RT receives mail at. Adding it as a
'Requestor' would create a mail loop


(obviously that's not the email address.. just kinda.. censoring..)

In the past, we've always used this email address as the single address to
send out notifications, etc..  and we don't really get "replies" to tickets
via email.  So now it appears it wants a different email account, rather
than the "catch-all" one we made.  I tried uncommenting the line from
RT_SiteConfig.pm and restarting apache, but that didn't seem to change
anything.  Before I accidentally break something, can someone help me out
here?  All I want is to have it able to submit tickets using the catch-all
email account we made for it.

Re: [rt-users] Switching queues from comment link

[Chris Hall]

Nevermind, figured it out.. in Updates.html added


<&|/l&>Queue:
<%$SelectQueue|n%>



.



my $SelectQueue = $m->scomp("/Elements/SelectQueue", Name => 'Queue',
Default =>$TicketObj->QueueObj->Id, ShowNullOption => 0);




On Thu, Oct 28, 2010 at 4:22 PM, Chris Hall  wrote:

> It's probably going to be something of a dirty hack but.. I'd like a
> one-stop shop where people can re-open resolved tickets, comment on them,
> and place them in appropriate queues.  (helpdesk, billing, corp support,
> etc...)  The obvious place for this seems to be the "Comment" link at the
> top right, as it has already the dropdowns to re-open the ticket, and a box
> for comments.. but I'd like to add in a drop-down to this page to tell it
> also which queue it needs to go to once I click "Update Ticket".  I've
> looked around and I'm a little lost where to begin with something like this.
>  Does anybody have any ideas how something like this could be done?

[rt-users] Switching queues from comment link

[Chris Hall]

It's probably going to be something of a dirty hack but.. I'd like a
one-stop shop where people can re-open resolved tickets, comment on them,
and place them in appropriate queues.  (helpdesk, billing, corp support,
etc...)  The obvious place for this seems to be the "Comment" link at the
top right, as it has already the dropdowns to re-open the ticket, and a box
for comments.. but I'd like to add in a drop-down to this page to tell it
also which queue it needs to go to once I click "Update Ticket".  I've
looked around and I'm a little lost where to begin with something like this.
 Does anybody have any ideas how something like this could be done?

[rt-users] Mandatory rt at a glance items by group

[Chris Hall]

Hello all,

I think I may have asked this before, but didn't quite get the answer I was
looking for.  I'm looking for a way to mandate items on the RT at a glance
screen for people based on group membership.  For example, I'd like to make
a custom search that says "tickets that haven't been commented on in 3 days
and are not closed" which I have the search built for.. but I want it to
show up on the front page of all members of the "helpdesk" group, without
them needing to do anything special.  How would I do something like this?

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

[rt-users] Quicksearch question

[Chris Hall]

I know this is a simple question but, I can't seem to find the right place
to allow modification of quicksearch on rt at a glance for users.  What
permission do I need to open up?  Right now they have an Edit link, but when
users try to modify it, they get "No permission to set preferences" error.

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Customizing the left side main menu

[Chris Hall]

but what file would I need to edit?  I'm trying to find where the left side
menu is generated.

On Tue, Oct 5, 2010 at 10:35 AM, Kevin Falcone wrote:

> On Tue, Oct 05, 2010 at 08:42:22AM -0400, Chris Hall wrote:
> >Ok, in a nutshell.. I'd like to add some extra options to the main
> menu, where Home and
> >Tickets and Tools, etc.. exist.. maybe at the bottom. But I'd like to
> make them only appear
> >based off of permissions. Ex: if you're in the Helpdesk group, display
> these additional links
> >that will open up to maybe a custom dashboard based on the link I
> click. I already figured out
> >how to make the custom dashboard entries.. just trying to figure out
> how to implement the
> >custom menu based on user or group part.. any ideas?
>
> Sounds like you want the $group->HasMember method
>
> You can read more about it Group_Overlay.pm
>
> -kevin
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

[rt-users] Customizing the left side main menu

[Chris Hall]

Ok, in a nutshell.. I'd like to add some extra options to the main menu,
where Home and Tickets and Tools, etc.. exist.. maybe at the bottom.  But
I'd like to make them only appear based off of permissions.  Ex: if you're
in the Helpdesk group, display these additional links that will open up to
maybe a custom dashboard based on the link I click.  I already figured out
how to make the custom dashboard entries.. just trying to figure out how to
implement the custom menu based on user or group part.. any ideas?

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[rt-users] RT at a glance for groups

[Chris Hall]

Is it possible?  For example, we have our users divided into groups of
like... helpdesk.. corporate support.. field techs... I'd like to make a
custom search to display the helpdesk tickets via RT at a glance for the
members of the helpdesk group, but I see how to do it via individual users,
or global.. but not via group.  Is this functionality available?

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Re: [rt-users] Custom Field display descriptions

[Chris Hall]

I was wondering this myself.. on 3.8.7 here.. I'd like a way to have a more
"descriptive" explanation on the form, rather than Input must match
^\d{3}-\d{3}-\d{4}$ (not everybody knows that means a ###-###- phone
number)

On Fri, May 28, 2010 at 9:16 AM, Mike Johnson wrote:

> Greetings,
>
> I'm looking for a quick tweak to the way custom fields are displayed.
>  Right now, we create custom fields with codes, and full descriptions.
> However, the custom field is showing only the code.  Is there a way I can
> tweak it to show the description, but use the associated code when storing
> it in the database?
>
> I'm on an old version(3.2.1) and this may already be fixed in a newer
> version but I didn't see it in any of the patch notes.
>
> Thanks!
> Mike.
>
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>

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Re: [rt-users] Filtering out unneeded info from ticket

[Chris Hall]

That seems to work like a charm... thanks for the hard work. :)

On Sat, May 15, 2010 at 7:32 PM, Christian Loos  wrote:

> Hi Chris,
>
> I just created an extension that is doing what you want.
> You can check it out at github:
> http://github.com/cloos/rt-extension-briefhistory
>
> Chris
>
> Am 13.05.2010 19:28, schrieb Chris Hall:
> > Thanks Raed and Torsten, I took a little bit of both.  I ended up
> > editing Ticket/Elements/ShowHistory with:
> >
> > } else {
> >   $Transactions = $Ticket->Transactions;
> >   if ($r->uri =~ /History\.html/) {
> >   } else {
> >   $Transactions->Limit(FIELD => 'Type', VALUE => 'Correspond');
> >   $Transactions->Limit(FIELD => 'Type', VALUE => 'Comment');
> >   $Transactions->Limit(FIELD => 'Type', VALUE => 'Create');
> >   }
> > }
> >
> > so that the "full" history would be shown if the history link was
> > clicked, as alluded to in Torsten's link. (I couldn't seem to get the
> > Callbacks working for some reason.. maybe I just needed to restart
> > apache?)  so with this code, only the added comments are shown unless
> > you are looking from the history link, in which case everything is
> > shown.. seems to work pretty well.  I'll keep looking later though, as
> > I'd rather get the callbacks working instead.  Thanks for the help guys.
>
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Re: [rt-users] Filtering out unneeded info from ticket

[Chris Hall]

Thanks Raed and Torsten, I took a little bit of both.  I ended up editing
Ticket/Elements/ShowHistory with:

} else {
  $Transactions = $Ticket->Transactions;
  if ($r->uri =~ /History\.html/) {
  } else {
  $Transactions->Limit(FIELD => 'Type', VALUE => 'Correspond');
  $Transactions->Limit(FIELD => 'Type', VALUE => 'Comment');
  $Transactions->Limit(FIELD => 'Type', VALUE => 'Create');
  }
}

so that the "full" history would be shown if the history link was clicked,
as alluded to in Torsten's link. (I couldn't seem to get the Callbacks
working for some reason.. maybe I just needed to restart apache?)  so with
this code, only the added comments are shown unless you are looking from the
history link, in which case everything is shown.. seems to work pretty well.
 I'll keep looking later though, as I'd rather get the callbacks working
instead.  Thanks for the help guys.

On Thu, May 13, 2010 at 11:06 AM, Raed El-Hames  wrote:

> Hi Chris;
>
> The value of the information you want to hide is only appreciated when you
> need it.
> But its possible to remove them from the ticket history by editing:
> Ticket/Elements/ShowHistory
> In the <%INIT> section  change:
> } else {
>   $Transactions = $Ticket->Transactions;
> }
>
> to
> } else {
>   $Transactions = $Ticket->Transactions;
>   $Transactions->Limit(FIELD => 'Type', VALUE => 'Correspond');
>   $Transactions->Limit(FIELD => 'Type', VALUE => 'Comment);
>   $Transactions->Limit(FIELD => 'Type', VALUE => 'Create');
> }
>
> Regards;
>
> Roy
>
> Chris Hall wrote:
>
>> How can I filter from the history information I don't want to see?  For
>> example.. snippet from a recent ticket:
>>
>> Mon May 10 10:26:17 2010 The RT System itself - Status changed from 'new'
>> to 'open'
>> <http://rt.imctv.com/Ticket/Display.html?id=43#txn-708>Mon May 10
>> 10:26:17 2010 Allen Stevens - Given to Allen Stevens
>> <http://rt.imctv.com/Ticket/Display.html?id=43#txn-720>Mon May 10
>> 10:33:04 2010 Allen Stevens - Queue changed from Corporate Support to
>> Central Office
>> <http://rt.imctv.com/Ticket/Display.html?id=43#txn-721>Mon May 10
>> 10:33:05 2010 The RT System itself - Outgoing email recorded
>>
>> Mon May 10 10:33:05 2010 Allen Stevens - Given to Nobody
>>
>> They only want to see like... correspondence/comments.  So where would I
>> want to go to start filtering out all the "other" stuff from history when
>> they look at the ticket?
>>
>

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[rt-users] Filtering out unneeded info from ticket

[Chris Hall]

How can I filter from the history information I don't want to see?  For
example.. snippet from a recent ticket:

Mon May 10 10:26:17 2010 The RT System itself - Status changed from 'new' to
'open'
   
Mon May 10 10:26:17 2010 Allen Stevens - Given to Allen Stevens
 
Mon May 10 10:33:04 2010 Allen Stevens - Queue changed from Corporate
Support to Central Office
 
Mon May 10 10:33:05 2010 The RT System itself - Outgoing email recorded
  Mon May 10 10:33:05 2010 Allen Stevens - Given to Nobody

They only want to see like... correspondence/comments.  So where would I
want to go to start filtering out all the "other" stuff from history when
they look at the ticket?

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[rt-users] Deleting queues

[Chris Hall]

Total n00b question here but, how does one "delete" a queue?  I don't see
the option anywhere.

I see that I can disable it but, it still shows for admin users.  I want to
just delete it completely.

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[rt-users] Setting up spamassassin

[Chris Hall]

How does one go about setting up spamassassin with RT?  I've downloaded it
via apt-get, just not sure what the next step would be.

Trying to stop all the "fre.e v1agerra" tickets... gr

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Re: [rt-users] Question about using an external SMTP server

[Chris Hall]

ok, turns out I am getting bounced messages... snippet below:

Delivery to the following recipient has been delayed:

r...@rt.#.com 

Message will be retried for 2 more day(s)

Technical details of temporary failure:
The recipient server did not accept our requests to connect.

(note, replacing my domain w/ #'s in this email only... :)  )

Postfix seems to be running on the server...

rt:/etc/init.d# ./postfix status
postfix is running.

On the server itself I verified things seem to be working...

echo 'hello' | mail -s "Test subject" rt


which created a ticket in general.  I got a CC on it, but replying
sends it again into the ether.. thinking perhaps it's a port blockage
perhaps on the rt server?



On Tue, Apr 27, 2010 at 4:20 PM, Curtis Bruneau  wrote:

> Ideally it would be on the RT server itself. The SMTP relaying and MTA are
> technically separate. You can do just local deliveries on the RT server
> which accepts port 25 smtp traffic but think of it as the final relay
> destination. You would also have to set up the MTA to recognize the hostname
> as accepted so it doesn't try to relay it back out to relayhost. I think
> regardless of your $SMTPServer setting if you had RT server accepting mail
> you may want to set up relayhost for bounces and such.
>
> For postfix in /etc/postfix/main.cf you should see the following. The my
> networks is to ensure that only localhost can relay through it. This should
> for the most part be default already assuming the server was set up with the
> RT hostname.
>
> myhostname = rt.domain.com
> alias_maps = hash:/etc/aliases
> mydestination = rt.domain.com, localhost
> mynetworks = 127.0.0.0/8
>
> One thing to note; this is the default domain setup. If you hosted multiple
> email domains you'd have to look into the virtual domain settings. This is
> mostly likely the case on your SMTP as well so simply doing /etc/aliases may
> not be good enough unless your default domain is the same as the RT server.
>
> As for setting it up on your 'real' SMTP, you may be able to copy the perl
> script but you will most likely still require some of the perl modules from
> the 'make testdeps'. Then again I've never tried to do it before so I'm not
> really sure what dependencies it has.
>
> Chris Hall wrote:
>
>> well.. none yet.  I think I see where I've mis-stepped.  the modifications
>> to /etc/aliases needs to be ON the SMTP server, not the RT server, is that
>> correct?  and if so, that means I need to install the rt-mailgate on the
>> SMTP server?  If that's true, could I just copy my rt-mailgate from my bin
>> dir on the rt server to the SMTP server, or do I really have to go through
>> the entirety of the installation?  ...lotsa questions there, sry.
>>
>> On Tue, Apr 27, 2010 at 3:51 PM, Curtis Bruneau > curt...@vianet.ca>> wrote:
>>
>>Assuming the SMTPFrom setting isn't overriding the reply addresses
>>specified in the queue config queue@ queue-comment@ etc. You may
>>need to rebuild the alias hash with the newaliases command. Are
>>you getting any bounces from your smtp?
>>
>>Chris Hall wrote:
>>
>>ahh, nevermind, I got it...
>>
>>Set($SMTPServer, '##');
>>Set($SMTPFrom , 'r...@rt.#.com');
>>
>>but now, my question has evolved slightly.. email seems to be
>>successfully sent out, but I get the email saying "reply to
>>this address if you have questions, etc..." I reply to it, and
>>nothing seems to happen.
>>
>>I've added the following lines to /etc/aliases
>>
>>rt: "|/opt/rt3/bin/rt-mailgate --queue 'General' --action
>>correspond --url http://rt.###.com";
>>rt-comment: "|/opt/rt3/bin/rt-mailgate --queue 'General'
>>--action comment --url http://rt.##.com";
>>
>>(obviously w/o the # signs...) but nothing seems to happen
>>when I reply to the email... any ideas as to why?
>>
>>
>>On Tue, Apr 27, 2010 at 3:37 PM, Curtis Bruneau
>>mailto:curt...@vianet.ca>
>><mailto:curt...@vianet.ca <mailto:curt...@vianet.ca>>> wrote:
>>
>>   You should be able to set up postfix using the parameter
>>   'relayhost' for relaying, you can specify a different port if
>>   needed. This would allow you to still use the sendmail
>>commands to
>>   send. This is assuming you can still receive on por

Re: [rt-users] Question about using an external SMTP server

[Chris Hall]

well.. none yet.  I think I see where I've mis-stepped.  the modifications
to /etc/aliases needs to be ON the SMTP server, not the RT server, is that
correct?  and if so, that means I need to install the rt-mailgate on the
SMTP server?  If that's true, could I just copy my rt-mailgate from my bin
dir on the rt server to the SMTP server, or do I really have to go through
the entirety of the installation?  ...lotsa questions there, sry.

On Tue, Apr 27, 2010 at 3:51 PM, Curtis Bruneau  wrote:

> Assuming the SMTPFrom setting isn't overriding the reply addresses
> specified in the queue config queue@ queue-comment@ etc. You may need to
> rebuild the alias hash with the newaliases command. Are you getting any
> bounces from your smtp?
>
> Chris Hall wrote:
>
>> ahh, nevermind, I got it...
>>
>> Set($SMTPServer, '##');
>> Set($SMTPFrom , 'r...@rt.#.com');
>>
>> but now, my question has evolved slightly.. email seems to be successfully
>> sent out, but I get the email saying "reply to this address if you have
>> questions, etc..." I reply to it, and nothing seems to happen.
>>
>> I've added the following lines to /etc/aliases
>>
>> rt: "|/opt/rt3/bin/rt-mailgate --queue 'General' --action correspond --url
>> http://rt.###.com";
>> rt-comment: "|/opt/rt3/bin/rt-mailgate --queue 'General' --action comment
>> --url http://rt.##.com";
>>
>> (obviously w/o the # signs...) but nothing seems to happen when I reply to
>> the email... any ideas as to why?
>>
>>
>> On Tue, Apr 27, 2010 at 3:37 PM, Curtis Bruneau > curt...@vianet.ca>> wrote:
>>
>>You should be able to set up postfix using the parameter
>>'relayhost' for relaying, you can specify a different port if
>>needed. This would allow you to still use the sendmail commands to
>>send. This is assuming you can still receive on port 25 for MX
>>deliveries. Otherwise you may have no choice but to set it up on
>>your real smtp server.
>>
>>Chris Hall wrote:
>>
>>We're tightly controlling port 25 on our site here, so using
>>the local method for sending email is a no go.  I read
>>something about installing mailgate on the smtp server here,
>>but that has some people... nervous  My boss seems to
>>think it should be a matter of switching a line or two to set
>>a smarthost to our smtp server to make it work.  So my
>>question is, without dropping additional software or whatnot
>>on the smtp server... how can I use an external server for
>>sending mail?  What's the preferred and correct configuration
>>needed?
>>
>>
>>
>>  
>>
>>
>>
>>
>>Discover RT's hidden secrets with RT Essentials from O'Reilly
>>Media.
>>Buy a copy at http://rtbook.bestpractical.com
>>
>>
>>
>>
>

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Re: [rt-users] Question about using an external SMTP server

[Chris Hall]

ahh, nevermind, I got it...

Set($SMTPServer, '##');
Set($SMTPFrom , 'r...@rt.#.com');

but now, my question has evolved slightly.. email seems to be successfully
sent out, but I get the email saying "reply to this address if you have
questions, etc..." I reply to it, and nothing seems to happen.

I've added the following lines to /etc/aliases

rt: "|/opt/rt3/bin/rt-mailgate --queue 'General' --action correspond --url
http://rt.###.com";
rt-comment: "|/opt/rt3/bin/rt-mailgate --queue 'General' --action comment
--url http://rt.##.com";

(obviously w/o the # signs...) but nothing seems to happen when I reply to
the email... any ideas as to why?


On Tue, Apr 27, 2010 at 3:37 PM, Curtis Bruneau  wrote:

> You should be able to set up postfix using the parameter 'relayhost' for
> relaying, you can specify a different port if needed. This would allow you
> to still use the sendmail commands to send. This is assuming you can still
> receive on port 25 for MX deliveries. Otherwise you may have no choice but
> to set it up on your real smtp server.
>
> Chris Hall wrote:
>
>> We're tightly controlling port 25 on our site here, so using the local
>> method for sending email is a no go.  I read something about installing
>> mailgate on the smtp server here, but that has some people... nervous
>>  My boss seems to think it should be a matter of switching a line or two to
>> set a smarthost to our smtp server to make it work.  So my question is,
>> without dropping additional software or whatnot on the smtp server... how
>> can I use an external server for sending mail?  What's the preferred and
>> correct configuration needed?
>>
>>
>> 
>>
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>

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[rt-users] Question about using an external SMTP server

[Chris Hall]

We're tightly controlling port 25 on our site here, so using the local
method for sending email is a no go.  I read something about installing
mailgate on the smtp server here, but that has some people... nervous
 My boss seems to think it should be a matter of switching a line or two to
set a smarthost to our smtp server to make it work.  So my question is,
without dropping additional software or whatnot on the smtp server... how
can I use an external server for sending mail?  What's the preferred and
correct configuration needed?

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Re: [rt-users] Forward to queue question

[Chris Hall]

thanks for the speedy reply.

That's actually how I have it set now, and it works, but like I said, at the
top it gives a faulty "permission denied".

This is set on the Corp. Support queue for permissions for the "Helpdesk"
queue, and the error above occurs when someone in the helpdesk group moves a
ticket to the Corp. Support queue.  Is there something somewhere else I need
to set?  when root moves a ticket, no permission denied errors are
displayed.

On Fri, Apr 23, 2010 at 12:10 PM, Jerrad Pierce <
jpie...@cambridgeenergyalliance.org> wrote:

> On Fri, Apr 23, 2010 at 12:06, Chris Hall  wrote:
> > Hello all,
> >
> > I'm very new to RT, and after shifting around permissions on groups and
> > queues for a few hours, I'm ready to ask for some help.. btw,
> documentation
> > seems very widespread and unfocused, unless I'm looking in the wrong
> places.
> Read the book. It's the best place to get a grasp of the fundamentals.
> The wiki, POD and list archives tend to be for more esoteric issues
> and customization.
>
> > Basically, let's say I have 2 groups w/ a queue each... Helpdesk with a
> > "Helpdesk queue" and Corp. Support with a "Corp. Support" queue.  I don't
> > want them to see each other's queues.  However, I would like them to be
> able
> > to forward tickets on to the other's queues. What permissions would I
> need
> > to set up to make this happen?  I've got it most of the way, to where it
> > actually works, but when I forward a ticket, at the top in the yellow
> status
> > bar it says permission was denied.. though the ticket still seems to
> > transfer.
> SeeQueue but not ShowTicket.
>
> Although forward is not really the correct term here, one moves ticets
> between queues.
>

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[rt-users] Forward to queue question

[Chris Hall]

Hello all,

I'm very new to RT, and after shifting around permissions on groups and
queues for a few hours, I'm ready to ask for some help.. btw, documentation
seems very widespread and unfocused, unless I'm looking in the wrong places.


Basically, let's say I have 2 groups w/ a queue each... Helpdesk with a
"Helpdesk queue" and Corp. Support with a "Corp. Support" queue.  I don't
want them to see each other's queues.  However, I would like them to be able
to forward tickets on to the other's queues.  What permissions would I need
to set up to make this happen?  I've got it most of the way, to where it
actually works, but when I forward a ticket, at the top in the yellow status
bar it says permission was denied.. though the ticket still seems to
transfer.

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[rt-users] ldap overlay auth methods

[Chris Hall]

Hello,

I'm using the LDAP overlay and having trouble with getting RT to 
autocreate new users.


The user creation is working now, but now LDAP users are able to login 
using both their LDAP passwords, and the previously used RT passwords. 
My AuthMethods are:


Set($AuthMethods, ['LDAP', 'Internal']);

I would expect that if a user existed in ldap, but entered the wrong 
password, it wouldnt then try internal authentication, but that doesnt 
seem the case.


Should I be disabling the existing RT accounts in the database?

Thanks,

- Chris
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