[rt-users] Move Ticket from Queue A to Queue B by a simple Link or Button

[Ham MI-ID, Torsten Brumm]

Hi RT Gurus,
i'm searching for a possible way to easily move a ticket from a fixed Queue A 
to a fixed Queue B without using the "Basics" Menu and Dropdown from the normal 
ticket editing view, i have to move tickets with a single click on a link from 
queue a to queue b where both queues are fixed. does anyone know a simple 
option to /Ticket/Modify.html which can used for this?

Thanks

Torsten

Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



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Re: [rt-users] Allow client to see their requested tickets

[Ham MI-ID, Torsten Brumm]

Grant to unprivilegd users the seequeue rights in this queue could help?!?

- Originalnachricht -
Von: rt-users-boun...@lists.bestpractical.com 

An: RT users 
Gesendet: Thu Apr 02 17:50:20 2009
Betreff: Re: [rt-users] Allow client to see their requested tickets

Hi,

One further question,

In the self service interface, the user has the option of New Ticket.

However since the unprivileged user has no permissions on the queues
they cannot choose a queue to create the ticket in as below:

Queue: ()

How would I grant them permissions to be able to create a ticket in our
default support queue?

Regards
Dave
 


Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



-Original Message-
From: Dave Wells 
Sent: 02 April 2009 16:10
To: 'Raed El-Hames'; RT users
Subject: RE: [rt-users] Allow client to see their requested tickets

 
Thanks Roy,

That's exactly what i am looking for =)


-Original Message-
From: Raed El-Hames [mailto:r...@vialtus.com]
Sent: 02 April 2009 14:18
To: Dave Wells
Subject: Re: [rt-users] Allow client to see their requested tickets

Dave;

The self service interface allows exactly that, Been running my rt for
so many years I forgot what were the default rights , but if you give
the global group "Requestor" the right to:
ShowTicket
ReplyToTicket
ModifyTicket (if you want them to be able to change ticket status) then
any unprivileged user with a password assigned can login to RT and be
presented with a list if their tickets which they can reply/modify
*
Roy

*



 

This email is subject to:

http://www.vialtus.com/disclaimer.html

 

 



Dave Wells wrote:
> Hi,
>
> We have a requirement to allow our clients to have access to our 
> ticketing system.
>
> We only want to allow them to see tickets that they are the requester 
> for.
>
> We would also like them to have the ability to reply within their 
> tickets.
>
> Its highly important that they obviously cant see any tickets that 
> they are not the requester for.
>
> What would be the best way to go about this?
>
> Many Thanks
> Dave
>
> ___
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>
> Community help: http://wiki.bestpractical.com Commercial support: 
> sa...@bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>   


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Re: [rt-users] Install RT 1.0.7

[Ham MI-ID, Torsten Brumm]

Hi markus,
We had a similar problem in the past, not for rt 1 but for RT2 and a brand new 
system, os. What we did several years ago was, we installed the new system RT3 
and then we had all needed perl modules, later we simply copied the rt2 files 
to the new server and also moved the old db to the new server, rt started up 
without any problems, try it out in a vm, it is not a big deal!

Torsten

- Originalnachricht -
Von: rt-users-boun...@lists.bestpractical.com 

An: Jesse Vincent 
Cc: rt-users@lists.bestpractical.com 
Gesendet: Thu Apr 02 17:29:46 2009
Betreff: Re: [rt-users] Install RT 1.0.7

Actually the idea of leaving the old system 1 for 1 was. Not carrying out any 
change at the contents and at the appearance.
But if it cannot be solved differently, of course this is also worth a 
consideration.

So remain summarizing left:
a.) Use separate virtual machine.
b.) Convert RT to a newer version.
c.) Use an old(er) OS.

These are my possible options, aren't they? No (easy) way to fix the perl 
problem and correct something on perl or RT? I think the problem is the mysql 
emulation, isn't it?

Best regards,
Markus Hummel



Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



-Urspruengliche Nachricht-
Von: Jesse Vincent [mailto:je...@bestpractical.com] 
Gesendet: Donnerstag, 2. April 2009 16:20
An: Markus Hummel
Cc: Jesse Vincent; rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Install RT 1.0.7




On Thu, Apr 02, 2009 at 09:10:16AM +0200, Markus Hummel wrote:
> Hi,
> 
> Many thanks for your fast answer.
> At the moment we are using a RT 1.0.7 installation on an old machine. The OS 
> and the OS configuration are a nightmare.
> Because hardware and RT are very old, our admin decided to move to a new 
> system. The idea: Install a new ticket request system (such as RT or OTRS) on 
> a VMware machine. To keep all the old tickets, we would like to install RT 1 
> parallel to the new system on the same machine read only.

Why not use the RT upgrade tools to move your RT1 tickets to a newer RT?

> Actually this should not be a great problem. Unfortunately, the Perl module 
> causes problems, however.
> 
> So far everything correct?
> If this should not work so, we would install a second Debian parallel if 
> necessary as suggested. Somebody still sees an alternative to the second 
> machine?
> 
> Best regards,
> Markus Hummel
> 
> 
> -Urspruengliche Nachricht-
> Von: Jesse Vincent [mailto:je...@bestpractical.com] 
> Gesendet: Mittwoch, 1. April 2009 17:56
> An: Markus Hummel
> Cc: rt-users@lists.bestpractical.com
> Betreff: Re: [rt-users] Install RT 1.0.7
> 
> 
> 
> 
> On Wed  1.Apr'09 at 16:37:23 +0200, Markus Hummel wrote:
> > Hi,
> > 
> > I have a small problem and hope you can help me.
> > I try to install RT 1.0.7 on a current distribution - I know, crazy
> > request ;)
> 
> Perhaps you could tell us what you're actually trying to accomplish by
> installing RT 1.0. 
> 
> In general, I'd recommend finding a debian distribution from around then
> and running it in vmware, if you really need to run RT 1.0.
> 

-- 
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Re: [rt-users] Question about RT installation

[Ham MI-ID, Torsten Brumm]

RT is based on perl, not Java, you don't need Tomcat

Torsten


Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne





Von: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Alberto 
Villanueva
Gesendet: Dienstag, 31. Maerz 2009 11:25
An: rt-users@lists.bestpractical.com
Betreff: [rt-users] Question about RT installation



Hi all!

 

I have a stupid question, and I think the answer is simple, but Internet 
doesn't run well :-( :-(

 

The question is: Is tomcat used by RT? I think it's no, but I have the doubt 
:-( :-(

 

Thanks a lot!

 

Best regards,


ALBERTO VILLANUEVA VAL 

Consultor



 

 

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

www.altran.es  

 

 

 


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Re: [rt-users] Custom Field select boxes erroneously displayed asmulti-select...?

[Ham MI-ID, Torsten Brumm]

Sounds good, do you like to share this?

Torsten

- Originalnachricht -
Von: rt-users-boun...@lists.bestpractical.com 

An: Ken Crocker 
Cc: rt-users@lists.bestpractical.com 
Gesendet: Thu Mar 26 18:37:44 2009
Betreff: Re: [rt-users] Custom Field select boxes erroneously displayed 
asmulti-select...?

Hi Ken,

Yes please, that sounds perfect :-)

-- 
Richard Foley
Ciao - shorter than aufwiedersehen

http://www.rfi.net/

On Thursday 26 March 2009 18:11:03 Ken Crocker wrote:
> Richard,
> 
> I have some code that some generous person on this list gave me for 
> turning "Select" CF's into drop-down boxes. Would that help?
> 
> 
> Kenn
> LBNL
> 
> On 3/26/2009 5:21 AM, Richard Foley wrote:
> > Hi folks,
> >
> > I have a bunch of custom field select box popups, (a single selection from 
> > several possible pre-defined values), and they all display like 
multi-select 
> > popups.  The point is they look like multi-select popups, even though the 
> > behaviour is correctly single-select.  What I am looking for is a way to 
> > force these select popups to look like single-select popup menus.  Is 
there 
> > an obvious switch somewhere which defines this (currently incorrect) 
display 
> > behaviour, which I'm missing, does anyone know, please?  TIA.
> >
> >   
>

Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



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[rt-users] RT-3.6.5 - Strange Display Problem

[Ham MI-ID, Torsten Brumm]

Dear RT Users,
during the last time more and more users told me about a strange problem with 
our Setup - in short: depending on the connected Webserver, they cannot see all 
Queues!

Setup:

1 x Database ( MySQL 5.0.67 )
2 x Webserver ( Apache, FastCGI ) Server 2 is a clone/copy of Server 1
2 x Loadbalancer

This Setup is running since several years, the only change was the Loadbalancer 
in front (before we did it with DND Round Robin).

Since some weeks we covered the problem on WebServer 2 (the clone of Server 1). 
If a user is connected to this server and if the users has changed his view for 
Quicksearch (e.g. disabled some queues) he is not able to see all of the 
enabled queues! If the same user is moved to the First Server, the displayed 
view is ok.

If the user on Server 2 is deaktivating and reactivating the queues for 
Quicksearch it is running fine again...for a while.

Any ideas where to start debugging?

I've compared both servers (intalled RPM, installed CPAN Modules and the whole 
RT directory byte by byte) and only some differences found in hostsnames and IP 
Settings (which i expected)

At this moment i have really no idea where to start! Any help is appreciated.

Thanks

Torsten

Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



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Re: [rt-users] RT Book : does it worth?

[Ham MI-ID, Torsten Brumm]

Hi Andrea,

i remember a threat like this some months ago and again: Yes, the book is still 
actual! There are many changes since 2005 but the core and most of the main 
features are working the same way.

Torsten
 


Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



-Urspruengliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Andrea Perotti
Gesendet: Donnerstag, 5. Februar 2009 10:11
An: rt-users@lists.bestpractical.com
Betreff: [rt-users] RT Book : does it worth?

Hi guys
is the book published by O'Reilly still actual or too much time has 
passed since 2005 and the info written there are no more updated?

I've seen in changelog from 3.6 to 3.8 a big step head and reading about the 
idea of release 4.0 during 2009 make me even more in doubt about buying it...

Have you read it? Did you find it useful, or the way RT is intended to be 
documented nowadays is via wiki and this ML ?

Thank you for your answers and opinions.


cheers

--
Andrea Perotti
   Cutaway S.r.l.
   c/o Seat PagineGialle
   email : apero...@cutaway.it
   www   : http://www.cutaway.it

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Re: [rt-users] Query Builder page modification

[Ham MI-ID, Torsten Brumm]

Hi Daksh,
read my actual mails (sent to Kem Cho), it regarding slow BulkUpdate, but also 
the same situation at Qb before:

same problem here, the querybuilder page was also slow until i got a hint from 
jesse:
 
Make first a local copy of /rthome/share/html/Search/Elements/PickBasics to 
/rthome/local/html/Search/Elements/PickBasics 
 
Replace here:
 
<& /Elements/SelectOwner, Name => "ValueOfActor", ValueAttribute => 'Name' &>
 
With:
 

 
>From now QueryBuilder Page is much, much faster!

This was taken from RT 3.6.5 but i think you only have to replace this part:

Value => {
Type => 'component',
Path => '/Elements/SelectOwner',
Arguments => { ValueAttribute => 'Name' },
},

I'm not sure for 3.8.x but Emmanuel mentioned a change to SelectOwner.

Torsten

 


Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



-Urspruengliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von daksh
Gesendet: Donnerstag, 22. Januar 2009 00:03
An: RT-Users@lists.bestpractical.com
Betreff: [rt-users] Query Builder page modification

Hi,
We have RT 3.8.1 running on opensuse11; mysql 5.0.51a; perl 5.10.0

When I go to QueryBuilder page (it takes over 5 minutes to load), it shows me 
thousands of users for a box where it
says: "Owner"

But, when I go to mysql query browser, and search table "ACL" for all users 
with RightName of "OwnTickets", I get very few users (about 100), which is 
correct.
Here is the query I run: 
SELECT * FROM `rt3`.`ACL` where RightName = 'OwnTicket';

So, how do I correct the code for QueryBuilder page? 

Is there any documentation for this, if so please guide me there, or if anyone 
knows how to fix this issue, please advice...
I also tried to upgrade to RT 3.8.2 on my test machine, but I got same results.

Thanks for your help.


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Re: [rt-users] Search result display problems

[Ham MI-ID, Torsten Brumm]

Hi L.B.,
have a look: 
http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg16513.html

Ruslan added a patch for this.

Torsten 


Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



-Urspruengliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von L B
Gesendet: Freitag, 23. Januar 2009 18:28
An: RT-Users@lists.bestpractical.com
Betreff: [rt-users] Search result display problems

Hello all,

 RT 3.6.6 (but same on RT 3.8.2)

 I have a RT with 10 queues, many tickets on each queue. One of the user has 
access to one queue only. When he searches for all the RT, let's say with a 
search of id > 1, the results are displayed on many many pages, with different 
number of results on each : sometimes none, sometimes 3, sometimes 14 etc. And 
the number showing the number of results is the total number of RT (of all 
queues), and not the total number of RT the user should see.

Is it a bug ?

If I do the search with id > 1 and queue=QUEUE1, the correct number of result 
is displayed and the page navigation is correct.

As a workaround, how can I create a search saying "id > 1 and in all the queues 
I have the right to see ?" In fact, the search that is done by the "Quick 
search" portlet...

Or maybe have you another idea ?

Thanks !
--
L.B.
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Re: [rt-users] Custom field set based on value of another customfield...

[Ham MI-ID, Torsten Brumm]

Hi Calvin,
looking up the database is a possible, but ugly way i think. Inside the RT Wiki 
you will find much better solutions:
 
Custom Action:
 
Get Content from CF1: 
 
my $cf1 = $self->TicketObj->FirstCustomFieldValue('CF1Name');
 
Then compare against something if needed
 
Write Content to CF2:
 
$self->TicketObj->AddCustomFieldValue(Field => 'CF2Name', Value => $cf1, 
RecordTransaction => 1); (or use 0 to not record Transaction)
 
Around this you need only a Custom Condition where you check if CF Content has 
changed.
 
It is much cleaner i think.,
 
Torsten


Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne





Von: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Calvin 
Gorriaran
Gesendet: Freitag, 23. Januar 2009 23:17
An: rt-users@lists.bestpractical.com
Betreff: [rt-users] Custom field set based on value of another customfield...


We are looking into ways to have a script update a custom field (custom field 
2) based on the value of another custom field (custom field 1). This would 
hopefully be done by using a lookup table in the database to determine the 
value of custom field 2 based on the value of custom field 1. Has anyone done 
something like this in RT? We are currently running version 3.8.2.


Thanks,

Cal


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Re: [rt-users] Strange, long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 /Apache2.2.3/FastCGI

[Ham MI-ID, Torsten Brumm]

Hi Emmanuel,
just got also some information from our DBA's, they had a look (on Friday 
night! Wow!) to the query:

SELECT 
DISTINCT main.* 
FROM Users main 
CROSS JOIN ACL ACL_4 
JOIN Principals Principals_1 ON (Principals_1.id = main.id) 
JOIN CachedGroupMembers CachedGroupMembers_2 ON (CachedGroupMembers_2.MemberId 
= Principals_1.id) 
JOIN Groups Groups_3 ON (Groups_3.id = CachedGroupMembers_2.GroupId) 
WHERE (Principals_1.Disabled = '0') 
AND (ACL_4.PrincipalType = Groups_3.Type) 
AND (Principals_1.id != '1') 
AND (Principals_1.PrincipalType = 'User') 
AND (ACL_4.RightName = 'OwnTicket') 
AND ((ACL_4.ObjectType = 'RT::Queue') 
OR (ACL_4.ObjectType = 'RT::System')) 
AND ((Groups_3.Domain = 'RT::Queue-Role') 
OR (Groups_3.Domain = 'RT::System-Role')) 
ORDER BY main.Name ASC;

And they came back with a much more faster query doing the same:

SELECT STRAIGHT_JOIN DISTINCT main.* FROM
ACL ACL_4,
Groups Groups_3,
CachedGroupMembers CachedGroupMembers_2,
Principals Principals_1,
Users main
WHERE ((ACL_4.PrincipalType = Groups_3.Type))
AND ((ACL_4.RightName = 'OwnTicket'))
AND ((CachedGroupMembers_2.MemberId = Principals_1.id))
AND ((Groups_3.id = CachedGroupMembers_2.GroupId))
AND ((Principals_1.Disabled = '0'))
AND ((Principals_1.PrincipalType = 'User'))
AND ((Principals_1.id != '1'))
AND ((main.id = Principals_1.id))
AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System'))
AND ((Groups_3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain = 
'RT::System-Role')) ORDER BY main.RealName ASC; 

As you can see, less JOINS/CROSS JOINS. This Query is done in a few seconds 
compared to the one from SearchBuilder with 200sec and more.

Possibly a starting point for the RTDB Guys to review Searchbuilder...?!? But 
i'm not a DBA---

Torsten


Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



-Urspruengliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Emmanuel Lacour
Gesendet: Freitag, 23. Januar 2009 15:25
An: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Strange,long running MySQL Query under RT 3.6.5 / MySQL 
5.0.67 /Apache2.2.3/FastCGI

On Fri, Jan 23, 2009 at 02:55:21PM +0100, Ham MI-ID, Torsten Brumm wrote:
> Hi Emmanuel,
> just for my understanding: If they have somewhere the right to own 
> ticket and i do a bulk update only in one queue where only 5 people 
> have own ticket rights, all the users will be queried?
> 
> How can i easily check if they (especially the unpriviledged users) have own 
> ticket rights?
> 

you can use bulk update on a search result involving more than one queue. And 
so in Search/Bulk.html, no queue is passed to Elements/SelectOwner, and so all 
people that can own ticket are displayed.


maybe we can try to get the list of queues from search result and pass it to 
SelectOwner to reduce the list... but maybe gt of this list will slow down 
Bulk.html to much ??? I need to try this.


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Re: [rt-users] Strange, long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 /Apache2.2.3/FastCGI

[Ham MI-ID, Torsten Brumm]

Hi Kem,
 
same problem here, the querybuilder page was also slow until i got a hint from 
jesse:
 
Make first a local copy of /rthome/share/html/Search/Elements/PickBasics to 
/rthome/local/html/Search/Elements/PickBasics 
 
Replace here:
 
<& /Elements/SelectOwner, Name => "ValueOfActor", ValueAttribute => 'Name' &>
 
With:
 

 
>From now QueryBuilder Page is much, much faster!

Torsten


Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne





Von: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von kem cho
Gesendet: Freitag, 23. Januar 2009 22:19
An: Emmanuel Lacour
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Strange,long running MySQL Query under RT 3.6.5 / MySQL 
5.0.67 /Apache2.2.3/FastCGI


Emmanuel,
I also wanted to know if there is a way to edit the query that runs when 
QueryBuilder page loads? (Search/Build.html) I am unable to find this, as I am 
not quite a perl expert.
 
This is because we have an issue in RT where it displays many many users as 
"Owner" in QueryBuilder page, but when I run a query from mysql prompt, it only 
shows me handful of users with "OwnTicket" right. Based on this, to me it feels 
like my data is correct, but I could be wrong, as I have been working with RT 
software for only a month now.
 
Thanks for your help.
 
 
 


--- On Fri, 1/23/09, Emmanuel Lacour  wrote:


From: Emmanuel Lacour 
Subject: Re: [rt-users] Strange, long running MySQL Query under RT 
3.6.5 / MySQL 5.0.67 /Apache2.2.3 /FastCGI
To: rt-users@lists.bestpractical.com
Date: Friday, January 23, 2009, 11:51 AM


On Fri, Jan 23, 2009 at 09:40:34AM -0800, kem cho wrote:
> Do you know which file controls this drop down box? "...replacing the
dropdown with a normal textbox..."
>  
> I am having exactly the same problem, but cannot find which file / 
code
is controlling this. 
>  

share/html/Search/Bulk.html, replace the line with /Elements/SelectOwner
with a text input field using the same name.

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Re: [rt-users] Strange, long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 /Apache2.2.3/FastCGI

[Ham MI-ID, Torsten Brumm]

Hi Kem,
make first a local copy of /rthome/share/html/Search/Bulk.html to 
/rthome/local/html/Search/Bulk.html
 
Then open local Bulk.html and search for: 
 
 <&|/l&>Make Owner: 

Then replace the Line: 
 
 <& /Elements/SelectOwner, Name => "Owner" &> ( <&|/l&>Force 
change) 

With:
 
  ( <&|/l&>Force change) 

 
Torsten
 
And now. my bulk update page is from 200sec down to 0,5sec !!!
 
Thanks for any hints so far
 
Torsten


Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne





Von: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von kem cho
Gesendet: Freitag, 23. Januar 2009 18:41
An: torsten.br...@googlemail.com
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Strange,long running MySQL Query under RT 3.6.5 / MySQL 
5.0.67 /Apache2.2.3/FastCGI


Do you know which file controls this drop down box? "...replacing the dropdown 
with a normal textbox..."
 
I am having exactly the same problem, but cannot find which file / code is 
controlling this. 
 
Thanks for your help. 


--- On Fri, 1/23/09, Torsten Brumm  wrote:


From: Torsten Brumm 
Subject: Re: [rt-users] Strange, long running MySQL Query under RT 
3.6.5 / MySQL 5.0.67 /Apache2.2.3 /FastCGI
To: "Emmanuel Lacour" 
Cc: rt-users@lists.bestpractical.com
Date: Friday, January 23, 2009, 9:01 AM


Hi Emmanuel,
now back home and try on monday. so it is coming form the SelectOwner 
Dropdown? I remember some years ago something similar at the querybuilder page 
and i think jesse fixed this by replacing the dropdown with a normal 
textbox...will try it out and keep you up2date.

Have a nice weekend

Torsten 


2009/1/23 Emmanuel Lacour 


On Fri, Jan 23, 2009 at 03:37:17PM +0100, Emmanuel Lacour wrote:
>
> But ... we can probably reduce the list of owners to those 
corresponding
> to the list of queues displayed in Elements/SelectQueues 
instead of all
> Owners of the RT system.
>


humm I'm a bit busy now, I open a bug for you to try to enhance 
this on
rt3.fsck.com  .


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Media.
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-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de  

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Re: [rt-users] Strange, long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 /Apache2.2.3/FastCGI

[Ham MI-ID, Torsten Brumm]

Hi Emmanuel,
just for your information, the owner drop down is really long, i didn't count 
all, but i scrolled down several seconds, looks like all the People from the 
SQL Query!

I'm going now to replace first the SelectOwner Dropdown by a text box...

Torsten 


Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



-Urspruengliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Emmanuel Lacour
Gesendet: Freitag, 23. Januar 2009 16:14
An: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Strange,long running MySQL Query under RT 3.6.5 / MySQL 
5.0.67 /Apache2.2.3/FastCGI

On Fri, Jan 23, 2009 at 04:01:13PM +0100, Torsten Brumm wrote:
> Hi Emmanuel,
> now back home and try on monday. so it is coming form the SelectOwner 
> Dropdown? I remember some years ago something similar at the 
> querybuilder page and i think jesse fixed this by replacing the 
> dropdown with a normal textbox...will try it out and keep you up2date.
> 

just for my information how many users have you in the dropdown owner list on 
Bulk.html ?

> Have a nice weekend
> 

You too :)

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Re: [rt-users] Strange, long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 /Apache2.2.3 /FastCGI

[Ham MI-ID, Torsten Brumm]

Hi Emmanuel,
just for my understanding: If they have somewhere the right to own ticket and i 
do a bulk update only in one queue where only 5 people have own ticket rights, 
all the users will be queried? 

How can i easily check if they (especially the unpriviledged users) have own 
ticket rights?

Torsten


Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



-Urspruengliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Emmanuel Lacour
Gesendet: Freitag, 23. Januar 2009 14:51
An: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Strange,long running MySQL Query under RT 3.6.5 / MySQL 
5.0.67 /Apache2.2.3 /FastCGI

On Fri, Jan 23, 2009 at 02:35:45PM +0100, Ham MI-ID, Torsten Brumm wrote:
> Hi Together,
> it's me again. Has anyone a idea why this query starts on each 
> BulkUpdate Page? I have just fired up this query in query browser and 
> the result is a big list of 1255 Users, mixed priviledged and 
> unpriviledged users, not all user of our DB are listed and i also 
> cross checked, also users are included which have NEVER created a 
> ticket in the queue i started the bulk update (also have no rights 
> here).
> 
> I'm a little lost in space at this moment, any ideas?
> 

Because somewhere in your ACLs they gain OwnTicket right?

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Re: [rt-users] Strange, long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 / Apache2.2.3 /FastCGI

[Ham MI-ID, Torsten Brumm]

Hi Together,
it's me again. Has anyone a idea why this query starts on each BulkUpdate Page? 
I have just fired up this query in query browser and the result is a big list 
of 1255 Users, mixed priviledged and unpriviledged users, not all user of our 
DB are listed and i also cross checked, also users are included which have 
NEVER created a ticket in the queue i started the bulk update (also have no 
rights here).

I'm a little lost in space at this moment, any ideas?

Torsten 


Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



-Urspruengliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Ham MI-ID, 
Torsten Brumm
Gesendet: Freitag, 23. Januar 2009 10:03
An: rt-users
Betreff: [rt-users] Strange,long running MySQL Query under RT 3.6.5 / MySQL 
5.0.67 / Apache2.2.3 /FastCGI

Hi RT Users and MySQL Gurus,
since some days i have several times the day many queries like this:

Id: 1174494 User: rt_user Host: 10.61.2.98:59549 Db: rt3 Time: 190
Command: Query State: Copying to tmp table

SELECT DISTINCT main.*
  FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals Principals_1 ON 
(Principals_1.id = main.id) JOIN CachedGroupMembers CachedGroupMembers_2 ON
 (CachedGroupMembers_2.MemberId = Principals_1.id) JOIN Groups Groups_3 ON 
(Groups_3.id = CachedGroupMembers_2.GroupId)
  WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type) 
AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND
 (ACL_4.RightName = 'OwnTicket') AND ((ACL_4.ObjectType = 'RT::Queue') OR 
(ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain = 'RT::Queue-Role') OR
 (Groups_3.Domain = 'RT::System-Role'))
  ORDER BY main.Name ASC

table   |type|possible_keys   |key | ken_len|ref |  
rows|
1   |SIMPLE  |Groups_3|range   |PRIMARY,|Groups1 |
67|Using where; Using index; Using temporary; Using filesort
1   |SIMPLE  |CachedGroupMembers_2|ref |DisGrouM|DisGrouM| 
5|Using where; Using index
1   |SIMPLE  |main|eq_ref  |PRIMARY,|PRIMARY | 
4|
1   |SIMPLE  |ACL_4   |range   |ACL1|ACL1|
54|Using where; Using index; Distinct
1   |SIMPLE  |Principals_1|eq_ref  | PRIMARY|PRIMARY | 
4|Using where; Distinct

At this moment i can't figure out why this query is running, who is starting 
this and how to fix this. All this Queries running around 200sec.

Any ideas where to start?

Thanks

Torsten

Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



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Re: [rt-users] Strange, long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 / Apache2.2.3 /FastCGI

[Ham MI-ID, Torsten Brumm]

Hi Together,
ok i found the cause of this long queries, it's the Bulk Update Page...

Torsten 


Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



-Urspruengliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Ham MI-ID, 
Torsten Brumm
Gesendet: Freitag, 23. Januar 2009 10:03
An: rt-users
Betreff: [rt-users] Strange,long running MySQL Query under RT 3.6.5 / MySQL 
5.0.67 / Apache2.2.3 /FastCGI

Hi RT Users and MySQL Gurus,
since some days i have several times the day many queries like this:

Id: 1174494 User: rt_user Host: 10.61.2.98:59549 Db: rt3 Time: 190
Command: Query State: Copying to tmp table

SELECT DISTINCT main.*
  FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals Principals_1 ON 
(Principals_1.id = main.id) JOIN CachedGroupMembers CachedGroupMembers_2 ON
 (CachedGroupMembers_2.MemberId = Principals_1.id) JOIN Groups Groups_3 ON 
(Groups_3.id = CachedGroupMembers_2.GroupId)
  WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type) 
AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND
 (ACL_4.RightName = 'OwnTicket') AND ((ACL_4.ObjectType = 'RT::Queue') OR 
(ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain = 'RT::Queue-Role') OR
 (Groups_3.Domain = 'RT::System-Role'))
  ORDER BY main.Name ASC

table   |type|possible_keys   |key | ken_len|ref |  
rows|
1   |SIMPLE  |Groups_3|range   |PRIMARY,|Groups1 |
67|Using where; Using index; Using temporary; Using filesort
1   |SIMPLE  |CachedGroupMembers_2|ref |DisGrouM|DisGrouM| 
5|Using where; Using index
1   |SIMPLE  |main|eq_ref  |PRIMARY,|PRIMARY | 
4|
1   |SIMPLE  |ACL_4   |range   |ACL1|ACL1|
54|Using where; Using index; Distinct
1   |SIMPLE  |Principals_1|eq_ref  | PRIMARY|PRIMARY | 
4|Using where; Distinct

At this moment i can't figure out why this query is running, who is starting 
this and how to fix this. All this Queries running around 200sec.

Any ideas where to start?

Thanks

Torsten

Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



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[rt-users] Strange, long running MySQL Query under RT 3.6.5 / MySQL 5.0.67 / Apache 2.2.3 /FastCGI

[Ham MI-ID, Torsten Brumm]

Hi RT Users and MySQL Gurus,
since some days i have several times the day many queries like this:

Id: 1174494 User: rt_user Host: 10.61.2.98:59549 Db: rt3 Time: 190
Command: Query State: Copying to tmp table

SELECT DISTINCT main.*
  FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals Principals_1 ON 
(Principals_1.id = main.id) JOIN CachedGroupMembers CachedGroupMembers_2 ON
 (CachedGroupMembers_2.MemberId = Principals_1.id) JOIN Groups Groups_3 ON 
(Groups_3.id = CachedGroupMembers_2.GroupId)
  WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type) 
AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND
 (ACL_4.RightName = 'OwnTicket') AND ((ACL_4.ObjectType = 'RT::Queue') OR 
(ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain = 'RT::Queue-Role') OR
 (Groups_3.Domain = 'RT::System-Role'))
  ORDER BY main.Name ASC

table   |type|possible_keys   |key | ken_len|ref |  
rows|
1   |SIMPLE  |Groups_3|range   |PRIMARY,|Groups1 |
67|Using where; Using index; Using temporary; Using filesort
1   |SIMPLE  |CachedGroupMembers_2|ref |DisGrouM|DisGrouM| 
5|Using where; Using index
1   |SIMPLE  |main|eq_ref  |PRIMARY,|PRIMARY | 
4|
1   |SIMPLE  |ACL_4   |range   |ACL1|ACL1|
54|Using where; Using index; Distinct
1   |SIMPLE  |Principals_1|eq_ref  | PRIMARY|PRIMARY | 
4|Using where; Distinct

At this moment i can't figure out why this query is running, who is starting 
this and how to fix this. All this Queries running around 200sec.

Any ideas where to start?

Thanks

Torsten

Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



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Re: [rt-users] Problem with translation

[Ham MI-ID, Torsten Brumm]

Have you cleaned also the browser cache?


Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne





Von: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Eliezer E 
Chávez
Gesendet: Donnerstag, 22. Januar 2009 02:40
An: rt-users
Betreff: [rt-users] Problem with translation


Hi pals

I'm trying to translate the following

#: share/html/Elements/Footer:65
#. ('mailto:sa...@bestpractical.com";>sa...@bestpractical.com')
msgid "To inquire about support, training, custom development or licensing, 
please contact %1."
msgstr "Para soporte, entrenamiento, desarrollo personalizado o licenciamiento, 
por favor contacte a %1."

But is not refreshing in footer when i display rt in my browser (firefox, ie 7, 
opera)...

I have cleaned mason and session cache and restarted apache and also i have set 
DevelMode in 1, so, any help would be appreciated.

Regards,

P.D. Please excuse my bad english.

-- 
Eliezer E Chávez
+58-416-6125676
eliezer.cha...@gmail.com
>>http://www.bumeran.com.ve/cv/eliezer-chavez


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Re: [rt-users] Happy new year....and a really stupid question i think

[Ham MI-ID, Torsten Brumm]

Hi Joop,

thanks for your answer. Just cross checked: 

RT::rtname  rt3dev-messenger.int.kn 

And the same result: Couldn't resolve 'at://rt3dev-messenger.int.kn/asset/1' 
into a URI.

Something went wrong in my head :-(

Torsten 


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne


-Ursprüngliche Nachricht-
Von: Joop [mailto:joopvandew...@mococo.nl] 
Gesendet: Montag, 19. Januar 2009 13:49
An: Ham MI-ID, Torsten Brumm
Cc: RT Users
Betreff: Re: [rt-users] Happy new yearand a really stupid question i think

Ham MI-ID, Torsten Brumm wrote:
> Dear RT Users,
> this is my first day at work this year and it looks like my brain is still on 
> holiday. I'm trying to link from a ticket to an RTFM Article manually and the 
> same need i have against an asset, but i can't remember the correct syntaxt 
> anymore...!
>
> I tried this from a ticket to a asset: RefersTo: 
> at://rt3dev-messenger.int.kn/asset/1 it end up with: Couldn't resolve 
> 'at://rt3dev-messenger.int.kn/asset/1' into a URI.
Should work, that is, if your $rtname is rt3dev-messenger.int.kn. To me it 
looks like you used your servers DNS name instead of $rtname.
(example for my system: dns=rt3test.mococo.nl $rtname=mococo.nl -->
at://mococo.nl/asset/1)

Greetings,

Joop


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[rt-users] Happy new year....and a really stupid question i think

[Ham MI-ID, Torsten Brumm]

Dear RT Users,
this is my first day at work this year and it looks like my brain is still on 
holiday. I'm trying to link from a ticket to an RTFM Article manually and the 
same need i have against an asset, but i can't remember the correct syntaxt 
anymore...!

I tried this from a ticket to a asset: RefersTo: 
at://rt3dev-messenger.int.kn/asset/1 it end up with: Couldn't resolve 
'at://rt3dev-messenger.int.kn/asset/1' into a URI.

Sorry to be annoying, but i'm really lost in space at the moment.

Thanks for your Help.

Torsten

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne



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[rt-users] ATx-Graph / AT 1.2.3 / RT 3.6.5 Problems

[Ham MI-ID, Torsten Brumm]

Hi RT Users, Todd,
i'm trying to get Atx-Graph from AT Repo to run, until now without success. Has 
anybody got this running already?

Any hint or suggestion where to start?

I'm calling the Graph.html whith the same options like Results.html like this: 
http://rt3dev.int.kn/AssetTracker/Search/Graph.html?Order=ASC&Query=Type %3D 
'TelCo' AND Status !%3D 'retired'&Rows=&OrderBy=id&Format=

My Error at the moment:

error:  Error during compilation of 
/opt/rt3dev/local/html/AssetTracker/Search/Graph.html:
Can't locate object method "StatusArray" via package "RTx::AssetTracker::Type" 
(perhaps you forgot to load "RTx::AssetTracker::Type"?) at 
/opt/rt3dev/local/html/AssetTracker/Search/Graph.html line 162.

Stack:
[/opt/rt3dev/local/html/AssetTracker/Search/Graph.html:162]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:811]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:441]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:246]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:211]
[/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:275]
[/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:353]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:342]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm:121]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm:73]
[/opt/rt3dev/bin/mason_handler.fcgi:78]

context:
... 
158:
159:
160:<%ONCE>
161:#my $type = RTx::AssetTracker::Type->new($session{'CurrentUser'});
162:my @status = RTx::AssetTracker::Type->StatusArray();
163:
164:
code stack: /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:445
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:246
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:211
/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:275
/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:353
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:342
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm:121
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm:73
/opt/rt3dev/bin/mason_handler.fcgi:78

Thanks

Torsten

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne



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Re: [rt-users] ExternalAuth installation problems and canAuthenticating RT against Active Directory be done with version 3.8?

[Ham MI-ID, Torsten Brumm]

Looks like you missed Net::Ldap module.
Torsten

- Originalnachricht -
Von: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
An: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
Cc: RT-Users@lists.bestpractical.com 
Gesendet: Thu Nov 20 22:38:49 2008
Betreff: Re: [rt-users] ExternalAuth installation problems and 
canAuthenticating RT against Active Directory be done with version 3.8?

Thanks Mike,

I did follow as per instructions with 'perl Makefile.PL', 'make', and
'make install'. I just reported here up until my first error as I
assumed the next error was related to the first reported.  Anyway, I
continued on to edit the /opt/rt3/etc/RT_SiteConfig.pm by adding 'Set(
@Plugins, qw(RT::Authen::ExternalAuth) );' as per the readme file.
After that, if I attempt to restart Apache, the server fails and the
error logs report the following:
Can't locate Net/LDAP.pm in @INC (@INC contains:
/opt/rt3/bin/../local/lib
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt3/bin/../lib
/etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8
/usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8
/usr/local/lib/site_perl . /etc/apache2) at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth
/LDAP.pm line 2.\nBEGIN failed--compilation aborted at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth
/LDAP.pm line 2.\nCompilation failed in require at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth
.pm line 28.\nBEGIN failed--compilation aborted at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth
.pm line 28.\nCompilation failed in require at /opt/rt3/bin/../lib/RT.pm
line 624.\nCompilation failed in require at (eval 2) line 1.\n

Thanks again


-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike
Peachey
Sent: Thursday, November 20, 2008 12:38 AM
To: Kevin Murphy
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] ExternalAuth installation problems and can
Authenticating RT against Active Directory be done with version 3.8?

Kevin Murphy wrote:
> Hi RT List,
> 
>  I attempted installing with CPAN, but that resulted in:
> 
>  
> 
> Warning: Cannot install RT::Authen::ExternalAuth, don't know what it
is.
> 
> Try the command
> 
> i /RT::Authen::ExternalAuth/
> 
> to find objects with matching identifiers.
>

I don't know why this would be. But manual installation is just as good 
so it doesn't matter much.


>  
> 
> So, I followed the manual install instructions, but when I run
> 
> Perl Makefile.PL
> 
> The response is
> 
> Cannot determine perl version info from 
> lib/RT/Authen/ExternalAuth.pm
> Cannot determine author info from lib/RT/Authen/ExternalAuth.pm
> Cannot determine license info from lib/RT/Authen/ExternalAuth.pm
> Using RT configuration from /opt/rt3/lib/RT.pm:
> ./etc   => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc
> ./html  => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html
> ./lib   => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib
> Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm
> Writing Makefile for RT::Authen::ExternalAuth

I don't know what's causing the "cannot determine" warnings, I guess I 
just haven't yet accounted for a newer version.

> 
> Can anyone inform me of what I am doing wrong here?

Nothing, you just stopped too early. Once you've done `perl Makefile.PL`

you need to do `make` and `make install`.
--
Kind Regards,

__

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
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Re: [rt-users] User Stats in a Queue??

[Ham MI-ID, Torsten Brumm]

Hi Erik, Matt,
i found my problem with your OwnerSummary. I tried to load directly the 
OwnerSummary into the RT At A Glance Page, but i think, you called it from 
Quicksearch like this:
 
<& /Elements/OwnerSummary,
   cache => 'quick_search_queues',
   queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') && !exists 
$unwanted->{$_->Name} },
   conditions => [ {cond => "Status = 'new'",  name => loc ('new')  },
   {cond => "Status = 'open'", name => loc ('open') },
   {cond => "Status = 'stalled'", name => loc ('stalled') }] &>


 
And, yes it is working now, but very, very slow ;-) But it works.
 
Torsten



Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Erik Peterson
Gesendet: Donnerstag, 20. November 2008 22:45
An: matt wells; rt-users
Betreff: Re: [rt-users] User Stats in a Queue??


Hi Matt,

I have done this by modifying the quick summary box.  You can see the results 
and grab my files at:

http://elementalmarkup.com/ramblings/rt-owner-summary

Unfortunately, I have no idea if this will work in all settings...  A while 
ago, one other RT-User subscriber tried to use the files and was not ultimately 
successful, but they do work on my setup.  Right now I'm running 3.6.6, but if 
memory serves me correctly, I was able to install it on a test version of 3.8 
as well.

I'd also be glad to describe what it is that I did that might help.

_Erik 


On 11/20/08 12:19 PM, "matt wells" <[EMAIL PROTECTED]> wrote:



We have a helpdesk that's going to giving out tickets to our Engineers. 
 They are looking for a way to have pretty much the quick search box but 
instead of queues it would have the Engineering staff.  That way they can 
easily see that I have 876 tickets and can't take anymore.  
Has anyone formed a query that'll do that





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[rt-users] Predefined Searches Question

[Ham MI-ID, Torsten Brumm]

Hi RT Users, Developers,

today i discovered together with some users some strange issues with predefined 
searches, exactly the Unowned Tickets. Users with this search active (most of 
our users!) reported massiv performance problems.

Test Scenario: User has access to 3 Queues (modify Ticket rights) and not more. 
Inside the system are round about 1000 Queues with millions of tickets. Inside 
this 3 Queues of the user, there are only 4 Tickets which are new and unowned. 
The Query of this takes around 10 sec.

The Query behind Unowned Tickets: Owner = 'Nobody' AND ( Status = 'new' OR 
Status = 'open')

After changing this query to:

( Queue = 'QueueA' OR Queue = 'QueueB' OR Queue = 'QueueC' OR ) AND ( Status = 
'new' OR Status = 'open') AND Owner = 'Nobody'

This query was done in 0.5 sec, which is much faster i think

Any ideas how to fix this?

Torsten
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Re: [rt-users] Apache Session locking taking a while

[Ham MI-ID, Torsten Brumm]

Hi Micah,
as i wrote some days ago, we had/have the same problem and fixed this in a 
unclean way:

We changed the following: (and again, i'm not sure if it is a good idea, but it 
fixes the problem)

grab up from /usr/lib/perl5/site_perl/5.8.xxx/Apache/Session/Lock the file 
MySQL.pm and find the line with my GET_LOCK, its around line 53. It uses 
default 3600 sec for lock timeout. we changed this to 1sec.

 50 #MySQL requires a timeout on the lock operation.  There is no option
 51 #to simply wait forever.  So we'll wait for a hour.
 52
 53 my $sth = $self->{dbh}->prepare_cached(q{SELECT GET_LOCK(?, 1)}, 
{}, 1);

And again, and hopefully some of the DB/PERL Gurus have a better idea, this 
fixed our problem (for over one year) but i'm not sure which site effects it 
has (we discovered nothing so far)

And again as i wrote in my last post: This is working so far (several months or 
longer) but i'm not sure if this is the best way.

Try it, here it works well.

Torsten 


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne


-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Micah Gersten
Gesendet: Mittwoch, 19. November 2008 03:56
An: RT Users
Betreff: [rt-users] Apache Session locking taking a while

For some pages, we get apache session locks taking 3-9+ seconds. 
Generally, no queries appear in the slow query log except for getting the 
apache session lock.  I have slow queries in MySQL set to 2 secs.
Has anyone else had any experience with this?
Current setup:
MySQL 5.0.32
Apache 1.3.34
RT 3.6.0

Let me know if you need more config info.

-- 


Thank you,
Micah Gersten
onShore Networks
Internal Developer
http://www.onshore.com

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Re: [rt-users] Purging sessions table in rt DB

[Ham MI-ID, Torsten Brumm]

No! We do it nightly, and within the new release the Cleanupsessions tool is 
implemented in core too.

Torsten 

-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Micah Gersten
Gesendet: Mittwoch, 19. November 2008 04:17
An: RT Users
Betreff: [rt-users] Purging sessions table in rt DB

Is there a reason not to?

-- 


Thank you,
Micah Gersten
onShore Networks
Internal Developer
http://www.onshore.com

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Re: [rt-users] MySQL Admin Commands?

[Ham MI-ID, Torsten Brumm]

What kind of "Admin Commands" ? We are on 3.6.5 and we don't see Admin Commands

Torsten 

-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Micah Gersten
Gesendet: Mittwoch, 19. November 2008 04:55
An: RT Users
Betreff: [rt-users] MySQL Admin Commands?

Almost half of the queries from RT to the MySQL DB seem to be Admin commands.  
Is this normal?  We're using 3.6.0.  Was this improved in future versions?

-- 


Thank you,
Micah Gersten
onShore Networks
Internal Developer
http://www.onshore.com

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Re: [rt-users] Very slow Bulk Update Page under 3.6.5

[Ham MI-ID, Torsten Brumm]

Hi Ruz,
sorry for the missing information. OK, Upgrade to 3.6.7 will not be possible, 
we are in the progress to upgrade to 3.8.1 at this moment (hopefully done 
Q1/09) but until then i have to fix the Bulk Problem.

OK, MySQL Version from old Server: MySQL 5.0.45, new Server 5.0.67

Old Server was AIX 5.3, new Server is running under Solaris 10. 

The Tables were not analyzed after move :-( (not sure how to do this)

Torsten


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne


-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Ruslan Zakirov
Gesendet: Montag, 10. November 2008 19:25
An: Ham MI-ID, Torsten Brumm
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Very slow Bulk Update Page under 3.6.5

Upgrade to 3.6.7? And faster database server is running mysql version X where X 
is?
Have you analized tables after move?

On Mon, Nov 10, 2008 at 8:10 PM, Ham MI-ID, Torsten Brumm <[EMAIL PROTECTED]> 
wrote:
> Hi RT Users,
> just spent a whole day to find a solution or hint. Since some weeks (after 
> migration to a faster Database Server) the bulk update page is getting very 
> slow (with slow i mean > 200sec). Everything else is fine and very fast.
>
> I just had a look onto the queries agains the DB and found for my bulk update 
> the following:
> --
> Command: Query State: Copying to tmp table
>
> SELECT DISTINCT main.*
>  FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals Principals_1 ON 
> (Principals_1.id = main.id) JOIN CachedGroupMembers CachedGroupMembers_2 ON
> (CachedGroupMembers_2.MemberId = Principals_1.id) JOIN Groups 
> Groups_3 ON (Groups_3.id = CachedGroupMembers_2.GroupId)  WHERE 
> (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type) AND 
> (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND
> (ACL_4.RightName = 'OwnTicket') AND ((ACL_4.ObjectType = 'RT::Queue') OR 
> (ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain = 'RT::Queue-Role') 
> OR
> (Groups_3.Domain = 'RT::System-Role'))  ORDER BY main.Name ASC
>
> table   |type|possible_keys   |key | ken_len|ref |  
> rows|
> 1   |SIMPLE  |Groups_3|range   |PRIMARY,|Groups1 |
> 67|Using where; Using index; Using temporary; Using filesort
> 1   |SIMPLE  |CachedGroupMembers_2|ref |DisGrouM|DisGrouM|
>  5|Using where; Using index
> 1   |SIMPLE  |main|eq_ref  |PRIMARY,|PRIMARY |
>  4|
> 1   |SIMPLE  |Principals_1|eq_ref  | PRIMARY|PRIMARY |
>  4|Using where; Distinct
> 1   |SIMPLE  |ACL_4   |range   |ACL1|ACL1|
> 54|Using where; Using index; Distinct
>
> --
>
> Any ideas where to start to fix this?
>
> Thanks
>
> Torsten
>
> Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann 
> (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), 
> Alfred Manke, Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), 
> Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 
> 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: 
> Kühne & Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender 
> Verwaltungsrat: Klaus-Michael Kühne
>
>
>
> ___
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>
> Community help: http://wiki.bestpractical.com Commercial support: 
> [EMAIL PROTECTED]
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



--
Best regards, Ruslan.

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[rt-users] Very slow Bulk Update Page under 3.6.5

[Ham MI-ID, Torsten Brumm]

Hi RT Users,
just spent a whole day to find a solution or hint. Since some weeks (after 
migration to a faster Database Server) the bulk update page is getting very 
slow (with slow i mean > 200sec). Everything else is fine and very fast.

I just had a look onto the queries agains the DB and found for my bulk update 
the following:
--
Command: Query State: Copying to tmp table

SELECT DISTINCT main.*
  FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals Principals_1 ON 
(Principals_1.id = main.id) JOIN CachedGroupMembers CachedGroupMembers_2 ON
 (CachedGroupMembers_2.MemberId = Principals_1.id) JOIN Groups Groups_3 ON 
(Groups_3.id = CachedGroupMembers_2.GroupId)
  WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type) 
AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND
 (ACL_4.RightName = 'OwnTicket') AND ((ACL_4.ObjectType = 'RT::Queue') OR 
(ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain = 'RT::Queue-Role') OR
 (Groups_3.Domain = 'RT::System-Role'))
  ORDER BY main.Name ASC

table   |type|possible_keys   |key | ken_len|ref |  
rows|
1   |SIMPLE  |Groups_3|range   |PRIMARY,|Groups1 |
67|Using where; Using index; Using temporary; Using filesort
1   |SIMPLE  |CachedGroupMembers_2|ref |DisGrouM|DisGrouM| 
5|Using where; Using index
1   |SIMPLE  |main|eq_ref  |PRIMARY,|PRIMARY | 
4|
1   |SIMPLE  |Principals_1|eq_ref  | PRIMARY|PRIMARY | 
4|Using where; Distinct
1   |SIMPLE  |ACL_4   |range   |ACL1|ACL1|
54|Using where; Using index; Distinct

--

Any ideas where to start to fix this?

Thanks

Torsten

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne



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Re: [rt-users] Action::EscalatePriority messing up my ticket history

[Ham MI-ID, Torsten Brumm]

Hi Bernd,
not sure for EscalatePriority Module, but for the RT::Action::LinearEscalate 
you can define to not mess um the history:

--from the modul:

   You should prefix options with "LinearEscalate_" in the config:

   Set( $LinearEscalate_RecordTransaction, 1 );
   Set( $LinearEscalate_UpdateLastUpdated, 1 );

   From a shell you can use the following command:

   rt-crontool --search RT::Search::FromSQL --search-arg \
   "(Status='new' OR Status='open' OR Status = 'stalled')" \
   --action RT::Action::LinearEscalate \
   --action-arg "RecordTransaction: 1"

If i understand this correct, then set both to 0 will disable this. I think 
this module is doing more or less the same, but in a linear way.

Torsten 


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne


-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Bernd Kuhlen 
-WetterOnline-
Gesendet: Donnerstag, 9. Oktober 2008 11:21
An: rt-users@lists.bestpractical.com
Betreff: [rt-users] Action::EscalatePriority messing up my ticket history

Hi everyone,

I've set up my rt-crontool like this:

0 1 * * * /usr/local/bin/rt-crontool --search RT::Search::FromSQL -- search-arg 
"(Status='new' OR Status='open' OR Status = 'stalled')" -- action 
RT::Action::EscalatePriority >/dev/null 2>/dev/null

and it's working fine. But I don't want it to mess up my ticket history. I have 
tickets starting with a priority of 0 and ending with 100 in some weeks time 
and every night I get a new entry saying that the ticket priority has changed. 
These entry are informative if the priority has been manually changed but not 
if they just trace the linear priority escalation done by a cronjob. So after a 
couple of weeks I have numerous lines with a "ticket-priority changed" entry.  
That's not nice.

I'm new to RT and couldn't find anything about this matter by google or in any 
wiki.

best regards,
Bernd

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[rt-users] Another Attachment / Mail Problem with RT 3.6.5

[Ham MI-ID, Torsten Brumm]

Hi together, it looks like a bad day for Mail/Attachments

Just a few minutes ago a user reports problems with mails he sent out via RT 
webui with attachments.

OK, what i figured out so far:

1. Attachment Size: 800KB (allowed are 8000KB)
2. User added at the reply screen a list of 20 people as cc
3. The list of CC'ed People is 1250 characters long
4. RT shows the mail (Show Outgoing Mail) correctly with all Cc'ed people
5. Users get the mail totally destroyed!

Problem:

1. The CC list is cut after 994 characters, in the middle of an address
2. The rest of the people from the cc list are the first part of the body
3. The attachment is corrupted.
4. The encoding for content is incorrect, german umlaute are broken.

The body looks like this:

agel.com, [EMAIL PROTECTED], [EMAIL PROTECTED], [EMAIL PROTECTED], [EMAIL 
PROTECTED], [EMAIL PROTECTED], [EMAIL PROTECTED], [EMAIL PROTECTED], [EMAIL 
PROTECTED]
MIME-Version: 1.0
X-RT-Original-Encoding: utf-8
Content-type: multipart/mixed; boundary="--=_1221049687-28898-8"
Date: Wed, 10 Sep 2008 12:28:08 +

This is a multi-part message in MIME format...

=_1221049687-28898-8
Content-Type: text/plain; charset="utf-8"
Content-Transfer-Encoding: 8bit

The original Text Content!

Torsten Brumm



=_1221049687-28898-8
Content-Type: application/octet-stream; name="CIEL-Umstellung.zip"
Content-Disposition: inline; filename="CIEL-Umstellung.zip"
Content-Transfer-Encoding: base64
RT-Attachment: 1147288/17593439/12279229

UEsDBBQIAENiKjlslM3qiBQBAO1JAQANQ0lFTCAtIEFaLnBkZsRb
..
.. lots of lines like this
..
=_1221049687-28898-8--

Any ideas what went wrong? We can reproduce this error.

Torsten

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne



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[rt-users] Problem with Attachments including German Umlaute in filename

[Ham MI-ID, Torsten Brumm]

Hi RT Users,
during the weeks, we got more and more reports from our users, that mails sent 
to RT (RT 3.6.5) have corrupted file attachments. RT stores and displays them 
as .dat file.

I've played around a little and figured out, only Files with german umlaute in 
filename have this problem. I'm not sure where to start to fix this at this 
moment.

as example i create a mail with the following files attached:

apple iMer.jpg -> no problem
apple_iMer.jpg -> no problem
apple_üMer.jpg -> problem

Inside the RT History the file looks like this:

Download apple iMer.jpg [image/jpeg 7k] 
Download apple_iMer.jpg [image/jpeg 7k] 
Download (untitled) [name="apple_ 7k] Message body not shown because it is too 
large or is not plain text.


I have really no idea at this moment where to start trouble shooting. Any help 
is welcome.

Thanks

Torsten

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne



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Re: [rt-users] Using Functions in Query builder

[Ham MI-ID, Torsten Brumm]

Have you tried with lastupdated today ?


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne




Von: [EMAIL PROTECTED] 
An: rt-users@lists.bestpractical.com 
Gesendet: Thu Aug 28 16:59:39 2008
Betreff: [rt-users] Using Functions in Query builder 


Hi, I was wondering if it were possible to use functions in the search query 
builder.  For example I built a very simply search in the builder that looks 
for tickets that have not been updated since a certain time.  The "SQL" 
generated in the advanced window is : 

Status != 'resolved' AND LastUpdated < '8/28/2008'


i would like that date to be able to be replaced by the function now(). I use 
PostgreSQL as the backend.


Thanks






Ketema J. Harris
www.ketema.net
[EMAIL PROTECTED]
ketemaj on iChat

 


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Re: [rt-users] RT 3.8.x Translation - Question for German Users

[Ham MI-ID, Torsten Brumm]

Hi Björn,
I think i will go the way to NOT translate all the things. As i read from all 
the answers it makes no sense, some "denglisch" wordings are ok.

OK, i'm nearly finished with the translation (with the new updates from 
Emmanuel).

Ticket = Ticket
Dashboard = Dashboard
Queue = Queue

For the Rights Translations i agree with Andreas, Violetta and Torben that i 
makes no sense to translate, Torben is right, this is a nightmare if you are at 
the admin panel.

Btw. Administration:

I'm thinking about NOT to translate the whole Admin Part, because like Andreas 
said, ist confusing more if you work together with the book or the wiki and you 
have all the time to translate back from german to english and i think, someone 
who will administrate rt should know a little about english...

OK, actual Status: i will sent to BPS the whole translation (including admin 
and installation) but offer also at my homepage some different versions and try 
to keep them up2date. 

Torsten


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne


-Ursprüngliche Nachricht-
>Von: Bjoern Schulz [mailto:[EMAIL PROTECTED] 
>Gesendet: Dienstag, 19. August 2008 16:16
>An: Ham MI-ID, Torsten Brumm
>Betreff: Re: [rt-users] RT 3.8.x Translation - Question for German Users

>Hallo Torsten,

>ich hab mal bei meinen "deitschen" Nuztern nachgefragt.

>Dashboard würden wir lassen

>Queue als Bereich übersetzen wäre okay

>Und Ticket sollte Ticket bleiben.

>Beste Grüsse vom DESY in HH,

>  Björn





Ham MI-ID, Torsten Brumm wrote:
> Hi Together,
> i'm just finished with the translation for the actual rt 3.8.x. I have a 
> "global" question for all german users regarding some wordings.
>  
> What do you think about translation for special words like:
>  
> Dashboard, Queue and Ticket. Should it be translated or should it be like it 
> is?
>  
> Comments are welcome.
>  
> Torsten


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[rt-users] RT 3.8.x Translation - Question for German Users

[Ham MI-ID, Torsten Brumm]

Hi Together,
i'm just finished with the translation for the actual rt 3.8.x. I have a 
"global" question for all german users regarding some wordings.
 
What do you think about translation for special words like:
 
Dashboard, Queue and Ticket. Should it be translated or should it be like it is?
 
Comments are welcome.
 
Torsten

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne



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Re: [rt-users] Question about permissions

[Ham MI-ID, Torsten Brumm]

Have you tried to put the saved searches to the selfservice interface?


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne




Von: [EMAIL PROTECTED] 
An: rt-users@lists.bestpractical.com 
Gesendet: Mon Aug 11 15:47:19 2008
Betreff: [rt-users] Question about permissions 


Hi Guys,

 

I am trying to set up a customer so they can log  on and check their 
open/closed calls. 

 

I have set them up as a Privileged user

 

The only things i want them to see are the saved searches i have created.

 

I have managed to lock it down, but they are still able to see too much

 

I do not want to give them the option to search, as they can type in “1” for 
instance and pull up the first call created. They can then do this for any 
other ticket regardless of whether its for them.

 

I don’t want them to be able to change the status ,owner or customer  which 
they can currently do from the basics screen.

 

I have multiple queues and permissions done on a group basis.

 

So I basically want to give them almost a Self service screen but with the 
ability to see saved searches.

 

If there is any other info you need please let me know.

 

Regards,

 

Richard Harold

 

 

 

 


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Re: [rt-users] External Ticket Form w/ No Login

[Ham MI-ID, Torsten Brumm]

Hi,
we use it this way:
 
1. A simple Webform which creates a preformated mail sent to RT
2. RT uses ExtractCustomFieldValues to scan the mail content and put 
information from mail text to Custom Fields.
 
This is a easy setup and working fine.
 
To your Problem with the No Login at all: I think this is not a good idea. What 
you can try is the RT-BugTracker-Public Interface from BPS Svn, which offers 
the functionality to access RT without login.
 
Torsten



Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Helmuth Ramirez
Gesendet: Donnerstag, 31. Juli 2008 23:50
An: [EMAIL PROTECTED]; rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] External Ticket Form w/ No Login



You can try looking up Command by Mail in the archives.  It can send e-mails 
with the custom fields and such to be submitted as tickets.  So you could have 
a web front end for submission that generates an e-mail to RT.

 

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED]
Sent: Thursday, July 31, 2008 5:44 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] External Ticket Form w/ No Login

 

Ok,  I went through the archives and did not really find a good or easy answer 
to this question.  Plus many of the posts are very old.  We created an external 
form for RT 3.8.0 and resides on an external site.  The form works fine for 
creating a ticket, except that it requires the person to login.  We need to 
have an easy way to setup this form and RT so that anyone can submit a ticket 
using that form and are not required to login.  Our form also includes custom 
fields.

 

If it is not possible to do this, then is it possible to allow the user on the 
login page to create their own login or perhaps when the user submits the 
ticket, their email address automatically creates a login for them and RT auto 
generates a password.

 

Out ultimate goal is to have the form submit a ticket without any logins at all.

 

Any help would be appreciated.

 

Mark

 

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Re: [rt-users] Any BenchMarkings??

[Ham MI-ID, Torsten Brumm]

Hi,

RT inside VM is running fine, we use it in some installations. We also use it 
under Mac OSX Tiger and Leopard without Problems. Our Production is running 
under RHEL 4 und AIX5. The Test System is under CentOS5.

All are working fine. All are manual installed RT Versions.

Torsten 

-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Gaurav Ghimire
Gesendet: Freitag, 1. August 2008 09:09
An: Tim Cutts
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Any BenchMarkings??

Tim Cutts wrote:
>
> On 1 Aug 2008, at 7:48 am, Gaurav Ghimire wrote:
>
>> Dear all,
>>
>> I am to setup RT. I did some searches to see if any benchmarkings 
>> were done for RT as what OS had it worked fine on and with no such 
>> critical problems reported.
>
> I doubt it makes very much difference what OS you use.  I use Debian, 
> and it's fine.  So Ubuntu will be fine also.
>
> Tim
>
>
I found that ubuntu has pre-built packages for the purpose but I think building 
it on self would be more better compared to those apt installs, though 
recommendations come first!! :)

I have not found to my record but does RT has any issues with vm machines (any 
one ever encountered issues with virtual machines).

Regards,

Gaurav

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Re: [rt-users] RT 3.6.4 MYSQL Backup

[Ham MI-ID, Torsten Brumm]

Is it really a prod system? Do you think its a good idea to use it under xampp 
or mamp? And windows? ;-)



Von: [EMAIL PROTECTED] 
An: [EMAIL PROTECTED] ; [EMAIL PROTECTED] ; [EMAIL PROTECTED] 
Cc: rt-users@lists.bestpractical.com 
Gesendet: Wed Jul 30 16:48:01 2008
Betreff: Re: [rt-users] RT 3.6.4 MYSQL Backup 


Under xampp the is also a my.ini i think.



Von: andrew fay 
An: Ham MI-ID, Torsten Brumm; [EMAIL PROTECTED] ; [EMAIL PROTECTED] 
Cc: rt-users@lists.bestpractical.com 
Gesendet: Wed Jul 30 16:46:44 2008
Betreff: RE: AW: Re: [rt-users] RT 3.6.4 MYSQL Backup 


Hi,

Sorry I should of been more clear,

I have RT 3.6.4 running on an ubuntu machine and backing up the catalog using 
the Mysql Administrator.  When I am restoring it I am restoring on to a windows 
xp pro machine running a mysql server.  I have tried restoring attachments 
after and before just by itself with no luck.

How would I set the max_allowed_packet option under windows? I have access to 
the console and am using WAMP to run my mysql server.

Thanks!

Andy




Subject: AW: Re: [rt-users] RT 3.6.4 MYSQL Backup
Date: Wed, 30 Jul 2008 16:39:02 +0200
From: [EMAIL PROTECTED]
To: [EMAIL PROTECTED]
CC: [EMAIL PROTECTED]; rt-users@lists.bestpractical.com


Yes, like drew said, this can also be the problem, i remeber from our last move.
We increased the max_allowed_packet option massivly, but also without success. 
We did the trick by dumping only the attachments table and restored them later. 
Was working fine.

- Originalnachricht -
Von: Drew Barnes <[EMAIL PROTECTED]>
An: Ham MI-ID, Torsten Brumm
Cc: [EMAIL PROTECTED] <[EMAIL PROTECTED]>; rt-users@lists.bestpractical.com 

Gesendet: Wed Jul 30 16:35:44 2008
Betreff: Re: [rt-users] RT 3.6.4 MYSQL Backup

I was thinking that it might be the max_allowed_packet option my.cnf. 
Recent versions of MySQL seem to export the tables in what my office has
begun to refer to as "massive dumps," that is, One insert statement for
each table.

One other option would be not exporting the data in binary format, IIRC.


Ham MI-ID, Torsten Brumm wrote:
>
> Hi fay,
> I'm not sure about the error, but if you can't restore the attachments
> table correctly, then your rt install will be broken, rt stores not
> only the things we know as attachment like .doc or .xls, he also
> stores each mail text etc there. A broken table is not good in this
> way ;-)
>
> Can you try as workaround to stop your mysqld copy over the plain
> files (innodb etc) to the new server an try to start there.
>
> Tob
>
> 
> *Von*: [EMAIL PROTECTED]
> *An*: rt mailing list
> *Gesendet*: Wed Jul 30 16:11:20 2008
> *Betreff*: [rt-users] RT 3.6.4 MYSQL Backup
> Hi,
>
> I am having a problem backing up the mysql db for our RT installation,
>
> I can back it up correctly into an SQL file.. move it to another
> machine with mysql running and get errors trying to restore it.
>
> If I remove the attachments table from the restore then it restores fine,
>
> the error i get is :
>
> Error while executing this query:INSERT INTO `rtdb`.`Attachments`
> VALUES  (179,455,178,'','',NULL,'text/plain','none'
>
> etc and then a mess of illedgable text.
>
> I am looking into upgrading to the latest version of RT but I don't
> want to do this until I can back everything up correctly.
>
> Ideally I would like the attachments backed up though.
>
> If the attachment table can't be saved what will happen if I restore
> this DB on top of a new installation ? will I just not be able to
> browse the attachments or will this make it so we are unable to browse
> the old tickets?
>
> I say this because the new RT will be running on a different machine
> as this one is coming to the end of it's life unfortunatly.
>
> Thanks in advance!
>
> Andy
>
> 
> Get Hotmail on your Mobile! Try it Now!
> <http://clk.atdmt.com/UKM/go/101719965/direct/01/>
> 
>
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>
> Community help: http://wiki.bestpractical.com
> Commercial support: [EMAIL PROTECTED]
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

--
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati






Find out how to make Messenger your 

Re: [rt-users] RT 3.6.4 MYSQL Backup

[Ham MI-ID, Torsten Brumm]

Under xampp the is also a my.ini i think.



Von: andrew fay 
An: Ham MI-ID, Torsten Brumm; [EMAIL PROTECTED] ; [EMAIL PROTECTED] 
Cc: rt-users@lists.bestpractical.com 
Gesendet: Wed Jul 30 16:46:44 2008
Betreff: RE: AW: Re: [rt-users] RT 3.6.4 MYSQL Backup 


Hi,

Sorry I should of been more clear,

I have RT 3.6.4 running on an ubuntu machine and backing up the catalog using 
the Mysql Administrator.  When I am restoring it I am restoring on to a windows 
xp pro machine running a mysql server.  I have tried restoring attachments 
after and before just by itself with no luck.

How would I set the max_allowed_packet option under windows? I have access to 
the console and am using WAMP to run my mysql server.

Thanks!

Andy




Subject: AW: Re: [rt-users] RT 3.6.4 MYSQL Backup
Date: Wed, 30 Jul 2008 16:39:02 +0200
From: [EMAIL PROTECTED]
To: [EMAIL PROTECTED]
CC: [EMAIL PROTECTED]; rt-users@lists.bestpractical.com


Yes, like drew said, this can also be the problem, i remeber from our last move.
We increased the max_allowed_packet option massivly, but also without success. 
We did the trick by dumping only the attachments table and restored them later. 
Was working fine.

- Originalnachricht -
Von: Drew Barnes <[EMAIL PROTECTED]>
An: Ham MI-ID, Torsten Brumm
Cc: [EMAIL PROTECTED] <[EMAIL PROTECTED]>; rt-users@lists.bestpractical.com 

Gesendet: Wed Jul 30 16:35:44 2008
Betreff: Re: [rt-users] RT 3.6.4 MYSQL Backup

I was thinking that it might be the max_allowed_packet option my.cnf. 
Recent versions of MySQL seem to export the tables in what my office has
begun to refer to as "massive dumps," that is, One insert statement for
each table.

One other option would be not exporting the data in binary format, IIRC.


Ham MI-ID, Torsten Brumm wrote:
>
> Hi fay,
> I'm not sure about the error, but if you can't restore the attachments
> table correctly, then your rt install will be broken, rt stores not
> only the things we know as attachment like .doc or .xls, he also
> stores each mail text etc there. A broken table is not good in this
> way ;-)
>
> Can you try as workaround to stop your mysqld copy over the plain
> files (innodb etc) to the new server an try to start there.
>
> Tob
>
> 
> *Von*: [EMAIL PROTECTED]
> *An*: rt mailing list
> *Gesendet*: Wed Jul 30 16:11:20 2008
> *Betreff*: [rt-users] RT 3.6.4 MYSQL Backup
> Hi,
>
> I am having a problem backing up the mysql db for our RT installation,
>
> I can back it up correctly into an SQL file.. move it to another
> machine with mysql running and get errors trying to restore it.
>
> If I remove the attachments table from the restore then it restores fine,
>
> the error i get is :
>
> Error while executing this query:INSERT INTO `rtdb`.`Attachments`
> VALUES  (179,455,178,'','',NULL,'text/plain','none'
>
> etc and then a mess of illedgable text.
>
> I am looking into upgrading to the latest version of RT but I don't
> want to do this until I can back everything up correctly.
>
> Ideally I would like the attachments backed up though.
>
> If the attachment table can't be saved what will happen if I restore
> this DB on top of a new installation ? will I just not be able to
> browse the attachments or will this make it so we are unable to browse
> the old tickets?
>
> I say this because the new RT will be running on a different machine
> as this one is coming to the end of it's life unfortunatly.
>
> Thanks in advance!
>
> Andy
>
> 
> Get Hotmail on your Mobile! Try it Now!
> <http://clk.atdmt.com/UKM/go/101719965/direct/01/>
> 
>
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: [EMAIL PROTECTED]
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

--
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati






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Re: [rt-users] custom form for create ticket in a queue

[Ham MI-ID, Torsten Brumm]

Yes, we do, whats exactly your problem?

Tob



Von: [EMAIL PROTECTED] 
An: rt-users@lists.bestpractical.com 
Gesendet: Tue Jul 29 18:23:17 2008
Betreff: [rt-users] custom form for create ticket in a queue 


Has anyone used a form for creating a ticket in a particular queue? I have a 
group that wants to use our RT system (RT 3.6.3), but wants a form when a user 
selects "create ticket"... 
 
 
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Re: [rt-users] RT 3.6.4 MYSQL Backup

[Ham MI-ID, Torsten Brumm]

Yes, like drew said, this can also be the problem, i remeber from our last move.
We increased the max_allowed_packet option massivly, but also without success. 
We did the trick by dumping only the attachments table and restored them later. 
Was working fine.

- Originalnachricht -
Von: Drew Barnes <[EMAIL PROTECTED]>
An: Ham MI-ID, Torsten Brumm
Cc: [EMAIL PROTECTED] <[EMAIL PROTECTED]>; rt-users@lists.bestpractical.com 

Gesendet: Wed Jul 30 16:35:44 2008
Betreff: Re: [rt-users] RT 3.6.4 MYSQL Backup

I was thinking that it might be the max_allowed_packet option my.cnf.  
Recent versions of MySQL seem to export the tables in what my office has 
begun to refer to as "massive dumps," that is, One insert statement for 
each table.

One other option would be not exporting the data in binary format, IIRC.


Ham MI-ID, Torsten Brumm wrote:
>
> Hi fay,
> I'm not sure about the error, but if you can't restore the attachments 
> table correctly, then your rt install will be broken, rt stores not 
> only the things we know as attachment like .doc or .xls, he also 
> stores each mail text etc there. A broken table is not good in this 
> way ;-)
>
> Can you try as workaround to stop your mysqld copy over the plain 
> files (innodb etc) to the new server an try to start there.
>
> Tob
>
> 
> *Von*: [EMAIL PROTECTED]
> *An*: rt mailing list
> *Gesendet*: Wed Jul 30 16:11:20 2008
> *Betreff*: [rt-users] RT 3.6.4 MYSQL Backup
> Hi,
>
> I am having a problem backing up the mysql db for our RT installation,
>
> I can back it up correctly into an SQL file.. move it to another 
> machine with mysql running and get errors trying to restore it.
>
> If I remove the attachments table from the restore then it restores fine,
>
> the error i get is :
>
> Error while executing this query:INSERT INTO `rtdb`.`Attachments` 
> VALUES  (179,455,178,'','',NULL,'text/plain','none'
>
> etc and then a mess of illedgable text.
>
> I am looking into upgrading to the latest version of RT but I don't 
> want to do this until I can back everything up correctly.
>
> Ideally I would like the attachments backed up though.
>
> If the attachment table can't be saved what will happen if I restore 
> this DB on top of a new installation ? will I just not be able to 
> browse the attachments or will this make it so we are unable to browse 
> the old tickets?
>
> I say this because the new RT will be running on a different machine 
> as this one is coming to the end of it's life unfortunatly.
>
> Thanks in advance!
>
> Andy
>
> 
> Get Hotmail on your Mobile! Try it Now! 
> <http://clk.atdmt.com/UKM/go/101719965/direct/01/>
> 
>
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: [EMAIL PROTECTED]
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

-- 
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati

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Re: [rt-users] RT 3.6.4 MYSQL Backup

[Ham MI-ID, Torsten Brumm]

Hi fay,
I'm not sure about the error, but if you can't restore the attachments table 
correctly, then your rt install will be broken, rt stores not only the things 
we know as attachment like .doc or .xls, he also stores each mail text etc 
there. A broken table is not good in this way ;-)

Can you try as workaround to stop your mysqld copy over the plain files (innodb 
etc) to the new server an try to start there.

Tob



Von: [EMAIL PROTECTED] 
An: rt mailing list 
Gesendet: Wed Jul 30 16:11:20 2008
Betreff: [rt-users] RT 3.6.4 MYSQL Backup 


Hi,

I am having a problem backing up the mysql db for our RT installation,

I can back it up correctly into an SQL file.. move it to another machine with 
mysql running and get errors trying to restore it.

If I remove the attachments table from the restore then it restores fine,

the error i get is :

Error while executing this query:INSERT INTO `rtdb`.`Attachments` VALUES  
(179,455,178,'','',NULL,'text/plain','none'

etc and then a mess of illedgable text.

I am looking into upgrading to the latest version of RT but I don't want to do 
this until I can back everything up correctly.

Ideally I would like the attachments backed up though.

If the attachment table can't be saved what will happen if I restore this DB on 
top of a new installation ? will I just not be able to browse the attachments 
or will this make it so we are unable to browse the old tickets?

I say this because the new RT will be running on a different machine as this 
one is coming to the end of it's life unfortunatly.

Thanks in advance!

Andy




Get Hotmail on your Mobile! Try it Now! 
 
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Re: [rt-users] Help with CLI

[Ham MI-ID, Torsten Brumm]

You can set the password and user settings as a shell variable or a .rtrc file, 
look at the wiki, it is explained good.

More answers tomorrow, it's midnight here ;-)


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
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-Original Message-
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
To: Shawn M Moore <[EMAIL PROTECTED]>
CC: rt-users@lists.bestpractical.com 
Sent: Thu Jul 10 23:54:29 2008
Subject: Re: [rt-users] Help with CLI

Shawn,


Thanks! That worked! Although now it wants a password so I have to go 
find one.
Question: will I be able to embed a CLI command that creates a new 
record and sets values for the fields within an SQL without it wanting a 
password every time? I hope so. Otherwise I won't be able to walk thru 
the old database and create new tickets in the new DB. Doing this one at 
a time is not gonna do at all.


Kenn
LBNL

On 7/10/2008 2:24 PM, Shawn M Moore wrote:
> On Thu, Jul 10, 2008 at 02:09:43PM -0700, Kenneth Crocker wrote:
> 
> Hi Kenneth,
> 
>> bash-2.03$ pwd
>> /apps/rt
>> bash-2.03$ rt list "status='new'";
>> bash: rt: command not found
> 
> It looks like the directory containing "rt" is not in your PATH. The
> laziest fix is to just specify the full path to the rt program:
> 
> $ /apps/rt/bin/rt list status='new'
> 
> Shawn
> 
> 

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Re: [rt-users] Help with CLI

[Ham MI-ID, Torsten Brumm]

We are using it heavily What kind of infos you need?


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne


-Original Message-
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
To: rt Users 
Sent: Thu Jul 10 21:42:46 2008
Subject: [rt-users] Help with CLI

To List,


Has anyone out there use CLI for RT? I'm trying it and getting nowhere, 
fast. I need some help, if anyone is able and willing. Thanks.


Kenn
LBNL

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Re: [rt-users] Disabling Password Fields and making others readonly

[Ham MI-ID, Torsten Brumm]

Have you restarted apache and cleaned the mason cache?


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne


-Original Message-
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
To: rt-users@lists.bestpractical.com 
Sent: Wed Jul 09 10:08:58 2008
Subject: [rt-users] Disabling Password Fields and making others readonly

Hi all.

RT version 3.6.7

As I sync data to the user´s preferences fields I want to make input
fields readonly and disable (or make invisible) the password fields in
user´s preferences. Therefore I changed the file
/usr/share/rt3/html/User/Prefs.html
These changes do not seem to take effect. I will attach the diff file to
the mail. Can anyone tell me why these fields still appear and why they
can be edited? Did I make my changes to the wrong file?

Best Chris

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Re: [rt-users] The RT Book

[Ham MI-ID, Torsten Brumm]

Hmm, it's slighly outdated (moist examples are from 3.4x) but they are running 
mostly also under actual versions.

Go and buy it, it is cool! ;-)


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne


-Original Message-
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
To: RT-Users@lists.bestpractical.com 
Sent: Thu Jul 03 15:05:33 2008
Subject: [rt-users] The RT Book

Hi - another from me. Sorry to bombard..

How up to date & relevant is the RT book from O'Reilly?
http://rtbook.bestpractical.com

I'm very willing to buy a copy, but don't want to do so and find out
it's far too outdated to be of use; I'm using 3.6.7

Thanks
Steve



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Re: [rt-users] Getting RT-Extension-ResetPassword Module

[Ham MI-ID, Torsten Brumm]

Hi jesse,
You're correct, was a stupid idea :-)

Torsten


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne


-Original Message-
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
To: Torsten Brumm <[EMAIL PROTECTED]>
CC: rt-users@lists.bestpractical.com 
Sent: Wed May 28 22:36:41 2008
Subject: Re: [rt-users] Getting RT-Extension-ResetPassword Module


On May 28, 2008, at 4:31 PM, Torsten Brumm wrote:

> for the whole svn try svn co svn://svn.bestpractical.com there  
> you'll find everything :-)
>

Please don't EVER check out the entirety of our Subversion repository  
all at once. That is a SIGNIFICANT drain on our resources and is much,  
much more disk, cpu and network intensive than building a full svk  
mirror of the repository.

If we notice a user doing this, we will block their IP address from  
accessing our servers.

Jesse


> 2008/5/28 John BORIS <[EMAIL PROTECTED]>:
> I would like to use the Password reminder module from the repository  
> but
> I am a bit clueless on how to get the code. Can someone point to
> directions on how to get the code or the module so I can install it in
> my RT instance?
>
>
> TIA
>
>
> John J. Boris, Sr.
> JEN-A-SyS Administrator
> Archdiocese of Philadelphia
> "Remember! That light at the end of the tunnel
> Just might be the headlight of an oncoming train!"
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: [EMAIL PROTECTED]
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
>
> -- 
> MFG
>
> Torsten Brumm
>
> http://www.torsten-brumm.de  
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Re: [rt-users] race condition with scrips updating db?

[Ham MI-ID, Torsten Brumm]

Hi Chris,

Hopefully you got a answer to your request already, if not try the following:

1. create a tiny scrip in which only wait for some seconds?
2. i'm not 100% sure, but try to set both scrip at the Stage to Transaction 
Batch

Torsten 


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne


-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Chris Haumesser
Gesendet: Montag, 14. April 2008 22:39
An: rt-users@lists.bestpractical.com
Betreff: [rt-users] race condition with scrips updating db?

Hi,

I'm using the ExtractCustomFieldValues extension to extract an email address 
out of the body of a message and set it as the requestor of the ticket.

My template first removes the original requestor from the ticket, then adds the 
new address as a requestor.  In the RT history for the ticket, I see this work 
correctly.

My Extraction scrip has a description '00_extract_fields' and the autoreply 
scrip has a description '20_autoreply_on_create'.  The scrips appear to be 
firing in the proper order (00_extract_fields first, then 
20_autoreply_on_create).  Nevertheless, the outgoing email in the autoreply 
picks up the address of the first requestor.

My theory is that this is a race condition: the autoreply scrip is properly 
firing after the extract scrip, but the extract scrip hasn't finished updating 
the database by the time the autoreply scrip starts.

Is there a way to test this theory and fix the problem?


Thanks,


-C-
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Re: [rt-users] Contact Management / Address book Plugin for RT3

[Ham MI-ID, Torsten Brumm]

No...! :-(


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne




Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Traiano Welcome
Gesendet: Mittwoch, 7. Mai 2008 15:53
An: rt-users@lists.bestpractical.com
Betreff: [rt-users] Contact Management / Address book Plugin for RT3


Hi All

Is there a contact database management plugin/addon for RT3 that allows users 
of the RT3 ticket system top view or update a central database of contacts and 
access it from the RT3 web interface?

Thanks in Advance,
Traiano



-- 

There is no Spoon. 

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Re: [rt-users] New install (second chance)

[Ham MI-ID, Torsten Brumm]

Lamp? Is a linux apache mysql and php correct?

Why you don't use the ones from your distro?

Btw, i don't think you need to recompile or reinstall all the modules, only the 
ones for apache?!?

Do you have some more infos about your installation?

Torsten


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne


-Original Message-
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
To: Barry Byrne <[EMAIL PROTECTED]>; rt-users@lists.bestpractical.com 

Sent: Thu Apr 03 19:10:48 2008
Subject: Re: [rt-users] New install (second chance)

How do I recompile all perl modules needed by RT ?

I just removed everything and reinstalled LAMP.
Now I need to recompile all perl modules with the versions of apache,
and mysql installed.

Thanks

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Re: [rt-users] How can customer (requester) set the priority oftickets.

[Ham MI-ID, Torsten Brumm]

Be carefull to grant modifyticket to a external. They can do too much with the 
ticket.

What about the idea to define some keywords with the customer and pars the 
mails from the customer for this and set the prio by a script?

I think i saw something like this at the wiki.

Torsten


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne


-Original Message-
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
To: Armaghan Saqib <[EMAIL PROTECTED]>
CC: rt Users 
Sent: Thu Apr 03 19:29:46 2008
Subject: Re: [rt-users] How can customer (requester) set the priority oftickets.

Armaghan,


The only way I know of to allow a "requestor" to see what is on their 
ticket is to grant "SeeQueue" and "ShowTicket" globally to the role 
"Requestor". As to modifying a ticket. Well, We usually don't let anyone 
do that to a ticket except the owner, but if you wanted to do that, then 
also grant "ModifyTicket" globally to the role "Requestor" as well. The 
only drawback to the last right is that granting the "ModifyTicket" 
right means the requestor can modify a BUNCH of other fields. We got 
around that by creating a Custom Field named "Need-By Date" to all 
tickets, set the format to only allow mm/dd/ and then granted the 
"ModifyCustomField" and "SeeCustomField" rights to the user-defined 
groups that contain a sub-set of customers that are allowed to be 
requestors for a particular queue (we have over 75 support-specific 
queues). Hope this helps.


Kenn
LBNL

On 4/3/2008 1:47 AM, Armaghan Saqib wrote:
> We allow our customers to keep sending their requirements as new 
> tickets. Some times we need to prioritize the work of a specific 
> customer and ask customer to let us know his/her priorities.
> 
> Is it possible that the customer who is requester can login to the self 
> service interface and update the relative priority of his tickets?
> 
> Is there some other way this can be accomplished.
> 
> Thanks and regards
> 
> Armaghan
> 

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Re: [rt-users] [ERROR] Request-URI Too Large

[Ham MI-ID, Torsten Brumm]

Hi gene,
What does this mean exactly? No chance to export all uiser? Now workaround 
(dump from the db?)

Torsten


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne


-Original Message-
From: Gene  LeDuc <[EMAIL PROTECTED]>
To: Ham MI-ID, Torsten Brumm
CC: rt Users 
Sent: Thu Apr 03 19:07:28 2008
Subject: Re: [rt-users] [ERROR] Request-URI Too Large

Oops, now I see why the user list needs to be passed to the handler 
(results of a search may not contain _all_ users).

At 09:09 AM 4/3/2008, Gene  LeDuc wrote:
>This looks like an RT design error.  For some reason it is passing a list
>containing every user's id via the URL.  If the list of users is long
>enough you will certainly break something.  Since you can't select which
>users to dump into the file (other than including disabled users), there's
>really no reason to have to pass the user list to the handler - it will
>always dump either all users or all users that aren't disabled.
>
>Regards,
>Gene
>
>At 02:03 AM 4/3/2008, Ham MI-ID, Torsten Brumm wrote:
> >Hi RT Users,
> >
> >Just tried to export my users (Configuration -> Users -> Download as TAB
> >delimited File) and got this error:
> >
> >Request-URI Too Large
> >
> >The requested URL's length exceeds the capacity limit for this server.
> >
> >Any idea how to fix this? Is this a error from RT (why the URL is so long)
> >or can i change something at the webserver?
> >
> >Thanks
> >
> >Torsten
> >
> >Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann
> >(Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred
> >Manke, Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens
> >Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928,
> >USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne & Nagel
> >A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat:
> >Klaus-Michael Kühne


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 


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[rt-users] [ERROR] Request-URI Too Large

[Ham MI-ID, Torsten Brumm]

Hi RT Users,

Just tried to export my users (Configuration -> Users -> Download as TAB 
delimited File) and got this error:

Request-URI Too Large

The requested URL's length exceeds the capacity limit for this server.

Any idea how to fix this? Is this a error from RT (why the URL is so long) or 
can i change something at the webserver?

Thanks

Torsten

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne



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Re: [rt-users] 500 Internal Server Error

[Ham MI-ID, Torsten Brumm]

At the beginning of the logfile, you must have some more detailed information, 
try restart and check for permission problems!
 
Torsten


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne




Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von joseph blase
Gesendet: Montag, 31. März 2008 22:12
An: rt-users@lists.bestpractical.com
Betreff: [rt-users] 500 Internal Server Error


Hi list,

We had our RT systems working for quite sometimes until recently we notice that 
 if we access it's Ticket button it's being redirected(if it's the right term) 
to https://helpdesk.domain.com/Search/Build.html and throw out this "500 
Internal Server Error" and  error logs contain as follow:

[Mon Mar 31 05:29:34 2008] [error] [client 10.110.18.5] FastCGI: comm with 
server "/usr/share/request-tracker3.6/libexec/mason_handler.fcgi" aborted: idle 
timeout (30 sec), referer: https://helpdesk.domain.com/
[Mon Mar 31 05:29:34 2008] [error] [client 10.110.18.5] FastCGI: incomplete 
headers (0 bytes) received from server 
"/usr/share/request-tracker3.6/libexec/mason_handler.fcgi", referer: 
https://helpdesk.domain.com/
[Mon Mar 31 05:34:59 2008] [error] [client 10.110.18.5] FastCGI: comm with 
server "/usr/share/request-tracker3.6/libexec/mason_handler.fcgi" aborted: idle 
timeout (30 sec), referer: https://helpdesk.domain.com/
[Mon Mar 31 05:34:59 2008] [error] [client 10.110.18.5] FastCGI: incomplete 
headers (0 bytes) received from server 
"/usr/share/request-tracker3.6/libexec/mason_handler.fcgi", referer: 
https://helpdesk.domain.com/

Although there's some listing coming on on google search for same error,there's 
no concrete answer so might as well try my luck here.

We're using:

RT 3.6.1
on
Apache/2.2.3 (Debian 4.0) mod_fastcgi/2.4.2 mod_ssl/2.2.3 OpenSSL/0.9.8c 
mod_perl/2.0.2 Perl/v5.8.8 Server 


Thanks in advance,

 joseph


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Re: [rt-users] Quicksearch - But not for Queues, for Users

[Ham MI-ID, Torsten Brumm]

Hi Erik,

Sounds like what i'm looking for. Just grabbed from your link, put into test 
and got an error:

error:  Can't use string ("") as a subroutine ref while "strict refs" 
in use at /opt/rt3/local/html/Elements/OwnerSummary line 104.
context:
... 
100:$Queues->UnLimit();
101:@queues = map {
102:{ Name => $_->Name, Description => $_->Description,
103:id => $_->Id } }
104:grep $queue_filter->($_), @{$Queues->ItemsArrayRef};
105:
106:$session{$cache} = [EMAIL PROTECTED] if $cache;
107:}
108:my $Tickets = RT::Tickets->new($session{'CurrentUser'});
... 
code stack: /opt/rt3/local/html/Elements/OwnerSummary:104
/opt/rt3/share/html/Elements/MyRT:90
/opt/rt3/local/html/index.html:81
/opt/rt3/share/html/autohandler:291
raw error

PS: We have a waiting status too

Any Ideas? I'm not a perl guru ;-) 


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: 
Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: 
Kühne & Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: 
Klaus-Michael Kühne


-Ursprüngliche Nachricht-
Von: Peterson, Erik [mailto:[EMAIL PROTECTED] 
Gesendet: Donnerstag, 27. März 2008 14:13
An: Ham MI-ID, Torsten Brumm; rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Quicksearch - But not for Queues, for Users

> From: "Ham MI-ID, Torsten Brumm" <[EMAIL PROTECTED]>
> Subject: [rt-users] Quicksearch - But not for Queues, for Users
>
> I'm looking for a way to create something similar like the quicksearch 
> for queues but for users in this case. I need as result an overview of 
> all users that can own a ticket in a queues and then a list like the 
> quicksearch with the number of tickets per user.
> 
> Has anyone done this already or can point me to the correct direction 
> to start?

Hi Torsten,

I think I have worked out what you're looking for.  I have created two Elements 
that I have in $RT_HOME/local/html/Elements

   1. QuickSearch
   2. OwnerSummary

which serve to replace and expand the Quicksearch sidebar to include ticket 
owners and the number of tickets in each queue. The list of Queues is editable 
and it seems to work well to keep a fairly quick view of the status of tickets 
that are owned.

These Elements work for me, but I haven't done any testing to see if they are 
really bulletproof for everyone. Feel free to use and adapt as you will.
I believe the only site-specific piece in the code is that we have an extra 
status of "waiting" in our RT instance.

You can get the files here:
http://elementalmarkup.com/ramblings/rt-owner-summary

_Erik


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Re: [rt-users] A brief preview of what RT 3.8 is going to look like

[Ham MI-ID, Torsten Brumm]

Hi Jesse, Kenneth and Todd,

I agree with all of you, the menu at the top is good for 4:3 screen, but for 
16:10 screens, a menu at the left/right hand will be much better.

Jesse: What about the idea to check per js what kind of display the users uses 
and then choose the correct css for RT?

I mean, if a users logs in with a 4:3, he will get the menu at the top, so he 
saves space at the left and right and if this user/another user logs in with a 
16:10 display, RT choose the css layout with the menu at the right or left 
side?!? 

Something like this:

function init() {
determineStyle();
}

function getBrowserWidth() { 
if (window.innerWidth) {return window.innerWidth;}  
else if (document.documentElement && 
document.documentElement.clientWidth != 0) {return 
document.documentElement.clientWidth;}
else if (document.body) {return document.body.clientWidth;} 
return 0;
}
function determineStyle() { 
var browserWidth = getBrowserWidth();
if(browserWidth <= 925) {
for(var q = 0; (a = document.getElementsByTagName("link")[q]); 
q++) {
a.disabled = true;
if(a.getAttribute("title") == "narrow") a.disabled = 
false;
}
}
if(browserWidth > 925) {
for(var q = 0; (a = document.getElementsByTagName("link")[q]); 
q++) {
a.disabled = true;
if(a.getAttribute("title") == "wide") a.disabled = 
false;
}
}
}
function doResize() {
determineStyle();
if(document.getElementsByTagName("body")[0].className == "article") {
var form = document.getElementById("commentformarea");
var browserWidth = getBrowserWidth();
if(browserWidth <= 925) {
form.parentNode.removeChild(form);

document.getElementsByTagName("body")[0].appendChild(form);
}
if(browserWidth > 925) {
form.parentNode.removeChild(form);
document.getElementById("infos").appendChild(form);
}
moveComments();
}
}

window.onload = init;
window.onresize = doResize;

Just as an idea?!?

Torsten


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: 
Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: 
Kühne & Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: 
Klaus-Michael Kühne


-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Kenneth Crocker
Gesendet: Mittwoch, 26. März 2008 17:09
An: Todd Chapman
Cc: RT Users
Betreff: Re: [rt-users] A brief preview of what RT 3.8 is going to look like

Jesse,


I agree with Todd. It makes navigation easier to "see" and is therefore 
more "user-friendly". I hope we get a choice.


Kenn
LBNL


On 3/25/2008 6:04 PM, Todd Chapman wrote:
> 
> On Tue, Mar 25, 2008 at 7:31 PM, Jesse Vincent <[EMAIL PROTECTED] 
> > wrote:
> 
> http://fsck.com/~jesse/rt-3.8/ 
> has screenshots of the new RT 3.8 theme
> I've been working on over the past few days.
> 
> Also, it's now much easier for you to create your own themes and
> styles for RT.
> 
> -jesse
> 
> 
> Jesse,
> 
> Not bad looking, but I do prefer the horizontal menus since they make 
> more efficient use of the screen space.
> 
> -Todd
> 
> 
> 
> 
> ___
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[rt-users] Quicksearch - But not for Queues, for Users

[Ham MI-ID, Torsten Brumm]

HI RT Users,
I'm looking for a way to create something similar like the quicksearch for 
queues but for users in this case. I need as result an overview of all users 
that can own a ticket in a queues and then a list like the quicksearch with the 
number of tickets per user.

Has anyone done this already or can point me to the correct direction to start?

Thanks, any hint is welcome.

Torsten

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: 
Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: 
Kühne & Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: 
Klaus-Michael Kühne



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Re: [rt-users] A brief preview of what RT 3.8 is going to look like

[Ham MI-ID, Torsten Brumm]

OK, my two cents...

1. The new Design looks brilliant, but like all previous version, the font are 
much too big, i'm not blind, and i think the hughe fonts are really not 
neccessary?!? Btw, we can hopefully easily change the CSS for this ;-)

2. The menu at the right hand is perfekt, i never liked the menu at the top. 
Many Users (most in our company) have 16:10 Screens, so a menu at the 
left/right is much better for space saving.

3. The blue background is killing my eyesprefer a simple one

4. But like Mathew wrote, the features and functions behind are much more 
important!

Torsten


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: 
Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: 
Kühne & Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: 
Klaus-Michael Kühne


-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Jesse Vincent
Gesendet: Mittwoch, 26. März 2008 00:32
An: RT Users
Betreff: [rt-users] A brief preview of what RT 3.8 is going to look like

http://fsck.com/~jesse/rt-3.8/ has screenshots of the new RT 3.8 theme I've 
been working on over the past few days.

Also, it's now much easier for you to create your own themes and styles for RT.

-jesse

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Re: [rt-users] Scrip question and how to debug?

[Ham MI-ID, Torsten Brumm]

You compare owner-id with nobody string?!? Nobody id is 10 compare owner id 
with nobody id could work.

Torsten


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: 
Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: 
Kühne & Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: 
Klaus-Michael Kühne


-Original Message-
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
To: Vivek Khera <[EMAIL PROTECTED]>
CC: RT Users 
Sent: Mon Mar 17 16:19:10 2008
Subject: Re: [rt-users] Scrip question and how to debug?

Vivek:

Looking at log output made me realize that $Owner does not contain the 
name of the owner. Where is the actual owner name stored as a string? I 
want to compare that string to Nobody. This seems like it should be 
fairly simple but I don't understand enough about how RT works 
internally to figure that out.

my $admincclist = $self->TicketObj->AdminCc;

  my $Owner = $self->TicketObj->OwnerObj;

if ( $Owner->Id ne "Nobody"){
  $admincclist->AddMember($Owner->Id);
}




Vivek Khera wrote:
> On Mar 14, 2008, at 2:25 PM, John Arends wrote:
> 
>> Second, is there a good way to debug scrips? I feel like I'm just
>> feeling around in the dark and don't know how to tell if they're  
>> really
>> working, or what the contents of variables are, etc. If I was writing
> 
> sprinkle your scrip with lines like this:
> 
>$RT::Logger->error("Got a create transacation...");
> 
> and look in your RT logfile.
> 






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Re: [rt-users] RT 3.6.4 poor query performance

[Ham MI-ID, Torsten Brumm]

Hi Matthew,

We have:

Everyone: CreateTicket
Privileged: CreateSavedSearch, EditSavedSearches, LoadSavedSearch, 
ShowSavedSearches

Roles:

Requestor: ReplyToTicket, ShowTicket

The rest is done on a queue base.

OK, if i have now 1 Queue and grant to this queue 1 Group the right to 
OwnTicket, then the dropdown must have the member of this group (from my 
logical understanding) and definitve NO UNPRIVILEGED USERS i think!

Btw. We rolled back...

Torsten


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: 
Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: 
Kühne & Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: 
Klaus-Michael Kühne


-Ursprüngliche Nachricht-
Von: Mathew [mailto:[EMAIL PROTECTED] 
Gesendet: Montag, 17. März 2008 12:20
An: Ham MI-ID, Torsten Brumm
Cc: Richard Ellis; rt-users@lists.bestpractical.com
Betreff: Re: AW: [rt-users] RT 3.6.4 poor query performance

You shouldn't have had to write a patch to fix the immense user drop down.  
I've created queues with matching groups and assigned the own ticket right to 
only the groups that correspond to each queue.

The Everyone group only has CreateTicket on two public facing queues (all 
others are available for correspondence but not ticket creation), Priveleged 
Users has all the major rights which all users require across all queues and 
Unprivileged Users has only rights which customers would need to interact with 
a ticket.

This has provide more than enough lock down to keep users created by spam out 
of our drop down.

Mathew

Ham MI-ID, Torsten Brumm wrote:
> Hi Mathew, Richard,
> I tried also this weekend to upgrade to 3.6.6 and gave it up yesterday 
> evening (rolled back to 3.6.5).
> 
> To your Problem:
> 
> If you open the Search Builder menu, it takes a long time to build the 
> page.?!? Have a loko into the owner dropdown menu. Did you find there more 
> people as expacted? In my case i find a lot of people there, more than have 
> the rights to own tickets in the queues.
> 
> I have NOT SET the OwnTickets right globally  And now it will be very 
> strange at my Live systems (and test box too).
> 
> Inside the owner dropdown, i find also NOT PRIVILEGDED USERS!!!
> 
> OK, what i have tested:
> 
> Logged in as normal user with rights to 3 Queues.
> 
> This queues have per queue 5 people with the right to own a ticket here. (so 
> i looked for 15 people inside the owner dropdown) but i got a list of round 
> about several thousands!!!
> 
> OK to fix it fast:
> 
> Here is my diff to the /share/html/Search/Elements/PickBasics
> 
> [EMAIL PROTECTED]:/opt/rt3/local/html/Search/Elements# diff 
> /opt/rt3/local/html/Search/Elements/PickBasics 
> /opt/rt3/share/html/Search/Elements/PickBasics
> 111,112c113
> < 
> < %#<& /Elements/SelectOwner, Name => "ValueOfActor", ValueAttribute 
> => 'Name' &>
> ---
>> <& /Elements/SelectOwner, Name => "ValueOfActor", ValueAttribute => 
>> 'Name' &>
> 
> OK, it's replacing the SelectOwner Dropdown, which is not working well here 
> with a noremal input box.
> 
> This speeds up the Searchbuilder a lot!
> 
> Btw. This "Problem" with the Owner Dropdown inside the searchbuilder we have 
> since RT 3.4.x and it is not working well since this time.
> 
> Hope this helps.
> Torsten
> 
> 
> 
> Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann 
> (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten 
> Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: 
> Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, 
> Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
> Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael 
> Kühne
> 
> 
> -Ursprüngliche Nachricht-
> Von: [EMAIL PROTECTED] 
> [mailto:[EMAIL PROTECTED] Im Auftrag von 
> Mathew
> Gesendet: Montag, 17. März 2008 11:06
> An: Richard Ellis
> Cc: rt-users@lists.bestpractical.com
> Betreff: Re: [rt-users] RT 3.6.4 poor query performance
> 
> Well, in that case, I recommend witchcraft. ;)
> 
> Mathew
> 
> Richard Ellis wrote:
>> Hi All,
>>
>> We have upgraded to 3.6.6 over the weekend and also run some 
>> optimisation against the database but performance is still very poor.
>>
>> I have looked at RTx::RightMatrix and Everyone definately does not 
>> have OwnTickets rights unless that is lying to me, which I doubt.
>> I'v

Re: [rt-users] RT 3.6.4 poor query performance

[Ham MI-ID, Torsten Brumm]

Hi Mathew, Richard,
I tried also this weekend to upgrade to 3.6.6 and gave it up yesterday evening 
(rolled back to 3.6.5).

To your Problem:

If you open the Search Builder menu, it takes a long time to build the page.?!? 
Have a loko into the owner dropdown menu. Did you find there more people as 
expacted? In my case i find a lot of people there, more than have the rights to 
own tickets in the queues.

I have NOT SET the OwnTickets right globally  And now it will be very 
strange at my Live systems (and test box too).

Inside the owner dropdown, i find also NOT PRIVILEGDED USERS!!!

OK, what i have tested:

Logged in as normal user with rights to 3 Queues.

This queues have per queue 5 people with the right to own a ticket here. (so i 
looked for 15 people inside the owner dropdown) but i got a list of round about 
several thousands!!!

OK to fix it fast:

Here is my diff to the /share/html/Search/Elements/PickBasics

[EMAIL PROTECTED]:/opt/rt3/local/html/Search/Elements# diff 
/opt/rt3/local/html/Search/Elements/PickBasics 
/opt/rt3/share/html/Search/Elements/PickBasics
111,112c113
< 
< %#<& /Elements/SelectOwner, Name => "ValueOfActor", ValueAttribute => 'Name' 
&>
---
> <& /Elements/SelectOwner, Name => "ValueOfActor", ValueAttribute => 'Name' &>

OK, it's replacing the SelectOwner Dropdown, which is not working well here 
with a noremal input box.

This speeds up the Searchbuilder a lot!

Btw. This "Problem" with the Owner Dropdown inside the searchbuilder we have 
since RT 3.4.x and it is not working well since this time.

Hope this helps.
Torsten 



Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: 
Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: 
Kühne & Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: 
Klaus-Michael Kühne


-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Mathew
Gesendet: Montag, 17. März 2008 11:06
An: Richard Ellis
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] RT 3.6.4 poor query performance

Well, in that case, I recommend witchcraft. ;)

Mathew

Richard Ellis wrote:
> Hi All,
> 
> We have upgraded to 3.6.6 over the weekend and also run some 
> optimisation against the database but performance is still very poor.
> 
> I have looked at RTx::RightMatrix and Everyone definately does not 
> have OwnTickets rights unless that is lying to me, which I doubt.
> I've used the tuning-primer.sh script to do some tuning and 
> performance has improved somewhat, as query builder now only take 300 
> seconds average to load instead of 400, but it is still unusable which 
> is frustrating the users. It's going to take another 36 hours before I 
> can check how the optimisation is going.
> 
> I couldn't get the MySQLTuner to run, but I'll take a look at the perl 
> this week if I get a chance.
> 
> If anyone else has any ideas at all, I'm open to suggestions, 
> including witchcraft :)
> 
> Richard
> 

--
Keep up with me and what I'm up to: http://theillien.blogspot.com 
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[rt-users] What is the advantage of: CSS::Squish

[Ham MI-ID, Torsten Brumm]

Hi RT Developer,

Can anybody tell me the advantage of CSS::Squish Module? From the Readme of 
this perl module i found that it parses the main.css (for rt in this case) and 
creates a "large" css with all "sub css" loaded from main.css.

What is the main advantage to do this? How will this work together with other 
modules calling directly their css files like rtfm, at or calendar ?

Thanks

Torsten

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: 
Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: 
Kühne & Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: 
Klaus-Michael Kühne



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Re: [rt-users] RT at a Glance - show tickets I've requested?

[Ham MI-ID, Torsten Brumm]

Hi Chris, Laura,

Many weeks ago i found this piece of code (think it's from Steven Turner).

__

<&| /Widgets/TitleBox, title =>  $title &>
<& /Elements/TicketList, Title   => $title,
 Format  => @Format,
 Query   => $Query,
 Order   => $Order,
 OrderBy => $OrderBy,
 BaseURL => $BaseURL,
 Rows => $Rows,
 Page=> $Page &>


<%INIT>
my $Rows = $RT::MyRequestsLength;
my $id = $session{'CurrentUser'}->id;
my $Query = "( "
. join( ' OR ', map "$_.id = $id", @roles )
. ")";
if ( @status ) {
$Query .= " AND ( "
. join( ' OR ', map "Status = '$_'", @status )
. " )";
}
my $Order = "ASC";
my $OrderBy = "Created";
my @Format = qq{
   '__id__/TITLE:#',
   Priority,
   Status,
   '__Subject__/TITLE:Subject',
   QueueName,
   OwnerName};


<%ARGS>
$friendly_status => loc('open')
$title => loc("My [_1] requests", $friendly_status)
@roles => ('Watcher')
@status => ('open', 'new', 'stalled', 'accepted', 'implement', 'verified', 
'pending', 'authorized')
$BaseURL => undef
$Page => 1

__

Place it under /local/html/Elements and give it a good name.

Add it to your sideconfig as well

Torsten


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: 
Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: 
Kühne & Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: 
Klaus-Michael Kühne


-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Chris
Gesendet: Donnerstag, 13. März 2008 14:08
An: lgrella
Cc: RT Users
Betreff: Re: [rt-users] RT at a Glance - show tickets I've requested?

Laura,

Here's what I did for this purpose:
http://www.gossamer-threads.com/lists/rt/users/70506?#70506 . I think this is 
what you need, anyway.

Have fun!

On Wed, Mar 12, 2008 at 3:33 PM, lgrella <[EMAIL PROTECTED]> wrote:
>
>  Is it possible to edit a user's RT at a Glance so that in addition to 
> top 10  tickets I own and top 10 unowned tickets, it also shows the 
> user top 10  tickets that I have requested?
>
>  Thanks,
>  Laura
>  --
>  View this message in context: 
> http://www.nabble.com/RT-at-a-Glance---show-tickets-I%27ve-requested--
> tp16012526p16012526.html  Sent from the Request Tracker - User mailing 
> list archive at Nabble.com.
>
>  ___
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>
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>
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>
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Re: [rt-users] Can I completely remove reminders from RT?

[Ham MI-ID, Torsten Brumm]

Hi Igrella,

Sure, i've done this yesterday. 

1. remove the reminders from your RT_SiteConfig.pm

Set($HomepageComponents, [qw(...

2. Remove the Element from /Elements/MyReminder

3. Change the /Tickets/Elements/Tabs

Remove:

_F => { title => loc('Reminders'),
path  => "Ticket/Reminders.html?id=" . $id,
separator => 1, },

4. Reset the RT At A Glance default Screen (Admin/Global/RT at a glance) for 
all users (remove Reminders if you find it there)

Hopefully this helps

Torsten 


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: 
Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: 
Kühne & Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: 
Klaus-Michael Kühne


-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von lgrella
Gesendet: Mittwoch, 27. Februar 2008 20:40
An: rt-users@lists.bestpractical.com
Betreff: [rt-users] Can I completely remove reminders from RT?


I have been reading that reminders belong to a queue and not really to the 
ticket. I can see this complicating things, and I don't want reminders as part 
of my system.
I do not want the reminders box on the RT at a glance page, and do not want 
them on the tickets page. Is there any way to fully remove this?

Thanks
--
View this message in context: 
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[rt-users] Ticket Tabs

[Ham MI-ID, Torsten Brumm]

Hi RT Gurus,
 
hopefully a simple question. I'm trying to change the Ticket Tabs File, i would 
like to change the History Link from opening inside the normal RT window to 
open in a new window, like a "real" print preview.
 
Found this part at /ticket/elements/tabs:
 
_Ab => { title => loc('History'),
 path  => "Ticket/History.html?id=" . $id, },

I'm not sure how to add something like target=_blank
 
Any ideas?
 
Thanks
 
Torsten

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: 
Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: 
Kühne & Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: 
Klaus-Michael Kühne



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Re: [rt-users] SOT: high performance web cache for RT

[Ham MI-ID, Torsten Brumm]

Hi sven,
Did you have any test results? I'm with joe, a caching proxy wont help, but i'm 
not a proxy pro ;-)

Torsten


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: 
Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: 
Kühne & Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: 
Klaus-Michael Kühne


-Original Message-
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
To: Sven Sternberger <[EMAIL PROTECTED]>
CC: rt-users@lists.bestpractical.com 
Sent: Thu Mar 06 17:10:21 2008
Subject: Re: [rt-users] SOT: high performance web cache for RT

On 3/6/2008 7:26 AM, Sven Sternberger wrote:

> I found a very interesting software project, which
> boost my RT test instance.
> 
> http://varnish.projects.linpro.no/
> 
> due to the nature of cache systems it is not working with https
> traffic, but nevertheless It could be helpful for a lot
> of environments. And I will try a combined solution
> with pound and varnish, may this will work.

How can a caching proxy help on a site with dynamic content (e.g. RT)?

-- 
Regards,


joe
Joe Casadonte
[EMAIL PROTECTED]

==  ==
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.   ==
==  ==
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Re: [rt-users] Possible to extract 'To:' mail field?

[Ham MI-ID, Torsten Brumm]

Try extractcustomfield values extension, it supports also to parse the mail 
header.

Torsten


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: 
Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: 
Kühne & Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: 
Klaus-Michael Kühne


-Original Message-
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
To: rt-users@lists.bestpractical.com 
Sent: Mon Mar 03 03:56:23 2008
Subject: [rt-users] Possible to extract 'To:' mail field?

Greetings,

For a queue which has multiple email addresses reaching it, we wish to  
pull out statistics of which addresses are being used and set up some  
custom fields based on it.

I could do this via a few extensions to rt-mailgate, but was wondering  
if there's any way to extract the initial To field from the Ticket  
object so I can do this in a Scrip?

Thanks,
Tom
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Re: [rt-users] Disappearing Transactions

[Ham MI-ID, Torsten Brumm]

Hi mathew, 
I remember some months ago a threat with the same problem, jesse suggested 
something with the text::quoted perl modul so far i can remember. Look through 
the archiv for text::quoted and i think it will fix your problem.

Torsten


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: 
Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: 
Kühne & Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: 
Klaus-Michael Kühne


-Original Message-
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
To: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
Sent: Thu Feb 21 17:53:57 2008
Subject: [rt-users] Disappearing Transactions

We have a ticket that seems to have lost its way.  It originally had several
transactions which seem to have gone *poof*.  I've loaded up a backup of the
database from shortly after the ticket was created into our test server and
everything is still missing.

Is there a way to find these transactions and reinstate them?

-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com
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Re: [rt-users] Monitor disc space on RT/SQL database

[Ham MI-ID, Torsten Brumm]

Try nagios, there are several plugins for mysql, this could help.

Torsten


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: 
Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: 
Kühne & Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: 
Klaus-Michael Kühne


-Original Message-
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
To: 'Shannon Adams' <[EMAIL PROTECTED]>
CC: rt-users@lists.bestpractical.com 
Sent: Mon Feb 18 22:05:22 2008
Subject: Re: [rt-users] Monitor disc space on RT/SQL database

I believe that Webmin can do this.

http://www.webmin.com


-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Shannon Adams
Sent: Monday, February 18, 2008 2:51 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Monitor disc space on RT/SQL database

I need to know how to monitor available space for my RT database.  I am very
much a novice regarding SQL db administration.  Are there any other areas I
should keep my eye on to avoid any future RT db problems?

I am running RT on a FC4 box and my installation is in /opt/rt3.  Thanks for
any help.

Shannon




 


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Re: [rt-users] RT 3.6.5 - quick search shows resolved tickets, seems wrong

[Ham MI-ID, Torsten Brumm]

Hi Dan,
Go to share/html/Elements and pick up Quicksearch change it to this:


<&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "",
   titleright => loc("Edit"), titleright_href => 
$RT::WebPath.'/Prefs/Quicksearch.html' &>
<& /Elements/QueueSummary,
   cache => 'quick_search_queues',
   queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') && !exists 
$unwanted->{$_->Name} },
   conditions => [ {cond => "Status = 'new'",  name => loc ('new')  },
   {cond => "Status = 'open'", name => loc ('open') },
   {cond => "Status = 'stalled'", name => loc ('stalled') },
   {cond => "Status = 'resolved'", name => loc ('resolved') }] 
&>


<%INIT>
my $unwanted = $session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {});


Torsten 

> Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
> Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
> Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, 
> Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich 
> haftende Gesellschaft: Kühne & Nagel A.G., Sitz: Contern/Luxemburg 
> Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne


-Ursprüngliche Nachricht-
> Von: [EMAIL PROTECTED] 
> [mailto:[EMAIL PROTECTED] Im Auftrag 
> von Dan O'Neill
> Gesendet: Sonntag, 3. Februar 2008 22:16
> An: rt-users@lists.bestpractical.com
> Betreff: [rt-users] RT 3.6.5 - quick search shows resolved 
> tickets,seems wrong
> 
> In RT 3.6.5 when you use quick search it displays tickets 
> that are Resolved. I believe it used to only show tickets 
> that were New, Open or Stalled.
> 
> The settings in ./share/html/Elements/Quicksearch seem to 
> confirm that Resovled tickets aren't part of the search conditions.
> 
> Can anyone shed light on this?
> 
> Thanks,
> 
> dano
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Re: [rt-users] Mandatory/Required custom field

[Ham MI-ID, Torsten Brumm]

Hi Thierry,
Did you got any response to this problem? I stepped into the same today

Torsten 

> Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
> Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
> Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, 
> Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich 
> haftende Gesellschaft: Kühne & Nagel A.G., Sitz: Contern/Luxemburg 
> Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne


-Ursprüngliche Nachricht-
> Von: [EMAIL PROTECTED] 
> [mailto:[EMAIL PROTECTED] Im Auftrag 
> von Thierry Thelliez
> Gesendet: Freitag, 7. September 2007 03:44
> An: rt-users@lists.bestpractical.com
> Betreff: [rt-users] Mandatory/Required custom field
> 
> Hello,
> 
> With RT 3.6.4:
> 
> I am trying to make a 'Select one value' type custom field mandatory.
> Selecting the (?#Mandatory). value for Validation does not 
> seem to work like I was expecting. The user is still able to 
> submit the ticket and the custom field value is '(no value)'.
> 
> I tried (?#Mandatory).+ without success.
> 
> What am I missing?
> 
> Thanks,
> Thierry
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Re: [rt-users] Question about Custom Page: $Ticket->HasUnresolvedDependencies

[Ham MI-ID, Torsten Brumm]

Hi Kenneth,

Thanks for your help, but this is the way we also do it at the moment, but it 
takes too long to create all this xls files.

But thanks. I will play around more today.

Torsten 

> Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
> Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
> Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, 
> Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich 
> haftende Gesellschaft: Kühne & Nagel A.G., Sitz: Contern/Luxemburg 
> Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne


-Ursprüngliche Nachricht-
> Von: Kenneth Crocker [mailto:[EMAIL PROTECTED] 
> Gesendet: Mittwoch, 30. Januar 2008 21:07
> An: Ham MI-ID, Torsten Brumm
> Cc: rt-users@lists.bestpractical.com
> Betreff: Re: AW: Re: [rt-users] Question about Custom Page: 
> $Ticket->HasUnresolvedDependencies
> 
> Ham,
> 
> 
>   The following is the SQL from our query:
> 
>(  Queue = 'TSG-RT' OR Queue = 'RT-Admin' ) AND  (  Status 
> = 'open' 
> OR Status = 'resolved' OR Status = 'stalled' OR Status = 
> 'new' ) AND 'CF.{TSG-RT Work Category}' LIKE 'Upgrade'
> 
> 'href="/Ticket/Display.html?id=__id__">__id__/TITLE:#',
> ' href="/Ticket/Display.html?id=__id__">__Subject__/TITL
> E:Subject',
> '__Status__',
> '__OwnerName__',
> '__QueueName__',
> '__TimeEstimated__',
> '__TimeWorked__',
> '__DependsOn__',
> '__Children__'
> 
>   The results look like the spreadsheet I have attached. 
> After I download query results to the spreadsheet, I do a 
> little adjusting to the titles, etc.
>   Hope this helps.
> 
> 
> Kenn
> LBNL
> 
> On 1/30/2008 9:56 AM, Ham MI-ID, Torsten Brumm wrote:
> > Hi kenneth,
> > How does your query look like? I tried it several days with 
> a good query?!?
> > 
> > Thanks
> > 
> > Torsten
> > 
> > -Original Message-
> > From: Kenneth Crocker <[EMAIL PROTECTED]>
> > To: Ham MI-ID, Torsten Brumm
> > CC: RT Users 
> > Sent: Wed Jan 30 18:51:00 2008
> > Subject: Re: [rt-users] Question about Custom Page: 
> > $Ticket->HasUnresolvedDependencies
> > 
> > Ham,
> > 
> > 
> > We already do that, but we use a query instead of a special 
> > page. On your home page, you can modify it to run any query 
> you want 
> > when you sign-in. Our query runs against 1 or more queues 
> (depends on 
> > the
> > relationships) and lists all non-resolved, non-deleted, non-closed 
> > tickets and their children/dependencies and status, etc. By using a 
> > query as the tool for this info, you may save yourself a 
> lot of code 
> > modification/maintenance. Hope this idea helps.
> > 
> > 
> > Kenn
> > LBNL
> > 
> > On 1/30/2008 7:00 AM, Ham MI-ID, Torsten Brumm wrote:
> >  > Hi RT Users,
> >  >
> >  > I'm working on a very special problem at this moment for our 
> > Software  > Devel Department. Let me shortly explain my 
> problem and my 
> > Idea to help  > our internal departments.
> >  >
> >  > We have a internal structure like this:
> >  >
> >  > Business Unit <-> System Analyst <-> Developer  >  > 
> Normally the 
> > BU opens a trouble tickets, a SA is checking this and open  
> > one or 
> > more "PreTasks" to one or more Developers. This flow is working  > 
> > fine so far, but now we are at a point, that our SA Team is loosing 
> > more  > and more the overview about all the Dependencies of 
> the their tickets.
> >  >
> >  > They came to me with an idea for a special page inside 
> RT showing 
> > all  > this. The idea is:
> >  >
> >  > SA TICKET
> >  > | DEV Ticket
> >  >
> >  > IDPRIOSUBJECT STATUS  OWNER   |   ID
> >  > PRIO  SUBJECT STATUS  OWNER
> >  > 
> > 
> --+---
> > --  > -
> >  > #120  TEST1   OPENUSER1
> >  > | #15 20  PRE:TEST1   OPEN   
>  DEV1
> >  >  
> >  > | #16 30  PRE:TEST1   OPEN   
>  DEV2
> >  >  
> >  > | #17 10 

Re: [rt-users] Question about Custom Page: $Ticket->HasUnresolvedDependencies

[Ham MI-ID, Torsten Brumm]

Hi kenneth,
How does your query look like? I tried it several days with a good query?!?

Thanks

Torsten

-Original Message-
From: Kenneth Crocker <[EMAIL PROTECTED]>
To: Ham MI-ID, Torsten Brumm
CC: RT Users 
Sent: Wed Jan 30 18:51:00 2008
Subject: Re: [rt-users] Question about Custom Page: 
$Ticket->HasUnresolvedDependencies

Ham,


We already do that, but we use a query instead of a special page. On 
your home page, you can modify it to run any query you want when you 
sign-in. Our query runs against 1 or more queues (depends on the 
relationships) and lists all non-resolved, non-deleted, non-closed 
tickets and their children/dependencies and status, etc. By using a 
query as the tool for this info, you may save yourself a lot of code 
modification/maintenance. Hope this idea helps.


Kenn
LBNL

On 1/30/2008 7:00 AM, Ham MI-ID, Torsten Brumm wrote:
> Hi RT Users,
> 
> I'm working on a very special problem at this moment for our Software
> Devel Department. Let me shortly explain my problem and my Idea to help
> our internal departments.
> 
> We have a internal structure like this: 
> 
> Business Unit <-> System Analyst <-> Developer
> 
> Normally the BU opens a trouble tickets, a SA is checking this and open
> one or more "PreTasks" to one or more Developers. This flow is working
> fine so far, but now we are at a point, that our SA Team is loosing more
> and more the overview about all the Dependencies of the their tickets.
> 
> They came to me with an idea for a special page inside RT showing all
> this. The idea is:
> 
> SA TICKET
> | DEV Ticket
> 
> IDPRIOSUBJECT STATUS  OWNER   |   ID
> PRIO  SUBJECT STATUS  OWNER
> --+-
> -
> #120  TEST1   OPENUSER1
> | #15 20  PRE:TEST1   OPENDEV1
>   
> | #16 30  PRE:TEST1   OPENDEV2
>   
> | #17 10  PRE:TEST1   RESOLVEDDEV3
> --+-
> -
> #210  TEST2   OPENUSER2
> | #18 10  PRE:TEST2   NEW NOBODY
> --+-
> -
> #350  TEST3   OPENUSER3
> | #19 20  PRE:TEST3   RESOLVEDDEV1
>   
> | #20 30  PRE:TEST3   OPENDEV2
> 
> And so on.
> 
> Am at a point at this moment, where i have mostly all the code snipplet
> together, but i miss the conterpart to
> $Ticket->HasUnresolvedDependencies
> 
> Any Ideas how to get something? Or a workaround to this?
> 
> Or does anyone has already something like this?
> 
> Thanks for any kind of help and ideas.
> 
> torsten
> Kuhne + Nagel (AG & Co.) KG, Geschaftsleitung: Hans-Georg Brinkmann (Vors.), 
> Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
> Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, 
> Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Personlich 
> haftende Gesellschaft: Kuhne & Nagel A.G., Sitz: Contern/Luxemburg 
> Geschaftsfuhrender Verwaltungsrat: Klaus-Michael Kuhne
> 
> 
> 
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[rt-users] Question about Custom Page: $Ticket->HasUnresolvedDependencies

[Ham MI-ID, Torsten Brumm]

Hi RT Users,

I'm working on a very special problem at this moment for our Software
Devel Department. Let me shortly explain my problem and my Idea to help
our internal departments.

We have a internal structure like this: 

Business Unit <-> System Analyst <-> Developer

Normally the BU opens a trouble tickets, a SA is checking this and open
one or more "PreTasks" to one or more Developers. This flow is working
fine so far, but now we are at a point, that our SA Team is loosing more
and more the overview about all the Dependencies of the their tickets.

They came to me with an idea for a special page inside RT showing all
this. The idea is:

SA TICKET
|   DEV Ticket

ID  PRIOSUBJECT STATUS  OWNER   |   ID
PRIOSUBJECT STATUS  OWNER
--+-
-
#1  20  TEST1   OPENUSER1
|   #15 20  PRE:TEST1   OPENDEV1

|   #16 30  PRE:TEST1   OPENDEV2

|   #17 10  PRE:TEST1   RESOLVEDDEV3
--+-
-
#2  10  TEST2   OPENUSER2
|   #18 10  PRE:TEST2   NEW NOBODY
--+-
-
#3  50  TEST3   OPENUSER3
|   #19 20  PRE:TEST3   RESOLVEDDEV1

|   #20 30  PRE:TEST3   OPENDEV2

And so on.

Am at a point at this moment, where i have mostly all the code snipplet
together, but i miss the conterpart to
$Ticket->HasUnresolvedDependencies

Any Ideas how to get something? Or a workaround to this?

Or does anyone has already something like this?

Thanks for any kind of help and ideas.

torsten
Kuhne + Nagel (AG & Co.) KG, Geschaftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, 
Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Personlich 
haftende Gesellschaft: Kuhne & Nagel A.G., Sitz: Contern/Luxemburg 
Geschaftsfuhrender Verwaltungsrat: Klaus-Michael Kuhne



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AW: AW: [rt-users] Simple Question: CustomField of Type SelectOneValue /How to get the Description from a Scrip/Template?

[Ham MI-ID, Torsten Brumm]

Hi Emmanuel,
Sorry, no. I mean, if you create a CF of Type Select one Value, you can enter 
additional Desciption for it. I tried to get the Description Values to put into 
a template.

Let me explain more in Detail:

I have a CF called Module which is mandatory with the following Options:

1. Module 1 Description: [EMAIL PROTECTED] 
2. Module 2 Description: [EMAIL PROTECTED] 
3. Module 3 Description: [EMAIL PROTECTED] 
4. Module 4 Description: [EMAIL PROTECTED] 

If now a user creates a new Ticket via WebUI, he has to select a value.

In this case, i don't want to inform all queue Watchers about the new tickets, 
only the person depending on the choice the Ticket Creator has used.

Torsten

> Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
> Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
> Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, 
> Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich 
> haftende Gesellschaft: Kühne & Nagel A.G., Sitz: Contern/Luxemburg 
> Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne


-Ursprüngliche Nachricht-
> Von: Kenneth Crocker [mailto:[EMAIL PROTECTED] 
> Gesendet: Mittwoch, 23. Januar 2008 19:09
> An: Ham MI-ID, Torsten Brumm
> Cc: Emmanuel Lacour; rt-users@lists.bestpractical.com
> Betreff: Re: AW: [rt-users] Simple Question: CustomField of 
> Type SelectOneValue /How to get the Description from a Scrip/Template?
> 
> Ham & Torsten,
> 
> 
>   I just caught the tail-end of your inquiry. If I 
> understand your dilema, you are trying to get a CF called 
> description into your notification template? If so, we use 
> the following code that works quite well for us:
> 
> Subject: Request Titled: "{$Ticket->Subject}" has been resolved!
> 
> This ticket has been resolved. DO NOT reply to this message!
> --
> ---
> TICKET INFORMATION:
> Ticket Queue  : {$Ticket->QueueObj->Name} Ticket Number : 
> {$Ticket->Id} Ticket Subject: {$Ticket->Subject} Ticket Description:
>   {
>   return $Ticket->FirstCustomFieldValue('Description');
>   }
> Ticket Priority is: {$Ticket->Priority}
> Ticket Created  by: {$Ticket->CreatorObj->Name} Ticket 
> Created  on: {substr($Ticket->Created, 0, 10)}
> Ticket  Owned   by: {$Ticket->OwnerObj->Name}
> Development Started on: {substr($Ticket->Started, 0, 10)} QA 
> Approved on: N/A QA Approved by: N/A
> Migratedon: {substr($Ticket->Resolved, 0, 10)}
> Migratedby: {$Ticket->LastUpdatedByObj->Name}
> Resolution comment:
> {
>my $Resolution_Comment;
>my $Transactions;
>my $CommentObj;
> 
>$Transactions = $Ticket->Transactions;
>$Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' );
>$Transactions->OrderByCols(
>{ FIELD => 'Created',  ORDER => 'DESC' },
>{ FIELD => 'id', ORDER => 'DESC' },
>);
> 
>$CommentObj = $Transactions->First;
> 
>if  ($CommentObj && $CommentObj->id)
>{
> $Resolution_Comment = $CommentObj->Content;
>}
>else
>{
> $Resolution_Comment = "No comment."
>}
> 
>return $Resolution_Comment;
> }
> ------------------
> ---
> To view ticket information, enter URL:
> 
>  {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
> 
> 
>   Please notice we pick up two different comments in the 
> template and use two different styles as well. We use this as 
> a model for grabbing CF's for a template. Anyway, hope this helps.
> 
> 
> Kenn
> LBNL
> 
> On 1/21/2008 7:34 AM, Ham MI-ID, Torsten Brumm wrote:
> > ;-) OK, then i have to go the hard waybut hopefully 
> jesse or one 
> > of the RT developers read this mails ;-)
> > 
> > Thanks
> > 
> > Torsten
> > 
> >> Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg 
> Brinkmann 
> >> (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten 
> >> Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn 
> >> (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, 
> >> USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne & 
> >> Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender 
> >> Verwaltungsrat: Klaus-Michael Kühne
> > 
> > 
> > 

AW: [rt-users] Searches.... and CurrentUser

[Ham MI-ID, Torsten Brumm]

Hi Emmanuel,

You are great! Thanks again for your help :-)

Its working perfect!!!

Torsten 

> Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
> Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
> Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, 
> Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich 
> haftende Gesellschaft: Kühne & Nagel A.G., Sitz: Contern/Luxemburg 
> Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne


-Ursprüngliche Nachricht-
> Von: [EMAIL PROTECTED] 
> [mailto:[EMAIL PROTECTED] Im Auftrag 
> von Emmanuel Lacour
> Gesendet: Dienstag, 22. Januar 2008 09:45
> An: rt-users@lists.bestpractical.com
> Betreff: Re: [rt-users] Searches and CurrentUser
> 
> On Tue, Jan 22, 2008 at 09:22:32AM +0100, Ham MI-ID, Torsten 
> Brumm wrote:
> > Hi RT List,
> > 
> > I remember some weeks ago a bigger threat regarding searches with 
> > CurrentUser inside.
> > 
> > Today i tried to create a global SavedSearch like this: 
> AdminCc.Name = 
> > '__CurrentUser__' AND  (  Status = 'new' OR Status = 'open' )
> > 
> > I copied this from My Tickets: Owner = '__CurrentUser__' 
> AND  ( Status 
> > = 'new' OR Status = 'open' )
> > 
> > I also tried AdminCc.Name like '__CurrentUser__' both 
> without success.
> 
> I'm pretty sure that __CurrentUser__ = User.id, not User.Name :(
> 
> So try either AdminCc.Id = '__CurrentUser__'.
> 
> Here I have search with Requestor.Id = '__CurrentUser__' which works.
> 
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial 
> support: [EMAIL PROTECTED]
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

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[rt-users] Searches.... and CurrentUser

[Ham MI-ID, Torsten Brumm]

Hi RT List,

I remember some weeks ago a bigger threat regarding searches with
CurrentUser inside.

Today i tried to create a global SavedSearch like this: AdminCc.Name =
'__CurrentUser__' AND  (  Status = 'new' OR Status = 'open' )

I copied this from My Tickets: Owner = '__CurrentUser__' AND  ( Status =
'new' OR Status = 'open' )

I also tried AdminCc.Name like '__CurrentUser__' both without success.

I'm using RT 3.6.5 (not the lastest patches and Updates installed).

Did i missed something during the last weeks???

Is there any solution for this???

Thanks

Torsten
Kuhne + Nagel (AG & Co.) KG, Geschaftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, 
Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Personlich 
haftende Gesellschaft: Kuhne & Nagel A.G., Sitz: Contern/Luxemburg 
Geschaftsfuhrender Verwaltungsrat: Klaus-Michael Kuhne



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AW: [rt-users] How to get CurrentUser from a scrip written to a CF?

[Ham MI-ID, Torsten Brumm]

Hi Ruslan,

Many thanks for your help. 

$self->Transaction->CreatorObj wont work for me, played around a little and got 
success with: $self->TransactionObj->CreatorObj->Name

But it was a good hint into the correct direction.

Thanks

Torsten

> Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
> Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
> Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, 
> Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich 
> haftende Gesellschaft: Kühne & Nagel A.G., Sitz: Contern/Luxemburg 
> Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne


-Ursprüngliche Nachricht-
> Von: [EMAIL PROTECTED] 
> [mailto:[EMAIL PROTECTED] Im Auftrag von Ruslan Zakirov
> Gesendet: Montag, 21. Januar 2008 20:16
> An: Ham MI-ID, Torsten Brumm
> Cc: [EMAIL PROTECTED]
> Betreff: Re: [rt-users] How to get CurrentUser from a scrip 
> written to a CF?
> 
> $self->Transaction->Creator - id
> $self->Transaction->CreatorObj - RT::User object
> 
> On Jan 21, 2008 10:06 PM, Ham MI-ID, Torsten Brumm 
> <[EMAIL PROTECTED]> wrote:
> > Hi RT Users,
> >
> > Another small problem. I'm trying to write down the CurrentUser 
> > Information acting on a ticket to a CF.
> >
> > I tried this code:
> >
> > my $queue = $ticket->QueueObj;
> > my $actualuser = $session{CurrentUser}->Name; 
> > $self->TicketObj->AddCustomFieldValue(Field => 
> 'Assigned_by_SA', Value 
> > => $acutaluser, RecordTransaction => 0); return 1;
> >
> > Whichs ends up with a strange error message: %sessions not found...
> >
> > I can't find any good solution at the wiki yet.
> >
> > Thanks
> >
> > Torsten
> > Kuhne + Nagel (AG & Co.) KG, Geschaftsleitung: Hans-Georg Brinkmann 
> > (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten 
> > Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn 
> > (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, 
> > USt-IdNr.: DE 812773878, Personlich haftende Gesellschaft: Kuhne & 
> > Nagel A.G., Sitz: Contern/Luxemburg Geschaftsfuhrender 
> Verwaltungsrat: 
> > Klaus-Michael Kuhne
> >
> >
> >
> > ___
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com Commercial support: 
> > [EMAIL PROTECTED]
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> 
> 
> 
> --
> Best regards, Ruslan.
> 

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[rt-users] How to get CurrentUser from a scrip written to a CF?

[Ham MI-ID, Torsten Brumm]

Hi RT Users,

Another small problem. I'm trying to write down the CurrentUser
Information acting on a ticket to a CF.

I tried this code:

my $queue = $ticket->QueueObj;
my $actualuser = $session{CurrentUser}->Name;
$self->TicketObj->AddCustomFieldValue(Field => 'Assigned_by_SA', Value
=> $acutaluser, RecordTransaction => 0);
return 1;

Whichs ends up with a strange error message: %sessions not found...

I can't find any good solution at the wiki yet.

Thanks

Torsten
Kuhne + Nagel (AG & Co.) KG, Geschaftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, 
Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Personlich 
haftende Gesellschaft: Kuhne & Nagel A.G., Sitz: Contern/Luxemburg 
Geschaftsfuhrender Verwaltungsrat: Klaus-Michael Kuhne



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AW: [rt-users] Simple Question: CustomField of Type SelectOneValue /How to get the Description from a Scrip/Template?

[Ham MI-ID, Torsten Brumm]

;-) OK, then i have to go the hard waybut hopefully jesse or one of the RT 
developers read this mails ;-)

Thanks

Torsten 

> Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
> Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
> Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, 
> Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich 
> haftende Gesellschaft: Kühne & Nagel A.G., Sitz: Contern/Luxemburg 
> Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne


-Ursprüngliche Nachricht-
> Von: Emmanuel Lacour [mailto:[EMAIL PROTECTED] 
> Gesendet: Montag, 21. Januar 2008 16:23
> An: Ham MI-ID, Torsten Brumm
> Cc: rt-users@lists.bestpractical.com
> Betreff: Re: [rt-users] Simple Question: CustomField of Type 
> SelectOneValue /How to get the Description from a Scrip/Template?
> 
> On Mon, Jan 21, 2008 at 03:40:08PM +0100, Ham MI-ID, Torsten 
> Brumm wrote:
> > Shame on me... :-(
> > 
> > Tryed it out with this (re read your Mail ;-) !)
> > 
> > To: {$Ticket->CustomFieldValues('Occured in 
> > Module')->First->Description;}
> > Subject: {$Ticket->Subject}
> > 
> > A new ticket has been created in queue HAM.WEBDEV.KNLOGIN.SUPPORT.
> > 
> > {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
> > 
> > -
> > 
> > {$Transaction->Content()}
> > 
> > And i get this error now :-(
> > 
> > Jan 21 14:38:14 bruchtal-www3 RT: Template parsing error: 
> > RT::ObjectCustomFieldValue::Description Unimplemented
> > 
> 
> Argh, it seems that we don't have access to description in 
> this kind of object (RT::ObjectCustomFieldValue) :(
> 
> No more idea :-/
> 
> --
> Emmanuel Lacour
> 

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AW: [rt-users] Simple Question: CustomField of Type SelectOneValue /How to get the Description from a Scrip/Template?

[Ham MI-ID, Torsten Brumm]

Shame on me... :-(

Tryed it out with this (re read your Mail ;-) !)

To: {$Ticket->CustomFieldValues('Occured in Module')->First->Description;}
Subject: {$Ticket->Subject}

A new ticket has been created in queue HAM.WEBDEV.KNLOGIN.SUPPORT.

{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

-

{$Transaction->Content()} 

And i get this error now :-(

Jan 21 14:38:14 bruchtal-www3 RT: Template parsing error: 
RT::ObjectCustomFieldValue::Description Unimplemented in T. (template line 1)   
Stack:   [/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm:496]   
[template:1]   [/opt/rt3/lib/RT/Template_Overlay.pm:392]   
[/opt/rt3/lib/RT/Template_Overlay.pm:313]   
[/opt/rt3/lib/RT/Action/SendEmail.pm:120]   
[/opt/rt3/lib/RT/ScripAction_Overlay.pm:234]   
[/opt/rt3/local/lib/RT/Scrip_Overlay.pm:493]   
[/opt/rt3/lib/RT/Scrips_Overlay.pm:239]   
[/opt/rt3/lib/RT/Transaction_Overlay.pm:173]   [/opt/rt3/lib/RT/Record.pm:1461] 
  [/opt/rt3/lib/RT/Ticket_Overlay.pm:746]   
[/opt/rt3/lib/RT/Interface/Web.pm:461]   
[/opt/rt3/local/html/Ticket/Display.html:71]   
[/opt/rt3/local/html/Ticket/Create.html:353]   
[/opt/rt3/share/html/autohandler:291] (/opt/rt3/lib/RT/Template_Overlay.pm:388) 

Argh...sometimes

Torsten

> Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
> Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
> Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, 
> Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich 
> haftende Gesellschaft: Kühne & Nagel A.G., Sitz: Contern/Luxemburg 
> Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne


-Ursprüngliche Nachricht-
> Von: Emmanuel Lacour [mailto:[EMAIL PROTECTED] 
> Gesendet: Montag, 21. Januar 2008 15:31
> An: Ham MI-ID, Torsten Brumm
> Cc: rt-users@lists.bestpractical.com
> Betreff: Re: [rt-users] Simple Question: CustomField of Type 
> SelectOneValue /How to get the Description from a Scrip/Template?
> 
> On Mon, Jan 21, 2008 at 02:56:27PM +0100, Ham MI-ID, Torsten 
> Brumm wrote:
> > Hi Emmanuel,
> > The error message is getting better ;-)
> > 
> > Jan 21 13:53:30 bruchtal-www3 RT: Template parsing error: 
> Can't locate object method "First" via package "Shipment" 
> (perhaps you forgot to load "Shipment"?) at template line 1.  
> Stack:   [template:1]
> > 
> > This is the correct Template, without any replacements:
> > 
> > To: {$Ticket->FirstCustomFieldValue('Occured in 
> > Module')->First->Description;}
> 
> You didn't write exactly what I said ;) 
> "$Ticket->CustomFieldValues", not "$Ticket->FirstCustomFieldValue".
> 
> See the function FirstCustomFieldValue in lib/RT/Record.pm to 
> understand it.
> 
> 
> --
> Emmanuel Lacour  Easter-eggs
> 44-46 rue de l'Ouest  -  75014 Paris   -   France -  Métro Gaité
> Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 41 35 00 76
> mailto:[EMAIL PROTECTED]   -http://www.easter-eggs.com
> 

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AW: [rt-users] Simple Question: CustomField of Type SelectOneValue /How to get the Description from a Scrip/Template?

[Ham MI-ID, Torsten Brumm]

Hi Emmanuel,
The error message is getting better ;-)

Jan 21 13:53:30 bruchtal-www3 RT: Template parsing error: Can't locate object 
method "First" via package "Shipment" (perhaps you forgot to load "Shipment"?) 
at template line 1.  Stack:   [template:1]

This is the correct Template, without any replacements:

To: {$Ticket->FirstCustomFieldValue('Occured in Module')->First->Description;}
Subject: {$Ticket->Subject}

A new ticket has been created in queue HAM.WEBDEV.KNLOGIN.SUPPORT.

{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

-

{$Transaction->Content()} 

Created is the Ticket with the CF: Occured in Module set to Shipment.

Torsten

> Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
> Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
> Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, 
> Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich 
> haftende Gesellschaft: Kühne & Nagel A.G., Sitz: Contern/Luxemburg 
> Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne


-Ursprüngliche Nachricht-
> Von: [EMAIL PROTECTED] 
> [mailto:[EMAIL PROTECTED] Im Auftrag 
> von Emmanuel Lacour
> Gesendet: Montag, 21. Januar 2008 14:47
> An: rt-users@lists.bestpractical.com
> Betreff: Re: [rt-users] Simple Question: CustomField of Type 
> SelectOneValue /How to get the Description from a Scrip/Template?
> 
> On Mon, Jan 21, 2008 at 02:38:01PM +0100, Ham MI-ID, Torsten 
> Brumm wrote:
> > Hi RT Users,
> > Just a simple questions (hopefully). Inside a scrip i can 
> get the CF 
> > Value with: $Ticket->FirstCustomFieldValue('CFNAME'). If i 
> need to the 
> > the corresponding Description to this value, can i get this with:
> > $Ticket->FirstCustomFieldValue('CFNAME')->Description ?!?
> > 
> 
> Should be:
> 
> $Ticket->CustomFieldValues('CFNAME')->First->Description
> 
> I think ...
> 
> --
> Emmanuel Lacour  Easter-eggs
> 44-46 rue de l'Ouest  -  75014 Paris   -   France -  Métro Gaité
> Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 41 35 00 76
> mailto:[EMAIL PROTECTED]   -http://www.easter-eggs.com
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial 
> support: [EMAIL PROTECTED]
> 
> 
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> Buy a copy at http://rtbook.bestpractical.com
> 

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[rt-users] Simple Question: CustomField of Type SelectOneValue / How to get the Description from a Scrip/Template?

[Ham MI-ID, Torsten Brumm]

Hi RT Users,
Just a simple questions (hopefully). Inside a scrip i can get the CF
Value with: $Ticket->FirstCustomFieldValue('CFNAME'). If i need to the
the corresponding Description to this value, can i get this with:
$Ticket->FirstCustomFieldValue('CFNAME')->Description ?!?

Small Background to this. I need to create a small workflow for our
Development Department. A Business Unit creates a ticket and needs to
set some CF's. Dependeing on a Custom Field called "Module" a
responsible System Analyst will be informed. 

My Idea is a small Scrip like this:

Condition: OnCreate
Action: SendEmail (from BPS WIKI)
Template: LocalCorrespond
To: {$Ticket->FirstCustomFieldValue('CFNAME')->Description;}
Subject: {$Ticket->Subject}

A new ticket has been created in queue .

{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
-
{$Transaction->Content()}


Inside this local Correspond Template i would like to use this
$Ticket->FirstCustomFieldValue('CFNAME')->Description to get the correct
SystemAnalyst.

The Idea behind is a Mapping of Module -> System Analyst. This has also
the big advantage, that i can grant AdminCustomField to the Department
and they can administrate all the mappings by themself...

CF: Module
Values:

1: Module A Description: [EMAIL PROTECTED]
2: Module B Description: [EMAIL PROTECTED]
3: Module C Description: [EMAIL PROTECTED]
4: Module D Description: [EMAIL PROTECTED]

OK, now the Problem, the Idea above is not working:

Jan 21 13:36:56 bruchtal-www3 RT: Template parsing error: Can't call
method "Description" on an undefined value at template line 1.  Stack:
[template:1]   [/opt/rt3/lib/RT/Template_Overlay.pm:392]
[/opt/rt3/lib/RT/Template_Overlay.pm:313]
[/opt/rt3/lib/RT/Action/SendEmail.pm:120]
[/opt/rt3/lib/RT/ScripAction_Overlay.pm:234]
[/opt/rt3/local/lib/RT/Scrip_Overlay.pm:493]
[/opt/rt3/lib/RT/Scrips_Overlay.pm:239]
[/opt/rt3/lib/RT/Transaction_Overlay.pm:173]
[/opt/rt3/lib/RT/Record.pm:1461]
[/opt/rt3/lib/RT/Ticket_Overlay.pm:746]
[/opt/rt3/lib/RT/Interface/Web.pm:461]
[/opt/rt3/local/html/Ticket/Display.html:71]
[/opt/rt3/local/html/Ticket/Create.html:353]
[/opt/rt3/share/html/autohandler:291]
(/opt/rt3/lib/RT/Template_Overlay.pm:388)

Any Ideas

Thanks

Torsten
Kuhne + Nagel (AG & Co.) KG, Geschaftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, 
Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Personlich 
haftende Gesellschaft: Kuhne & Nagel A.G., Sitz: Contern/Luxemburg 
Geschaftsfuhrender Verwaltungsrat: Klaus-Michael Kuhne



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AW: [rt-users] RT 3.6.5 / Problems with MyDay.html

[Ham MI-ID, Torsten Brumm]

Does really nobody work with myday.html? Nobody figured out that this is NOT 
UPDATING anything

Torsten 

> Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
> Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark 
> Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, 
> Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich 
> haftende Gesellschaft: Kühne & Nagel A.G., Sitz: Contern/Luxemburg 
> Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne


-Ursprüngliche Nachricht-
> Von: [EMAIL PROTECTED] 
> [mailto:[EMAIL PROTECTED] Im Auftrag 
> von Ham MI-ID, Torsten Brumm
> Gesendet: Donnerstag, 27. Dezember 2007 16:06
> An: Jesse Vincent
> Cc: rt Users
> Betreff: [rt-users] RT 3.6.5 / Problems with MyDay.html
> 
> Hi RT Users, Jesse,
> 
> Today i started to use /Tools/MyDay.html and realized this is 
> not working. I get all my Tickets displayed, i can change 
> status etc but after submit nothing happens?!?
> 
> I searched the logs and i found nothing.
> 
> So my questions, is this still buggy or forgotten or do i 
> something wrong?
> 
> Thanks
> 
> Torsten
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[rt-users] RT 3.6.5 / Problems with MyDay.html

[Ham MI-ID, Torsten Brumm]

Hi RT Users, Jesse,

Today i started to use /Tools/MyDay.html and realized this is not
working. I get all my Tickets displayed, i can change status etc but
after submit nothing happens?!?

I searched the logs and i found nothing.

So my questions, is this still buggy or forgotten or do i something
wrong?

Thanks

Torsten
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AW: [rt-users] Cli add User problem

[Ham MI-ID, Torsten Brumm]

Hi alex,
Had the same problem in the past, no reply till now, from my point of view, 
this is not implemented.

Torsten

-Original Message-
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
To: rt-users@lists.bestpractical.com 
Sent: Thu Dec 13 07:33:01 2007
Subject: [rt-users] Cli add User problem

Hi,
I'm using CLI interfare of RT to add user and I use this ccommand to 
create a new one :

"rt create -t user set username=test9 [EMAIL PROTECTED] 
password=qwerty"

and it works but when I go in web interface loggin with admin and I go 
in Configuration - User - Choose user  I do not see the user created 
with this command.

It seems the same problem (user created not appears in the list) in Web 
interface when use Configuration - User - New user and create a user and 
not check the "Let this user access RT" and "Let this user be granted 
rights" in Access Control.

How is possible from CLI adding this check to the user created ?

Thanks a lot for all
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AW: Re: [rt-users] clean up user table

[Ham MI-ID, Torsten Brumm]

Hi,
Make sure to delete the users in a safe way with rtx-shredder and not directly 
from the db. Btw, about how many users we talk? We have NO performance problems 
with 30.000 active and a half a million inactive users

Torsten

-Original Message-
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
To: rt-users@lists.bestpractical.com 
Sent: Mon Nov 26 23:43:26 2007
Subject: Re: [rt-users] clean up user table

Todd Chapman wrote:
> Are you having preformance problems related to the users? If not why
> clean it up? Do you like to play with fire?
>   

Yes, I am.  RT3 makes multiple queries per ticket displayed that join 
the very large principals and cachedgroupmembers tables.  It causes 
tickets to display somewhat slowly.  There's a small but notable delay 
with RT3 3.6.5 and Pg 8.1.  The delay was intolerably long with some 
earlier minor revision of 3.6 and MySQL 5.0.

I'm tired of running into these problems when I update some component of 
the system, and would like to prune out the tens of thousands of "user" 
records created by spam through the mail gateway.  I'd be grateful for 
any help that the list can offer.
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[rt-users] Memory leak in RT Crontool?

[Ham MI-ID, Torsten Brumm]

Hi RT Users,

Since yesterday i have a very strange behavior on my RT. I have a cron
script starting rt-crontool every 5 minutes.

/opt/rt3ast/bin/rt-crontool 
--search RT::Search::FromSQL 
--search-arg "Status='stalled' AND Queue='GAI_BreakBulk' AND (
'CF.{CIEL-STATUS}' = '1300' OR 'CF.{CIEL-STATUS}' = '1400' )" 
--action RT::Action::AutoNew 
--action-arg new

Inside this Queue are round about 130 tickets. 

After few hours the system slows down until it crashes with this error
inside the messages:

Nov  9 11:24:19 lxfrabort01 kernel: printk: 2731 messages suppressed.
Nov  9 11:24:19 lxfrabort01 kernel: rt-crontool invoked oom-killer:
gfp_mask=0x201d2, order=0, oomkilladj=0
Nov  9 11:24:19 lxfrabort01 kernel:  []
out_of_memory+0x3b/0x179
Nov  9 11:24:19 lxfrabort01 kernel:  []
__alloc_pages+0x1fe/0x27e
Nov  9 11:24:19 lxfrabort01 kernel:  []
__do_page_cache_readahead+0xc4/0x1c6
Nov  9 11:24:19 lxfrabort01 kernel:  [] sync_page+0x0/0x3b
Nov  9 11:24:19 lxfrabort01 kernel:  []
__delayacct_blkio_end+0x32/0x35
Nov  9 11:24:19 lxfrabort01 kernel:  []
__wait_on_bit_lock+0x4b/0x52
Nov  9 11:24:19 lxfrabort01 kernel:  []
dm_any_congested+0x2f/0x35 [dm_mod]
Nov  9 11:24:19 lxfrabort01 kernel:  []
filemap_nopage+0x151/0x315
Nov  9 11:24:19 lxfrabort01 kernel:  []
__handle_mm_fault+0x172/0x87b
Nov  9 11:24:19 lxfrabort01 kernel:  [] schedule+0x90d/0x9ba
Nov  9 11:24:19 lxfrabort01 kernel:  []
do_sigaction+0x117/0x156
Nov  9 11:25:25 lxfrabort01 kernel:  []
do_page_fault+0x20a/0x4b8
Nov  9 11:25:25 lxfrabort01 kernel:  []
do_page_fault+0x0/0x4b8
Nov  9 11:25:25 lxfrabort01 kernel:  [] error_code+0x39/0x40
Nov  9 11:25:25 lxfrabort01 kernel:  ===
Nov  9 11:25:25 lxfrabort01 kernel: Mem-info:
Nov  9 11:25:25 lxfrabort01 kernel: DMA per-cpu:
Nov  9 11:25:25 lxfrabort01 kernel: cpu 0 hot: high 0, batch 1 used:0
Nov  9 11:25:25 lxfrabort01 kernel: cpu 0 cold: high 0, batch 1 used:0
Nov  9 11:25:25 lxfrabort01 kernel: DMA32 per-cpu: empty
Nov  9 11:25:25 lxfrabort01 kernel: Normal per-cpu:
Nov  9 11:25:25 lxfrabort01 kernel: cpu 0 hot: high 186, batch 31
used:27
Nov  9 11:25:25 lxfrabort01 kernel: cpu 0 cold: high 62, batch 15
used:44
Nov  9 11:25:25 lxfrabort01 kernel: HighMem per-cpu:
Nov  9 11:25:25 lxfrabort01 kernel: cpu 0 hot: high 186, batch 31
used:14
Nov  9 11:25:25 lxfrabort01 kernel: cpu 0 cold: high 62, batch 15
used:11
Nov  9 11:25:25 lxfrabort01 kernel: Free pages:  111660kB (1596kB
HighMem)
Nov  9 11:25:25 lxfrabort01 kernel: Active:470936 inactive:469165
dirty:0 writeback:0 unstable:0 free:27915 slab:1793 mapped:91
pagetables:2289
Nov  9 11:25:25 lxfrabort01 kernel: DMA free:12340kB min:68kB low:84kB
high:100kB active:0kB inactive:0kB present:16384kB pages_scanned:0
all_unreclaimable? yes
Nov  9 11:25:25 lxfrabort01 kernel: lowmem_reserve[]: 0 0 880 3824
Nov  9 11:25:25 lxfrabort01 kernel: DMA32 free:0kB min:0kB low:0kB
high:0kB active:0kB inactive:0kB present:0kB pages_scanned:0
all_unreclaimable? no
Nov  9 11:25:25 lxfrabort01 kernel: lowmem_reserve[]: 0 0 880 3824
Nov  9 11:25:25 lxfrabort01 kernel: Normal free:97724kB min:3756kB
low:4692kB high:5632kB active:382784kB inactive:377384kB
present:901120kB pages_scanned:1268501 all_unreclaimable? yes
Nov  9 11:25:25 lxfrabort01 kernel: lowmem_reserve[]: 0 0 0 23552
Nov  9 11:25:25 lxfrabort01 kernel: HighMem free:1596kB min:512kB
low:3656kB high:6800kB active:1500960kB inactive:1499276kB
present:3014656kB pages_scanned:4695953 all_unreclaimable? yes
Nov  9 11:25:25 lxfrabort01 kernel: lowmem_reserve[]: 0 0 0 0
Nov  9 11:25:25 lxfrabort01 kernel: DMA: 3*4kB 5*8kB 4*16kB 2*32kB
4*64kB 3*128kB 1*256kB 0*512kB 1*1024kB 1*2048kB 2*4096kB = 12340kB
Nov  9 11:25:25 lxfrabort01 kernel: DMA32: empty
Nov  9 11:25:25 lxfrabort01 kernel: Normal: 1*4kB 1*8kB 1*16kB 1*32kB
0*64kB 1*128kB 1*256kB 0*512kB 1*1024kB 1*2048kB 23*4096kB = 97724kB
Nov  9 11:25:25 lxfrabort01 kernel: HighMem: 271*4kB 16*8kB 0*16kB
0*32kB 0*64kB 1*128kB 1*256kB 0*512kB 0*1024kB 0*2048kB 0*4096kB =
1596kB
Nov  9 11:25:25 lxfrabort01 kernel: Swap cache: add 3707117, delete
3707077, find 546011/727786, race 0+20
Nov  9 11:25:25 lxfrabort01 kernel: Free swap  = 0kB
Nov  9 11:25:25 lxfrabort01 kernel: Total swap = 2031608kB
Nov  9 11:25:25 lxfrabort01 kernel: Free swap:0kB
Nov  9 11:25:25 lxfrabort01 kernel: 983040 pages of RAM
Nov  9 11:25:25 lxfrabort01 kernel: 753664 pages of HIGHMEM
Nov  9 11:25:25 lxfrabort01 kernel: 9002 reserved pages
Nov  9 11:25:25 lxfrabort01 kernel: 1520 pages shared
Nov  9 11:25:25 lxfrabort01 kernel: 40 pages swap cached
Nov  9 11:25:25 lxfrabort01 kernel: 0 pages dirty
Nov  9 11:25:25 lxfrabort01 kernel: 0 pages writeback
Nov  9 11:25:25 lxfrabort01 kernel: 91 pages mapped
Nov  9 11:25:25 lxfrabort01 kernel: 1793 pages slab
Nov  9 11:25:25 lxfrabort01 kernel: 2289 pages pagetables

What i googled so far is, that the oom_killer is a process that checks
for process that causes massive ram usage and tries to kill them -
without success.

T

AW: [rt-users] Customizing Appearance of RT :(

[Ham MI-ID, Torsten Brumm]

Go to your rt3 installation dir, there you find a folver var/mason_data/obj/ 
and remove everythin below this folder 

> -Ursprüngliche Nachricht-
> Von: [EMAIL PROTECTED] 
> [mailto:[EMAIL PROTECTED] Im Auftrag 
> von Matt Westfall
> Gesendet: Donnerstag, 25. Oktober 2007 15:43
> Cc: rt-users@lists.bestpractical.com
> Betreff: Re: [rt-users] Customizing Appearance of RT :(
> 
> -BEGIN PGP SIGNED MESSAGE-
> Hash: SHA1
> 
> I'm using 3.5-default.
> 
> I have restarted the webserver.
> 
> Do I also have to clear the Mason cache as well?  I'm not 
> entirely sure how to do this :(
> 
> I've put background-color: grey;
> 
> In the body tags of every single set I can find body on.  But 
> to no avail :(
> 
> Does anybody know of any places to get other prebuilt themes?
> 
> Perhaps if I had a few more examples to work from, I could 
> figure it out more easily.
> 
> Thanks,
> Matt
> 
> Patterson, Craig wrote:
> > Matt,
> > 
> > Did you by chance set your RT_SiteConfig to use 3.4-compat ie, 
> > Set($WebDefaultStylesheet, '3.4-compat');
> > 
> > If not, I've only needed to restart httpd when I've edited the css 
> > file to see the changes.
> > 
> > Craig
> >  
> > 
> > -Original Message-
> > From: [EMAIL PROTECTED]
> > [mailto:[EMAIL PROTECTED] On Behalf Of Matt 
> > Westfall
> > Sent: Tuesday, October 23, 2007 11:38 PM
> > To: rt-users@lists.bestpractical.com
> > Subject: [rt-users] Customizing Appearance of RT :(
> > 
> > I have edited the heck out of the files in
> > 
> > /opt/rt3/share/html/NoAuth/css/3.5-default
> > 
> > But can't get the css style changes to take.
> > 
> > Any advice?
> > 
> > Thanks,
> > Matt
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> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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> SIGNATURE-
> Version: GnuPG v1.4.7 (MingW32)
> 
> iD8DBQFHIJ19b/8X6V5MpAURAsRbAJ43blmevYO79G9KjGEoxFCkPXH+wQCgm/bt
> 0x69RtlKu2tLRCZNIC0qxtE=
> =d5O/
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[rt-users] RT 3.6.5 Changes at Approval mechanism?

[Ham MI-ID, Torsten Brumm]

Hi RT Users, Bestpractical,

After successfuly migration to RT 3.6.5 (from 3.6.3) we figured out,
that the Approval function (create a approval) must be changed.

Until our migration we created approval tickets in this way (from wiki)

OnCreate -> CreateTicket -> Template: Approval

Approval Template:

===Create-Ticket: SYSTEM
Subject: Approval for ticket: {$Tickets{"TOP"}->Id} -
{$Tickets{"TOP"}->Subject}
Depended-On-By: TOP
Refers-To: {$Tickets{'TOP'}->Id()}
Queue: APPROVAL-KN.DE.CR.GENERAL 
Type: approval
Requestor: {$Tickets{'TOP'}->RequestorAddresses()}
AdminCC: {
   my $group_name  = 'APPROVAL-KN.DE.CR.GENERAL';
   my $groups  = RT::Groups->new( $RT::SystemUser );

   $groups->LimitToUserDefinedGroups();
   $groups->Limit(
 'FIELD'=> 'Name',
 'OPERATOR' => '=',
 'VALUE'=> $group_name );
   $groups->First->Id;
}
Content-Type: text/plain
Content: Your approval is requested for the ticket
{$Tickets{"TOP"}->Id}: {$Tickets{"TOP"}->Subject}

{$Transaction->Content('TOP')}
ENDOFCONTENT

--

This worked well until we migrated.

Now we get the following error (from rt3.log):

Subject: Approval for system change: {$Tickets{"TOP"}->Id} -
{$Tickets{"TOP"}->Subject}
Depended-On-By: TOP
Refers-To: {$Tickets{'TOP'}->Id()}
Queue: APPROVAL-KN.DE.CR.SYSTEM
Type: approval
Requestor: {$Tickets{'TOP'}->RequestorAddresses()}
AdminCC: {
   my $group_name  = 'APPROVAL-KN.DE.CR.SYSTEM';
   my $groups  = RT::Groups->new( $RT::SystemUser );

   $groups->LimitToUserDefinedGroups();
   $groups->Limit(
 'FIELD'=> 'Name',
 'OPERATOR' => '=',
 'VALUE'=> $group_name );
   $groups->First->Id;
}
Content-Type: text/plain
Content: Your approval is requested for the ticket
{$Tickets{"TOP"}->Id}: {$Tickets{"TOP"}->Subject}

{$Transaction->Content('TOP')}
ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:881)
[Tue Oct 23 15:32:57 2007] [debug]: Workflow: yielding
Subject: Approval for system change: 833392 - TEST
Depended-On-By: TOP
Refers-To: 833392
Queue: APPROVAL-KN.DE.CR.SYSTEM
Type: approval
Requestor: [EMAIL PROTECTED]
AdminCC: 3342710
Content-Type: text/plain
Content: Your approval is requested for the ticket 833392: TEST

Can't call method "Content" on an undefined value at template line 21.

Stack:
  [template:21]
  [/opt/rt3/lib/RT/Action/CreateTickets.pm:895]
  [/opt/rt3/lib/RT/Action/CreateTickets.pm:594]
  [/opt/rt3/lib/RT/Action/CreateTickets.pm:531]
  [/opt/rt3/lib/RT/ScripAction_Overlay.pm:242]
  [/opt/rt3/local/lib/RT/Scrip_Overlay.pm:522]
  [/opt/rt3/lib/RT/Scrips_Overlay.pm:195]
  [/opt/rt3/lib/RT/Transaction_Overlay.pm:181]
  [/opt/rt3/lib/RT/Record.pm:1461]
  [/opt/rt3/lib/RT/Ticket_Overlay.pm:746]
  [/opt/rt3/lib/RT/Interface/Web.pm:461]
  [/opt/rt3/local/html/Ticket/Display.html:71]
  [/opt/rt3/local/html/Ticket/Create.html:353]
  [/opt/rt3/share/html/autohandler:291]

ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:897)
[Tue Oct 23 15:32:57 2007] [error]: Ticket creation failed: Can't call
method "Content" on an undefined value at template line 21.

Stack:
  [template:21]
  [/opt/rt3/lib/RT/Action/CreateTickets.pm:895]
  [/opt/rt3/lib/RT/Action/CreateTickets.pm:594]
  [/opt/rt3/lib/RT/Action/CreateTickets.pm:531]
  [/opt/rt3/lib/RT/ScripAction_Overlay.pm:242]
  [/opt/rt3/local/lib/RT/Scrip_Overlay.pm:522]
  [/opt/rt3/lib/RT/Scrips_Overlay.pm:195]
  [/opt/rt3/lib/RT/Transaction_Overlay.pm:181]
  [/opt/rt3/lib/RT/Record.pm:1461]
  [/opt/rt3/lib/RT/Ticket_Overlay.pm:746]
  [/opt/rt3/lib/RT/Interface/Web.pm:461]
  [/opt/rt3/local/html/Ticket/Display.html:71]
  [/opt/rt3/local/html/Ticket/Create.html:353]
  [/opt/rt3/share/html/autohandler:291]
(/opt/rt3/lib/RT/Action/CreateTickets.pm:900)

--end

Is this a know error? Or are there some changes? This is a real NO GO
Situation to switch back.

Torsten
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AW: Re: AW: Re: AW: Re: [rt-users] RT bottlenecks

[Ham MI-ID, Torsten Brumm]

Ok,

The sql perf is fine, but the www perf, what do you monitor exactly? The apache 
stats? This will bring you back only the apache information, not how rt is 
working.

We do at this moment a login and ticket opening with wget and graph this in 
cacti, but this is not the correct result we get, because we have the time for 
login and open the ticket, a summary of two "user actions"

I'm searchin for a way to monitor this without the login process.

Torsten

-Original Message-
From: Kobus Bensch NF <[EMAIL PROTECTED]>
To: Ham MI-ID, Torsten Brumm
CC: [EMAIL PROTECTED] <[EMAIL PROTECTED]>; [EMAIL PROTECTED] <[EMAIL 
PROTECTED]>; rt-users@lists.bestpractical.com 
Sent: Fri Sep 28 21:33:46 2007
Subject: Re: AW: Re: AW: Re: [rt-users] RT bottlenecks

Well it depends on what you want to monitor

we monitor the sql perf
www perf
graph this and so on

let me know specifics and i can try and help

Ham MI-ID, Torsten Brumm wrote: 

Yes we too, how do you do this exactly?

Torsten

-Original Message-
From: Kobus Bensch NF <[EMAIL PROTECTED]> <mailto:[EMAIL PROTECTED]> 
To: Ham MI-ID, Torsten Brumm
CC: [EMAIL PROTECTED] <[EMAIL PROTECTED]> <mailto:[EMAIL PROTECTED]> ; 
[EMAIL PROTECTED] <[EMAIL PROTECTED]> <mailto:[EMAIL PROTECTED]> ; 
rt-users@lists.bestpractical.com  
<mailto:rt-users@lists.bestpractical.com> 
Sent: Fri Sep 28 21:29:06 2007
Subject: Re: AW: Re: [rt-users] RT bottlenecks

Hi

        I use Nagios and Cacti to monitor RT and the box

Ham MI-ID, Torsten Brumm wrote:

Hi matthew,
Me too, if you have something, pls share.
   
Does anyone have something to cleanly monitor the rt 
performance? Response times etc? We are using a scrip at this moment which does 
a wget and this pain in the ass.
   
Any idea is welcome
   
Torsten
   
-Original Message-
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]> <mailto:[EMAIL 
PROTECTED]>  <mailto:[EMAIL PROTECTED]>
To: Mathew <[EMAIL PROTECTED]> <mailto:[EMAIL PROTECTED]>  
<mailto:[EMAIL PROTECTED]>
CC: rt-users@lists.bestpractical.com 
 <mailto:rt-users@lists.bestpractical.com>  
<mailto:rt-users@lists.bestpractical.com>
Sent: Fri Sep 28 17:51:30 2007
Subject: Re: [rt-users] RT bottlenecks
   
Matthew;
If you have any benchmarking techniques , can you share them 
please I'll
be interested in how to monitor RT activities.
Regards;
Roy
   
Mathew wrote:
> Version 3.6.1 actually.  I'll give it a try though and see 
what happens.
>  I know there is a benchmarking method that was explained in 
the RT
> training I attended so I'll look in my documentation and see 
what I find
> for that.
>
> Keep up with my goings on at http://theillien.blogspot.com
>
> Roy El-Hames wrote:
> 
>> Matthew;
>> What version of RT are you using?
>> With > 3.6.1, I noticed slowness with transaction custom 
fields queries,
>> if you do not use them try and comment out the following 
lines from
>> html/Ticket/Elements/ShowTransaction
>>
>> %# if ($Transaction->CustomFieldValues->Count) {
>> %#  <& /Elements/ShowCustomFields, Object => 
$Transaction &>
>> %#}
>>
>> You may find tickets display quicker --but again do this if 
you do not
>> use Transaction CF's--
>>
>> Regards;
>> Roy
>>
>> Mathew wrote:
>>   
>>> I've been informed that some are beginning to complain 
about the speed
>>> of RT when it comes to loading tickets that contain 
attachments.  This
>>> has led to the question of distributed computing in the way 
of load
>>> balancing.  I'd like to avoid moving in this direction with 
RT as we
>>> don't have the need for it.  Our user base is small as is 
our ticket
>>> count.
>&g

AW: Re: AW: Re: [rt-users] RT bottlenecks

[Ham MI-ID, Torsten Brumm]

Yes we too, how do you do this exactly?

Torsten

-Original Message-
From: Kobus Bensch NF <[EMAIL PROTECTED]>
To: Ham MI-ID, Torsten Brumm
CC: [EMAIL PROTECTED] <[EMAIL PROTECTED]>; [EMAIL PROTECTED] <[EMAIL 
PROTECTED]>; rt-users@lists.bestpractical.com 
Sent: Fri Sep 28 21:29:06 2007
Subject: Re: AW: Re: [rt-users] RT bottlenecks

Hi

I use Nagios and Cacti to monitor RT and the box

Ham MI-ID, Torsten Brumm wrote: 

Hi matthew,
Me too, if you have something, pls share.

Does anyone have something to cleanly monitor the rt performance? 
Response times etc? We are using a scrip at this moment which does a wget and 
this pain in the ass.

Any idea is welcome

Torsten

-Original Message-
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]> <mailto:[EMAIL PROTECTED]> 
To: Mathew <[EMAIL PROTECTED]> <mailto:[EMAIL PROTECTED]> 
CC: rt-users@lists.bestpractical.com  
<mailto:rt-users@lists.bestpractical.com> 
Sent: Fri Sep 28 17:51:30 2007
Subject: Re: [rt-users] RT bottlenecks

Matthew;
If you have any benchmarking techniques , can you share them please I'll
be interested in how to monitor RT activities.
Regards;
Roy

Mathew wrote:
> Version 3.6.1 actually.  I'll give it a try though and see what 
happens.
>  I know there is a benchmarking method that was explained in the RT
> training I attended so I'll look in my documentation and see what I 
find
> for that.
>
> Keep up with my goings on at http://theillien.blogspot.com
>
> Roy El-Hames wrote:
>  
>> Matthew;
>> What version of RT are you using?
>> With > 3.6.1, I noticed slowness with transaction custom fields 
queries,
>> if you do not use them try and comment out the following lines from
>> html/Ticket/Elements/ShowTransaction
>>
>> %# if ($Transaction->CustomFieldValues->Count) {
>> %#  <& /Elements/ShowCustomFields, Object => $Transaction &>
>> %#}
>>
>> You may find tickets display quicker --but again do this if you do 
not
>> use Transaction CF's--
>>
>> Regards;
>> Roy
>>
>> Mathew wrote:
>>
>>> I've been informed that some are beginning to complain about the 
speed
>>> of RT when it comes to loading tickets that contain attachments.  
This
>>> has led to the question of distributed computing in the way of load
>>> balancing.  I'd like to avoid moving in this direction with RT as we
>>> don't have the need for it.  Our user base is small as is our ticket
>>> count.
>>>
>>> It would seem that most of the bottleneck comes from actually 
loading
>>> the page.  I've found that tickets with numerous transactions (exact
>>> number not known) tend to be slow to load even without attachments.
>>>
>>> How should I go about pinpointing the bottleneck so I can find a
>>> solution that won't require a major tech refresh?
>>>
>>>
>>> Mathew
>>>  
>>>  
>>
>
>  

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AW: Re: [rt-users] RT bottlenecks

[Ham MI-ID, Torsten Brumm]

Hi matthew,
Me too, if you have something, pls share.

Does anyone have something to cleanly monitor the rt performance? Response 
times etc? We are using a scrip at this moment which does a wget and this pain 
in the ass.

Any idea is welcome

Torsten

-Original Message-
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
To: Mathew <[EMAIL PROTECTED]>
CC: rt-users@lists.bestpractical.com 
Sent: Fri Sep 28 17:51:30 2007
Subject: Re: [rt-users] RT bottlenecks

Matthew;
If you have any benchmarking techniques , can you share them please I'll 
be interested in how to monitor RT activities.
Regards;
Roy

Mathew wrote:
> Version 3.6.1 actually.  I'll give it a try though and see what happens.
>  I know there is a benchmarking method that was explained in the RT
> training I attended so I'll look in my documentation and see what I find
> for that.
>
> Keep up with my goings on at http://theillien.blogspot.com
>
> Roy El-Hames wrote:
>   
>> Matthew;
>> What version of RT are you using?
>> With > 3.6.1, I noticed slowness with transaction custom fields queries,
>> if you do not use them try and comment out the following lines from
>> html/Ticket/Elements/ShowTransaction
>>
>> %# if ($Transaction->CustomFieldValues->Count) {
>> %#  <& /Elements/ShowCustomFields, Object => $Transaction &>
>> %#}
>>
>> You may find tickets display quicker --but again do this if you do not
>> use Transaction CF's--
>>
>> Regards;
>> Roy
>>
>> Mathew wrote:
>> 
>>> I've been informed that some are beginning to complain about the speed
>>> of RT when it comes to loading tickets that contain attachments.  This
>>> has led to the question of distributed computing in the way of load
>>> balancing.  I'd like to avoid moving in this direction with RT as we
>>> don't have the need for it.  Our user base is small as is our ticket
>>> count.
>>>
>>> It would seem that most of the bottleneck comes from actually loading
>>> the page.  I've found that tickets with numerous transactions (exact
>>> number not known) tend to be slow to load even without attachments.
>>>
>>> How should I go about pinpointing the bottleneck so I can find a
>>> solution that won't require a major tech refresh?
>>>
>>>
>>> Mathew
>>>   
>>>   
>> 
>
>   

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[rt-users] RTx-Merge Users

[Ham MI-ID, Torsten Brumm]

Hi Lists,

 

today i’m „playing“ more in detail with the RTx-MergeUsers. Now I’m at a point 
that I see, that after a merge, the users have strange rights settings.

 

Let me explain.

 

I have a “normal” user lets say: [EMAIL PROTECTED] who is working inside RT. 
This user has a second  Mail Account lets say: [EMAIL PROTECTED] (a blackberry 
account) now I thought I merge the second one (@bb.company.com) into the first 
one and done. But if the user logs in into rt (account [EMAIL PROTECTED]) he is 
not able to see the tickets created from the @bb.company.com account.

 

Do I something wrong or is this just a bug? Another point:

 

If [EMAIL PROTECTED] is creating a ticket and later he respond as [EMAIL 
PROTECTED] RT is NOT acting like expacted, I thought RT knows that [EMAIL 
PROTECTED] and [EMAIL PROTECTED] are the same but this is not working… :-(

 

Any ideas? Workarounds? Any help is welcome.

 

-- 

Mit freundlichen Grüßen / With kind regards / Med vänliga hälsningar / 
Saygilarimla / Avec mes meilleures salutations / I miei piu cordiali saluti / 
con un cordial saludo / Vriendelijke Groeten / 亲切的问候 / С уважением

 
: Torsten Brumm
:
: Kuehne + Nagel
: HAM - MI-ID

:
: Bauerbergweg 23-25
: 22111 Hamburg
:
: +49 (40) 30333 3199
: +49 (40) 30333 44 3199
:
: [EMAIL PROTECTED]  
: www.kn-portal.com  
: icq: 78258840



 

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Dr. Björn 
Johansson (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt 
(Stellv.), Tim Scharwath, Jens 
Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende 
Gesellschaft: Kühne & Nagel A.G., Sitz: Contern/LuxemburgGeschäftsführender 
Verwaltungsrat: Klaus-Michael 
Kühne 

 

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AW: RE: RE: [rt-users] issues starting RT

[Ham MI-ID, Torsten Brumm]

And files? Btw, if you restart, whats the first entry at the log?

Torsten

-Original Message-
From: Tamer Tayea <[EMAIL PROTECTED]>
To: Ham MI-ID, Torsten Brumm; rt-users@lists.bestpractical.com 

Sent: Wed Sep 12 22:40:50 2007
Subject: RE: RE: [rt-users] issues starting RT

I looked at /usr/lib/perl5 , all folders/subfolders are owned by root. 
Permission 755 

 

From: Ham MI-ID, Torsten Brumm [mailto:[EMAIL PROTECTED] 
Sent: Wednesday, September 12, 2007 4:31 PM
To: Tamer Tayea; rt-users@lists.bestpractical.com
Subject: AW: RE: [rt-users] issues starting RT

 

Hi tamer
Check the permissions of the installed perl modules i bet the have 770 onwed by 
root.

Apache can't access them.

Torsten

-Original Message-
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
To: rt-users@lists.bestpractical.com 
Sent: Wed Sep 12 22:18:06 2007
Subject: RE: [rt-users] issues starting RT

Hi Guys,



I have a setup RHEL 4.5 ES/ Oracle XE/RT 3.6.4 .. I am getting this error 
starting the httpd daemon.

Any ideas would be great..



Thanks



Tamer





[warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain 
running for 30 second

s given 3 attempts, its restart interval has been backed off to 600 seconds

[Wed Sep 12 15:13:51 2007] [warn] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" restarted





DBI connect('rt3','root',...) failed: ERROR OCIEnvNlsCreate. Check ORACLE_HOME 
env var, NLS settings, permissions, etc. at 
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 106

Connect Failed ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, 
permissions, etc.

 at /opt/rt3/lib/RT.pm line 220

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AW: RE: [rt-users] issues starting RT

[Ham MI-ID, Torsten Brumm]

Hi tamer
Check the permissions of the installed perl modules i bet the have 770 onwed by 
root.

Apache can't access them.

Torsten

-Original Message-
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
To: rt-users@lists.bestpractical.com 
Sent: Wed Sep 12 22:18:06 2007
Subject: RE: [rt-users] issues starting RT 

Hi Guys,

 

I have a setup RHEL 4.5 ES/ Oracle XE/RT 3.6.4 .. I am getting this error 
starting the httpd daemon.

Any ideas would be great..

 

Thanks

 

Tamer

 

 

[warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain 
running for 30 second

s given 3 attempts, its restart interval has been backed off to 600 seconds

[Wed Sep 12 15:13:51 2007] [warn] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" restarted 

 

 

DBI connect('rt3','root',...) failed: ERROR OCIEnvNlsCreate. Check ORACLE_HOME 
env var, NLS settings, permissions, etc. at 
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 106

Connect Failed ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, 
permissions, etc.

 at /opt/rt3/lib/RT.pm line 220

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AW: [rt-users] Help with html/rt page

[Ham MI-ID, Torsten Brumm]

Hi Juan,

changed it like you wrote:



% if ($HasMemberBA) {
Business Application Change
% } else {
mailto:[EMAIL 
PROTECTED]@company.com&subject=Access%20to%20RfC%20Type%20Business%20Application%20needed">Business
 Application
% }

Same result... I'm not sure what I'm doing wrong :-(

-- 
 Thanks in advance
 
: Torsten Brumm
:
: Kuehne + Nagel
: HAM - MI-ID
:
: Bauerbergweg 23-25
: 22111 Hamburg
:
: +49 (40) 30333 3199
: +49 (40) 30333 44 3199
:
: [EMAIL PROTECTED]
: www.kn-portal.com
: icq: 78258840


 
Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Dr. Björn 
Johansson (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt 
(Stellv.), Tim Scharwath, Jens 
Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende 
Gesellschaft: Kühne & Nagel A.G., Sitz: Contern/LuxemburgGeschäftsführender 
Verwaltungsrat: Klaus-Michael 
Kühne 


-Ursprüngliche Nachricht-
Von: Juan Carlos Montes [mailto:[EMAIL PROTECTED] 
Gesendet: Freitag, 24. August 2007 01:28
An: Ham MI-ID, Torsten Brumm
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Help with html/rt page

Hi Torsten,

I think that the problem is that you dont put a space between % and if

You have
%if ($HasMemberBA) {

When must be
% if ($HasMemberBA) {


Regards,

INTECO-CERT
Juan Carlos Montes
Analista de Seguridad



Ham MI-ID, Torsten Brumm escribió:
>
> Hi RT Users,
>
>  
>
> i think i'm a little lost in RT Coding Space.
>
>  
>
> I have create a html page inside rt/local/html directory. This is
> working fine so far. Now I try to embed some perl code and for this I
> grabbed something like this from another page to have an idea how the
> RT guys doing this:
>
>  
>
> %#
>
> %# END BPS TAGGED BLOCK }}}
>
> <& /Admin/Elements/Header, Title => loc('RT Administration') &>
>
> <& /Admin/Elements/Tabs, Title => loc('RT Administration') &>
>
>  
>
> 
>
> %foreach my $key (sort keys %$tabs) {
>
> <%$tabs->{$key} ->{'title'}%>
>
> <%$tabs->{$key}->{description}%>
>
> 
>
> %}
>
> 
>
> <%init>
>
>  
>
> Now I have tried to implement this in my page:
>
>  
>
> <& /Elements/Header,
>
> Title => loc("Request for Change"),
>
> Refresh => $session{'home_refresh_interval'} &>
>
> <& /RFC/Elements/Tabs,
>
> current_tab => 'index.html',
>
> Title => loc("Request For Change") &>
>
>  
>
> .
>
> .
>
> .
>
> Some html code
>
> .
>
> .
>
> 
>
> 
>
> %if ($HasMemberBA) {
>
> Business Application Change
>
> %} else {
>
>  href="mailto:[EMAIL 
> PROTECTED]@company.com&subject=Access%20to%20RfC%20Type%20Business%20Application%20needed">Business
> Application
>
> %}
>
> 
>
> 
>
> .
>
> .
>
> .
>
> Some more html code
>
> .
>
> .
>
> <%INIT>
>
> my $GroupObjAO = RT::Group->new( $session{ 'CurrentUser' } );
>
> my $GroupObjBA = RT::Group->new( $session{ 'CurrentUser' } );
>
> my $GroupObjGE = RT::Group->new( $session{ 'CurrentUser' } );
>
> my $GroupObjOQ = RT::Group->new( $session{ 'CurrentUser' } );
>
> my $GroupObjRJ = RT::Group->new( $session{ 'CurrentUser' } );
>
> my $GroupObjUA = RT::Group->new( $session{ 'CurrentUser' } );
>
>  
>
> my $PrincipalObj = RT::Principal->new( $session{ 'CurrentUser' } );
>
> $PrincipalObj->Load( $session{ 'CurrentUser' }->id );
>
>  
>
> $GroupObjAO->LoadUserDefinedGroup( 'RFC-AUTH-AO' );
>
> my $HasMemberAO = $GroupObjAO->HasMemberRecursively( $PrincipalObj );
>
>  
>
> $GroupObjBA->LoadUserDefinedGroup( 'RFC-AUTH-BA' );
>
> my $HasMemberBA = $GroupObjBA->HasMemberRecursively( $PrincipalObj );
>
>  
>
> $GroupObjGE->LoadUserDefinedGroup( 'RFC-AUTH-GE' );
>
> my $HasMemberGE = $GroupObjGE->HasMemberRecursively( $PrincipalObj );
>
>  
>
> $GroupObjOQ->LoadUserDefinedGroup( 'RFC-AUTH-OQ' );
>
> my $HasMemberOQ = $GroupObjOQ->HasMemberRecursively( $PrincipalObj );
>
>  
>
> $GroupObjRJ->LoadUserDefinedGroup( 'RFC-AUTH-RJ' );
>
> my $HasMemberRJ = $GroupObjRJ->HasMemberRecursively( $

[rt-users] Help with html/rt page

[Ham MI-ID, Torsten Brumm]

Hi RT Users,

 

i think i'm a little lost in RT Coding Space.

 

I have create a html page inside rt/local/html directory. This is working fine 
so far. Now I try to embed some perl code and for this I grabbed something like 
this from another page to have an idea how the RT guys doing this:

 

%#

%# END BPS TAGGED BLOCK }}}

<& /Admin/Elements/Header, Title => loc('RT Administration') &>

<& /Admin/Elements/Tabs, Title => loc('RT Administration') &>

 



%foreach my $key (sort keys %$tabs) {

<%$tabs->{$key} ->{'title'}%>

<%$tabs->{$key}->{description}%>



%}



<%init>

 

Now I have tried to implement this in my page:

 

<& /Elements/Header,

Title => loc("Request for Change"),

Refresh => $session{'home_refresh_interval'} &>

<& /RFC/Elements/Tabs,

current_tab => 'index.html',

Title => loc("Request For Change") &>

 

.

.

.

Some html code

.

.





%if ($HasMemberBA) {

Business Application Change

%} else {

mailto:[EMAIL 
PROTECTED]@company.com&subject=Access%20to%20RfC%20Type%20Business%20Application%20needed">Business
 Application

%}





.

.

.

Some more html code

.

.

<%INIT>

my $GroupObjAO = RT::Group->new( $session{ 'CurrentUser' } );

my $GroupObjBA = RT::Group->new( $session{ 'CurrentUser' } );

my $GroupObjGE = RT::Group->new( $session{ 'CurrentUser' } );

my $GroupObjOQ = RT::Group->new( $session{ 'CurrentUser' } );

my $GroupObjRJ = RT::Group->new( $session{ 'CurrentUser' } );

my $GroupObjUA = RT::Group->new( $session{ 'CurrentUser' } );

 

my $PrincipalObj = RT::Principal->new( $session{ 'CurrentUser' } );

$PrincipalObj->Load( $session{ 'CurrentUser' }->id );

 

$GroupObjAO->LoadUserDefinedGroup( 'RFC-AUTH-AO' );

my $HasMemberAO = $GroupObjAO->HasMemberRecursively( $PrincipalObj );

 

$GroupObjBA->LoadUserDefinedGroup( 'RFC-AUTH-BA' );

my $HasMemberBA = $GroupObjBA->HasMemberRecursively( $PrincipalObj );

 

$GroupObjGE->LoadUserDefinedGroup( 'RFC-AUTH-GE' );

my $HasMemberGE = $GroupObjGE->HasMemberRecursively( $PrincipalObj );

 

$GroupObjOQ->LoadUserDefinedGroup( 'RFC-AUTH-OQ' );

my $HasMemberOQ = $GroupObjOQ->HasMemberRecursively( $PrincipalObj );

 

$GroupObjRJ->LoadUserDefinedGroup( 'RFC-AUTH-RJ' );

my $HasMemberRJ = $GroupObjRJ->HasMemberRecursively( $PrincipalObj );

 

$GroupObjUA->LoadUserDefinedGroup( 'RFC-AUTH-UA' );

my $HasMemberUA = $GroupObjUA->HasMemberRecursively( $PrincipalObj );



 

The result of this page looks like this:

 

Business Application Change - install, change or delete business applications 
%if ($HasMemberBA) { Business Application Change 
  %} else { Business 
Application 
  %}

 

So, it looks like the perl part was not parsed from RT. Its displaying pure 
html all perl code parts are text in this case.

 

Any ideas or hints?


Thanks


Torsten

 

-- 
 Thanks in advance
 
: Torsten Brumm
:
: Kuehne + Nagel
: HAM - MI-ID

:
: Bauerbergweg 23-25
: 22111 Hamburg
:
: +49 (40) 30333 3199
: +49 (40) 30333 44 3199
:
: [EMAIL PROTECTED]  
: www.kn-portal.com  
: icq: 78258840



 

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Dr. Björn 
Johansson (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt 
(Stellv.), Tim Scharwath, Jens 
Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende 
Gesellschaft: Kühne & Nagel A.G., Sitz: Contern/LuxemburgGeschäftsführender 
Verwaltungsrat: Klaus-Michael 
Kühne 

 

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