Re: [rt-users] Jabber Support or IRC
- Original Message - From: Thomas Misilo misi...@fit.edu I was wondering if it is possible to have RT when a new ticket is created, to have it send an alert to a specific jabber (XMPP) user or to an IRC channel? I think I'd look at irker, if you didn't already know it existed. Cheers, -- jra -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA #natog +1 727 647 1274
Re: [rt-users] Users showing time in GMT
- Original Message - From: Mark F. Komarinski mark_komarin...@hms.harvard.edu I have at least one user who has timestamps showing GMT rather than local time. She had Options-About Me set to system default (same as me) and then set to America/New_York but timestamps in her tickets still show the time followed by GMT. Any ideas? Are they just *labeled* wrong? Or if she writes a ticket at 4pm EDT, does it say 2000UTC? Cheers, -- jra -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA #natog +1 727 647 1274
Re: [rt-users] Ready to roll?
- Original Message - From: Kevin Falcone falc...@bestpractical.com I filed http://issues.bestpractical.com/Ticket/Display.html?id=22893 so someone will look at that doc and update. Am I really the first person to notice that Basics does not include the full Ticket title, so that when the large label version of it in the top ticket frame is too long to fit at whatever text size it is, you have to burrow all the way to the bottom of the comments to see it? This is a tiny bit worse for me, because (being almost 50 and having a 12 laptop :-) I tend to run sites in Firefox Zoom Text Only mode, but on this particular example, it overflows even at standard text size. Should I RFE this? Cheers, -- jra -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA #natog +1 727 647 1274 -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Ticket Image attach corruption
- Original Message - From: Joshua Lansford joshua.lansf...@laserlinc.com My apologies. Your article was indeed well written and did not provide me with any difficulty in setting up RT. Google also complements your hardwork by directing me to it when I needed the information. Sadly I didn't think to check if the referenced version was out of date. Do you think you could put a quick warning at the top as a stop gap measure for other folks who forget to check? They've already done that, at least in some places. If it isn't in enough, I will go back and add such a note, probably tonight, unless someone beats me to it. Cheers, -- jra -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA #natog +1 727 647 1274 -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Ticket Image attach corruption
- Original Message - From: Joshua Lansford joshua.lansf...@laserlinc.com On 02/08/2013 05:15 AM, Dominic Hargreaves wrote: Which wiki, OOI? https://help.ubuntu.com/community/Request%20Tracker Oh. Missed this. No, that wasn't my work; I thought you were talking about the community wiki at http://requesttracker.wikia.com/ Cheers, -- jra -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA #natog +1 727 647 1274 -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Problem with __maps__
- Original Message - From: Kevin Falcone falc...@bestpractical.com This is a known bug we've been discussing how to fix. There's a lot of magic that needs to happen when you change a lifecycle midstream. You have to leave transitions in place until you migrate away from the old statuses and it's a pain. Unfortunately, on a large queue, any sort of magic could run for a long time and time out, etc. That is a problem that crops up in a bunch of different places of different sizes and scopes, all the way down to does $AndroidClient cache status postings if it can't get them through due to a local connectivity error (for Tweetcaster the answer is yes, visibly; for Facebook, maybe, but you can't tell), and I believe the indicated design pattern there is Job Queue. Is there already something in RTs internals for handling queued jobs? If not, is this a big enough issue -- and might you gain useful leverage in the future -- from introducing it? Cheersr, -- jra -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA #natog +1 727 647 1274 -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Problem with __maps__
- Original Message - From: Kevin Falcone falc...@bestpractical.com On Thu, Feb 07, 2013 at 11:06:51AM -0500, Jay Ashworth wrote: Is there already something in RTs internals for handling queued jobs? There is not. If not, is this a big enough issue -- and might you gain useful leverage in the future -- from introducing it? Already being discussed. There are a number of things that would benefit from it. Clearly it would increase the complexity of the installation process. Ah yes: the writing the code myself is not the only cost I avoid in integrating Other People's Components realization; the Dirty Little Secret of open source design. Already being discussed was the right answer, though. :-) Cheers, -- jra -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA #natog +1 727 647 1274 -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Ticket Image attach corruption
- Original Message - From: Thomas Sibley t...@bestpractical.com We highly recommend that any new installs of RT start out in the 4.0 series. The latest release is 4.0.10. 3.8 has been getting only security fixes and _serious_ bug fixes for well over a year now. Question: do you guys make a point, at all, of evangelizing to distro maintainers and packagers that they package 4.x, or, more to the point pull 3.x *out* of repos? Cheers, -- jra -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA #natog +1 727 647 1274 -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] RT repo packages
- Original Message - From: Thomas Sibley t...@bestpractical.com We've pushed for 4.0 in the past with various distro maintainers. I believe most popular distros have _some_ sort of 4.0 package now, but how up to date it is depends on the maintainer. Our Debian maintainer (Dominic) is great, and the request-tracker4 package versions usually track pretty close to the latest release if you use backports or unstable. Lags do occur, such as when Debian freezes the package trees in advance of release. Ubuntu gets all the RT packages from Debian, usually with some of it's own lag and quirks built-in. It's community maintained which means no one at Canonical is responsible for dealing with it (even for security!) unless prodded in an approved (albeit documented) process. I don't think we'd advocate for pulling 3.8 packages entirely until it's officially EOL'd. Still, I believe there is an Ubuntu ticket in Launchpad about pulling 3.8 from the next distro version they release (opened by someone from the RT community). Perhaps, at the very least, doing one final release that says DEPRECIATED somewhere, in large, friendly letters? As a field report, BTW: SuSE 12.1 has no packages at all, even in Packman, and CentOS5 has only rt3 (of unknown release), even with epel and remi. Alas, though those are my 2 target OSs, I'm not sufficiently adept at this point with either RT or packaging to volunteer. Cheers, -- jra -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA #natog +1 727 647 1274 -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Ticket Image attach corruption
- Original Message - From: Joshua Lansford joshua.lansf...@laserlinc.com On 02/07/2013 02:43 PM, Jay Ashworth wrote: Question: do you guys make a point, at all, of evangelizing to distro maintainers and packagers that they package 4.x, or, more to the point pull 3.x*out* of repos? I checked and there are separate packages for rt4. I understand leaving the 3.8 around as not to surprise folks when they do a system upgrade. Yeah. It would have been nice if they had updated their wiki though. Quite a bummer as I just went live. I am going to try and set up a duplicate system on a virtual machine to test upgrade to 4.0. Thanks for pointing this out. I will be following this guide: http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html About the wiki, it's largely me you're complaining about, so you got the right guy: I did a large bolus of rework on it around 3.8 release time, and have not been using rt-due to job changes-since, so I haven't gotten around to reworking it again for 4.x. If I get a full-time $DAYJOB I'm in the running for right now, that will likely change, as I'll be rolling out 4.0 for there, and updating/merging the current doco to the wiki. Cheers, -- jra -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA #natog +1 727 647 1274 -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] RightsMatrix and AssetTracker status in 4.x?
I'm about to set up a test 4.x instance, as a production one will probably be the first thing I'm tasked with if I get a new job I'm vying for. The two things I'm probably most interested in are RightsMatrix and AT; what is the current status of these against rt4.x? Out of date? Up to date? No longer necessary as they're integrated? In other news, has anything resembling a Customer File ever shown up? :-) (My application will be municipal, and I'll need a good way to deal with a ticket field picking from a fixed database of street addresses, which which reporter emails may be associated.) Cheers, -- jra -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA #natog +1 727 647 1274
Re: [rt-users] RT Asset Tracker - unique name field
- Original Message - From: Darren Hildebrand darren.hildebr...@opusvfx.com I'm looking at using RT AssetTracker module for tracking our hardware and software licenses. It does exactly what I'd like for hardware, but I'd also like to track software licenses. The problem that I'm running up against is that each asset name field must be unique. For example, if I'm tracking Windows licenses, I'd like to be able to have 20 assets called something like Windows 7 Professional (64-bit) with separate Asset IDs and product keys, and then I'd link them to the workstations that they run on. Is there any way to accomplish something like this? If not, how do people generally go about tracking software licenses with the RT Asset Tracker? I would use that as a description, and use the license key itself -- or some unique component thereof, as the name. You're hitting an analog of the serial numbered inventory problem. Cheers, -- jra -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274
Re: [rt-users] Buildind rt4 while logged in as an AD user
- Original Message - From: Jay Ashworth j...@baylink.com And I additionally get a zillion errors like: Email::Address ...MISSING Can't locate Email/Address.pm in @INC (@INC contains: /usr/lib/perl5/site_perl/5.12.1/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.12.1 /usr/lib/perl5/vendor_perl/5.12.1/i586-linux-thread-multi /usr/lib/perl5/vendor_perl/5.12.1 /usr/lib/perl5/5.12.1/i586-linux-thread-multi /usr/lib/perl5/5.12.1 /appl/rt-4.0.5) Followed at the end by: make: *** [testdeps] Error 1 when I run make testdeps. It's clear I don't have all the perl I should, but I thought that was testdeps' job to tell me. :-) Ok, that was stupid. That *was* testdeps telling me, clearly. Fixdeps is cleaning up (most, if not all) of that, but the first part of my inquiry stands: it appears that the build scripts do not expect that the user and group names may contain non-magic backslashes and spaces, as will be the case on a machine where authentication is provided by AD/Samba; can anyone confirm or deny? Cheers, -- jra -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274
[rt-users] Folo: Building rt4 while logged in as an AD user
- Original Message - From: Jay Ashworth j...@baylink.com Ok, that was stupid. That *was* testdeps telling me, clearly. Fixdeps is cleaning up (most, if not all) of that, It was; everything is installed now. but the first part of my inquiry stands: it appears that the build scripts do not expect that the user and group names may contain non-magic backslashes and spaces, as will be the case on a machine where authentication is provided by AD/Samba; can anyone confirm or deny? In addition to: users: rt group (GETMOTIVATEDdomain) ...MISSING bin owner (GETMOTIVATEDjay.ashworth) ...MISSING libs owner (GETMOTIVATEDjay.ashworth) ...MISSING libs group (GETMOTIVATEDdomain) ...MISSING web owner (GETMOTIVATEDjay.ashworth) ...MISSING web group (GETMOTIVATEDdomain) ...MISSING I now get, at the end: /usr/bin/install -c -m 0755 -o GETMOTIVATED\jay.ashworth -g GETMOTIVATED\domain -d /appl/rt405/etc /usr/bin/install: invalid user `GETMOTIVATEDjay.ashworth' make: *** [config-install] Error 1 It's relatively clear to me that the build machinery does *not* contemplate usernames which contain spaces and backslashes, as winbind usernames and group names will -- and probably not ones which don't exist on the local machine, either. I'm not sure what's the best approach to this; I'm probably not competent to implement a global solution, suitable for a patch; I'm at the edge of my skillset working in that environment myself. Suggestions? Cheers, -- jra -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274
Re: [rt-users] Buildind rt4 while logged in as an AD user
- Original Message - From: Thomas Sibley t...@bestpractical.com --with-my-user-group If you're setting up a development RT instance on your own machine, --with-my-user-group makes sense. If you're setting up on a production box or a testing server for a production box, you shouldn't use --with-my-user-group. It especially doesn't make sense to specify --with-my-user-group alongside --with-web-user, --with-web-group, and --with-rt-group since --with-my-user-group overrides them. Got it. It's relatively clear to me that the build machinery does *not* contemplate usernames which contain spaces and backslashes, as winbind usernames and group names will -- and probably not ones which don't exist on the local machine, either. This doesn't surprise me, as the parameters aren't quoted so the shell eats backslashes. If you remove the --with-my-user-group option from your configure, you'll actually start using wwwrun, www, and rt as you specify in the other configure options. And I modified the Makefile.in to: # This is the group that all of the installed files will be chgrp'ed to. RTGROUP = @RTGROUP@ # User which should own rt binaries. BIN_OWNER = @BIN_OWNER@ # User that should own all of RT's libraries, generally root. LIBS_OWNER = @LIBS_OWNER@ # Group that should own all of RT's libraries, generally root. LIBS_GROUP = @LIBS_GROUP@ WEB_USER= @WEB_USER@ WEB_GROUP = @WEB_GROUP@ Which seems to have mostly-fixed that problem, though I'm not sure whether it's enough. I am, though, suddenly being nattered at about FCGI prereqs, which I wasn't before, and which I don't expect to, since I specified modperl2 as my handler. It'd be real odd if that wasn't because of my changes, though I can't imagine why they might be connected. Syntax coloring suggests that I didn't miss any close-quotes, though. Thanks, Thomas. Cheers, -- -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274
Re: [rt-users] Buildind rt4 while logged in as an AD user
- Original Message - From: Jay Ashworth j...@baylink.com I am, though, suddenly being nattered at about FCGI prereqs, which I wasn't before, and which I don't expect to, since I specified modperl2 as my handler. It'd be real odd if that wasn't because of my changes, though I can't imagine why they might be connected. Syntax coloring suggests that I didn't miss any close-quotes, though. My, but I'm having a bad week. I ran configure by hand, instead of from my build script. sigh Cheers, -- jra -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274
[rt-users] Buildind rt4 while logged in as an AD user
I'm doing a first build of 4.0.5 on a Suse 11.3 machine which is configured to authenticate Linux users against our AD domain controllers. At the beginning of make testdeps, I see this: users: rt group (GETMOTIVATEDdomain) ...MISSING bin owner (GETMOTIVATEDjay.ashworth) ...MISSING libs owner (GETMOTIVATEDjay.ashworth) ...MISSING libs group (GETMOTIVATEDdomain) ...MISSING web owner (GETMOTIVATEDjay.ashworth) ...MISSING web group (GETMOTIVATEDdomain) ...MISSING Those aren't the users I told ./configure to use for those things, but I also note that they're missing the expected backslash separator in the username. I'm not sure if those are related, and I'm also not sure if the rt build has been tested in an environment where the usernames are Windows'y. Can anyone speak to either point? Cheers, -- jra -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274
Re: [rt-users] Buildind rt4 while logged in as an AD user
- Original Message - From: Kevin Falcone falc...@bestpractical.com Please show your configure line. Sorry: GETMOTIVATED\jay.ashworth@gmtpa-xen0:/appl/rt-4.0.5 cat ./build ./configure \ --prefix=/appl/rt405 \ --enable-graphviz \ --enable-gd \ --enable-ssl-mailgate \ --with-web-handler=modperl2 \ --with-db-type=mysql \ --with-db-dba=root \ --with-db-database=rt4_test \ --with-db-rt-user=rt_user \ --with-db-rt-pass=rt_pass \ --with-web-user=wwwrun \ --with-web-group=www \ --with-rt-group=rt \ --with-my-user-group And I additionally get a zillion errors like: Email::Address ...MISSING Can't locate Email/Address.pm in @INC (@INC contains: /usr/lib/perl5/site_perl/5.12.1/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.12.1 /usr/lib/perl5/vendor_perl/5.12.1/i586-linux-thread-multi /usr/lib/perl5/vendor_perl/5.12.1 /usr/lib/perl5/5.12.1/i586-linux-thread-multi /usr/lib/perl5/5.12.1 /appl/rt-4.0.5) Followed at the end by: make: *** [testdeps] Error 1 when I run make testdeps. It's clear I don't have all the perl I should, but I thought that was testdeps' job to tell me. :-) Cheers, -- jra -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274
Re: [rt-users] Upload Multiple Files at once
- Original Message - From: Jeff bigwa...@gmail.com We are using a Custom Field that allows for multiple photos to be uploaded and attached to a ticket. We typically have 3 photos per ticket and people would like to be able to select the 3 photos to upload together instead of having to add and save for each one. Has anyone found a way to be able to upload more than 1 file at a time? It's a documented problem that this cannot be done in Internet Explorer: the browser will not support multiple selection in a file picker dialog box. The only way I'm aware of to implement this is by grafting in a Flash-based uploader; a non-trivial undertaking. (There's a jQuery multi-file uploader, but it also depends on the browser's file-picker and has the same problems.) FF, Safari and Chrome all allow multiple selection in their file pickers, though the app may not know how to handle it, and thus not enable it. Cheers, -- jra -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] The RT Wiki - Restructure (start using categories?)
I was one of the early contributors in that post, about 5 years ago, and while I'm about to redeploy 4.0 as a test, I haven't been using RT much in the interim; I admit I spent more time on content than categorization, though. Categories are handy. - Original Message - From: Ruslan Zakirov r...@bestpractical.com To: Bart b...@pleh.info Cc: rt-users@lists.bestpractical.com Sent: Tuesday, November 29, 2011 6:31:07 AM Subject: Re: [rt-users] The RT Wiki - Restructure (start using categories?) Hello Bart, It would be great to see more structure on the wiki. I think wiki chief editor position is vacant, unfortunately it's not paid, but much appreciated. On Tue, Nov 29, 2011 at 2:54 PM, Bart b...@pleh.info wrote: Hi, I've created an account on Wikia in order to do some editing on the RT wiki: http://requesttracker.wikia.com/wiki/HomePage There are a few things that I want to add, but I'm kinda confused by the structure O_o I've noticed that only a handfull of articles contain a categorie, these categories are viewable on this page: http://requesttracker.wikia.com/wiki/Special:Categories These categories are a nice way of structuring content, people only have to add a page with the proper categorie and it will be displayed on the categorie page. In addition you have the ability to add specific information/explanation to each categorie page as shown on this page: http://requesttracker.wikia.com/wiki/Category:3.8.9 The thing I'm missing on the main page is a link to all categories, this would make browsing the wiki allot easier. In addition what I'm missing is a structure of the categories + allot of pages aren't categorized. I feel that the structure could be better, and with a better structure it would make adding articles allot easier + they will become visible by simply viewing a categorie specific page where everything is alphabetized (no need for creating a link to article X on certain pages). If I were to think-up a structure and start to re-organize the categories (edit pages to point to the new structure), would this upset someone (I hope not ^_^)? I'd first want to roughly draw the categorie structure and verify it with the mailing-lists before starting to edit anything. (basically think before act) Let me know your thoughts, I feel that I have some time to work on the wiki so hopefully with some input from others it will be possible to freshen up the wiki. -- Bart RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — TBA -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
[rt-users] OT: Tagging queries and the query cache
- Original Message - From: Kevin Falcone falc...@bestpractical.com This destroys mysql's query cache, which is a very nice performance win. On some reflection, I have a question: which part of my suggestion destroys the utility of the cache? That there's another clause in the query? Or that it involves Today's Date? Cause the former would only seem to apply between uses of the same exact query in different places in the code... and the latter could be solved by simply making the tagged-on clause be 'Tag-string' = 'Tag-string', I *think*. But I am only an egg in these things... Cheers, -- jra -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] How to avoid a huge dataset returning
- Original Message - From: Kevin Falcone falc...@bestpractical.com That doesn't looks like a standard RT query, but you haven't provided your version. You'll probably want to turn on the StatementLog option and figure out where that query is coming from so you can fix the source. Which makes you a good person for me to bounce a SQL idea off of: For the purpose of tracing queries back into code, how about something like: add to the end of each query a clause like AND NOT Todays_Date = '1000-08-22' (using the appropriate SQL syntax, which I forget)... using the date as an 'address' for the query in the code (program, module, query, or something similar. The entire clause will be statically true, and get optimized off, but will still show up in the slow-query log, and in mytop/mtop, etc... giving you a handle to get back to the code. Is this possible? Practical? Cheers, -- jr 'Ashworth's Device' a -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] How to avoid a huge dataset returning
- Original Message - From: Kevin Falcone falc...@bestpractical.com This destroys mysql's query cache, which is a very nice performance win. Oh hell; of course. On RT4 you can enable the statement log and see every query run on a page with pointers into the source that executed it. That doesn't help, though, on a large realtime system, and especially not on code that isn't RT. :-) Cheers, -- jra -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] How to avoid a huge dataset returning
That doesn't help, though, on a large realtime system, and especially not on code that isn't RT. :-) I actually have found it to be my favorite new RT4 feature, especially for improving the performance of large systems. I'm sure it's very nice (and since I'm probably about to install RT4, I will care. :-) But I'm trying to solve the more general problem; all the world is not RT4. :-) Cheers, -- jra -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] su for rt?
- Original Message - From: Yan Seiner y...@seiner.com Is there anything like su for RT? I'd like to be able to check on users' ability to see certain tickets. It's disruptive to ask them (and keep asking them while I figure out which layer of permissions is causing me headaches.) Any way I can use something like 'su' to assume a user's identity without knowing their password? You're looking for something like Zimbra Admin's Become This User. I don't think RT3 had that, at least native; I don't remember whether I found an extension to do it. I seem to think I might have. Can't speak to RT4 yet. That's next week. :-) Cheers, -- jra -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Work with Google Apps?
- Original Message - From: Gavin Henry gavin.he...@gmail.com Can this be done? No; it's not possible for people to work with Google Apps. Cheers, -- jr 'well, not *wise*, anyway' a -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274
Re: [rt-users] RT and Vtiger integration redux
- Original Message - From: Chris Devers cdev...@pobox.com (Better still, if RT4 can credibly be used as a CRM — customer database, inventory of customer systems configurations, that kind of thing — then that would be even better.) I saw no evidence that RT4 had added anything that resembled a customer file, and -- given the *violent* antipathy on BestPractical's part to that idea, dating back to 3.2 -- I really didn't expect it. Cheers, -- jra
Re: [rt-users] RT and Vtiger integration redux
- Original Message - From: Jesse Vincent je...@bestpractical.com I saw no evidence that RT4 had added anything that resembled a customer file, and -- given the *violent* antipathy on BestPractical's part to that idea, dating back to 3.2 -- I really didn't expect it. I'm not quite sure what you're referring to. I'd love for RT to have the functionality. Ok, I've just gone back and asked The Google, and I've *slightly* over- characterized BP's distaste for the idea; my apologies: http://www.gossamer-threads.com/lists/rt/users/62792 That amounts more to ok, that's not a bad idea, but we're not all that interested in investing any effort into doing it unless people are paying. As I pointed out somewhere along the way, that limits your audience to internal departments, where this sort of make sure you notify the requestor's supervisor on all tickets automatically and has someone else in that department/customer/administrative span of control already reported the same problem are less necessary; small businesses with customers who might be potential customers won't -- generally -- even bother to complain that RT doesn't have that; you're just not in their evaluation criteria at all. I've always been fine with that -- you give it away for free, you're perfectly entitled to decide on what you think your feature set is going to be. I'm just telling you -- as I always have -- that this puts you in Jerry Pournelle's famous category of infuriatingly excellent; the package has always been good enough to really irritate those for whom (like me), that design blindspot knocks you right out of the picture. But you're correct: violent antipathy is an overstatment. Please allow me to correct it to violent apathy, with my apologies. :-) Cheers, -- jra
