Re: [rt-users] RT 4.4.1 - Change owner on corrospond Scrip - Strange issue

2017-02-23 Thread Kenneth Marshall
On Thu, Feb 23, 2017 at 10:12:19AM -0500, Robert Blayzor wrote: > I did try that, and it literally did nothing. (other than recorded the change > in the ticket and created empty emails to requestors) > > This has been very easy to re-produce and there must be some different way > the Owner is

Re: [rt-users] RT 4.4.1 - Change owner on corrospond Scrip - Strange issue

2017-02-23 Thread Kenneth Marshall
On Thu, Feb 23, 2017 at 08:51:29AM -0500, Alex Hall wrote: > I'm going to send the email I normally hate to receive. If you ever figure > this out, please share it with the list! > > I have a script to assign the ticket creator as the owner on creation, which > works perfectly. Like you,

Re: [rt-users] RT 4.4: Configuring escalations with various rt-crontool options, but none are working

2017-02-20 Thread Kenneth Marshall
On Mon, Feb 20, 2017 at 09:32:33AM +0100, Daniel Rauer wrote: > Nobody with an idea on how we can make any progress with escalations? > Any input would be helpful, like working config snippets, rt-crontool > calls that works for someone, ... > > Bye, Daniel Hi Daniel, We are still working on

Re: [rt-users] Pre-configure users "RT At A Glance" with specific elements - Default Dashboards?

2017-02-13 Thread Kenneth Marshall
On Mon, Feb 13, 2017 at 03:53:41PM +, Cena, Stephen (ext. 300) wrote: > We have an instance of RT that is shared across three departments. Each > department only needs to be able to see specific queues. Due to the way > permissions work in RT, all the queues are visible. My idea to fix the

Re: [rt-users] Preventing duplicate emails

2016-12-07 Thread Kenneth Marshall
On Wed, Dec 07, 2016 at 11:46:44AM -0500, Alex Hall wrote: > Hello list, > Is there an example of a script to prevent duplicate emails? We often have > users adding an owner as a CC, or adding someone as a CC and a one-time CC, > or for other reasons adding someone to a ticket multiple times. I've

Re: [rt-users] Best way to deal with unwanted auto notifications?

2016-12-05 Thread Kenneth Marshall
On Mon, Dec 05, 2016 at 02:02:19PM +, Joel Bergmark wrote: > Hi, > > I have a problem with "On Correspondance Notify Requestor". > > In some cases we have a requestor like but we get replys > from hence the global rule "On Correspondance Notify >

Re: [rt-users] Owner not showing in search results?

2016-11-28 Thread Kenneth Marshall
On Mon, Nov 28, 2016 at 11:32:36AM -0500, Alex Hall wrote: > Thanks, I didn't know that would happen. I did that to suppress the email > notification; we want users notified if their tickets change owners, but only > if that change is NOT from "nobody" to themselves. > > I just updated the

Re: [rt-users] Owner not showing in search results?

2016-11-28 Thread Kenneth Marshall
Hi Alex, You do not record your transaction in your scrip. That means that the system does not know that a change has been made and to invalidate the caches. You will either need to record it or live with the result. Regards, Ken On Mon, Nov 28, 2016 at 11:12:00AM -0500, Alex Hall wrote: > >>

Re: [rt-users] Modifying some contents in History

2016-11-28 Thread Kenneth Marshall
On Mon, Nov 28, 2016 at 03:43:01PM +, Kriegers Horst wrote: > Hi, > > Thanks for your reply. > I know this is the easiest way, but it is not acceptable in our case > > Regards, > Horst Hi Horst, When the shredder runs, it generates a SQL file to reconstitute the deleted item when run. You

Re: [rt-users] Modifying some contents in History

2016-11-28 Thread Kenneth Marshall
Hi, It is easier to just use the Shredder to delete the transaction from the system. Regards, Ken On Mon, Nov 28, 2016 at 02:32:17PM +, Kriegers Horst wrote: > Hello, > > We have users they have mentioned confidential information in RT. > Now I need just to anonymize these information in

Re: [rt-users] RT 4.4.1 - ExternalAuth intermittently failing

2016-11-22 Thread Kenneth Marshall
On Tue, Nov 22, 2016 at 04:13:46PM -0500, Mike Johnson wrote: > We just went live with RT 4.4.1 and it seems that LDAP authentication is > failing. > > It has now died 2 days in a row, at approximately the same time. > > The RT log is showing the following error: > 2819] [Mon Nov 21 21:10:28

Re: [rt-users] Searching ticket content?

2016-11-07 Thread Kenneth Marshall
On Mon, Nov 07, 2016 at 08:57:32AM -0500, Alex Hall wrote: > Hello list, > Some users at work are wondering if they can search ticket contents? > There's no way in the search builder, but I know I can plug any SQL I want > to into the advanced search. Even if I knew the SQL to use, though, that's

Re: [rt-users] Overriding files in lib/RT?

2016-10-31 Thread Kenneth Marshall
On Mon, Oct 31, 2016 at 04:17:11PM -0400, Alex Hall wrote: > Hi all, > Thanks for the responses, it's partially working. When I use my > Email_Local.pm, the server refuses to start, yet I have no errors. Running > it through Perl's checker reveals only: > > Name "RT::Logger" used only once:

Re: [rt-users] "Hidden" tickets suddenly appear

2016-10-27 Thread Kenneth Marshall
On Thu, Oct 27, 2016 at 03:21:51PM -0400, Jeff Blaine wrote: > On 10/26/2016 4:27 AM, Martin Wheldon wrote: > > Hi Jeff, > > > > If you examine the ticket history of the problem ticket it should tell > > you what happened > > for it to be set back to the "new" status. > > > > Is it being

Re: [rt-users] possibly OT: RT's FCGI server randomly fails, no log

2016-10-11 Thread Kenneth Marshall
On Tue, Oct 11, 2016 at 12:55:13PM -0400, Alex Hall wrote: > Hello list, > This may be off-topic, but I'm serving RT with Nginx and FCGI. Randomly, it > seems, the FCGI server is failing. Nginx works, but users see "error 502: > bad gateway". I see the same in the logs, with connect() failing. All

Re: [rt-users] Modifying global RT homepage for all users?

2016-10-07 Thread Kenneth Marshall
On Fri, Oct 07, 2016 at 03:53:05PM -0400, Alex Hall wrote: > Hello list, yet again, > We're trying to add a saved search, to let the user view owned and CC-ed > tickets. I have the search made, and stored as a system-wide item. I have a > dashboard with the search on it. All users can select that

Re: [rt-users] Queue template not available for queue scripts

2016-10-07 Thread Kenneth Marshall
On Fri, Oct 07, 2016 at 11:36:13AM -0400, Alex Hall wrote: > Yes, that would be the ideal solution, and I would dearly love to have > that. From what I've seen so far, and from what people have said on this > list, it doesn't seem like RT can do that. If there's a way, I think > everyone who works

Re: [rt-users] Queue template not available for queue scripts

2016-10-07 Thread Kenneth Marshall
On Fri, Oct 07, 2016 at 11:24:06AM -0400, Alex Hall wrote: > Hello all, > I'm kind of jumping around, both trying to update the test RT instance and > do more with our production instance between other projects, so sorry for > seeming to be all over the place with questions. > > I've been asked

Re: [rt-users] Making ticket history easier to read

2016-10-05 Thread Kenneth Marshall
On Wed, Oct 05, 2016 at 09:20:06PM +0200, Joop wrote: > On 5-10-2016 14:33, Alex Hall wrote: > > Oh right, of course. Still not used to all the commands available, I > > guess. For anyone who is reading this and needs to locate the folder, > > I found it at > >

Re: [rt-users] Making ticket history easier to read

2016-10-04 Thread Kenneth Marshall
On Tue, Oct 04, 2016 at 05:10:57PM -0400, Alex Hall wrote: > Do you happen to know where that is on Debian? I can't locate a plugins > directory anywhere I've tried, and putting it in /usr/request-tracker4/etc > didn't seem to work correctly. Thanks. > Hi Alex, Try doing a find for a

Re: [rt-users] Making ticket history easier to read

2016-10-04 Thread Kenneth Marshall
On Tue, Oct 04, 2016 at 04:21:13PM -0400, Alex Hall wrote: > Thanks guys. For the RT::Extension::HistoryFilter, where should the config > file go and what should it have? The readme says to put it in /etc, but > that doesn't seem right. Even if it is, the readme never details the > options or

Re: [rt-users] Making ticket history easier to read

2016-10-04 Thread Kenneth Marshall
On Tue, Oct 04, 2016 at 07:13:12PM +0200, Joop wrote: > On 4-10-2016 16:31, Alex Hall wrote: > > Sorry to ask something I've already posted about, but this is the last > > major area my boss and coworkers are all continuing to ask me about. > > It's also one area on which I can find nothing at

Re: [rt-users] What is $HideUnsetFieldsOnDisplay?

2016-10-03 Thread Kenneth Marshall
On Mon, Oct 03, 2016 at 02:11:32PM -0400, Alex Hall wrote: > Hi all, > The only note for the configuration variable in the docs says "hides unset > fields on ticket display", which I knew from the variable name. But what is > an unset field, and is this on ticket creation as well? How do I unset a

Re: [rt-users] Pushing Tickets in queue the "pusher" is not a member of?

2016-09-28 Thread Kenneth Marshall
On Mon, Sep 26, 2016 at 06:02:53PM +0200, Patrick G. Stoesser wrote: > Hello there, > > I'm using RT 4.2.8. I'm having several queues for several departments. > > Now, tickets have to be pushed into other queues where then the > according department works on them. But the "pusher" should not be

Re: [rt-users] Best way to set up test RT instance?

2016-09-21 Thread Kenneth Marshall
On Wed, Sep 21, 2016 at 02:12:00PM -0400, Alex Hall wrote: > Do you run from source? If not, how did you direct RT to use alternative > paths during the install rather than using all the same ones and thus > failing to install or overriding existing files? > > Were I to attempt a source install

Re: [rt-users] Best way to set up test RT instance?

2016-09-21 Thread Kenneth Marshall
On Wed, Sep 21, 2016 at 12:50:51PM -0400, Alex Hall wrote: > Hello all, > I finally have RT sending out emails on the company's server, so we're > ready to move forward with testing things and making changes. To that end, > I'm wondering how everyone manages testing changes without affecting the >

Re: [rt-users] Database again stuck at SQLite?

2016-09-14 Thread Kenneth Marshall
On Wed, Sep 14, 2016 at 09:00:48AM -0400, Alex Hall wrote: > Hello all, > I'm getting a bit desperate. I have no idea why the setting in > 51-dbconfig-common and the main SiteConfig.pm file are both 'mysql', but > the error when my FCGI server starts clearly indicates that RT is trying to >

Re: [rt-users] Adding group to one-time CC/Admin CC for ticket?

2016-09-12 Thread Kenneth Marshall
On Mon, Sep 12, 2016 at 12:53:37PM -0400, Alex Hall wrote: > Hi all, > My boss has just been looking through RT, and he didn't like that everyone > in a queue was emailed for every ticket. I've removed queue staff and admin > groups as watchers so this won't happen again, and we'll rely on

Re: [rt-users] Moving Tickets in Bulk

2016-09-12 Thread Kenneth Marshall
On Mon, Sep 12, 2016 at 09:08:44AM -0700, Tim Gustafson wrote: > We just finished importing around 50,000 tickets from one RT instance > into another instance with its own large collection of tickets. The > rt-importer script put them into new queues (which we expected) rather > than the ones we

Re: [rt-users] Adding updated ticket details to emails?

2016-09-06 Thread Kenneth Marshall
On Tue, Sep 06, 2016 at 11:49:51AM -0400, Alex Hall wrote: > Hi again all, > Another question related to emails came up as we tested RT just now. My > coworker emailed in his ticket, and it got created. I went into the > website, set myself as the owner, 'rejected' the ticket, and wrote a text >

Re: [rt-users] Best web server for RT4?

2016-09-01 Thread Kenneth Marshall
On Thu, Sep 01, 2016 at 01:23:23PM -0400, Alex Hall wrote: > Hey all, > I think it's pretty clear by now that no one on this list uses Nginx (my > server of choice). So, I guess I'll try to use Apache instead, using the > official setup page: >

Re: [rt-users] requestor is able to reopen ticket

2016-08-17 Thread Kenneth Marshall
On Wed, Aug 17, 2016 at 11:22:30AM -0700, Aaron McCormack wrote: > This is a scrip that I've previously used on 4.2 to prevent the "thanks" > replies from reopening tickets: > https://rt-wiki.bestpractical.com/wiki/AutoOpenProblem > > I think education would be best, but this will squelch the

Re: [rt-users] Searching ticket subjects

2016-07-12 Thread Kenneth Marshall
On Tue, Jul 12, 2016 at 11:06:44PM +0530, Nilesh wrote: > ... > > > > Does the default RT strip that off? Because I'm not seeing in one recent > > > > duplicate created in the manner I described. > > > > > > > Ah it's hidden inside 'show full headers'. This is interesting. Is there > > > some

Re: [rt-users] Searching ticket subjects

2016-07-12 Thread Kenneth Marshall
On Tue, Jul 12, 2016 at 07:06:41PM +0530, Nilesh wrote: > On Tue, Jul 12, 2016 at 7:02 PM, Nilesh <m...@nileshgr.com> wrote: > > > On Tue, Jul 12, 2016 at 6:58 PM, Kenneth Marshall <k...@rice.edu> wrote: > > > >> On Tue, Jul 12, 2016 at 06:54:09PM +0530, Ni

Re: [rt-users] Searching ticket subjects

2016-07-12 Thread Kenneth Marshall
On Tue, Jul 12, 2016 at 07:02:02PM +0530, Nilesh wrote: > On Tue, Jul 12, 2016 at 6:58 PM, Kenneth Marshall <k...@rice.edu> wrote: > > > On Tue, Jul 12, 2016 at 06:54:09PM +0530, Nilesh wrote: > > > I don't think that's going to help me. > > > Let me giv

Re: [rt-users] Searching ticket subjects

2016-07-12 Thread Kenneth Marshall
On Tue, Jul 12, 2016 at 06:54:09PM +0530, Nilesh wrote: > I don't think that's going to help me. > Let me give you a scenario: > > Person A sends a mail to my queue with B and C in CC. RT sends autoreply to > all of them. Then B thinks there should be something added so he replies to > A's mail

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

2011-04-22 Thread Kenneth Marshall
On Fri, Apr 22, 2011 at 10:32:31AM -0400, Chris Hall wrote: Hello all, Question: How should I best handle a ticket with multiple comments? By multiple, I mean 400+. Here's the background. Our helpdesk had to deal w/ a widespread outage. Tons upon tons of ppl were calling in for the

Re: [rt-users] RT 3.8.9 + PostgreSQL 8.4.7 - missing/bad indexes

2011-04-15 Thread Kenneth Marshall
On Fri, Apr 15, 2011 at 12:09:58PM +1000, Jesse Vincent wrote: On Thu 14.Apr'11 at 15:26:33 +0200, V?clav Ovs?k wrote: Hi, because of horrible performance of spreadsheet export of tickets I found some badly created or missing indexes. I didn't investigate if other RDBMS schemas has

Re: [rt-users] Modifying the text in a ticket?

2011-04-13 Thread Kenneth Marshall
On Wed, Apr 13, 2011 at 10:07:51AM -0500, Chris Barnes wrote: Ok, this might be a stopid question. But I'm going to ask anyway. Is there an easy way for me to edit the text of things already in a ticket? For example, say I have a ticket and I add some comments (not sent to the

Re: [rt-users] How do I submit a ticket in behalf of a user?

2011-04-01 Thread Kenneth Marshall
On Thu, Mar 31, 2011 at 10:25:08PM -0400, Thomas Sibley wrote: On 31 Mar 2011 22:08, Rocel M. Lacida wrote: Hello All, Good Day! It's my first to post a mail to the mailing list so bear with me. First I am previous user of other ticketing system (Accord Trellis) and I have many

Re: [rt-users] Create tickets on mails without creating a real user record.

2011-04-01 Thread Kenneth Marshall
On Fri, Apr 01, 2011 at 11:12:13PM +0200, Jan Hugo Prins wrote: On 04/01/2011 04:05 PM, Kevin Falcone wrote: RT creates a user record for any email address associated with a ticket. That is a fundamental part of how RT works. Why are you concerned about this? Well, it's not that I'm

Re: [rt-users] MySQL to PostgreSQL for RT

2011-03-24 Thread Kenneth Marshall
There are procedures used by several different people who performed this migration in the wiki. None of them look particularly difficult. Cheers, Ken On Thu, Mar 24, 2011 at 03:10:16PM -0700, Simon Gao wrote: Hi, Have anyone successfully migrated RT database from MySQL to PostgreSQL?

Re: [rt-users] RT Ticket History Search

2011-03-09 Thread Kenneth Marshall
On Wed, Mar 09, 2011 at 08:30:11PM +0200, ronald higgins wrote: Greetings List Members, Does anyone know how to search through the ticket history. I'm trying to trace all the tickets that a particular user has worked on and not necessarily closed, possibly handed over to another user, is

Re: [rt-users] Search for tickets with unread comments

2011-03-04 Thread Kenneth Marshall
On Fri, Mar 04, 2011 at 06:41:16AM -0800, Yan Seiner wrote: Kevin Falcone wrote: Back to the New Messages behavior - it doesn't do that. It says No even if a new emailed comment appears. Is there a way to get the behavior I want? Are you the one updating the ticket? That isn't a

Re: [rt-users] Possible solution for assigning tickets to users

2011-03-04 Thread Kenneth Marshall
On Fri, Mar 04, 2011 at 04:43:46PM -0500, Mathew Snyder wrote: Right now our configuration limits who can own tickets in each queue. It used to be a flatter configuration in which anyone could own a ticket in any queue. This was cumbersome for more than one reason. It meant every user was

Re: [rt-users] Deactivate User Nobody

2011-03-03 Thread Kenneth Marshall
On Thu, Mar 03, 2011 at 01:09:31AM -0800, john s. wrote: Hello all, Is it possibe to deactivate the user nobody without any Disadvantages for the whole system? or is it a recipe for an proximate event? best regards john You will need to run through all the scrips and perl code

Re: [rt-users] Can't use an undefined value as a HASH reference at /opt/rt3/share/html/Admin/Users/index.html line 120, line 69.

2011-03-01 Thread Kenneth Marshall
On Tue, Mar 01, 2011 at 02:15:11PM +0100, hubert depesz lubaczewski wrote: On Tue, Mar 01, 2011 at 04:13:14PM +0300, Ruslan Zakirov wrote: Then something wrong with your setup. RT_Config.pm should contain defaults for this option. This is config from rather old version of rt moved across

Re: [rt-users] RTx::EmailCompletion adding name/other fields to pop down display

2011-02-25 Thread Kenneth Marshall
On Fri, Feb 25, 2011 at 11:17:02AM +, Giuseppe Sollazzo wrote: Hi all, we've been using RTx::EmailCompletion for a while very successfully. This is an extension that allows the user to see a pop down display of e-mail addresses upon insertion of a minimum number of characters. The

Re: [rt-users] Users Modify.html error with 3.8.8

2011-02-18 Thread Kenneth Marshall
On Thu, Feb 17, 2011 at 04:27:40PM -0600, Susan McClure wrote: I am attempting to upgrade to rt 3.8.8 and when I try, as SuperUser to Select a user's record under Config=Users I receive this error: RT::User::CurrentUserRequireToSetPassword Unimplemented in HTML::Mason::Commands.

Re: [rt-users] A way to skip a global scrip in one queue?

2011-02-17 Thread Kenneth Marshall
On Thu, Feb 17, 2011 at 11:03:54AM -0600, Jon Baker wrote: I have an RT system running about 25 queues. I have a global scrip that runs On Correspond to notify the requestor with the default Correspondence template. I have one queue that I'd like to use a different template (to have a

[rt-users] getting a group of ticket numbers

2011-02-09 Thread Kenneth Marshall
Maybe I cannot see the forest for the trees, but how can you select a group of ticket ids? You can type a single ticket number in the search box and that works, but what if you want tickets numbered 235-331? Any ideas? Cheers, Ken

Re: [rt-users] getting a group of ticket numbers

2011-02-09 Thread Kenneth Marshall
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Marshall Sent: Wednesday, February 09, 2011 9:39 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] getting a group of ticket numbers Maybe I cannot see the forest for the trees, but how can you select a group of ticket

Re: [rt-users] LVS and RT

2011-02-08 Thread Kenneth Marshall
On Mon, Feb 07, 2011 at 10:16:22PM -0700, Thierry Thelliez wrote: Hello, We have been playing with different redundant architectures. The system we are trying now is comprised of: 1- Two front end servers running an LVS based proxy system. Proxy to RT and also other apps. 2- The two

Re: [rt-users] Set ticket due date with email

2011-02-08 Thread Kenneth Marshall
On Tue, Feb 08, 2011 at 05:25:26PM -0430, Hernan Garcia wrote: Good evening guys, I am wondering if there's a way to set a ticket due date with the same email sent to create it in the first place (like any special string format in the subject or body of the email). Thanks in advance.

Re: [rt-users] Possible to stop rt-crontool from logging to ticket?

2011-02-04 Thread Kenneth Marshall
On Fri, Feb 04, 2011 at 10:31:05AM -0600, John Alberts wrote: I have setup some cronjobs to use rt-crontool to email reminders to a group email address about open tickets. This works great, but every time it sends an email, it logs it in the ticket history. This makes the ticket history

Re: [rt-users] Trying to modify the Quick Ticket function

2011-02-03 Thread Kenneth Marshall
On Thu, Feb 03, 2011 at 12:38:41PM -0600, Chris Barnes wrote: On the dashboard (is that it - the home?) there is this neat thing called Quick Ticket Creation. Because of the way we do things, this area is really only useful to us to log quickie, one time events. That is, * if one of the

Re: [rt-users] Any gotchas for load balancing RT's front end?

2011-01-28 Thread Kenneth Marshall
On Fri, Jan 28, 2011 at 04:35:01PM -0500, Todd Chapman wrote: We are looking at possibly load balancing RT's web front end. Our sessions are DB based. Are there any gotchas to consider? RT 3.6.3 (I know, I know) Thanks. -Todd We have not needed to do this for RT yet, but you

Re: [rt-users] Sphinx full-text search engine in RT

2011-01-11 Thread Kenneth Marshall
On Tue, Jan 11, 2011 at 09:00:51AM -0500, Steve McStravick wrote: This looks great, I hope to be trying this soon. I'll also try to integrate antiword, docx2text and pdftotext so we can search our RTFM documents. If/When I do, I'll be sure to update wiki! Steve I am not using sphinx for

Re: [rt-users] Modifying 10 highest tickets

2011-01-11 Thread Kenneth Marshall
On Tue, Jan 11, 2011 at 01:53:48PM +, Garry Booth wrote: Hi all Happy new year. Does anybody know if there is a way to globally change the default setup for 10 highest priority tickets I own? e.g: make it order by a custom field. I can easily do it for myself by simply editing the

Re: [rt-users] Custom field queries are very slow after 3.8.8 upgrade (from 3.6.10)

2011-01-06 Thread Kenneth Marshall
On Thu, Jan 06, 2011 at 01:50:19PM +0900, Georgi Georgiev wrote: Quoting Kenneth Marshall at 05/01/2011-08:14:10(-0600): On Wed, Jan 05, 2011 at 07:31:37PM +0900, Georgi Georgiev wrote: I am looking for some advice on how to speed up some queries using custom fields that got unusably slow

Re: [rt-users] Custom field queries are very slow after 3.8.8 upgrade (from 3.6.10)

2011-01-05 Thread Kenneth Marshall
On Wed, Jan 05, 2011 at 07:31:37PM +0900, Georgi Georgiev wrote: I am looking for some advice on how to speed up some queries using custom fields that got unusably slow after an upgrade from the RT 3.6 series to 3.8. We are currently running RT 3.6.10 on CentOS 5.5 with a postgresql back

Re: [rt-users] Can I add user info to ticket metadata?

2010-12-20 Thread Kenneth Marshall
On Mon, Dec 20, 2010 at 08:31:15AM -0600, Tollefsen, Lyle wrote: Hello, Is it possible to include users Identity, Location and Phone numbers info in the ticket metadata? I know I can grant ShowConfigTab and AdminUsers to give access to this info, but I want access to be read only and,

Re: [rt-users] advanced search w/ a sql call

2010-12-20 Thread Kenneth Marshall
On Mon, Dec 20, 2010 at 11:38:35AM -0500, Darin Perusich wrote: Hello, I'd like to search for tickets created w/in the past 7 days which can be done easily enough by creating a query where Created after some day, Created '2010-12-13'. I'd like to make this more dynamic so I go into

Re: [rt-users] Possible to downgrade DB from 3.8 to 3.6?

2010-12-13 Thread Kenneth Marshall
On Mon, Dec 13, 2010 at 11:43:14AM -0600, John Arends wrote: CPAN makes me cranky, but trying to package all the perl modules as RPMs makes me crankier. It's like wrapping one packaging system around another one, and fighting with both of them. The reality is, every time RHEL updates perl,

Re: [rt-users] Content searching takes a long time and runs multiple queries

2010-12-11 Thread Kenneth Marshall
On Sat, Dec 11, 2010 at 09:35:26AM +, Justin Hayes wrote: Thanks Ken. I certainly prefer the idea of using inbuilt DB server functionality to improve performance than an external tool hooked in. I'll probably look into a PostgreSQL migration first and see where that takes me. I hope

Re: [rt-users] RT Sending Email too SLOW

2010-12-10 Thread Kenneth Marshall
Hi Naresh, One thing that may be worth doing is to run a local caching DNS server. This can help prevent transient DNS problems with your ISP from tanking your RT performance. The best one that I know of and that we use on our RT system is called pdns-recursor-3.3. You can get it from

Re: [rt-users] Search Word document attachments?

2010-12-10 Thread Kenneth Marshall
On Fri, Dec 10, 2010 at 10:15:19AM -0500, Jeff Blaine wrote: We have the need to be able to search MS Word documents as part of RT search. Any ideas where to start on that? Thanks! You will need a MS Word - text converter. Then when an attachment is of type MSWord, run the converter to

Re: [rt-users] New Scrip to cascade TimeWorked Upwards for Parents

2010-12-10 Thread Kenneth Marshall
On Fri, Dec 10, 2010 at 11:22:51AM -0800, Kenneth Crocker wrote: To List, I use the parent/child relationships alot in my projects. I get tired of adding timeworked in a child and then add it again to the parent of that child and on and on upwards, including forks. So, I created scrip

Re: [rt-users] RT Sending Email too SLOW

2010-12-09 Thread Kenneth Marshall
It sounds like all of your problems are DNS related. Instead of disabling the lookups everywhere because they are busted, if you fixed them it would all just work. Barring that, you will need to disable the DNS lookup that is causing the slow mail problem. Good luck. Cheers, Ken On Thu, Dec 09,

Re: [rt-users] Content searching takes a long time and runs multiple queries

2010-12-08 Thread Kenneth Marshall
justin.ha...@openbet.com On 7 Dec 2010, at 19:40, Kenneth Marshall wrote: Hi Justin, In the wiki, there are fulltext index modifications for Oracle and PostgreSQL. I based the PostgreSQL version on the Oracle version and we use it here. It works very well indeed. It looks like the pre

Re: [rt-users] callback for Search/Simple.html not working on freebsd

2010-12-08 Thread Kenneth Marshall
On Wed, Dec 08, 2010 at 10:44:51AM +0300, alexander lunev wrote: 07.12.2010 17:51, Kenneth Marshall ??: Not to discourage you, but it is really better to not default to search resolved tickets. That number will grow without bound and eventually kill your performance. Also, how will you

Re: [rt-users] callback for Search/Simple.html not working on freebsd

2010-12-08 Thread Kenneth Marshall
On Wed, Dec 08, 2010 at 05:05:02PM +0300, alexander lunev wrote: 08.12.2010 16:58, Kenneth Marshall ??: I _need_ to search resolved tickets, and in simple search they're not searching. Besides, this is my first try to make callbacks work, and i'm planning to further customize RT for my

Re: [rt-users] callback for Search/Simple.html not working on freebsd

2010-12-07 Thread Kenneth Marshall
Not to discourage you, but it is really better to not default to search resolved tickets. That number will grow without bound and eventually kill your performance. Also, how will you NOT search the resolved tickets? My two cents. Cheers, Ken On Tue, Dec 07, 2010 at 05:47:06PM +0300, alexander

Re: [rt-users] Content searching takes a long time and runs multiple queries

2010-12-07 Thread Kenneth Marshall
You need to use a DB backend that supports fulltext indexing for content searchs to be fast. The actual query that you stated runs quickly, is only for the first 50 tickets. I do agree that running the same count() query twice for the same search is sub-optimal. I do not see how you could avoid

Re: [rt-users] Content searching takes a long time and runs multiple queries

2010-12-07 Thread Kenneth Marshall
display the first 50 etc. Which DB backend would work faster? Thanks, Justin - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com On 7 Dec 2010, at 17:40, Kenneth Marshall wrote: You need to use a DB backend

Re: [rt-users] RT and mySQL cluster?

2010-11-19 Thread Kenneth Marshall
On Fri, Nov 19, 2010 at 10:03:53AM -0700, Thierry Thelliez wrote: Hello all, Has anyone some experience running RT on top of MySQL Cluster? Feasible? Overkill? Any issues? We think that with our application we will see peaks/burts of tickets submissions. We want to be able to absorb

Re: [rt-users] Branded Queues and Privacy

2010-11-09 Thread Kenneth Marshall
Yes, you can assign the appropriate permissions to the queues. We had to remove so overly permissive global permission settings to get this to work correctly. You can use the RightsMatix module to help you track down problems. RT is pretty granular in its ACL design. We currently have several

Re: [rt-users] Why I am recommending 3.6 over 3.8 to my boss

2010-11-05 Thread Kenneth Marshall
On Fri, Nov 05, 2010 at 09:04:07AM -0400, Vick Khera wrote: On Nov 5, 2010, at 8:59 AM, Josh Narins wrote: They are never clobbered with: ./configure --prefix=/opt/local so now you need your own private copy of perl in /opt/local as well else the package system may clobber your

Re: [rt-users] Unread messages

2010-10-19 Thread Kenneth Marshall
Can you do a search with tickets that are last updated by someone who isn't you? Ken On Tue, Oct 19, 2010 at 03:14:41PM -0500, Kristofer Pettijohn wrote: Kenneth, I'm sorry, I may have not been clear on my request. I do want it to show the unread message notification. My issue with RT is

Re: [rt-users] memory leak after search

2010-10-12 Thread Kenneth Marshall
On Tue, Oct 12, 2010 at 01:58:14PM +0100, Raed El-Hames wrote: Hi: RT-3.8.7 Apache2 Mysql perl5 (revision 5 version 8 subversion 8) mod_perl2 v2.04; DBIx::SearchBuilder v1.56; DBD::mysql v4.005; DBI v1.605; When a user run a search that returns 5 tickets , the

Re: [rt-users] Slow PostgreSQL perf with 3.8.7

2010-09-22 Thread Kenneth Marshall
Hi Jeff, Wow, is that version of PostgreSQL old. Certainly there have been many, many performance improvements since v8.1.x. While upgrading would help, you really need to run an EXPLAIN ANALYZE for your slow queries to see if there is a problem area. Also, you should check to wiki to see if you

Re: [rt-users] Slow PostgreSQL perf with 3.8.7

2010-09-22 Thread Kenneth Marshall
= main.transactionid) Total runtime: 3722.252 ms (18 rows) rt3=# On 9/22/2010 12:24 PM, Kenneth Marshall wrote: Hi Jeff, Wow, is that version of PostgreSQL old. Certainly there have been many, many performance improvements since v8.1.x. While upgrading would help, you really need to run an EXPLAIN

Re: [rt-users] Slow PostgreSQL perf with 3.8.7

2010-09-22 Thread Kenneth Marshall
Did you performance problem go away? You may want to run a REINDEX on your tables to clear out any bloat which will degrade lookup performance, though. Ken On Wed, Sep 22, 2010 at 04:29:40PM -0400, Jeff Blaine wrote: On 9/22/2010 4:16 PM, Kenneth Marshall wrote: It should be called

Re: [rt-users] Question about On Queue Change Scrip Condition

2010-09-20 Thread Kenneth Marshall
You need to have a global scrip that check for a queue change and if the previous queue was the queue that you want to track or react to exits. Cheers, Ken On Mon, Sep 20, 2010 at 01:19:32PM -0400, David Moreau Simard wrote: Hi, We're running RT 3.8.8 and we need to fire a scrip when a

Re: [rt-users] can i see all tickets posted by my group?

2010-09-14 Thread Kenneth Marshall
I believe you will need to enumerate the members of your group in your query. Cheers, Ken On Tue, Sep 14, 2010 at 01:01:07PM +0200, peceka wrote: Hi, if there is a possibility to see all tickets which were created by members of group which i belong too? i tried to search such option in

Re: [rt-users] Need help with RT-SQL on days calculation

2010-09-13 Thread Kenneth Marshall
On Mon, Sep 13, 2010 at 10:38:54AM -0700, Kenneth Crocker wrote: To list, I've been to the wiki and did some googling but no joy. Most likely my inexperience with both. I'm trying to run a query in RT that will give me all open tickets that are due within the next 30 days. Simple enough,

Re: [rt-users] Need help with RT-SQL on days calculation

2010-09-13 Thread Kenneth Marshall
That should also be: Due '1 day ago' and not: Due 'today' Ken On Mon, Sep 13, 2010 at 12:47:11PM -0500, Kenneth Marshall wrote: On Mon, Sep 13, 2010 at 10:38:54AM -0700, Kenneth Crocker wrote: To list, I've been to the wiki and did some googling but no joy. Most likely my

Re: [rt-users] Slow Ticket History 3.8.8

2010-09-09 Thread Kenneth Marshall
One big win with enabling compression was that pages loaded in bigger pieces and you have less problems with users trying to type in an page that is unfinished with unpredictable results. With the DEFLATE on, the page all decompresses on the fast client instead of dribbling out from the server.

Re: [rt-users] Mandatory Subject - EMail

2010-09-08 Thread Kenneth Marshall
On Wed, Sep 08, 2010 at 09:16:11AM -0500, Peter Barton wrote: I have seen the RT-Extension-MandatorySubject plugin and this is great for opening tickets via the web interface. However, my company opens at least 90% of its tickets via email. Is there anything out that can enforce

Re: [rt-users] Mandatory Subject - EMail

2010-09-08 Thread Kenneth Marshall
On Wed, Sep 08, 2010 at 11:19:35AM -0400, Jason A. Smith wrote: On 09/08/2010 10:48 AM, Kenneth Marshall wrote: In principle, an informative bounce is okay. Unfortunately, it can be taken advantage of by unscrupulous mailers to send SPAM messages to other E-mail addresses with the consequent

Re: [rt-users] Move ticket queue on date expiry

2010-09-02 Thread Kenneth Marshall
On Thu, Sep 02, 2010 at 08:03:08AM -0700, Gareth Tupper wrote: Hallo Wonder if anyone can point me in the right direction. I'm using RT 3.8.6. I'd like to move tickets to a new queue if the 'updated' date is older than 3 days. The intention is to stop tickets getting lost languishing

Re: [rt-users] Using Sphinx with RT

2010-08-30 Thread Kenneth Marshall
On Mon, Aug 30, 2010 at 04:21:51PM +0200, Guadagnino Cristiano wrote: Hi all, is there anybody already using Sphinx with RT to implement fast and efficient full-text search? For RT developers: are there plans for implementing better full-text search in RT in the (near) future? What about

Re: [rt-users] 3.2.1 - 3.8.8 any major data schema changes?

2010-08-10 Thread Kenneth Marshall
The UPGRADING file covers all previous releases. Look at the version in the release to which you are upgrading. Cheers, Ken On Tue, Aug 10, 2010 at 09:41:52AM -0400, Mike Johnson wrote: Is there anywhere on the wiki that documents which releases can be upgraded to from each? I guess

Re: [rt-users] ExternalAuth workaround? while waiting for 0.9

2010-08-03 Thread Kenneth Marshall
hehe) On Tue, Aug 3, 2010 at 11:08 AM, Kenneth Marshall k...@rice.edu wrote: On Tue, Aug 03, 2010 at 10:59:15AM -0400, Mike Johnson wrote: Would this also ensure that when LDAP finds the matching email in RT's users, it'll update the other info to what LDAP has?(essentially

Re: [rt-users] Email Priority.

2010-08-03 Thread Kenneth Marshall
What about something like: http://wiki.bestpractical.com/view/ExtractCustomFieldValues Cheers, Ken On Tue, Aug 03, 2010 at 11:22:45AM -0700, Kenneth Crocker wrote: Mark, Priority is a number field in the DataBase and if you use the CBM command Priority: Urgent, RT will kick it out as the

Re: [rt-users] ExternalAuth workaround? while waiting for 0.9

2010-07-29 Thread Kenneth Marshall
On Thu, Jul 29, 2010 at 09:36:33AM -0400, Mike Johnson wrote: Greetings all, Has anyone that is using ExternalAuth developed a workaround for the new user creation issue with ExternalAuth? The issue was outlined in another rt-user message(I can't seem to find now). It relates to when

Re: [rt-users] Mysql queries slow

2010-07-22 Thread Kenneth Marshall
On Wed, Jul 21, 2010 at 06:19:51PM -0700, William Graboyes wrote: Hi List, As an example of what I am talking about the query `select count(id) from Attachments;` The returned result is 174039, but it takes 39.1549 seconds to return that simple query. The Transactions table returns 343259

Re: [rt-users] Mysql queries slow

2010-07-22 Thread Kenneth Marshall
On Thu, Jul 22, 2010 at 09:52:14AM -0700, William Graboyes wrote: Hi Ken, I do not have the full hardware specs. It is a hosted RT system. The specs that I do have access to are as follows: Probably a dual core single CPU system, speed unknown 2gb of ram 80 gb hd space they are using

Re: [rt-users] Quick Syntax check for $RTAddressRegexp setting

2010-07-22 Thread Kenneth Marshall
On Thu, Jul 22, 2010 at 03:32:13PM -0400, Mike Johnson wrote: Hi everyone, I just want to make sure i'm understanding the wiki properly... If I want to make sure RT doesn't create tickets using the following email addresses, helpd...@here.ca myhelpd...@here.ca helpd...@there.ca

Re: [rt-users] 10 newest unowned tickets

2010-07-21 Thread Kenneth Marshall
You will need to enable using SQL for ACLs in RT_SiteConfig.pm. It is beta/testing so buyer beware... Ken On Wed, Jul 21, 2010 at 10:45:48AM -0500, Mark Jenks wrote: I have an issue I am trying to figure out. The default search for unowned tickets is: Owner = 'Nobody' AND (

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