[rt-users] Scrip to leverage RT-Extension-HistoryFilter?

2016-06-09 Thread k...@rice.edu
Hi, I want to improve the signal to noise ratio from our system and due to early decisions on the need for notifications, we send too many info messages. Does anyone have a scrip that leverages the HistoryFilter user preference setting to control the types of transactions for which Email is sent,

Re: [rt-users] Content search: NOT LIKE

2016-05-12 Thread k...@rice.edu
On Thu, May 12, 2016 at 10:52:53AM +, raymond.teunis...@kpn.com wrote: > Hi Ken, > > Thanks, but i'm afraid this is not the case. I'm searching in tickets that do > not have replies (or comments) at all. The only correspondence is the > creation of the tickets (and it's contents). > >

Re: [rt-users] Content search: NOT LIKE

2016-05-11 Thread k...@rice.edu
On Wed, May 11, 2016 at 10:43:17AM +, raymond.teunis...@kpn.com wrote: > Hi all, > > There seems to be an issue with the contentsearch in RT, or at least, I'm > experiencing it :) > > When doing a search like : Queue = 'Queuename' AND Status = 'new' AND Content > LIKE 'searchphrase' > >

[rt-users] LDAPImport format options?

2016-04-28 Thread k...@rice.edu
Hi RT users, I am configuring the LDAPImport extension to replace an ancient local script with similar functionality and I am running into a format problem. I would like to have the RealName field as "surname, givenname". I can easily do "givenname surname" by just using the appropriate LDAP

Re: [rt-users] data replication RT server to RT server

2016-04-08 Thread k...@rice.edu
On Fri, Apr 08, 2016 at 03:02:19PM -0400, Boris Epstein wrote: > Hello listmates, > > Here is what I have in mind. > > Let us say I have a production RT instance. Let us call it rt_prod. Let us > also say I want to run a staging instance on which I would be testing new > versions, extensions,

Re: [rt-users] Automated time tracking

2016-03-29 Thread k...@rice.edu
On Tue, Mar 29, 2016 at 02:14:01PM -0400, Barton Chittenden wrote: > I was wondering if anyone knows of plugins that would allow for automatic > tracking of time worked. There seem to be several plugins that create > different interfaces for manually entering time (see >

Re: [rt-users] PostgreSQL full-text index default type: GiST or GIN

2016-03-20 Thread k...@rice.edu
On Fri, Mar 18, 2016 at 12:21:13AM -0700, Alex Vandiver wrote: > On Thu, 17 Mar 2016 17:47:50 -0500 > Matt Zagrabelny wrote: > > > I am curious about the benchmarks you used to make this determination? > > > In particular, the GIN fastscan option can dramatically improve

[rt-users] PostgreSQL full-text index default type: GiST or GIN

2016-03-19 Thread k...@rice.edu
Hi, I am working on an upgrade from 3.8.x to 4.4.x and I noticed the following comment in the UPGRADING-4.2 file: The full-text indexing defaults for PostgreSQL have changed; GiST is now the suggested index, as well as storing data in a separate AttachmentsIndex table. Both changes improve

Re: [rt-users] Option to Emulate another RT user from SuperUser

2015-11-12 Thread k...@rice.edu
On Thu, Nov 12, 2015 at 01:23:53PM -0500, Joe Kirby wrote: > At time some folks on campus report that RT is slow for them. > > I try to create a test user with the same access but this does not always > help me because they may have a lot of tickets or a dashboard item/report > that I cannot

Re: [rt-users] Help! I enabled Full Text search and now Simple search won't look at Subjects !!

2015-10-07 Thread k...@rice.edu
On Wed, Oct 07, 2015 at 02:51:16PM -0400, Al Joslin wrote: > I am running 4.2.11 > > I have install mariadb 10.0 > > I have enabled native mySQL full text search > > It works fine - EXCEPT: it seems that I can have Full Text -or- Subject from > the Simple Search box, but not both? > > If I

Re: [rt-users] Help! I enabled Full Text search and now Simple search won't look at Subjects !!

2015-10-07 Thread k...@rice.edu
On Wed, Oct 07, 2015 at 02:51:16PM -0400, Al Joslin wrote: > I am running 4.2.11 > > I have install mariadb 10.0 > > I have enabled native mySQL full text search > > It works fine - EXCEPT: it seems that I can have Full Text -or- Subject from > the Simple Search box, but not both? > > If I

[rt-users] 'Started' not being set when ticket status changes from 'New' -> 'xxx'

2015-09-11 Thread k...@rice.edu
Hi, I am debugging a problem where the 'Started' Date is not being set when the ticket status changes from 'new' to 'open' or 'resolved'. I found the code for when the 'Started' date is set using 'SetStarted()' that changes the status from 'new' to 'open', but not the code setting the 'Started'

Re: [rt-users] 'Started' not being set when ticket status changes from 'New' -> 'xxx'

2015-09-11 Thread k...@rice.edu
On Fri, Sep 11, 2015 at 10:48:12AM -0500, k...@rice.edu wrote: > Hi, > > I am debugging a problem where the 'Started' Date is not being > set when the ticket status changes from 'new' to 'open' or 'resolved'. > I found the code for when the 'Started' date is set us

Re: [rt-users] checking/changing default queue for a user

2015-07-21 Thread k...@rice.edu
On Tue, Jul 21, 2015 at 12:53:33PM -0400, Boris Epstein wrote: Hello again, And just to add to the confusion here: http://kb.mit.edu/confluence/display/istcontrib/Setting+your+Default+Queue+in+Request+Tracker Apparently, a setting is indeed supposed to exist to set this parameter. But I

Re: [rt-users] Custom Scripts to delete Emails by Subject line

2015-06-29 Thread k...@rice.edu
On Mon, Jun 29, 2015 at 10:02:39AM +, Lorraine Johnson wrote: Hello All, Is it possible to assign one ticket to more than one user as well as assign the same ticket to more than one queue? if it's possible how can I achieve that? Thank you Regards Lorraine Hi Lorraine, There

Re: [rt-users] spawn-fcgi crashing, is uWSGI an option?

2015-05-30 Thread k...@rice.edu
On Sat, May 30, 2015 at 04:49:00PM -0700, Aaron C. de Bruyn wrote: I have a demo of RT set up for my company. During testing, we found the spawn-fcgi process is slow and crashes often. If more than a few users are on the site, and/or more than few messages coming in through rt-mailgate,

Re: [rt-users] mail solutions

2015-05-26 Thread k...@rice.edu
On Tue, May 26, 2015 at 06:18:34PM +, Terry O'Leary wrote: We have 14 different queues so using fetchmail to manage the email accounts is useful for us. But that is where the problem lies as well I think. Fetchmail doesn’t seem to be deleting the email from the inbox consistently.

Re: [rt-users] ticket content search maybe doesn't work as excepted

2015-05-12 Thread k...@rice.edu
On Tue, May 12, 2015 at 05:11:59PM +0200, Christian Loos wrote: Hi, playing around with the ticket content search I discovered many false positive results. The _TransContentLimit [1] fetches all transaction, notably also the EmailRecord and CommentEmailRecord transactions which let the

Re: [rt-users] Queues, surveys for agents, and forms

2015-05-06 Thread k...@rice.edu
On Wed, May 06, 2015 at 10:17:27AM +0530, Geico Caveman wrote: Thanks Loic! I am glad to hear that it is easy to do so. But precisely **how** is the question. Does it go into the config file as a new block? That said, is it possible to move tickets between queues (ensuring that the ticket

Re: [rt-users] store data in flat files

2015-05-06 Thread k...@rice.edu
On Wed, May 06, 2015 at 09:30:19PM +, Aaron Guise wrote: Hi Marc, You can create actions and conditions in Flat files ( See http://requesttracker.wikia.com/wiki/WriteCustomAction#From_.22User_Defined.22_to_a_module ) I don't believe you can do this with templates though. A sidenote

[rt-users] SelectOwnerAutocomplete fails on mobile UI RT 4.2.10

2015-05-05 Thread k...@rice.edu
Hi RT users, While testing RT 4.2.10, I noticed that the user dropdown is replaced with a non-functional autocomplete box on both Android and iOS phones. Is the only way to fix that is to bump the limit up from 50? Regards, Ken

Re: [rt-users] Ticket history view: toggle all, comments / correspondence

2015-04-16 Thread k...@rice.edu
On Thu, Apr 16, 2015 at 09:06:13PM +, Karres, Dean wrote: Hi, We hope to replace an ancient, homegrown ticketing system with RT. There is a feature in the old system that my boss hopes is available in RT. This is the idea of a worklog. Not every queue or ticket will require such a

Re: [rt-users] profiling/monitoring on requesttracker

2015-04-15 Thread k...@rice.edu
On Wed, Apr 15, 2015 at 12:42:38PM +, Kotu, Srinath wrote: Hi All, I want to monitor the performance of my requesttracker and I wanted to ask the folks here if there exists any tool which can help in profiling/monitoring the performance of requesttracker. It would be very help if

Re: [rt-users] Could not load a valid user

2015-04-09 Thread k...@rice.edu
On Thu, Apr 09, 2015 at 12:34:33PM +, Daniel Moore wrote: Hello, I have an issue where we keep getting emails for ONE particular email that says Cannot load a valid user. I have already added this user into RT. I have even deleted and re-added him (I deleted it from the SQL database

Re: [rt-users] Could not load a valid user

2015-04-09 Thread k...@rice.edu
- From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of k...@rice.edu Sent: Thursday, April 09, 2015 8:02 AM To: Daniel Moore Cc: 'rt-users@lists.bestpractical.com' Subject: Re: [rt-users] Could not load a valid user On Thu, Apr 09, 2015 at 12:34:33PM +, Daniel

[rt-users] RT 4.2 DB access through DB session pooler?

2015-04-02 Thread k...@rice.edu
Hi RT community, We are working on an upgrade from RT 3.8.x to RT 4.2.x to get to a supported version of RT and take advantage of the new features and enhancements. In order to manage the PostgreSQL connections, we are using pgbouncer. Pgbouncer has several types of pooling that can be used:

Re: [rt-users] RT 4.2 DB access through DB session pooler?

2015-04-02 Thread k...@rice.edu
On Thu, Apr 02, 2015 at 01:21:17PM -0400, Alex Vandiver wrote: On Thu, 2 Apr 2015 09:30:13 -0500 k...@rice.edu k...@rice.edu wrote: We are working on an upgrade from RT 3.8.x to RT 4.2.x to get to a supported version of RT and take advantage of the new features and enhancements. In order

Re: [rt-users] Down System

2015-03-13 Thread k...@rice.edu
On Fri, Mar 13, 2015 at 11:55:41AM +, Bryon Baker wrote: I do not have the system set to allow automatic upgrades. It appears that it have been cause by some testing I was doing, delete a couple of test tickets that had a very large amount of transactions. The system seems to be

Re: [rt-users] fastcgi: comm with server aborted: read failed after installing RTIR

2015-03-10 Thread k...@rice.edu
On Tue, Mar 10, 2015 at 04:02:49PM -0500, Mario Góngora wrote: Hello, I am installing a RT instance with the RTIR plugin. When the plugin finished the installation the server showed a Internal Server Error in the Web Browser. We are using RT 4.2.9 and RTIR 3.2.0 versions. Below are the

Re: [rt-users] Loading requests in batch mode ? RT 4.2.9

2015-03-03 Thread k...@rice.edu
On Mon, Mar 02, 2015 at 04:52:17PM -0700, huotg01 wrote: As said earlier, I'm now using another tool to manage our requests. With this other system, it is possible to export all the still opened tickets, with dates when available.I would like to load, in batch, all these tickets in RTIs there

Re: [rt-users] RT customize SendEmail.pm

2015-01-30 Thread k...@rice.edu
On Fri, Jan 30, 2015 at 11:01:36AM +0100, Sternberger, Sven wrote: Hello! - Ursprüngliche Mail - Von: k...@rice.edu That sounds like a really, really bad idea. This is a great way to start a mail loop, having a program Email itself. Why are you trying to do this? all emails

Re: [rt-users] RT customize SendEmail.pm

2015-01-28 Thread k...@rice.edu
On Wed, Jan 28, 2015 at 10:40:32AM +0100, Sternberger, Sven wrote: Hello! I want to modify the SendEmail.pm module, to disable the check for RTAdresses, so we want to send emails even if RT thinks they are RT email adresses. I would copy the file SendEmail.pm to SendEmail_Local.pm and

Re: [rt-users] RT eats table-tags in html-emails

2015-01-16 Thread k...@rice.edu
On Fri, Jan 16, 2015 at 06:49:05AM -0700, vinz wrote: RT is pruning the table, td and tr -tags from emails when you look at them at the Ticket/Display.html -page, is there a way to stop RT from doing this? I tried enabling Rich text (HTML) in my preferences and looked at

Re: [rt-users] Migrating maildomain

2014-12-19 Thread k...@rice.edu
On Fri, Dec 19, 2014 at 09:13:18AM +0100, markus.wildb...@eu.magna.com wrote: Hi guys! We are currently in a corporate-wide migration process of our mail domains. Old domain: @xy.company.com New domain: @company.com We are using ExternalAuth to connect to our LDAP. At the moment, the

Re: [rt-users] How do the 'One-time Cc' and 'One-time Bcc' lists get populated

2014-12-17 Thread k...@rice.edu
Cc/Bcc option. :( I tried to find a commandline script to pull the addresses to see if I could figure out where the address is originating, but I did not succeed. It would be fine if the address was only added if it was Cc-ed earlier. Regards, Ken On 17 December 2014 at 06:39, k...@rice.edu k

Re: [rt-users] How do the 'One-time Cc' and 'One-time Bcc' lists get populated

2014-12-17 Thread k...@rice.edu
On Wed, Dec 17, 2014 at 11:50:38AM -0500, Kevin Falcone wrote: On Wed, Dec 17, 2014 at 08:55:20AM -0600, k...@rice.edu wrote: I have is that even for new test tickets created by Email that I send which definitely does not have the address in question as a Cc, the address is added as a one

Re: [rt-users] How do the 'One-time Cc' and 'One-time Bcc' lists get populated

2014-12-16 Thread k...@rice.edu
On Tue, Dec 16, 2014 at 11:32:24AM -0600, Matt Zagrabelny wrote: On Mon, Dec 15, 2014 at 4:08 PM, k...@rice.edu k...@rice.edu wrote: Hi RT Users, I am trying to clear an address that keeps appearing in the One-time Cc/Bcc list on the Reply form for a ticket. The user is no longer here

Re: [rt-users] How do the 'One-time Cc' and 'One-time Bcc' lists get populated

2014-12-16 Thread k...@rice.edu
On Mon, Dec 15, 2014 at 04:08:52PM -0600, k...@rice.edu wrote: Hi RT Users, I am trying to clear an address that keeps appearing in the One-time Cc/Bcc list on the Reply form for a ticket. The user is no longer here, but the address keeps showing up in the Reply form for new tickets. How

[rt-users] How do the 'One-time Cc' and 'One-time Bcc' lists get populated

2014-12-15 Thread k...@rice.edu
Hi RT Users, I am trying to clear an address that keeps appearing in the One-time Cc/Bcc list on the Reply form for a ticket. The user is no longer here, but the address keeps showing up in the Reply form for new tickets. How is that list constructed? Regards, Ken

Re: [rt-users] newbie queue managemnet question: bulk actions

2014-10-07 Thread k...@rice.edu
On Tue, Oct 07, 2014 at 04:20:26PM +, Karres, Dean wrote: Hi, I am still demo-ing RT as a replacement for our aging home-built ticketing system. I currently have RT setup in parallel with our current system. All in-bound messages are copied. One goes to the active system and the

Re: [rt-users] '.' as delimiter/boundary breaks domain name searches

2014-10-02 Thread k...@rice.edu
On Thu, Oct 02, 2014 at 10:56:56AM -0400, Kevin Falcone wrote: On Wed, Oct 01, 2014 at 03:50:43PM -0400, Jeff Blaine wrote: [ Similar, but unrelated to my other message from 10 minutes ago. ] It appears any '.' is interpreted as a word boundary with Pg full-text indexing turned on.

Re: [rt-users] deleting attachments

2014-09-09 Thread k...@rice.edu
On Tue, Sep 09, 2014 at 01:52:25PM +0300, Woody - Wild Things wrote: Hello, My rt4 database has now hit 10GB and i want to clean it out by removing some old attachments. As far as i an see from rt-shredder attachments can only be removed by size, and not created before a certain date. Can

Re: [rt-users] Cannot creat articles with content

2014-09-03 Thread k...@rice.edu
On Wed, Sep 03, 2014 at 04:13:22PM -0500, Donald Harper wrote: Hello, folks. I am running RT 4.2.6 under FreeBSD 10.0-RELEASE, with perl5 5.16.3_11 and apache22 2.2.27_6 and I am trying to create articles either from a ticket (Display ticket - Actions - Extract Article) or directly with a

Re: [rt-users] Catch all ticket changes in one scrip

2014-08-22 Thread k...@rice.edu
On Fri, Aug 22, 2014 at 05:49:29AM -0700, andriusk wrote: Hello, I'm trying to figure out, how can I catch all the changes made to ticket fields in one scrip. It would be like OnUpdateTicket script, which will gather all the changes made, and sync them with DB outside trought REST. Is

Re: [rt-users] RT Performance Tuning

2014-08-13 Thread k...@rice.edu
On Wed, Aug 13, 2014 at 01:35:16AM -0500, Lists wrote: Hi All, I am getting ready to deploy RT 4.2.6 to a large population of users. We are currently running RT 3.8.1 so I expect they will see a pretty good speed improvement. I was wondering if there are any other tweaks or optimizations

[rt-users] RTIR for RT 4.2?

2014-06-20 Thread k...@rice.edu
Hi, Are we any closer to an ETA for a RT 4.2 compatible RTIR? We are currently on the unsupported 3.8 series and would prefer to upgrade to the current release of RT, instead of starting behind the curve. Regards, Ken -- RT Training - Boston, September 9-10 http://bestpractical.com/training

Re: [rt-users] Ticket replies not going to another queue

2014-05-30 Thread k...@rice.edu
On Fri, May 30, 2014 at 12:56:17PM +, Guadagnino Cristiano wrote: Hi all, RT usage is taking off lately here: we started with one division using it, and now there are four divisions using it and a fifth coming soon. We have been using just one RT instance, using groups and ACLs to

Re: [rt-users] Maximum recipients allowed

2014-05-19 Thread k...@rice.edu
On Mon, May 19, 2014 at 02:41:19PM +0200, Olivier Lumineau wrote: Hi, we are using RT 3.8.7, and to filter spam more efficiently, I wanted to know if there was an easy way in RT to limit ticket recipients (to + cc + bcc) . I don't want more than 10 or 15 recipients by ticket, to prevent

Re: [rt-users] FullTextSearch the parts of word

2014-04-09 Thread k...@rice.edu
On Wed, Apr 09, 2014 at 05:53:35PM +0400, Arkady Glazov wrote: Hi, I have installed RT 4.2 with PostgreSQL FullTextSearch. In base i can search only the whole word. Is in possible search only for parts of word? -- Best regards, Arkady Glazov http://globster.ru Hi Arkady, What do you

Re: [rt-users] Use default global scrips for all queues but one?

2014-04-08 Thread k...@rice.edu
On Tue, Apr 08, 2014 at 11:48:03AM -0400, Jeff Blaine wrote: Hi all, We 8 queues, all of which make use of the default global scrips. We have a need to set up 1 more queue where we don't want some of the global scrips to run (we want to override some or do away with some entirely).

Re: [rt-users] Forward an entire ticket w/ history to another RT system - Possible?

2014-04-07 Thread k...@rice.edu
On Mon, Apr 07, 2014 at 06:47:52PM +, Cena, Stephen (ext. 300) wrote: We're having a little political issue right now. We're looking to add another queue to our service department, but the manager feels it shouldn't be a part of the service desk. One request I'm getting is if a ticket

Re: [rt-users] Add 'Owner' dropdown on Display.html?

2014-03-18 Thread k...@rice.edu
On Tue, Mar 18, 2014 at 12:09:02PM +, Baz wrote: html head meta http-equiv=content-type content=text/html; charset=ISO-8859-1 /head body bgcolor=#FF text=#00 font face=Helvetica, Arial, sans-serif I'd like to be able to change the owner of the ticket from

Re: [rt-users] Full text search/index - Migrate to Postgres or MySQL + Sphinx?

2014-03-13 Thread k...@rice.edu
On Thu, Mar 13, 2014 at 02:47:10PM +, Mark Goodge wrote: On 13/03/2014 14:32, Kevin Falcone wrote: On Thu, Mar 13, 2014 at 02:06:40PM +, Mark Goodge wrote: On 13/03/2014 14:00, Cena, Stephen (ext. 300) wrote: We currently run two RT 4.0.19 systems on Ubuntu 12.04LTS and MySQL 5.5.35.

Re: [rt-users] RT::Authen::ExternalAuth LDAPS

2014-03-04 Thread k...@rice.edu
TLS would still be over port 389 if it was being used. Regards, Ken On Tue, Mar 04, 2014 at 11:29:48AM -0600, Dewhirst, Rob wrote: I am successfully authenticating via LDAP (cleartext) over TCP 389 using RT::Authen::ExternalAuth However, once I change: Set($ExternalServiceUsesSSLorTLS,

Re: [rt-users] Encrypting the DB password in RT_Siteconfig

2014-01-07 Thread k...@rice.edu
On Tue, Jan 07, 2014 at 09:36:03PM +, Brent Wiese wrote: Is there a way to use an encrypted value for $DatabasePassword in RT_Siteconfig? Thanks, Brent Hi Brent, DBD::Pg uses the libpq library, which supports GSSAPI. You could use that for your authentication instead -- at least if

Re: [rt-users] RT loses MySQL connection

2013-11-25 Thread k...@rice.edu
On Sat, Nov 23, 2013 at 08:35:06AM -0800, Jay Christopherson wrote: Interestingly, adjusting the wait_timeout to the default (8 hours) worked great - for 8 hours. After that 8 hours, RT once again lost all connectivity to the database. Running a show processlist on MySQL showed that RT had

Re: [rt-users] RT loses MySQL connection

2013-11-22 Thread k...@rice.edu
On Thu, Nov 21, 2013 at 06:05:23PM -0800, Jay Christopherson wrote: No, no entries beyond the startup messages. I thought maybe there would be some connection errors (a flush-hosts situation or something), but nothing. On Thu, Nov 21, 2013 at 6:02 PM, Alex Vandiver

Re: [rt-users] Searching in RT

2013-08-30 Thread k...@rice.edu
On Fri, Aug 30, 2013 at 06:20:27PM +, Bryon Baker wrote: I have ran into an issue when search for tickets. I am searching for a number in the subject line when I am doing this RT assumes that I am search for a ticket number. Is there something I can do to change this behavior? I am

Re: [rt-users] nginx / varnish / apache with RT?

2013-08-06 Thread k...@rice.edu
On Tue, Aug 06, 2013 at 09:04:25PM +1000, Chris Herrmann wrote: Hi all, i've been playing with an NVA setup for some lamp sites (Joomla) and the scaling is looking pretty amazing... still early days but initial results look very promising. anyway, it got me thinking to whether varnish

Re: [rt-users] Inventory Type Add-On

2013-07-30 Thread k...@rice.edu
On Tue, Jul 30, 2013 at 03:35:30PM -0400, Matt Brennan wrote: Good Day, I was looking, and don't see anything, so I'm wondering if this exists. We are considering adding a queue to RT to track hardware repairs. As such, we would want to keep a list of parts on hand, and be able to

Re: [rt-users] Inventory Type Add-On

2013-07-30 Thread k...@rice.edu
On Tue, Jul 30, 2013 at 03:54:21PM -0400, Matt Brennan wrote: I had considered using AT to track the devices themselves that are being repaired. I had thought about whether there was a way to use AT to do this, but I don't see any way to create a finite supply of parts and to subtract from

Re: [rt-users] SOS:: many mysql processes are killing RAM, why?

2013-07-23 Thread k...@rice.edu
On Tue, Jul 23, 2013 at 10:14:39AM +0800, Craig Ringer wrote: On 07/19/2013 11:42 PM, Alex Decalli wrote: I have RT 3.8 on mysql 5.1 on ubuntu 11.04. Why do I have many mysql processes they are bringing down RAM. Quite likely you have too many Apache workers with mod_perl, or too many

Re: [rt-users] RT session cleanup - session table size

2013-07-09 Thread k...@rice.edu
On Tue, Jul 09, 2013 at 12:02:17PM +0800, Craig Ringer wrote: On 07/07/2013 08:21 PM, Alex Decalli wrote: Hello everybody I want to cleanup my session table, it is already about 1 Gigabyte! I hit: me@myserver:~$ sudo rt-clean-sessions --debug --older 1M That reminds me - is there any

Re: [rt-users] Possible to edit ticket content?

2013-06-28 Thread k...@rice.edu
On Fri, Jun 28, 2013 at 07:05:29AM +, Johan Sjöberg wrote: Hi We have a ticket that has grown extremely large because of many mails and lots of included quotes. This means that it takes forever to open in RT. Is it possible to edit the database and truncate the content in each post? It

Re: [rt-users] Can a scrip do a search like RT::Client::REST does?

2013-06-13 Thread k...@rice.edu
On Thu, Jun 13, 2013 at 10:38:06AM -0700, Landon wrote: My scrip looks for currently open Incidents that are related to each of the IP addresses in CF.{IP} on an Incident Report. If it finds one it links the Incident Report to that Incident thus making it unnecessary for someone to do it

Re: [rt-users] RT behavior when CCs are present in a ticket

2013-05-30 Thread k...@rice.edu
On Thu, May 30, 2013 at 12:04:39PM +, Guadagnino Cristiano wrote: Hi all, I have received a few complaints from users about a feature of RT. After a little experimenting, I find that those complaints are partially reasonable, so I want to share them with you and get some feedback. When

Re: [rt-users] Problem with multple new tickets on same subject

2013-05-28 Thread k...@rice.edu
On Tue, May 28, 2013 at 11:16:03AM -0400, Asif Iqbal wrote: On Thu, May 9, 2013 at 1:23 PM, k...@rice.edu k...@rice.edu wrote: On Thu, May 09, 2013 at 05:14:59PM +0100, Mª Eugenia Moreno wrote: I am not sure if there is any solution to this. I have been digging everywhere

Re: [rt-users] Problem with multple new tickets on same subject

2013-05-28 Thread k...@rice.edu
On Tue, May 28, 2013 at 12:23:59PM -0400, Asif Iqbal wrote: On Tue, May 28, 2013 at 12:20 PM, Kenneth Crocker kenn.croc...@gmail.comwrote: We had the same problem and opted to train our users to NOT use Reply All and then we put that instruction in ALL our templates at the top. We

Re: [rt-users] Problem with multple new tickets on same subject

2013-05-09 Thread k...@rice.edu
On Thu, May 09, 2013 at 05:14:59PM +0100, Mª Eugenia Moreno wrote: I am not sure if there is any solution to this. I have been digging everywhere for information but I couldn't find any solution. I am currently using RT 4 as the ticketing system in my company. Below is the scenario:

Re: [rt-users] Problems with Newest unowned and queue permissions

2013-05-07 Thread k...@rice.edu
On Tue, May 07, 2013 at 07:44:15AM +, Johan Sjöberg wrote: Hi. We have a number of queues for different departments. I have created groups for the staff and set these groups as Admin CC on their respective queues. The problem I have is that the NN newest unowned tickets isn't working

Re: [rt-users] Retrieving CustomFields with RT-Jasper

2013-04-29 Thread k...@rice.edu
On Mon, Apr 29, 2013 at 08:23:34PM +0400, Ruslan Zakirov wrote: On Mon, Apr 29, 2013 at 10:41 AM, Michael Keetman michael.keet...@qcn.com.au wrote: Hello, ** ** I am not entirely sure this is the right forum for this question, however the only other information I can find

Re: [rt-users] Migration to a new server

2013-04-05 Thread k...@rice.edu
On Fri, Apr 05, 2013 at 05:16:44PM +0100, Gary Mason wrote: Hi, I have inherited an RT 3.6.7 system with around 300,000 tickets in it, taking up about 40GB of disk space. The hardware this runs on is getting on a bit, and response times are now getting to the frustratingly slow point.

Re: [rt-users] CanonicalizeEmailAddressMatch

2013-03-29 Thread k...@rice.edu
On Fri, Mar 29, 2013 at 07:10:53AM -1000, Camron W. Fox wrote: Alle, Is it possible to use multiple entries for CanonicalizeEmailAddressMatch? For example: Set( $CanonicalizeEmailAddressMatch, '@example\.ac\.jp$|@example\.org$|@example\.com$'); Best Regards, Camron Hi Camron,

Re: [rt-users] Extract ticket contents into file(s)

2013-03-26 Thread k...@rice.edu
On Tue, Mar 26, 2013 at 02:09:51PM -0400, Mark Komarinski wrote: I'm writing here while I do my own investigation due to time constraints. I got a request from a set of RT users to get the ticket contents in a file that can be parsed to categorize the ticket purpose. Setting aside the fact

[rt-users] Problem with RT-Extension-RepliesToResolved-0.02

2013-03-06 Thread k...@rice.edu
Dear RT community, I have installed the extension RT-Extension-RepliesToResolved-0.02 in my RT 3.8.13 installation. The scrip and scripaction are in the database, but when I tested it on an old ticket, it recognized the ticket as old but still re-opened it and did not create a new ticket. Here is

Re: [rt-users] Problem with RT-Extension-RepliesToResolved-0.02

2013-03-06 Thread k...@rice.edu
On Wed, Mar 06, 2013 at 11:27:48AM -0500, Kevin Falcone wrote: On Wed, Mar 06, 2013 at 09:43:04AM -0600, k...@rice.edu wrote: I have installed the extension RT-Extension-RepliesToResolved-0.02 in my RT 3.8.13 installation. The scrip and scripaction are in the database, but when I tested

Re: [rt-users] Suppressing RT System itself entries in Ticket History

2013-02-23 Thread k...@rice.edu
On Fri, Feb 22, 2013 at 04:14:29PM -0800, Thomas Sibley wrote: On 02/22/2013 04:03 PM, k...@rice.edu wrote: On Fri, Feb 22, 2013 at 09:04:20PM +, Raymond Corbett wrote: Is there a way to suppress the display of the RT System itself entries in Ticket Display? The ones

Re: [rt-users] Suppressing RT System itself entries in Ticket History

2013-02-23 Thread k...@rice.edu
On Sat, Feb 23, 2013 at 08:58:57PM +0100, Joop wrote: Raymond Corbett wrote: Is there a way to suppress the display of the RT System itself entries in Ticket Display? The ones such asThe RT System itself -- Outgoing email recorded Have a look at RT::Extension::HistoryFilter, I

Re: [rt-users] Suppressing RT System itself entries in Ticket History

2013-02-22 Thread k...@rice.edu
On Fri, Feb 22, 2013 at 09:04:20PM +, Raymond Corbett wrote: Is there a way to suppress the display of the RT System itself entries in Ticket Display? The ones such asThe RT System itself - Outgoing email recorded Hi Ray, We use something like this for RT 3.8.1x: /opt/rt3 diff

Re: [rt-users] Ticket Image attach corruption

2013-02-07 Thread k...@rice.edu
On Thu, Feb 07, 2013 at 08:58:33AM -0500, Joshua Lansford wrote: Thanks to whoever credit is due for the RT program. I have been looking for a while for a bug tracking system I could convince my company to use. I am now rolling out RT for our company and almost everyone I talk to about it is

Re: [rt-users] how to make updates to already existing tickets or records reflected into indexes quickly

2013-02-04 Thread k...@rice.edu
On Mon, Feb 04, 2013 at 10:28:23PM +0530, Subin wrote: Hello all, Thanks to Arkadiusz Miskiewicz for sharing his knowledge here: http://lists.fsck.com/pipermail/rt-users/2011-August/072464.html My question is based exactly on this config which I find is good. As per my understanding

Re: [rt-users] how to make updates to already existing tickets or records reflected into indexes quickly

2013-02-04 Thread k...@rice.edu
On Mon, Feb 04, 2013 at 10:50:05PM +0530, Subin wrote: Hi Ken, Sorry I may not have got you. So isn't there a workaround for the issue with **existing* *records? I think I need not change DB since I've already compiled MySQL with 'sphinxse'. It is the sphinx configuration I'm concerned

Re: [rt-users] how to make updates to already existing tickets or records reflected into indexes quickly

2013-02-04 Thread k...@rice.edu
On Mon, Feb 04, 2013 at 12:56:38PM -0600, k...@rice.edu wrote: On Mon, Feb 04, 2013 at 10:50:05PM +0530, Subin wrote: Hi Ken, Sorry I may not have got you. So isn't there a workaround for the issue with **existing* *records? I think I need not change DB since I've already compiled

Re: [rt-users] command by mail line breaker

2013-01-31 Thread k...@rice.edu
On Thu, Jan 31, 2013 at 06:52:27AM +, Thomas Lau wrote: Got a slight problem on command by mail. I'm trying to update a multi line test box but I can only update it via example 1 instead of example 2, any idea how to add in a line break? Eg1 Cf.{Summary}: line 1 Line 2 -- this will

[rt-users] UseSQLForACLChecks performance problem on RT 3.8

2013-01-31 Thread k...@rice.edu
Dear RT community, While investigating performance issues caused by enabling the option UseSQLForACLChecks, a big cause of the slowdown was drawing the QuickSeach panel and its resulting DB queries. In RT4 they have been consolidated into a single query. I have attached a patched version of

Re: [rt-users] UseSQLForACLChecks performance problem on RT 3.8

2013-01-31 Thread k...@rice.edu
On Thu, Jan 31, 2013 at 09:02:59PM +0400, Ruslan Zakirov wrote: On Thu, Jan 31, 2013 at 8:45 PM, k...@rice.edu k...@rice.edu wrote: Dear RT community, While investigating performance issues caused by enabling the option UseSQLForACLChecks, a big cause of the slowdown was drawing

Re: [rt-users] UseSQLForACLChecks performance problem on RT 3.8

2013-01-31 Thread k...@rice.edu
On Fri, Feb 01, 2013 at 03:28:35AM +0400, Ruslan Zakirov wrote: On Thu, Jan 31, 2013 at 10:24 PM, k...@rice.edu k...@rice.edu wrote: On Thu, Jan 31, 2013 at 09:02:59PM +0400, Ruslan Zakirov wrote: On Thu, Jan 31, 2013 at 8:45 PM, k...@rice.edu k...@rice.edu wrote: Dear RT community

Re: [rt-users] Odd number of elements in anonymous hash error

2013-01-26 Thread k...@rice.edu
On Sat, Jan 26, 2013 at 01:10:19PM -0500, Tim Dunphy wrote: Also this server has 2GB of ram. Generally speaking is that enough to run RT 4.02 on? Thanks tim Hi Tim, If the DB is on the same machine, not really. Version 3.2 worked okay with 2GB, 3.6 worked okay with 4-8GB and that is the

Re: [rt-users] UseSQLForACLChecks / CurrentUserCanSee

2013-01-25 Thread k...@rice.edu
On Fri, Jan 25, 2013 at 02:15:02AM +0400, Ruslan Zakirov wrote: On Fri, Jan 25, 2013 at 1:52 AM, k...@rice.edu k...@rice.edu wrote: We are running version 3.8.13 with a PostgreSQL 9.2 backend. I will try to look into it further and see if I can locate the cause of the pathological

[rt-users] UseSQLForACLChecks / CurrentUserCanSee

2013-01-24 Thread k...@rice.edu
Dear RT community, I have been testing the option UseSQLForACLChecks which is based on the function CurrentUserCanSee and the initial testing is disappointing. Here are 3 representative front page loads with and without SQL-checks enabled: with-SQL: 16s, 13.8s, 14.5s --- 14.7s average no-SQL:

Re: [rt-users] UseSQLForACLChecks / CurrentUserCanSee

2013-01-24 Thread k...@rice.edu
On Fri, Jan 25, 2013 at 01:08:30AM +0400, Ruslan Zakirov wrote: On Fri, Jan 25, 2013 at 12:57 AM, k...@rice.edu k...@rice.edu wrote: Dear RT community, I have been testing the option UseSQLForACLChecks which is based on the function CurrentUserCanSee and the initial testing

Re: [rt-users] Searching Ticket Bodies

2013-01-08 Thread k...@rice.edu
On Tue, Jan 08, 2013 at 11:08:20AM -0800, Tim Gustafson wrote: http://bestpractical.com/rt/docs/latest/RT_Config.html#FullTextSearch http://bestpractical.com/rt/docs/latest/full_text_indexing.html These are also shipped with RT itself as doc in etc/RT_Config.pm and

Re: [rt-users] question

2013-01-06 Thread k...@rice.edu
On Sun, Jan 06, 2013 at 09:27:02AM +, Yetomiwa Jabar wrote: Hi, please i just registered for rt users, where and how do i log in to paste my questions? Welcome, You just asked your first question. :) You send a text Email to this address with your questions. Then someone may have

Re: [rt-users] request

2013-01-06 Thread k...@rice.edu
On Sun, Jan 06, 2013 at 09:38:26AM +, Yetomiwa Jabar wrote: Hello, PLease i have been trying to install request tracker on my ubuntu 12.04 since four weeks ago with no major headways, i have been stocked at different junctions.Now that i have been able to join rtusers, can any one give

[rt-users] RTx-From gives a cross-site error...

2012-12-21 Thread k...@rice.edu
Dear RT users, You can click through but it adds an additional step and alarms the users. Does anyone have any pointers to documentation about how to fix these types of problems within RT 3.8? Regards, Ken

Re: [rt-users] Slower ticket display with RT-IR installed

2012-12-17 Thread k...@rice.edu
Dear RT community, Now that we have a finished install for grins I pulled the Time to display values for 4 typical pages from RT with and without the RT-IR plugin enabled: Effect of RTIR on RT 3.8.13+security patches responsiveness: w/o RTIR: front page - Time to display: 0.77 tickets new

Re: [rt-users] Error on Mark all messages as seen in ticket

2012-12-13 Thread k...@rice.edu
Hi RT community, We figured out the problem -- a bad case of local modifications. Sorry for the interruption. Regards, Ken On Wed, Dec 12, 2012 at 05:41:56PM -0600, Susan K. McClure wrote: Hi, I am getting an error when trying to click on the link in a ticket to jump to the first unread

[rt-users] Slower ticket display with RT-IR installed

2012-12-05 Thread k...@rice.edu
Dear RT community, I have been trying to track down some ticket display slowdowns for our upgrade from 3.8.5 to 3.8.13+security patches. One difference in the new version is that we have the latest RT-IR installed. Now there is a noticable pause during the population of the ticket metadata right

Re: [rt-users] Slower ticket display with RT-IR installed

2012-12-05 Thread k...@rice.edu
On Wed, Dec 05, 2012 at 07:55:23PM +0400, Ruslan Zakirov wrote: On Wed, Dec 5, 2012 at 7:11 PM, k...@rice.edu k...@rice.edu wrote: Dear RT community, I have been trying to track down some ticket display slowdowns for our upgrade from 3.8.5 to 3.8.13+security patches. One difference

Re: [rt-users] RT setup and Postgres object ownership

2012-11-27 Thread k...@rice.edu
Hi Darren, You can grant access using roles in PostgreSQL. So even though the DB is owned by postgres, your configured rt user can still access the data. Cheers, Ken On Mon, Nov 26, 2012 at 03:50:58PM -0700, Darren Spruell wrote: Recent user of RT on PostgreSQL backend (a couple of years on

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