[rt-users] DB performance

Hi, Currently our RT DB is about 308M. Not much but with nagios alerts, production issues, customer problems, Im seeing the DB growing quickly. I need to make sure that DB will not affect the RT performance. Kindly help on how I can check DB integrity, and make sure that DB will not slow RT.

Re: [rt-users] client reply receive by 1 admin CC only

-3.4.5-22269-1273167490-1816.16221-...@xxx.worx.net No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:249) On Tue, May 4, 2010 at 11:30 AM, rmp dmd rmp.dmd1...@gmail.com wrote: Hi, I've been investigating this and cannot find a real answer. We have 3 persons on AdminCC

[rt-users] client reply receive by 1 admin CC only

Hi, I've been investigating this and cannot find a real answer. We have 3 persons on AdminCC. When client replies via email to the ticket, it will be received by the 3 persons' mailbox. Last week, there was a client replied, only 1 adminCC got the response. I did a test. All replies to RT are

[rt-users] Reply from client not received by AdminCC

We have 3 persons on AdminCC. We client replies via email to the ticket, it will be received by the 3 persons' mailbox. This morning at around 5:00 AM, client replied, only 1 adminCC got the response. I tested 10:30 AM. All replies to RT are being received by 3 AdminCC. Is there time setting

Re: [rt-users] Reply from client not received by AdminCC

] [info]: rt-3.4.5-30212-1272617998-981.16221-...@data1.echoworx.net sent To: Cc : Bcc: adm...@worx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297) On Fri, Apr 30, 2010 at 11:30 AM, rmp dmd rmp.dmd1...@gmail.com wrote: We have 3 persons on AdminCC. We client replies via email to the ticket

[rt-users] Columns on Bulk Update

Can the colmuns when doing Bulk Update on RT 3.4.5 be managed? On Bulk Update, we have the following columns: Update id Status Priority Subject Queue Owner RequestorAddresses Due We do not need Owner and Due date. How can this be removed? Thanks! Roehl

Re: [rt-users] Follow-up question on Merge Ticket with existing ticket with the same subject

$same_desc) || ($notnagios_desc eq $same_desc_re) || ($notnagios_desc eq $same_desc_fw)) { # Found the same subject $id = $ticket-Id; $self-TicketObj-MergeInto($id); } } $id || return 1; 1; } === On Mon, Aug 17, 2009 at 3:49 PM, rmp dmd rmp.dmd1

Re: [rt-users] Follow-up question on Merge Ticket with existing ticket with the same subject

Experts, I hope you can help me on below. I've been trying some modifications, but I could not get it working. Thanks! Roehl On Mon, Aug 17, 2009 at 3:49 PM, rmp dmd rmp.dmd1...@gmail.com wrote: Thanks for the help. I was able to make the scrip below work. The scrip was able to merge new

[rt-users] Follow-up question on Merge Ticket with existing ticket with the same subject

: hi try using $TicketObj-SetSubject() function, $TicketObj-Subject is just an accessor method Rémi 2009/8/13 rmp dmd rmp.dmd1...@gmail.com Hi, I'm using the scrip below to merge newly created ticket with existing ticket with the same subject. However, im getting Scrip 36 Commit

[rt-users] Merge Ticket with existing ticket with the same subject

Hi, I'm using the scrip below to merge newly created ticket with existing ticket with the same subject. However, im getting Scrip 36 Commit failed: Can't modify non-lvalue subroutine call at (eval 1311) line 21. code for line 21 is : $ticket-Subject = $same_desc; Im not exactly sure what the

[rt-users] Merging Tickets

Hi, I'm working on a scrip that will grab the subject of a new ticket and compare it with existing ticket. If a match is found, the scrip will merge the ticket. I have the script below. I have additional requirement where I'll ignore preceeding characters and merge if the next characters

[rt-users] Auto-open Resolved Ticket

Thank you for the advise Toby. Though I really do not have an idea on how to fire On Status Change I plan to use it on a cron job in Perl as suggested earlier. If there's a way to run the On Status Change scrip on cron job, that will be good. If not, I need to check other methods.

Re: [rt-users] Auto-open Resolved Ticket

Hi Toby, Thanks for this. Please confirm, if I understand your method correctly. 1. Instead of resolving the ticket, after getting my tasks done, put in on stalled and set 'Due date' to next month. 2. the cron job will re-open this ticket after a month. If the ticket is re-open, will it send

[rt-users] Auto-open Resolved Ticket

Hi, IS there a functionality on RT that can do this? - I resolved a ticket Subject: Windows Patches or Subject: get and renew certificates - I'll do it again after a month. - RT will re-open this ticket after a month. Thanks! Roehl ___

[rt-users] Monthly Tasks

Hi, We have recurring tasks (monthly and quarterly) like patch update or run scan vulnerability that I would like to set to create ticket on a certain time. Here's I would like to do: I create a new ticket run scan vulnerability on server X. After running, I will close this ticket. On next

[rt-users] Merge tickets with the Same Subject

Thank you for all the help and I was able to implement scrips (ie AutoClose on Nagios recovery, filter messages based on Subject) which at first I thought was extremenly hard to set-up. I have a new requirement which is to merge with the same subject. -existing ticket: Subject: syslog firewall

[rt-users] merge ticket on Resolve

Hi, Thanks for the numerous response and I was able to have a scrip that merges RECOVERY alerts from nagios with PROBLEM tickets. I need help again for minor modifications.I prefer to merge PROBLEM open tickets to the RECOVERY alert ID. Here's how the scrip goes: An alert, ** PROBLEM alert -

[rt-users] RT and Procmail

Hi experts, Im testing Procmail filtering for RT based on http://wiki.bestpractical.com/view/SpamFiltering and previous request http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg10144.html The procmail is not currently working. I'm always getting The following recipient(s)

Re: [rt-users] Requestor eMail

Thanks Kevin for the response, I checking procmail to filter before getting to mailgate however, procmail filters on a user level and uses user home directory for the configuration file. We did not create user for RT, we just forward using alias ie: #RT Mailgate user for production prod1:

Re: [rt-users] help in creating Scrips

Thanks Raed. I changed it. However, tickets are still created when sent with the same subject. Below are the logs: Hope you can help me identify. Thanks! LOGS *1st email with Subject: ** PROBLEM alert - Echo PC02 Server/https-alt is CRITICAL **:* [Mon Jun 15 14:01:27 2009] [debug]: Converting

Re: [rt-users] help in creating Scrips

we did will create a ticket then merge it into your existing **Problem** ticket, so as per the logs below if you search for ticket 2410 it should give you the original Problem ticket with the new ticket embedded. Regards; Roy rmp dmd wrote: Thanks Raed. I changed it. However, tickets

[rt-users] Requestor eMail

Hi Experts, Is there a way to ignore (do not create ticket, do not send auto-reply) request from mailer_dae...@domain.com? Thanks! Roehl ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com

[rt-users] Requestor is us...@domain1.com

Hi Experts, On Create, on comment on Resolv, a notification is sent to the requestor. If I my requestor is us...@domain1.com, how can I set it to do not send notification. Thanks! Roehl ___

Re: [rt-users] help in creating Scrips

Thanks! Roehl On Thu, Jun 11, 2009 at 3:44 PM, rmp dmd rmp.dmd1...@gmail.com wrote: Thank you very much Raed. This problem explains while I merging the newly created tickets to a ticket with status 'new' on the top of the list. I need to merge new ticket to an existing ticket

Re: [rt-users] help in creating Scrips

it to all queues (unless the scrip below is not a global scrip -- but I doubt that--) Can you explain what you are trying to do, maybe we can help you, I am not sure you need to search on custom fields (considering they don't exist to begin with) Roy rmp dmd wrote: I changed

Re: [rt-users] help in creating Scrips

-TicketObj-Id == $ticket-Id; $id = $ticket-Id; last; } $id || return 1; $RT::Logger-debug(Merging ticket . $self-TicketObj-Id . into $id because of OA number match.); $self-TicketObj-MergeInto($id); 1; Regards; Roy rmp dmd wrote: I just want to merge new tickets with existing

[rt-users] Another RT feature

RT experts, Is it possible to resolve a ticket without sending resolve notification to requestor? Thanks! Roehl ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support:

Re: [rt-users] Another RT feature

Thanks chaim. Good idea. On Fri, Jun 12, 2009 at 4:10 PM, Chaim Rieger chaim.rie...@gmail.comwrote: Yes Change the resolve scrip Sent via BlackBerry from T-Mobile -Original Message- From: rmp dmd rmp.dmd1...@gmail.com Date: Fri, 12 Jun 2009 16:09:12 To: rt-users

[rt-users] Ignore Email Request

Experts, Is there a way for RT to ignore email request based on subject. ie Request subject: failure notice Request subject: RECOVERY I do not want ticket to be created. nor merge tickets if there's an existing one. I believe scrips will not help but if there'a config file on RT that can

Re: [rt-users] help in creating Scrips

: rmp dmd wrote: Thank you very much Drew. Your link definitely is a big help. The syntax are quite different with the programming applications that I am familiar (very few though). It's very hard modifying it for our specific use. Is there a guide about this? These are perl regular

Re: [rt-users] help in creating Scrips

Thank you very much Raed. This problem explains while I merging the newly created tickets to a ticket with status 'new' on the top of the list. I need to merge new ticket to an existing ticket with subject matching ** PROBLEM - any words - CRITICAL ** . 1st request, this is a match: #2316: **

[rt-users] ticket creation based on subject

Hi, I'm sending a lot of questions and been getting substantial and concise responses. This mailing lists is the best on all the mailing list. members provided the answer accurately and extensively. Thanks very much guys! Anyway, I have another question. Is there a way or an exisiting scrip to

Re: [rt-users] ticket creation based on subject

to be automatically closed, you can replace the second to last line, $self-TicketObj-SetStatus( resolved ); with the action you do want to happen. Hope this helps, Jeremy On Thu, 2009-06-11 at 16:59 -0400, rmp dmd wrote: Hi, I'm sending a lot of questions and been getting substantial

Re: [rt-users] help in creating Scrips

Thank you very much Drew. Your link definitely is a big help. The syntax are quite different with the programming applications that I am familiar (very few though). It's very hard modifying it for our specific use. Is there a guide about this? For starters, someone kindly teach me the meaning

[rt-users] help in creating Scrips

Hi, I would like to create a scrip which reject tickets with Resolve on the subject of the email request. We have set-up nagios alerts that send email to RT for creation of tickets. We do not want tickets to be created when nagios send a RESOLVE alert. Kind novice on scrip. thanks for the help!

[rt-users] Filter Alerts

hi, We are sending alerts from our monitoring to RT so that it will create a ticket for us. There's one alert that we do not want ticket to be created. Is there a way to filter this alert? thanks! ___

[rt-users] update an existing ticket coming from specific requestor

Hi, Is there a way to just update an existing ticket instead of creating one with request coming from: - specific requestor - specific characters on Subject: (for the request Thanks! ___

Re: [rt-users] Issues on RT 3.8.1

Hi, still need help. The install of DBD:mysql just hang on t/75supported_sql...ok t/76multi_statement.ok 1/24 any ideas. Thanks! Roehl On Thu, Sep 11, 2008 at 10:45 AM, rmp dmd [EMAIL PROTECTED] wrote: Thanks for the help. I did create a testdb and grant ALL privileges

Re: [rt-users] Issues on RT 3.8.1

to try it on a production database. Make sure the user has rights to the database. Curtis rmp dmd wrote: Hi, Just want to follow-up on this. when I run #perl Makefile.PL --testuser=root --testpassword= #make #make test its getting error all skipped: ERROR: Unknown database 'test

Re: [rt-users] Issues on RT 3.8.1

29, 2008 at 3:22 PM, rmp dmd [EMAIL PROTECTED] wrote: Thank you very much. Does this process take times? I run #perl Makefile.PL --testuser=root --testpassword= --testdb=rt3 #make #make test and its been on t/75supported_sql...ok t/76multi_statement.ok 1/24

Re: [rt-users] Issues on RT 3.8.1

It seems that it creating new ~/.cpan/build/DBD-mysql-version everytime install DBD::mysql is run. The changes on Makefile.PL is overwritten. Any other way? On Thu, Aug 28, 2008 at 11:56 AM, David Svejda [EMAIL PROTECTED]wrote: rmp dmd wrote: Hi, Im getting errors when I run 'install

Re: [rt-users] Issues on RT 3.8.1

Zakirov [EMAIL PROTECTED]wrote: On Fri, Aug 29, 2008 at 10:46 PM, rmp dmd [EMAIL PROTECTED] wrote: It seems that it creating new ~/.cpan/build/DBD-mysql-version everytime install DBD::mysql is run. The changes on Makefile.PL is overwritten. Any other way? cd ~/.cpan/build/DBD-mysql

Re: [rt-users] Issues on RT 3.8.1

, David Svejda [EMAIL PROTECTED] wrote: rmp dmd wrote: Thanks for the help David. Apologies for my simple questions as I do not have any knowledge on CPAN. I run below but upgrade is not an available command on CPAN shell. Error: Unknown command 'upgrade'. Type ? for help. What

Re: [rt-users] Issues on RT 3.8.1

| +--+--+ 1 row in set (0.00 sec) On Tue, Aug 26, 2008 at 5:07 PM, Ruslan Zakirov [EMAIL PROTECTED]wrote: On Tue, Aug 26, 2008 at 7:15 PM, rmp dmd [EMAIL PROTECTED] wrote: Hi, First

Re: [rt-users] Issues on RT 3.8.1

UPGRADING.mysql, this column must be LONGBLOB. On Wed, Aug 27, 2008 at 7:16 PM, rmp dmd [EMAIL PROTECTED] wrote: Thanks for the reply Ruslan. I'm not that familiar with mysql but when I run SHOW CREATE TABLE sessions; I have this output which I believe does not indicate any corruption. How

Re: [rt-users] Issues on RT 3.8.1

:27 PM, David Svejda [EMAIL PROTECTED]wrote: Upgrade your DBD::mysql module. The easiest way is using CPAN shell, so type this command: /usr/bin/perl -MCPAN -e shell and when in shell, type: upgrade DBD::mysql Regards Davdi rmp dmd wrote: Thank you very for the help Ruslan. I'm

[rt-users] Issues on RT 3.8.1

Hi, First, I'd like to say great job on putting up an excellent documentation that is easy to follow for upgrading 3.8.1. I'm newbie RT user/admin but was able to do the updagrade easily. I just have few minor issues on 3.8.1. - On RT at Glance the link for Bookmarked Tickets, 10 highest

Re: [rt-users] Issues on RT 3.8.1

, 2008 at 2:20 PM, Rainer Duffner [EMAIL PROTECTED]wrote: Am 26.08.2008 um 17:15 schrieb rmp dmd: Hi, First, I'd like to say great job on putting up an excellent documentation that is easy to follow for upgrading 3.8.1. I'm newbie RT user/admin but was able to do the updagrade easily. I

Re: [rt-users] Issues on RT 3.8.1

%20ExtendedStatus%2C%20BookmarkOrder=DESCOrderBy=LastUpdatedQuery=id%20%3D%20'__Bookmarked__'Rows=999 Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 5.1; .NET CLR 2.0.50727) On Tue, Aug 26, 2008 at 2:28 PM, Brian Buchanan [EMAIL PROTECTED]wrote: On Tue, 2008-08-26 at 11:15 -0400, rmp dmd wrote