Re: [rt-users] New RT look and feel

2006-09-26 Thread Kenneth Marshall
Is there any possibility of making the skin a Preferences option and not hard-coded by the configuration file? We have users wedded to the original setup and others that prefer the new style. Ken On Tue, Sep 26, 2006 at 03:32:39PM +0200, Torsten Brumm wrote: In RT_SiteConfig you can choose also

Re: [rt-users] Performance on PostgreSQL

2006-10-13 Thread Kenneth Marshall
On Fri, Oct 13, 2006 at 10:44:57AM -0400, Vivek Khera wrote: On Oct 13, 2006, at 9:07 AM, Kenneth Marshall wrote: Here are the indexes that needed to be added to the DB to enable fast OID based queries. Hopefully, they can be included in 3.6.2+. CREATE INDEX attachmentsoid

Re: [rt-users] Re: [RTusers] managing Spam

2006-10-20 Thread Kenneth Marshall
Since RT uses a DB already, it is very nice to put an effective spam quarantine function like DSPAM in front of the RT system. Then the number of spam tickets is minimized. Ken On Fri, Oct 20, 2006 at 12:08:56PM -0400, Marcela K. Tello-Ruiz wrote: Hello! Does anyone know how to move a group

[rt-users] Re: [RTusers] managing Spam

2006-10-20 Thread Kenneth Marshall
Ken. We actually filter our mail through SpamAssassin before going to RT but are still getting lots of spam... Marcela Kenneth Marshall wrote: Since RT uses a DB already, it is very nice to put an effective spam quarantine function like DSPAM in front of the RT system. Then the number

[rt-users] DBIx::SearchBuilder::Handle::Pg

2007-01-30 Thread Kenneth Marshall
Just an FYI. In preliminary testing, using the Handle::Oracle definition for the DistinctQuery definition in Handle::Pg provides quite a performance improvement. Here is the original line: $$statementref = SELECT DISTINCT main.* FROM $$statementref; and the line from Handle::Oracle that should

Re: [rt-users] Google Summer of Code

2007-03-01 Thread Kenneth Marshall
On Thu, Mar 01, 2007 at 09:22:06AM +0100, Joop wrote: Kenneth Marshall wrote: On Wed, Feb 28, 2007 at 03:28:37PM -0600, John Arends wrote: The ability to use AD (or LDAP) to hold group members. Definitely using normal LDAP would be great, with ADLDAP support in second. Adding full-text

Re: [rt-users] RT + postgres 8.2?

2007-03-16 Thread Kenneth Marshall
Scot, PostgreSQL 8.2 works well with RT. There was a post or two to the mailing list that had some needed tuning suggestions. Also, be sure to add my patch to DBIx/SearchBuilder/Handle/Pg.m to make the Tickets query builder usable. I posted it to rt-users but it has not been incorporated in

Re: [rt-users] RT + postgres 8.2?

2007-03-17 Thread Kenneth Marshall
wanted to verify that our versions were close enough that your comments apply. We are exploring the OID comment now. Thanks for your help. Scot Kenneth Marshall wrote: Scot, PostgreSQL 8.2 works well with RT. There was a post or two to the mailing list that had some needed tuning

Re: [rt-users] Anyone used sql relay with rt

2007-03-22 Thread Kenneth Marshall
On Thu, Mar 22, 2007 at 12:02:19PM +, Roy El-Hames wrote: Hi; Anyone using sql relay with mssql5 ?? I am looking into using it to redirect Content like searches to a myism copy of the database with full text indexing ?? ideas / thoughts Roy Roy, If you are not required to use MSSQL

Re: [rt-users] Collapsed View of Ticket?

2007-04-19 Thread Kenneth Marshall
David, What is the use case for this? The transaction headers without the content seems to be not very useful. That means that everyone will be clicking the show button for transaction content after transaction content. I can assure you that unless you are fortunate enough to have robotic

Re: [rt-users] Collapsed View of Ticket?

2007-04-19 Thread Kenneth Marshall
else can provide the Perl. I already have JavaScript systems in place that interface with RT's REST interface for our internal time tracking and billing systems. Kenneth Marshall wrote: David, What is the use case for this? The transaction headers without the content seems to be not very

Re: [rt-users] Close with and without notification

2007-04-25 Thread Kenneth Marshall
On Wed, Apr 25, 2007 at 07:42:17AM -0600, Warren Macey wrote: Hi all, Currently I have RT set up tht it sends notification of a ticket closure to the client with a link to a customer support satisfaction survey. There exists some instances where we may not want this email to be sent. For

Re: Re: [rt-users] RT and mysql replication

2007-05-04 Thread Kenneth Marshall
I know that this does not help your situation, but pgpool will allow you to perform select queries to a slave postgresql DB and updates to the master DB. There may be a similar proxy available for MySQL that would allow you to scale your DB load better. Ken On Fri, May 04, 2007 at 05:10:56PM

Re: [rt-users] RT and mysql replication

2007-05-04 Thread Kenneth Marshall
On Fri, May 04, 2007 at 06:15:36PM +0200, Luca Villani wrote: Alle 17:30, venerd? 4 maggio 2007, Kenneth Marshall ha scritto: I know that this does not help your situation, but pgpool will allow you to perform select queries to a slave postgresql DB and updates to the master DB

Re: [rt-users] custom field display sort odd workaround

2007-05-08 Thread Kenneth Marshall
Thank you for the work-around. I am having the same issue. Ken On Tue, May 08, 2007 at 11:03:07AM -0400, Jack D. Browning wrote: I am new to RT and am very impressed with it. Thanks Jesse the community! I'm not a programmer, and I'm not sure how useful this post will be. My apologies if

Re: [rt-users] Expensive Queries

2007-05-15 Thread Kenneth Marshall
Jeff, It sounds like you may need to make some more indexes. Please have your DBAs provide a plan for the query execution. Look for sequential scans in particular. That may help you identify possible index creation options. We use PostgreSQL here, but I would suspect that many of the index

Re: [rt-users] MySQL-Oracle DB Migration Binary Attachment data corruption - UTF8 issue?

2007-06-14 Thread Kenneth Marshall
On Wed, Jun 13, 2007 at 04:26:08PM -0400, Todd Williams wrote: Hi Joop, Yes, that is what we found -- all new attachments to the Oracle DB are indeed Base64 encoded. Not sure why RT sees Oracle as binary unsafe (perhaps earlier versions were determined as unsafe) but I suspected this might

Re: [rt-users] Create multiple tickets from a template

2007-06-14 Thread Kenneth Marshall
Keith, How is it going down there? I think the wiki has a pretty good description of this process. This is managed by using a template to create the needed tickets. The RT Essentials book also describes the process on p.94. Ken On Thu, Jun 14, 2007 at 03:53:02PM -0500, Schincke, Keith D.

Re: [rt-users] RT CLI and Custom Fields

2007-07-05 Thread Kenneth Marshall
On Thu, Jul 05, 2007 at 03:59:28PM -0400, Kevin Falcone wrote: On Jul 5, 2007, at 3:16 PM, Jeff Stark wrote: has anyone successfully used the CLI to query RT Custom fields? I found a few posts, but with no responses. Here is an example: /opt/rt3/bin/rt list -i ('CF.{Severity

Re: [rt-users] RT CLI and Custom Fields

2007-07-06 Thread Kenneth Marshall
Why are you putting the value in parentheses? The simple string in single quotes should work. Ken On Fri, Jul 06, 2007 at 07:10:59AM -0700, Jeff Stark wrote: I just tried very similar to what you have Kevin, still no luck. [EMAIL PROTECTED] obj]# /opt/rt3/bin/rt list -i ('CF.{Severity Level}

Re: [rt-users] RT CLI and Custom Fields

2007-07-06 Thread Kenneth Marshall
: ''. -Stark -Original Message- From: Kenneth Marshall [mailto:[EMAIL PROTECTED] Sent: Friday, July 06, 2007 10:18 AM To: Jeff Stark Cc: Kevin Falcone; RT Users Subject: Re: [rt-users] RT CLI and Custom Fields Why are you putting the value in parentheses? The simple string in single

Re: [rt-users] RT CLI and Custom Fields

2007-07-06 Thread Kenneth Marshall
= 'in-review' AND Resolved '2 days ago' -Stark -Original Message- From: Kenneth Marshall [mailto:[EMAIL PROTECTED] Sent: Friday, July 06, 2007 10:47 AM To: Jeff Stark Cc: Kevin Falcone; RT Users Subject: Re: [rt-users] RT CLI and Custom Fields Wow. The next step for me would

Re: [rt-users] RT CLI and Custom Fields

2007-07-06 Thread Kenneth Marshall
thoughts...thanks again for all of your help so far. - Stark -Original Message- From: Kenneth Marshall [mailto:[EMAIL PROTECTED] Sent: Friday, July 06, 2007 11:00 AM To: Jeff Stark Cc: Kevin Falcone; RT Users Subject: Re: [rt-users] RT CLI and Custom Fields Do any of the CLI custom

[rt-users] RT 3.4.x and RT 3.6.x on same backend DB?

2007-07-11 Thread Kenneth Marshall
Hi RT community, In order to facilitate the testing, development and migration from our current RT 3.4.5pre1 to the RT 3.6.4 release, I would like to run both versions against the same database backend. The additional attributes that are added to the database by the etc/upgrade/3.5.1 script do

Re: [rt-users] RT 3.4.x and RT 3.6.x on same backend DB?

2007-07-12 Thread Kenneth Marshall
On Wed, Jul 11, 2007 at 06:27:23PM -0400, Mathew wrote: Kenneth Marshall wrote: Hi RT community, In order to facilitate the testing, development and migration from our current RT 3.4.5pre1 to the RT 3.6.4 release, I would like to run both versions against the same database backend

Re: [rt-users] Re: query problem after 3.4.5 - 3.6.4 upgrade

2007-07-24 Thread Kenneth Marshall
Ruslan, I tested the last two queries on my PostgreSQL 8.2 database. The original query was taking so long that I killed it: On Wed, Jul 25, 2007 at 02:33:58AM +0400, Ruslan Zakirov wrote: Hello, Brian. Ok, I've forgotten about Status field and we're talking only about Requestor.EmailAddress

Re: [rt-users] Attachments table of RT's Mysql database

2007-08-07 Thread Kenneth Marshall
Dear Mr. Lytochkin, There are two very good reasons to not store attachments outside of the database. First, if everything is inside a database, then a simple backup of the database will get everything related to a particular RT instance. Second, in many cases you would like to isolate the

Re: [rt-users] Sorting Issue for RT 3.6.1

2007-08-09 Thread Kenneth Marshall
Keith, It has done that in every release I have used to date. It should be a simple fix. Ken On Thu, Aug 09, 2007 at 10:20:37AM -0500, Schincke, Keith D. (JSC-IT)[MEI] wrote: Hey Guys, We are configuring our RT 3.6.1 installed with apt on Debian etch and are seeing a sorting issue when

Re: [rt-users] Speed difference between superuser and others

2007-08-24 Thread Kenneth Marshall
On Fri, Aug 24, 2007 at 11:20:36AM +0200, Emmanuel Lacour wrote: On Mon, Aug 06, 2007 at 04:59:48PM +0200, Emmanuel Lacour wrote: On Mon, Aug 06, 2007 at 12:29:03PM +0200, Emmanuel Lacour wrote: 1.49 is packaged at http://dag.wieers.com/rpm/packages/perl-DBIx-SearchBuilder/ since

Re: [rt-users] RT and mysql 4.1.22

2007-09-02 Thread Kenneth Marshall
Adrian, Are you using the INNODB table type? You need to to support transacations. I think that that is what the RT installation documentation requires. Ken On Sun, Sep 02, 2007 at 09:30:41PM +0200, Adrian P. van Bloois wrote: Hi, I upgraded mysql to 4.1.22 and RT stopped working. When

Re: [rt-users] RT bottlenecks

2007-09-28 Thread Kenneth Marshall
On Fri, Sep 28, 2007 at 10:29:44AM +0100, Roy El-Hames wrote: Matthew; What version of RT are you using? With 3.6.1, I noticed slowness with transaction custom fields queries, if you do not use them try and comment out the following lines from html/Ticket/Elements/ShowTransaction %# if

Re: [rt-users] RT Scalability

2007-11-26 Thread Kenneth Marshall
On Mon, Nov 26, 2007 at 03:58:25PM +, Mark Chappell wrote: We use RT for a significant chunk of the admissions, enquiries and support queries. We now have over 1/3 of a million tickets, 300 queues and 600 privileged users (not to mention a whole batch of users as the result of spam).

Re: AW: Re: [rt-users] clean up user table

2007-11-27 Thread Kenneth Marshall
Here is our instance data, not slow at all: rt36=# select count(*) from CachedGroupMembers; count - 1163547 (1 row) rt36=# select count(*) from GroupMembers; count 353086 (1 row) rt36=# select count(*) from Groups; count 473803 (1 row) rt36=# select

Re: AW: Re: [rt-users] clean up user table

2007-11-27 Thread Kenneth Marshall
On Tue, Nov 27, 2007 at 08:36:42AM -0800, Gordon Messmer wrote: Kenneth Marshall wrote: Here is our instance data, not slow at all: I'm willing to consider that I'm looking in the wrong place... When you open a ticket, what's the time to display on your instance? Which DB are you using

Re: AW: Re: [rt-users] clean up user table

2007-11-27 Thread Kenneth Marshall
On Tue, Nov 27, 2007 at 09:49:45AM -0800, Gordon Messmer wrote: Kenneth Marshall wrote: The time to open and display a ticket varies based on the number of transactions involved, but typically takes on the order of 1-3s. With RT3 3.6.5 and PG 8.1.9, I'm seeing newish tickets open in a little

Re: [rt-users] allowing non rt users to create tickets

2007-11-30 Thread Kenneth Marshall
Shawn, The other piece that you need is a very good spam filter before you pass the message to RT, preferably with a quarantine function so that you can release valid mail to RT automatically. We use DSPAM and are very happy with it. Ken On Fri, Nov 30, 2007 at 03:05:58PM -0500, Todd Chapman

Re: [rt-users] RT related Postgres question

2007-11-30 Thread Kenneth Marshall
Mark, Here is a list of indexes that we use here. Check your schema to see if you are missing any. You should not be getting a sequential scan. Ken -INDEXes from rt schema-- CREATE INDEX acl1 ON acl USING btree (rightname, objecttype, objectid, principaltype,

Re: [rt-users] how to limit create ticket permission to particular email domain

2007-12-04 Thread Kenneth Marshall
It may be worth doing it in the mail system before the ticket is logged to RT. Then you do not have a ticket you need to delete. Ken On Tue, Dec 04, 2007 at 01:01:33PM -0800, Gene LeDuc wrote: Hi Tom, I don't think RT lets you do permissions that way. The way I handle a similar situation

Re: [rt-users] Recurring signin with 3.6.4

2007-12-05 Thread Kenneth Marshall
Craig and Kenn, I am curious. What are your reasons for storing the session information in a file and not in the database? Cheers, Ken Marshall On Wed, Dec 05, 2007 at 07:44:33AM -0500, Patterson, Craig wrote: Ken, We are on 3.6.4 are occasionally have the same problem. We write our

Re: [rt-users] Is there any disadvantage of Precedence: bulk in RT emails header

2008-01-04 Thread Kenneth Marshall
We use DSPAM and its Quarantine instead of the bogofilter+SPAM folder here, but it is basically the same idea and it works very well indeed. Ken On Fri, Jan 04, 2008 at 03:33:14PM +, Mark Chappell wrote: Asrai khn wrote: We tend to be fairly aggressive on our spam checking when it's going

Re: [rt-users] multiple apache instances per one RT database

2008-01-14 Thread Kenneth Marshall
Viktor, You can run multiple front-ends against the same backend database. We are use the apache rotatelogs program to avoid the problem that you are experiencing with the SIGHUP or SIGUSR1 causing the web process to grow in size. You might want to give it a try. Cheers, Ken On Mon, Jan 14,

Re: [rt-users] Performance issues with 3.6.6 upgrade

2008-02-04 Thread Kenneth Marshall
On Mon, Feb 04, 2008 at 02:37:35PM -0500, Rob Ansaldo wrote: We're testing an upgrade from 3.6.4 to 3.6.6 and have noticed that interactive response time on 3.6.6 is much slower than 3.6.4. Using the exact same hardware, OS, and MySQL db - most screens (ie; at a glance, ticket display) take

Re: [rt-users] Performance issues with 3.6.6 upgrade

2008-02-05 Thread Kenneth Marshall
On Tue, Feb 05, 2008 at 09:24:07AM -0500, Rob Ansaldo wrote: On Feb 4, 2008, at 3:34 PM, Jesse Vincent wrote: On Feb 4, 2008, at 2:37 PM, Rob Ansaldo wrote: We're testing an upgrade from 3.6.4 to 3.6.6 and have noticed that interactive response time on 3.6.6 is much slower than 3.6.4.

[rt-users] DBIx::SearchBuilder::Handle::Pg -- again

2008-02-07 Thread Kenneth Marshall
update to DBIx::SearchBuilder? Cheers, Ken - Forwarded message from Kenneth Marshall [EMAIL PROTECTED] - Date: Tue, 30 Jan 2007 10:23:52 -0600 From: Kenneth Marshall [EMAIL PROTECTED] To: rt-users@lists.bestpractical.com Subject: [rt-users] DBIx::SearchBuilder::Handle::Pg Just an FYI

Re: [rt-users] Can RT replace Remedy?

2008-02-13 Thread Kenneth Marshall
On Wed, Feb 13, 2008 at 02:20:16PM -0500, James Pifer wrote: We currently use Remedy and it's in need of an upgrade.If you know anything about Remedy you know that can be extremely costly. I'm trying to look at other Helpdesk products to see if something else could fit instead of staying with

Re: [rt-users] Can RT replace Remedy?

2008-02-13 Thread Kenneth Marshall
On Wed, Feb 13, 2008 at 04:00:32PM -0500, Jesse Vincent wrote: 3) Any type of bulletin board or global notices functionality? Not so much. http://search.cpan.org/~jesse/RT-Extension-ServiceUpdates-0.2/ is designed to do just that, actually. Cool. Ken

Re: [rt-users] RT Reporting - We need your wishlists

2008-02-15 Thread Kenneth Marshall
On Thu, Feb 14, 2008 at 09:52:52AM -0500, Jesse Vincent wrote: Hi Everybody, I have an RT hacker working on a new, expanded reporting tool for RT. While I can't promise that we'll implement _every_ report you want, we could really use your wishlists. What reporting and statistics do

Re: [rt-users] Email from RT landing in yahoo bulk folder

2008-02-17 Thread Kenneth Marshall
On Sun, Feb 17, 2008 at 11:32:36AM -0500, Erek Dyskant wrote: On Feb 17, 2008 1:21 AM, Mathew [EMAIL PROTECTED] wrote: I had this problem as well. However, there isn't anything you can do on the RT side of things. You just have to mark it as not spam in yahoo mail. RT includes a

Re: [rt-users] Wishlist emails

2008-02-18 Thread Kenneth Marshall
On Mon, Feb 18, 2008 at 03:28:43PM +, Roy El-Hames wrote: Content searching I have tried many hacks to get an efficient content searching working, however with a 40G db mostly Attachment table (~ 22G in size) and Transactions table is not small either the content searching takes on

Re: [rt-users] Showing full history in a query or report.

2008-02-28 Thread Kenneth Marshall
It sounds like something that could be done with the rt commandline tool or a perl script using the RT API. Cheers, Ken On Thu, Feb 28, 2008 at 07:09:42PM -, Stef Morrell wrote: Hi, I've been back over the lists and I can't find any reference to this, so I'm probably asking a stupid

Re: [rt-users] RT freezes on some big tickets

2008-03-11 Thread Kenneth Marshall
Welcome to the world of stateless page loads. :) The only suggestions that I have are in two areas. Can you modify the page load to skip the un-interesting transactions/attachments? We had to do that here with system events (not attachments) and added a brief/full button on the history. The

Re: [rt-users] RT freezes on some big tickets

2008-03-12 Thread Kenneth Marshall
On Tue, Mar 11, 2008 at 09:05:20PM -0400, The Anarcat wrote: On Tue, Mar 11, 2008 at 07:45:24AM -0500, Kenneth Marshall wrote: Welcome to the world of stateless page loads. :) Whee! :) The only suggestions that I have are in two areas. Can you modify the page load to skip the un

Re: [rt-users] Log file dates are off.

2008-04-04 Thread Kenneth Marshall
RT logs in UTC. The user interface displays in localtime. Ken On Fri, Apr 04, 2008 at 10:37:22AM -0400, Mark Fraser wrote: I just recently installed RT 3.6.6 on a fresh/clean load Linux system. I have noticed that the logs going into the /var/log/rt3/rt.log file have times that are 6 hours

Re: [rt-users] Data Migration from Track-It to RT?

2008-04-04 Thread Kenneth Marshall
I have used the Offline option under Tools for bulk ticket creation. You can use perl or other scripting languages to generate the template file and then it will create all of the tickets for you. I would probably batch them in groups of 1000 or less to keep it manageable, but the process is very

Re: [rt-users] Migrating from RT3.4 to RT3.6

2008-04-07 Thread Kenneth Marshall
On Mon, Apr 07, 2008 at 11:10:45AM -0400, Jeffrey Lee wrote: Hi I am looking to migrate from 3.4 using Posgres to 3.6 mysql. Are there any instructions on migrating from 3.4 to 3.6? -Jeff Jeff, The wiki has some information about changing DB backends between PostgreSQL and MySQL. I

Re: [rt-users] Need help on an approval queue

2008-04-10 Thread Kenneth Marshall
Nelson, I set it up following the instructions from the wiki and it works per spec. It sounds like your create templates and notification templates may be a bit out of whack. Do not give up. Cheers, Ken On Thu, Apr 10, 2008 at 12:49:40PM -0700, Kenneth Crocker wrote: Nelson, I hate to

Re: [rt-users] Question on setting up a search

2008-04-11 Thread Kenneth Marshall
Are the custom fields not appearing in your search builder window? You typically just generate a search that returns the results you wish and then just save it. 3.6 will let you add such searches to your frontpage dashboard. If you are not seeing the custom fields, you probably have not granted

Re: [rt-users] New Queue is not showing up on RT At A Glance

2008-04-28 Thread Kenneth Marshall
. Thanks again John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train! Kenneth Marshall [EMAIL PROTECTED] 4/28/2008 3:23 PM Try logging out and then back in again. Ken

Re: [rt-users] RT Performance

2008-05-11 Thread Kenneth Marshall
Not to squash your hopes, but have you done any profiling to determine where the slow points are located? You may want to turn on exhausting logging and perform a ticket view and check the performance of each query issued. If you have large attachments the problem may be in the presentation of

Re: [rt-users] Temporary Silent Resolve

2008-06-02 Thread Kenneth Marshall
Cory, We use a custom field to designate whether or not a resolve notice should be sent. If it is set to No, the scrip does not send the E-mail. It works well and is easy to setup. Ken On Mon, Jun 02, 2008 at 12:40:35PM -0500, Cory Berry wrote: I have a requester that has sent us tickets via

Re: [rt-users] Best Way to Get Customer Requests into RT with Appropriate Requestor

2008-06-06 Thread Kenneth Marshall
Aaron, If your mail client has the ability to bounce a message to the RT E-mail address, it will create the ticket as if the customer had mailed the ticket to RT. That is certainly the easiest process. Cheers, Ken On Fri, Jun 06, 2008 at 08:15:32AM -0700, Aaron Herskowitz wrote: Basically I am

Re: [rt-users] Does RT support MySQL's full-text search?

2008-06-10 Thread Kenneth Marshall
MySQL's full text search is not supported with the INNODB tables that are required for RT. It is not available. There is a wiki article on the use of Oracle's full text search support and I am about to do the same with PostgreSQL's full text support. I will update the wiki when I have it done. I

Re: [rt-users] Too Many Attachments's file

2008-06-11 Thread Kenneth Marshall
Patrick, Does MySQL support tablespaces? You could move the attachments table to a tablespace on the dedicated huge hard disk. If not, you may want to move to a different backend. I think that Oracle and PostgreSQL both will allow you to do this partitioning. Good luck. Cheers, Ken On Wed, Jun

Re: [rt-users] Upgrade to 3.8.1 Out of Memory Errors

2008-08-21 Thread Kenneth Marshall
The increase in blob size should be transparent. Smaller blobs can still be contained in the larger type and they are functionally equivalent. If this is the problem, this is the only answer unless you feel like doing heavy RT coding to reduce the size of a session. This is definitely the easiest

Re: [rt-users] Remove Quoted Text from Comments

2008-08-29 Thread Kenneth Marshall
I believe that the Reply/Comment at the top of the screen do not add the quote. This allows you to target which text is quoted or not include any if that is the better option. Ken On Fri, Aug 29, 2008 at 06:00:40PM +0100, Paul Broadwith wrote: When you create a comment in a ticket, the previous

Re: [rt-users] Disable fulltext search on simple search

2008-09-11 Thread Kenneth Marshall
It can be pretty frustrating for users to have trouble locating a ticket easily with searches. I can see disabling full-text body searching, but not the simple search fields. The best solution is to use a DB with full-text indexing support. Currently, the wiki has a patch for Oracle and we will be

Re: [rt-users] moving from global scrips to per-queue scrips

2008-09-16 Thread Kenneth Marshall
Amy, I brought this up with Jesse, and he thought that you could simply update the scrips table in the DB with the new information. Check the archives for more detail. That is how we are going to approach this process here. Ken On Tue, Sep 16, 2008 at 12:25:28PM -0400, [EMAIL PROTECTED] wrote:

Re: [rt-users] Performance problems with 3.8.1

2008-09-17 Thread Kenneth Marshall
On Wed, Sep 17, 2008 at 01:13:31PM +0300, Sahlberg Mauri wrote: Hi, Just upgraded from 3.6 to 3.8.1 (via 3.8) and at the same time moved the database to it's own server. We also removed all closed tickets from the database. The move and upgrade was done as our old installation got too

Re: [rt-users] Moving large attachments outside of MySQL?

2008-10-11 Thread Kenneth Marshall
Kelly, Why are these attachments slowing MySQL down? Maybe there is an index that would help. If it is content searches in the attachment, you will lose valid search results with this approach. Maybe switching to a DB backend that supports full text indexing would help. Currently, there is a wiki

Re: [rt-users] Trying to install/run RT with 2 Perls - Redhat Perl and self installed Perl

2008-10-30 Thread Kenneth Marshall
Perl, apache, and mod_perl all need to be built together. You may be able to get it to work using fastcgi instead. Otherwise, you will need to rebuild apache/mod_perl with your local version of perl. Good luck, Ken On Thu, Oct 30, 2008 at 10:07:46AM -0700, John Seto wrote: Hi all Scenario:

Re: [rt-users] E-mail address syntax for RT accounts

2008-10-30 Thread Kenneth Marshall
I do not think this is the case. Do you have another user account with the same E-mail address? The E-mail address is the primary key and will give this error when you try to have two accounts with the same address. Ken On Thu, Oct 30, 2008 at 04:43:41PM -0200, Alex Moura wrote: Greetings, I

Re: [rt-users] MySQL FULLTEXT searching

2008-11-01 Thread Kenneth Marshall
On Sat, Nov 01, 2008 at 05:13:07AM +0300, Ruslan Zakirov wrote: On Sat, Nov 1, 2008 at 4:42 AM, Kelly Jones [EMAIL PROTECTED] wrote: Can RT support MySQL fulltext searching? No. InnoDB has no fulltext indexes. I can easily create a FULLTEXT index on Attachments, but can I add this to

Re: [rt-users] MySQL FULLTEXT searching

2008-11-04 Thread Kenneth Marshall
On Fri, Oct 31, 2008 at 06:42:57PM -0700, Kelly Jones wrote: Can RT support MySQL fulltext searching? I can easily create a FULLTEXT index on Attachments, but can I add this to the web interface somehow? I think that RT needs/requires InnoDB tables to function properly. FULLTEXT indexes in

Re: [rt-users] New user considering to use RT + FreeBSD port for 3.8

2008-11-07 Thread Kenneth Marshall
I would like to add some personal comments to Mike's response. On Fri, Nov 07, 2008 at 03:06:26PM +, Mike Peachey wrote: Joe Mailinglists wrote: Hi all, We've been using Horde+whups system for helpdesk in our University for the past 3 years. We recently upgraded it from a very old

Re: [rt-users] Retrieving the computer name automatically

2008-11-10 Thread Kenneth Marshall
Would it be possible to use the source IP and/or the account name to pull the machine name from AT? Ken On Mon, Nov 10, 2008 at 08:56:13AM -0500, Todd Chapman wrote: Tony, If they are submitting the ticket through the web interface you may be able to rely on the source IP of the connection,

Re: [rt-users] RT::Authen::ExternalAuth selectable authentication service?

2008-11-12 Thread Kenneth Marshall
That seems like a lot of work to save a couple of very light-weight LDAP queries. Plus, if anyone changes status, you will need to manually reset their fields to get them to authenticate correctly. My two cents. Cheers, Ken On Wed, Nov 12, 2008 at 01:50:25PM -0500, William J. Horka wrote: Hello

Re: [rt-users] Upgrade 3.6 - 3.8; database corruption? (was: something wacky with users)

2008-12-16 Thread Kenneth Marshall
Kevin, The only database changes in this list are 3.7.3/schema.Pg which just increases the size of a variable length field to 64k from 255. I do not see how that could have the effect that you are observing. Ken On Tue, Dec 16, 2008 at 04:04:08PM -0500, Kevin Murphy wrote: Kevin Murphy wrote:

Re: [rt-users] Customize 10 newest unowned tickets

2008-12-22 Thread Kenneth Marshall
On Mon, Dec 22, 2008 at 07:52:01PM +0100, Steffen Tronstad wrote: Making myself understood: FAILED. I'm talking about the few spammails that will always get trough the spamfilters, that cannot be automaticly put in its own queue for spam. 1-2% of spam has to be removed manually... there

Re: [rt-users] DBIx::SearchBuilder::Handle::Pg -- again

2008-12-23 Thread Kenneth Marshall
performance improvement for RT with a PostgreSQL backend database. It would be great if this change could be rolled into the next update to DBIx::SearchBuilder. Happy Holidays, Ken On Thu, Feb 07, 2008 at 08:21:39AM -0600, Kenneth Marshall wrote: Dear DBIx::SearchBuilder developers: Here is a re

Re: [rt-users] DBIx::SearchBuilder::Handle::Pg -- again

2008-12-23 Thread Kenneth Marshall
queries are slower. I'm comparing execution plans at this point. Can you grab queries that benefit from such change and send me execution plans with this patch and without. On Tue, Dec 23, 2008 at 6:43 PM, Kenneth Marshall k...@rice.edu wrote: FYI, This change has not been made to DBIx

Re: [rt-users] DBIx::SearchBuilder::Handle::Pg -- again

2008-12-27 Thread Kenneth Marshall
.PrincipalType = 'Group') AND (Principals_1.PrincipalType = 'User') AND (ACL_2.RightName = 'OwnTicket') AND ((ACL_2.ObjectType = 'RT::Queue') OR (ACL_2.ObjectType = 'RT::System')) ) ORDER BY main.Name ASC; On Wed, Dec 24, 2008 at 2:00 AM, Kenneth Marshall k...@rice.edu wrote: Ruslan

Re: [rt-users] RT3 and ITIL

2009-01-09 Thread Kenneth Marshall
On Fri, Jan 09, 2009 at 03:46:52PM +0100, Rainer Duffner wrote: Mike Peachey schrieb: Jesse Vincent wrote: Does your boss know which of the ITIL areas/practices/functions he's looking to implement? Sorry.. I *HAVE* to chip in here having been on the receiving end before:

Re: [rt-users] RT Asset Tracker?

2009-01-13 Thread Kenneth Marshall
RT Users, I found the new AT web page, but I cannot get a dump of the latest release from SVN. Does anyone know if there is a snapshot available for the latest revisions with 3.8.x updates? Thanks. Cheers, Ken On Thu, Apr 24, 2008 at 04:58:15PM +0200, Torsten Brumm wrote: Try this one. Todd

Re: [rt-users] rt-crontool change priority silently?

2009-01-14 Thread Kenneth Marshall
On Wed, Jan 14, 2009 at 01:38:11PM +, Adam Smith wrote: I was wondering if there was a way to make rt-crontool increase priority over time but without setting a History entry each time it updates? I am using the following command : /opt/rt3/bin/rt-crontool --verbose --search

Re: [rt-users] RT Asset Tracker?

2009-01-14 Thread Kenneth Marshall
On Wed, Jan 14, 2009 at 09:31:45AM +0100, Joop wrote: Kenneth Marshall wrote: RT Users, I found the new AT web page, but I cannot get a dump of the latest release from SVN. Does anyone know if there is a snapshot available for the latest revisions with 3.8.x updates? Thanks. I used

Re: [rt-users] Database size management

2009-01-19 Thread Kenneth Marshall
Calvin, We keep everything. Even at 25MB/week, that is only 1.3GB/year which means a standard 146GB drive will last a bit over a century. That is a bit tongue-in-cheek, but really this data volume is easily managed by small laptops and PDAs. You can use the shredder function to delete tickets

[rt-users] Problem with Reports in RT 3.8.2 with PostgreSQL backend

2009-01-23 Thread Kenneth Marshall
Dear RT Users, We are testing RT 3.8.2 using a PostgreSQL 8.3 backend and the Tools/Reports does not work properly. The problem is that the GROUP BY does not use one or more of the SELECT columns. Here is the error in the logs: Jan 23 08:41:31 rtx RT: DBD::Pg::st execute failed: ERROR: column

Re: [rt-users] RT Login Page with SSL

2009-01-23 Thread Kenneth Marshall
On Fri, Jan 23, 2009 at 11:29:21AM -0430, Eliezer E Ch?vez wrote: KK Steve, I'll give a try I have ... One thing that can help is to enable compression, while is takes some CPU resources, it decreases the amount of data sent over the network and therefore needs to be encrypted. Cheers,

[rt-users] RT full text indexing with PostgreSQL

2009-02-01 Thread Kenneth Marshall
I just updated the PostgreSQLFullText pages on the wiki with the triggers to keep the parsed document columns updated whenever there is a change to the dependent columns. Here are the commands for adding the triggers to keep the textsearchable columns corresponding to attachments.subject/content

Re: [rt-users] RT full text indexing with PostgreSQL

2009-02-02 Thread Kenneth Marshall
On Sun, Feb 01, 2009 at 09:41:42PM -0600, Kenneth Marshall wrote: I just updated the PostgreSQLFullText pages on the wiki with the triggers to keep the parsed document columns updated whenever there is a change to the dependent columns. Here are the commands for adding the triggers to keep

[rt-users] Chart problem with PostgreSQL 8.3

2009-02-03 Thread Kenneth Marshall
Just a bug report and a hopefully simple fix. The chart option for Created Daily, Created Monthly,... gives the following error when run: Feb 3 10:54:23 rt1 RT: RT::Handle=HASH(0xa891050) couldn't execute the query 'SELECT COUNT(main.id) AS id, SUBSTR(Created,1,7) AS createdmonthly FROM

[rt-users] Another Chart buglet with Customfields

2009-02-03 Thread Kenneth Marshall
FYI, When the results of a search are ordered by a custom field value, the top of the display shows CF.{###} and not the name of the custom field which would be more understandable. Cheers, Ken ___

Re: [rt-users] RT full text indexing with PostgreSQL

2009-02-03 Thread Kenneth Marshall
On Sun, Feb 01, 2009 at 09:41:42PM -0600, Kenneth Marshall wrote: I just updated the PostgreSQLFullText pages on the wiki with the triggers to keep the parsed document columns updated whenever there is a change to the dependent columns. Here are the commands for adding the triggers

Re: [rt-users] Stall (postpone) tickets until a future date?

2009-02-04 Thread Kenneth Marshall
On Wed, Feb 04, 2009 at 10:16:02AM +0100, Andreas Heinlein wrote: Hello, I'd like to have a feature in RT that will allow me to postpone open tickets until some day in the future. For example: Yesterday I reorganized a users mail folders and made a backup, which I want to keep for one

Re: [rt-users] 10 Newest Unowned tickets i'm allowed to see

2009-02-05 Thread Kenneth Marshall
On Thu, Feb 05, 2009 at 10:59:13AM -0500, Rob Munsch wrote: On Thu, Feb 5, 2009 at 8:15 AM, Emmanuel Lacour elac...@easter-eggs.com wrote: Depending on your RT version, you can try the following option: Set($UseSQLForACLChecks, 1); but read comment on it in RT_Config.pm before

Re: [rt-users] RT full text indexing with PostgreSQL

2009-02-06 Thread Kenneth Marshall
On Fri, Feb 06, 2009 at 11:01:31AM +0100, Rafael Martinez wrote: Kenneth Marshall wrote: On Sun, Feb 01, 2009 at 09:41:42PM -0600, Kenneth Marshall wrote: I just updated the PostgreSQLFullText pages on the wiki with the triggers to keep the parsed document columns updated whenever

Re: [rt-users] RT full text indexing with PostgreSQL

2009-02-06 Thread Kenneth Marshall
On Fri, Feb 06, 2009 at 07:44:25AM -0600, Kenneth Marshall wrote: On Fri, Feb 06, 2009 at 11:01:31AM +0100, Rafael Martinez wrote: Kenneth Marshall wrote: On Sun, Feb 01, 2009 at 09:41:42PM -0600, Kenneth Marshall wrote: I just updated the PostgreSQLFullText pages on the wiki

Re: [rt-users] Search hangs RT

2009-02-10 Thread Kenneth Marshall
On Tue, Feb 10, 2009 at 02:21:15PM +0100, Anne-Marie Achrenius wrote: Hello! I'm new to the list and I'm in a bit of a pickle, our RT-guru is on paternity leave and we've started having problems with our RT-installation. I've tried searching the list archives for something similar, but

Re: [rt-users] Search hangs RT

2009-02-10 Thread Kenneth Marshall
On Tue, Feb 10, 2009 at 04:19:27PM +0100, Anne-Marie Achrenius wrote: Kenneth Marshall skrev: On Tue, Feb 10, 2009 at 02:21:15PM +0100, Anne-Marie Achrenius wrote: Hello! I'm new to the list and I'm in a bit of a pickle, our RT-guru is on paternity leave and we've started having

Re: [rt-users] Severe performance problems suddenly in RT 3.8.2

2009-02-18 Thread Kenneth Marshall
On Wed, Feb 18, 2009 at 06:13:08PM +, Tim Cutts wrote: On 18 Feb 2009, at 5:54 pm, Dave Holland wrote: On Tue, Feb 17, 2009 at 05:52:23PM -0500, Jesse Vincent wrote: An excellent question. I have a sneaking suspicion there's some DB corruption in there somewhere :/ But maybe it's

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