Re: [rt-users] Create ticket template ?

2011-04-29 Thread k...@rice.edu
On Fri, Apr 29, 2011 at 11:29:13PM +0200, Albert Shih wrote: Hi all. Can I create something like a template of set of ticket ? Let me explain For exemple : I want to have some coffe in the office ;-) For doing that I need create: One ticket -- Need coffe in the

Re: [rt-users] RT - Very slow while updating, commenting or closing request

2011-05-11 Thread k...@rice.edu
On Wed, May 11, 2011 at 08:29:20PM +0530, Yaj Tap wrote: Hello, I have RT 3.8.1 on CentOS 5.5. Perl v5.8.8 Apache2 - v2.04 When I try to update the ticket or add a comment or close a request it takes 15-20 seconds to complete the task. Is there a way to fix this problem? Any

Re: [rt-users] Apache memory growth for RT

2011-05-12 Thread k...@rice.edu
On Thu, May 12, 2011 at 10:21:59AM -0400, Jeff Blaine wrote: I'm pretty confused. We have an Apache-served RT 3.8.7 instance with Postgres backend. It's using mod_perl. All 10 current httpd processes are over *300MB* each already after a host reboot 30 hours ago. We have a NON-RT

[rt-users] SelfService users need to login twice

2011-05-13 Thread k...@rice.edu
Hi, I am investigating a problem with the SelfService login page where unprivileged users must login two times in a row for it to succeed. I found this thread: http://www.gossamer-threads.com/lists/rt/users/90794 and I think that my issue is the same. Unfortunately, I cannot find the original

Re: [rt-users] SelfService users need to login twice

2011-05-13 Thread k...@rice.edu
On Fri, May 13, 2011 at 10:27:05AM -0500, k...@rice.edu wrote: Hi, I am investigating a problem with the SelfService login page where unprivileged users must login two times in a row for it to succeed. I found this thread: http://www.gossamer-threads.com/lists/rt/users/90794 and I

Re: [rt-users] SelfService users need to login twice

2011-05-13 Thread k...@rice.edu
On Fri, May 13, 2011 at 11:56:19AM -0400, Kevin Falcone wrote: On Fri, May 13, 2011 at 10:37:44AM -0500, k...@rice.edu wrote: On Fri, May 13, 2011 at 10:27:05AM -0500, k...@rice.edu wrote: Hi, I am investigating a problem with the SelfService login page where unprivileged users

Re: [rt-users] SelfService users need to login twice

2011-05-13 Thread k...@rice.edu
On Fri, May 13, 2011 at 12:36:55PM -0400, Kevin Falcone wrote: On Fri, May 13, 2011 at 11:18:52AM -0500, k...@rice.edu wrote: On Fri, May 13, 2011 at 11:56:19AM -0400, Kevin Falcone wrote: On Fri, May 13, 2011 at 10:37:44AM -0500, k...@rice.edu wrote: On Fri, May 13, 2011 at 10:27:05AM

Re: [rt-users] SelfService users need to login twice

2011-05-13 Thread k...@rice.edu
This was a fix for users going to http://rt.server/ and logging in and losing the cookie when being redirected by mod_perl to http://rt.server/SelfService/ Again, not sure what fix you applied, so it's hard to comment further. It was the 3.8 session

Re: [rt-users] Migrating to RT from another ticket system

2011-06-06 Thread k...@rice.edu
On Mon, Jun 06, 2011 at 01:44:01PM +0200, Bart wrote: Hi, We are currently working on migrating to Request Tracker. The step on which we are now is creating a proof of concept, this is coming along pretty nicely. With the O'Reilly book + mailing lists + wiki at hand we're getting there,

Re: [rt-users] RT second instance

2011-06-20 Thread k...@rice.edu
On Mon, Jun 20, 2011 at 05:36:07AM +0300, kobo...@udvarhely.net wrote: Hello, I installed a RT 4 under the standard /opt/rt4, with mysql database : rt4db, and rt4user/password mysql privileges. In apache is configured as virtualhost with mod_perl (2.0.4). Working great. Now i wanted to

Re: [rt-users] migrating from MySQL to Postgres?

2011-06-29 Thread k...@rice.edu
On Tue, Jun 28, 2011 at 05:40:21PM -0500, Dario Landazuri wrote: Greetings, Some progress has been made on this front. I have made some slight edits to Edward Groenendaal's script found here: http://wiki-archive.bestpractical.com/view/MySQLToPg that Ruslan pointed out. I am now able to

Re: [rt-users] New install of RT4 crashes Internet Explorer 8

2011-07-04 Thread k...@rice.edu
On Mon, Jul 04, 2011 at 11:21:28AM +0100, Sean McDaid wrote: Hi, yes zooming also causes the same problem. When I turn off either scripting or CSS the problem disappears. I'm trying to figure out what IE is doing differently than Firefox/Chome. Sean As crazy as it seems, IE may actually

Re: [rt-users] Search based on User CF's

2011-07-06 Thread k...@rice.edu
On Wed, Jul 06, 2011 at 02:30:44PM +0200, Bart wrote: Hi, I'm having some trouble with searching in RT, we have a situation where we want the ability search on user CF's. What I'm seeing is that I can only select fields that are in a ticket. I'd need requestor--CF.SomeCF like it's

Re: [rt-users] Which Apache Optimize Options are useful for RT?

2011-07-12 Thread k...@rice.edu
On Tue, Jul 12, 2011 at 02:38:04AM -0700, john s. wrote: So any other optmize measures that you can reccommed for RT without any problems such like mod_cache ? best regards john Here are some options that we have that you may want to give a try: # Reduce DEFLATE

Re: [rt-users] 3.8.x serious security issue with mixing

2011-07-12 Thread k...@rice.edu
On Tue, Jul 12, 2011 at 01:43:09PM -0400, Nicôle Layne-Balram wrote: This is in response to an older thread that I do not think has been resolved or at least I can't find a working resolution posted anywhere. The initial e-mail thread, logs and responses can be found here

Re: [rt-users] Address field behavior with RT 4.0.1 upgrade

2011-07-12 Thread k...@rice.edu
On Tue, Jul 12, 2011 at 04:10:17PM -0400, Max Hetrick wrote: On 7/12/2011 3:20 PM, Max Hetrick wrote: Ok, so I found where this is a new feature with the 4.0.1 release. I see where to adjust what fields and how you want the fields to behave. But, I see no place or how to make this go back

Re: [rt-users] Address field behavior with RT 4.0.1 upgrade

2011-07-12 Thread k...@rice.edu
On Tue, Jul 12, 2011 at 05:57:09PM -0400, Kevin Falcone wrote: On Tue, Jul 12, 2011 at 03:23:41PM -0500, k...@rice.edu wrote: On Tue, Jul 12, 2011 at 04:10:17PM -0400, Max Hetrick wrote: On 7/12/2011 3:20 PM, Max Hetrick wrote: Ok, so I found where this is a new feature with the 4.0.1

Re: [rt-users] Suppressing priority messages

2011-07-22 Thread k...@rice.edu
On Fri, Jul 22, 2011 at 08:59:05AM -0400, Jason Brown wrote: Hello all, We have a RT escalation script which is run every hour to increase the priority level of a ticket. In doing so, it creates a lot of noise within the work order itself, placing Enoch Root - Priority changed everytime

Re: [rt-users] Removing Inline History from RT ticket

2011-07-23 Thread k...@rice.edu
On Sat, Jul 23, 2011 at 01:12:56AM +0100, Naresh Maharaj wrote: Hi All Does anyone know how to remove the INLINE history from ticket updates. By this I mean text like the following: On Wed Jun 29 12:59:29 2011, jeffreyw...@xx.co.uk wrote: Good afternoon many thanks for

Re: [rt-users] Trouble with scrip to set status based on email subject

2011-08-30 Thread k...@rice.edu
Shouldn't that be TransactionBatch and not TransactionCreate? Cheers, Ken On Tue, Aug 30, 2011 at 11:17:54AM -0400, Dave Pascoe wrote: Forgot to mention - running 4.0.2. -Dave On Tue, Aug 30, 2011 at 10:53 AM, Dave Pascoe davek...@gmail.com wrote: Trying to set up this Scrip to set

[rt-users] Adding CustomField update support to MobileUI RT-3.8.8

2011-09-29 Thread k...@rice.edu
Dear RT Users, I am working on adding a some additional update capability to the MobileUI for an RT-3.8.8 installation. With the following change I can add Queue updating: rt2:/rt-3.8.8/local/plugins/RT-Extension-MobileUI/html/m/ticket diff -u reply* --- reply 2010-12-08 10:34:21.0

Re: [rt-users] Read requestor user CF and write the value into a ticket CF

2011-10-05 Thread k...@rice.edu
On Wed, Oct 05, 2011 at 03:31:32PM +0200, Bart wrote: Hi, For users we've added an extra CF which is an autocomplete field containing a list of roughly 450 organisations that we work with. We had to make a separate CF for this in order to help our users a little, saves typo's and makes

Re: [rt-users] Native FullText Search in mysql

2011-11-02 Thread k...@rice.edu
On Wed, Nov 02, 2011 at 11:59:40AM -0700, Ram Moskovitz wrote: Hey folks, Looks like MySQL has FTS built in : http://dev.mysql.com/doc/refman/5.5/en/fulltext-search.html Is this supported by RT 4.0x? Thanks! No quite, I believe. Oracle just announced InnoDB fulltext search vailability in a

Re: [rt-users] Custom search based on full months

2011-11-08 Thread k...@rice.edu
On Tue, Nov 08, 2011 at 08:10:19AM -0800, Scott Benson wrote: ok, so it doens't look possible based on the ticket search. Can I manually edit the Saved Search to do what I need it to do? I see that the Saved Search is encoded some how, is this just a basic mysql query or is it based on the

Re: [rt-users] turning off automated e-mails

2011-11-17 Thread k...@rice.edu
On Thu, Nov 17, 2011 at 09:53:49AM -0500, sharon.belliv...@frb.gov wrote: Tom - When we started using RT (3.6?), we set the template to 'Blank' for all scrips until we figured out which messages we did want to send. We then enabled the On Resolve, Reply to Requestors. Drawback: no silent

Re: [rt-users] Search issue

2011-11-23 Thread k...@rice.edu
On Wed, Nov 23, 2011 at 02:43:57PM -0500, Mark Fuller wrote: If we try to search using the quick search box on the main page we can not search for a number because rt thinks it has to search for a ticket number. Being an ITSP we often have phone numbers in the subject line we want to look for

Re: [rt-users] Full text search on postrgesql

2011-11-30 Thread k...@rice.edu
On Wed, Nov 30, 2011 at 12:23:45PM +, Guadagnino Cristiano wrote: Hi all, we are experimenting the upgrade to 4.x while switching to Postgres due to the easier setup of full text search (we were on mysql previously). The update went smooth and we have RT 4.02 in a testing environment

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

2011-12-09 Thread k...@rice.edu
On Fri, Dec 09, 2011 at 04:18:29PM -0500, Mike Johnson wrote: Greetings everyone, I've done a few searches on this and found various individuals that have come across similar problems, but none of these individuals had a resolution that fit my situation. RT 3.8.10 ExternalAuth0.08

Re: [rt-users] User Custom Fields and REST

2011-12-13 Thread k...@rice.edu
On Tue, Dec 13, 2011 at 12:46:00PM -0800, Ryan Backman wrote: Anyone have any experience reading and writing to user custom fields through the REST API. I can create and read everything but custom fields. I'm posting to server/REST/1.0/user/new/edit with the following: id: new email:

Re: [rt-users] Option to store attachments on the filesystem

2011-12-22 Thread k...@rice.edu
On Wed, Dec 21, 2011 at 11:12:04PM +, Geoff Mayes wrote: Hello RT Users and Developers, Our RT instance at the University of Oregon is outgrowing the standard settings in some ways. One way is with attachments. The size of our database is 15.3GB and 13.7GB of that comes from the

Re: [rt-users] Option to store attachments on the filesystem

2011-12-22 Thread k...@rice.edu
On Thu, Dec 22, 2011 at 02:17:00PM -0700, Brent Wiese wrote: Totally agree with this. An option to store attachments on the filesystem, however, is database-agnostic, so RT admins can select this option with MySQL, Oracle, Postgres, SQLite, etc. What if it wasn't DB agnostic? Does any

Re: [rt-users] Strip the requestor

2012-01-05 Thread k...@rice.edu
On Thu, Jan 05, 2012 at 01:20:22PM +, Tim Cutts wrote: On 5 Jan 2012, at 13:17, Randy Black wrote: Seriously, that’s no good. I need to remove everything from the requestor or change it to an internal user (nobody, root). I cannot be sending out emails for this queue. A postfix

Re: [rt-users] RT and Filemaker?

2012-01-09 Thread k...@rice.edu
On Mon, Jan 09, 2012 at 11:50:40AM -0800, Josh Tackitt wrote: Does anyone have RT configured to talk with a Filemaker database via ODBC? Is that even possible? I know Filemaker allows ODBC/JDBC connections. I know that RT is nicely robust and I'd expect it to be capable of something like

Re: [rt-users] Child or nested queues

2012-01-20 Thread k...@rice.edu
On Fri, Jan 20, 2012 at 09:52:18AM -0800, Yan Seiner wrote: Is it possible to have child or nested queues? We are tracking some large projects and it would be helpful to have nested queues where each major queue would have several child queues? For example, we have capital construction

Re: [rt-users] preventing ParseNewMessageForTicketCcs abuse

2012-02-21 Thread k...@rice.edu
On Tue, Feb 21, 2012 at 04:04:01PM +, Roedel, Mark wrote: Has anybody made any tweaks to keep ParseNewMessageForTicketCcs from being abused (say, by restricting the number of Ccs or limiting the accounts that can add Ccs in that manner)? Yes. Here is the bit we added to

Re: [rt-users] Reporting requirement - number of a call assignments

2012-03-01 Thread k...@rice.edu
On Thu, Mar 01, 2012 at 10:17:35AM +, Jim McIntyre wrote: Is there a way of reporting on the number of times a ticket has been reassigned to another analyst or to another RT queue. I am interested in reporting on the tickets that have a high number of reassignments. We use RT 3.8.2.

Re: [rt-users] transaction by misstake shredderd

2012-03-01 Thread k...@rice.edu
On Thu, Mar 01, 2012 at 06:12:00AM -0800, john s. wrote: Rt: 3.8.9 I mad a mistake. My intention was to delete a ticket with ticket number 103. But unfourtunatly i have deleted the transaction number 103. Is it possible to recover the transaction or at least to find out when the

Re: [rt-users] transaction by misstake shredderd

2012-03-01 Thread k...@rice.edu
On Thu, Mar 01, 2012 at 06:49:55AM -0800, john s. wrote: How can find out in the sql file if it's an ticket or an transaction. i think it's this sql file: INSERT INTO

Re: [rt-users] transaction by misstake shredderd

2012-03-01 Thread k...@rice.edu
On Thu, Mar 01, 2012 at 07:28:24AM -0800, john s. wrote: @ktm Thanks Now i have imported the sql file into the database... so now i would like to know what the transaction 103 is so how i can search for it ... best regards john s. From the previous SQL file:

[rt-users] RT 3.8.11 with nginx+SSL

2012-03-02 Thread k...@rice.edu
Hi RT Community, I am trying to setup RT 3.8.11 to use nginx and FastCGI and an encrypted HTTPS connection instead of the unencrypted HTTP connection. I took a look at the RT-Extension-Nginx-0.02 module but it only works with RT4, so I used it as a template and manually generated the following

Re: [rt-users] RT 3.8.11 with nginx+SSL

2012-03-02 Thread k...@rice.edu
On Fri, Mar 02, 2012 at 03:43:45PM +0100, Gerard FENELON wrote: Stab in the dark: have you changed $WebBaseURL ? Gerard Yes, the $WebBaseURL is set to https://rt2.rice.edu. Cheers, Ken RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012

Re: [rt-users] RT 3.8.11 with nginx+SSL

2012-03-02 Thread k...@rice.edu
On Fri, Mar 02, 2012 at 10:00:50AM -0500, Thomas Sibley wrote: Gerard FENELON wrote: Stab in the dark: have you changed $WebBaseURL ? Ken @ rice.edu wrote: and the URL is http://rt2.rice.edu:8443 and not the https version. If I change the URL manually from http to https I have logged

Re: [rt-users] RT 3.8.11 with nginx+SSL

2012-03-02 Thread k...@rice.edu
On Fri, Mar 02, 2012 at 10:27:19AM -0500, Thomas Sibley wrote: On 03/02/2012 10:15 AM, k...@rice.edu wrote: You probably want something like: Set($WebDomain, 'rt2.rice.edu'); Set($WebPort, 8443); Set($WebBaseURL, 'https://rt2.rice.edu:8443'); Alternatively, you could

Re: [rt-users] RT 3.8.11 with nginx+SSL

2012-03-02 Thread k...@rice.edu
On Fri, Mar 02, 2012 at 10:27:19AM -0500, Thomas Sibley wrote: On 03/02/2012 10:15 AM, k...@rice.edu wrote: You probably want something like: Set($WebDomain, 'rt2.rice.edu'); Set($WebPort, 8443); Set($WebBaseURL, 'https://rt2.rice.edu:8443'); Alternatively, you could

Re: [rt-users] RT 3.8.11 with nginx+SSL

2012-03-02 Thread k...@rice.edu
On Fri, Mar 02, 2012 at 10:41:42AM -0500, Thomas Sibley wrote: On 03/02/2012 10:30 AM, k...@rice.edu wrote: I am using the same one as the Apache+modper2+SSL instance and just starting the mason_handler.fcgi with nginx. Er, that's not going to work sometimes because you're running

Re: [rt-users] MySQL Scaling for a large instance

2012-03-13 Thread k...@rice.edu
Hi David, Our instance is not large, but have you tried profiling the load on the database to find out where your resource shortages are located? This will help you target the changes needed to improve the performance of the backend. As Ronald mentions, the first step would be to use partitioning

Re: [rt-users] RT and JasperReports Server Integration (got it working, anyone interested?)

2012-04-09 Thread k...@rice.edu
Hi Benjamin, Very cool. I would certainly be interested in this project. This may ameleorate some of the reporting issues that we have. Regards, Ken On Mon, Apr 09, 2012 at 12:39:25PM +0200, Benjamin Boksa wrote: Hi Everyone, RT has been my primary tool to manage Tickets and other Requests

Re: [rt-users] mysql to oracle migration

2012-04-10 Thread k...@rice.edu
On Tue, Apr 10, 2012 at 05:03:09PM +0100, Pedro Albuquerque wrote: Hi, I am trying to migrate mysql to oracle to have full text search. I updated successfully a RT 3.6.10 to RT 4.0.5 using mysql. However, when I migrate data and objects to oracle using sql developer, there is some issues in

Re: [rt-users] Un deleting tickets

2012-04-26 Thread k...@rice.edu
On Thu, Apr 26, 2012 at 11:44:56AM -0500, Chris Preston wrote: Hello all, I had set the status to deleted for thousands of records in a particular queue. I have now found out that we still need them. So I went into the tickets table and updated the records that were set to deleted and put

Re: [rt-users] RT has the worst reporting system

2012-05-02 Thread k...@rice.edu
On Wed, May 02, 2012 at 06:35:18PM +, Izz Abdullah wrote: Oddly, I think Ruslan's logic was correct. We have one for 'Older than x days' and it goes like this: LastUpdated 'x days ago' AND ( Status = 'new' OR Status = 'open') AND ( Queue = 'General' OR Queue = 'Another Queue

Re: [rt-users] reduce duplicate emails to ccadmin when owner

2012-05-24 Thread k...@rice.edu
On Thu, May 24, 2012 at 11:24:06AM -0400, Gilbert Rebeiro wrote: Hi All, I never got anyone's feedback on this situation. I would really appreciate someone else's experience to provide a solution to this user. Thanks in advance, Gilbert. On 10/04/2012 6:58 AM, Gilbert Rebeiro wrote:

Re: [rt-users] post security patch, error for CurrentUserCanSee

2012-05-24 Thread k...@rice.edu
On Thu, May 24, 2012 at 10:32:55AM -0500, Susan K. McClure wrote: I applied the new security patch to my 3.8.11 system. I used the new ReferrerWhitelist config option and added my rt's hostname:port But, I now when I select any existing ticket, I get an internal RT error has occurred.

Re: [rt-users] Priority greater than 99

2012-06-06 Thread k...@rice.edu
On Wed, Jun 06, 2012 at 02:03:04PM +, Scotto Alberto wrote: Hi all, I was wondering if setting Priority to a value greater than 99 (max allowed as documented) could bring to some problems. I think it would be useful to escalate overdue tickets incrementing the Priority by 1 every hour.

Re: [rt-users] MaxAttachmentSize

2012-06-26 Thread k...@rice.edu
On Tue, Jun 26, 2012 at 01:31:15PM +0100, Pedro Albuquerque wrote: Hi all, I set this on RT_SiteConfig to Set($MaxAttachmentSize, 67634176) to allow users upload files up to 64MB. # (64MB) However, users can upload files bigger than this size (no error and file is in the ticket); the

Re: [rt-users] Changing Stalled to Resolve

2012-06-26 Thread k...@rice.edu
On Tue, Jun 26, 2012 at 02:11:17PM -0400, Borngunners wrote: Where do I go to change the ticket status to show Resolved instead of stalled. I added resolved in RT_SiteConfig.pm, but it did not change after doing so. Thanks, You may want to check the archives, but unless your ticket volume

Re: [rt-users] can the RT database be failed-over to an alternate site?

2012-06-29 Thread k...@rice.edu
On Fri, Jun 29, 2012 at 06:09:51PM +, Carson, Leonard wrote: Hello, We are about to implement RT as a core service and want to add its DB to an existing Postgresql cluster which we fail over to an alternate site when we think that the DB service will be unavailable for more than 2

Re: [rt-users] Add new column to quick search

2012-07-12 Thread k...@rice.edu
On Thu, Jul 12, 2012 at 12:26:09PM +0100, Asanka Gunasekera wrote: Hi I am using RT 4 and I need to add new column that would show all resolved ticket count to quick Search and I could not find any place that would give me some step by step instruction how to do this Can some one point me

Re: [rt-users] username same but realname and email is different for existing user compare to ldap attribute, caused create ticket failed

2012-07-25 Thread k...@rice.edu
On Wed, Jul 25, 2012 at 02:27:00PM -0400, Asif Iqbal wrote: Hi We started using external auth for ldap auth using RT::Authen::ExternalAuth on RT 3.8.2 for more than a month. Our company name changed, so the email domain name changed from foo.com to bar.com I have user with valid

Re: [rt-users] username same but realname and email is different for existing user compare to ldap attribute, caused create ticket failed

2012-07-25 Thread k...@rice.edu
On Wed, Jul 25, 2012 at 12:31:48PM -0700, Thomas Sibley wrote: On 07/25/2012 12:26 PM, k...@rice.edu wrote: # We cannot assume uniqueness of Name for global RT use. ktm - 20091104 # #SANITY CHECK THE NAME AND ABORT IF IT'S TAKEN # if ($RT::SystemUser) { #This only works if RT

Re: [rt-users] RT Include substrings with Full-Text Indexing (PostgreSQL)

2012-07-26 Thread k...@rice.edu
On Thu, Jul 26, 2012 at 06:59:49PM +, Betz, Gregory wrote: Hello all, Is there any way to setup full-text indexing (with PostgreSQL) to index substrings? For example, I want to be able to search on part of a string but it currently fails because it is not delimited by spaces In

Re: [rt-users] EXTERNAL: Re: RT Include substrings with Full-Text Indexing (PostgreSQL)

2012-07-26 Thread k...@rice.edu
On Thu, Jul 26, 2012 at 07:26:32PM +, Betz, Gregory wrote: Hey Ken, So right know everything is indexed and searching works correctly except that I cannot search on a substring. For example, I have a ticket with the following contained within.

Re: [rt-users] Reporting SPAM From Within RT

2012-07-30 Thread k...@rice.edu
On Mon, Jul 30, 2012 at 10:49:45AM -0700, Tim Gustafson wrote: Hi, One problem that I have fairly regularly is that SPAM makes its way into my RT tickets. I run SpamAssassin on my RT box, so I was thinking that it should be easy-ish to connect RT to SpamAssassin's Bayesian learner to help

Re: [rt-users] E-mails not updating History?

2012-08-01 Thread k...@rice.edu
On Wed, Aug 01, 2012 at 08:13:28PM +0200, Mayk Backus wrote: Hello Mario, Check the permissions of the users (or groups) involved on the queues. My experience is to take a piece of paper and draw out a matrix for the permission structure.. Regards Mayk You can also use

Re: [rt-users] Email notification of updates

2012-08-10 Thread k...@rice.edu
On Fri, Aug 10, 2012 at 03:22:52PM +0100, Mark Goodge wrote: This is possibly a FAQ, but my Google-fu is failing to find me the answer and RTFM isn't helping either, so I'm asking here :-) How do I configure RT to notify me by email when someone else updates a ticket that I own? Mark

Re: [rt-users] Email notification of updates

2012-08-10 Thread k...@rice.edu
On Fri, Aug 10, 2012 at 03:44:23PM +0100, Mark Goodge wrote: On 10/08/2012 15:32, k...@rice.edu wrote: On Fri, Aug 10, 2012 at 03:22:52PM +0100, Mark Goodge wrote: This is possibly a FAQ, but my Google-fu is failing to find me the answer and RTFM isn't helping either, so I'm asking here

Re: [rt-users] RT, and the priority flag in Outlook?

2012-08-14 Thread k...@rice.edu
On Tue, Aug 14, 2012 at 11:03:57AM -0700, Joseph Spenner wrote: Is there a way to create a ticket, or some code I can apply to my existing RT installation such that I can create a ticket in RT and have it display the priority ! in Outlook?  I'm using RT 3.8.8. Thanks! Hi Joseph, I

Re: [rt-users] RT, and the priority flag in Outlook?

2012-08-14 Thread k...@rice.edu
On Tue, Aug 14, 2012 at 01:07:24PM -0700, Joseph Spenner wrote: From: k...@rice.edu k...@rice.edu To: Joseph Spenner joseph85...@yahoo.com Cc: RT- us...@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Tuesday, August 14, 2012 11:16 AM

Re: [rt-users] RT, and the priority flag in Outlook?

2012-08-14 Thread k...@rice.edu
On Tue, Aug 14, 2012 at 01:26:16PM -0700, Joseph Spenner wrote: Ken, thanks for the info! Ideally, the user could set the priority value in the ticket during creation. I think I could intercept the email in /etc/aliases and insert those headers if a priority is exceeded.  But how can I

Re: [rt-users] RT, and the priority flag in Outlook?

2012-08-15 Thread k...@rice.edu
On Wed, Aug 15, 2012 at 09:27:54AM -0700, Joseph Spenner wrote: Ok, as a simple test, I made a custom template for correspondence named Correspondence High Priority: -- RT-Attach-Message: yes X-Priority: 1 (Highest) X-MSMail-Priority: High {$Transaction-Content()} -- Basically, I

Re: [rt-users] Determine Requestor Email from Reply-to instead of From

2012-10-04 Thread k...@rice.edu
On Thu, Oct 04, 2012 at 01:53:31PM -0700, Shane Archer wrote: Hi, I am using RT to pick up website-generated support tickets as well as incoming emails from the outside world. We are using Amazon SES as a SMTP provider, and they restrict the From header to our own domain, so we are unable

Re: [rt-users] Large Attachments Table

2012-10-10 Thread k...@rice.edu
On Wed, Oct 10, 2012 at 10:36:22PM +0330, shayne.al...@gmail.com wrote: Dears; I have been face with a problem... after 3 years, out attachments table has been grown over 300GB in size and it's about 15 Million of records. for performance tuning I Ihad changes it's Table Engine into InnoDB

Re: [rt-users] Large Attachments Table

2012-10-11 Thread k...@rice.edu
On Thu, Oct 11, 2012 at 08:48:36AM +0330, shayne.al...@gmail.com wrote: Dear Ken; I will like that branch... and hope it to an alive branch :-/ tnx I believe that that branch was for a customer and was never released. You would need to engage Best Practical. Cheers, Ken Final RT

Re: [rt-users] SOLVED postgres 9.2.1, RT 4.0.5 - RT couldn't connect to database

2012-10-17 Thread k...@rice.edu
Or better yet, update your SELinux rules to allow it to work properly. Cheers, Ken On Tue, Oct 16, 2012 at 09:59:59PM +, Mike James wrote: Great, that's the answer! Thanks! -Original Message- From: rt-users-boun...@lists.bestpractical.com

Re: [rt-users] spawn-fcgi and rt-server.fcgi fail

2012-10-19 Thread k...@rice.edu
On Fri, Oct 19, 2012 at 02:25:09PM -0500, Alex Hanselka wrote: On 2012-10-19 13:32, Alex Vandiver wrote: On Fri, 2012-10-19 at 12:21 -0500, Alex Hanselka wrote: I also see a bunch of Inappropriate ioctl for device. I can provide a pastebin of the strace if necessary. The ioctl error is

Re: [rt-users] Look up User by Attribute in Scrip

2012-10-27 Thread k...@rice.edu
On Fri, Oct 26, 2012 at 04:52:37PM -0700, Ram wrote: Hey folks, I'm writing a scrip to help us manage our voicemails in RT. The voicemails arrive via email as attachments and the extension of the recipient is the only distinguishing characteristic in the email. How can I load an RT user in a

Re: [rt-users] Perl conflicts

2012-10-31 Thread k...@rice.edu
On Wed, Oct 31, 2012 at 10:25:31AM -0700, Thomas Sibley wrote: On 10/31/2012 09:45 AM, Ram wrote: Any other ideas? It's worlds-apart easier and less error prone to use an entirely separate perl build instead of just a separate perl lib path. See perlbrew. +1 It is much, much easier and

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

[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] 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

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

[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] 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

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

[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] 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

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] 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] 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] 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] 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] 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

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