Re: [rt-users] I've asked the beginner perl group but no one responded
On Apr 15, 2008, at 5:45 PM, Mathew wrote: I'm not installing RT via RPM. That's something that is unnecessary and not preferable. I just need to know how to install the three modules. Vivek Khera wrote: On Apr 15, 2008, at 11:55 AM, Mathew wrote: I'm trying to make the (re-)installation of RT as painless as possible for future generations. I've encountered a problem though in that I Then don't install it by hand; use a package manager for whatever OS you've got and install the RT package from that. Then your goal of making it painless as possible for future generations is not going to be met. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] I've asked the beginner perl group but no one responded
On Apr 16, 2008, at 9:57 AM, Mike Peachey wrote: I disagree. Distribution packaging systems cause a LOT of RT problems. Manual installation or platform-independent packaging is a much better way of managing RT and using CPAN to perform perl installations is by far the best automatable method. Must be crappy packages. The freebsd packages work wonderfully across upgrades. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] I've asked the beginner perl group but no one responded
On Apr 15, 2008, at 11:55 AM, Mathew wrote: I'm trying to make the (re-)installation of RT as painless as possible for future generations. I've encountered a problem though in that I Then don't install it by hand; use a package manager for whatever OS you've got and install the RT package from that. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] SOT: high performance web cache for RT
On Mar 19, 2008, at 12:30 PM, Joe Casadonte wrote: Following up on a thread from a couple of weeks ago. I'm curious as to how something like Varnish can help with what is, essentially, dynamically-generated content? It won't, unless you have a public view that gives the same view to every anonymous user. And then it will only reduce load for those people. It will also help for serving up the static content (image, style sheets), provided you've configured apache to serve those up outside of the mason code. However there is so little of this it hardly seems worth it, possibly unless you're serving up the static content using the same mod_perl processes as the main app uses. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Bounces back to tickets?
http://rt.bestpractical.com/view/RtBounceHandler Latest version attached here. Perfect, that will save me writing one. :) I've also posted it to my company's site, http://labs.mailermailer.com/downloads/ for future downloaders who find this on mail archives which don't do attachments. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Bounces back to tickets?
On Mar 17, 2008, at 8:22 AM, Tom Lanyon wrote: Has anyone redirected these bounce messages back into RT to be added as comments/correspondence onto the related ticket? Any side-effects or issues that we should be wary of? http://rt.bestpractical.com/view/RtBounceHandler Latest version attached here. rtbouncehandler Description: Binary data ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrip question and how to debug?
On Mar 14, 2008, at 2:25 PM, John Arends wrote: Second, is there a good way to debug scrips? I feel like I'm just feeling around in the dark and don't know how to tell if they're really working, or what the contents of variables are, etc. If I was writing sprinkle your scrip with lines like this: $RT::Logger-error(Got a create transacation...); and look in your RT logfile. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] HTTP and HTTPS on same RT server?
On Feb 26, 2008, at 3:15 AM, Danie Marais wrote: Can someone perhaps just confirm that an HTTP and HTTPS combination is not possible? It mostly works. the problem is you can only specify one address as the $WebBaseURL. On our instance, we can access it via either http or https, but at some point you might get redirected to the https version because that's what our base is. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] help with custom scrip condition
I have the following scrip condition for my one of my queues, to
prevent auto-replies to mail declared spam by spam assassin:
--cut here--
if ($self-TransactionObj-Type eq 'Create') {
$RT::Logger-error(Got a create transacation...);
my $co = $self-TransactionObj-ContentObj;
return 0 unless $co;
$RT::Logger-error(...checking if via email.);
return 1 unless $co-GetHeader('Received');
$RT::Logger-error(Looks like a juicy email);
# check if email is flagged as spam. assumes header set by mail
server
my $is_spam = $co-GetHeader('X-Spam-Flag') || 'nope';
my $rv = $is_spam eq 'YES' ? 0 : 1;
$RT::Logger-error(spam determination = $is_spam (autoreply =
$rv));
return $rv;
} else {
return 0; # do not run action
}
--cut here--
Is there some other (faster) preferred way to pull just the headers?
I have one message I'm trying to debug why we sent an autoreply to a
message that clearly was declared spam. It got to the step checking
if via email in my scrip, then seems to have returned true when it
didn't find a Received header.
I'm wondering if it is just timing out (no error in the log) since it
took over 30 seconds to get the content object:
Feb 19 11:32:49 rt RT: Got a create transacation... ((eval 15255):2)
Feb 19 11:33:21 rt RT: ...checking if via email. ((eval 15255):5)
Actually, quite often I get my scrip terminate at this step, even
though we almost always get tickets via email instead of at the UI.
Any ideas?
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Re: [rt-users] How to change mail sender address in envelope
On Jan 16, 2008, at 2:08 PM, Sharlon Carty wrote: Just add From: whoever [EMAIL PROTECTED] in your scrips. Should be the first line That doesn't change the envelope sender. You need to add the -f flag to the sendmail command line when using the sendmail program to inject messages. Not sure how to do it if you're using SMTP to inject messages. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT related Postgres question
On Nov 30, 2007, at 2:31 PM, Kenneth Marshall wrote: 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. sequential scans are not automatically bad. if your result set is more than a certain percentage of the whole table, it is more efficient to scan the table than to do the extra disk seeks of going back and forth to the index file too. having too many indexes is bad, as you have just added a *lot* of overhead for every insert/update/delete in that you must update all the extra indexes. there is some fine balance in between, which takes a lot of experience and analysis to find. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Initial Configuration
On Dec 3, 2007, at 2:02 PM, Robert Harper wrote: Installing RT for the first time and once I attempt to launch the site I get the following error. error: RT couldn't store your session. This may mean that that the directory '/opt/rt3/var/session_data' isn't writable or a database table is missing or corrupt. so is /opt/rt3/var/session_data not writable? did you configure RT to use the DB for sessions? is that DB busted? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT related Postgres question
CREATE INDEX objectcustomfieldvalues1 ON objectcustomfieldvalues USING btree (customfield, objecttype, objectid, content); CREATE INDEX objectcustomfieldvalues2 ON objectcustomfieldvalues USING btree (customfield, objecttype, objectid); The second index is redundant to the first. Depending on how the indexes are used (ie, all columns, or just some subset), if you reorder the columns, you can make the third index on this table redundant too. Similarly, your attachments1 index is redundant to attachments3. Also depending on how tickets1 index gets used swapping the order and removing tickets4 may be more efficient overall, as well. In general, if you're index columns list is a prefix of another index's, then it is a redundant index. This does not necessarily hold true for UNIQUE indexes, but often they are good enough even then. Ie, if the difference is within a percentage or two of time used, then you benefit over time by having one fewer index to update on row changes/inserts. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Unable to remove 3.6.1 after upgrade to 3.6.5
On Nov 11, 2007, at 6:35 PM, Mathew wrote: file. After restarting httpd RT comes up fine and indicates that v3.6.5 is in use. However, if I attempt to move or rename the old directory (rt-3.6.1) I get an internal server error. when the browser shows internal server error, the server logs more data to its own error log file. go see what that is, as it will have the details you need to solve your problem. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] race condition in take ticket
On Aug 13, 2007, at 2:56 PM, Vivek Khera wrote: I'm running 3.6.3; the production box hasn't been updated to 3.6.4 yet. Wasn't this race squashed a while back? I'm on postgres if that matters. FWIW, my support staff says this has been happening relatively frequently, not just the two they told me about yesterday. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] race condition in take ticket
On Aug 14, 2007, at 12:59 PM, Jesse Vincent wrote: On Aug 14, 2007, at 12:11 PM, Vivek Khera wrote: On Aug 13, 2007, at 2:56 PM, Vivek Khera wrote: I'm running 3.6.3; the production box hasn't been updated to 3.6.4 yet. Wasn't this race squashed a while back? I'm on postgres if that matters. FWIW, my support staff says this has been happening relatively frequently, not just the two they told me about yesterday. Did you manage to get a 3.6.4 up for testing? i do, but it has no tickets in it, nor does it have multiple users. I'll do some more testing. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] race condition in take ticket
In the dark ages, I reported some problems we had with our customer service people all clicking take ticket at the very same moment, and all of them succeeding (in their own view). This just happened to us again (twice today!) Three people clicked on the take link at the same time, and all three of them were assigned as the owner in succession. The last one is the only one that stuck. I'm running 3.6.3; the production box hasn't been updated to 3.6.4 yet. Wasn't this race squashed a while back? I'm on postgres if that matters. The ticket history shows it clearly: # Mon Aug 13 14:15:13 2007 pXX - Taken # Mon Aug 13 14:15:13 2007 mXX - Taken # Mon Aug 13 14:15:13 2007 sXX - Taken ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] race condition in take ticket
On Aug 13, 2007, at 3:11 PM, Todd Chapman wrote: I'm pretty sure that Todd submitted a patch that was supposed to sort this out. Todd? Yeah and I'm pretty sure the fix is in the latest RT release. I thought it was sorted out too, but it just bit us after a long time. I was waiting for 3.6.5 before disturbing production, but I suppose I'll put in 3.6.4 today and see if we can make it happen again. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] mod_fastcgi or mod_fcgi, whats your expirience?
On Jun 1, 2007, at 7:04 AM, Torsten Brumm wrote: do you have some configuration information for SCGI and RT and Apache? I just use FastCGI as it is well documented ;-) SpeedyCGI didn't pan out for me even though there is support in RT. I've not tried SCGI for RT but we use it for our own internal projects. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Re: RT 4
On May 1, 2007, at 6:58 PM, Jon Forrest wrote: A native mode ticket deletion function. I know that Ruslan wrote a ticket remover but my understanding is that RT was designed assuming that tickets wouldn't be deleted. In these days of massive spam, I don't think that's a reasonable assumption. Having a very strong and complete SQL model (not one hacked up with arbitrary values for lack of relation and such) would make this much simpler. The DB would handle all the cascading work for you and all you need to do is delete either the user or the ticket and the rest of the garbage goes with it. This would be my number 1 feature of RT4: a solid relational database model in which the DB enforces all data integrity for you. My number 2 feature would be simplification of the permissions management interface... right now it slices vertically so you have to go to each queue and manage users per queue. I'd also like to view it horizontally and manage queues per user, for example. If possible, the permissions mechanism should be fixed such that its representation in SQL would make for an easier way to query it when computing for example the top ten unowned tickets right now with complex setups with multiple queues you sometimes see fewer than 10 tickets since you can't view all of the top 10 based on your permissions which are computer too late. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: AW: [rt-users] RT problem
On Apr 24, 2007, at 8:44 PM, Ham MI-ID, Torsten Brumm wrote: Yes we had it also, special after on on longer time of pt no pot usage (?!?) We fixed it dirty by nightly reboots. Later we switched to mod_fcgid. We use mod_fcgi but we still do a nightly apache reload which just restarts the fcgi server processes. On occasion, we must reload during the day, but that is perhaps once every 4-5 months. It just seems to grow and grow the memory used per process. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgrade from 3.0.2 - 3.6.3, easy as 3.14159?
On Mar 5, 2007, at 1:12 PM, Steve Huston wrote: Since 3.6.3 is in Fedora Extras, I'll just install the RPM for that, but I'm curious about the database. Downloading the source for 3.6.3 and reading the UPGRADING file, it looks as though there's no change to the schema? Am I correct that simply restoring the DB on the new machine and pointing the new RT to it will be sufficient? If you treat your 3.6.3 install as an upgrade rather than a fresh install onto your restored DB, it *should* work. I don't know if the rpm's apply the necessary schema updates, but you can run them by hand as per the UPGRADING file from a source tree if it does not. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrip Testing
On Feb 14, 2007, at 5:13 PM, Joe Casadonte wrote: I'm currently testing a scrip that fires on ticket creation. Rather than continually creating test tickets (I'm on #4 :) is there a way to run a scrip as if a ticket had just been created, using an existing scrip? Thanks! i set up a separate test instance of RT + database so I can burn thru tix without issue. I generally feed a canned email message directly into rt-mailgate program rather than going to the trouble of sending email. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Source of new ticket: Web or email?
On Feb 14, 2007, at 8:05 PM, Joe Casadonte wrote:
Is there any way, specifically in a scrip, to determine if the
ticket just created was done via the Web UI or via an email? I
would like to disable auto-replies for web transactions where the
requestor is also the principal (they get instant feedback; they
don't need or want the additional email).
Ha! I spent some time doing this a couple of weeks ago... I came up
with this:
my $co = $self-TransactionObj-ContentObj;
...
if ($co-GetHeader('Received')) { # came via email }
smime.p7s
Description: S/MIME cryptographic signature
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Re: [rt-users] Spam email question
On Feb 8, 2007, at 1:02 AM, Mathew Snyder wrote: Shredder doesn't like when an email address contains either a single- or double-qoute. Understandably so considering this messes with Perl and makes it look for a closing, matching mark. This makes me wonder if it is possible to I don't think it is understandably so. It is clearly a bug in shredder... but without seeing the error, I can't comment further on what the problem might be. strip these out of the email *before* it gets inserted as the username/email address. Doing so would allow me to perform automated user shreds rather than run my script manually everynight. This assumes you get no legitimate email addresses with these characters. These characters are legal in the local part of an email address (at least the apostrophe is, not 100% sure on the double-quote.) smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to RT-admins handle mail loops (bounces)?
On Feb 7, 2007, at 8:02 AM, Tomas Olaj wrote: SSIA, ;) mail loops or bounces? these are two different things. mail loops should be handled by RT. I tried to fake it by making a custom scrip condition to throttle replies to the same address over a period of time, but there is no place to stash a last sent time and number of messages sent in a user record that i could find. we've had our share of autoresponder wars and have to manually intervene by disabling the on create scrip. as for bounces, I posted on the wiki in the contrib section details of how I link them back to the originating ticket so you know when a customer response failed. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] mod_fastcgi or mod_fcgi, whats your expirience?
On Jan 29, 2007, at 6:08 AM, Torsten Brumm wrote:The FastCGI protocol needs to die. It is very cumbersome and difficult to implement efficiently, and the C libraries for it are, shall we say, difficult to modernize. Lately I've been recoding our large projects to use the new SCGI protocol. The speedup and reliability and ease of implementation have dramatically improved.Btw. @Vivek. You wrote in another Post about performance "boost" with some new indexes, but i can find this., can you repost it or sent?These were for Postgres for RT 3.2, but seem to still apply to 3.6. The stock indexes that come with RT are basically unused due to how querybuilder makes queries. rt321index.sql Description: Binary data smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RE: Asset Tracker with RT 3.6
On Jan 26, 2007, at 12:43 PM, Philip Kime wrote: I found using the RT make upgrade or whatever is that is chmod'ed the AssetTracker tree to something like 750 so check the permissions afterwards. RT's install procedure goes about and mucks up permissions on anything and everything it finds in the rt install directory. And it picks very funny permissions, if you ask me Who needs executable library files? smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] mod_fastcgi or mod_fcgi, whats your expirience?
On Jan 24, 2007, at 5:42 PM, Chorg Heavy Industries wrote: mod_fastcgi is for apache 1. If you are using apache 2, then you should use mod_fcgid, since it is under active dev, and is much more stable ( under apache2 ) mod_fastcgi is also part of apache 2.0. I haven't checked 2.2. works just fine. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] mod_fastcgi or mod_fcgi, whats your expirience?
On Jan 23, 2007, at 8:47 AM, Torsten Brumm wrote: who is using mod_fastcgi and who mod_fcgi? Can me tell someone the pros and cons? We are still using mod_fastcgi and we have a lot of problems. Did some have a good configuration example for both?? What does lot of problems mean? Perhaps if you described the symptoms we could help fix the cause... I use mod_fastcgi on FreeBSD 6.1 with Apache 2.0, perl 5.8.8, SSL enabled. i have to do an apache reload (graceful restart) once per night to force it to restart the fastcgi processes as they seem to memory bloat and we process a lot of tickets. I'd love it if they had the equivalent of Apache::SizeLimit from mod_perl... ### RT3 FastCGI Directory /usr/local/rt3 AllowOverride None Order allow,deny Allow from all /Directory # set idle timeout a bit longer than RT's idle timeout. FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -processes 8 - idle-timeout 305 VirtualHost *:443 ServerName www.example.com DocumentRoot /usr/local/rt3/share/html AddDefaultCharset UTF-8 ErrorLog /var/log/httpd-rt-error.log CustomLog /var/log/httpd-rt-access.log combined AddHandler fastcgi-script fcgi Alias /NoAuth/images /usr/local/rt3/share/html/NoAuth/images Alias / /usr/local/rt3/bin/mason_handler.fcgi/ SSLEngine on SSLCipherSuite ALL:!ADH:!EXPORT56:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:- LOW:+EXP:+eNULL SSLCertificateFile /usr/local/etc/apache2/ssl.crt/ www.example.com.crt SSLCertificateKeyFile /usr/local/etc/apache2/ssl.key/ www.example.com.key Files ~ \.(cgi|shtml|phtml|php3?)$ SSLOptions +StdEnvVars /Files SetEnvIf User-Agent .*MSIE.* \ nokeepalive ssl-unclean-shutdown \ downgrade-1.0 force-response-1.0 /VirtualHost smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Dev Prod RT
On Jan 18, 2007, at 2:44 PM, Ryan Hardester wrote: Basically I'm making sure that what isn't in the DB is contained in the /path/to/rt3 folder. I'm pretty sure, just wanted to make sure before i commit to this setup :) what exactly are you attempting to do? prototype some changes then move them into production? RT writes nothing to that directory. Only stuff you put or modify there will be there. RT writes everything to the DB. The only non- stock file that I have in that directory is the RT_SiteConfig.pm file. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT_CorrespondAddressNotSet
On Jan 5, 2007, at 3:14 PM, Jesse Vincent wrote: If you leave it out, it defaults to general, which is fine if you're only sending mail about existing tickets, as the mailgate is smart enough to deal with a ticket hitting any address, no matter what queue it's in. So actually, should just work. Vivek: what failure case where you thinking of? must have misremembered. i was playing with the mailgate a lot the other week trying to get autoresponder to ignore messages tagged with spam by spam assassin, and it complained about some missing args if I didn't specify all of them. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] DBD::Pg 1.41...MISSING
On Jan 4, 2007, at 10:48 AM, Flynn, Timothy J wrote: it was installed. Forced an install and it seemed to work. Still no luck. So I downloaded 1.49 and installed it manually. RT still thinks it is missing. Ideas? you have more than one version of perl installed, and the one you're using to install stuff is different than the one used to test stuff, so it cannot find the modules. that's my guess. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Re: Disabling autoreplies for just one queue
On Dec 27, 2006, at 2:49 PM, Paul Johnson wrote: http://wiki.ursine.ca/Top_posting Rick Russell wrote: You have to replace the default autoreply scrip with a new scrip with a custom condition like so: OK, I think I follow now. I take it I was correct in thinking that scrips can only be set universally and not overridden on a per-queue basis? Disable the global scrip, and add an auto-reply per queue for the queues which need it. We use a custom template per queue so it was natural to do this anyhow. The other global scrips are all sensible for all queues the way we use them. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT -- IRC integration?
On Dec 22, 2006, at 4:19 AM, Matthew Seaman wrote: We're thinking about proving an IRC service for our customers to communicate with us, and as part of that we'd like to be able to integrate it with RT for ticketing and ultimately billing purposes. RT already does WWW and SMTP -- why not IRC too? When I first read this, I thought IRC would not be right for this task: it is a shared discussion and tracking who's talking about what is troublesome. It did seem logical though to add an IM interface, probably based on jabber. You'd chat with your ticket. Though this would probably be more of a cool interface for an admin to manage tickets instead of using the CLI program. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] permissions on etc dir files.
I was just updating the FreeBSD port to rt 3.6.2 and finally got around to digging into why there are funky file permissions on the etc files. For some reason they are all set to 0500 permissions, but not a single file there needs to be executable... Shouldn't they get 0400 instead? Also, I'd like to suggest that the config files be chgrp'd to the WEB_GROUP group to ensure that the http server can read them. Otherwise RT fails to run. I'm patching these changes into the FreeBSD port for now, but I think they ought to be in the original sources. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Auto Reply not sending
anything in the mail logs? are the autoreplies configured per-queue or globally? On Dec 18, 2006, at 11:30 AM, Richard Ellis wrote: When an email is received, the ticket is parsed correctly, custom fields are created and filled, ticket is put in the right queue etc, but the email to the requestor and to the Admin CC's to notify of arrival are not being sent. After that, everything works fine. This only affects a few queues, some of which have been working for ages. I have compared the config to queues that are working and they are identical, even down to the same template files and scrip names. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] What's new in 3.6.2?
On Dec 19, 2006, at 3:35 AM, Alessio Fattorini wrote: I have 3.6.1, what's new? What bug fix? What features? Tell me thanks.. Alessio Jesse's release announcement had a list of fixes and features. You might want to go back and read that. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Multiple values for $rtname
On Dec 19, 2006, at 7:52 AM, Richard Ellis wrote: Is it possible to have multiple values for $rtname? Not on a single RT instance. With fastcgi, you could actually run multiple instances with minimal extra resources. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] permissions on etc dir files.
On Dec 19, 2006, at 3:32 PM, Vivek Khera wrote: I was just updating the FreeBSD port to rt 3.6.2 and finally got around to digging into why there are funky file permissions on the etc files. For some reason they are all set to 0500 permissions, but not a single file there needs to be executable... Shouldn't they get 0400 instead? Also, I'd like to suggest that the config files be chgrp'd to the WEB_GROUP group to ensure that the http server can read them. Otherwise RT fails to run. Also, the config files themselves don't need to be 0550 mode, but 0440. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] bounce handling
On Dec 14, 2006, at 7:25 AM, Ruslan Zakirov wrote: I saw http://search.cpan.org/dist/Mail-DeliveryStatus-BounceParser/ on the CPAN that could help parse bounces. Nice! I'll be updating my script today ;-) smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] bounce handling
On Dec 11, 2006, at 4:56 PM, Vivek Khera wrote: I'm trying to figure out how to append bounce notices to tickets. Basically, if a bounce comes in to my return-path address, I want to scan it for evidence of a bounce from RT. If it finds it, append the message (or just the DSN report part if it is a DSN) to the offending ticket. Written, tested, and posted to http://wiki.bestpractical.com/index.cgi?RtBounceHandler That page needs to be despammed as the links in it are flagged in red, which hopefully can be cleared up. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] bounce handling
I'm trying to figure out how to append bounce notices to tickets. Basically, if a bounce comes in to my return-path address, I want to scan it for evidence of a bounce from RT. If it finds it, append the message (or just the DSN report part if it is a DSN) to the offending ticket. Has anyone written such a beastie? If not, I will write my own and then share it. I'm just looking to save some work :-) smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] What kind of hardware setup are you using?
On Dec 5, 2006, at 5:24 PM, John Arends wrote: How do you all handle backups/DR? Is anyone else running RT in a virtual machine? We use a live replication system to keep the DB up-to-the-second on another DB server. If the main DB dies, we just failover and point RT at the backup. We also take nightly snapshots of the database on yet another machine dedicated to that purpose on our network. Once per month, a set of snapshots is archived off to DVD and tossed into a safe. That pretty much covers our DB back up for RT... As for system backup, the only thing we backup of our RT installation is the etc/RT*Config.pm files and httpd+mailserver config files. To recover the RT installation, just re-install the software and copy those handful of configs files back in place. I suppose having a snapshot of the VM would be faster to recover :-) Our primary RT instance runs on a dedicated Dell 1950 with a hardware- mirrored drive and a local Postgres database. The replica runs on a dedicated 'backup' db server which also backs up several other databases. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Please help: RT3.4.4 running really slow
On Nov 14, 2006, at 8:53 AM, Ruslan Zakirov wrote: Vivek, have you seen difference on Pg between 3.4.4 and 3.4.5? We'd split a weird SQL query into two, the query is related to ACL checks. I haven't re-evaluated the indexes since 3.4.2 I believe. We have over 100k tickets in our system, many with a lot of items associated with them, and do not notice any intolerable slowness on the whole. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Web based Project Management Software [Slightly OT]
On Oct 19, 2006, at 10:46 AM, Ian Clancy wrote: Based on my research so far this looks promising http:// www.dotproject.net . We've been using Trac with our subversion repositories. Works well. DotProject seems interesting, too. Our only problem now is our task lists are spread out over multiple projects and in RT, so there is no simple global view of work. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] multi-instance patch for 3.6.1
On Oct 17, 2006, at 1:09 PM, Armaghan Saqib wrote: I installed 3.6.1 on freebsd with make MULTIPLE_INSTANCES=yes but it did not patch the files as was done for 3.4.5. This flag exists no more in the RT 3.6 port for FreeBSD. I'll be happy to add such a flag if someone is willing to provide the necessary patches. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Performance on PostgreSQL
On Oct 15, 2006, at 8:23 PM, Joby Walker wrote: As was pointed out to me the current value function returns the last value used for that connection, so from the pgsql side it is multithread safe -- but I don't know how using a connection pooling system like SQLRelay impacts things (because we might use a sqlrelay in the future is one of the reasons I modified our instance of SB). Well, you're not gonna multiplex the connection during the same transaction, so it will be safe to call the last_insert_id() method from DBD::Pg to query the sequence number of the last insert. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Performance on PostgreSQL
On Oct 13, 2006, at 6:48 PM, Joby Walker wrote: OIDs were used to get the id of the last insert. The was abandoned because of pgsql 8.1, but it was a horrible way to get the last id anyway. Current versions of SB insert the row and then get the current value of the sequence associated with that table. This is much faster and *should* be safe. Does it actually query the sequence or does it just pull the last insert id from the connection's return status? if the former, then it is not multi-thread safe, if the latter then it is faster than your method of pulling a sequence then doing insert (one trip to DB vs. two). smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Require non-blank mesage field
On Oct 12, 2006, at 5:19 PM, Matthew Pressly wrote: Where can I add code to prevent a ticket from being resolved with an empty 'Message:' field? I would like to just display an error message and redisplay the current page. That would block you from resolving a ticket without comment which was re-opened by a thank you response from your customer. Are you sure you want to restrict that? We get those all the time. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Performance on PostgreSQL
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 ON attachments USING btree ( oid ); CREATE INDEX cachedgroupmembersoid ON cachedgroupmembers USING btree ( oid ); CREATE INDEX objectcustomfieldvaluesoid ON objectcustomfieldvalues USING btree ( oid ); WTF is it trying to use OID's in queries? OID's are off by default on postgres 8.1 so most tables won't even have them. RT's schema.Pg file certainly doesn't request them. I never saw RT trying to use OIDs for anything when I analyzed the queries. Is this something new in searchbuilder? smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Performance on PostgreSQL
On Oct 13, 2006, at 9:32 AM, Dmitri Tikhonov wrote: Here's also a post from two years ago that still applies to 3.4.5: http://lists.bestpractical.com/pipermail/rt-devel/2004-September/ 006273.html I still use them in RT 3.6, too :-) smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Performance on PostgreSQL
On Oct 13, 2006, at 12:18 AM, Jesse Vincent wrote: Strongly recommend: * newer RT * newer Pg (8.x before 8.1.4 had some specialness) * vacuum analyzing your postgres instance. Also make sure your Pg is tuned properly for the size of your DB. See recent discussion in the postgres general mailing list (some tips came flying by earlier this week. Also see http://www.varlena.com/ GeneralBits/Tidbits/annotated_conf_e.html. I personally bump up the shared buffers, work mem, sort mem, checkpoint segments, and appropriatly set the effective cache size. If you're still running slow after bumping these up (and applying my indexes, mentioned earlier), you should profile your overall system to see where the bottleneck is. I'll vote it is your disk drives. At least use SATA... Our primary RT install is running on a Dell PE 1850 with hardware RAID1 on a pair of SCSI disks which can support 80Mb/s sustained read/ write speed. With several tens of thousand tickets, it is quite snappy. We even run it over SSL. Our configuration of software is FreeBSD 6.1 + apache + fastcgi for RT. RT makes zero use of mod_perl's advanced features, and fastcgi is much easier to get working right. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Performance on PostgreSQL
On Oct 13, 2006, at 10:53 AM, Kenneth Marshall wrote: to 3.6.x. This is with an older version of searchbuilder (1.36) on the 3.4.5 system. We could not upgrade to a newer version because it caused our DB queries to fail. Do you think that it is safe to remove the oid column? If you do a fresh new install of RT, you won't have them, so I suspect it is safe. I never bothered, though. I don't see how searchbuilder would construct a query that uses oids, though, since the string oid doesn't exist at all in version 1.43. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] New RT look and feel
On Sep 26, 2006, at 12:37 PM, Kenneth Marshall wrote: 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. Jesse hinted that the next major release of RT will have this ability when I asked him over the summer. But don't hold your breath waiting for it. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] version 3.6.1--dreaded infinite login - Apache::Sessions (Gentoo) fix!
we use a cname with no ill effects. On Aug 14, 2006, at 10:38 AM, Stephen Turner wrote: I can't answer your question, but I'm curious to ask another question to all the people who have this problem - do you have a CNAME/alias for your RT host? We do - the published URL for our RT system uses the CNAME. I've found that using the actual hostname or its IP address to access RT eliminates the problem. I have no idea why, but I'd like to see if others see the same behavior. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Search on merged ticket differs between 3.4.5 3.6.0
On Jul 18, 2006, at 9:27 AM, Barry L. Kline wrote: That is my EXACT problem. We have some queues where the admins get paged with a ticket. Let's say that ticket #200 is created and the admins get paged. One of them decides that 200 needs to be merged into 100 (for whatever reason). The other admins look at the queue, can't This is causing us problems in our workflow too. A search on either ticket number should pull up the new merged ticket, whichver number it is given. Please restore the RT 3.4 behavior. Thanks. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] Search on merged ticket differs between 3.4.5 3.6.0
On Jul 19, 2006, at 3:51 PM, Jesse Vincent wrote: (I'm pretty sure I did say this was bug the other day ;) Yes you did.. and thus is the peril of having two threads on the same subject displayed in a threaded mail reader... I wouldn't know where to look else I'd take a hack at fixing it. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] 3.6.0 speed improvements
On Jul 14, 2006, at 6:29 AM, Niels Huylebroeck wrote: # in httpd.conf KeepAlive On I've now also turned this on, thanks for the heads-up hadn't noticed this before (I run Centos 4.3 and it's disabled by default too) You absolutely 100% don't want to do this on a busy public web site, especially one behind a stateful firewall. Many web clients open up multiple connections simultaneously and you then end up with a bunch of servers in keepalive state, where they could be helping others. for a small load internal application, you won't notice the difference. and if you have a stateful firewall, all those keepalive state servers will suck up all the states on your firewall in no time flat. the redhat folks are not totally wrong in disabling it by default. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] 3.6.0 speed improvements
On Jul 15, 2006, at 12:44 PM, Jesse Vincent wrote: Jesse; When is the planned release for 3.6.1, I am planning an upgrade to 3.6 and from I 've been reading it sounds its worth waiting till 3.6.1 Roy We, as a matter of course, do not promise release dates, other than to support customers. I'm not convinced that we have the auto- logout bug that some folks are seeing licked. That's a showstopper for 3.6.1. FWIW i upgraded our RT 3.4 to 3.6.0 this morning (2:30am!!!) and everything seems to be running just fine. I used the FreeBSD port for the upgrade and if I do say so myself, it went quite smoothly. None of the service reps have complained about anything, though one engineer did complain about the look and feel and wants to find some customized skin he can apply to it... :-) smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] First Impressions of RT V3.6.0rc2
On May 24, 2006, at 11:23 AM, Nick Metrowsky wrote:On installation, the install required installing two perl CPAN modules and it failed to do it via “make fixdeps”, so I had to do them by hand. Not a big deal. The rest of the install/upgrade went flawlessly. Let’s just say it was much easier to go from 3.4.4 to 3.6.0rc, than it was to go from care to share what those two modules were? smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] Multiple tickets per incoming email
duh. and i even know that untd.com is juno, bluelight, etc. sorry. that's what happens at 2am (or was it 8pm) when you're messing up timezones. On May 23, 2006, at 11:02 AM, Schultz, Eric wrote: United *On*line, not United *Air*lines :-) Eric Schultz United *On*line -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Vivek Khera Sent: Monday, May 22, 2006 2:08 PM To: RT-Users list Subject: Re: [rt-users] Multiple tickets per incoming email On May 18, 2006, at 11:37 AM, Schultz, Eric wrote: Eric Schultz United Online Heh... i'm reading and responding to my email (offline) on a United flight from frankfurt to washington... when do we get satellite hookups to the net? Then I could check my RT status too... :-) smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] Multiple tickets per incoming email
On May 18, 2006, at 10:31 AM, Jesse Vincent wrote: still queued for submission. The quick-and-easy fix is to change the --timeout on your mail aliases Also, be sure that the fcgi timeout (if you're using fcgi) is greater than the timeout you give to RT. I use 305 seconds for fcgi, and 300 seconds for rt, and also 300 seconds for postfix to run a command. When fcgi would timeout (because I had a shorter timeout) I would get duplicated messages on large attachments I've also limited attachment size since then too :-) smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] Multiple tickets per incoming email
On May 18, 2006, at 11:37 AM, Schultz, Eric wrote: Eric Schultz United Online Heh... i'm reading and responding to my email (offline) on a United flight from frankfurt to washington... when do we get satellite hookups to the net? Then I could check my RT status too... :-) smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] Earliest Postgres Support
On Apr 8, 2006, at 9:32 PM, Mathew Snyder wrote: We are currently using v3.0.9 with a Postgres database. Someone around here said that the two had to be shoehorned together because v3.0.9 doesn't support Postgres. Is this correct? Take that shoehorn and hit the guy upside the head with it. Postgres has worked fine with RT since at least version 2 which is when I started using it. I'd recommend upgrading to 3.4.5 since it is *way* faster and has many fixes since 3.0. The upgrade is pretty straightforward and you just run some simple scripts to update the DB schema (no dump/reload like the 2.x to 3.x jump). ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
