Re: [rt-users] How to safely uninstall RTFM

[Jesse Vincent]

On Fri, Jun 25, 2010 at 10:49:52AM -0300, Fernanda Martins wrote:
> Hi,
> 
> I need to remove RTFM from RT. But I don't want to drop de FM's tables,
> cause I'm afraid that I may corrupt something.
> 
> Any sugestion? how to safely uninstall RTFM?

What version of RT are you using? In 3.8, you should be able to just change the 
Plugins list in your site config file.

> 
> Fernanda L. M. Martins

> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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Re: [rt-users] RT Mobile for iPhone (Dustin Collins)

[Jesse Vincent]

> >As a first step, it would probably be easier to create a special
> >stylesheet to create the "illusion" of an app.
> 
> Yes, my first thought was that a mobile stylesheet might make
> it easier to use RT on a mobile device.  It could be done on
> the server side, rather than the client (but then it's not an
> app you can sell).

It's not that hard to put together a reasonable mobile UI for RT,
especially if we start reasonably small.  That would have the advantage
of working on many platforms instead of just one. 

How many of you need offline-ability for your mobile RT usage?

-Jesse


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Re: [rt-users] Multiple doctypes/HTML Validation

[Jesse Vincent]

On Mon 28.Jun'10 at  1:23:42 -0400, Dan Mahoney, System Admin wrote:
> Secondly, if the HTML doesn't validate, why bother setting strict,
> and not transitional?

I suspect that "best intentions" and "the real world" come into it.
When I get a moment, I'll probably relax our doctype to HTML5.  I'm so
happy that XHTML has been thoroughly discredited ;)

-Jesse


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Re: [rt-users] RT performance enhancements

[Jesse Vincent]

On Fri  9.Jul'10 at 16:53:53 +1200, Francois Marier wrote:
> On Fri, 2010-07-09 at 14:51 +1000, Rajesh Singh wrote:
> > Would the same speed ups apply for 3.8.8?
> 
> I haven't tried it on RT 3.8, but I'm pretty sure you'd see similar
> effects since the non-optimised graphs I see from a RT 3.8 instance are
> very much like the 3.6 ones I had.

That's pretty surprising to me, as we're squishing CSS and marking
static objects as static and cacheable and are using -moz and
-webkit-border-radius for the corner rounding.  I'd be curious to see
what you're seeing.
> 
> Cheers,
> Francois



> 
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Re: [rt-users] RT performance enhancements

[Jesse Vincent]

On Sat 10.Jul'10 at 10:10:33 +1200, franc...@catalyst.net.nz wrote:
> > On Fri  9.Jul'10 at 16:53:53 +1200, Francois Marier wrote:
> >> I haven't tried it on RT 3.8, but I'm pretty sure you'd see similar
> effects
> >> since the non-optimised graphs I see from a RT 3.8 instance are very much
> >> like the 3.6 ones I had.
> >
> > That's pretty surprising to me, as we're squishing CSS and marking static
> > objects as static and cacheable and are using -moz and
> -webkit-border-radius
> > for the corner rounding.  I'd be curious to see what you're seeing.
> 
> On the RT 3.8.5 instance I have access to, I'm seeing this:
> 
> - no rounded corner images (unlike 3.6)
> - images served statically
> - css files squished
> - javascript not squished
> - javascript and css served by mod_perl (my guess)

We've definitely improved caching behaviour in the past year or so
(3.8.5 was early fall 2009). The firebug profile of the first request of
index.html isn't so interesting for me. What do you see on subsequent
requests? How does it compare with what you see on
http://issues.bestpractical.com? (login as guest / guest)


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Re: [rt-users] RT performance enhancements

[Jesse Vincent]

On Sat 10.Jul'10 at 16:56:14 +1200, franc...@catalyst.net.nz wrote:
> > How does it compare with what you see on
> > http://issues.bestpractical.com? (login as guest / guest)
> 
> In terms of caching, not even the images are cached by my browser
> (something that the default 3.8.5 config does do). I have attached a
> Firebug profile for that site (after reloading the first page a few
> times).
> 

How are you hitting reload? The response you're getting sure _looks_
like you're doing a browsercache-busting shift-reload.

Can you show me the headers you're getting from one of the requests
coming off of issues.bestpractical.com?

I'm currently traveling in france and seeing something far less awful
for caching behaviour out of issues.bestpractical.com.

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Re: [rt-users] RT performance enhancements

[Jesse Vincent]

On Sat, Jul 10, 2010 at 11:43:37PM +1200, franc...@catalyst.net.nz wrote:
> > How are you hitting reload? The response you're getting sure _looks_
> > like you're doing a browsercache-busting shift-reload.
> 
> I just click the regular reload (hitting r in vimperator) but with
> Firebug's network window open. I think you might be on to something
> though, because Firebug probably needs to do a full reload in order to get
> proper stats on each of the files.

That behaviour is different than I get by, say, browsing to
http://issues.bestpractical.com/index.html twice in a row, which more
accurately models what real users are doing.  When I do that, firebug
_does not_ reload any of those resources.

I appreciate the work you've done to look at RT's web peformance and you're 
right that we could improve first-page load further by squishing our 
javascript, but I don't think that your profiling is really giving you an 
accurate picture of how RT 3.8 does things.

Best,

-Jesse 

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Re: [rt-users] 3.8.4 - Customers able to see tickets for queues they don't have rights on

[Jesse Vincent]

> This is on 3.8.4 - we've got 3.8.8 on a test system and it doesn't seem to be 
> showing the same problem on there.
> 
> Anyone noticed this before??
> 
> I use UseSQLForACLChecks = 1. If I turn that off then at least they can't see 
> things they shouldn't, but now the search results are very messed up and you 
> might have to page until you can find a visible ticket.
> 

I suspect that this is "We've fixed a bug in UseSQLForACLChecks" more
than anything else.

There's a reason (several actually) that we describe UseSQLForACLChecks
as beta ;)

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Re: [rt-users] New install of RT3.8.8 - 64bit?

[Jesse Vincent]

On Fri 23.Jul'10 at  6:58:47 -0400, Chad Osmond wrote:
> Not really true, PAE has been in since 2.2.23 and allows addressing up to 
> 64GB of RAM in Linux in a 32 bit system..

Historically, though, MySQL does really poorly when given more than 4G
of ram on a 32 bit system.
> 
> 
> 
> From: rt-users-boun...@lists.bestpractical.com 
> [rt-users-boun...@lists.bestpractical.com] On Behalf Of 
> ronald.higg...@gmail.com [ronald.higg...@gmail.com]
> Sent: Thursday, July 22, 2010 6:22 PM
> To: Joseph Spenner; rt-users-boun...@lists.bestpractical.com; 
> rt-us...@bestpractical.com
> Subject: Re: [rt-users] New install of RT3.8.8 - 64bit?
> 
> 32bit systems cannot address more than 4GB memory so go with 64bit so you 
> don't find yourself needing to reinstall the O.S in a year or 2 because you 
> need more RAM. IMHO of course.
> 
> Regards
> 
> Ronald
> Sent via my BlackBerry from Vodacom - let your email find you!
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

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Re: [rt-users] Mysql queries slow

[Jesse Vincent]

On Thu 22.Jul'10 at  9:52:14 -0700, William Graboyes wrote:
> Hi Ken,
> 
> I do not have the full hardware specs.  It is a hosted RT system.  The specs 
> that I do have access to are as follows:
> 
> Probably a dual core single CPU system, speed unknown
> 2gb of ram
> 80 gb hd space they are using md but I do not know the configuration 
> particulars.
> 
> I know it is not much help.  I have applied all the mysql tuning tricks I 
> know to it.

It's worth trying out mysqltuner.pl and seeing what it tells you.
(http://mysqltuner.pl)

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[rt-users] [ADMIN] - Off-topic discussions

[Jesse Vincent]

Hey folks,

I've thrown the list into "moderation" mode.  

While the Internet is a wonderful forum for discussing religion and
exploring our personal religious, spiritual and cultural differences,
rt-users isn't the right place for that sort of thing.

I should note that I don't consider discussions of MySQL vs PostgreSQL
to fall under this prohibition.

If you'd like to discuss this policy, please write me _personally_ at 
je...@bestpractical.com. If you reply to this post or to the earlier
thread, you may get automatically flagged for moderation, delaying
any on-topic mail you might send to the list.

Best,
Jesse


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Re: [rt-users] Query Builder Result Page -> Clickable CustomField Link

[Jesse Vincent]

Maybe you could use the 'link values to' feature to put something together?

"Torsten Brumm"  wrote:

>Hi RT Users,
>i have a question regarding CustomFields of Type Upload On File. If i create
>a query and at the output i let display RT the Content of this Field, i get
>a the Name of the Attached File, so far so good.
>
>But now i like to direct link this as downloadable link, is there any way to
>do this?
>
>-- 
>MFG
>
>Torsten Brumm
>
>http://www.brumm.me
>http://www.elektrofeld.de
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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[rt-users] [Rt-announce] RT for Mobile Devices 0.9

[Jesse Vincent]

Over the past few weeks, I've been spending my time putting together an
initial implementation of a modern phone-friendly interface for RT.

We've just published the source code to
http://github.com/bestpractical/rt-extension-mobileui and it will show
up at http://search.cpan.org/dist/RT-Extension-MobileUI in the very
near future.

This is very much an initial release and I know there are things that
need improvement, though I'd greatly appreciate feedback to help figure
out what those improvements should be.

We've tested this new UI on the iPhone, Android 2.x, BlackberryOS 4.5
and 5.0, Kindle 2.5 and in a number of desktop browsers. We've only
tested this on a recent RT 3.8, but it _should_ work on older versions
of RT. Reports of failures on 3.6.x or 3.8.x would be much appreciated.

Once you install the extension, you can have a look around from your
desktop browser by visiting /m on your RT server.  The Mobile UI tries
pretty hard to detect mobile browsers and push them to the mobile login
page, though there's a link to get back to the full UI if it gets your
browser wrong.

Right now, the mobile interface supports:

External Authentication
Regular RT Login
Creating Tickets
Search (using the same "Simple Search" as the main UI)
Display of saved searches
Ticket display
Ticket comment/reply
Ticket history
Attachment download

You can see some screenshots at http://blog.bestpractical.com/

-Jesse

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Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9

[Jesse Vincent]

On Fri, Aug 06, 2010 at 11:41:08AM +0100, Howard Jones wrote:
>  On 05/08/2010 22:08, Jesse Vincent wrote:
> > We've tested this new UI on the iPhone, Android 2.x, BlackberryOS 4.5
> > and 5.0, Kindle 2.5 and in a number of desktop browsers. We've only
> > tested this on a recent RT 3.8, but it _should_ work on older versions
> > of RT. Reports of failures on 3.6.x or 3.8.x would be much appreciated.
> Small documentation note:
> 
> Above and beyond the modules needed for RT itself, I needed to install
> Module::Install, Module::Install::RTx and Module::Install::Readme to get
> Makefile.PL to run. I've never done module packaging, but I thought you
> could specify this in the Makefile.PL itself somehow?

Did you pull from github or from cpan? The version on CPAN has that stuff baked 
in.

> 
> The UI itself looks nice though :-) The main menu has a 'Page Not Found'
> message at the top for some reason, but it's quite usable - iPhone
> 3G/3.1, RT 3.8.8
>
I'm having trouble replicating the "Page not found" issue.
 
> Howie

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Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9

[Jesse Vincent]

On Fri, Aug 06, 2010 at 10:18:46AM -0500, Max McGrath wrote:
> I have replicated the Page Not Found on the top.

Can you send me the raw html of that page?

> I pulled from CPAN.

Yes, that has nothing to do with the above, only with the inc/ issue the other 
poster had.

> Also, I've noticed the SelfService pages do not have a mobile interface.  Is
> this correct?  Or did I mess something up?

No, I haven't implemented a mobile self-service interface.

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Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9

[Jesse Vincent]

On Fri, Aug 06, 2010 at 04:35:27PM +0100, Howard Jones wrote:
>  On 06/08/2010 16:14, Jesse Vincent wrote:
> > Did you pull from github or from cpan? The version on CPAN has that
> > stuff baked in.
> > I'm having trouble replicating the "Page not found" issue.
> This was from github last night. I agree that 'cpan -i
> RT::Extension::MobileUI' does the right thing though.
> 
> For the Page not found part, I get this on 3 different 3.8.7/3.8.8
> installs - one of which is very 'vanilla'.
> Here's a screenshot, just for clarity:
> http://wotsit.thingy.com/haj/images/mobile-ui.png

*nod* I've just pushed an 0.91. I'm curious if that fixes it.

> 
> Cheers,
> 
> Howard

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Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9

[Jesse Vincent]

On Fri, Aug 06, 2010 at 05:44:40PM +0100, Jim Tambling wrote:
> Installed from cpan (0.90) on to 3.8.8. Works fine on T-Mobile branded
> Symbian 60 browser apart from seeing the "Page not found" message at the
> top of the page. Other than that, great extension! My field engineers
> will love it.

0.92 should fix that issue. I've pushed it to cpan already.
 

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Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9

[Jesse Vincent]

On Fri, Aug 06, 2010 at 12:35:53PM -0500, Max McGrath wrote:
> Ok, stupid question.  How do I go about getting the latest one from CPAN?

https://pause.perl.org/incoming/ is the secret-ninja location for brand-new 
stuff.

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Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9

[Jesse Vincent]

On Fri, Aug 06, 2010 at 06:38:43PM +0100, Tim Cutts wrote:
> We've been playing with this today, and it's a very good start, thanks Jesse. 
>  I know my colleague Dave has already sent you a patch.

Yep. And I've pushed out 0.92 with a fix for the problem Dave hit, as well 
as... 


> My only criticisms of it so far are these:
> 
> 1)  On Safari on my iOS4 iPhone, it often seems to get the width of the 
> display wrong when showing search results.  Interestingly when setting Safari 
> on my Mac to pretend to be Safari for iPhone, it doesn't make the same 
> mistake.  This may of course be a bug in Safari on iOS4.

Interesting. Sadly, nobody here has an iOS4 phone. The only iPod with OS4 we 
havecrashes when it tries to browse the mobile site, but I don't trust the 
device's provenance.


> 2)  In my opinion (and others in the office thought so too), there's a lot of 
> wasted screen real-estate; some of the fonts are too large, and there is a 
> lot of padding around stuff which spaces everything out too much and reduces 
> the amount I can see on screen.  For example, the main home page has so much 
> padding around each item that it doesn't all fit on my iPhone's screen.  The 
> same goes for the pretty rounded corner eye candy too; it tends to force you 
> to use even more padding around text to make it look decent.

Try out 0.92. I've tightened it up _some_ but tightening up the homepage too 
much will make the targets completely unclickable for folks with smaller 
screens.

I'm not opposed to killing the corner rounding off entirely.  I'd certainly 
love patches to make the mobile UI more usable.  Because we're trying to hit 
things that aren't just Mobile WebKit and have...wildly different resolutions 
and physical sizes, I need to be careful about changes, but I know we could do 
a FAR better job than we're doing now. 

So yes, please send patches. Or fork the project on github and send pull 
requests.

Best,
Jesse

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Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9

[Jesse Vincent]

On Fri, Aug 06, 2010 at 12:43:10PM -0500, Max McGrath wrote:
> Thanks Jesse.
> 
> I downloaded it and did the following:
> 
> 
> # perl Makefile.PL
> # make
> # make install
> 
> then i restarted apache.
> 
> This is what I get:
> 
> This webpage has a redirect loop.
> 
> The webpage at *http://rt.carthage.edu/rt//m/* has resulted in too many
> redirects. Clearing your cookies for this site or allowing third-party
> cookies may fix the problem. If not, it is possibly a server configuration
> issue and not a problem with your computer.

Ok. If you go to /m/index.html, does it work right?

And can you send along your apache configuration?
 

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Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9

[Jesse Vincent]

On Fri, Aug 06, 2010 at 12:50:20PM -0500, Max McGrath wrote:
> Yup, that worked!

Ok. If you add 

Options indexes 
DirectoryIndex index.html

to the RT directory's configuration in apache, does going to /m/ work?

> 
> And Page not found is gone!  Awesome!
> 
> Here's my config...
> --
> Max McGrath
> Asst. Network Admin/Systems Specialist
> Carthage College
> 262-552-5512
> mmcgr...@carthage.edu
> 
> 
> On Fri, Aug 6, 2010 at 12:44 PM, Jesse Vincent wrote:
> 
> >
> >
> >
> > On Fri, Aug 06, 2010 at 12:43:10PM -0500, Max McGrath wrote:
> > > Thanks Jesse.
> > >
> > > I downloaded it and did the following:
> > >
> > >
> > > # perl Makefile.PL
> > > # make
> > > # make install
> > >
> > > then i restarted apache.
> > >
> > > This is what I get:
> > >
> > > This webpage has a redirect loop.
> > >
> > > The webpage at *http://rt.carthage.edu/rt//m/* has resulted in too many
> > > redirects. Clearing your cookies for this site or allowing third-party
> > > cookies may fix the problem. If not, it is possibly a server
> > configuration
> > > issue and not a problem with your computer.
> >
> > Ok. If you go to /m/index.html, does it work right?
> >
> > And can you send along your apache configuration?
> >
> >

> 
> ServerName rt.carthage.edu
> ServerAdmin m...@carthage.edu
> 
> # config for your main content
> DocumentRoot /var/www
> 
> # here and in other places goes config
> # of your main host
> 
> # as RT is out of document root then we want alias
> # and should define directory access
> 
> Alias /rt/ /opt/rt3/share/html/
> 
> Order allow,deny
> Allow from all
> 
> 
> PerlRequire /opt/rt3/bin/webmux.pl
> 
> AddDefaultCharset UTF-8
> SetHandler perl-script
> PerlHandler RT::Mason
> 
> 


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Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9

[Jesse Vincent]

On Fri, Aug 06, 2010 at 06:10:00PM -0400, Daniel Farst wrote:
> Using RT 3.8.2 and BlackBerry OS 5

Yep. We've found the lower-bound on the extension. Looks like it's
3.8.3. And you _really_ ought to be running at least  3.8.5 or newer.

(http://lists.bestpractical.com/pipermail/rt-announce/2009-November/000176.html)

> 
> Whenever I try to display a ticket I'm getting an error saying
> 
> could not find component for path '/Ticket/Elements/ShowPriority'
> 
> 
> When creating a new ticket, I get a similar error message except it says 
> "EditTransactionCustomFields" instead of "ShowPriority". When I click create 
> however I get another error: "Queue could not be loaded".
> 
> Other than that this looks awesome!
> 
> - Dan
> 
> -- 
> Daniel Farst
> IT Support Coordinator
> College of Arts and Sciences
> Case Western Reserve University
> 
> daniel.fa...@case.edu
> o: 216.368.2375
> m: 216.334.9146
> 
> Public key on keyserver.pgp.com
> --
> Thursday, August 5, 2010, 5:08:31 PM, Jesse Vincent wrote:
> --
> > Over the past few weeks, I've been spending my time putting together an
> > initial implementation of a modern phone-friendly interface for RT.
> 
> > We've just published the source code to
> > http://github.com/bestpractical/rt-extension-mobileui and it will show
> > up at http://search.cpan.org/dist/RT-Extension-MobileUI in the very
> > near future.
> 
> > This is very much an initial release and I know there are things that
> > need improvement, though I'd greatly appreciate feedback to help figure
> > out what those improvements should be.
> 
> > We've tested this new UI on the iPhone, Android 2.x, BlackberryOS 4.5
> > and 5.0, Kindle 2.5 and in a number of desktop browsers. We've only
> > tested this on a recent RT 3.8, but it _should_ work on older versions
> > of RT. Reports of failures on 3.6.x or 3.8.x would be much appreciated.
> 
> > Once you install the extension, you can have a look around from your
> > desktop browser by visiting /m on your RT server.  The Mobile UI tries
> > pretty hard to detect mobile browsers and push them to the mobile login
> > page, though there's a link to get back to the full UI if it gets your
> > browser wrong.
> 
> > Right now, the mobile interface supports:
> 
> > External Authentication
> > Regular RT Login
> > Creating Tickets
> > Search (using the same "Simple Search" as the main UI)
> > Display of saved searches
> > Ticket display
> > Ticket comment/reply
> > Ticket history
> > Attachment download
> > 
> > You can see some screenshots at http://blog.bestpractical.com/
> 
> > -Jesse



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Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9

[Jesse Vincent]

On Mon, Aug 09, 2010 at 09:31:07AM -0400, testwreq wreq wrote:
> With WebExternalAuth, you never see the login screen. How is the
> authentication working?
> Thanks, vm

It should work exactly the same way as the desktop UI.

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Re: [rt-users] mail body: HTML with embedded CSS

[Jesse Vincent]

Text::Template is the perl module RT uses for templates.

It uses { and } for template delimiters. 

http://search.cpan.org/~mjd/Text-Template-1.45/lib/Text/Template.pm

should show you how to escape your templates - specifically:

http://search.cpan.org/~mjd/Text-Template-1.45/lib/Text/Template.pm#JavaScript



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Re: [rt-users] 32 levels deep in component stack (infinite recursive call?)

[Jesse Vincent]

On Thu 26.Aug'10 at 11:27:23 +0100, Thorvald Hallvardsson wrote:
> Hi guys,
> 
> Another problem. When I'm trying to access CONFIGURATION -> GLOBAL -> USER 
> RIGHTS || GROUP RIGHTS || RT AT A GLANCE I'm getting an error:
> 
> 32 levels deep in component stack (infinite recursive call?)
> 
> Output from dev mode can be found here:
> http://paste-it.net/public/x7307cf/
> 
> I was trying to find the solution in google but all related problems dropped 
> some sort of proper errors (like module cannot be found). In my case there 
> are no
> "proper" error or I missed it.
> 
> It's the brand new installation from yesterday so I presume I have got all 
> perl modules most up to date (besides Email::Address).

Hi Thorvald,

Can you send the output of the "System Information" page under
"Configuration -> Tools"?

Thanks,
Jesse

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Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9

[Jesse Vincent]

Thanks. I've pushed out 0.96 with WebOS listed.


On Wed, Aug 25, 2010 at 04:55:59PM -0400, Jason A. Smith wrote:
> On 08/05/2010 05:08 PM, Jesse Vincent wrote:
> >
> >We've tested this new UI on the iPhone, Android 2.x, BlackberryOS 4.5
> >and 5.0, Kindle 2.5 and in a number of desktop browsers. We've only
> >tested this on a recent RT 3.8, but it _should_ work on older versions
> >of RT. Reports of failures on 3.6.x or 3.8.x would be much appreciated.
> 
> Hi Jesse,
> 
> I just had a coworker try the mobile UI on his new Palm WebOS phone
> and it didn't detect his phone automatically.  Adding 'WebOS' to the
> HTTP_USER_AGENT env var regex fixed it for him.  We have version
> 0.95 installed here.
> 
> ~Jason
> 



> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9

[Jesse Vincent]

On Wed, Sep 01, 2010 at 11:39:26AM -0500, Max McGrath wrote:
> I seem to be having issues on my Blackberry with the MobileUI.
> 
> Here's what I have:
> 
> RT 3.8.8 on Ubuntu 10.04 and MobileUI 0.96.
> 
> Blackberry Curve
> Blackberry 8530
> v5.0.0.654 (Bundle 1108, Platform 4.2.0.298)
> 
> If I tell the browser to go directly to the MobileUI it works -- but it does
> not auto detect it and just brings me to the normal login page...
> 
> Am I missing something simple?
> --

Can you get the string the user's browser identifies itself as?

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Re: [rt-users] Webmux.pl crashes Apache22 on FreeBSD 8.1

[Jesse Vincent]

On Thu, Sep 02, 2010 at 02:16:06PM -0700, dill weed wrote:
> I recently updated my installation of rt38 from the ports collection
> on FreeBSD 8.1 and found that webmux.pl will not allow apache22 to
> start.  Here is a copy of the error that I'm am receiving:


"make testdeps" from the RT build directory?
Also, what version of Devel::StackTrace is installed?

> 
> [Wed Sep 01 11:01:08 2010] [error] Devel::StackTrace does not define
> $Devel::StackTrace::VERSION--version check failed at
> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class/Base.pm line
> 10.\nBEGIN failed--compilation aborted at
> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class/Base.pm line
> 10.\nCompilation failed in require at
> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class.pm line
> 10.\nBEGIN failed--compilation aborted at
> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class.pm line
> 10.\nCompilation failed in require at
> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Exceptions.pm line
> 73.\nBEGIN failed--compilation aborted at
> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Exceptions.pm line
> 73.\nCompilation failed in require at
> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Tools.pm line
> 18.\nBEGIN failed--compilation aborted at
> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Tools.pm line
> 18.\nCompilation failed in require at
> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Request.pm line
> 41.\nBEGIN failed--compilation aborted at
> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Request.pm line
> 41.\nCompilation failed in require at (eval 1218) line
> 3.\n\t...propagated at /usr/local/lib/perl5/5.10.1/base.pm line
> 94.\nBEGIN failed--compilation aborted at
> /usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Web/Request.pm line
> 55.\nCompilation failed in require at
> /usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Web/Handler.pm line
> 60.\nBEGIN failed--compilation aborted at
> /usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Web/Handler.pm line
> 60.\nCompilation failed in require at /usr/local/bin/webmux.pl line
> 150.\nCompilation failed in require at (eval 4) line 1.\n
> 
> [Wed Sep 01 11:01:08 2010] [error] Can't load Perl file:
> /usr/local/bin/webmux.pl for serve blah.blah.home:0, exiting...
> 
> However when I comment out the webmux.pl line from my httpd.conf the
> server starts fine.  I'm not sure why the error is coming from
> Devel::StrackTrace and I'm not sure how to fix this error.  I'm
> anxious to hear what tips other users might have.
> 
> Everything is update as far as the ports collection is concerned. I'm
> running FreeBSD 8.1, apache 2.2.16, mod_perl2 2.0.4, mysql
> 5.1.(something).  All items were installed from the ports collection.
> 
> Thank you in advance for the help,
> Reid
> 
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Re: [rt-users] Webmux.pl crashes Apache22 on FreeBSD 8.1

[Jesse Vincent]

On Thu, Sep 02, 2010 at 02:51:48PM -0700, dill weed wrote:
> I don't have access to the server until Monday to run "make testdeps",
> but the version of Stacktrace that I'm using is p5-Devel-StackTrace
> 1.23 from the FreeBSD ports collection.
> 

Is it actually installed in a path RT can see?

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Re: [rt-users] Slow Ticket History

[Jesse Vincent]

Tim,

Thanks for these patches. I'm...very surprised at the numbers you're seeing, 
but appreciate that you have something that can help. I'll look at getting this 
rolled into core.


On Tue, Sep 07, 2010 at 12:24:35PM +0100, Tim Cutts wrote:
> 
> On 6 Sep 2010, at 5:54 pm, rt-users-requ...@lists.bestpractical.com wrote:
> 
> > So far we've tried installing RT on different hardware, both 32 and 64bit 
> > versions of linux. RT is still very slow for long tickets. All the time is 
> > taken up by the perl/apache process maxing out a core of CPU.
> > 
> > We've even gone as far as trying to profile the code. We came up with this 
> > graph of where the time was going:
> > 
> > 
> > We then tried to go further into those functions but can't find a single 
> > smoking gun call that is taking all the time.
> > 
> > For example in a ticket that takes 22s to render approx 5 secs goes on 
> > these 2 lines:
> > 
> > File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
> > 
> > my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } 
> > @attachments;
> > 
> > grep { ($_->TransactionId == $Transaction->Id ) && 
> > ($trans_content->{$_->Id} = $_)  } @attachment_content;
> > 
> 
> From what I can tell, the real problem here is repeated scanning of both the 
> @attachments and @attachment_content arrays, which makes the execution speed 
> of the ShowHistory element O(N^2) with respect to the number of transactions; 
> painful, to say the least.
> 
> 1)  The %$trans_content hash can be made up front in a single pass, for all 
> the attachments in the ticket, turning this into an O(N) operation, rather 
> than O(N^2)
> 2) The $trans_content variable is only used in one place; it's passed to 
> ShowTransaction, where it is then passed on to ShowTransactionAttachments.
> 3)  In there, there are some errors which cause some autovivification of hash 
> members which needn't happen.
> 4)  You can do much the same up-front calculation with $trans_attachments as 
> well, so you don't have to keep grepping through it
> 
> I've now made those changes, and on a reasonably large ticket (216 
> transactions) it reduced the ticket rendering time on my system from 2.5 
> minutes to 34 seconds, which is a pretty good improvement, I think.
> 
> On a more extreme ticket, with 417 transactions, the 3.8.8 release code takes 
> over 20 minutes to render the ticket (I gave up waiting), so in fact it's 
> considerably worse order execution time than I thought.  My patched code 
> takes 2.2 minutes - still not brilliant but hey, this ticket is now 
> renderable, which it was not before.
> 
> Just for some background, the hardware I'm running on:
> 
> RT database:  2 CPU virtual machine, 8GB RAM, MySQL, running on vSphere 4.1 
> on a 2.0 GHz E5504 Nehalem system
> RT web server:  2 CPU virtual machine, 2GB RAM, on the same type of physical 
> hardware as the database server
> 
> As far as I can tell, I have not semantically altered the code, but others 
> may want to test more thoroughly.  I have not yet put this on my production 
> web server - I cloned my web server VM and made my changes to the clone (God, 
> I love VMs for this sort of thing!)
> 
> Regards,
> 
> Tim
> 
> Here are my patches to Ticket/Elements/ShowHistory:
> 
> --- /opt/rt3/share/html/Ticket/Elements/ShowHistory   2010-05-14 
> 13:58:15.0 +0100
> +++ /opt/rt3/local/html/Ticket/Elements/ShowHistory   2010-09-07 
> 11:59:30.0 +0100
> @@ -84,6 +84,10 @@
>  <%perl>
>  my @attachments = @{$Attachments->ItemsArrayRef()};
>  my @attachment_content = @{$AttachmentContent->ItemsArrayRef()};
> +my $trans_content = {};
> +map { $trans_content->{$_->TransactionId}->{$_->Id} = $_  } 
> @attachment_content;
> +my $trans_attachments = {};
> +map { push (@{$trans_attachments->{$_->TransactionId}}, $_) } @attachments;
>  
>  while ( my $Transaction = $Transactions->Next ) {
>  my $skip = 0;
> @@ -97,12 +101,6 @@
>  
>  $i++;
>  
> -my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } 
> @attachments;
> -
> -my $trans_content = {};
> -grep { ($_->TransactionId == $Transaction->Id ) && 
> ($trans_content->{$_->Id} = $_)  } @attachment_content;
> -
> -   
>  my $IsLastTransaction = 0;
>  if ( $OldestFirst ) {
>  $IsLastTransaction = $Transactions->IsLast;
> @@ -118,7 +116,7 @@
>Transaction  => $Transaction,
>ShowHeaders  => $ShowHeaders,
>RowNum   => $i,
> -  Attachments  => \...@trans_attachments,
> +  Attachments  => $trans_attachments->{$Transaction->id},
>AttachmentContent=> $trans_content,
>LastTransaction  => $IsLastTransaction
>   );
> 
> and here's the patch to ShowTransactionAttachments (both files need to be 
> patched):
> 
> --- /opt/rt3/share/html/Ticket/Elements/ShowTransactionAttachments
> 2010-05-14 13:58:15.0 

Re: [rt-users] Slow Ticket History

[Jesse Vincent]

On Thu, Sep 09, 2010 at 08:15:37AM +0100, Justin Hayes wrote:
> We gave those patches a try. Shaved ~4s from our 20s, which isn't bad so we 
> might look at rolling them into Live.

Justin,

Have you tried running ticket loads under Devel::NYTProf with the standalone 
server to try to identify what's up here for you?

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Re: [rt-users] RT-Extension-Mobile Links/Dependencies

[Jesse Vincent]

On Fri, Sep 10, 2010 at 12:13:36PM -0400, Curtis Bruneau wrote:
> I was wondering if there was plans to convert the Links/dependent
> tickets to use the mobile URLs instead. I briefly checked out the
> code and it's using the main site's elements. It seems like it's a
> bit of work to convert due to a few files being used.

RT should automatically redirect you to the mobile ticket display when you get 
to a /Ticket/Display.html?id=... page
> 
> Curtis
> 
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Re: [rt-users] RT -> Multiple DB's

[Jesse Vincent]

Would "standard" replication do what you want?

ronald.higg...@gmail.com wrote:

>Hi All.
>
>Has anyone found a mechanism for RT to write to 2 different DB's but read from 
>1 ? This would be useful for testing different DB configurations without to 
>much Impact to users?
>
>Regards 
>
>Ronald Higgins 
>Sent via my BlackBerry from Vodacom - let your email find you!
>
>RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] Securing /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm

[Jesse Vincent]

> > Solutions like "well make the file only readable by root" aren't going to
> > be accepted (not by me, but by our security team). Needs to be a hashed
> > password, may be, or something.. I don't know.. soliciting ideas.
> >

When people talk about hashes, they are _typically_ talking about
one-way functions. You can tell if two passwords hash to the same thing, 
but can't typically reverse a hashed password into usable credentials.

Have you tried asking your security people for recommendations? Presumably
they have a way they'd like you to do this.

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Re: [rt-users] change main menu place to right

[Jesse Vincent]

Hi Armin,

To date, we haven't spent a lot of time with RT and RtL languages. I'd
certainly appreciate any advice you have on what we need to do to better
support them.

Best,
Jesse

On Sun 19.Sep'10 at 17:50:21 +0430, armin imani wrote:
> hi
> i am using RT in Persian. because Persian is a right to left language,
> i want to change the place of main menu from left to right
> who can i doing this?
> 
> --
> 
> Best Regards
> Armin Imani
> 
> 
> 
> -- 
> 
> Best Regards
> Armin Imani
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] Unable to access site after reboot

[Jesse Vincent]

On Fri, Sep 24, 2010 at 07:16:08AM -0500, Poulter,   Dale wrote:
> We have been running RT 387 for several months without any issues.  However,  
> after a reboot of the server the site is not accessible.  When we attempt to 
> access the site we get prompted to download the file.  This appears to point 
> to a module not being loaded but no errors seem to be generated.  Have any 
> one experienced this and resolved it?  Any suggestions?  Thanks.
> 

I bet you're running RedHat Enterprise 5.5 and RHN "upgraded" your Perl, 
breaking modules that RT depends on.

-Jesse

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[rt-users] [Rt-announce] An update on RT 4.0

[Jesse Vincent]

A good long time ago, I announced that we'd begun work on a massive
re-engineering effort to update and improve RT, replacing large 
parts of the internals with a new web framework, overhauling the UI
and numerous subsystems inside the RT core. I told you that we'd be
releasing this as "RT 4" as quickly as we could, though it was a pretty
serious development effort. While we were always circumspect about
release dates, I hinted to a few of you that you might see RT 4 in 
early 2008.

If you've ever come to one of our public RT developer/administrator
training classes, you'll have heard me warn you never to trust a vendor
when they promise a release date, even if that vendor is me. 

**  If you haven't ever come to one of our public training sessions,  **
**  we're running one in Washington DC on October 25th and 26th.  **
**  You can find out more at http://bestpractical.com/training**

It should go without saying that we missed our original early-2008 target
date. As we worked, we discovered just how much bigger the project was
than we'd originally intended. At the same time, the RT 4 codebase was
different enough that users would probably have to completely rewrite
their local customizations and changes.

We've put a number of engineer-years into RT 3.999. It's been difficult
to accept, but over the past six months we've come to the conclusion that
the RT 3.999 codebase isn't going to be the next step in RT's evolution.

That's the bad news.

There's some good news, too.

Since we first branched RT 4 development in late 2007 (before we released
RT 3.8), we've remained committed to RT 3. RT 3.8 has seen almost 2000
commits and approximately 250,000 lines of changes. Those changes run
the gamut from bug fixes to security improvements and major new features.

Over the past four months, we've been hard at work on RT 3.9, a new
development branch based on RT 3.8. Many of the features we've been
working on in RT 3.9 are driven by a generous and supportive customer,
but we've also been able to backport a number of features from our
original RT 4 effort.

As of today, some of the bigger features you can find in RT 3.9 are:

* A new access-control editing UI
* Performance improvements
* Date custom fields
* Timestamp custom fields
* IP Address custom fields
* IP Address Range custom fields
* A new "ticket lifecycle" state engine
* A mobile-optimized web interface
* Browser-based theme and logo customization

We expect fast full-text searching on Postgres and Oracle, as well some
other cool features, to land in RT 3.9 within the next few weeks.

Later today, we will release RT 3.9.4, the first beta version on the
new road to RT 4.0.0. This is a DEVELOPMENT SNAPSHOT and not intended
for production deployment. It should be possible to upgrade your test
databases from RT 3.8.8 to RT 3.9.4. If you run into trouble, please
report it to rt-de...@lists.bestpractical.com.

**  Sign up for the last RT admin/developer training of 2010!**
**  Join us October 25 and 26th in Washington, DC.   **
**  In addition to the regular technical content, I'll be talking**
**  about RT's future and showing you how to get started with RT 4.  **
**  You can find out more at http://bestpractical.com/training   **  

Before you do anything with RT 3.9, you should _definitely_ read the
UPGRADING document, as it describes some fairly substantial changes.

We're not yet promising that the APIs in 3.9 are stable or that
we've documented every problem and upgrade headache. That said,
we do want to hear about what you like (and what you don't). Again,
rt-de...@lists.bestpractical.com is the right place to report such things.

You'll have RT 4.0.0RC1 by December 25, 2010[1].

Best,

Jesse Vincent
Best Practical


[1] RC means "Release Candidate" -- It's important to note that I haven't
promised a release date for RT 4.0.0. You just can't trust vendors who
do that.


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[rt-users] [Rt-announce] RTIR 2.6.0 release candidate 1

[Jesse Vincent]

I'm pleased to announce that the first release candidate for RTIR 2.6.0 is
now available for download. 

The major change in RTIR 2.6 is improved control of custom fields in
RTIR. In earlier releases, all of RTIR's custom fields were prefixed with
'_RTIR_'.  RTIR 2.6 continues our work to move RTIR to using standard
RT APIs and extension mechanisms.  It's now easier than ever to add and
remove fields in RTIR with fewer side effects and less custom code.

This upgrade is NOT fully automated. It's very important that you
validate all custom code stored in RT's database.  You can read more
about the upgrade procedure in the "UPGRADING" document included in
the distribution.  If you already have a support contract for your RTIR
instance or are interested in picking one up, Best Practical can make
staff available to help you plan your upgrade.

RTIR 2.6 is intended for use with RT 3.8.

Information on other changes in RTIR 2.6.0RC1 is below.

http://download.bestpractical.com/pub/rt/devel/RT-IR-2.6.0rc1.tar.gz
http://download.bestpractical.com/pub/rt/devel/RT-IR-2.6.0rc1.tar.gz.sig

SHA:

0e832292326abf129690af6f9a39c6d070d6e95a  RT-IR-2.6.0rc1.tar.gz
189cab91270c41b0bcf3b7c380b6d779e004ca38  RT-IR-2.6.0rc1.tar.gz.sig

Best,
Jesse


Changes:

* INCOMPATIBLE: prefix '_RTIR_' has been deleted from
  all custom fields in RTIR. See UPGRADING for upgrade
  instructions.
* INCOMPATIBLE: New option %RTIR_CustomFieldDefaults
  that replaces several $RTIR_*_default options that
  were there before, don't forget to update config.
* almost all default Custom Fields of RTIR now can be
  disabled or un-applied. Read more in Administration
  Tutorial.
* IP CF can be changed to single value
* On create with linking (a new child from an incident or a new
  incident from a child) use default values for custom fields
  from linked object
* allow to use any custom field for lookup, not only IP,
  no UI at the moment, but can be used via arguments of a URL
  in clicky actions or linked CFs
* switch SimpleSearch over to the buttonless version
* RTIR's SimpleSearch searches by IP in all queues if
  query is an IP only
* we have search in any RTIR's queue, so we need default
  search format, new entry in $RTIRSearchResultFormats
  config option
* switched over RT's style for RTIR's query builder
* RT::IR->OurQueue(...) method
* RT::IR->CustomFields(...) method
* refactored test suite for re-use in RTIR's extensions
* better described Incident input field on Create pages


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[rt-users] [Rt-announce] RT 3.9.4 - first development release leading to RT 4.0.0

[Jesse Vincent]

It gives me great pleasure to release RT 3.9.4, the first development 
snapshot leading up to the eventual release of RT 4.0.0.

This snapshot is immediately available from:

http://download.bestpractical.com/pub/rt/devel/

a0a6fcaaf07d1496c2b28a82a4e760bdbd6b5b26  rt-3.9.4.tar.gz
d8dd8fafb3330bfa2bf598ddccf7de8b550c506c  rt-3.9.4.tar.gz.sig


Over the past four months, we've been hard at work on RT 3.9, a new
development branch based on RT 3.8. Many of the features we've been
working on in RT 3.9 are driven by a generous and supportive customer,
but we've also been able to backport a number of features from our
original RT 4 effort.

As of today, some of the bigger features you can find in RT 3.9 are:

* A new access-control editing UI
* Performance improvements
* Date custom fields
* Timestamp custom fields
* IP Address custom fields
* IP Address Range custom fields
* A new "ticket lifecycle" state engine
* A mobile-optimized web interface
* Browser-based theme and logo customization

We expect fast full-text searching on Postgres and Oracle, as well some
other cool features, to land in RT 3.9 within the next few weeks.
 
Later today, we will release RT 3.9.4, the first beta version on the
new road to RT 4.0.0. This is a DEVELOPMENT SNAPSHOT and not intended
for production deployment. It should be possible to upgrade your test
databases from RT 3.8.8 to RT 3.9.4. If you run into trouble, please
report it to rt-de...@lists.bestpractical.com.  This release is not
considered to be production-ready and you should not run it in production.
 
Before you do anything with RT 3.9, you should _definitely_ read the
UPGRADING document, as it describes some fairly substantial changes.
 
We're not yet promising that the APIs or schema in 3.9 are stable or that
we've documented every problem and upgrade headache. That said,
we do want to hear about what you like (and what you don't). Again,
rt-de...@lists.bestpractical.com is the right place to report such things.

Best,

Jesse Vincent
Best Practical



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Re: [rt-users] [Rt-announce] RT 3.9.4 - first development release leading to RT 4.0.0

[Jesse Vincent]

On Wed, Sep 29, 2010 at 03:25:50PM -0400, Jeff Voskamp wrote:
>  On 09/28/2010 05:36 PM, Jesse Vincent wrote:
> > * A mobile-optimized web interface
> Does this mean we don't the the MobileUI plugin?

Right. I took the mobileui plugin and plugged it in ;)

> Jeff

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Re: [rt-users] Slow Ticket History

[Jesse Vincent]

On Tue  7.Sep'10 at 12:24:35 +0100, Tim Cutts wrote:
> 
> From what I can tell, the real problem here is repeated scanning of both the 
> @attachments and @attachment_content arrays, which makes the execution speed 
> of the ShowHistory element O(N^2) with respect to the number of transactions; 
> painful, to say the least.
> 
That still shouldn't have been _slow_,  but you're 100% right that it
was inefficient. I've taken a slightly cleaned up version of the patch
into 3.9 - along with a bunch of other ticket history perf work I've
been doing over the past few weeks, I think you'll find it to be a
pleasant change.

Thank you!

-jesse

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Contribution: Connecting SVN and RT

[Jesse Vincent]

Josh,

While it may have needed customization to do exactly what you're trying to do, 
is there a reason you didn't start with 
http://search.cpan.org/dist/RT-Integration-SVN/?

Best,
Jesse


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Contribution: Connecting SVN and RT

[Jesse Vincent]

On Fri, Oct 08, 2010 at 05:45:28PM -0400, Josh Narins wrote:
> Primarily, because I didn't know it existed.
> 
> Secondarily because, even though I looked through the code, I'm still fuzzy 
> on exactly what a ticket looks like after the update. It changes the Links? 
> Aren't Links usually to other tickets? So far I've just merged tickets, and 
> made some depend on others. Can a RefersTo store an arbitrary text string 
> like path/under/r...@123? For those who don't know, @123 is subversion's "pin 
> revision syntax."

Yes. RT lets you plug in arbitrary URI schemes. So we added a svn one.

So. this code adds a link from the ticket to the commit when the commit 
includes a [ticket #2313] in the commit message. It also lets you update the 
ticket from the commit message with certain key:value pairs and adds commit 
messages to ticket history.

> 
> Thirdly, my way is a bit less work. The commit hook, since it has access to 
> the svnlook output, has the owner, repository, revisions, and so on. I feel, 
> with my basic understanding of your code, that mine can accomplish the same 
> overall amount of work with less effort.

I'm a big fan of the loose coupling "webhook" style provoked poll of 
RT-Integration-SVN, but really whatever works for you works ;)

-Jesse
> 

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Language on RT 3.9.4

[Jesse Vincent]

I believe we've fixed this for the next 3.9 beta

"seb...@gmail.com"  wrote:

>Hi list,
>
>On 3.9.4 we can switch the user language. It always displays in
>default English, no matter what language we select.
>
>Any help?
>
>Thanks.-
>
>RT Training in Washington DC, USA on Oct 25 & 26 2010
>Last one this year -- Learn how to get the most out of RT!

-- 
Sent from my Android phone with K-9 Mail. Please excuse my brevity.

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] General permissions question

[Jesse Vincent]

On Fri 22.Oct'10 at  9:34:40 -0400, Josh Narins wrote:
> I have three classes of users, I'm wondering if my privileges/groups setup is
> what RT intends.
> 
> Class 1: Administrators. These three people can do anything.
> 
> Class 2: People who log into RT and own and resolve tickets. Each is only 
> going
> to be working with 1-3 queues out of 10-15 queues total.
> 
> Class 3: People who create tickets via email and don't need to do anything but
> reply via email.
>  
> 
> Right now I'm thinking class 1 and class 2 should be "privileged" users, and 
> by
> AdminCCs on the particular queues they are interested in. In addition, the
> three superusers will have, as a User Right, the "Super User" privilege.

That sounds right, though I might put your superusers in a "SuperUser"
group.

> Class 3 won't be users which are seen via Configuration->Users. I still 
> haven't
> figured out if they count as "Everybody" or "Unprivileged." I'd like them to 
> be
> able to view any ticket (although I suspect they will rarely use such a power)
> so I'm giving them ShowTicket and ShowComment and a few other minor 
> privileges.
> 
They count as both everybody and unprivileged.  I'd strongly recommend
giving your unprivileged users the right to showticket and showcomment
on all tickets unless this will ALWAYS be a private-internal RT.


> Does that sound about right?
> 
> 
> 
> Josh Narins
> 
> Director of Application Development
> SeniorBridge
> 845 Third Ave
> 7th Floor
> New York, NY 10022
> Tel: (212) 994-6194
> Fax: (212) 994-4260
> Mobile: (917) 488-6248
> jnar...@seniorbridge.com
> seniorbridge.com
> 
> SeniorBridge
> 
> ━━━
> SeniorBridge Statement of Confidentiality: The contents of this email message
> are intended for the exclusive use of the addressee(s) and may contain
> confidential or privileged information. Any dissemination, distribution or
> copying of this email by an unintended or mistaken recipient is strictly
> prohibited. In said event, kindly reply to the sender and destroy all entries
> of this message and any attachments from your system. Thank you.

Re: [rt-users] Mobile UI for RTFM?

[Jesse Vincent]

On Tue, Oct 19, 2010 at 12:06:24PM -0400, Steve McStravick wrote:
>  
> I know I'm probably dreaming, but now that the mobile UI has wet the
> appetite, I have a request to search RTFM with the mobile UI.
> Currently it's not possible...is it something that's easily done?  I'm not a
> Perl guy, but I don't mind tinkering with code.

It's certainly _doable_, but hasn't been done. I'd start by looking at the RT 
mobile UI and seeing if the code makes sense.

Best,
Jesse
>  
> Thanks,
> Steve

-- 

Re: [rt-users] General permissions question

[Jesse Vincent]

On Fri, Oct 22, 2010 at 11:03:07AM -0400, Jesse Vincent wrote:
> 
> 
> 
> On Fri 22.Oct'10 at  9:34:40 -0400, Josh Narins wrote:
> 
> > Class 3 won't be users which are seen via Configuration->Users. I still 
> > haven't
> > figured out if they count as "Everybody" or "Unprivileged." I'd like them 
> > to be
> > able to view any ticket (although I suspect they will rarely use such a 
> > power)
> > so I'm giving them ShowTicket and ShowComment and a few other minor 
> > privileges.
> > 
> They count as both everybody and unprivileged.  I'd strongly recommend
> giving your unprivileged users the right to showticket and showcomment
> on all tickets unless this will ALWAYS be a private-internal RT.
> 

Er. That's what I get for replying to email before coffee. I 
strongly recommend AGAINST giving your unprivileged users 
showticket/showcomment.

-Jesse

Re: [rt-users] Doubt about an Extension to store information on the SQL database

[Jesse Vincent]

On Fri, Oct 22, 2010 at 08:18:36PM -0300, Italo Valcy wrote:
> Hi guys,
> 
> I'd like to hear a tip from you about a RT extension store information
> on the SQL database. In other words, I need that my extension has some
> place in the SQL database to store some information (this information
> is preferences database for my extension)
> 

I suspect you want RT::Attributes - this sounds like exactly what they're for.

Re: [rt-users] Doubt about an Extension to store information on the SQL database

[Jesse Vincent]

On Sun 24.Oct'10 at 16:27:50 -0300, Italo Valcy wrote:
> Hi Jesse,
> 
> On Sat, Oct 23, 2010 at 9:22 PM, Jesse Vincent  
> wrote:
> >
> > On Fri, Oct 22, 2010 at 08:18:36PM -0300, Italo Valcy wrote:
> >> Hi guys,
> >>
> >> I'd like to hear a tip from you about a RT extension store information
> >> on the SQL database. In other words, I need that my extension has some
> >> place in the SQL database to store some information (this information
> >> is preferences database for my extension)
> >>
> >
> > I suspect you want RT::Attributes - this sounds like exactly what they're 
> > for.
> 
> Yes!! Its exactly what I want!! RT is a really great tool!!!
> Congratulations guys for this beautiful tool.

Thanks! I'm glad RT has what you need :)

Best,
Jesse

Re: [rt-users] REST interface and long file names?

[Jesse Vincent]

If you guys could file a bug report, that'd be great.

Thanks.



On Fri 29.Oct'10 at 12:44:46 -0700, Tom Lahti wrote:
> Jesse's intent for the REST interface was to be RFC822 compliant, and that 
> ain't.  So I while I could probably make rt-client tolerate it, I probably 
> should push this to Jesse as REST isn't working the way he intended in this 
> case.  It will probably cause issues with other systems that interface with 
> RT's REST API as well.
> 
> --
> Tom Lahti, SCMDBA, LPIC-1, CLA
> BIT LLC
> 425-251-0833 x 117
> 
> 
> 
> 
> On Oct 28, 2010, at 3:47 PM, Thierry Thelliez wrote:
> 
> > I found a strange answer from RT while calling the REST interface.
> > You can see below that extra lines are added before and after the
> > Subject line.  This does not work well with rt-client (ruby library)
> > while parsing the answer. There should not be these extra lines.
> > 
> > Is that because we have a long filename? Or a comma in the title?
> > 
> > 
> > 
> > '
> > RT/3.8.7 200 Ok
> > 
> > id: 1302
> > 
> > Subject: _xx__xx_xxx_x_ xxx 
> >   xx xxx xx xx., xxx..xls
> > 
> > Creator: 574
> > Created: 2010-06-08 02:09:24
> > Transaction: 1970
> > Parent: 1300
> > '
> > 
> > 
> > Thanks,
> > Thierry
> 

Re: [rt-users] (Quick) tickets of a given type

[Jesse Vincent]

On Mon  1.Nov'10 at  8:47:16 +, Giuseppe Sollazzo wrote:
> Dear all,
> However, there's one thing we'd like to do and it's not clear if
> it's feasible or not: 'typed' (quick) tickets.
 
I believe you're looking for RT::Extension::QuickCalls, which we built
for another university with the exact same sort of a requirement.

http://search.cpan.org/dist/RT-Extension-QuickCalls/

Best,
Jesse


signature.asc
Description: Digital signature

Re: [rt-users] (Quick) tickets of a given type

[Jesse Vincent]

On Mon, Nov 01, 2010 at 01:53:48PM +, Giuseppe Sollazzo wrote:
> Hi Jesse,
> 
> thanks a lot for your prompt reply. It looks like exactly what we're
> after. I'll give it a try!
> What about putting it onto the
> http://wiki.bestpractical.com/view/Extensions wiki page?

Please go right ahead! Thanks :)

-jesse
> 
> All the best,
> Giuseppe
> 
> On 01/11/10 13:50, Jesse Vincent wrote:
> >
> >On Mon  1.Nov'10 at  8:47:16 +, Giuseppe Sollazzo wrote:
> >>Dear all,
> >>However, there's one thing we'd like to do and it's not clear if
> >>it's feasible or not: 'typed' (quick) tickets.
> >
> >I believe you're looking for RT::Extension::QuickCalls, which we built
> >for another university with the exact same sort of a requirement.
> >
> >http://search.cpan.org/dist/RT-Extension-QuickCalls/
> >
> >Best,
> >Jesse
> 
> 
> -- 
> 
> 
> Giuseppe Sollazzo
> Senior Systems Analyst
> Computing Services
> Information Services
> St. George's, University Of London
> Cranmer Terrace
> London SW17 0RE
> 
> Email: gsoll...@sgul.ac.uk
> Direct Dial: +44 20 8725 5160
> Fax: +44 20 8725 3583
> 
> 

-- 

Re: [rt-users] RT mobile interface

[Jesse Vincent]

On Mon, Nov 01, 2010 at 10:29:13AM -0500, John Arends wrote:
> I installed the mobile plugin, and it seems to work pretty well for
> the most part. I noticed in our case the link to return to the
> normal interface doesn't work. Clicking it does nothing. Any ideas?

If you try from a desktop browser does it work?

> 
> Also I noticed there is no queue view. Is this something that would
> have been challenging to add?

Not particularly, no.
> 
> 

-- 

Re: [rt-users] 3.8.7 "Spreadsheet" is broken

[Jesse Vincent]

On Wed  3.Nov'10 at 10:45:54 -0400, Jeff Blaine wrote:
> The "Spreadsheet" link exports TSV which completely botches
> the data values associated with our custom fields.  The
> Custom Field data appears in all the wrong columns.

That's not something I've heard reported. I do know we improved this
codepath for 3.8.8. Is there a chance you're importing to your
spreadsheet as something other than TSV? (OpenOffice defaults to
importing tsv as tab, space, comma or semicolon delimited)
> 
> Is this a known bug?

Re: [rt-users] Why I am recommending 3.6 over 3.8 to my boss

[Jesse Vincent]

Wes,

> I strongly recommend going with the 3.6 version of RT.  The install takes a 
> few minutes, and it otherwise meets all the requirements of our project.  
> Migration of old queues is simple.  There is cost savings in the near and 
> long-term.  

RT 3.6 is no longer being actively developed and receives only critical 
security fixes.  If 3.6, meets your needs, by all means use it, though we'd not 
recommend it to a client who was paying for our help or advice at this point.

Please do be careful to ensure that you're running 3.6.10, as all earlier 
releases are vulnerable to CVE 2009-3585.

> I CAN do a manual install of RT3.8 using the Best Practical install scripts.  
> It is not terribly hard.  However, the long-term costs of this are large.  
> The install scripts put all the binaries, configuration files, and libraries 
> in the wrong places for RHEL/CentOS, and working outside the package manager 
> means files could be clobbered at any time.  


If you'd like RT to be installed into RedHat FHS locations, you should use

./confiure --enable-layout=RH

> On the other hand, the rpms for RT3.6 use the package manager and put all the 
> config files in /etc, all the perl modules in the perl modules dir, and the 
> various tools in /usr/bin and /usr/sbin.  The non-standard install using the 
> scripts creates recurring costs in the future as the system is significantly 
> more difficult to update and harder to maintain, like by a factor of 50 (five 
> minutes compared to 4 hours).

Indeed, the maintenance burdens of an RPM upgrade for 3.6 are
likely to be small as you're not going to see any bugfix or feature
releases. Historically, the RPM installs of RT haven't had much in the
way of cross-major-version upgradability, so if you decide later to come
up to 3.8 to get Dashboards (automated emailed reporting), reasonable
support for mail generated by a modern Exchange server, the refreshed
UI, built in iCal support, several years of bug fixes and performance
improvements or any of the other features in 3.8, it might be rather
more work than if you'd started with 3.8.

I _do_ hear you about wanting a supported RPM.

Best,
Jesse

Re: [rt-users] Why I am recommending 3.6 over 3.8 to my boss

[Jesse Vincent]

On Fri, Nov 05, 2010 at 10:32:22AM -0700, Joseph Spenner wrote:
> --- On Fri, 11/5/10, Jesse Vincent  wrote:
> 
> ./confiure --enable-layout=RH
> 
> This is interesting, since I use CentOS (RedHat) and had absolutely no issue 
> installing RT 3.8.8.  What does the above option do differently than omitting 
> it?
> 

Have a look in config.layout in the source directory. It's an affordance for 
package builders, mostly. Rather than defaulting to /opt/rt3 with RT's 
directory layout, it installs things in a more "RedHatty" layout. 
> 
> 
> 
>   

-- 

Re: [rt-users] RT mobile interface

[Jesse Vincent]

I've had a colleague attempt to replicate this with the current CPAN version 
and he can't. 

Can you give me the exact steps from "open up the browser" that demonstrate the 
issue?


On Mon, Nov 01, 2010 at 03:22:34PM -0500, John Arends wrote:
> On 11/1/10 10:45 AM, Jesse Vincent wrote:
> >
> >
> >On Mon, Nov 01, 2010 at 10:29:13AM -0500, John Arends wrote:
> >>I installed the mobile plugin, and it seems to work pretty well for
> >>the most part. I noticed in our case the link to return to the
> >>normal interface doesn't work. Clicking it does nothing. Any ideas?
> >If you try from a desktop browser does it work?
> 
> I tried on a desktop and hit the /m/ link and tried clicking on the
> "not using a mobile browser?" link and it doesn't do anything.
> 
> The logout doesn't seem to do anything either, but I was guessing
> that was due to how we authenticated users (through the web server
> rather than through RT).
> >>Also I noticed there is no queue view. Is this something that would
> >>have been challenging to add?
> >Not particularly, no.
> This might be something cool to add in the next version. I still
> don't own a smart phone of any type, but I'm looking at supporting
> this for those who do.
> 
> 
> 

-- 

Re: [rt-users] RT mobile interface

[Jesse Vincent]

On Tue  9.Nov'10 at 15:50:14 -0600, John Arends wrote:
> Ok, I figured out some more specifics:
> 
> I pointed my browser (FireFox) at https://rt-system.edu/rt/m and it
> forwarded to https://rt-system.edu/rt/m/index.html
> 
> I noticed the link at the bottom is for
> https://rt-system.edu/rt/m?NotMobile=1 and it doesn't work.

If you try 

 https://rt-system.edu/rt/m/?NotMobile=1 
 
does it work?

Re: [rt-users] Recovery Assistance

[Jesse Vincent]

On Mon, Nov 15, 2010 at 04:24:22PM -0500, Josh Narins wrote:
> Through admin error, during a practice migration of Postgres to Oracle[1], 
> about 5% of the GroupMembers table was deleted[2].

Is the cached-group-members table intact? You can likely recover all the data 
from that, though I'm late for a plane. Someone else may be able to recommend 
exact steps to do so.
 
> So far, things have been working fine. It was all recent changes, a few of 
> which I was able to remember. However, one user is experiencing odd behavior 
> likely linked to the mis-step.
> 
> I recall reading about a database integrity check available, but searching 
> the web and the RT wiki doesn't yield any positive hits.
> 
> Am I misremembering reading about an integrity tool?

rt-validator


> 
> Thanks in advance,
> Josh
> 
> 
> [1] We already are paying an Oracle DBA for system monitoring, backups, etc, 
> and don't have any other Postgres applications.
> 
> [2] It failed 95% of the way through, then I deleted from the source, rather 
> than the target. I was able to copy ~76400 rows back to the table which 
> originally had ~80400.
> 
> 
> Josh Narins
> 
> Director of Application Development
> SeniorBridge
> 845 Third Ave
> 7th Floor
> New York, NY 10022
> Tel: (212) 994-6194
> Fax: (212) 994-4260
> Mobile: (917) 488-6248
> jnar...@seniorbridge.com
> seniorbridge.com
> 
> [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]
> 
> 
> SeniorBridge Statement of Confidentiality: The contents of this email message 
> are intended for the exclusive use of the addressee(s) and may contain 
> confidential or privileged information. Any dissemination, distribution or 
> copying of this email by an unintended or mistaken recipient is strictly 
> prohibited. In said event, kindly reply to the sender and destroy all entries 
> of this message and any attachments from your system. Thank you.

-- 

Re: [rt-users] Recovery Assistance

[Jesse Vincent]

On Mon, Nov 15, 2010 at 04:52:58PM -0500, Josh Narins wrote:
> Sorry, wasn't obvious I sent anything last time because of spurious signature 
> insertion.
> 
> > From: Jesse Vincent [mailto:je...@bestpractical.com]
> > Sent: Monday, November 15, 2010 4:27 PM
> > On Mon, Nov 15, 2010 at 04:24:22PM -0500, Josh Narins wrote:
> > > Through admin error, during a practice migration of Postgres to
> > > Oracle[1], about 5% of the GroupMembers table was deleted[2].
> >
> > Is the cached-group-members table intact? You can likely recover all
> > the data from that, though I'm late for a plane. Someone else may be
> > able to recommend exact steps to do so.
> 
> The cached-group-members table is intact!

Basically, the cachedgroupmembers table has a superset of the columns in the 
groupmembers table.

If you grab only the columns in cachedgroupmembers that match groupmembers, 
remove the id column and unique the set, then you should be able to insert 
those rows into the groumembers table. then run rt-validator and test the heck 
out of things.

Re: [rt-users] RT & Chinese Characters?

[Jesse Vincent]

On Thu, Nov 18, 2010 at 02:48:40PM -0800, Brian Thompson wrote:
> Hi,
> 
> We're running RT 3.8.8 and find that some "Traditional Chinese" characters 
> are not being displayed correctly (Simplified Chinese are okay).  Has anyone 
> had this experience and been able to overcome?

RT should be working just fine with Traditional Chinese.  Heck, I believe there 
are specific tests for it in our test suite.  The most typical failure mode I 
can think of would be "using fonts without traditional glyphs in them"

-Jesse

> 
> Thank you,
> 
> Brian

-- 

Re: [rt-users] ShowConfigTab right shows too many Information

[Jesse Vincent]

On Fri, Nov 19, 2010 at 08:41:36AM +0100, Brumm, Torsten / Kuehne + Nagel / Ham 
MI-ID wrote:
> Hi RT Users,
> today i figured out on a fresh RT 3.8.8 installation, that a group with only 
> ShowConfigTab Right granted globally is able to see all users without having 
> the right AdminUsers. All other Options like Groups/Queues/CF's are not 
> display any information, only the Admin/Users is listing all.

Go into the Users tab on a ticket and do a search for users. 

Re: [rt-users] The new "ticket lifecycle" state engine... What is it?

[Jesse Vincent]

On Thu 18.Nov'10 at 10:58:26 -0500, Josh Narins wrote:
> I don't think I'll have any problem convincing people to upgrade to RT4.0 when
> it comes out, since management already seeks to have Date custom fields, but I
> was wondering what the ticket lifecycle state engine, mentioned here[1], is.
> 
>

Have a look in etc/RT_Config.pm at the %Lifecycles section

> 
> [1] - http://blog.bestpractical.com/2010/09/
> rt-394-first-development-release-leading-to-rt-400.html
> 
> 
> 
> Josh Narins
> 
> Director of Application Development
> SeniorBridge
> 845 Third Ave
> 7th Floor
> New York, NY 10022
> Tel: (212) 994-6194
> Fax: (212) 994-4260
> Mobile: (917) 488-6248
> jnar...@seniorbridge.com
> seniorbridge.com
> 
> SeniorBridge
> 
> ━━━
> SeniorBridge Statement of Confidentiality: The contents of this email message
> are intended for the exclusive use of the addressee(s) and may contain
> confidential or privileged information. Any dissemination, distribution or
> copying of this email by an unintended or mistaken recipient is strictly
> prohibited. In said event, kindly reply to the sender and destroy all entries
> of this message and any attachments from your system. Thank you.

Re: [rt-users] RT & Chinese Characters?

[Jesse Vincent]

On Fri, Nov 19, 2010 at 09:45:15AM -0800, Brian Thompson wrote:
> Thank you for the confirmation.  Follow-up question if you know:  How might 
> an organization ensure that users of Chinese Traditional characters always 
> use a font that works with RT?

That's a platform-dependent question. It might be that you need to install the 
relevant language support for your platform. I recall this being an issue on 
some installs of Windows XP.

Re: [rt-users] ShowConfigTab right shows too many Information

[Jesse Vincent]

On Fri, Nov 19, 2010 at 07:02:03PM +0100, Torsten Brumm wrote:
> Hi Jesse, 
> I think i explaned it wrong. Not Inside Tickets is the Problem, it is Inside 
> the admin/Users/ Part. They can See all Users without the right adminusers.

No, you explained it right. I was saying that regular staff users can get the 
same data from regular user search on a ticket.

Re: [rt-users] RT Mobile UI 0.99

[Jesse Vincent]

I've just pushed 1.00 to CPAN. tell me if it deals right.


On Tue, Nov 16, 2010 at 09:02:18AM +, G.Booth wrote:
> Hi Jason
> 
> >I asked the same thing last week, but updating to version 0.99
> >from CPAN fixed it for me, the mobile browser is automatically
> >redirected to the mobile ticket show URL.
> 
> It seems to be semi-fixed for me, used to get the error that's been
> discussed:
> 
> Can't call method "id" on an undefined value at 
> /opt/rt3/local/plugins/RT-Extension-MobileUI/html/Callbacks/RT-Extension-MobileUI/Ticket/Display.html/Initial
> line 4.
> 
> This has now stopped, but I cant get the url to go to the ticket :-[
> 
> >
> >I am seeing the same problem that John Arends reported though, the
> >link to switch to the full interface does not work for me.  I
> >tried adding a / after m, but it didn't fix it for me.  However,
> >if I add the full /index.html after the m, then it does work for
> >me:
> >
> >RT->Config->Get('WebPath')%>/m/index.html?NotMobile=1
> >
> >~Jason
> 
> Got this one too :-[
> 
> regards
> 
> garry

-- 

Re: [rt-users] RT 3.9.6 Search Features Missing.

[Jesse Vincent]

On Mon, Nov 22, 2010 at 11:20:06AM -0500, Roman Steven wrote:
> Hi,
> 
> I installed RT 3.9.6 on a Ubuntu 10 server, and so far I like it.
> 
> What I am not seeing is the ability to click on the search link
> features like edit search , advanced, show results and bulk update.
> 
> I do see html under /opt/rt3/share/html/Search, just not in the menus.
> 
> Do I  need to configure those features?
> 

Here's what I see under the web2 and aileron themes.
http://fsck.com/~jesse/tmp/2010-11-22/16eca341-4b44-40c0-ab67-2fc6572070e3/web2.png
http://fsck.com/~jesse/tmp/2010-11-22/d3929014-9e2e-4c04-abbd-4a3b08e6b127/aileron.png

What do you see?


Best,
Jesse

Re: [rt-users] [fwd] Re: RT Mobile UI 0.99 (from: g.bo...@lboro.ac.uk)

[Jesse Vincent]

Garry,

In our testing, this works fine. Perhaps you have the old version stuck in your 
Mason cache?

> - Forwarded message from "G.Booth"  -
> 
> Date: Mon, 22 Nov 2010 10:29:34 +
> From: "G.Booth" 
> To: Jesse Vincent 
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] RT Mobile UI 0.99
> X-Mailer: CommuniGate Pro Pronto 2.2
> 
> Hi Jesse
> 
> Second issue  (not using a mobile link) is fixed.
> First issue still remains. Im hand crafting a url for testing on our
> test system  of this format (taken from our live system outgoing
> emails):
> 
> https://testsystem/Ticket/Display.html?id=175671
> 
> Is this sort of URL still valid?
> It doesnt error, just takes me to the mobile index page
> 
> regards
> Garry
> 
> 
> On Fri, 19 Nov 2010 13:13:31 -0500
>  Jesse Vincent  wrote:
> > I've just pushed 1.00 to CPAN. tell me if it deals right.
> > 
> > 
> > On Tue, Nov 16, 2010 at 09:02:18AM +, G.Booth wrote:
> >> Hi Jason
> >> 
> >> >I asked the same thing last week, but updating to version 0.99
> >> >from CPAN fixed it for me, the mobile browser is automatically
> >> >redirected to the mobile ticket show URL.
> >> 
> >> It seems to be semi-fixed for me, used to get the error that's
> >> been
> >> discussed:
> >> 
> >> Can't call method "id" on an undefined value at 
> >> /opt/rt3/local/plugins/RT-Extension-MobileUI/html/Callbacks/RT-Extension-MobileUI/Ticket/Display.html/Initial
> >> line 4.
> >> 
> >> This has now stopped, but I cant get the url to go to the ticket
> >> :-[
> >> 
> >> >
> >> >I am seeing the same problem that John Arends reported though,
> >> the
> >> >link to switch to the full interface does not work for me.  I
> >> >tried adding a / after m, but it didn't fix it for me. However,
> >> >if I add the full /index.html after the m, then it does work for
> >> >me:
> >> >
> >> >RT->Config->Get('WebPath')%>/m/index.html?NotMobile=1
> >> >
> >> >~Jason
> >> 
> >> Got this one too :-[
> >> 
> >> regards
> >> 
> >> garry
> > 
> > -- 
> 
> 
> --
> 
> Dr Garry Booth
> IT Services
> Loughborough University
> 
> - End forwarded message -
> 
> -- 

-- 

Re: [rt-users] RT 3.8.4 - adding comments with Google Chrome

[Jesse Vincent]

I've seen this with very recent versions of Chrome and RT's RichText composer  
on a variety of versions of RT. I'm not yet sure what they changed, but we're 
looking into it.


On Mon, Nov 22, 2010 at 02:26:26PM +, Gary Holmes wrote:
> Hi all,
> 
> We're using RT 3.8.4 on Ubuntu 10.10. I've noticed recently that the
> textarea that is used to input comments on tickets is not displaying when
> I'm using Google Chrome. I have 9.0.587.0 but the issue occurred on releases
> prior to that. Nothing has changed for our setup except the updates to
> Chrome, so I'm assuming that it's related.
> 
> If I use IE or Firefox - no problem.
> 
> From the source produced by .../Ticket/Update.html, in firefox:
> 
>  "UpdateContent">
> 
> In Chrome:
> 
>  id="UpdateContent" style="display: none; ">
> 
> I suspect this behavior is programmed in. It used to work OK. Is there
> a workaround or a fix for this?
> 
> Thanks,
> 
> Gary

-- 

Re: [rt-users] RT and Plesk on same Server

[Jesse Vincent]

On Sun, Nov 21, 2010 at 11:01:25PM +0100, Christian Wawrzinek wrote:
> Hello everyone,
> 
> we are currently running Plesk (9.5.2) on our Debian Server. A while ago
> we looked more closly into RT.
> The question is, is it possible to have Plesk and RT installed on the same
> server?
> The reason we want to do this, is that we, yet, do not know if our
> customers will accept RT and we would like to keep our existing
> infrastructure as it is.

That should be absolutely fine. There's nothing particularly special about 
doing so, as far as I know.

Best,
Jesse

> 
> Currently issues are reported to supp...@sld.tld and if possible we would
> like to keep it that way (no extra subdomain like rt.sld.tld).
> 
> Hints on where to start looking are appreciated as well.
> 
> Thank you for your help,
> 
> Chris
> 

-- 

Re: [rt-users] RT 3.9.6 Search Features Missing.

[Jesse Vincent]

On Mon, Nov 22, 2010 at 10:52:26PM +0100, Christian Loos wrote:
> I also noticed some menu items to disappear after trying the 3.9.6.
> 
> The problem was, that I had the old apache config (modperl 2) from 3.8.
> After changing the config described at docs/web_deployment.pod, the menu
> items appeared back.

Were you using leftover mason_handlers in bin/ or had you adjusted to use the 
new variants in sbin?

I suppose it's time to make RT4 install into /opt/rt4 ;)
> 
> -Chris
> 
> Am 22.11.2010 17:24, schrieb Jesse Vincent:
> > 
> > 
> > 
> > On Mon, Nov 22, 2010 at 11:20:06AM -0500, Roman Steven wrote:
> >> Hi,
> >>
> >> I installed RT 3.9.6 on a Ubuntu 10 server, and so far I like it.
> >>
> >> What I am not seeing is the ability to click on the search link
> >> features like edit search , advanced, show results and bulk update.
> >>
> >> I do see html under /opt/rt3/share/html/Search, just not in the menus.
> >>
> >> Do I  need to configure those features?
> >>
> > 
> > Here's what I see under the web2 and aileron themes.
> > http://fsck.com/~jesse/tmp/2010-11-22/16eca341-4b44-40c0-ab67-2fc6572070e3/web2.png
> > http://fsck.com/~jesse/tmp/2010-11-22/d3929014-9e2e-4c04-abbd-4a3b08e6b127/aileron.png
> > 
> > What do you see?
> > 
> > 
> > Best,
> > Jesse
> > 
> 

-- 

Re: [rt-users] RT & Chinese Characters?

[Jesse Vincent]

It sure looks like a bug - probably related to the encoding it's being sent in.

http://issues.bestpractical.com/Ticket/Display.html?id=16079&user=guest&pass=guest

I've dropped it into the bug tracker.

Best,
Jesse


On Tue, Nov 23, 2010 at 12:37:19PM -0800, Vivian Lee wrote:
> Hi,
> 
> 
> 
> I work with Brian at Trident Microsystems.  The followings are the examples 
> of our issues.  Hopefully, with the screen shots you would be able to see the 
> issues more clearly and could point us to the right direction to solve this 
> issue.   Thanks.
> 
> 
> 
> These are the Chinese characters sent from Outlook email to RT:
> 
> 
> 
> 法新社倫敦11日電） 交易商說，在供應吃緊、需求預期會增加的帶動下，世界原油價格今天逼近每桶90美元。這是世界油價兩年多來首度逼近這個價位。
> 
> 倫敦北海布侖特原油12月交割價一度攀上每桶89.70美元，為兩年來最高價位，並是2008年10月以來首度逼近90美元關卡。
> 
> 這項期貨後來回跌至89.47美元，但仍較昨天收盤價上漲51美分。
> 
> 
> 
> This is how they are displayed in RT:
> 
> 
> 
> [cid:image001.png@01CB8B0A.6B836C60]
> 
> 
> 
> As you can see some Chinese characters are shown in boxes and special 
> characters.  We have done some testing and it seems that Simplified Chinese 
> characters are ok.  Only the Traditional Chinese characters are having issues.
> 
> 
> 
> Thanks in advance for your help.
> 
> 
> 
> Vivian
> 
> 
> 
> 
> 
> -Original Message-
> From: Brian Thompson
> Sent: Friday, November 19, 2010 9:53 AM
> To: Jesse Vincent
> Cc: Vick Khera; RT Users
> Subject: RE: [rt-users] RT & Chinese Characters?
> 
> 
> 
> Is there a list of Chinese Traditional fonts that work with RT available so 
> that we can make sure we're using one that works?
> 
> 
> 
> Thanks!,
> 
> 
> 
> Brian
> 
> 
> 
> 
> 
> -Original Message-
> 
> From: Jesse Vincent [mailto:je...@bestpractical.com]
> 
> Sent: Friday, November 19, 2010 9:47 AM
> 
> To: Brian Thompson
> 
> Cc: Vick Khera; RT Users
> 
> Subject: Re: [rt-users] RT & Chinese Characters?
> 
> 
> 
> 
> 
> 
> 
> 
> 
> On Fri, Nov 19, 2010 at 09:45:15AM -0800, Brian Thompson wrote:
> 
> > Thank you for the confirmation.  Follow-up question if you know:  How might 
> > an organization ensure that users of Chinese Traditional characters always 
> > use a font that works with RT?
> 
> 
> 
> That's a platform-dependent question. It might be that you need to install 
> the relevant language support for your platform. I recall this being an issue 
> on some installs of Windows XP.
> 
> 



-- 

Re: [rt-users] Session created too late?

[Jesse Vincent]

On Tue, Nov 23, 2010 at 09:59:12AM +0100, Ryszard Łach wrote:
> Hi.
> 
> Some of my users are reporting 'double login problem'. The sequence is:

Most often, this is because your RT server answers to two domain names and the 
users' cookies are only for one.
> 
> 1. A user with full-featured main page logs into RT; he enters username and
> password, submits
> 2. The users clicks some other link in not fully loaded/renderd page
> (returned after login form) - if someone has not too fast computer or
> browser it is quite easy
> 3. The user receives 302 to login page again.
> 
> Is it a configuration issue? I didn't found nothing special in my
> RT_*Config.pm...
> 
> TIA
> 
> R.
> 
> -- 
> "First they ignore you. Then they laugh at you. Then they
> fight you. Then you win." - Mohandas Gandhi.

-- 

Re: [rt-users] A new home for the wiki

[Jesse Vincent]

> I REALLY miss the old wiki.  Why did we switch?  

A large part of the reason for the switch was anti-spam. Running the
project wiki on its own was a constant battle against the spammers.
Wikia is much better able to leverage their scale to stop the spammers.

I agree that we need to address the search issue. It really does look
like something is _wrong_, not just poorly done.

Re: [rt-users] mobile interface

[Jesse Vincent]

On Mon, Nov 29, 2010 at 09:11:52AM -0600, John Arends wrote:
> I also had one guy who reported that his phone didn't redirect to
> the mobile interface (I told him to add /m/ to the URL), but then he
> mentioned he has a hacked ROM on the phone and is using a
> non-standard mobile web browser at which point I decided it made
> sense he was having problems

That's a pretty reasonable decision. But out of curiosity, what ROM and which 
browser?


-- 

Re: [rt-users] want 'metoo' effect in mailings

[Jesse Vincent]

On Fri, Dec 03, 2010 at 07:11:24PM -0800, Brian Hill wrote:
> Hello,
> 
> I'd like to be copied on all email generated by my ticket actions.
> It seems that the default is to not copy the user adding comments,
> changing status, etc..
> 
> I've searched through the RT interface and through the rt-users
> mailing list but haven't found a single reference to that.
> 
> Is there a way to enable that behavior? Am I missing something?

It's in Preferences on (very) recent 3.8 releases. Before that, it was a 
site-wide setting.

> 
> Thanks!
> 
> Brian

-- 

Re: [rt-users] Content searching takes a long time and runs multiple queries

[Jesse Vincent]

On Wed  8.Dec'10 at 16:31:11 +, Justin Hayes wrote:
> I hadn't actually realised it was possible to get hold of 4.9, though if 
> that's beta I guess I'd want to wait.
 
3.9. And we're aiming for a release candidate by 12/25.  You can
download test builds from
http://download.bestpractical.com/pub/rt/devel/

Best,
Jesse

Re: [rt-users] Which files to edit to change how tickets are displayed?

[Jesse Vincent]

On Mon  6.Dec'10 at 17:28:41 -0800, Gary Greene wrote:
> I'm aiming at hiding the quoted replies in tickets (a la Gmail with the
> ajax-y collapsible div). Which files would I need to modify?

We have an extension to do this that we're working to get released.
(And it's already built in to 4.0)

> -- 
> Gary L. Greene, Jr.
> IT Operations
> Minerva Networks, Inc.
> Cell:   (650) 704-6633
> Office: (408) 240-1239
> 
> 

Re: [rt-users] Content searching takes a long time and runs multiple queries

[Jesse Vincent]

On Wed  8.Dec'10 at 16:44:57 +, Justin Hayes wrote:
> I was about to say that should have been 3.9 :)
> 
> Been a while since I checked out bestpractical.com. Just saw the post about 
> the dev release, and looks like things are going well which is great news.
> 
> The only downside is the time needed to migrate to postgres, 

Or you could try the sphinx-based fts for mysql that's baked in

> and then the time it's going to take to port all my custom code into the new 
> version.
> 
> But that's my problem, and one I have every time I upgrade, so can't complain!
 

Re: [rt-users] Content searching takes a long time and runs multiple queries

[Jesse Vincent]

"Justin Hayes"  wrote:

>Any view on which is faster Jesse (postgres or mysql/sphinx)?
>

I haven't yet benchmarked em.

>Also how much faster than the old Content search are we talking? Orders
>of magnitude, or just 'faster'?

Having played with one of the implementations, it's night and day.

>
>Thanks again,
>
>Justin
>
>-
>Justin Hayes
>OpenBet Support Manager
>justin.ha...@openbet.com
>
>On 8 Dec 2010, at 16:48, Jesse Vincent wrote:
>
>> 
>> 
>> 
>> On Wed  8.Dec'10 at 16:44:57 +, Justin Hayes wrote:
>>> I was about to say that should have been 3.9 :)
>>> 
>>> Been a while since I checked out bestpractical.com. Just saw the
>post about the dev release, and looks like things are going well which
>is great news.
>>> 
>>> The only downside is the time needed to migrate to postgres, 
>> 
>> Or you could try the sphinx-based fts for mysql that's baked in
>> 
>>> and then the time it's going to take to port all my custom code into
>the new version.
>>> 
>>> But that's my problem, and one I have every time I upgrade, so can't
>complain!
>> 

-- 
Sent from my Android phone with K-9 Mail. Please excuse my brevity.

Re: [rt-users] Possible to downgrade DB from 3.8 to 3.6?

[Jesse Vincent]

> RHEL is a major platform, and I'd love it if BestPractical supported
> it in some official way so we don't have these kinds of problems we
> have to work around.
>

I try pretty hard not to push the commercial side of the business on the
mailing lists, but BPS _is_ a business and we tend to spend our time on
things that are most likely to benefit the folks who keep a roof over
our heads and food on the table.  We tend to spend the most effort on
the things that our customers use and need. The best way to help us have
the resources to focus on official RPMs is to buy a support contract.

Best,
Jesse

Re: [rt-users] user logged out after *every* action? - BUGFIX

[Jesse Vincent]

There's a patch in rt git for this.

"hubert depesz lubaczewski"  wrote:

>On Sat, Dec 11, 2010 at 11:33:49PM +0100, hubert depesz lubaczewski
>wrote:
>> Hi,
>> I have rt 3.8.7 working on one server, and it's working fine.
>
>ok. did some more tests, and found the solution.
>
>So. my 3.8.8 is on PostgreSQL 9.0, while 3.8.7 was on 8.4.
>
>The problem with 9.0 is that it changes default bytea encoding.
>
>And bytea is used to store session data:
>$ \d sessions
>  Table "public.sessions"
>   Column|Type |   Modifiers
>-+-+
> id  | character(32)   | not null
> a_session   | bytea   | 
> lastupdated | timestamp without time zone | not null default now()
>Indexes:
>"sessions_pkey" PRIMARY KEY, btree (id)
>
>up to PostgreSQL 8.4, when you had a_session data being string
>'depesz-ąć', it was returned like this:
>depesz-\304\205\304\207
>*but*
>from PostgreSQL 9.0 default encoding for bytea fields is hex. And the
>same bytea value is now returned as:
>\x64657065737a2dc485c487
>
>just so that we are clear - this is the same value - 11 bytes, but it's
>encoded differently.
>
>Apparently rt doesn't handle hex encoding, and when postgresql was
>returning hex-encoded bytea values - it didn't know what to do with it.
>
>I.e. rt was storing values encoded using old method (named "escape"),
>but was given back hex-encoded values.
>
>So. The simple solution is to do this:
>set bytea_output = 'escape';
>in the beginning of every database connection.
>
>Alternatively, we can do this, once:
>alter user rt set bytea_output = 'escape';
>this will change default value of bytea_output (encoding type) for
>every
>*new* connection using user rt.
>
>Alternatively - we could/should teach rt to understand hex-encoded
>bytea
>values.
>
>Actually, hex-encoded values are very simple to encode/decode, and
>basically we should do something like:
>
>if ( $value =~ s/\A\\x// ) {
># This is hex encoding
>$value =~ s/(..)/chr hex $1/ge;
>} else {
># in here should go previous decoding code
>}
>
>Best regards,
>
>depesz
>
>-- 
>Linkedin: http://www.linkedin.com/in/depesz  /  blog:
>http://www.depesz.com/
>jid/gtalk: dep...@depesz.com / aim:depeszhdl / skype:depesz_hdl /
>gg:6749007

-- 
Sent from my Android phone with K-9 Mail. Please excuse my brevity.

Re: [rt-users] [kris_germ...@295.ca: Re: search by CommentedOnBy?]

[Jesse Vincent]

Tell them to talk to their vendor. we don't have obligations here.


On Tue, Jan 04, 2011 at 08:33:39PM -0500, Kevin Falcone wrote:
> So, freeside appears to be Ivan Kohler's custom fork of RT which is
> integrated into his crazy billing system (alex found the cvs repo that
> ivan keeps, where he integrates 3.9 branches into 3.8 code and other
> hilarity).  He doesn't appear to have open sourced the CommentOnBy
> code, which is probably a GPL violation :)
> 
> Anyway, I'd kind of like to point out to this guy that he is running
> an unaffiliated fork of RT, but I don't know if Ivan ever talked with
> us about this stuff.  I know our Ivan relationship is 'complex'
> 
> -kevin
> 
> - Forwarded message from Kris Germann  -
> 
> Date: Tue, 4 Jan 2011 08:32:21 -0500
> From: Kris Germann 
> To: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] search by CommentedOnBy?
> X-Mailer: Microsoft Office Outlook 12.0
> 
> 
> Which installation is this specific to? I am running RT Ver 3.8.8 (On
> Freeside 2.1.2cvs) and my terms of CommentedOnBy = 'user1' LastUpdatedOn =
> 'today' appear to work fine... Or is it something more specific.
> 
> - End forwarded message -



-- 

Re: [rt-users] [kris_germ...@295.ca: Re: search by CommentedOnBy?]

[Jesse Vincent]

Dear rt-users,

An internal email accidentally had a Reply-To: header set to rt-users
incorrectly. I didn't notice when I replied to it. That message wasn't
meant for rt-users.  Plese disregard it.

Sorry about that,

Best,

Jesse

Re: [rt-users] rt-client ruby gem

[Jesse Vincent]

On Mon, Jan 10, 2011 at 03:57:46PM -0800, Tom Lahti wrote:
> I've filed a bug report.  
> http://issues.bestpractical.com/Ticket/Display.html?id=16418
> 
> This is probably the 3rd time its come up.  I've discussed it with Jesse on 
> the RT user's list and he recommended filing a bug report the last time it 
> came up.  The problem isn't really with rt-client, its with RT.  This 
> non-compliance with RFC 822 when that was intended will cause not only 
> rt-client to fail, but other similar libraries as well that use a 3rd party 
> RFC 822 parser.  Having a space in the field name of an RFC 822 header is not 
> compliant with the RFC.
 

I don't think we've ever claimed to be RFC 822 compliant. Have we?

Re: [rt-users] 3.9 release "schedule" and set owner question

[Jesse Vincent]

On Thu, Jan 13, 2011 at 08:45:10AM -0500, Josh Narins wrote:
> > The second question is something that has been bugging me a lot, why is
> > it that there is no permission for setting the owner in a ticket? In
> > our case our end-customer is creating the tickets directly in the web-
> > interface, and can update it there, but all the time they can actually
> > change the owner for the ticket and I haven't found any permission to
> > deny that... Is this intentional or am I missing something? Would a
> > patch with this functionality added be appreciated?
> 
> It might be overkill, but another thing to consider is removing the
> Owner widget from share/html/Ticket/Create.html is another way.
> 

It's important to note that that won't actually fix the issue, just mask the 
fact that there's a permissions problem.


> 
> 
> 
> Josh Narins
> Director of Application Development
> SeniorBridge
> 845 Third Ave
> 7th Floor
> New York, NY 10022
> Tel: (212) 994-6194
> Mobile: (917) 488-6248
> Fax: (212) 994-4260
> jnar...@seniorbridge.com
> 
> SeniorBridge
> Managing Complex Chronic Care
> http://www.seniorbridge.com
> 
> 
> 
> SeniorBridge Statement of Confidentiality: The contents of this email message 
> are intended for the exclusive use of the addressee(s) and may contain 
> confidential or privileged information. Any dissemination, distribution or 
> copying of this email by an unintended or mistaken recipient is strictly 
> prohibited. In said event, kindly reply to the sender and destroy all entries 
> of this message and any attachments from your system. Thank you.

-- 

Re: [rt-users] 3.9 release "schedule" and set owner question

[Jesse Vincent]

On Thu, Jan 13, 2011 at 02:04:01PM +0100, Tobias Hieta wrote:
> Hello,
> 
> We are right now looking to implement Request Tracker at a customers place 
> and we have been running a long test phase with limited personal involved. 
> While the feedback have been very positive we have noted some annoyances. I 
> installed 3.9 on a test machine the other day and to my delight a lot of the 
> things that where noted in their feedback actually is fixed! So instead of 
> deploying the current version we are now looking for deploying 3.9 as soon as 
> it's available. So I just wanted to know if you guys have any feeling when 
> you think this will be released in a non-beta way? I know that it's 
> impossible to give hard dates, but maybe you know if it's 1 or 6 months away?

It's my hope that the question is "is it 2 weeks away or 4?" But it all depends 
on what we hear from users about the release candidates.

Best,
Jesse

Re: [rt-users] Creating sub-tickets easily ?

[Jesse Vincent]

On Sun, Jan 16, 2011 at 07:07:11AM -0800, Gaston Huot wrote:
> 
> I have found many threads or wiki pages talking about the need to easily
> create sub-tickets:

If you're running a recent 3.8, clicking "Create" next to "Children" on a 
ticket's display page is pretty easy.

> 
> http://old.nabble.com/Ticket-split-to1481195.html#a1493571
> http://old.nabble.com/create-a-new-ticket-with-a-forward--to21841844.html#a21841844
> extension version of Dirk Pape's "fork ticket" patch 
> http://old.nabble.com/create-child-ticket-to8487620.html#a8487620
> http://requesttracker.wikia.com/wiki/CreateChildTicket
> http://wiki.bestpractical.com/index.cgi?CreateChildTicket
> 
> Is there anything new with regards to that matter ?
> 
> Gast
> 
> 
> -- 
> View this message in context: 
> http://old.nabble.com/Creating-sub-tickets-easily---tp30676155p30676155.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> 

-- 

Re: [rt-users] [Rt-devel] rt-4.0.0rc2 eating so much CPU

[Jesse Vincent]

On Tue, Jan 18, 2011 at 08:22:03PM +0300, Odhiambo Washington wrote:
> DevelMode is commented out in my config. Do I have to explicitly turn it
> off?
> 
> I have turned it off and here is the MasonX::Profiler result now:
> http://goo.gl/q6gc3
> 

Can you go to Configuration -> Tools -> System Information and send that to the 
list?

Re: [rt-users] Certain RT operations painfully slow.

[Jesse Vincent]

On Tue, Jan 18, 2011 at 12:43:47PM -0500, Todd Chapman wrote:
> RT Users,
> 
> A few years ago we started adding a group as AdminCc to many tickets.
> It made sense for our process and seemed like a good idea at the time.
> Fast forward to today. This group is AdminCc on many, many tickets.
> Now when we add a new member to the group it can take 15 minutes for
> the add to complete, usually with the web interface timing out.
> 
> To alleviate this situation I wrote a script to remove this group from
> many old tickets, but this too is taking a long time to complete.
> Here's the key line from the script:
> 
> my ($status, $msg) = $t->DeleteWatcher(PrincipalId => $pid, Type =>
> "AdminCc", Silent => 1);
> 
> Which causes this long running mysql query:
> 
> 
> Command: Query
>Time: 86
>   State: Sending data
>Info: SELECT main.* FROM CachedGroupMembers main   WHERE ((main.Via
> = '28522070')) AND ((main.id != '28522070'))
> 
> 
> Ouch.
> 
> Can anyone recommend an approach to fixing this problem?


Todd,

What does an EXPLAIN on that select tell you?

> 
> Thanks.

-- 

Re: [rt-users] Certain RT operations painfully slow.

[Jesse Vincent]

Todd,

> >> Which causes this long running mysql query:
> >>
> >>    Time: 86
> >>    Info: SELECT main.* FROM CachedGroupMembers main   WHERE ((main.Via = 
> >> '28522070')) AND ((main.id != '28522070'))
> >>
> >> Can anyone recommend an approach to fixing this problem?
> >
> > What does an EXPLAIN on that select tell you?
> 
> mysql> explain SELECT main.* FROM CachedGroupMembers main   WHERE ((main.Via 
> = '28522070')) AND ((main.id != '28522070'))\G
>   select_type: SIMPLE
> table: main
>  type: range
> possible_keys: PRIMARY
>   key: PRIMARY
>   key_len: 4
>   ref: NULL
>  rows: 20568305
> Extra: Using where
> 1 row in set (0.02 sec)

What happens if you add an index on Via?

Jesse
-- 

Re: [rt-users] Certain RT operations painfully slow.

[Jesse Vincent]

> RT version 3.6.3.

You really need to come up to (at least) 3.8 for anyone here at BPS to
be able to even hope to help you on this one.  We've made many, many
improvements to the codepaths you're touching. (To say nothing of how
much we've cut down the size of the CachedGroupMembers table.)

Best,
Jesse

Re: [rt-users] Slowness with RRDtool graphing

[Jesse Vincent]

Did you perhaps mean to send this to the RRDtool mailinglist?

On Thu, Jan 20, 2011 at 02:20:46PM -0500, elsif wrote:
> Hardware:
>   CPU: Intel(R) Pentium(R) 4 CPU 2.80GHz (2806.37-MHz 686-class CPU)
>   real memory  = 2146631680 (2047 MB)
> 
> Load:
>   CPU:  2.2% user,  0.0% nice,  1.1% system,  0.0% interrupt, 96.6% idle
>   Mem: 162M Active, 1461M Inact, 178M Wired, 96M Cache, 112M Buf, 99M Free
>   Swap: 4061M Total, 84K Used, 4061M Free
>   Disks   ad0   ad1  183024 wire
>   KB/t128  0.00  186724 act
>   tps   0 0 1496468 inact
>   MB/s   0.02  0.00   98392 cache
>   %busy 0 0   80408 free
>114880 buf
> 
> Versions:
> 6.4-RELEASE FreeBSD
>   Server version: Apache/2.2.9 (FreeBSD)
>   PHP 5.2.6 with Suhosin-Patch 0.9.6.2 (cli) (built: Apr 16 2009 17:45:37)
>   Cacti Version 0.8.7g
>   RRDTool versions tried:
>   Currently RRDtool 1.4.5
>   Also tried RRDtool 1.0.49
>   Also tried RRDtool 1.3.1
> 
> Summary: Loading of a given page of graphs in Cacti taking minutes to load
>   PID USERNAME  THR PRI NICE   SIZERES STATE  C   TIME
> WCPU COMMAND
> 53185 www 1 1010  9292K  6096K RUN0   0:03
> 15.79% rrdtool
> 53186 www 1 1010  9288K  6092K RUN0   0:03
> 15.54% rrdtool
> 53192 www 1 1010  9284K  6088K RUN0   0:03
> 15.51% rrdtool
> 53197 www 1 1010  9292K  6096K RUN0   0:03
> 15.51% rrdtool
> 53198 www 1 1010  9284K  6088K RUN0   0:03
> 15.42% rrdtool
> 53194 www 1 1010  9288K  6092K RUN0   0:03
> 15.08% rrdtool
> 
> Extended description:
>   I've installed Cacti on 30+ machines for 20+ organizations over the
> last 5 years and have never before experienced this.  I find tons of
> reports of this via Google and the 'search' function at cacti.net,
> but have yet to find the silver bullet that fixes the issue.
> 
>   What would be causing this?  How can I fix it?  The rest of the
> Cacti interface loads instantly, so I have no reason to believe that
> it's a PHP limitation/setting, nor a resource issue with Apache in
> any way.
> 
>   Advice?
> 
> -Jake

-- 

Re: [rt-users] Base64 encoded emails unreadable

[Jesse Vincent]

I believe that this works in more recent RTs.
Can you try sending a test message from a blackberry to 
rt-b...@bestpractical.com, cced to me?



Best,
Jesse

On Fri, Jan 21, 2011 at 10:52:56AM -0800, Patrick Hess wrote:
> The entire content of emails, not just attachments, from BlackBerry devices
> appears to be Base64 encoded.  The issue that we're having is that RT-3.6.3
> is unable to detect that the message is encoded -- even though the
> "Content-Transfer-Encoding header" is set to "base64" -- and therefore any
> message from a BlackBerry is unreadable.
> 
> I'm fairly certain that someone else has seen this problem and fixed it; I'm
> hoping someone can give a recommendation to help with this.  I am running
> RT-3.6.3 on a RHEL4u5 x64 server with perl-5.8.5 using the
> perl-5.8.5-36.RHEL4 RPM.
> 
> --phess
> 

-- 

Re: [rt-users] Base64 encoded emails unreadable

[Jesse Vincent]

On Fri, Jan 21, 2011 at 11:15:52AM -0800, Patrick Hess wrote:
> Thanks for replying, Jesse.  I can and will send a test from a blackberry.
> 
> However, upgrading my version of RT is not practical.  :(
> 

Understood. Unfortunately, helping with bugs in older versions that we've
already fixed in current versions is something we can only really do in
the context of a support contract. (But let's make sure that's the case first)

Best,
Jesse

Re: [rt-users] Base64 encoded emails unreadable

[Jesse Vincent]

3.8.8 or so.
-- 
Sent from my Android phone with K-9 Mail. Please excuse my brevity.

Patrick Hess  wrote:

When you say "current versions" are you referring to 3.6.10 or 3.8.x? --phess 
-Original Message----- From: Jesse Vincent [mailto:je...@bestpractical.com] 
Sent: Friday, January 21, 2011 11:20 AM To: Patrick Hess Cc: 
rt-users@lists.bestpractical.com Subject: Re: [rt-users] Base64 encoded emails 
unreadable On Fri, Jan 21, 2011 at 11:15:52AM -0800, Patrick Hess wrote: > 
Thanks for replying, Jesse. I can and will send a test from a blackberry. > > 
However, upgrading my version of RT is not practical. :( > Understood. 
Unfortunately, helping with bugs in older versions that we've already fixed in 
current versions is something we can only really do in the context of a support 
contract. (But let's make sure that's the case first) Best, Jesse 

Re: [rt-users] Base64 encoded emails unreadable

[Jesse Vincent]

On Fri 21.Jan'11 at 13:18:05 -0800, Patrick Hess wrote:
> On Fri, Jan 21, 2011 at 11:15:52AM -0800, Patrick Hess wrote:
> > Thanks for replying, Jesse.  I can and will send a test from a blackberry.
> > 
> > However, upgrading my version of RT is not practical.  :(
> > 


As a heads up, I didn't see any of the messages you sent as coming
throught with a base64 content-transfer-encoding.

Best,
Jesse

> 
> Understood. Unfortunately, helping with bugs in older versions that we've
> already fixed in current versions is something we can only really do in
> the context of a support contract. (But let's make sure that's the case
> first)
> 
> Best,
> Jesse
> 
> 

Re: [rt-users] Created date for transaction

[Jesse Vincent]

On Thu, Feb 03, 2011 at 04:48:36PM +0100, Björn Schulz wrote:
> this worked fo me
> 
> {
> my $Date = RT::Date->new($CurrentUser);
> $Date->Set("Format" => 'sql', "Value" => $TA->Created);
> $TempMap=$Date->ISO("Timezone" =>"user" );


Alternatively $TA->CreatedObj->AsString();

> }
> 
> Cheers,
>  Björn
> 
> 
> Am 03.02.11 14:02, schrieb Björn Schulz:
> > Hi,
> > 
> > We like to print the creation date of a transaction to a cf..
> > 
> > $TempDate = $TA->Created()
> > 
> > The result is, however, in GMT.
> > How can I convert it to my local timezone?
> > 
> > Cheers,
> >   Björn
> > 

-- 

Re: [rt-users] Suggestions for compaines that can do RT customization

[Jesse Vincent]

On Sun, Feb 06, 2011 at 04:11:39PM -0500, Edwards, James wrote:
> Who's good out there that can be contracted to customize RT 3.8?
> 

I hear that Best Practical sometimes does RT customization.

(It's worth noting that I'm RT's original author and the founder of Best
Practical, so I'm somewhat biased.  But yes, this is exactly how we
earn our livings and subsidize a lot of RT's development.)

Drop us a line at sa...@bestpractical.com and we'll start to figure
out how we can best help you.

Best,
Jesse

Re: [rt-users] Error Upgrading to 3.8.9

[Jesse Vincent]

On Thu, Feb 17, 2011 at 01:43:48PM -0500, Vance Walsh wrote:
> Heya folks,
> 
> Ran wget http://download.bestpractical.com/pub/rt/release/rt-3.8.9.tar.gz
> 
> gtar -xzf rt-3.8.9.tar.gz
> 
> Then when I try to make the upgrade after backing up.

It looks like you might not have run ./configure. Were you working 
from the recipe in the README?

Best,
Jesse
> 
> # make upgrade
> make: /Users/falcone/perl5/perlbrew/bin/perl: Command not found
> /Users/falcone/perl5/perlbrew/bin/perl ./sbin/rt-test-dependencies --verbose
> --with-mysql
> make: /Users/falcone/perl5/perlbrew/bin/perl: Command not found
> make: *** [testdeps] Error 127
> 
> 
>  Kevin why can't I get to the files on your machine? 
> 
> Help if you would?
> 
> ---
> 
> Vance Walsh
> Network and Systems Administrator
> Concord Academy - Concord, Mass.
> 

--