[rt-users] rt 3.4.5 : apache load sometimes climbs to 100%
Hello, I installed RT v3.4.5 on CentOS 4.4 with yum. Opening a ticket takes 1 or 2 seconds. But after having performed a search, opening the first ticket makes Apache load the cpu to 100% for roughly 30 seconds ! Then the ticket displays normally. Further tickets opened from the same page take 1 or 2 seconds to open. If I go to the Next page, again the Apache load when opening the first ticket climbs to 100%, and further tickets open in 1 or 2 seconds. I don't see any valuable info neither in the RT logs (even with Set($LogToFile , 'debug');) nor in the Mysql logs nor in the Apache logs. I tried to use debug tools such as mentioned on Debug - RT Wiki http://wiki.bestpractical.com/index.cgi?Debug but I was not able to get any output from DBI::ProfileDumper::Apache nor from MasonX-Profiler. I carefully read the doc though ... I am running httpd-2.0.52-28.ent.centos4 mod_perl-2.0.1-1.rhel4 mysql-4.1.20-1.RHEL4.1 I tried to install RT v3.6.1, but the required DBIx::SearchBuilder was so new, it looked like I had to install a brand new Perl by hand ! Thus losing the automatic upgrades from yum ... Can anybody give me some help ? I am getting sort of desperate ! Here are more details about my config : --- I am upgrading from RT2; RT2 currently runs on a Dell server, running at 1.1 GHz, with 512 MB ram and 512 MB swap, two RAID 1 SCSI disk, the hdparm -t test ports roughly 15 MB/sec. With such a configuration, opening any ticket in RT2 is immediate (it takes much less than one second !). Without much tuning. For test purposes, I installed RT3 on a simple PC with a P4 at 1.7 GHz, 1GB ram, 1GB swap. The hard disk is a SCSI one, the hdparm -t test may report 34 MB/sec I imported our RT2 database into RT3 without problems. There are many large attachments in the database. I limited them to 10 MB. I tuned the kernel with --- kernel.shmmax=536870912 kernel.shmmni=4096 kernel.shmall=2097152 Mysql : here is my my.cnf : - [EMAIL PROTECTED] ~]# grep '^[^#]' /etc/my.cnf [client] port= 3306 socket = /var/lib/mysql/mysql.sock [mysqld] port= 3306 datadir=/var/lib/mysql socket = /var/lib/mysql/mysql.sock skip-locking old_passwords=1 key_buffer = 384M max_allowed_packet = 10M table_cache = 512 sort_buffer_size = 2M read_buffer_size = 2M read_rnd_buffer_size = 8M myisam_sort_buffer_size = 64M thread_cache_size = 8 query_cache_size= 32M thread_concurrency = 8 log-bin = /var/lib/mysql/backup_rt3/rt3_bin server-id = 1 innodb_mirrored_log_groups = 1 innodb_log_files_in_group = 3 innodb_buffer_pool_size = 384M innodb_additional_mem_pool_size = 20M innodb_log_file_size = 200M innodb_log_buffer_size = 8M innodb_flush_log_at_trx_commit = 1 innodb_log_archive = 0 innodb_file_io_threads = 4 innodb_lock_wait_timeout = 50 [mysqldump] quick max_allowed_packet = 16M [mysql] no-auto-rehash [isamchk] key_buffer = 128M sort_buffer_size = 128M read_buffer = 2M write_buffer = 2M [myisamchk] key_buffer = 128M sort_buffer_size = 128M read_buffer = 2M write_buffer = 2M [mysqlhotcopy] interactive-timeout [mysql.server] user=mysql basedir=/var/lib [mysqld_safe] err-log=/var/log/mysqld.log pid-file=/var/run/mysqld/mysqld.pid Apache config: -- in httpd.conf, I enabled KeepAlive On LogLevel debug Here is my rt.conf -- [EMAIL PROTECTED] conf.d]# grep '^[^#]' rt.conf VirtualHost *:80 ServerName rt3.cedrat.lan ServerAlias rt3.cedrat.com DocumentRoot /var/rt/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /usr/bin/webmux.pl PerlModule MasonX::Profiler PerlSetVar MasonPreamble my $p = MasonX::Profiler-new($m, $r); Location / Order Deny,Allow Allow from all Options None ExpiresActive On ExpiresByType text/css A3600 ExpiresByType image/png A3600 ExpiresByType application/x-javascript A3600 ExpiresByType image/gif A3600 SetHandler perl-script PerlResponseHandler RT::Mason IfDefine PerlDProf IfDefine PerlSmallProf PerlFixupHandler Apache::SmallProf /IfDefine /IfDefine /Location Location /NoAuth/images SetHandler default-handler /Location # To use this you have to start apache with -DPerlStatus. # # In RHEL, add the following line to /etc/sysconfig/httpd: # # OPTIONS=-DPerlStatus IfDefine PerlStatus Location /perl-status SetHandler perl-script PerlResponseHandler Apache2::Status PerlSetVar StatusOptionsAll On PerlSetVar StatusTerse On PerlSetVar StatusTerseSize On PerlSetVar StatusTerseSizeMainSummary On PerlSetVar StatusLexInfo On /Location /IfDefine /VirtualHost --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallée - 38246 MEYLAN Cedex - FRANCE
[rt-users] RT 3.6 error and IE6
Hello, We are entering production phase next week on 3.6.1, but we noticed a problem among Internet Explorer version 6 users (yes, there are some of these at our university), ;), where they are getting an Error on page error-message in browser trying to _open_ a ticket in RT 3.6.1. This error message is not reproducable in other browsers (even IE version 7). The typical error message is described on: http://support.microsoft.com/kb/306831 but it doesn't solve the problem, since it's only a work-a-round. Is it something incompatible in the HTML-code? Best regars, Tomas -- Tomas A. P. Olaj, email: [EMAIL PROTECTED], web: folk.uio.no/tomaso University of Oslo / USIT (Center for Information Technology Services) System- and Application Management / Applications Management Group ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] performance question
Ruslan Zakirov napisał(a): Could you spend some time and write instructions about how to create such report? :) sure. 1) login to rt (probably ou want to login as root, to see all queues) 2) enable logging of all SQL queries. - for postgresql you can do it by putting these lines in your postgresql.conf log_destination = 'stderr' redirect_stderr = on log_line_prefix = '[%t] [%p] [EMAIL PROTECTED] ' log_min_duration_statement = 0 - for mysql you could use 'log' option 3) restart your database (or do whatever is needed to create fresh logfile) 4) click Home in browser window - this will display the home page and fill your SQL log 5) copy out this logfile to avoid polluting it with other queries 6) transform the logfile to following format: durationtabquery it can be tricky if queries have newlines or tabs 7) anonymize queries by replacing some literals by placeholders 8) calculate some statistics in tabular format tools I have used: step 6) http://filip.rembialkowski.net/tool/pglogstat/pglogtimes step 7) http://filip.rembialkowski.net/tool/pglogstat/sqa step 8) http://filip.rembialkowski.net/tool/pglogstat/pgtimestat one-liner: pglogtimes sample.log | sqa | pgtimestat sample.csv Filip -- Filip Rembiałkowski eo Networks sp. z o.o. tel:+48-604-065651 mailto:[EMAIL PROTECTED] jabber:[EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Permission denied Problem
Dear All, I am running an rt installation (3.4 on Debian, with seperate postgres backend) for about a year now. Currently I have around 50 call centre agents working on tickets submitted by a community of around 100.000 clients. I have set-up the system to allow creation of tickets for everyone (following the instructions in the bestpractical-Wiki) by just sending a mail to [EMAIL PROTECTED] which works fine. At this point in time the amount of users that have been autocreated on ticket creation has hit 35.000 and the number of tickets currently in my database is around 60.000. For the past weeks I have had clients that were sending a mail with a new ticket, that received a Message not recorded permission denied bounce back from the request tracker. I have checked the entries and there are no differences between other users. At the same time, other tickets are recorded by the system just fine. In two cases the clients were creating another different ticket a few minutes later - and this time without a problem. Any hint or idea what might be happening? Best regards and many thanks in advance ... T. Heinz smime.p7s Description: S/MIME Cryptographic Signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Calendar view of tickets?
Torsten, I used the following modules that you'll need to install from CPAN: * HTML::CalendarMonth (I think this has some dependencies like HTML::Element, etc. Just follow them and install all dependencies.) * Date::Calc Also, I should mention I got this working on 3.6.1. I think it could work in 3.4.5, but the Tools menu is different so you'd need to make some changes. Let me know if I left anything else out. Jim Torsten Brumm wrote: Hi Jim, sounds good to me a Calendar per Queue base, tried yours but got the following error: Error during compilation of /opt/rt36/local/html/Tools/Calendar/Calendar: Can't locate HTML/CalendarMonth.pm in @INC (@INC contains: /opt/rt36/local/lib /opt/rt36/lib /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 .) at /opt/rt36/local/html/Tools/Calendar/Calendar line 9, GEN35 line 40. BEGIN failed--compilation aborted at /opt/rt36/local/html/Tools/Calendar/Calendar line 9, GEN35 line 40. I think there are some missing files?!? Thanks Torsten 2006/12/5, Jim Brandt [EMAIL PROTECTED] mailto:[EMAIL PROTECTED]: Mark, I have a rough prototype of something like this working on our dev machine. In my case, I was playing around with creating a maintenance calendar that would allow us to track system changes in RT. My thought was to have a few designated queues set up as the maintenance queues. You'll see these hard-coded in the example. My thought was to make them a config option eventually. I installed the attached code under /opt/rt3/share/html/Tools so my Tools page has a menu with Offline, Reports, and Calendar. It's a bit ugly, but it works. Hope it helps. Jim Roedel, Mark wrote: It occurred to me last night that it'd be useful sometimes to have a calendar display with ticket on it according to their due dates. Before I start hacking on something myself, is that something that anybody's already attempted? -- Mark Roedel Senior Programmer / Analyst LeTourneau University Longview, Texas USA ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jim Brandt Administrative Computing Services University at Buffalo ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.torsten-brumm.de -- Jim Brandt Administrative Computing Services University at Buffalo ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Calendar view of tickets?
Argh, no.. 2006/12/6, Jim Brandt [EMAIL PROTECTED]: When I run it, for the month I pick, it shows links with the ticket subject in the day indicated by the due date on the ticket. Do your tickets have due dates? Torsten Brumm wrote: Hi Jim, OK, now it works. But it renders only a calender, nothing elsei have changed the SelectCalendar.html Values from your ACS Queues to the ones i have but nothing happens...how does your result looks like??? Torsten 2006/12/6, Jim Brandt [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] : Torsten, I used the following modules that you'll need to install from CPAN: * HTML::CalendarMonth (I think this has some dependencies like HTML::Element, etc. Just follow them and install all dependencies.) * Date::Calc Also, I should mention I got this working on 3.6.1. I think it could work in 3.4.5, but the Tools menu is different so you'd need to make some changes. Let me know if I left anything else out. Jim Torsten Brumm wrote: Hi Jim, sounds good to me a Calendar per Queue base, tried yours but got the following error: Error during compilation of /opt/rt36/local/html/Tools/Calendar/Calendar: Can't locate HTML/CalendarMonth.pm in @INC (@INC contains: /opt/rt36/local/lib /opt/rt36/lib /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 .) at /opt/rt36/local/html/Tools/Calendar/Calendar line 9, GEN35 line 40. BEGIN failed--compilation aborted at /opt/rt36/local/html/Tools/Calendar/Calendar line 9, GEN35 line 40. I think there are some missing files?!? Thanks Torsten 2006/12/5, Jim Brandt [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED]: Mark, I have a rough prototype of something like this working on our dev machine. In my case, I was playing around with creating a maintenance calendar that would allow us to track system changes in RT. My thought was to have a few designated queues set up as the maintenance queues. You'll see these hard-coded in the example. My thought was to make them a config option eventually. I installed the attached code under /opt/rt3/share/html/Tools so my Tools page has a menu with Offline, Reports, and Calendar. It's a bit ugly, but it works. Hope it helps. Jim Roedel, Mark wrote: It occurred to me last night that it'd be useful sometimes to have a calendar display with ticket on it according to their due dates. Before I start hacking on something myself, is that something that anybody's already attempted? -- Mark Roedel Senior Programmer / Analyst LeTourneau University Longview, Texas USA ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jim Brandt Administrative Computing Services University at Buffalo ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL
Re: [rt-users] What kind of hardware setup are you using?
On Dec 5, 2006, at 5:24 PM, John Arends wrote: How do you all handle backups/DR? Is anyone else running RT in a virtual machine? We use a live replication system to keep the DB up-to-the-second on another DB server. If the main DB dies, we just failover and point RT at the backup. We also take nightly snapshots of the database on yet another machine dedicated to that purpose on our network. Once per month, a set of snapshots is archived off to DVD and tossed into a safe. That pretty much covers our DB back up for RT... As for system backup, the only thing we backup of our RT installation is the etc/RT*Config.pm files and httpd+mailserver config files. To recover the RT installation, just re-install the software and copy those handful of configs files back in place. I suppose having a snapshot of the VM would be faster to recover :-) Our primary RT instance runs on a dedicated Dell 1950 with a hardware- mirrored drive and a local Postgres database. The replica runs on a dedicated 'backup' db server which also backs up several other databases. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Removing garbage from mail replies
Hello, I searched the wiki and mailing list archives, but couldn't find a solution to do that : - when RT sends an e-mail, add a line like [Reply below this line] - when a user replies to the mail, only log the text added below That way, the recipient keeps getting a normal e-mail (with quote), while RT only logs the last response (without quote) on its interface. Example : User creates a ticket, Admin fixes it and sends an e-mail : = User wrote : Subject : any bug I have a problem with ... Please fix [Reply below] Ok, fixed = RT History would show : = User : Ticket created I have a problem with ... Please fix = Admin : E-mail Ok, fixed = Admin : Ticket closed Instead of : = User : Ticket created I have a problem with ... Please fix = Admin : E-mail User wrote : Subject : any bug I have a problem with ... Please fix [Reply below] Ok, fixed Hope I made it clear, since I use a French GUI and guessed the english labels Thanks for helping. Laurent ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log entries
On Dec 6, 2006, at 2:18 AM, Torsten Brumm wrote: Hi Jesse, i've checked the permissions twice, apache is running as user/group apache and has more permission in that directory as needed. I played around a bit and came now to the point, that it works with fucking IE7 but not in NS7, NS8 and Firefox 1.6 and 2.0. I'm not sure whats wrong, i can see, for each session an new file is created, nothing at the error logs from apache/rtcould be a problem with the browsers=?! No idea off the top of my head. Torsten ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Calendar view of tickets?
I had the same problem, it was only displaying tickets with that have a Due date. I changed Calendar and SelectCalendar.html to search for Created, not Due, and it display the tickets the way I wanted. Date: Wed, 6 Dec 2006 17:12:30 +0100From: [EMAIL PROTECTED]: [EMAIL PROTECTED]: Re: [rt-users] Calendar view of tickets?CC: [EMAIL PROTECTED], no.. 2006/12/6, Jim Brandt [EMAIL PROTECTED]: When I run it, for the month I pick, it shows links with the ticketsubject in the day indicated by the due date on the ticket. Do yourtickets have due dates?Torsten Brumm wrote: Hi Jim, OK, now it works. But it renders only a calender, nothing elsei have changed the SelectCalendar.html Values from your ACS Queues to the ones i have but nothing happens...how does your result looks like??? Torsten 2006/12/6, Jim Brandt [EMAIL PROTECTED] mailto:[EMAIL PROTECTED]: Torsten, I used the following modules that you'll need to install from CPAN: * HTML::CalendarMonth (I think this has some dependencies like HTML::Element, etc. Just follow them and install all dependencies.) * Date::Calc Also, I should mention I got this working on 3.6.1. I think it could work in 3.4.5, but the Tools menu is different so you'd need to make some changes. Let me know if I left anything else out. Jim Torsten Brumm wrote: Hi Jim, sounds good to me a Calendar per Queue base, tried yours but got thefollowing error: Error during compilation of /opt/rt36/local/html/Tools/Calendar/Calendar: Can't locate HTML/CalendarMonth.pm in @INC (@INC contains:/opt/rt36/local/lib /opt/rt36/lib /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 .) at /opt/rt36/local/html/Tools/Calendar/Calendar line 9, GEN35 line 40. BEGIN failed--compilation aborted at /opt/rt36/local/html/Tools/Calendar/Calendar line 9, GEN35 line 40. I think there are some missing files?!? Thanks Torsten 2006/12/5, Jim Brandt [EMAIL PROTECTED] mailto: [EMAIL PROTECTED] mailto: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] : Mark, I have a rough prototype of something like this working on our dev machine. In my case, I was playing around with creating a maintenance calendar that would allow us to track system changes in RT. My thought was to have a few designated queues set up as the maintenance queues.You'll see these hard-coded in the example. My thought was to make them a config option eventually. I installed the attached code under /opt/rt3/share/html/Tools so my Tools page has a menu with Offline, Reports, and Calendar. It's a bit ugly, but it works. Hope it helps. Jim Roedel, Mark wrote: It occurred to me last night that it'd be useful sometimes to have a calendar display with ticket on it according to their duedates. Before I start hacking on something myself, is that something that anybody's already attempted? -- Mark Roedel Senior Programmer / Analyst LeTourneau University Longview, Texas USA ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jim BrandtAdministrative Computing Services University at Buffalo
[rt-users] including custom fields in a template
I want to include the value of 3 custom fields in the template used for emailing admins when a ticket is created. The custom fields are named Linux computer name, Impact and Deadline ... What exactly is the syntax for this? Especially for a field with spaces in its name? Dan Parsons Sr. Systems Administrator Luxtera, Inc. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Calendar view of tickets?
Just an idea, let us try to make it more flexible, just as an option to select all (makes not the most sense) and Starts and Due, also a view for Reminder entries could be great. i'm just playing around to make the queue selection more flexible...hopefully i can sent tomorrow some files. Torsten 2006/12/6, Jared Hanks [EMAIL PROTECTED]: I had the same problem, it was only displaying tickets with that have a Due date. I changed Calendar and SelectCalendar.html to search for Created, not Due, and it display the tickets the way I wanted. -- Date: Wed, 6 Dec 2006 17:12:30 +0100 From: [EMAIL PROTECTED] To: [EMAIL PROTECTED] Subject: Re: [rt-users] Calendar view of tickets? CC: rt-users@lists.bestpractical.com Argh, no.. 2006/12/6, Jim Brandt [EMAIL PROTECTED]: When I run it, for the month I pick, it shows links with the ticket subject in the day indicated by the due date on the ticket. Do your tickets have due dates? Torsten Brumm wrote: Hi Jim, OK, now it works. But it renders only a calender, nothing elsei have changed the SelectCalendar.html Values from your ACS Queues to the ones i have but nothing happens...how does your result looks like??? Torsten 2006/12/6, Jim Brandt [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] : Torsten, I used the following modules that you'll need to install from CPAN: * HTML::CalendarMonth (I think this has some dependencies like HTML::Element, etc. Just follow them and install all dependencies.) * Date::Calc Also, I should mention I got this working on 3.6.1. I think it could work in 3.4.5, but the Tools menu is different so you'd need to make some changes. Let me know if I left anything else out. Jim Torsten Brumm wrote: Hi Jim, sounds good to me a Calendar per Queue base, tried yours but got the following error: Error during compilation of /opt/rt36/local/html/Tools/Calendar/Calendar: Can't locate HTML/CalendarMonth.pm in @INC (@INC contains: /opt/rt36/local/lib /opt/rt36/lib /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 .) at /opt/rt36/local/html/Tools/Calendar/Calendar line 9, GEN35 line 40. BEGIN failed--compilation aborted at /opt/rt36/local/html/Tools/Calendar/Calendar line 9, GEN35 line 40. I think there are some missing files?!? Thanks Torsten 2006/12/5, Jim Brandt [EMAIL PROTECTED] mailto: [EMAIL PROTECTED] mailto: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] : Mark, I have a rough prototype of something like this working on our dev machine. In my case, I was playing around with creating a maintenance calendar that would allow us to track system changes in RT. My thought was to have a few designated queues set up as the maintenance queues. You'll see these hard-coded in the example. My thought was to make them a config option eventually. I installed the attached code under /opt/rt3/share/html/Tools so my Tools page has a menu with Offline, Reports, and Calendar. It's a bit ugly, but it works. Hope it helps. Jim Roedel, Mark wrote: It occurred to me last night that it'd be useful sometimes to have a calendar display with ticket on it according to their due dates. Before I start hacking on something myself, is that something that anybody's already attempted? -- Mark Roedel Senior Programmer / Analyst LeTourneau University Longview, Texas USA ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com
Re: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log entries
Any chance to figure out more details? I can test a lot and i have played around a lot, this relogin occurs until i pressed the first Time the Tools link, afterwards it is finished and the worst part, i have the same situation under each Firefox and NS Browser Will try more tomorrow... 2006/12/6, Jesse Vincent [EMAIL PROTECTED]: On Dec 6, 2006, at 2:18 AM, Torsten Brumm wrote: Hi Jesse, i've checked the permissions twice, apache is running as user/group apache and has more permission in that directory as needed. I played around a bit and came now to the point, that it works with fucking IE7 but not in NS7, NS8 and Firefox 1.6 and 2.0. I'm not sure whats wrong, i can see, for each session an new file is created, nothing at the error logs from apache/rtcould be a problem with the browsers=?! No idea off the top of my head. Torsten -- MFG Torsten Brumm http://www.torsten-brumm.de ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] RT 3.6.1 stops sending out emails
-Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Harald Kapper Sent: Wednesday, December 06, 2006 8:58 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT 3.6.1 stops sending out emails Hi he've a perfectly working RT 3.6.1 (on debian etch). Only problem is that sometimes RT simply stops to send out emails (comments, replys) to just anyone - as if it lost it's email-interface somehow, also no correspondences are then tracked in the ticket (which is quite right, but basically not the wanted functionality). Restarting the apache2 it's running in helps. But having to worry about outgoing-correspondence is really a pain... Anyone any ideas on this one? Thank you in advance Harald Kapper I am having this issue as well. rt-3.6.1 Apache-2.0.52 Sendmail-8.13.1 CentOS-4.4 I think my issue is related to a custom scrip I wrote to send alerts to my cell phone when a ticket is created during the weekend. It is based on a similar example in the RT Essentials book. I have deleted that scrip, so now I just have to wait and see if that fixed the problem. I'll post an update when I know more. Thanks, Les Confidentiality Notice: This message is for the sole use of the intended recipient(s). It may contain confidential or proprietary information and may be subject to the attorney-client privilege or other confidentiality protections. If this message was misdirected, neither FNC Holding Company, Inc. nor any of its subsidiaries waive any confidentiality, privilege, or trade secrets. If you are not a designated recipient, you may not review, print, copy, retransmit, disseminate, or otherwise use this message. If you have received this message in error, please notify the sender by reply e-mail and delete this message. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Query Questions
I have been asked to see if I can get RT to show the Ticket Content, using the basic Query Builder tool. In the actual query results window, I need to show the initial part of the request. I know I can do this via an outside Perl script, or using the Rt command line, but I am trying to do it within the actual RT web interface. From what I can tell the RT Query tool, queries the Ticket Table, and what I am after is in the Attachment table. I am trying to use the advanced query tool to both query and display the first element of the content. Is this possible, or do I have to do it via a Scrip? Most of the Scrips I have seen relate to an action, and some Email event. My other option is to create another Custom Field and then write a scrip to populate that field with the content data. Bryon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Reply to stalled tickets
Greetings I am using rt-3.4.5. My problem is, when i reply to a stalled ticket and i don't want change the status, the rt-system set the status to open. I know, that the reason of this is the autoopen-script. But i don't understand, why rt-2.0.4, the system that i used before, Doesn't do that, nevertheless the script exists. Thanks for helping Michael Peer ICT ___ EURAC research Viale Druso/Drususallee 1 39100 Bolzano/Bozen Italy Email: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Website: www.eurac.edu http://www.eurac.edu/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Query Questions
On Wed, Dec 06, 2006 at 03:10:10PM -0500, beilman wrote: I have been asked to see if I can get RT to show the Ticket Content, using the basic Query Builder tool. In the actual query results window, I need to show the initial part of the request. I know I can do this via an outside Perl script, or using the Rt command line, but I am trying to do it within the actual RT web interface. From what I can tell the RT Query tool, queries the Ticket Table, and what I am after is in the Attachment table. I am trying to use the advanced query tool to both query and display the first element of the content. Is this possible, or do I have to do it via a Scrip? Most of the Scrips I have seen relate to an action, and some Email event. My other option is to create another Custom Field and then write a scrip to populate that field with the content data. Bryon Bryon, To do what you want you will have to write some perl code. html/Elements/RT__Ticket/ColumnMap defines translations from columns to callbacks that are run when display search results. You can augment this mapping with a callback called ColumnMap. So you need to: 1. Create a callback. 2. Insert the correct code into the callback. (grok RT API?) 3. Get your new column name to show up in the query builder. The last step involves a local copy of html/Search/Elements/BuildFormatString. Is that enought to get you started? -Todd ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Query Questions
I think so, inside html/Elements/RT__Ticket/ColumnMap I see references to
things like
LastUpdated = {
attribute = 'LastUpdated',
title = 'Last Updated',
value = sub { return $_[0]-LastUpdatedObj-AsString }
},
So I need to figure out how to reference what I need and insert something like
Content= {
attribute = 'Content',
title = 'Content,
value = sub { return $_[0]-Appropriate_stuff_hereAsString }
},
Or whatever the RT API indicates.
I am a mild PERL programmer, but it looks like I will have to dig in.
It's a starting place.
If anyone out there already did this,I would love it if you shared your code.
In the mean time, I will dig in.
---Original Message---
From: Todd Chapman [EMAIL PROTECTED]
Subject: Re: [rt-users] Query Questions
Sent: 06 Dec '06 15:46
On Wed, Dec 06, 2006 at 03:10:10PM -0500, beilman wrote:
I have been asked to see if I can get RT to show the Ticket Content, using
the basic Query Builder tool. In the actual query results window, I need to
show the initial part of the request.
I know I can do this via an outside Perl script, or using the Rt command
line, but I am trying to do it within the actual RT web interface.
From what I can tell the RT Query tool, queries the Ticket Table, and
what I am after is in the Attachment table.
I am trying to use the advanced query tool to both query and display the
first element of the content.
Is this possible, or do I have to do it via a Scrip? Most of the Scrips
I have seen relate to an action, and some Email event.
My other option is to create another Custom Field and then write a scrip
to populate that field with the content data.
Bryon
Bryon,
To do what you want you will have to write some perl code.
html/Elements/RT__Ticket/ColumnMap defines translations from
columns to callbacks that are run when display search results.
You can augment this mapping with a callback called ColumnMap.
So you need to:
1. Create a callback.
2. Insert the correct code into the callback. (grok RT API?)
3. Get your new column name to show up in the query builder.
The last step involves a local copy of
html/Search/Elements/BuildFormatString.
Is that enought to get you started?
-Todd
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Re: [rt-users] Query Questions
On Wed, Dec 06, 2006 at 04:26:04PM -0500, beilman wrote:
I think so, inside html/Elements/RT__Ticket/ColumnMap I see references to
things like
LastUpdated = {
attribute = 'LastUpdated',
title = 'Last Updated',
value = sub { return $_[0]-LastUpdatedObj-AsString }
},
So I need to figure out how to reference what I need and insert something
like
Content= {
attribute = 'Content',
title = 'Content,
value = sub { return $_[0]-Appropriate_stuff_hereAsString }
},
Or whatever the RT API indicates.
I am a mild PERL programmer, but it looks like I will have to dig in.
It's a starting place.
If anyone out there already did this,I would love it if you shared your code.
In the mean time, I will dig in.
Something like:
$_[0]-Transactions-First-Content;
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[rt-users] Can't view newly created ticket
This just started happening, no changes were made to
the system.
mysql v 4.01
apache2
Is there something i can check in the ACL table?
snip from rt.log
Wed Dec 6 23:36:03 2006] [info]:
[EMAIL PROTECTED]
#6421/28782 - Scrip 2
(/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Wed Dec 6 23:36:03 2006] [warning]: DBD::mysql::st
execute failed: MySQL server has gone away at
/usr/local/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
li
ne 492. (/opt/rt3/lib/RT.pm:287)
[Wed Dec 6 23:36:03 2006] [warning]:
RT::Handle=HASH(0x96f8200) couldn't execute the query
'INSERT INTO Transactions (OldReference, Type, Field,
OldValue, NewReferenc
e, NewValue, Creator, ObjectId, ReferenceType,
Created, Data, ObjectType) VALUES (?, ?, ?, ?, ?, ?,
?, ?, ?, ?, ?, ?)' at
/usr/local/lib/perl5/site_perl/5.8.3/DBIx/Sea
rchBuilder/Handle.pm line 505
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x96f8200)','INSERT
INTO Transactions (OldReference, Type, Field,
OldValue...','undef','EmailRecord',
'undef','undef','undef','undef',1,...) called at
/usr/local/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
line 365
DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x96f8200)','Transactions','OldReference','undef','Type','EmailRecord','Field','undef','OldValue',...)
cal
led at
/usr/local/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle/mysql.pm
line 39
DBIx::SearchBuilder::Handle::mysql::Insert('RT::Handle=HASH(0x96f8200)','Transactions','OldReference','undef','Type','EmailRecord','Field','undef','OldValue',.
..) called at
/usr/local/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm
line 1291
DBIx::SearchBuilder::Record::Create('RT::Transaction=HASH(0xa484984)','OldReference','undef','Field','undef','Type','EmailRecord','OldValue','undef',...)
calle
d at /opt/rt3/lib/RT/Record.pm line 300
/snip from rt.log
Thanks
Winn Johnston
Do you Yahoo!?
Everyone is raving about the all-new Yahoo! Mail beta.
http://new.mail.yahoo.com
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[rt-users] RT/Opera Text alignment problem
Seems to be a bug in all Opera 9.x (any OS) that causes nested DIVs to be centered. The headers for each history entry are correct, but the actual ticket history content is all centered, making it a pain to read. Has anybody seen this and/or have a fix or is this a problem with Opera, Thanks. Running RT 3.6.2rc1 (new style interface) -- Tim Rosmus [EMAIL PROTECTED] Postmaster / USENET / DNS Northwest Nexus Inc. / NetOS Inc. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Shredder Users plugin error about invalid characters
I have a script that gathers up all the newest spam users created over the course of a day and iterates over each one calling rtx-shredder with the Users plugin. It occassionaly spits out an error thusly: Couldn't load plugin Error: Invalid characters in email '[EMAIL PROTECTED]' The email address that cause the error are pretty much the same format as that above with the hyphen in the domain part. I'm guessing that is the error's cause. The strange thing though is that I've never received this error when running the plugin from the UI. Also, how do I call Shredder as RT::SystemUser so I don't get the RT::User=HASH(0xb01b258) was created without a CurrentUser error? Mathew ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Pulling CustomFieldValues
Stephen Turner wrote:
-Original Message-
From: Mathew Snyder [mailto:[EMAIL PROTECTED]
Sent: Wednesday, November 29, 2006 4:29 AM
To: [EMAIL PROTECTED]
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Pulling CustomFieldValues
Steve,
This is the code I now have:
my $cf = RT::CustomField-new(RT::SystemUser);
$cf-Values($cf_name);
foreach my $cf_key (${cf}){
print $$cf_key{KEY} . \n;
};
Values() appears to return a reference to a hash. If I run
this code I get one
blank line back. I guess I don't know how to iterate through
the hash to print
out each item. How would I go about that?
Mathew
Hi Mathew,
You're getting close! The Values method actually returns a CustomFieldValues
object, even though a print will show a hash. This object represents a
collection of CustomFieldValue objects and you can iterate through the value
objects using the RT collections API (see RTx::SearchBuilder):
My $cfvalues = $cf-Values($cf_name);
while (my $cfval = $cfvalues-Next() ){
print $cfval-Name . \n;
};
You can see this in action on the custom field 'modify' screen - (
/Admin/CustomFields/Modify.html ). This calls
/Admin/Elements/EditCustomFieldValues which displays a list of the existing
values for the CF.
Steve
I guess it's time to revisit this after taking a break for a bit.
The code I now have, based on the above is thus:
!/usr/bin/perl
use warnings;
use strict;
use lib /usr/local/rt-3.6.1/lib;
use RT;
use RT::CustomField;
use RT::Interface::CLI qw(CleanEnv);
CleanEnv();
RT::LoadConfig();
RT::Init();
my $cf_name = Profiles;
my $cf = RT::CustomField-new(RT::SystemUser);
my $cfvalues = $cf-Values($cf_name);
while (my $cfval = $cfvalues-Next() ){
print $cfval-Name . \n;
};
exit;
This will run and place me right back at the prompt without any output. I guess
I just don't understand how to get the values of the custom field.
Mathew
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