Re: AW: [rt-users] New status not working properly
Now I feel like a dummy. Your response looked a bit too familiar and sure enough, I asked this question before and you answered it before. My apologies for clogging up the user list. Mathew Keep up with me and what I'm up to: http://theillien.blogspot.com Ham MI-ID, Torsten Brumm wrote: > Hi mathew, > Have on on look into the query that generates the Tickets you own > screen, its only searching for new open and stalled, you have to add > your new active status there also. > > Torsten > > -Original Message- > From: [EMAIL PROTECTED] > <[EMAIL PROTECTED]> > To: RT Users > Sent: Sat May 05 05:53:33 2007 > Subject: [rt-users] New status not working properly > > In order move closer to ITIL compliance, we need a new status called "Client > Wait". I've followed the wiki instructions regarding RT_Siteconfig.pm > but it > doesn't, as the wiki says, Just Work. If I add a status to the @Active > list, > setting a ticket to that status causes the ticket to become inactive (at > least, > it doesn't show up in the "10 Tickets I Own" list). How do I ensure it will > show up and remain active? > > 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 > ___ 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
AW: [rt-users] New status not working properly
Hi mathew, Have on on look into the query that generates the Tickets you own screen, its only searching for new open and stalled, you have to add your new active status there also. Torsten -Original Message- From: [EMAIL PROTECTED] <[EMAIL PROTECTED]> To: RT Users Sent: Sat May 05 05:53:33 2007 Subject: [rt-users] New status not working properly In order move closer to ITIL compliance, we need a new status called "Client Wait". I've followed the wiki instructions regarding RT_Siteconfig.pm but it doesn't, as the wiki says, Just Work. If I add a status to the @Active list, setting a ticket to that status causes the ticket to become inactive (at least, it doesn't show up in the "10 Tickets I Own" list). How do I ensure it will show up and remain active? 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 ___ 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] New status not working properly
In order move closer to ITIL compliance, we need a new status called "Client Wait". I've followed the wiki instructions regarding RT_Siteconfig.pm but it doesn't, as the wiki says, Just Work. If I add a status to the @Active list, setting a ticket to that status causes the ticket to become inactive (at least, it doesn't show up in the "10 Tickets I Own" list). How do I ensure it will show up and remain active? 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] RT 4
Simplified customizations. For instance, despite the wiki and everyone saying that simply adding a new status to RT_Siteconfig.pm or any other location should create the new, working status in RT, it doesn't seem to be that easy. Mathew Jesse Vincent wrote: > If, for the sake of argument, Best Practical were to rewrite RT, what > would you want to see in the new product? > > Think big. > > Jesse > > > > > ___ > 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 ___ 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 4
Gavin Henry wrote: > >> If, for the sake of argument, Best Practical were to rewrite RT, what > would you want to see in the new product? >> Think big. >> > > * Better reporting > * Spam!!! So, you want RT to send spam? ;) Mathew > * PDF Export of Ticket History/Reports > * Full LDAP Auth/Authz > * Asterisk Integration ;-) > * IRC and Jabber ;-) > * Move to Catalyst ;-) > * Move to TT ;-) > * Move to Dojo ;-) > > Or something like that. > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > ___ 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 4
> If, for the sake of argument, Best Practical were to rewrite RT, what would you want to see in the new product? > > Think big. > * Better reporting * Spam!!! * PDF Export of Ticket History/Reports * Full LDAP Auth/Authz * Asterisk Integration ;-) * IRC and Jabber ;-) * Move to Catalyst ;-) * Move to TT ;-) * Move to Dojo ;-) Or something like that. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 4
Scott Courtney wrote: 3. Active Directory interface/native integration - This is a biggie. NOBODY want's / needs an extra user ID / password combo to remember. -1 on Active Directory integration; +1 on Kerberos integration that *also* works with AD. Please don't go down the platform-specific road; support the open standard instead. Perhaps I'm weird, but I don't want *any* native authentication in RT. Authentication is the domain of the web server. I vastly prefer RT to behave appropriately according to the current web server authentication, automatically creating new users as they appear, and all non-authenticated users become anonymous. Of course, RT already supports this mode of operation, so I'm happy. 8-) ___ 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] (no subject)
On May 4, 2007, at 12:14 PM, mfuller wrote:
I get this error when trying to get an RSS link in 3.6.3 does
anyone have an Idea of the cause?
error: Can't locate object method "channel" via package
"XML::RSS" at /opt/rt3/share/html/Search/Results.rdf line 57.
Do you have XML::RSS installed?
perl -MXML::RSS -e1
This will silently exit if the module is installed, or throw an
error if you need to install it
-kevin
context:
...
53:
54:
# create an RSS 1.0 file (http://purl.org/rss/1.0/)
55:
use XML::RSS;
56:
my $rss = new XML::RSS (version => '1.0');
57:
$rss->channel (
58:
title => "$RT::rtname: Syndicated Search",
59:
link => $RT::WebURL,
60:
description => "",
61:
dc => {
...
code stack: /opt/rt3/share/html/Search/Results.rdf:57
/opt/rt3/share/html/autohandler:292
Mark Fuller
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Re: [rt-users] RT 4
Multiple ticket owners and asset tracking (<3 AT) ___ 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-Extension-ResetPassword
On May 4, 2007, at 12:47 PM, Justin Brodley wrote: This module doesn't compile at least on my dev systems with RT 3.6.3 When running perl Makefile.PL I get the below error, haven't had a chance to look at it to determine the error and if this will even work with the 3.6.3 code. Can't call method "load_all_extensions" on an undefined value at inc/Module/Install.pm line 128. Hi Justin svn up and give it another try? I think it was some missing Module::Install bits that cause it to go wonky if you don't have other modules installed. -kevin Justin Brodley -Original Message- From: [EMAIL PROTECTED] [mailto:rt-users- [EMAIL PROTECTED] On Behalf Of Kevin Falcone Sent: Friday, May 04, 2007 8:51 AM To: RT User List Subject: Re: [rt-users] RT-Extension-ResetPassword On May 1, 2007, at 11:15 PM, Pedro Santa wrote: Hi all! Could someone help me to get/checkout RT-Extension-ResetPassword from Best Practical SVN, wich is documented here: http://wiki.bestpractical.com/index.cgi?PasswordReminder Which is the URL of the repository? It needs a password? svn co svn://svn.bestpractical.com/RT-Extension-ResetPassword No password required -kevin I tried out but always got failed attempts and 405 errors. :S Thanks in advance. The best regards. Pedro Machado Santa ___ 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 ___ 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 ___ 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] using procmail to filter autoreply for RT
On Thu, 3 May 2007 13:30:07 -0600 "Mary Steiner" <[EMAIL PROTECTED]> wrote: > I am not sure which user procmail is trying to run rt.rc as, but I have a > feeling that my error message is related to who the user is that is running > rt.rc. > > Any ideas are appreciated! Have you tried adding the procmail user option /usr/bin/procmail -d USERNAME -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ 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-Extension-ResetPassword
This module doesn't compile at least on my dev systems with RT 3.6.3 When running perl Makefile.PL I get the below error, haven't had a chance to look at it to determine the error and if this will even work with the 3.6.3 code. Can't call method "load_all_extensions" on an undefined value at inc/Module/Install.pm line 128. Justin Brodley -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kevin Falcone Sent: Friday, May 04, 2007 8:51 AM To: RT User List Subject: Re: [rt-users] RT-Extension-ResetPassword On May 1, 2007, at 11:15 PM, Pedro Santa wrote: > Hi all! > > Could someone help me to get/checkout RT-Extension-ResetPassword from > Best Practical SVN, wich is documented here: > http://wiki.bestpractical.com/index.cgi?PasswordReminder > > Which is the URL of the repository? It needs a password? > svn co svn://svn.bestpractical.com/RT-Extension-ResetPassword No password required -kevin > I tried out but always got failed attempts and 405 errors. :S > > Thanks in advance. > > The best regards. > > Pedro Machado Santa > ___ > 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 ___ 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 ___ 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 and mysql replication
On Fri, May 04, 2007 at 06:15:36PM +0200, Luca Villani wrote: > Alle 17:30, venerd? 4 maggio 2007, Kenneth Marshall ha scritto: > > > > I know that this does not help your situation, but pgpool will allow > > you to perform select queries to a slave postgresql DB and updates to > > the master DB. There may be a similar proxy available for MySQL that > > would allow you to scale your DB load better. > > Generally speaking, we prefer to put no wrapper/proxy on our architecture, > due > to high load of our systems. > > Do you have a link for a mysql proxy acting like this? > > Since RT uses DBI to access the underlying database, you should be able to use DBIx::DBCluster to send your writes to the master DB and read from the slave(s). Ken > > -- > Luca VillaniMobile Team, Dada S.p.A. > Tel: +39 055 2267220Mob: +39 335 8753086 > ICQ: 76272621 Skype: luca.villani > GPG key fingerprint: 7FC9 E2FE 0BEE 9DF8 1719 8761 1B79 82CC F0B5 B7CF > ___ > 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 > ___ 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 and mysql replication
Alle 17:30, venerdì 4 maggio 2007, Kenneth Marshall ha scritto: > I know that this does not help your situation, but pgpool will allow > you to perform select queries to a slave postgresql DB and updates to > the master DB. There may be a similar proxy available for MySQL that > would allow you to scale your DB load better. Generally speaking, we prefer to put no wrapper/proxy on our architecture, due to high load of our systems. Do you have a link for a mysql proxy acting like this? -- Luca VillaniMobile Team, Dada S.p.A. Tel: +39 055 2267220Mob: +39 335 8753086 ICQ: 76272621 Skype: luca.villani GPG key fingerprint: 7FC9 E2FE 0BEE 9DF8 1719 8761 1B79 82CC F0B5 B7CF ___ 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] (no subject)
I get this error when trying to get an RSS link in 3.6.3 does anyone have an
Idea of the cause?
error: Can't locate object method "channel" via package "XML::RSS" at
/opt/rt3/share/html/Search/Results.rdf line 57.
context:
...
53:
54:
# create an RSS 1.0 file (http://purl.org/rss/1.0/)
55:
use XML::RSS;
56:
my $rss = new XML::RSS (version => '1.0');
57:
$rss->channel (
58:
title => "$RT::rtname: Syndicated Search",
59:
link => $RT::WebURL,
60:
description => "",
61:
dc => {
...
code stack: /opt/rt3/share/html/Search/Results.rdf:57
/opt/rt3/share/html/autohandler:292
Mark Fuller
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Re: [rt-users] RT 4
On Friday 04 May 2007 10:32, Maloney, Michael wrote:
> 2. Rights Management - I have "the book" (RT Essentials), and sometimes
> still confused (lots of trial and error).
+1 on this. It would be great to have something like RTx::RightsMatrix in
core RT.
> 3. Active Directory interface/native integration - This is a biggie.
> NOBODY want's / needs an extra user ID / password combo to remember.
-1 on Active Directory integration; +1 on Kerberos integration that *also*
works with AD. Please don't go down the platform-specific road; support the
open standard instead.
Kind regards,
Scott
--
--
Scott Courtney | "I don't mind Microsoft making money. I mind them
[EMAIL PROTECTED] | having a bad operating system."-- Linus
Torvalds
http://4th.com/| ("The Rebel Code," NY Times, 21 February 1999)
| PGP Public Key at http://4th.com/keys/scott.pubkey
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RE: [rt-users] NotifyCCs
> -Original Message- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On Behalf > Of Stephen Turner > Sent: Friday, May 04, 2007 10:49 AM > To: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] NotifyCCs > > At Thursday 5/3/2007 05:05 PM, Curt LeCaptain wrote: > >Currently we're using RT 3.4.5, and I'm having some issues > with scrips, > >particularly on a Queue called Tech. > > > >Here's what I'd like to happen: > > > >Condition: On Transaction > >Action: Notify Ccs > >Template: Global Template Blank > >Stage: TransactionCreate <(Wondering if this is a problem or not) > > > >Should send to a secondary queue on another server for tracking > >purposes, which is defined as a permanent CC for that specific queue. > > > >The only time that a Notify CC happens is when I'm replying. > Never on > >a resolve/comment action, and I'm not sure why. > > > >I've got the user created that I'm looking to use for this > purpose, but > >it only seems to run the CC action on a reply only, never any other > >transaction. > > > >Any suggestions would be great, if more info is needed, I > can give that > >as well. > > > >Curt L. > > Curt, > > "Global template blank" is the problem - using this template > ensures that the scrip will never send email. It's typically > used whenever you create a scrip that should not result in an > email message. So you should change to an appropriate template. > > I suspect the reason you see notifications when you reply is > that another scrip (On Correspond) exists -that's the scrip > sending the notification, not the one above. > > One note - On transaction will literally fire for every > single transaction for the ticket (field updates etc). Are > you sure that's what you want? You'll probably end up with > multiple notifications with this setup. > > Steve > > ___ > 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 Yes, this is the desired way of things happening - we're trying to dual-track the tickets due to CRM - inject all ticket information into CRM so it can be paired with an account. Not the most glamourous way of taking care of this, but it works. I'll try changing the template, see what happens. Switching to the "Transaction" template took care of it, thanks for the help. I may modify this in the future to not do every transaction via multiple scrips, but for the interim, this works great. Thanks much, Curt L. > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Re: Email recipients confusing!
At Friday 5/4/2007 05:23 AM, Paul Johnson wrote: >>> > In the scrip Actions, what does "Notify ... as Comment" mean? >> >> No email is generated, it adds a comment to the ticket. > > OK, that's confusing (at least to me)! What's the point then of > differentiating between (say) Notify AdminCcs as Comment, and Notify > Requestors as Comment? Nobody actually gets notified at all really. In > fact, isn't this a noop: > On Comment Notify AdminCcs as Comment with template Admin Comment > since the comment was already created? This is not a no-op. This functionality is included since there's often things a support department needs to discuss and document about a ticket that is, for whatever reason, not for requester consumption. -- Paul, The way you originally (and incorrectly) explained it, it is a no-op (a notify action that doesn't generate email?). See my explanation yesterday under the digest subject heading for what 'as comment' means. Steve ___ 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] NotifyCCs
At Thursday 5/3/2007 05:05 PM, Curt LeCaptain wrote: Currently we're using RT 3.4.5, and I'm having some issues with scrips, particularly on a Queue called Tech. Here's what I'd like to happen: Condition: On Transaction Action: Notify Ccs Template: Global Template Blank Stage: TransactionCreate <(Wondering if this is a problem or not) Should send to a secondary queue on another server for tracking purposes, which is defined as a permanent CC for that specific queue. The only time that a Notify CC happens is when I'm replying. Never on a resolve/comment action, and I'm not sure why. I've got the user created that I'm looking to use for this purpose, but it only seems to run the CC action on a reply only, never any other transaction. Any suggestions would be great, if more info is needed, I can give that as well. Curt L. Curt, "Global template blank" is the problem - using this template ensures that the scrip will never send email. It's typically used whenever you create a scrip that should not result in an email message. So you should change to an appropriate template. I suspect the reason you see notifications when you reply is that another scrip (On Correspond) exists -that's the scrip sending the notification, not the one above. One note - On transaction will literally fire for every single transaction for the ticket (field updates etc). Are you sure that's what you want? You'll probably end up with multiple notifications with this setup. Steve ___ 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-Extension-ResetPassword
On May 1, 2007, at 11:15 PM, Pedro Santa wrote: Hi all! Could someone help me to get/checkout RT-Extension-ResetPassword from Best Practical SVN, wich is documented here: http://wiki.bestpractical.com/index.cgi?PasswordReminder Which is the URL of the repository? It needs a password? svn co svn://svn.bestpractical.com/RT-Extension-ResetPassword No password required -kevin I tried out but always got failed attempts and 405 errors. :S Thanks in advance. The best regards. Pedro Machado Santa ___ 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 ___ 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: Re: [rt-users] RT and mysql replication
I know that this does not help your situation, but pgpool will allow you to perform select queries to a slave postgresql DB and updates to the master DB. There may be a similar proxy available for MySQL that would allow you to scale your DB load better. Ken On Fri, May 04, 2007 at 05:10:56PM +0200, Ham MI-ID, Torsten Brumm wrote: > Hi, > Just to pick up this discussion, this palnned scenario would be very, very > clever, should be added to the rt4 wish list. > > Torsten. > > Btw: on on mysql cluster won't help if you have on on very big environment, > the replica architecture would be the best way i think. > > -Original Message- > From: [EMAIL PROTECTED] <[EMAIL PROTECTED]> > To: rt-users@lists.bestpractical.com > Sent: Fri May 04 16:27:05 2007 > Subject: Re: [rt-users] RT and mysql replication > > Alle 15:39, venerd?? 4 maggio 2007, Bob Goldstein ha scritto: > > > > I don't believe this is an RT question. Mysql supports replication, > > for sure at 4.x, and supports clusters at 5.x. > > As far as in a replication cluster scenario applications must perform insert > and updates only onto the master db server and can perform select onto an > arbitrary slave server of the cluster, this will be an RT question: code must > be patched to follow this behaviour. > > > > Do the needful at the mysql level, RT doesn't care. > > RT doesn't care because it use only one cluster server: the master server. > > We're using RT in an heavy duty environment (about 1500/1600 tickets per > day), > with about 90 different CRM operators, and using a single mysql server is not > a good deal: if RT can split searches onto some slaves db servers (4/5 slave > server) it can improve all operativeness. > > > > -- > Luca VillaniMobile Team, Dada S.p.A. > Tel: +39 055 2267220Mob: +39 335 8753086 > ICQ: 76272621 Skype: luca.villani > GPG key fingerprint: 7FC9 E2FE 0BEE 9DF8 1719 8761 1B79 82CC F0B5 B7CF > ___ > 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 > ___ > 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 ___ 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
AW: Re: [rt-users] RT and mysql replication
Hi, Just to pick up this discussion, this palnned scenario would be very, very clever, should be added to the rt4 wish list. Torsten. Btw: on on mysql cluster won't help if you have on on very big environment, the replica architecture would be the best way i think. -Original Message- From: [EMAIL PROTECTED] <[EMAIL PROTECTED]> To: rt-users@lists.bestpractical.com Sent: Fri May 04 16:27:05 2007 Subject: Re: [rt-users] RT and mysql replication Alle 15:39, venerdì 4 maggio 2007, Bob Goldstein ha scritto: > I don't believe this is an RT question. Mysql supports replication, > for sure at 4.x, and supports clusters at 5.x. As far as in a replication cluster scenario applications must perform insert and updates only onto the master db server and can perform select onto an arbitrary slave server of the cluster, this will be an RT question: code must be patched to follow this behaviour. > Do the needful at the mysql level, RT doesn't care. RT doesn't care because it use only one cluster server: the master server. We're using RT in an heavy duty environment (about 1500/1600 tickets per day), with about 90 different CRM operators, and using a single mysql server is not a good deal: if RT can split searches onto some slaves db servers (4/5 slave server) it can improve all operativeness. -- Luca VillaniMobile Team, Dada S.p.A. Tel: +39 055 2267220Mob: +39 335 8753086 ICQ: 76272621 Skype: luca.villani GPG key fingerprint: 7FC9 E2FE 0BEE 9DF8 1719 8761 1B79 82CC F0B5 B7CF ___ 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 ___ 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 4
> If, for the sake of argument, Best Practical were to > rewrite RT, what would you want to see in the new product? > > Think big. Reiterate what some others have stated: 1. Better Reporting - Average ticket close time by tech, closed tickets by tech, top 10 requestors, etc... I've needed to create all these, now learning / using Jasper, but it was a pain to come up with all the queries. I'm not a report creator, nor a SQL expert, and don't have time to learn _everything_. 2. Rights Management - I have "the book" (RT Essentials), and sometimes still confused (lots of trial and error). 3. Easier way to do write SCRIPs. - For the "non-tech" bunch. Like how MS-Outlook (shudder) does rules (Rules and Alerts Wizard) - so easy, even my end-users can do it!! 3. Active Directory interface/native integration - This is a biggie. NOBODY want's / needs an extra user ID / password combo to remember. 4. Asset Tracking built in - cradle to grave, I need to know a device's history and problems. Mike M. ___ 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 and mysql replication
Alle 15:39, venerdì 4 maggio 2007, Bob Goldstein ha scritto: > I don't believe this is an RT question. Mysql supports replication, > for sure at 4.x, and supports clusters at 5.x. As far as in a replication cluster scenario applications must perform insert and updates only onto the master db server and can perform select onto an arbitrary slave server of the cluster, this will be an RT question: code must be patched to follow this behaviour. > Do the needful at the mysql level, RT doesn't care. RT doesn't care because it use only one cluster server: the master server. We're using RT in an heavy duty environment (about 1500/1600 tickets per day), with about 90 different CRM operators, and using a single mysql server is not a good deal: if RT can split searches onto some slaves db servers (4/5 slave server) it can improve all operativeness. -- Luca VillaniMobile Team, Dada S.p.A. Tel: +39 055 2267220Mob: +39 335 8753086 ICQ: 76272621 Skype: luca.villani GPG key fingerprint: 7FC9 E2FE 0BEE 9DF8 1719 8761 1B79 82CC F0B5 B7CF ___ 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] Re: Email recipients confusing!
Paul Johnson wrote: > Gary: If you're going to use the digests, be sure to split the digest into > individual messages and reply to those and not the digest itself. A great > example how to do this is available in the procmailex manpage. Replying to > the individual messages preserves threading, replying to the digest breaks > it. > > If you're not sure how or are unwilling to do that, please read this list > via nntp://news.gmane.org/gmane.comp.bug-tracking.request-tracker.user > instead. Will do -- sorry about that. nntp works great, I'm replying to this msg from the nntp feed now. And thanks for the Cc clarifications! -- Gary ___ 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 and mysql replication
>Hi. > > >I'd googled about this quesitons, but I'd find no useful information. >You can simply tell me RTFM, but please link the FM I must R... ;-) > >Is there an RT support for mysql replication, a single master/many slave >databases simple clustering method described in this page? > > http://dev.mysql.com/doc/refman/5.0/en/replication.html I don't believe this is an RT question. Mysql supports replication, for sure at 4.x, and supports clusters at 5.x. Do the needful at the mysql level, RT doesn't care. Just make sure to use a version of mysql supported by RT. (We happen to use replication with 4.x, but there is nothing in RT that would depend on this.) bobg ___ 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] Re: More User feedback
Lance Wilson wrote: > One thing that I have noticed that the RT program is lacking is a good > user forum. A non-email bulletin board to post, and more importantly > search through, for previously asked questions. Can we get a discussion > board running? And more importantly can it be manned by several of the > lead developers? (granted this is probably the wrong email list to post > to about this) forums-- (I would prefer the developers spend their time writing code rather than moderating forums). http://news.gmane.org/gmane.comp.bug-tracking.request-tracker.user Search away. ___ 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] Re: Email recipients confusing!
Gary: If you're going to use the digests, be sure to split the digest into individual messages and reply to those and not the digest itself. A great example how to do this is available in the procmailex manpage. Replying to the individual messages preserves threading, replying to the digest breaks it. If you're not sure how or are unwilling to do that, please read this list via nntp://news.gmane.org/gmane.comp.bug-tracking.request-tracker.user instead. Gary Oberbrunner wrote in Article <[EMAIL PROTECTED]> posted to gmane.comp.bug-tracking.request-tracker.user: >>> Hi; I'm trying to set up RT at my company, for handling incoming support >>> > requests from outside via email. I'm using latest 3.6.3 on Linux. >>> > > ... >>> > CCs: how do you get on/off this list? >>> > AdminCCs: how do you get on/off this list? >>> > Other Recipients: what is this? >> >> The People tab lets you define these on a particular ticket. They get >> CCs. > > And I'm guessing anyone who updates the ticket gets auto-added or > something. Nope. AFAICT, only the original requester is automatically added by default. Edit or not, everybody else has to be manually added. >>> > In the scrip Actions, what does "Notify ... as Comment" mean? >> >> No email is generated, it adds a comment to the ticket. > > OK, that's confusing (at least to me)! What's the point then of > differentiating between (say) Notify AdminCcs as Comment, and Notify > Requestors as Comment? Nobody actually gets notified at all really. In > fact, isn't this a noop: > On Comment Notify AdminCcs as Comment with template Admin Comment > since the comment was already created? This is not a no-op. This functionality is included since there's often things a support department needs to discuss and document about a ticket that is, for whatever reason, not for requester consumption. -- Paul Johnson Email and IM (XMPP & Google Talk): [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] RT and mysql replication
Hi. I'd googled about this quesitons, but I'd find no useful information. You can simply tell me RTFM, but please link the FM I must R... ;-) Is there an RT support for mysql replication, a single master/many slave databases simple clustering method described in this page? http://dev.mysql.com/doc/refman/5.0/en/replication.html -- Luca VillaniMobile Team, Dada S.p.A. Tel: +39 055 2267220Mob: +39 335 8753086 ICQ: 76272621 Skype: luca.villani GPG key fingerprint: 7FC9 E2FE 0BEE 9DF8 1719 8761 1B79 82CC F0B5 B7CF ___ 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] Piping the incoming e-mail problem
Hello list, I have set up successfully rt3 quite a few times. Now the new installation is with postfix and virtual users utilizing MySQL. The exact setup is from this link "http://postfix.wiki.xs4all.nl/index.php?title=Virtual_Users_and_Domains_with_Courier-IMAP_and_MySQL"; and I have problem piping the e-mail to rt which runs on the same machine Fedora Core 6. I would greatly appreciate any suggestions -- Christos Karaviotis Manager, IT Services The Bonalbo Group Suite 101, Artemisia Business Centre 14 Charalambos Mouskos Street PO Box 29000, 2084 Nicosia, Cyprus Tel.: +357 2284 6000 www.bonalbo.com ___ 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] RT localization
Hello list, We have installed RT 3.6.1. It is working. However we would like to localize messages generated in the response of creating/closing a ticket. Our users prefer to receive them in our native language. What is the safest and the simplest way to achieve this on the working RT ? Best regards Mariusz Stakowski ___ 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 4
On Dienstag 01 Mai 2007, Jesse Vincent wrote: > If, for the sake of argument, Best Practical were to rewrite RT, what > would you want to see in the new product? > > Think big. > > Jesse Hi, I would like to be able to run several RT instances with mod_perl and one installation. Better docs :-) Rights system is quite complex, not very easy to understand (no problem so far ) but it is difficult to maintain, so better UI for rights management. Regards Rolf Schaufelberger [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
