[rt-users] small bug in SearchResults-XLS
Dear list, dear Emmanuel,
today I used cpan (cpan -i RT::Extension::SearchResults::XLS) to install
SearchResults-XLS to one of our RT instances (RT v3.6.6, Apache/2.2.3,
Perl v5.8.8 on a SUSE Linux Enterprise Server 10).
After that I got some error messages (see below my posting).
Looks like RT::Handle::cmp_version is not known in RT 3.6.6 yet. As
small workaround it was sufficient, to comment out the condition in the
callback:
% #if (RT::Handle::cmp_version( '3.8.1', $RT::VERSION ) 0 ) {
a href=%$RT::WebPath%/Search/Results.xls%$QueryString%XLS/a
% #}
Maybe you can have a look at this.
Best regards,
Ben
*error:* Undefined subroutine RT::Handle::cmp_version called at
/opt/rt3/share/html/Callbacks/Results-XLS/Search/Results.html/SearchActions
line 3.
*context:*
*1:* % # Don't display this callback if our RT Version contains the
new ResultsView
*2:*% # AfterTools Callback
*3:*% if (RT::Handle::cmp_version( '3.8.1', $RT::VERSION ) 0 ) {
*4:* a
href=%$RT::WebPath%/Search/Results.xls%$QueryString%XLS/a
*5:*% }
*6:*%ARGS
*7:*$QueryString = undef
*...*
*code stack:*
/opt/rt3/share/html/Callbacks/Results-XLS/Search/Results.html/SearchActions:3
/opt/rt3/share/html/Elements/Callback:85
/opt/rt3/share/html/Search/Results.html:94
/opt/rt3/share/html/Search/Build.html:783
/opt/rt3/share/html/autohandler:291
Undefined subroutine RT::Handle::cmp_version called at
/opt/rt3/share/html/Callbacks/Results-XLS/Search/Results.html/SearchActions line 3.
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Re: [rt-users] small bug in SearchResults-XLS
On Wed, Dec 03, 2008 at 10:18:19AM +0100, Benjamin Weser wrote:
Dear list, dear Emmanuel,
today I used cpan (cpan -i RT::Extension::SearchResults::XLS) to install
SearchResults-XLS to one of our RT instances (RT v3.6.6, Apache/2.2.3,
Perl v5.8.8 on a SUSE Linux Enterprise Server 10).
After that I got some error messages (see below my posting).
Looks like RT::Handle::cmp_version is not known in RT 3.6.6 yet. As
small workaround it was sufficient, to comment out the condition in the
callback:
% #if (RT::Handle::cmp_version( '3.8.1', $RT::VERSION ) 0 ) {
a href=%$RT::WebPath%/Search/Results.xls%$QueryString%XLS/a
% #}
Yep, cmp_version exists only in 3.8.x.
Maybe you can have a look at this.
Well, latest version was updated to fit 3.8.x without concern about 3.6
:/. For 3.6.x you should use 0.02.
RT::Extension::SearchResults::XLS follow the evolution of Results.tsv
code and so I cannot be sure that it is backward compatible between
major versions.
I promise to add information on RT version dependency in next uploads ;)
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[rt-users] Won't change rtname
I've changed $rtname in RT_SiteConfig and even RT_Config, but my outgoing emails still tags themselves with There is no need to reply to this message right now. Your ticket has been assigned an ID of [www.veryverylongdomainname.no #7]. Is there any other place I need to change this string? Med vennlig hilsen / with kind regards Steffen Tronstad P please don't print this e-mail unless you really need to. ___ 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] Convert Bugzilla to RT3
I saw the post liked below on the list from a few years ago but was wondering if this was still relevant for newer (3.8.1) builds of RT. I didn't want to go and mess up my database unless someone has used it or knows of something else that may work better. http://www.gossamer-threads.com/lists/rt/users/53073 I've got a bugzilla install that served as a ticketing system for the last 5+ years and we're moving to Request Tracker now. Thanks, Keith -- Keith McDermott Desktop Support Specialist - PCN Physics Department, Purdue University Web:http://www.physics.purdue.edu/pcn E-mail: [EMAIL PROTECTED] Phone: (765)496-2202 Address:525 Northwestern Avenue West Lafayette, IN 47907 Check out our new documentation at: http://www.physics.purdue.edu/PCN/doc/wiki ___ 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] [Solved] ExternalAuth User creation in RT
I'm going to be using this with procmail, but it could be nice anyway to see as a starting point. Keith McDermott Desktop Support Specialist - PCN Physics Department, Purdue University Web:http://www.physics.purdue.edu/pcn E-mail: [EMAIL PROTECTED] Phone: (765)496-2202 Address:525 Northwestern Avenue West Lafayette, IN 47907 Check out our new documentation at: http://www.physics.purdue.edu/PCN/doc/wiki Robert Munsch wrote: Not sure what your setup is, but if you're interested, I have mail working well (so far) with Exchange 2003 and Postfix. No fetchmail; all live-fire. It's ExternalAuth itself I can't seem to get working right. Got derailed into another project last week, but if my postfix / exchange setups would be useful to you, you're welcome to 'em. Rob Munsch IT Administrator http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x138 -Original Message- From: [EMAIL PROTECTED] [mailto:rt-users- [EMAIL PROTECTED] On Behalf Of Keith A McDermott Sent: Tuesday, December 02, 2008 4:49 PM Cc: rt-users@lists.bestpractical.com Subject: [rt-users] [Solved] ExternalAuth User creation in RT I found that the issue was in the order I did this in. I dropped the database and re-initialized it with the parameters set and now it's all working great as far as permissions. New users are showing up properly under Users in RT. Now to get the mail working... Keith McDermott Desktop Support Specialist - PCN Physics Department, Purdue University Web:http://www.physics.purdue.edu/pcn E-mail: [EMAIL PROTECTED] Phone: (765)496-2202 Address:525 Northwestern Avenue West Lafayette, IN 47907 Check out our new documentation at: http://www.physics.purdue.edu/PCN/doc/wiki Keith A McDermott wrote: Hi, I've got RT::Authen::ExternalAuth successfully working and it's validating my users against my LDAP server. I disabled (commented out) the disabled-user check as I'll tinker with that later - this is for testing for now. Anyway, my account can login to the web interface. Admittedly, I added the AutoCreate and WebExternalAuto after I'd already logged in once, but in the Users table in the RT3 database, I can see my account. However, it does not show up on the web interface so I cannot assign any rights to it. I have create-ticket security enabled for anyone so my account is able to create tickets and see them in the queue. On a side-note, I haven't gotten any email from the web-interface yet. I have yet to setup the procmail but it still should be able to send mail if I understand it corrrectly. Note: I do not know much about Perl so please take that into consideration in any reply which may require Perl modifications. :-) Thanks! Keith ___ 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] Won't change rtname
Did you restart apache? Changes to RT_SiteConfig don't take affect until a restart of the web service. Keith McDermott Desktop Support Specialist - PCN Physics Department, Purdue University Web:http://www.physics.purdue.edu/pcn E-mail: [EMAIL PROTECTED] Phone: (765)496-2202 Address:525 Northwestern Avenue West Lafayette, IN 47907 Check out our new documentation at: http://www.physics.purdue.edu/PCN/doc/wiki Steffen Tronstad wrote: I’ve changed $rtname in RT_SiteConfig and even RT_Config, but my outgoing emails still tags themselves with There is no need to reply to this message right now. Your ticket has been assigned an ID of [_www.__veryverylongdomainname__.no_ http://www.veryverylongdomainname.no #7]. Is there any other place I need to change this string? Med vennlig hilsen / with kind regards ***Steffen Tronstad* P please don't print this e-mail unless you really need to. ___ 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] Won't change rtname
Yes, I figured that out eventually... I'm so used to cron-based (my fetchmail.sh) scripts to read directly from config-files or databases, that I overlooked the fact that mailgate posted everything to the http-service *bluss* Thanks :) Med vennlig hilsen / with kind regards Steffen Tronstad BroadPark Games drift/design NextGenTel AS, part of TeliaSonera Group Tlf: +47 466 988 46 Mail: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] please don't print this e-mail unless you really need to. -Opprinnelig melding- Fra: Keith A McDermott [mailto:[EMAIL PROTECTED] Sendt: 3. desember 2008 15:27 Til: Steffen Tronstad Kopi: rt-users@lists.bestpractical.com Emne: Re: [rt-users] Won't change rtname Did you restart apache? Changes to RT_SiteConfig don't take affect until a restart of the web service. Keith McDermott Desktop Support Specialist - PCN Physics Department, Purdue University Web:http://www.physics.purdue.edu/pcn E-mail: [EMAIL PROTECTED] Phone: (765)496-2202 Address:525 Northwestern Avenue West Lafayette, IN 47907 Check out our new documentation at: http://www.physics.purdue.edu/PCN/doc/wiki Steffen Tronstad wrote: I’ve changed $rtname in RT_SiteConfig and even RT_Config, but my outgoing emails still tags themselves with There is no need to reply to this message right now. Your ticket has been assigned an ID of [_www.__veryverylongdomainname__.no_ http://www.veryverylongdomainname.no #7]. Is there any other place I need to change this string? Med vennlig hilsen / with kind regards ***Steffen Tronstad* P please don't print this e-mail unless you really need to. ___ 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] Combine issue resolved and the last reply/message into one single email
Very nice, thank you :) I've now spent 1,5 hours setting up RT to be exactly what I needed, after using 5+ hours configuring 'Eventum' to find out it is way to complicated and project-based. Med vennlig hilsen / with kind regards Steffen Tronstad BroadPark Games drift/design NextGenTel AS, part of TeliaSonera Group Tlf: +47 466 988 46 Mail: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] please don't print this e-mail unless you really need to. -Opprinnelig melding- Fra: Stephen Turner [mailto:[EMAIL PROTECTED] Sendt: 3. desember 2008 15:39 Til: Steffen Tronstad; rt-users@lists.bestpractical.com Emne: Re: [rt-users] Combine issue resolved and the last reply/message into one single email On Wed, 03 Dec 2008 09:34:34 -0500, Steffen Tronstad [EMAIL PROTECTED] wrote: When I close a issue, the customer first get an email with the answer/soltion, and then a new email stating that the issue is closed. Could I either A: Combine these into one single message. B: Not send an email when the issue is closed (using Reply, not Resolve) at all. Steffen - There are two transactions in play - the reply (answer/solution) and the resolve. Hence two emails. You can't combine the messages, but you can stop the 'resolve' email. Find the scrip that controls this email: On resolve Notify Requestors... and remove it. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ 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] Combine issue resolved and the last reply/message into one single email
Steffen,
I use this template:
Subject: Resolved: {$Ticket-Subject}
According to our records, your request has been resolved. If you have any
further questions or concerns, please respond to this message.
Comments about the resolution of this issue:
{
my $resolution_comment;
my $Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE = 'Comment' );
$Transactions-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $Transactions-First;
if( $CommentObj $CommentObj-id ) {
$resolution_comment = $CommentObj-Content;
}
$resolution_comment;
}
On Wed, Dec 3, 2008 at 9:45 AM, Steffen Tronstad [EMAIL PROTECTED]
wrote:
Very nice, thank you :)
I've now spent 1,5 hours setting up RT to be exactly what I needed, after
using 5+ hours configuring 'Eventum' to find out it is way to complicated
and project-based.
Med vennlig hilsen / with kind regards
Steffen Tronstad
BroadPark Games drift/design
NextGenTel AS, part of TeliaSonera Group
Tlf: +47 466 988 46
Mail: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED]
please don't print this e-mail unless you really need to.
-Opprinnelig melding-
Fra: Stephen Turner [mailto:[EMAIL PROTECTED]
Sendt: 3. desember 2008 15:39
Til: Steffen Tronstad; rt-users@lists.bestpractical.com
Emne: Re: [rt-users] Combine issue resolved and the last reply/message
into one single email
On Wed, 03 Dec 2008 09:34:34 -0500, Steffen Tronstad [EMAIL PROTECTED]
wrote:
When I close a issue, the customer first get an email with the
answer/soltion, and then a new email stating that the issue is closed.
Could I either
A: Combine these into one single message.
B: Not send an email when the issue is closed (using Reply, not
Resolve) at all.
Steffen -
There are two transactions in play - the reply (answer/solution) and the
resolve. Hence two emails.
You can't combine the messages, but you can stop the 'resolve' email. Find
the scrip that controls this email: On resolve Notify Requestors...
and remove it.
Steve
--
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IST
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Re: [rt-users] Forking a ticket
Nice catch, Torsten. Yes, that's debugging output. To remove it, you can comment out the print statement at line 10 of $RTBaseDir/local/plugins/RT-Extension-ForkTicket/html/Callbacks/RT-Exten sion-Forkticket/Ticket/Create.html I'll get that corrected in the download package shortly. -- Mark Roedel Senior Programmer/Analyst - Web Services LeTourneau University From: Torsten Brumm [mailto:[EMAIL PROTECTED] Sent: Wednesday, December 03, 2008 11:41 AM To: Roedel, Mark Cc: Joop; RT Users Subject: Re: [rt-users] Forking a ticket Hi Mark, really nice module. I'm getting the following output: QuoteTransaction = 106 -- CreateType = Pretask at the page: http://rt.local/Ticket/Create.html?CreateType=PretaskQuoteTransaction=1 06Queue=1 Is this needed or still debugging output? Torsten 2008/11/26 Roedel, Mark [EMAIL PROTECTED] -Original Message- From: Joop [mailto:[EMAIL PROTECTED] Sent: Wednesday, November 26, 2008 5:14 AM To: Roedel, Mark Cc: RT Users Subject: Re: [rt-users] Forking a ticket If this is still on anybody's radar, I've finally gotten around to packaging the callbacks and related pages referred to below into a plugin for RT 3.8.x, and it's currently available for download from Thanks, I just tried it and it works for me. One little thing though: in the README you say: 'and add an entry for RT::Plugin::ForkTicket to the @Plugins array'. I had to change that to: 'and add an entry for RT::Extension::ForkTicket to the @Plugins array', otherwise Apache won't restart. Oops -- nice catch. I've corrected that in the download package. Thanks, Joop! -- Mark Roedel Senior Programmer/Analyst - Web Services LeTourneau University ___ 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 -- MFG Torsten Brumm http://www.torsten-brumm.de Spam http://antispam.letu.edu/canit/b.php?i=26696615m=e6aa089ba6a7c=s Not spam http://antispam.letu.edu/canit/b.php?i=26696615m=e6aa089ba6a7c=n Forget previous vote http://antispam.letu.edu/canit/b.php?i=26696615m=e6aa089ba6a7c=f ___ 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] Forking a ticket
On Wed, Dec 3, 2008 at 12:41, Torsten Brumm [EMAIL PROTECTED] wrote: Hi Mark, really nice module. I'm getting the following output: QuoteTransaction = 106 -- CreateType = Pretask at the page: http://rt.local/Ticket/Create.html?CreateType=PretaskQuoteTransaction=106Queue=1 Is this needed or still debugging output? I assumed it was a gentle reminder to the user of what's going on. In case, say, you walk away for a bit and come back. -- Cambridge Energy Alliance: Save money. Save the planet. ___ 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] Quick upgrade to 3.8.1 question RE: ical
Hi, I installed the ical extension a long time ago (I have RT 3.6.1) In the upgrade to 3.8.1 it says: RT::Extension::iCal has been integrated into core, so you MUST uninstall it before upgrading. In addition, you must run etc/upgrade/3.8-ical-extension script to convert old data. Firstly, is the order: 1. uninstall 2. run etc/upgrade/3.8-ical-extension Secondly, Im not sure how to uninstall RT::Extension::iCal how do you do this? Thanks. ___ 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] CC's not showing up when I reply to a ticket
I am using version 3.6.5 I have tickets that have CC;s listed on them. I have the scripts enabled for NotifyOtherRecipients and NotifyOtherRecipientsAsComment But when I hit reply they email address is not listed below as available... I have a script for notify owner on correspond and that email is listed but not the CC's is there a permission issue I need to have in order for it to work... Thanks/ ___ 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] FIXED:CC's not showing up when I reply to a ticket
I had to add the following to RT_SiteConfig Set($ParseNewMessageForTicketCcs , true); Set($RTAddressRegexp , '^([EMAIL PROTECTED])$'); ___ 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
Re: [rt-users] Notification to new owner when case take
thanks, I have enabled this setting but since it is global this is causing some problems... When a client replies back to an email that was send out to them, they get another email back with their message that was typed, so the same for the RT users. Is there any way to stop this, would have been so much easier if the notifyactor was in the action list for scripts :) Thanks Johann -- View this message in context: http://www.nabble.com/Notification-to-new-owner-when-case-%22take%22-tp20630794p20820548.html Sent from the Request Tracker - User mailing list archive at Nabble.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] Quick upgrade to 3.8.1 question RE: ical
On Wed, Dec 3, 2008 at 9:12 PM, Sean [EMAIL PROTECTED] wrote: Hi, I installed the ical extension a long time ago (I have RT 3.6.1) In the upgrade to 3.8.1 it says: RT::Extension::iCal has been integrated into core, so you MUST uninstall it before upgrading. In addition, you must run etc/upgrade/3.8-ical-extension script to convert old data. Firstly, is the order: 1. uninstall 2. run etc/upgrade/3.8-ical-extension Secondly, Im not sure how to uninstall RT::Extension::iCal how do you do this? Suggest you to install into a clean directory instead of using directory with old version. Order: 1) install new 3.8 next to old into /opt/rt38 for example. 2) check that it works generally 3) run the script Thanks. ___ 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 -- Best regards, Ruslan. ___ 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] 3.8.1 - New upgrade slow on 'New Search click
Hi, After doing a 3.8.1 upgrade (install into new directory, upgrade db from 3.6.5), clicking on 'Tickets' / 'New Search' causes a 10-15 second pause. Digging through the active queries when that occurs shows the following query: SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups Groups_3 ON ( Groups_3.id = CachedGroupMembers_2.GroupId ) WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type) AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND (ACL_4.RightName = 'OwnTicket' OR ACL_4.RightName = 'SuperUser') AND (Groups_3.Domain = 'RT::Queue-Role') AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) ORDER BY main.Name ASC Eww. Anyway. The explain on this shows: *** 1. row *** id: 1 select_type: SIMPLE table: main type: range possible_keys: PRIMARY key: PRIMARY key_len: 4 ref: NULL rows: 65 Extra: Using where; Using temporary; Using filesort *** 2. row *** id: 1 select_type: SIMPLE table: Principals_1 type: eq_ref possible_keys: PRIMARY key: PRIMARY key_len: 4 ref: rt3.main.id rows: 1 Extra: Using where; Distinct *** 3. row *** id: 1 select_type: SIMPLE table: CachedGroupMembers_2 type: ref possible_keys: DisGrouMem,CachedGroupMembers3 key: CachedGroupMembers3 key_len: 5 ref: rt3.Principals_1.id rows: 1 Extra: Using where; Distinct *** 4. row *** id: 1 select_type: SIMPLE table: ACL_4 type: range possible_keys: ACL1 key: ACL1 key_len: 54 ref: NULL rows: 82 Extra: Using where; Using index; Distinct *** 5. row *** id: 1 select_type: SIMPLE table: Groups_3 type: eq_ref possible_keys: PRIMARY,Groups1,Groups2 key: PRIMARY key_len: 4 ref: rt3.CachedGroupMembers_2.GroupId rows: 1 Extra: Using where; Distinct Using google, two possible matches were found. - One of the queues has a 'Group Right' allowing 'Everyone' to 'Own Ticket'. I have gone through all our queues, found one queue with this permission. Removed the permission, issue still persists. I've even gone through and verified disabled queue's group rights. - The explain shows 'Using filesort' and the 'tmp_table_size' should be increased. Changing this to 4 times the default has had no effect. This coupled with the fact that our DB isn't that big. So, I was wondering if anybody else was experiencing this pause, and preferably if anybody knows what's causing it so I can fix it. Thanks Stuart J. Browne ___ 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
