Re: [rt-users] Unprivileged user cannot create ticket

[Tomáš Sára]

It was it. Thanks a lot, problem solved.

Drew Barnes napsal(a):
> Give Unprivileged SeeQueue rights perhaps?
>
> Tomáš Sára wrote:
>> Hello everybody,
>> first I have to say that I am new to RT system. After installing RT 
>> on our server I started to use it. It looks like a great system but 
>> it does have a lot of adjustments. At the begining I was a little bit 
>> connfused what is what. But know I am familiar with it a lot more.
>>
>> The root account is working great. Even the privilieged users are ok. 
>> The only problem I have are unprivileged users. I have some queues, 
>> lets say 3 of them ("Module 1", "Module 2", and "General"). I would 
>> like to allow unprivileged users to create tickets in queues "Module 
>> 1" and "Module 2" and I don't know how to do it. I have set to grou 
>> "Everyone" the rights "CreateTicket" and "ReplyToTicket" for both of 
>> these queues. But when I log in as a unprivileged user and want to 
>> create a ticket I can see "Queue: ** ()"  on the first line of the 
>> new ticket. And when I press the button "Create ticket" I will obtain 
>> an Error: "You have no permission to create tickets in that queue. No 
>> details".
>>
>> When I tried to grant the "Everyone" group the same global permisions 
>> as I granted to the queues above, it was possible for the 
>> unprivileged user to create the ticket but he/she can't choose the 
>> queue to create it in.
>>
>> You can simulate this in the demo apllication on 
>> http://rt.easter-eggs.org/demos/stable/ when you log in as a 
>> guest/guest you will get the same.
>>
>> Any help is greatly appriciated.
>> Sincerely
>> Tomas Sara.
>>
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>

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Re: [rt-users] Scrip to selectively autorespond?

[Sven Sternberger]

Hi!

On So, 2008-12-07 at 15:28 +0200, Atro Tossavainen wrote:
> I was wondering if anybody has already dealt with the issue of RT either
> autoresponding to all incoming messages or not autoresponding to any at
> all.  Specifically, I'd like to try to implement recommendations of RFC
> 3834 in the autoresponder - such as, if RT gets mail from another auto-
> responder that is easily identifiable as such, to stop generating loops.
> Any pointers will be welcome.

You can configure for example

Set($RedistributeAutoGeneratedMessages, 'privileged');

so that all messages which have "Precedence: bulk or junk"
, AutoSubmitted or X-FC-Machinegenerated set in the mail header, 
will only generate mails
to recipients which are privileged users.

I have additionally in my procmail config stuff like

>>
:0fh
* Precedence: list
|/usr/bin/formail -f -I "X-FC-Machinegenerated: true"
<<

regards

sven

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[rt-users] Attachment Issues

[Mark Olliver]

Hi,


I have recently installed RT 3.8.1 on a solaris machine. If i send  
mail to the server it works ok and creates the ticket without issues.  
However if i send a mail to the server with a plain txt attachment the  
server fails to load the issue and reports that it cant find a valid  
user. I made sure i was using the same user to send the ticket in for  
both tests and to the same working queue. The contents of my email in  
both cases was limited to a few lines e.g "see attachment" then on one  
i would put the test.txt file and the other i would not. However it  
fails on the one with the attachment.  I think the issue may be that  
the text file is a dump of usernames and email addresses and so it can  
not determine what should be the requesters email address.


Regards
Mark


Mark Olliver BSc (Hons) MBCS CITP FCNSA,
Thermeon (Systems Admin)
Russ Hill Farm, Russ Hill, Charlwood, Surrey, RH6 0EL, UK
E. [EMAIL PROTECTED]
M. +44 79 20 062 647

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[rt-users] Closing tickets on submit..

[Alfred M. Szmidt]

Hi,

what would be the best way to close a ticket when it enters the queue?

-- 
Alfred M. Szmidt
System Administrator

KREDITOR EUROPE AB
S:t Eriksgatan 117
113 43 Stockholm

Dir: +46 (0)7 65 - 26 00 45
Vxl: +46 (0)8 120 120 00
Fax: +46 (0)8 120 120 99
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Re: [rt-users] Closing tickets on submit..

[Ruslan Zakirov]

Scrip: On Queue Change Set Status 'resolved' with template 'blank'.

Search for parts on the wiki. Try implement parts yourself using info
from the wiki. Return back with more questions.

On Mon, Dec 8, 2008 at 3:58 PM, Alfred M. Szmidt <[EMAIL PROTECTED]> wrote:
> Hi,
>
> what would be the best way to close a ticket when it enters the queue?
>
> --
> Alfred M. Szmidt
> System Administrator
>
> KREDITOR EUROPE AB
> S:t Eriksgatan 117
> 113 43 Stockholm
>
> Dir: +46 (0)7 65 - 26 00 45
> Vxl: +46 (0)8 120 120 00
> Fax: +46 (0)8 120 120 99
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>



-- 
Best regards, Ruslan.
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Re: [rt-users] Closing tickets on submit..

[Alfred M. Szmidt]

Thank you very much, must admit that I was a bit to lazy to check the
wiki!  Will be more diligent next time. :-)

-- 
Alfred M. Szmidt
System Administrator

KREDITOR EUROPE AB
S:t Eriksgatan 117
113 43 Stockholm

Dir: +46 (0)7 65 - 26 00 45
Vxl: +46 (0)8 120 120 00
Fax: +46 (0)8 120 120 99
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Re: [rt-users] Closing tickets on submit..

[Steffen Tronstad]

Well, this is why we have this maillingslist :)

My best RT friend is 
http://www.mail-archive.com/rt-users@lists.bestpractical.com/maillist.html 



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]  
 please don't print this e-mail unless you really need to. 


-Opprinnelig melding-
Fra: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] På vegne av Alfred M. Szmidt
Sendt: 8. desember 2008 15:36
Til: Ruslan Zakirov
Kopi: rt-users@lists.bestpractical.com
Emne: Re: [rt-users] Closing tickets on submit..

Thank you very much, must admit that I was a bit to lazy to check the
wiki!  Will be more diligent next time. :-)

-- 
Alfred M. Szmidt
System Administrator

KREDITOR EUROPE AB
S:t Eriksgatan 117
113 43 Stockholm

Dir: +46 (0)7 65 - 26 00 45
Vxl: +46 (0)8 120 120 00
Fax: +46 (0)8 120 120 99
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[rt-users] Scrip: Notify requestor on queue change to SPECIFIC QUEUE

[vxtrq]

Hi everyone.
In RT I have several queues, lets call them queue1, queue2, queue3 and
masterqueue for simplicity. What I want to do is, whenever I move a ticket
from ANY queue but ONLY to masterqueue I want to send an e-mail (based on a
template I have) to the requestor.

I'm really stuck at figuring this scrip out. I can't find that much of a
syntax documentation, so I'm pretty much guessing here. This is what I tried
first:

Condition: User defined
Action: Autoreply to requestors
Template: myTemplate
Stage: TransactionCreate
Custom Condition:
if ( $TicketObj->QueueObj->Name eq "masterqueue"; )
{
return 0;
} else {
return 1;
}

As it should work whichever queue the ticket is coming from, I'd like to
make this a global scrip. However, I just can't figure out how to proceed.

Any help would be greatly appreciated.
-- 
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Re: [rt-users] Scrip: Notify requestor on queue change to SPECIFIC QUEUE

[Stephen Turner]

On Mon, 08 Dec 2008 10:29:26 -0500, vxtrq <[EMAIL PROTECTED]> wrote:

>
> Hi everyone.
> In RT I have several queues, lets call them queue1, queue2, queue3 and
> masterqueue for simplicity. What I want to do is, whenever I move a  
> ticket
> from ANY queue but ONLY to masterqueue I want to send an e-mail (based  
> on a
> template I have) to the requestor.
>
> I'm really stuck at figuring this scrip out. I can't find that much of a
> syntax documentation, so I'm pretty much guessing here. This is what I  
> tried
> first:
>
> Condition: User defined
> Action: Autoreply to requestors
> Template: myTemplate
> Stage: TransactionCreate
> Custom Condition:
> if ( $TicketObj->QueueObj->Name eq "masterqueue"; )
> {
> return 0;
> } else {
> return 1;
> }
>
> As it should work whichever queue the ticket is coming from, I'd like to
> make this a global scrip. However, I just can't figure out how to  
> proceed.
>
> Any help would be greatly appreciated.


You're in luck - what you want to do can be done fairly simply.

If you attach a scrip to masterqueue triggered by On Queue Change, it will
fire only when you move a ticket into masterqueue. So on that queue set up
a scrip like this:

On Queue Change Notify Requestors using Template myTemplate

No need for a global scrip or any custom condition coding. myTemplate
should also be attached to the masterqueue.

Steve

-- 
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T
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Re: [rt-users] Scrip to selectively autorespond?

[Gene LeDuc]

Hi Atro,

Why not change the script condition that launches the AutoReply so that 
it's a user defined condition that checks for the common bulk headers in 
addition to the create condition?

Regards,
Gene

At 05:28 AM 12/7/2008, Atro Tossavainen wrote:
>I was wondering if anybody has already dealt with the issue of RT either
>autoresponding to all incoming messages or not autoresponding to any at
>all.  Specifically, I'd like to try to implement recommendations of RFC
>3834 in the autoresponder - such as, if RT gets mail from another auto-
>responder that is easily identifiable as such, to stop generating loops.
>Any pointers will be welcome.
>
>--
>Atro Tossavainen (Mr.)   / The Institute of Biotechnology at
>Systems Analyst, Techno-Amish & / the University of Helsinki, Finland,
>+358-9-19158939  UNIX Dinosaur / employs me, but my opinions are my own.
>< URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS

-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 

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Re: [rt-users] Scrip: Notify requestor on queue change to SPECIFIC QUEUE

[vxtrq]

Stephen Turner wrote:
> 
> On Mon, 08 Dec 2008 10:29:26 -0500, vxtrq <[EMAIL PROTECTED]> wrote:
> 
>>
>> Hi everyone.
>> In RT I have several queues, lets call them queue1, queue2, queue3 and
>> masterqueue for simplicity. What I want to do is, whenever I move a  
>> ticket
>> from ANY queue but ONLY to masterqueue I want to send an e-mail (based  
>> on a
>> template I have) to the requestor.
>>
>> I'm really stuck at figuring this scrip out. I can't find that much of a
>> syntax documentation, so I'm pretty much guessing here. This is what I  
>> tried
>> first:
>>
>> Condition: User defined
>> Action: Autoreply to requestors
>> Template: myTemplate
>> Stage: TransactionCreate
>> Custom Condition:
>> if ( $TicketObj->QueueObj->Name eq "masterqueue"; )
>> {
>> return 0;
>> } else {
>> return 1;
>> }
>>
>> As it should work whichever queue the ticket is coming from, I'd like to
>> make this a global scrip. However, I just can't figure out how to  
>> proceed.
>>
>> Any help would be greatly appreciated.
> 
> 
> You're in luck - what you want to do can be done fairly simply.
> 
> If you attach a scrip to masterqueue triggered by On Queue Change, it will
> fire only when you move a ticket into masterqueue. So on that queue set up
> a scrip like this:
> 
> On Queue Change Notify Requestors using Template myTemplate
> 
> No need for a global scrip or any custom condition coding. myTemplate
> should also be attached to the masterqueue.
> 
> Steve
> 
> -- 
> Stephen Turner
> Senior Programmer/Analyst - SAIS
> MIT IS&T
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> 

Thank you SO much Stephen. That sure did it :)
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[rt-users] Issue with RT 3.8.1 and Active Directory authentication

[Elton S. Fenner]

I hope someone please take a moment to look at this... and point me to
a way to go to solve this.

I installed RT 3.8.1, follow instructions from
http://wiki.bestpractical.com/view/ExternalAuth and lot of other sites
I googled.

The installation of RT::Authen::ExternalAuth 0.07_01 was made by hand
because via CPAN I got this message: Warning: Cannot install
RT::Authen::ExternalAuth, don't know what it is.

I can login but get this message in browser:
Can't call
method "as_string" on an undefined value at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm
line 97,  line 514. 

Here is the log output:
[Mon Dec  8 18:19:58 2008] [debug]: $pass defined
(**), Running IsPassword
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:69)
[Mon Dec  8 18:19:58 2008] [debug]: Trying External
Authentication ( dsi )
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:24)
[Mon Dec  8 18:19:58 2008] [debug]: Attempting to use
external auth service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:150)
[Mon Dec  8 18:19:59 2008] [debug]: Trying external auth
service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:13)
[Mon Dec  8 18:20:03 2008] [debug]: LDAP Search ===  Base:
dc=alergs,dc=br == Filter: (&(sAMAccountName=dsi)(objectClass=*))
== Attrs: dn
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:40)
[Mon Dec  8 18:20:04 2008] [debug]: Found LDAP DN:
CN=dsi,OU=Rede,OU=DSI - Sistemas e
Informatica,OU=Corporativo,DC=alergs,DC=br
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:72)


This is my /opt/rt3/etc/RT_SiteConfig.pm


Set($rtname , "ALERGS");
Set($Organization , "rt.al.rs.gov.br");
Set($Timezone , 'America/Sao_Paulo');

Set($DatabaseType , 'mysql');
Set($DatabaseHost   , 'localhost');
Set($DatabaseRTHost , 'localhost');
Set($DatabasePort , '3306');
Set($DatabaseUser , 'rtuser');
Set($DatabasePassword , '');
Set($DatabaseName , 'rt3');

Set($WebDefaultStylesheet, 'web2');
Set($WebPath, "");
Set($WebDomain, 'rt.alergs.br' );
Set($WebPort, 80);                    # + ($< * 7274) % 32766 +
($< && 1024));
Set($WebBaseURL, 'http://' . RT->Config->Get('WebDomain') . ':' .
RT->Config->Get('WebPort'));
Set($WebURL, RT->Config->Get('WebBaseURL') .
RT->Config->Get('WebPath') . "/");

Set($RTAddressRegexp , '[EMAIL PROTECTED]');
Set($CorrespondAddress , '[EMAIL PROTECTED]');
Set($CommentAddress , '[EMAIL PROTECTED]');

Set($AutoLogoff, 30);                    # minutos

Set($DateDayBeforeMonth , 1);

Set($EnableReminders,1);

Set($LogToSyslog , '');
Set($LogDir, '/opt/rt3/var/log');
Set($LogToFileNamed , "rt.log");
Set($LogToFile  , 'debug');

Set( @Plugins, (qw(RT::Authen::ExternalAuth RT::FM)));

Set($ExternalAuthPriority,  ['My_LDAP']);
Set($ExternalInfoPriority,  ['My_LDAP']);
Set($ExternalServiceUsesSSLorTLS,    0);
Set($AutoCreateNonExternalUsers,    0);
Set($ExternalSettings,  {
    'My_LDAP'   =>  {
    'type'  =>  'ldap',
    'auth'  =>  1,
    'info'  =>  1,
    'server'    =>  'ds1.alergs.br',
    'user'  => 
'cn=adrt,ou=Corporativo,dc=alergs,dc=br',
    'pass'  =>  '',
    'base'  =>  'dc=alergs,dc=br',
    'filter'    => '(objectClass=*)',
    'd_filter'  =>
'(userAccountControl:1.2.840.113556.1.4.803:=2)',
    'tls'   =>  0,
    'net_ldap_args' => [    version => 
3   ],
    'group' =>  'DSI_Rede_Usu',
    'group_attr'    =>  '',
    'attr_match_list'   => [  'Name',
  'EmailAddress'
   ],

    'attr_map'  =>  {   'Name' =>
'sAMAccountName',
    'EmailAddress'
=> 'mail',
    'RealName' =>
'cn'
 }
   }
   }
);

1;




Elton S. Fenner,
Analista de Rede,
Assembléia Legislativa do RS.
+55 51 3210-1202




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[rt-users] Message length limitation?

[Kiyomi Yim]

Hi, I had a user respond to a ticket via the web interface but all the system 
captured was her pre-populated signature block.  The message itself wasn't 
recorded.  I stood at her desk while she showed me exactly what she had done 
and of course it worked perfectly.  Any suggestions how I should troubleshoot?  
Thanks!
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[rt-users] Login Issues with Session data

[Scott Thomson]

Hey Folks,

So I'm stumped, I was having issues with rt 3.4.5 so I upgraded and the
issues have followed me.

We can log in, we can get to whatever we were logging in to see (ie our
homepage, or a specific ticket if we specify the URL).  If we try to click
on anything else, we get the following error message.

RT couldn't store your session. This may mean that that the directory
'/opt/rt3/var/session_data' isn't writable or a database table is missing or
corrupt.

I turned logging up to debug, and that didn't seem to turn anything up.
I've been combing through the httpd and mysqld logs and haven't seen
anything there either.

This all started when I updated mysql from 4.1.20 to 4.1.22 and
perl-5.8.5-36.el4_5.2 to perl-5.8.5-36.el4_6.3.

Any ideas?  If we delete the info in the session data table, we can then log
back in.  Otherwise it continues to give the error message unless we close
and reopen the browser.

We know that it sets a cookie with the session id in the browser as well.
It just seems to be unable to process that session ID once it's established?
Thanks!

Scott
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[rt-users] GMT still being used as date after updating Config?

[Mark Grob]

I have an issue with the date/time stamp on a ticket at generation. It  
appears to still use GMT on the Database side (MySQL) even after I  
configured RT_Config.pm to Eastern (US) Standard Time?

I clear Mason Data and rebooted Apache still records new tickets as  
GMT instead of Eastern.

Any suggestions?

Version is 3.6.x (heavly modified) of RT + RTFM.

-Mark Grob
www.vrshell.com

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Re: [rt-users] GMT still being used as date after updating Config?

[Jesse Vincent]

On Mon  8.Dec'08 at 14:25:19 -0500, Mark Grob wrote:
> I have an issue with the date/time stamp on a ticket at generation. It  
> appears to still use GMT on the Database side (MySQL) even after I  
> configured RT_Config.pm to Eastern (US) Standard Time?

That's correct. RT uses GMT internally so that when you set your local
timezone, the dates shift in the UI but aren't _wrong_. 

> I clear Mason Data and rebooted Apache still records new tickets as  
> GMT instead of Eastern.
> 
> Any suggestions?
> 
> Version is 3.6.x (heavly modified) of RT + RTFM.

(When you come up to 3.8, your users will all be able to set their own
timezones independently, which is another important reason to keep
internal dates in something 'standard')

-Jesse


pgpIYZ7w4WBcC.pgp
Description: PGP signature
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[rt-users] rt 3.8.1: Font and spacing issues in ticket history section issue

[Janet Houser]

Hi folks,

When my users add comments while logged into rt (3.8.1), the font is very large 
and the lines are
double spaced.  When you reply to rt tickets via a mailer, this doesn't happen.

I've googled but haven't found a setting in the RT_SiteConfig file that fixes 
this.

Has anyone else seen this?

Cheers,

janet
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[rt-users] is it possible to set up a external database query using user's input while opening ticket?

[Aleksey Tsalolikhin]

Hi.  If a user provides some input while opening a new ticket, into a
textbox in the form, in pulling data from an external source using
an External module (like Groups.pm) ?

For example, I want the use to supply company name and location,
and the external query will fetch all the stores that particular company
operates at that location.

Or would we have to change RT source code to do that?

Thanks,
Aleksey

-- 
Aleksey Tsalolikhin
UNIX System Administrator
"I get stuff done!"
http://www.lifesurvives.com/
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Re: [rt-users] is it possible to set up a external database query using user's input while opening ticket?

[Jerrad Pierce]

That's not the clearest example, since a well defined location would
be a unique identifier.
However, no, you don't have to change RT. You just need to implement a
custom overlay.
Things to look at are the custom field "Include page" property and
RTx::EmailCompletion,
the desired feature does not exist out of the box.

-- 
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Re: [rt-users] Issue with RT 3.8.1 and Active Directory authentication

[Bryan McLellan]

On Mon, Dec 8, 2008 at 10:44 AM, Elton S. Fenner
<[EMAIL PROTECTED]>wrote:

> I can login but get this message in browser:
> *Can't call method "as_string" on an undefined value at
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm
> line 97,  line 514. *
>

This looks like it's the section of code checking the group.


> *'group' =>  'DSI_Rede_Usu',
> 'group_attr'=>  '',*
>

Have you tried with these two lines commented out? I would think group_attr
must be set. I believe 'uniqueMember' is what openldap uses, and active
directory uses 'member'. I also think group would be a full DN, but the code
may search. I've never used these before myself.

Bryan
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Re: [rt-users] rt 3.8.1: Font and spacing issues in ticket history section issue

[Bryan McLellan]

On Mon, Dec 8, 2008 at 12:00 PM, Janet Houser <[EMAIL PROTECTED]>wrote:

> When my users add comments while logged into rt (3.8.1), the font is very
> large and the lines are
> double spaced.  When you reply to rt tickets via a mailer, this doesn't
> happen.


Have you tried turning off the WYSIWYG editor under Preferences? If this
fixes your problem I would try setting:

Set($MessageBoxRichText, 0);
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Re: [rt-users] long page load times with many comments, was: is SELECT GET_LOCK normal?

[Bryan McLellan]

On Thu, Dec 4, 2008 at 6:06 PM, Ruslan Zakirov <[EMAIL PROTECTED]> wrote:
> Could you check if ShowMessageStanza from 3.8 repository [1] improves
> situation? See also comments below.

> [1] 
> http://svn.bestpractical.com/cgi-bin/index.cgi/bps/view/rt/3.8/trunk/share/html/Ticket/Elements/ShowMessageStanza

Installed this and restarted. Didn't change the time to load. Pretty
stable at just under 90 seconds for this ticket.

> Start from identifying where RT spends more time during the request.

Turned on 'debug' logging to a file. When loading this ticket I see
many lines like this:

[Mon Dec  8 23:37:12 2008] [debug]: We found a merged ticket.1721/1698
(/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:185)

After the first line, it will pause for one second, then print three
more of the exact messages at the same time with the same timestamp as
the first. Four messages every second for the 90 seconds it took for
the ticket to load.

After seeing this I opened up a few dozen tickets and watched the
debugging log. Every ticket without merges took under two seconds,
most of them a fraction of a second (short ones). Tickets with merges
took 50-110 seconds. Definitely looks like some sort of recursive loop
to do with parsing ticket merges.

Bryan
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Re: [rt-users] long page load times with many comments, was: is SELECT GET_LOCK normal?

[Ruslan Zakirov]

http://rt3.fsck.com//Ticket/Display.html?id=12774


On Tue, Dec 9, 2008 at 2:50 AM, Bryan McLellan <[EMAIL PROTECTED]> wrote:
> On Thu, Dec 4, 2008 at 6:06 PM, Ruslan Zakirov <[EMAIL PROTECTED]> wrote:
>> Could you check if ShowMessageStanza from 3.8 repository [1] improves
>> situation? See also comments below.
>
>> [1] 
>> http://svn.bestpractical.com/cgi-bin/index.cgi/bps/view/rt/3.8/trunk/share/html/Ticket/Elements/ShowMessageStanza
>
> Installed this and restarted. Didn't change the time to load. Pretty
> stable at just under 90 seconds for this ticket.
>
>> Start from identifying where RT spends more time during the request.
>
> Turned on 'debug' logging to a file. When loading this ticket I see
> many lines like this:
>
> [Mon Dec  8 23:37:12 2008] [debug]: We found a merged ticket.1721/1698
> (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:185)
>
> After the first line, it will pause for one second, then print three
> more of the exact messages at the same time with the same timestamp as
> the first. Four messages every second for the 90 seconds it took for
> the ticket to load.
>
> After seeing this I opened up a few dozen tickets and watched the
> debugging log. Every ticket without merges took under two seconds,
> most of them a fraction of a second (short ones). Tickets with merges
> took 50-110 seconds. Definitely looks like some sort of recursive loop
> to do with parsing ticket merges.
>
> Bryan
>



-- 
Best regards, Ruslan.
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Re: [rt-users] long page load times with many comments, was: is SELECT GET_LOCK normal?

[Bryan McLellan]

On Mon, Dec 8, 2008 at 5:14 PM, Ruslan Zakirov <[EMAIL PROTECTED]> wrote:
> http://rt3.fsck.com//Ticket/Display.html?id=12774

Note that to read that, login as guest/guest.

That's it, thanks. Added this to RT_SiteConfig.pm.

Set($LogToSyslog, 'info');

Also linked in that bug is a debian bug [1]. They also discuss that
installing the debian package 'libsys-syslog-perl' should resolve this
issue.

Maybe RT_Config.pm should ship with LogToSyslog set to info as a
general measure rather than related to this bug?

Bryan

[1] http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=498692
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