[rt-users] Backend of search and querybuilder

[Uday Dey]

Hi All,

 

Can someone please let me know how the search option and the query
builder act in the backend when we try to run some queries and fetch
some results. I mean to say that how they fetch the info from and which
particular tables they refer to? I need this info in order to play
around with the query builder a little bit. Any info on this will be
greatly appreciated.

 

Regards,

Uday


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[rt-users] Query Builder search on Told

[Matt Hoover]

In query builder - how do I search on dates that are NULL?  I have tried
Told = NULL and lots of other combinations...  We are using RT 3.81

Thanks

Matt
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Re: [rt-users] table not found error

[jmoseley]

FYI, as my co-worker just pointed out, the FM* tables below are due to a
very old installation of RTFM...  Those can be disregarded.


James Moseley





+-+
| Tables_in_rt3   |
+-+
| ACL |
| Attachments |
| Attributes  |
| CachedGroupMembers  |
| CustomFieldValues   |
| CustomFields|
| FM_ArticleCFValues  |
| FM_Articles |
| FM_ClassCustomFields|
| FM_Classes  |
| FM_CustomFieldValues|
| FM_CustomFields |
| FM_Transactions |
| GroupMembers|
| Groups  |
| Links   |
| ObjectCustomFieldValues |
| ObjectCustomFields  |
| Principals  |
| Queues  |
| ScripActions|
| ScripConditions |
| Scrips  |
| Templates   |
| Tickets |
| Transactions|
| Users   |
| sessions|
+-+
28 rows in set (0.00 sec)



James Moseley




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Re: [rt-users] table not found error

[jmoseley]

When you moved the RT instance to another server, did you upgrade it?  If
so, did you upgrade the database as well?  If you moved the database, how
exactly did you do that?  What version are you running now?

I'm running 3.8.2, and all table names are capitalized (with the exception
of one) , so I'm guessing you're probalby running an older version.  I also
show 28 tables (to your 21):

+-+
| Tables_in_rt3   |
+-+
| ACL |
| Attachments |
| Attributes  |
| CachedGroupMembers  |
| CustomFieldValues   |
| CustomFields|
| FM_ArticleCFValues  |
| FM_Articles |
| FM_ClassCustomFields|
| FM_Classes  |
| FM_CustomFieldValues|
| FM_CustomFields |
| FM_Transactions |
| GroupMembers|
| Groups  |
| Links   |
| ObjectCustomFieldValues |
| ObjectCustomFields  |
| Principals  |
| Queues  |
| ScripActions|
| ScripConditions |
| Scrips  |
| Templates   |
| Tickets |
| Transactions|
| Users   |
| sessions|
+-+
28 rows in set (0.00 sec)


James Moseley



Chaim Rieger   wrote:


DBD::mysql::st execute failed: Table 'rt3.Users' doesn't exist at

however when i go into mysql
show tables;
mysql> show tables;
+-+
| Tables_in_rt3   |
+-+
| CustomFields|
| ObjectCustomFields  |
| ScripActions|
| ScripConditions |
| Scrips  |
| Templates   |
| acl |
| attachments |
| attributes  |
| cachedgroupmembers  |
| customfieldvalues   |
| groupmembers|
| groups  |
| links   |
| objectcustomfieldvalues |
| principals  |
| queues  |
| sessions|
| tickets |
| transactions|
| users   |
+-+
21 rows in set (0.00 sec)

mysql> exit


i moved the rt instance to a new server, and its looking for the Users
table but theres only a users table ?

am i missing something here ?
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Re: [rt-users] Auditing ticket accesses

[Jesse Vincent]

On Fri 24.Apr'09 at 12:25:35 -0500, Flynn, Timothy J wrote:
> I am looking for a way to record when someone views a ticket and log it
> somehow.  I know the url accesses are in apache logs.  I am looking for
> something long term that people could easily see when a ticket was
> accessed, by who, and when.  I was thinking about a scrip to do this to
> record instances to a ticket itself.  Also the RT logfile came to mind
> but it is full of other messages and errors.  Has anyone done something
> similar?

I think an on-display callback that wrote to a custom table or custom
logfile would be your best bet. Do you care about accesses to subpages,
ticket search results, CLI usage, or API usage?


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Re: [rt-users] not sending AdminCC mail to owner?

[Jo Rhett]

Just for clarity, I am also an admincc watcher of the queue.

Anyone have any idea why admincc would be suppressed?

On Apr 24, 2009, at 12:33 PM, Jo Rhett wrote:
> I modified the default Script to send AdminCC mail to AdminCCs and the
> Owner of the ticket.
>
> I observed today that it sends to everyone *but* the owner.   So our
> adminccs are
>
> John
> Jo
> Owen
> Archive
>
> If nobody is the owner, we all receive the e-mail.  But if I am the
> owner, the recipients of the mail are everyone but me.  I've confirmed
> this by both viewing the mail server logs and by checking the "Show"
> next to the sent mail notification.
>
> Obviously this is some misfire of the duplication suppression...
>
> --  
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source
> and other randomness
>
>
>
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--  
Jo Rhett
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and other randomness



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Re: [rt-users] Query Builder very slow after system update

[Jesse Vincent]

On Fri 24.Apr'09 at 16:13:12 +0200, Liviu Costea wrote:
> Hello,
> 
>  
> 
> We recently updated our RT3 server ( RT 3.8.1 , around 20 tickets) from 
> Red
> Hat Enterprise Linux 5.1 to 5.3 (yum update). The new MySQL installed version
> is 5.0.45.
>

What does mysqltuner.pl say about your 5.0.45 database?  Is it possible
for you to come up to 3.8.2?
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[rt-users] table not found error

[Chaim Rieger]

DBD::mysql::st execute failed: Table 'rt3.Users' doesn't exist at

however when i go into mysql
show tables;
mysql> show tables;
+-+
| Tables_in_rt3   |
+-+
| CustomFields|
| ObjectCustomFields  |
| ScripActions|
| ScripConditions |
| Scrips  |
| Templates   |
| acl |
| attachments |
| attributes  |
| cachedgroupmembers  |
| customfieldvalues   |
| groupmembers|
| groups  |
| links   |
| objectcustomfieldvalues |
| principals  |
| queues  |
| sessions|
| tickets |
| transactions|
| users   |
+-+
21 rows in set (0.00 sec)

mysql> exit


i moved the rt instance to a new server, and its looking for the Users 
table but theres only a users table ?

am i missing something here ?
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[rt-users] Date Conversion question

[Ken Crocker]

To any and all,


We have been scratching our collective heads over here trying to 
figure out why we get two different results in RT when passing some 
dates. We are converting from a legacy file and have the conversion 
program using API. Here's the problem; when we pass RT a date we want to 
go into the "Created" date field, we pass it a "/mm/dd" field and it 
gets converted properly, no problems. If we do the same thing for the 
"Started" and "Resolved" dates, it leaves the date as "1-Jan-1970" (we 
are on Oracle). Of course, we can't have 8,000 tickets that are resolved 
with no Resolved date, and they certainly can't all be the same date. If 
we pass the date to RT with "-" instead of "/", then it works. So why 
does the "Created" date work? Is RT using different date routines to 
convert date formats? That would seem odd. I could also speak of having 
to add a routine to deal with the "Greenwich Mean Time" situation for 
all of our dates, but, oh well. Does anyone have any idea of why RT can 
re-format for one of it's date fields correctly and not the others? Thanks.


Kenn
LBNL

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Re: [rt-users] AdminCCs on Queue don't receive notice on new tickets

[Ken Crocker]

GravyFace,


You have to have a notification scrip to notify the AdminCc or Cc 
watcher in order for them to get an email. Just HAVING a Cc watcher or 
AdminCc watcher doesn't get it done.


Kenn
LBNL

On 4/24/2009 11:53 AM, GravyFace wrote:
> Not sure if this is the feature or security right I'm looking for, but
> new tickets created do not CC or notify the Staff group I've created.
> I've added the Staff group to the Watchers under the Configuration >
> Queue page, but when a new ticket is created, there's no notification
> sent out.  I'd like it if the staff would receive an email
> notification when a new ticket is created and also be able to see
> comments and correspondence as well.
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Re: [rt-users] rt3 performance problem when updating a ticket

[Oleg Sladkoff]

Hi all

Thanks for all feedbacks!
Indeed I have a network problem on my server since yesterday, so the
problem does not come from RT...

the mailq command shows many "(Deferred: Connection timed out with
my.mail.server.)"

Oleg.


On Fri, 2009-04-24 at 17:40 +0100, Ruslan Zakirov wrote:

> I want to note that Set($SendmailArguments, "-ODeliveryMode=q" ); is
> incorrect. Default value in the RT config is not empty. So new value
> should be:
> 
> Set($SendmailArguments, "-ODeliveryMode=q -oi -t" );
> 
> 
> On Fri, Apr 24, 2009 at 6:56 PM, Raed El-Hames  wrote:
> > Oleg;
> >
> > You need to bare in mind that
> > Set($SendmailArguments, "-ODeliveryMode=q" );
> > puts the message in a mail queue, you need to check the frequency of how
> > often your mta process its queue
> >
> > btw, you are using sendmail ?? because  the above line wont work if you are
> > using exim, you need  :
> > Set($SendmailArguments, "-odq" );

yes I'm using sendmail

> >
> > Regards;
> >
> > *Roy El-hames *
> >
> > ISP Systems
> >
> >
> >
> > *Vialtus Solutions*
> >
> > *(formerly Pipex Business)*
> >
> >
> >
> > Direct Dial: +44(0) 208 587 6181
> >
> > E-mail: r...@vialtus.com 
> >
> >
> >
> > Visit us on:
> >
> > www.vialtus.com 
> >
> >
> >
> > This email is subject to:
> >
> > http://www.vialtus.com/disclaimer.html
> >
> >
> >
> >
> >
> >
> >
> > Oleg Sladkoff wrote:
> >>
> >> Hello
> >>
> >> slight problem, RT doesn't send any mail since I updated the configuration
> >> (nothing in rt's logs )
> >>
> >> any help appreciated !
> >>
> >> Oleg.
> >>
> >>
> >> On Thu, 2009-04-23 at 09:49 +0100, Oleg Sladkoff wrote:
> >>>
> >>> Hi Ruslan
> >>> thanks for your feedback :)
> >>>
> >>> after making a few tests it appears that the gap appears whenever someone
> >>> is in CC on the ticket (*/This message will be sent to.../*)
> >>>
> >>> On mysql side I do not see any slow query (time >1) and I see no process
> >>> (show process list).
> >>>
> >>> after following sendmailtips my problem was fixed :)
> >>>
> >>> in RT_SiteConfig.pm :
> >>> Set($SendmailArguments, "-ODeliveryMode=q" );
> >>>
> >>> thanks for your help !
> >>>
> >>>
> >>> best regards,
> >>> Oleg.
> >>>
> >>>
> >>> On Wed, 2009-04-22 at 22:32 +0100, Ruslan Zakirov wrote:
> 
>  Check out RT logs and look at timings. It may help you spot big gaps
>  and localize problem.
> 
>  It can be sendmail or whatever you use as MTA:
>  http://wiki.bestpractical.com/view/SendmailTips
> 
>  What have you done to make sure it's not mysql?
> 
>  On Wed, Apr 22, 2009 at 7:40 PM, Oleg Sladkoff   > wrote:
>  > Hi
>  >
>  > Since a few weeks it takes about 10 seconds whenever I update any
>  > ticket .
>  > Looking at mysql I don't see any activity.
>  >
>  > Any idea where the problem could come from ?
>  >
>  > --
>  > Oleg Sladkoff
>  > KELKOO - Service Architect
>  > oleg.sladk...@kelkoo.com 
>  > Yahoo messenger : Kelkoooleg
>  > tel : +33 (0)476848147
>  > gsm : +33(0)675768532
>  >
>  > ___
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>  >
>  > Community help: http://wiki.bestpractical.com
>  > Commercial support: sa...@bestpractical.com
>  > 
>  >
>  >
>  > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>  > Buy a copy at http://rtbook.bestpractical.com
>  >
> 
> 
> 
> 
> >>>
> >>> --
> >>> Oleg Sladkoff   KELKOO - Service Architect
> >>> oleg.sladk...@kelkoo.com 
> >>> Yahoo messenger : Kelkoooleg
> >>> tel : +33 (0)476848147 gsm : +33(0)675768532
> >>>
> >>
> >> --
> >> Oleg Sladkoff   KELKOO - Service Architect
> >> oleg.sladk...@kelkoo.com 
> >> Yahoo messenger : Kelkoooleg
> >> tel : +33 (0)476848147 gsm : +33(0)675768532
> >>
> >
> 
> 
> 
> -- 
> Best regards, Ruslan.
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-- 
Oleg Sladkoff   
KELKOO - Service Architect
oleg.sladk...@kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147 
gsm : +33(0)675768532
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Re: [rt-users] Auditing ticket accesses

[Joop van de Wege]

Flynn, Timothy J wrote:
> I am looking for a way to record when someone views a ticket and log it
> somehow.  I know the url accesses are in apache logs.  I am looking for
> something long term that people could easily see when a ticket was
> accessed, by who, and when.  I was thinking about a scrip to do this to
> record instances to a ticket itself.  Also the RT logfile came to mind
> but it is full of other messages and errors.  Has anyone done something
> similar?
> 
> RT 3.8.2
I'm assuming you're using mysql otherwise if you would be using Oracle 
you could use the auditing functionality of Oracle to audit access to 
your RT tables.

Greetings,

Joop
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[rt-users] not sending AdminCC mail to owner?

[Jo Rhett]

I modified the default Script to send AdminCC mail to AdminCCs and the  
Owner of the ticket.

I observed today that it sends to everyone *but* the owner.   So our  
adminccs are

John
Jo
Owen
Archive

If nobody is the owner, we all receive the e-mail.  But if I am the  
owner, the recipients of the mail are everyone but me.  I've confirmed  
this by both viewing the mail server logs and by checking the "Show"  
next to the sent mail notification.

Obviously this is some misfire of the duplication suppression...

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness



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Re: [rt-users] Auditing ticket accesses

[Jerrad Pierce]

> I'm assuming you're using mysql otherwise if you would be using Oracle
> you could use the auditing functionality of Oracle to audit access to
> your RT tables.
And if he were using Postgres, or SQLite?

Really though, this seems a rather dubious endeavor, as you're likely to
end up logging many spurious clicks. Do you or your users always find
exactly what they're searching for on the first try?
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[rt-users] AdminCCs on Queue don't receive notice on new tickets

[GravyFace]

Not sure if this is the feature or security right I'm looking for, but
new tickets created do not CC or notify the Staff group I've created.
I've added the Staff group to the Watchers under the Configuration >
Queue page, but when a new ticket is created, there's no notification
sent out.  I'd like it if the staff would receive an email
notification when a new ticket is created and also be able to see
comments and correspondence as well.
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Re: [rt-users] Auditing ticket accesses

[Raed El-Hames]

Hi;

A while back I added a ticket custom field with Enter multiple values , 
and then a line lines of code in  Ticket/Display.html

 if (! $session{'pull'}{$id})
#$RT::Logger->debug("someone viewing this ticket ". 
$TicketObj->Id);   

$TicketObj->AddCustomFieldValue(Field=>'Pulled-By',Value=>$session{'CurrentUser'}->Name);
 

$session{'pull'}{$id}= 1;
 }

Where Pulled_By is the custom field name, the session bit is to avoid 
adding a value on refresh etc, in our case we are not bothered how many 
times someone admired a ticket during a session ..
The above lines need to be after a ticket is Loaded, ie after
} else {
$TicketObj ||= LoadTicket($ARGS{'id'});
 

The proper way to do this is to add this code to callback rather than 
editing Display.html

Roy


Flynn, Timothy J wrote:
> I am looking for a way to record when someone views a ticket and log it
> somehow.  I know the url accesses are in apache logs.  I am looking for
> something long term that people could easily see when a ticket was
> accessed, by who, and when.  I was thinking about a scrip to do this to
> record instances to a ticket itself.  Also the RT logfile came to mind
> but it is full of other messages and errors.  Has anyone done something
> similar?
>
> RT 3.8.2
>
> Thanks!
> -Tim
>
>
> Notice: This UI Health Care e-mail (including attachments) is covered by the 
> Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential 
> and may be legally privileged.  If you are not the intended recipient, you 
> are hereby notified that any retention, dissemination, distribution, or 
> copying of this communication is strictly prohibited.  Please reply to the 
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> you.
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[rt-users] Auditing ticket accesses

[Flynn, Timothy J]

I am looking for a way to record when someone views a ticket and log it
somehow.  I know the url accesses are in apache logs.  I am looking for
something long term that people could easily see when a ticket was
accessed, by who, and when.  I was thinking about a scrip to do this to
record instances to a ticket itself.  Also the RT logfile came to mind
but it is full of other messages and errors.  Has anyone done something
similar?

RT 3.8.2

Thanks!
-Tim


Notice: This UI Health Care e-mail (including attachments) is covered by the 
Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and 
may be legally privileged.  If you are not the intended recipient, you are 
hereby notified that any retention, dissemination, distribution, or copying of 
this communication is strictly prohibited.  Please reply to the sender that you 
have received the message in error, then delete it.  Thank you.

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Re: [rt-users] rt3 performance problem when updating a ticket

[Ruslan Zakirov]

I want to note that Set($SendmailArguments, "-ODeliveryMode=q" ); is
incorrect. Default value in the RT config is not empty. So new value
should be:

Set($SendmailArguments, "-ODeliveryMode=q -oi -t" );


On Fri, Apr 24, 2009 at 6:56 PM, Raed El-Hames  wrote:
> Oleg;
>
> You need to bare in mind that
> Set($SendmailArguments, "-ODeliveryMode=q" );
> puts the message in a mail queue, you need to check the frequency of how
> often your mta process its queue
>
> btw, you are using sendmail ?? because  the above line wont work if you are
> using exim, you need  :
> Set($SendmailArguments, "-odq" );
>
> Regards;
>
> *Roy El-hames *
>
> ISP Systems
>
>
>
> *Vialtus Solutions*
>
> *(formerly Pipex Business)*
>
>
>
> Direct Dial: +44(0) 208 587 6181
>
> E-mail: r...@vialtus.com 
>
>
>
> Visit us on:
>
> www.vialtus.com 
>
>
>
> This email is subject to:
>
> http://www.vialtus.com/disclaimer.html
>
>
>
>
>
>
>
> Oleg Sladkoff wrote:
>>
>> Hello
>>
>> slight problem, RT doesn't send any mail since I updated the configuration
>> (nothing in rt's logs )
>>
>> any help appreciated !
>>
>> Oleg.
>>
>>
>> On Thu, 2009-04-23 at 09:49 +0100, Oleg Sladkoff wrote:
>>>
>>> Hi Ruslan
>>> thanks for your feedback :)
>>>
>>> after making a few tests it appears that the gap appears whenever someone
>>> is in CC on the ticket (*/This message will be sent to.../*)
>>>
>>> On mysql side I do not see any slow query (time >1) and I see no process
>>> (show process list).
>>>
>>> after following sendmailtips my problem was fixed :)
>>>
>>> in RT_SiteConfig.pm :
>>> Set($SendmailArguments, "-ODeliveryMode=q" );
>>>
>>> thanks for your help !
>>>
>>>
>>> best regards,
>>> Oleg.
>>>
>>>
>>> On Wed, 2009-04-22 at 22:32 +0100, Ruslan Zakirov wrote:

 Check out RT logs and look at timings. It may help you spot big gaps
 and localize problem.

 It can be sendmail or whatever you use as MTA:
 http://wiki.bestpractical.com/view/SendmailTips

 What have you done to make sure it's not mysql?

 On Wed, Apr 22, 2009 at 7:40 PM, Oleg Sladkoff >>> > wrote:
 > Hi
 >
 > Since a few weeks it takes about 10 seconds whenever I update any
 > ticket .
 > Looking at mysql I don't see any activity.
 >
 > Any idea where the problem could come from ?
 >
 > --
 > Oleg Sladkoff
 > KELKOO - Service Architect
 > oleg.sladk...@kelkoo.com 
 > Yahoo messenger : Kelkoooleg
 > tel : +33 (0)476848147
 > gsm : +33(0)675768532
 >
 > ___
 > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
 >
 > Community help: http://wiki.bestpractical.com
 > Commercial support: sa...@bestpractical.com
 > 
 >
 >
 > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
 > Buy a copy at http://rtbook.bestpractical.com
 >




>>>
>>> --
>>> Oleg Sladkoff   KELKOO - Service Architect
>>> oleg.sladk...@kelkoo.com 
>>> Yahoo messenger : Kelkoooleg
>>> tel : +33 (0)476848147 gsm : +33(0)675768532
>>>
>>
>> --
>> Oleg Sladkoff   KELKOO - Service Architect
>> oleg.sladk...@kelkoo.com 
>> Yahoo messenger : Kelkoooleg
>> tel : +33 (0)476848147 gsm : +33(0)675768532
>>
>



-- 
Best regards, Ruslan.
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[rt-users] CustomField ComboBox -- does it ADD values?

[Carolyn Fairman]

I had expected the custom field combobox to add a value to the list of  
values available when a value was added.

So if someone sees a drop down list with red, orange and yellow, they  
can enter green for the custom field and then next time anyone goes to  
assign a value for the custom field, they would see all four -- red,  
orange, yellow, green.

  People can set that one ticket to have green as the value but the  
green isn't made available for any other tickets in the future.  Is  
this possible somehow?

carolyn

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Re: [rt-users] Urgently need the E-R diagramfor RT schema for 3.8

[Kevin Falcone]

On Apr 24, 2009, at 10:43 AM, Uday Dey wrote:

>Many thanks for your quick update. But I already have the
> 3.4 version schema. I was looking for the one which was built for 3.8
> version. As it is quite a task to do it on such a short notice, I am
> looking for something readymade. It would be of great help if someone
> can share the 3.8 E-R schema structure for RT.

Have you compared the 3.4 diagram to your 3.8 schema?
You can check the upgrade scripts to see what minimal changes
have been made between the two versions

-kevin

>
>
> -Original Message-
> From: Alberto Villanueva [mailto:alberto.villanu...@altran.es]
> Sent: Friday, April 24, 2009 8:07 PM
> To: Uday Dey; rt-users@lists.bestpractical.com
> Subject: RE: [rt-users] Urgently need the E-R diagramfor RT schema for
> 3.8
>
> Hi Uday,
>
> The schema for RT 3.4: http://bestpractical.com/rt/3.4-schema.png
>
> This tells you how you can generate the schema for your version:
> http://wiki.bestpractical.com/view/DBSchema
>
>
> Best regards,
>
> ALBERTO VILLANUEVA DEL VAL
> Consultor
> 
> Altran Technologies
> ParqueEmpresarial Las Mercedes, Edificio 1
> C/ Campezo, 1. 28022 Madrid
> Tel: + 34 91 744 46 00 - Ext: 2205
> Fax: + 34 91 415 24 57
> www.altran.es
>
>
>
>
>
>
> 
>
>   De: rt-users-boun...@lists.bestpractical.com
> [mailto:rt-users-boun...@lists.bestpractical.com] En nombre de
> Uday Dey
>   Enviado el: viernes, 24 de abril de 2009 16:31
>   Para: rt-users@lists.bestpractical.com
>   Asunto: [rt-users] Urgently need the E-R diagramfor RT
> schema for 3.8
>   
>   
>
>   Hi All,
>
>   
>
>  Greetings.
>
>  I urgently need the E-R diagram for RT(version
> 3.8) schema structure. If someone can provide me the same ASAP,
> then it would be greatly appreciated.
>
>   
>
>   Regards,
>
>   Uday
>
>
>   
> _
> _
>   DISCLAIMER:"The information contained in this message and
> the attachments (if any) may be privileged and confidential and
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> _
> ___
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>
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>
> __
> DISCLAIMER:"The information contained in this message and the  
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> protected from disclosure. You are hereby notified that any  
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Re: [rt-users] Urgently need the E-R diagramfor RT schema for 3.8

[Raed El-Hames]

Uday;

The diagram I sent you (which was blocked by the list because of its 
size), is the one within the src for rt-3.8.2
rt-3.8.2/docs/rt3-schema-relationships.dot

I have not rolled out 3.8.2 , I just started playing with the source 
code If its the same as the 3.4 then it suggests nothing changes since 
then, possibly someone from BP can confirm ..

Regards;
Roy

Uday Dey wrote:
> Hi Roy,
>
>Thanks, but I am afraid that this is the same E-R diagram which I
> have for 3.4 as well. There is no change in it at all. I would be really
> grateful if you can share the 3.8(i.e. the updated version of RT) schema
> E-R diagram with me.
>
> Regards,
> Uday
>
> -Original Message-
> From: Raed El-Hames [mailto:r...@vialtus.com]
> Sent: Friday, April 24, 2009 8:44 PM
> To: Uday Dey
> Cc: Alberto Villanueva; rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Urgently need the E-R diagramfor RT schema for
> 3.8
>
> Attached for rt-3.8.2
>
>
> Regards;
> Roy
>
> Uday Dey wrote:
>   
>> Hi Alberto,
>>
>> Many thanks for your quick update. But I already have the
>> 3.4 version schema. I was looking for the one which was built for 3.8
>> version. As it is quite a task to do it on such a short notice, I am
>> looking for something readymade. It would be of great help if someone
>> can share the 3.8 E-R schema structure for RT.
>>
>> Regards,
>> Uday
>>
>> -Original Message-
>> From: Alberto Villanueva [mailto:alberto.villanu...@altran.es]
>> Sent: Friday, April 24, 2009 8:07 PM
>> To: Uday Dey; rt-users@lists.bestpractical.com
>> Subject: RE: [rt-users] Urgently need the E-R diagramfor RT schema for
>> 3.8
>>
>> Hi Uday,
>>
>> The schema for RT 3.4: http://bestpractical.com/rt/3.4-schema.png
>>
>> This tells you how you can generate the schema for your version:
>> http://wiki.bestpractical.com/view/DBSchema
>>
>>
>> Best regards,
>>
>> ALBERTO VILLANUEVA DEL VAL
>> Consultor
>> 
>> Altran Technologies
>> ParqueEmpresarial Las Mercedes, Edificio 1
>> C/ Campezo, 1. 28022 Madrid
>> Tel: + 34 91 744 46 00 - Ext: 2205
>> Fax: + 34 91 415 24 57
>> www.altran.es
>>
>>
>>
>>
>>
>>
>> 
>>
>> De: rt-users-boun...@lists.bestpractical.com
>> [mailto:rt-users-boun...@lists.bestpractical.com] En nombre de
>> Uday Dey
>> Enviado el: viernes, 24 de abril de 2009 16:31
>> Para: rt-users@lists.bestpractical.com
>> Asunto: [rt-users] Urgently need the E-R diagramfor RT
>> schema for 3.8
>>
>>
>>
>> Hi All,
>>
>>
>>
>>Greetings.
>>
>>I urgently need the E-R diagram for RT(version
>> 3.8) schema structure. If someone can provide me the same ASAP,
>> then it would be greatly appreciated.
>>
>>
>>
>> Regards,
>>
>> Uday
>>
>>
>>
>> _
>> _
>> DISCLAIMER:"The information contained in this message and
>> the attachments (if any) may be privileged and confidential and
>> protected from disclosure. You are hereby notified that any
>> unauthorized use, dissemination, distribution or copying of this
>> communication, review, retransmission, or taking of any action
>> based upon this information, by persons or entities other than
>> the intended recipient, is strictly prohibited. If you are not
>> the intended recipient or an employee or agent responsible for
>> delivering this message, and have received this communication in
>> error, please notify us immediately by replying to the message
>> and kindly delete the original message, attachments, if any, and
>> all its copies from your computer system. Thank you for your
>> cooperation."
>>
>> _
>> ___
>>
>>
>>
>>
>>
>> 
> 
> __
>   
>> DISCLAIMER:"The information contained in this message and the
>> 
> attachments (if any) may be privileged and confidential and protected
> from disclosure. You are hereby notified that any unauthorized use,
> dissemination, distribution or copying of this communication, review,
> retransmission, or taking of any action based upon this information, by
> persons or entities other than the intended recipient, is strictly
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> communication in error, please notify us immediately by replying to the
> message and kindly delete the original message, attachments, if any, and
> all its copies from your computer system. Thank you for your
> cooperation."
>   
> 
> 
>   
>> ___

[rt-users] Printing the Tickets from the search results

[Steve OBrien]

I am trying to print the tickets that result from a search.  We have a
CF for location, so before the tech goes out to a location they search
for all tickets in the queue with CF = the location they are going.  We
would like to be able to print the ticket details from this search
without individually opening each ticket.  
Possible?

TIA,
Steve

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[rt-users] Migration

[Javier Garcia]

Hi all,

I haven't seen this on the list so I will send the email again.

Please find attached a short description on how I migrated our 26K
bugzilla tickets to RT.
Any comments or fixes will be welcomed.

Environment:
- OS: Debian Etch 2.6.18-6-486
- RT version: 3.8.2
- MySQL version: 5.0.32-Debian_7etch8-log


Cheers,
Javier Garcia
Systems Engineer
Snow Valley

**
* Bugzilla RT migration 
* Javier Garcia 
* Snow Valley 
* javier(dot)garcia(at)snowvalley(dot)com
* 24/04/2009 
**

Environment:
- OS: Debian Etch 2.6.18-6-486
- RT version: 3.8.2
- MySQL version: 5.0.32-Debian_7etch8-log



I.  Download and untar migration files 
---
tar -xvzf bugzilla-rt-convert.tar.gz



II.  Read README file 
---
Please, pay attention to the README file inside bugzilla-rt-convert folder



III.  Replace initial data file 
---
The original /opt/rt3/etc/initialdata file on RT3.8 has no  groups  
information. We have  to  insert this information in our DB in order to avoid 
future issues loading tickets and queues. 

@Groups = ( 
{ Name=> '', 
  Type=> 'Everyone',
  Domain  => 'SystemInternal', 
  Instance=> '', 
  Description => 'Pseudogroup for internal use', 
  InsideTransaction => undef, 
}, 
{ Type=> 'Privileged',   
  Domain  => 'SystemInternal', 
  Instance=> '', 
  Name=> '', 
  Description => 'Pseudogroup for internal use', 
  InsideTransaction => undef, 
}, 
{ Name=> '', 
  Type=> 'Unprivileged', 
  Domain  => 'SystemInternal', 
  Instance=> '', 
  Description => 'Pseudogroup for internal use', 
  InsideTransaction => undef, 
}, 
{ Name=> '', 
  Type=> 'Owner',
  Domain  => 'RT::System-Role', 
  Instance=> '', 
  Description => 'SystemRolegroup for internal use', 
  InsideTransaction => undef, 
}, 
{ Name=> '', 
  Type=> 'Requestor',
  Domain  => 'RT::System-Role', 
  Instance=> '', 
  Description => 'SystemRolegroup for internal use', 
  InsideTransaction => undef, 
}, 
{ Name=> '',   Type=> 'Cc', 
  
  Domain  => 'RT::System-Role', 
  Instance=> '', 
  Description => 'SystemRolegroup for internal use', 
  InsideTransaction => undef, 
}, 
{ Name=> '', 
  Type=> 'AdminCc',  
  Domain  => 'RT::System-Role', 
  Instance=> '', 
  Description => 'Pseudogroup for internal use', 
  InsideTransaction => undef, 
},  
); 



IV.  print_prod.pl 
---
This script loads tickets information from bugzilla in a file. There are issues 
in some of the loaded data, as lots of creation date fields contain the string 
‘now()’ instead of a valid date. The best way to fix this is to replace the 
following lines in the script: 

### sub print_prod 
my $created = 'now()'; 
... 
print "\t  Description\t=> $desc,\n"; 
print "\t  Created\t=> $created,\n"; 
 
With these ones (NOTE: we are adding a random created date. Some people will 
need to modify this as they have to use the current date and time. Perl 
provides lots of time functions for this):  

### sub print_prod 
my $created = 'now()'; 
... 
print "\t  Description\t=> $desc,\n"; 
# 
### ADDED TO AVOID now() DATES WHICH CAUSE LOADING ERRORS ON RT 
if ($created eq 'now()') { 
print "\t  Created\t=> '2009-04-22 11:00:00',\n"; 
}else { 
print "\t  Created\t=> $created,\n"; 
} 



V.  print_bugs.pl
---
This  script  loads bugs  information  from bugzilla  in a  file. We are  in  
the  same  situation again, as there a lots of corrupted data. The best way to 
fix this is to replace the following lines in the script: 

### sub print_bugs 
my $created = 'now()'; 
... 
print "\t  Type\t=> 'ticket',\n"; 
print "\t  Created\t=> $created,\n"; 

With these ones (NOTE: we are adding a random created date. Some people will 
need to modify this as they have to use the current date and time. Perl 
provides lots of time functions for this):  

### sub print_bugs 
my $created = 'now()'; 
... 
print "\t  Type\t=> 'ticket',\n"; 
# 
### ADDED TO AVOID now() DATES WHICH CAUSE LOADING ERRORS ON RT 
if ($created eq 'now()') { 
print "\t  Created\t=> '2009-04-22 1

Re: [rt-users] Urgently need the E-R diagramfor RT schema for 3.8

[Uday Dey]

Hi Roy,

   Thanks, but I am afraid that this is the same E-R diagram which I
have for 3.4 as well. There is no change in it at all. I would be really
grateful if you can share the 3.8(i.e. the updated version of RT) schema
E-R diagram with me.

Regards,
Uday

-Original Message-
From: Raed El-Hames [mailto:r...@vialtus.com] 
Sent: Friday, April 24, 2009 8:44 PM
To: Uday Dey
Cc: Alberto Villanueva; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Urgently need the E-R diagramfor RT schema for
3.8

Attached for rt-3.8.2


Regards;
Roy

Uday Dey wrote:
> Hi Alberto,
>
> Many thanks for your quick update. But I already have the
> 3.4 version schema. I was looking for the one which was built for 3.8
> version. As it is quite a task to do it on such a short notice, I am
> looking for something readymade. It would be of great help if someone
> can share the 3.8 E-R schema structure for RT.
>
> Regards,
> Uday
>
> -Original Message-
> From: Alberto Villanueva [mailto:alberto.villanu...@altran.es]
> Sent: Friday, April 24, 2009 8:07 PM
> To: Uday Dey; rt-users@lists.bestpractical.com
> Subject: RE: [rt-users] Urgently need the E-R diagramfor RT schema for
> 3.8
>
> Hi Uday,
>
> The schema for RT 3.4: http://bestpractical.com/rt/3.4-schema.png
>
> This tells you how you can generate the schema for your version:
> http://wiki.bestpractical.com/view/DBSchema
>
>
> Best regards,
>
> ALBERTO VILLANUEVA DEL VAL
> Consultor
> 
> Altran Technologies
> ParqueEmpresarial Las Mercedes, Edificio 1
> C/ Campezo, 1. 28022 Madrid
> Tel: + 34 91 744 46 00 - Ext: 2205
> Fax: + 34 91 415 24 57
> www.altran.es
>
>
>
>
>
>
> 
>
> De: rt-users-boun...@lists.bestpractical.com
> [mailto:rt-users-boun...@lists.bestpractical.com] En nombre de
> Uday Dey
> Enviado el: viernes, 24 de abril de 2009 16:31
> Para: rt-users@lists.bestpractical.com
> Asunto: [rt-users] Urgently need the E-R diagramfor RT
> schema for 3.8
>
>
>
> Hi All,
>
>
>
>Greetings.
>
>I urgently need the E-R diagram for RT(version
> 3.8) schema structure. If someone can provide me the same ASAP,
> then it would be greatly appreciated.
>
>
>
> Regards,
>
> Uday
>
>
>
> _
> _
> DISCLAIMER:"The information contained in this message and
> the attachments (if any) may be privileged and confidential and
> protected from disclosure. You are hereby notified that any
> unauthorized use, dissemination, distribution or copying of this
> communication, review, retransmission, or taking of any action
> based upon this information, by persons or entities other than
> the intended recipient, is strictly prohibited. If you are not
> the intended recipient or an employee or agent responsible for
> delivering this message, and have received this communication in
> error, please notify us immediately by replying to the message
> and kindly delete the original message, attachments, if any, and
> all its copies from your computer system. Thank you for your
> cooperation."
>
> _
> ___
>
>
>
>
>

__
> DISCLAIMER:"The information contained in this message and the
attachments (if any) may be privileged and confidential and protected
from disclosure. You are hereby notified that any unauthorized use,
dissemination, distribution or copying of this communication, review,
retransmission, or taking of any action based upon this information, by
persons or entities other than the intended recipient, is strictly
prohibited. If you are not the intended recipient or an employee or
agent responsible for delivering this message, and have received this
communication in error, please notify us immediately by replying to the
message and kindly delete the original message, attachments, if any, and
all its copies from your computer system. Thank you for your
cooperation."
>


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>
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>   

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Re: [rt-users] Reqest Tracker CentOS 5.3 setup

[jmoseley]

First and foremost, please email your requests for assistance to the
mailing list.  With that said, the main installation guide is Unix-generic,
but if you know enough about your particular OS, you shouldn't have too
many problems.  Cent OS/RHEL (and other) guides do exist in the official RT
setup wiki (http://wiki.bestpractical.com/view/InstallationGuides), but
they quickly become a bit outdated because package names change, versions
change, etc, and some refer to third-party yum repos to install RT-required
software and even RT itself.

The obvious questions are what have you installed thus far and where are
you encountering problems?

I would say RT installation falls into four basic steps:

1. Installing necessary software that RT requires (perl, perl modules,
database software (both client and server), webserver, perl interpreter,
etc)
2. Installing RT (this is the point where most perl modules will be
installed)
3. Setting up RT database
4. Configuring RT (RT_SiteConfig.pm), webserver, and mail environment

I'll go ahead and start with numbers one and two above using Mysql, Apache,
and FastCGI.  In this example, RT itself will be installed from source,
supporting software will be installed via standard CentOS yum repositories,
and most perl modules via CPAN.  It's further assumed that Mysql will be
running on the same server as RT (I prefer separate servers as perfomance
will be better with a dedicated mysql server with fast disks and lots of
memory, preferably a 64-bit system to better take advantage of memory).
Perhaps you've already completed these steps:

1. Install the following via yum:

httpd, perl, mysql, mysql-server, mod_fcgid, ncftp

a) create entry in /etc/group for rt group: rt:x:501:apache

b) disable Selinux in /etc/selinux/config:

SELINUX=disabled

c) then execute the following from  a shell prompt: echo 0 >
/selinux/enforce

This way you don't have to reboot the box...  If for some reason this
doesn't work, simply reboot...

2. Download RT source; unzip, untar it, rename to 'rt-3.8.2.src'

a) CD into your source directory and then run the following command (you
can choose to install RT in any directory you want, of course):

./configure --prefix=/opt/rt3.8.2 --with-web-user=apache
--with-web-group=apache --with-mysql --with-web-handler=fastcgi

b) make testdeps

This will list all the perl modules you need to install

c) make fixdeps

This will automatically try to install all the required perl modules by
invoking CPAN.  If you haven't already invoked the CPAN shell environment,
there will be a set of setup questions CPAN will ask you.  There is a
strong possibly that 'make fixdeps' won't get all required modules
installed.  In this case, you will have to run 'cpan' from a shell prompt
and install one perl module at a time.  Be advised that many of the
required perl modules have dependencies, so the CPAN installer will attempt
to install those as well.  As a last resort if run into problems with CPAN,
you can install quite a few of the required perl modules from yum.  Look at
the wiki refereneced above for RHEL/Cent OS examples of what perl modules
are generally available via yum.  Keep performing 'make testdeps' to ensure
all perl modules have been installed.  When they have been:

d) make install

e) ln -s /opt/rt3.8.2 /opt/rt3

I do the following to keep upgrades sane.  For example, when I upgrade to
say, RT 3.8.3, it will be installed in /opt/rt3.8.3 and I will then delete
the existing /opt/rt3 soft link and repoint it at the new installation.
This way, I can install a new version of RT without upgrading/blowing away
the live version, which also means I can fall back to the previous version
if the new version doesn't work for some reason.

Hope this helps!

If you get passed this, then I will continue with the other steps.  I'll
then add to the RT wiki...



James Moseley




Grant Deters  wrote:

Hello,

I was wondering if you had any good guides to installing RT on CentOS 5.3.
I have been unsuccessful in my first attempt as the guides for it on their
website where hard for me to follow as they don't provide one specifically
for this OS.

Any help would be greatly appreciated.

Thanks


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Re: [rt-users] rt3 performance problem when updating a ticket

[Raed El-Hames]

Oleg;

You need to bare in mind that
Set($SendmailArguments, "-ODeliveryMode=q" );
puts the message in a mail queue, you need to check the frequency of how 
often your mta process its queue

btw, you are using sendmail ?? because  the above line wont work if you 
are using exim, you need  :
Set($SendmailArguments, "-odq" );

Regards;

*Roy El-hames *

ISP Systems

 

*Vialtus Solutions*

*(formerly Pipex Business)*

 

Direct Dial: +44(0) 208 587 6181

E-mail: r...@vialtus.com 

 

Visit us on:

www.vialtus.com 

 

This email is subject to:

http://www.vialtus.com/disclaimer.html

 

 



Oleg Sladkoff wrote:
> Hello
>
> slight problem, RT doesn't send any mail since I updated the 
> configuration (nothing in rt's logs )
>
> any help appreciated !
>
> Oleg.
>
>
> On Thu, 2009-04-23 at 09:49 +0100, Oleg Sladkoff wrote:
>> Hi Ruslan
>> thanks for your feedback :)
>>
>> after making a few tests it appears that the gap appears whenever 
>> someone is in CC on the ticket (*/This message will be sent to.../*)
>>
>> On mysql side I do not see any slow query (time >1) and I see no 
>> process (show process list).
>>
>> after following sendmailtips my problem was fixed :)
>>
>> in RT_SiteConfig.pm :
>> Set($SendmailArguments, "-ODeliveryMode=q" );
>>
>> thanks for your help !
>>
>>
>> best regards,
>> Oleg.
>>
>>
>> On Wed, 2009-04-22 at 22:32 +0100, Ruslan Zakirov wrote:
>>> Check out RT logs and look at timings. It may help you spot big gaps
>>> and localize problem.
>>>
>>> It can be sendmail or whatever you use as MTA:
>>> http://wiki.bestpractical.com/view/SendmailTips
>>>
>>> What have you done to make sure it's not mysql?
>>>
>>> On Wed, Apr 22, 2009 at 7:40 PM, Oleg Sladkoff >> > wrote:
>>> > Hi
>>> >
>>> > Since a few weeks it takes about 10 seconds whenever I update any
>>> > ticket .
>>> > Looking at mysql I don't see any activity.
>>> >
>>> > Any idea where the problem could come from ?
>>> >
>>> > --
>>> > Oleg Sladkoff
>>> > KELKOO - Service Architect
>>> > oleg.sladk...@kelkoo.com 
>>> > Yahoo messenger : Kelkoooleg
>>> > tel : +33 (0)476848147
>>> > gsm : +33(0)675768532
>>> >
>>> > ___
>>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>> >
>>> > Community help: http://wiki.bestpractical.com
>>> > Commercial support: sa...@bestpractical.com 
>>> > 
>>> >
>>> >
>>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> > Buy a copy at http://rtbook.bestpractical.com
>>> >
>>>
>>>
>>>
>>>   
>> -- 
>> Oleg Sladkoff   
>> KELKOO - Service Architect
>> oleg.sladk...@kelkoo.com 
>> Yahoo messenger : Kelkoooleg
>> tel : +33 (0)476848147 
>> gsm : +33(0)675768532
>>   
>>
> -- 
> Oleg Sladkoff   
> KELKOO - Service Architect
> oleg.sladk...@kelkoo.com 
> Yahoo messenger : Kelkoooleg
> tel : +33 (0)476848147 
> gsm : +33(0)675768532
> 
>
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[rt-users] Query Builder very slow after system update

[Liviu Costea]

Hello,

We recently updated our RT3 server ( RT 3.8.1 , around 20 tickets) from Red 
Hat Enterprise Linux 5.1 to 5.3 (yum update). The new MySQL installed version 
is 5.0.45.

Since the upgrade RT3 is working normally except Query Builder ( 
http:///rt3/Search/Build.html
 ) which is very slow. I identified the query that's taking too long:

mysql> 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') AND 
(Groups_3.Domain =   'RT::Queue-Role') AND ((ACL_4.ObjectType = 'RT::Queue') OR 
  (ACL_4.ObjectType = 'RT::System'))  ORDER BY main.Name ASC;
Empty set (2 min 57.79 sec)


Additional info:

mysql> EXPLAIN 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') AND 
(Groups_3.Domain =   'RT::Queue-Role') AND ((ACL_4.ObjectType = 'RT::Queue') OR 
  (ACL_4.ObjectType = 'RT::System'))  ORDER BY main.Name ASC;
++-+--+++-+-+--+--+--+
| id | select_type | table| type   | possible_keys  
| key | key_len | ref  | rows | 
Extra|
++-+--+++-+-+--+--+--+
|  1 | SIMPLE  | main | range  | PRIMARY
| PRIMARY | 4   | NULL |   21 | 
Using where; Using temporary; Using filesort |
|  1 | SIMPLE  | Principals_1 | eq_ref | PRIMARY
| PRIMARY | 4   | rt3.main.id  |1 | 
Using where; Distinct|
|  1 | SIMPLE  | CachedGroupMembers_2 | ref| 
DisGrouMem,CachedGroupMembers3 | CachedGroupMembers3 | 5   | 
rt3.Principals_1.id  |1 | Using where; Distinct 
   |
|  1 | SIMPLE  | ACL_4| range  | ACL1   
| ACL1| 54  | NULL |   36 | 
Using where; Using index; Distinct   |
|  1 | SIMPLE  | Groups_3 | eq_ref | PRIMARY,Groups1,Groups2
| PRIMARY | 4   | rt3.CachedGroupMembers_2.GroupId |1 | 
Using where; Distinct|
++-+--+++-+-+--+--+--+
5 rows in set (0.04 sec)

mysql> select count(*) from CachedGroupMembers;
+--+
| count(*) |
+--+
|  1382038 |
+--+
1 row in set (2.56 sec)

mysql> show indexes from CachedGroupMembers;
+++-+--+---+---+-+--++--++-+
| Table  | Non_unique | Key_name| Seq_in_index | 
Column_name   | Collation | Cardinality | Sub_part | Packed | Null | 
Index_type | Comment |
+++-+--+---+---+-+--++--++-+
| CachedGroupMembers |  0 | PRIMARY |1 | id 
   | A | 2138547 | NULL | NULL   |  | BTREE  |  
   |
| CachedGroupMembers |  1 | DisGrouMem  |1 | 
GroupId   | A | 2138547 | NULL | NULL   | YES  | BTREE  
| |
| CachedGroupMembers |  1 | DisGrouMem  |2 | 
MemberId  | A | 2138547 | NULL | NULL   | YES  | BTREE  
| |
| CachedGroupMembers |  1 | DisGrouMem  |3 | 
Disabled  | A | 2138547 | NULL | NULL   |  | 

Re: [rt-users] Urgently need the E-R diagramfor RT schema for 3.8

[Uday Dey]

Hi Alberto,

Many thanks for your quick update. But I already have the
3.4 version schema. I was looking for the one which was built for 3.8
version. As it is quite a task to do it on such a short notice, I am
looking for something readymade. It would be of great help if someone
can share the 3.8 E-R schema structure for RT.

Regards,
Uday

-Original Message-
From: Alberto Villanueva [mailto:alberto.villanu...@altran.es] 
Sent: Friday, April 24, 2009 8:07 PM
To: Uday Dey; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Urgently need the E-R diagramfor RT schema for
3.8

Hi Uday,

The schema for RT 3.4: http://bestpractical.com/rt/3.4-schema.png

This tells you how you can generate the schema for your version:
http://wiki.bestpractical.com/view/DBSchema
 

Best regards,

ALBERTO VILLANUEVA DEL VAL
Consultor

Altran Technologies
ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel: + 34 91 744 46 00 - Ext: 2205
Fax: + 34 91 415 24 57
www.altran.es



 




De: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] En nombre de
Uday Dey
Enviado el: viernes, 24 de abril de 2009 16:31
Para: rt-users@lists.bestpractical.com
Asunto: [rt-users] Urgently need the E-R diagramfor RT
schema for 3.8



Hi All,

 

   Greetings. 

   I urgently need the E-R diagram for RT(version
3.8) schema structure. If someone can provide me the same ASAP,
then it would be greatly appreciated.

 

Regards,

Uday



_
_
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[rt-users] Query Builder very slow after system update

[Liviu Costea]

Hello,

We recently updated our RT3 server ( RT 3.8.1 , around 20 tickets) from Red 
Hat Enterprise Linux 5.1 to 5.3 (yum update). The new MySQL installed version 
is 5.0.45.

Since the upgrade RT3 is working normally except Query Builder ( 
http:///rt3/Search/Build.html
 ) which is very slow. I identified the query that's taking too long:

mysql> 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') AND 
(Groups_3.Domain =   'RT::Queue-Role') AND ((ACL_4.ObjectType = 'RT::Queue') OR 
  (ACL_4.ObjectType = 'RT::System'))  ORDER BY main.Name ASC;
Empty set (2 min 57.79 sec)


Additional info:

mysql> EXPLAIN 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') AND 
(Groups_3.Domain =   'RT::Queue-Role') AND ((ACL_4.ObjectType = 'RT::Queue') OR 
  (ACL_4.ObjectType = 'RT::System'))  ORDER BY main.Name ASC;
++-+--+++-+-+--+--+--+
| id | select_type | table| type   | possible_keys  
| key | key_len | ref  | rows | 
Extra|
++-+--+++-+-+--+--+--+
|  1 | SIMPLE  | main | range  | PRIMARY
| PRIMARY | 4   | NULL |   21 | 
Using where; Using temporary; Using filesort |
|  1 | SIMPLE  | Principals_1 | eq_ref | PRIMARY
| PRIMARY | 4   | rt3.main.id  |1 | 
Using where; Distinct|
|  1 | SIMPLE  | CachedGroupMembers_2 | ref| 
DisGrouMem,CachedGroupMembers3 | CachedGroupMembers3 | 5   | 
rt3.Principals_1.id  |1 | Using where; Distinct 
   |
|  1 | SIMPLE  | ACL_4| range  | ACL1   
| ACL1| 54  | NULL |   36 | 
Using where; Using index; Distinct   |
|  1 | SIMPLE  | Groups_3 | eq_ref | PRIMARY,Groups1,Groups2
| PRIMARY | 4   | rt3.CachedGroupMembers_2.GroupId |1 | 
Using where; Distinct|
++-+--+++-+-+--+--+--+
5 rows in set (0.04 sec)

mysql> select count(*) from CachedGroupMembers;
+--+
| count(*) |
+--+
|  1382038 |
+--+
1 row in set (2.56 sec)

mysql> show indexes from CachedGroupMembers;
+++-+--+---+---+-+--++--++-+
| Table  | Non_unique | Key_name| Seq_in_index | 
Column_name   | Collation | Cardinality | Sub_part | Packed | Null | 
Index_type | Comment |
+++-+--+---+---+-+--++--++-+
| CachedGroupMembers |  0 | PRIMARY |1 | id 
   | A | 2138547 | NULL | NULL   |  | BTREE  |  
   |
| CachedGroupMembers |  1 | DisGrouMem  |1 | 
GroupId   | A | 2138547 | NULL | NULL   | YES  | BTREE  
| |
| CachedGroupMembers |  1 | DisGrouMem  |2 | 
MemberId  | A | 2138547 | NULL | NULL   | YES  | BTREE  
| |
| CachedGroupMembers |  1 | DisGrouMem  |3 | 
Disabled  | A | 2138547 | NULL | NULL   |  | 

Re: [rt-users] Urgently need the E-R diagramfor RT schema for 3.8

[Alberto Villanueva]

Hi Uday,

The schema for RT 3.4: http://bestpractical.com/rt/3.4-schema.png

This tells you how you can generate the schema for your version:
http://wiki.bestpractical.com/view/DBSchema
 

Best regards,

ALBERTO VILLANUEVA DEL VAL
Consultor

Altran Technologies
ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel: + 34 91 744 46 00 - Ext: 2205
Fax: + 34 91 415 24 57
www.altran.es



 




De: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] En nombre de
Uday Dey
Enviado el: viernes, 24 de abril de 2009 16:31
Para: rt-users@lists.bestpractical.com
Asunto: [rt-users] Urgently need the E-R diagramfor RT
schema for 3.8



Hi All,

 

   Greetings. 

   I urgently need the E-R diagram for RT(version
3.8) schema structure. If someone can provide me the same ASAP,
then it would be greatly appreciated.

 

Regards,

Uday



_
_
DISCLAIMER:"The information contained in this message and
the attachments (if any) may be privileged and confidential and
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unauthorized use, dissemination, distribution or copying of this
communication, review, retransmission, or taking of any action
based upon this information, by persons or entities other than
the intended recipient, is strictly prohibited. If you are not
the intended recipient or an employee or agent responsible for
delivering this message, and have received this communication in
error, please notify us immediately by replying to the message
and kindly delete the original message, attachments, if any, and
all its copies from your computer system. Thank you for your
cooperation." 

_
___



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[rt-users] Urgently need the E-R diagramfor RT schema for 3.8

[Uday Dey]

Hi All,

 

   Greetings. 

   I urgently need the E-R diagram for RT(version 3.8) schema
structure. If someone can provide me the same ASAP, then it would be
greatly appreciated.

 

Regards,

Uday


__
DISCLAIMER:"The information contained in this message and the attachments (if 
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based upon this information, by persons or entities other than the intended 
recipient, is strictly prohibited. If you are not the intended recipient or an 
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this communication in error, please notify us immediately by replying to the 
message and kindly delete the original message, attachments, if any, and all 
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[rt-users] alerting images in dasboards

[Николаев Александр]

Dear all, do you have any idea about putting some images in dashboard?
I just want to put there some kind of notifiers.
For example, i have a dashboard on my RT-at-glance with a list of tickets.
Can i somehow put there small "graphic" notifier about, for example 
ticket overdue?
I tried to put some html code in Edit Query -> Advanced -> Format
(text area by default contains something like :

'   __id__/TITLE:#',
'__Subject__/TITLE:Subject',
'__QueueName__', etc

but RT seems to delete html tags like .

Can you please give me a hint?
Or maybe anybody knows a list of different tags like /TITLE, etc?

Thank you in advance.

Regards, Alex.
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Re: [rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config

[Simon Dray]

Ruslan

Not sure whats going on just did a fresh install on my test rig with blank 
config all works now so will work it out from here. Many thanks for taking the 
time to have a look.


Regards Simon

-Original Message-
From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com]
Sent: 24 April 2009 13:33
To: Simon Dray
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Help needed Problems with RT::SLA (Newbie alert) setup 
and config

1) you should delete RT:: prefix from 3.8 config, Set( $RT::XXX, ...
); should be Set( $XXX, ... );

2) Have you applied SLA Custom Field? I think you skipped "make
initdb" step and created CF manually. This is fine, but you must apply
this CF globally or to a queue.


On Fri, Apr 24, 2009 at 4:05 PM, Simon Dray  wrote:
> Hi
>
>
>
> We are running 3.8.2 with SLA version 2
>
>
>
> I have added the RT::SLA and configured it in the RT_Siteconfig
>
>
>
> I have create a custom field which applies the SLA to Tickets and enabled it
> in the Global for Tickets,
>
>
>
> My config looks like this
>
>
>
> # SLA config
>
> Set( %RT::ServiceBusinessHours, (
>
> 0 => { Name => 'Sunday',Start => 'undef', End => 'undef' },
>
> 1 => { Name => 'Monday', Start => '09:00', End => '17:00' },
>
> 2 => { Name => 'Tuesday', Start => '09:00', End => '17:00' },
>
> 3 => { Name => 'Wednesday', Start => '09:00', End => '17:00' },
>
> 4 => { Name => 'Thursday', Start => '09:00', End => '17:00' },
>
> 5 => { Name => 'Friday', Start => '09:00', End => '17:00' },
>
> 6 => { Name => 'Saturday', Start => 'undef', End => 'undef' },
>
> holidays => [qw(2009-02-16 2009-03-23 2009-03-24 2009-05-04 2009-12-28
> 2009-12-29)],
>
> ));
>
>
>
> Set( %RT::ServiceAgreements, (
>
> Default => 'Info',
>
> QueueDefault => {
>
> 'General' => 'Critical',
>
> },
>
>
>
> Levels => {
>
> 'Critical' => { Response => { BusinessMinutes => 10 } },
>
> 'Major' => { Response => { BusinessMinutes => 60*8*20 } },
>
> 'Minor' => { Response=> { BusinessMinutes => 60*8*30 } },
>
> 'Info' => { Repsonse=> { BusinessMinutes => 60*8*30 } },
>
> '24/7' => {
>
> StartImediately => 1,
>
> Response => { RealMinutes => 30 },
>
> },
>
>
>
> },
>
> )
>
> );
>
>
>
> My Customer filed currently looks like this
>
>
>
> Values
>
>
>
> Sort
>
> Name
>
> Description
>
> Category
>
> (Check box to delete)
>
>
>
>
>
> When I create a ticket neither time nor date is set as would be expected
>
>
>
> In /var/log/messages I see
>
>
>
> Apr 24 10:29:44 petul RT: SLA scrip applied to a queue that has no SLA CF
> (/opt/rt3/bin/../local/lib/RT/Action/SLA_SetDefault.pm:33)
>
> Apr 24 10:29:44 petul RT: Ticket 2 created in queue 'General' by root
> (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659)
>
>
>
>
>
> I have no clue as to what I have missed, do I have to create templates or
> should it work out of the box, does anyone have sample templates / scrips
> etc for SLA I can crib from.
>
>
>
> Any help would be much appreciated as I need to get this working ASAP.
>
>
>
>
>
> Best regards Simon
>
> ___
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>
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>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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>



--
Best regards, Ruslan.
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Re: [rt-users] rt3 performance problem when updating a ticket

[Kenneth Marshall]

Oleg,

You need to check your mail system, the problem is not with
RT but there. That is why the performance improved when you
selected "queue mail mode" in the sendmail arguments.

Good luck,
Ken

On Fri, Apr 24, 2009 at 03:34:21PM +0200, Oleg Sladkoff wrote:
> Hello
> 
> slight problem, RT doesn't send any mail since I updated the
> configuration (nothing in rt's logs )
> 
> any help appreciated !
> 
> Oleg.
> 
> 
> On Thu, 2009-04-23 at 09:49 +0100, Oleg Sladkoff wrote:
> 
> > Hi Ruslan 
> > thanks for your feedback :)
> > 
> > after making a few tests it appears that the gap appears whenever
> > someone is in CC on the ticket (This message will be sent to...)
> > 
> > On mysql side I do not see any slow query (time >1) and I see no
> > process (show process list).
> > 
> > after following sendmailtips my problem was fixed :)
> > 
> > in RT_SiteConfig.pm :
> > Set($SendmailArguments, "-ODeliveryMode=q" );
> > 
> > thanks for your help !
> > 
> > 
> > best regards,
> > Oleg.
> > 
> > 
> > On Wed, 2009-04-22 at 22:32 +0100, Ruslan Zakirov wrote: 
> > 
> > > Check out RT logs and look at timings. It may help you spot big gaps
> > > and localize problem.
> > > 
> > > It can be sendmail or whatever you use as MTA:
> > > http://wiki.bestpractical.com/view/SendmailTips
> > > 
> > > What have you done to make sure it's not mysql?
> > > 
> > > On Wed, Apr 22, 2009 at 7:40 PM, Oleg Sladkoff  
> > > wrote:
> > > > Hi
> > > >
> > > > Since a few weeks it takes about 10 seconds whenever I update any
> > > > ticket .
> > > > Looking at mysql I don't see any activity.
> > > >
> > > > Any idea where the problem could come from ?
> > > >
> > > > --
> > > > Oleg Sladkoff
> > > > KELKOO - Service Architect
> > > > oleg.sladk...@kelkoo.com
> > > > Yahoo messenger : Kelkoooleg
> > > > tel : +33 (0)476848147
> > > > gsm : +33(0)675768532
> > > >
> > > > ___
> > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > > >
> > > > Community help: http://wiki.bestpractical.com
> > > > Commercial support: sa...@bestpractical.com
> > > >
> > > >
> > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > > > Buy a copy at http://rtbook.bestpractical.com
> > > >
> > > 
> > > 
> > > 
> > 
> > -- 
> > Oleg Sladkoff   
> > KELKOO - Service Architect
> > oleg.sladk...@kelkoo.com
> > Yahoo messenger : Kelkoooleg
> > tel : +33 (0)476848147 
> > gsm : +33(0)675768532
> 
> -- 
> Oleg Sladkoff   
> KELKOO - Service Architect
> oleg.sladk...@kelkoo.com
> Yahoo messenger : Kelkoooleg
> tel : +33 (0)476848147 
> gsm : +33(0)675768532

> ___
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> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sa...@bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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Re: [rt-users] Showing a requestor all his tickets

[Drew Barnes]

Jean-Christophe Boggio wrote:
> Hello,
>
> We have about 20 specialized queues and one "initial" queue (where all
> new tickets go). When someone takes the tickets, he will move it to
> another queue.
>
> We want the requestor to log in to the interface and see the status of
> all his tickets, whichever queue they are in. And we'd like it on the
> main page something like "My tickets" but for requestors instead of owners.
>   
For the normal UI, we use http://wiki.bestpractical.com/view/TicketsPerQueue
For SelfService you could use 
http://wiki.bestpractical.com/view/ViewMyRequests
> Is this possible and how ? I've tried different ACL combinations but
> nothing usable.
>
> Thanks for your help.
>
>
>   

-- 
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati

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Re: [rt-users] rt3 performance problem when updating a ticket

[Oleg Sladkoff]

Hello

slight problem, RT doesn't send any mail since I updated the
configuration (nothing in rt's logs )

any help appreciated !

Oleg.


On Thu, 2009-04-23 at 09:49 +0100, Oleg Sladkoff wrote:

> Hi Ruslan 
> thanks for your feedback :)
> 
> after making a few tests it appears that the gap appears whenever
> someone is in CC on the ticket (This message will be sent to...)
> 
> On mysql side I do not see any slow query (time >1) and I see no
> process (show process list).
> 
> after following sendmailtips my problem was fixed :)
> 
> in RT_SiteConfig.pm :
> Set($SendmailArguments, "-ODeliveryMode=q" );
> 
> thanks for your help !
> 
> 
> best regards,
> Oleg.
> 
> 
> On Wed, 2009-04-22 at 22:32 +0100, Ruslan Zakirov wrote: 
> 
> > Check out RT logs and look at timings. It may help you spot big gaps
> > and localize problem.
> > 
> > It can be sendmail or whatever you use as MTA:
> > http://wiki.bestpractical.com/view/SendmailTips
> > 
> > What have you done to make sure it's not mysql?
> > 
> > On Wed, Apr 22, 2009 at 7:40 PM, Oleg Sladkoff  
> > wrote:
> > > Hi
> > >
> > > Since a few weeks it takes about 10 seconds whenever I update any
> > > ticket .
> > > Looking at mysql I don't see any activity.
> > >
> > > Any idea where the problem could come from ?
> > >
> > > --
> > > Oleg Sladkoff
> > > KELKOO - Service Architect
> > > oleg.sladk...@kelkoo.com
> > > Yahoo messenger : Kelkoooleg
> > > tel : +33 (0)476848147
> > > gsm : +33(0)675768532
> > >
> > > ___
> > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > >
> > > Community help: http://wiki.bestpractical.com
> > > Commercial support: sa...@bestpractical.com
> > >
> > >
> > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > > Buy a copy at http://rtbook.bestpractical.com
> > >
> > 
> > 
> > 
> 
> -- 
> Oleg Sladkoff   
> KELKOO - Service Architect
> oleg.sladk...@kelkoo.com
> Yahoo messenger : Kelkoooleg
> tel : +33 (0)476848147 
> gsm : +33(0)675768532

-- 
Oleg Sladkoff   
KELKOO - Service Architect
oleg.sladk...@kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147 
gsm : +33(0)675768532
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[rt-users] Showing a requestor all his tickets

[Jean-Christophe Boggio]

Hello,

We have about 20 specialized queues and one "initial" queue (where all
new tickets go). When someone takes the tickets, he will move it to
another queue.

We want the requestor to log in to the interface and see the status of
all his tickets, whichever queue they are in. And we'd like it on the
main page something like "My tickets" but for requestors instead of owners.

Is this possible and how ? I've tried different ACL combinations but
nothing usable.

Thanks for your help.


-- 
Jean-Christophe Boggio
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Re: [rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config

[Simon Dray]

Ruslan Hi

Thanks for answering, please see comments below apologies if I am being dense 
this is all very new to me.

-Original Message-
From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com]
Sent: 24 April 2009 13:33
To: Simon Dray
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Help needed Problems with RT::SLA (Newbie alert) setup 
and config

1) you should delete RT:: prefix from 3.8 config, Set( $RT::XXX, ...
); should be Set( $XXX, ... );

>>I have tried both with and without prior to yelling for help

2) Have you applied SLA Custom Field? I think you skipped "make
initdb" step and created CF manually. This is fine, but you must apply
this CF globally or to a queue.

>>I ran the make initdb during the install phase or just after, I have also 
applied the SLA CF globally to Tickets.

>>When I opened the SLA CF it was empty with no values defined. So I defined 
one as follows Sort=0 Name=Critical Description=Blah Category=""

>>When I raise a ticket the Custom field shows up and I can set Critical but 
when I Create the ticket the start date etc are not set.

>> One other thing I made the presumption that the Name in the Cf should match 
>> the Name in RT_Siteconfig definition, I could not see any other way to make 
>> an association between them


Regards Simon



On Fri, Apr 24, 2009 at 4:05 PM, Simon Dray  wrote:
> Hi
>
>
>
> We are running 3.8.2 with SLA version 2
>
>
>
> I have added the RT::SLA and configured it in the RT_Siteconfig
>
>
>
> I have create a custom field which applies the SLA to Tickets and enabled it
> in the Global for Tickets,
>
>
>
> My config looks like this
>
>
>
> # SLA config
>
> Set( %RT::ServiceBusinessHours, (
>
> 0 => { Name => 'Sunday',Start => 'undef', End => 'undef' },
>
> 1 => { Name => 'Monday', Start => '09:00', End => '17:00' },
>
> 2 => { Name => 'Tuesday', Start => '09:00', End => '17:00' },
>
> 3 => { Name => 'Wednesday', Start => '09:00', End => '17:00' },
>
> 4 => { Name => 'Thursday', Start => '09:00', End => '17:00' },
>
> 5 => { Name => 'Friday', Start => '09:00', End => '17:00' },
>
> 6 => { Name => 'Saturday', Start => 'undef', End => 'undef' },
>
> holidays => [qw(2009-02-16 2009-03-23 2009-03-24 2009-05-04 2009-12-28
> 2009-12-29)],
>
> ));
>
>
>
> Set( %RT::ServiceAgreements, (
>
> Default => 'Info',
>
> QueueDefault => {
>
> 'General' => 'Critical',
>
> },
>
>
>
> Levels => {
>
> 'Critical' => { Response => { BusinessMinutes => 10 } },
>
> 'Major' => { Response => { BusinessMinutes => 60*8*20 } },
>
> 'Minor' => { Response=> { BusinessMinutes => 60*8*30 } },
>
> 'Info' => { Repsonse=> { BusinessMinutes => 60*8*30 } },
>
> '24/7' => {
>
> StartImediately => 1,
>
> Response => { RealMinutes => 30 },
>
> },
>
>
>
> },
>
> )
>
> );
>
>
>
> My Customer filed currently looks like this
>
>
>
> Values
>
>
>
> Sort
>
> Name
>
> Description
>
> Category
>
> (Check box to delete)
>
>
>
>
>
> When I create a ticket neither time nor date is set as would be expected
>
>
>
> In /var/log/messages I see
>
>
>
> Apr 24 10:29:44 petul RT: SLA scrip applied to a queue that has no SLA CF
> (/opt/rt3/bin/../local/lib/RT/Action/SLA_SetDefault.pm:33)
>
> Apr 24 10:29:44 petul RT: Ticket 2 created in queue 'General' by root
> (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659)
>
>
>
>
>
> I have no clue as to what I have missed, do I have to create templates or
> should it work out of the box, does anyone have sample templates / scrips
> etc for SLA I can crib from.
>
>
>
> Any help would be much appreciated as I need to get this working ASAP.
>
>
>
>
>
> Best regards Simon
>
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sa...@bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



--
Best regards, Ruslan.
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[rt-users] RT Evaluation with Oracle database

[Thiruselvam V]

Hello Folks,

I am trying to evaluate RT with Oracle 10g database.

here is what I h'v done so far,

1)downloaded rt-3.8.2 s/w
2)created user as per README.Oracle
3)ran ./configure command as per REAME.Oracle
4)Upon completing ./configure , ran make testdeps
5)failed for few, then ran make testdeps again
6)there were few failures..
7)ran make fixdeps several times

here the details, I have already 10g database and apache installed in
one home. Configure detects all these.

what are the other steps involved to invoke this application?  Does
any one have details step to do this?

thanks
Thiru
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Re: [rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config

[Ruslan Zakirov]

1) you should delete RT:: prefix from 3.8 config, Set( $RT::XXX, ...
); should be Set( $XXX, ... );

2) Have you applied SLA Custom Field? I think you skipped "make
initdb" step and created CF manually. This is fine, but you must apply
this CF globally or to a queue.


On Fri, Apr 24, 2009 at 4:05 PM, Simon Dray  wrote:
> Hi
>
>
>
> We are running 3.8.2 with SLA version 2
>
>
>
> I have added the RT::SLA and configured it in the RT_Siteconfig
>
>
>
> I have create a custom field which applies the SLA to Tickets and enabled it
> in the Global for Tickets,
>
>
>
> My config looks like this
>
>
>
> # SLA config
>
> Set( %RT::ServiceBusinessHours, (
>
> 0 => { Name => 'Sunday',Start => 'undef', End => 'undef' },
>
> 1 => { Name => 'Monday', Start => '09:00', End => '17:00' },
>
> 2 => { Name => 'Tuesday', Start => '09:00', End => '17:00' },
>
> 3 => { Name => 'Wednesday', Start => '09:00', End => '17:00' },
>
> 4 => { Name => 'Thursday', Start => '09:00', End => '17:00' },
>
> 5 => { Name => 'Friday', Start => '09:00', End => '17:00' },
>
> 6 => { Name => 'Saturday', Start => 'undef', End => 'undef' },
>
> holidays => [qw(2009-02-16 2009-03-23 2009-03-24 2009-05-04 2009-12-28
> 2009-12-29)],
>
> ));
>
>
>
> Set( %RT::ServiceAgreements, (
>
> Default => 'Info',
>
> QueueDefault => {
>
>     'General' => 'Critical',
>
>     },
>
>
>
>     Levels => {
>
>     'Critical' => { Response => { BusinessMinutes => 10 } },
>
>     'Major' => { Response => { BusinessMinutes => 60*8*20 } },
>
>     'Minor' => { Response=> { BusinessMinutes => 60*8*30 } },
>
>     'Info' => { Repsonse=> { BusinessMinutes => 60*8*30 } },
>
>     '24/7' => {
>
>     StartImediately => 1,
>
>     Response => { RealMinutes => 30 },
>
>     },
>
>
>
>     },
>
>     )
>
> );
>
>
>
> My Customer filed currently looks like this
>
>
>
> Values
>
>
>
> Sort
>
> Name
>
> Description
>
> Category
>
> (Check box to delete)
>
>
>
>
>
> When I create a ticket neither time nor date is set as would be expected
>
>
>
> In /var/log/messages I see
>
>
>
> Apr 24 10:29:44 petul RT: SLA scrip applied to a queue that has no SLA CF
> (/opt/rt3/bin/../local/lib/RT/Action/SLA_SetDefault.pm:33)
>
> Apr 24 10:29:44 petul RT: Ticket 2 created in queue 'General' by root
> (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659)
>
>
>
>
>
> I have no clue as to what I have missed, do I have to create templates or
> should it work out of the box, does anyone have sample templates / scrips
> etc for SLA I can crib from.
>
>
>
> Any help would be much appreciated as I need to get this working ASAP.
>
>
>
>
>
> Best regards Simon
>
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sa...@bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.
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[rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config

[Simon Dray]

Hi

We are running 3.8.2 with SLA version 2

I have added the RT::SLA and configured it in the RT_Siteconfig

I have create a custom field which applies the SLA to Tickets and enabled it in 
the Global for Tickets,

My config looks like this

# SLA config
Set( %RT::ServiceBusinessHours, (
0 => { Name => 'Sunday',Start => 'undef', End => 'undef' },
1 => { Name => 'Monday', Start => '09:00', End => '17:00' },
2 => { Name => 'Tuesday', Start => '09:00', End => '17:00' },
3 => { Name => 'Wednesday', Start => '09:00', End => '17:00' },
4 => { Name => 'Thursday', Start => '09:00', End => '17:00' },
5 => { Name => 'Friday', Start => '09:00', End => '17:00' },
6 => { Name => 'Saturday', Start => 'undef', End => 'undef' },
holidays => [qw(2009-02-16 2009-03-23 2009-03-24 2009-05-04 2009-12-28 
2009-12-29)],
));

Set( %RT::ServiceAgreements, (
Default => 'Info',
QueueDefault => {
'General' => 'Critical',
},

Levels => {
'Critical' => { Response => { BusinessMinutes => 10 } },
'Major' => { Response => { BusinessMinutes => 60*8*20 } },
'Minor' => { Response=> { BusinessMinutes => 60*8*30 } },
'Info' => { Repsonse=> { BusinessMinutes => 60*8*30 } },
'24/7' => {
StartImediately => 1,
Response => { RealMinutes => 30 },
},

},
)
);

My Customer filed currently looks like this

Values


Sort

Name

Description

Category






(Check box to delete)


When I create a ticket neither time nor date is set as would be expected

In /var/log/messages I see

Apr 24 10:29:44 petul RT: SLA scrip applied to a queue that has no SLA CF 
(/opt/rt3/bin/../local/lib/RT/Action/SLA_SetDefault.pm:33)
Apr 24 10:29:44 petul RT: Ticket 2 created in queue 'General' by root 
(/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659)


I have no clue as to what I have missed, do I have to create templates or 
should it work out of the box, does anyone have sample templates / scrips etc 
for SLA I can crib from.

Any help would be much appreciated as I need to get this working ASAP.


Best regards Simon
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Re: [rt-users] sessions table is lost after a system crash

[Ruslan Zakirov]

On Fri, Apr 24, 2009 at 1:23 AM, Tim Cutts  wrote:
>
> On 23 Apr 2009, at 6:54 pm, Tom Lahti wrote:
>
>> Kenneth Marshall wrote:
>>> Tim,
>>>
>>> I am curious. Are you using InnoDB tables or MyISAM tables?
>>> I thought that RT needed InnoDB. Does it have a problem with
>>> system crashes and recovery with InnoDB?
>>>
>>> Just wondering.
>>> Ken
>>
>> I was just about to say the same thing when this came in.  I think
>> you want
>> InnoDB tables, not MyISAM.  In particular, large tables like the
>> attachment
>> table will have problems, and frequently updated tables like the
>> session
>> table will have crash recovery issues.  The crash recovery in the
>> InnoDB
>> backend is more robust, as is the indexing methodology.
>
> Preaching to the choir.  In a default RT installation on MySQL, all
> the tables are InnoDB *except* for the sessions table.  I don't know
> why that particular table is MyISAM, and I don't know whether there
> would be any consequences of converting it.

No consequences, it's just legacy.

>
> Tim
>
>
> --
>  The Wellcome Trust Sanger Institute is operated by Genome Research
>  Limited, a charity registered in England with number 1021457 and a
>  company registered in England with number 2742969, whose registered
>  office is 215 Euston Road, London, NW1 2BE.
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>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
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Re: [rt-users] Migration

[Javier Garcia]

Hi all,

Please find attached a short description on how I migrated our 26K
bugzilla tickets to RT.
Any comments or fixes will be welcomed.

Environment:
- OS: Debian Etch 2.6.18-6-486
- RT version: 3.8.2
- MySQL version: 5.0.32-Debian_7etch8-log

Cheers,
Javier Garcia
Systems Engineer at Snow Valley

-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Javier
Garcia
Sent: 23 April 2009 14:03
To: Keith A McDermott; Ken Crocker
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Migration

Hi,

I've finally finished the migration.

We have to test everything but I'm reasonably happy about it.
I will send an update with my code changes asap.

Cheers,
Javier 

-Original Message-
From: Keith A McDermott [mailto:kmcde...@purdue.edu] 
Sent: 23 April 2009 13:56
To: Ken Crocker
Cc: Javier Garcia; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Migration

Kenn,

I have not, however I am definitely not too good at programming - let 
alone perl (my brain is hard-coded to procedural not object-oriented 
programming). Sounds interesting though as a possible side-project as 
we're not going to be live with RT for some time.

Keith

Ken Crocker wrote:
> Kieth,
>
> Have you thought about writing a program to copy all the Bugzilla data

> into flatfiles that can then be used as input to another program that 
> uses API to create tickets, etc? We just converted an old legacy 
> ticket system into RT doing just that, comments and email included. 
> Converted 17,000 tickets. Of course, I had to take RT down and then 
> turn OFF /all/ scrips, etc (didn't need 17,00 emails going out). 
> Afterwards, I did a little bulk updating for some custom fields and 
> viola! All done. Tirn system on, Turn on scrips. ready to go.
>
>
> Kenn
> LBNL
>
> On 4/22/2009 5:48 AM, Keith A McDermott wrote:
>> I'd like to see this if it does eventually work. I gave up on
converting 
>> our bugzilla database many months ago. Although we have 12,000
bugzilla 
>> tickets, it wasn't worth the time and pain for us to try to fix the
script.
>>
>> Thanks,
>> Keith
>>
>> Javier Garcia wrote:
>>   
>>> OK. I've found out that my initialdata file is wrong. There's
nothing 
>>> on the @Groups array.
>>>
>>> I've downloaded a new initialdata file (the syntax is as follows):
>>>
>>> @Groups = (
>>>
>>> { Name => '',
>>>
>>> Type => 'Everyone', # loc
>>>
>>> Domain => 'SystemInternal',
>>>
>>> Instance => '',
>>>
>>> Description => 'Pseudogroup for internal use', # loc
>>>
>>> },
>>>
>>> But then I get a new error:
>>>
>>> Odd number of elements in hash assignment at 
>>> /opt/rt3/lib/RT/Group_Overlay.pm line 405.
>>>
>>> /opt/rt3/lib/RT/Group_Overlay.pm line 405:
>>>
>>> my %args = (
>>>
>>> Name => undef,
>>>
>>> Description => undef,
>>>
>>> Domain => undef,
>>>
>>> Type => undef,
>>>
>>> Instance => '0',
>>>
>>> InsideTransaction => undef,
>>>
>>> _RecordTransaction => 1,
>>>
>>> @_
>>>
>>> );
>>>
>>> I'm not an expert Perl developer, but I have tried modifying the 
>>> @Groups array, adding more fields or deleting others, but nothing, 
>>> same error.
>>>
>>> *From:* rt-users-boun...@lists.bestpractical.com 
>>> [mailto:rt-users-boun...@lists.bestpractical.com] *On Behalf Of 
>>> *Javier Garcia
>>> *Sent:* 21 April 2009 10:50
>>> *To:* Jo Rhett
>>> *Cc:* rt-users@lists.bestpractical.com
>>> *Subject:* Re: [rt-users] Migration
>>>
>>> Hi all,
>>>
>>> I have found the scripts here:
>>>
>>>
http://www.gossamer-threads.com/lists/rt/users/53073?do=post_view_thread
ed#53073
>>>
>>> But they are not working. After following the README I ran "sh 
>>> migrate.sh" and got the following:
>>>
>>> Could not load Everyone group on user creation. 
>>> (/opt/rt3/lib/RT/User_Overlay.pm:222)
>>>
>>> The error is on the following block:
>>>
>>> my $everyone = RT::Group->new($self->CurrentUser);
>>>
>>> $everyone->LoadSystemInternalGroup('Everyone');
>>>
>>> unless ($everyone->id) {
>>>
>>> $RT::Logger->crit("Could not load Everyone group on user
creation.");
>>>
>>> $RT::Handle->Rollback();
>>>
>>> return ( 0, $self->loc('Could not create user') );
>>>
>>> }
>>>
>>> And we are not able to solve it. There's no information about it on 
>>> the Internet. Any ideas?
>>>
>>> I have a hunch that it has to do with the relationship between the 
>>> principals, groups and ACL table.
>>>
>>> Any help would be greatly appreciated, otherwise we can continue 
>>> writing bespoke scripts to fit our needs.
>>>
>>> We are currently running RT 3.8.2 under Debian Etch.
>>>
>>> Cheers,
>>>
>>> Javier
>>>
>>> *From:* Jo Rhett [mailto:jrh...@netconsonance.com]
>>> *Sent:* 20 April 2009 17:34
>>> *To:* Javier Garcia
>>> *Cc:* rt-users@lists.bestpractical.com
>>> *Subject:* Re: [rt-users] Migration
>>>
>>> Yes. Search the mailing list archives or Google. Both of which
return 
>>> the script you need quickly.
>>>
>>> On Apr 20, 2009, at 8:59 AM, Javier Garcia wrote:
>>>
>>> We are manuall

Re: [rt-users] External Authentication

[Mike Peachey]

Thu 23 Apr 2009 21:26:12 GMT
Jeff Lucas wrote:
> I’ve configured a DEV instance of RT 3.8.2 to test AD authentication but
> am getting the following in my rt.log…
> 
> *[Thu Apr 23 19:37:58 2009] [error]: FAILED LOGIN for jeff from 10.x.x.x
> (/apps/rt-3.8.2-dev/share/html/autohandler:268)*

You need to turn on debug logging, provide the debug log output, provide
the version ExternalAuth you're using, and provide your Site_Config

> 
> I do not admin and therefore do not have access to monitor things on the
> AD side.  Is there any way I can further debug the issue via log files,
> etc. on my RT server?

I never use the AD side for debugging, it can all be done from the RT
server.

> 
> I know AD is working as I can query it using ldapsearch, however, I’m
> unsure if I’ve configured my "RT_SiteConfig.pm" correctly based on the
> working query.

Which is why you need to provide it.

> 
> My ldapsearch command uses the following flags…
> 
> -D "CN=RT User,OU=Eagle Access,DC=eagleinvsys,DC=com" -w  -b
> "OU=Eagle Access,DC=eagleinvsys,DC=com"
> 
> I’m unsure what my “base”  should be set to in RT_SiteConfig.pm since
> I’m using different settings for –D and –b.

This is an LDAP understanding issue. You need to know a little more. The
above search says that your base is "OU=Eagle
Access,DC=eagleinvsys,DC=com" and you do not have anonymous bind enabled
on your AD server suggesting that you need to specify the user "CN=RT
User,OU=Eagle Access,DC=eagleinvsys,DC=com" and the password for that
user inside your external auth config.

> 
> Also, does a user have to exist in RT (and have credentials) before the
> user can be authenticated via AD?

No. The user is automatically created inside RT when successful AD
authentication occurs.
-- 
Kind Regards,

__

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__
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