[rt-users] statistics
Hi ; Newbie in RT, I used it since 3 months for managing tickets from users only by email. It works great. But, I search to know how extract statistics such as time to resolv ticket, average number of ticket per day . Can anyone tell me if documentation exists ? Regards ; Aymeric ___ 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
Re: [rt-users] Reqest Tracker CentOS 5.3 setup
Hi , rt3 is available through EPEL repository with all dependencies... http://wiki.bestpractical.com/view/RHELorCentOSusingEPEL regards, Oleg. On Sun, 2009-04-26 at 21:49 +0100, Grant Deters wrote: > OK, got that far, has a bit of trouble with XML::RSS, however, I was > able to pull it from the web. > > jmose...@corp.xanadoo.com wrote: > > 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 they quickly become a bit outdated because package names change, versions 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 > > > > > > > > > > -
Re: [rt-users] statistics
hi, you can use Query Builder in Tickets to get those report. regards, chanty From: Aymeric Durand To: rt-users@lists.bestpractical.com Sent: Monday, April 27, 2009 3:34:27 PM Subject: [rt-users] statistics Hi ; Newbie in RT, I used it since 3 months for managing tickets from users only by email. It works great. But, I search to know how extract statistics such as time to resolv ticket, average number of ticket per day . Can anyone tell me if documentation exists ? Regards ; Aymeric ___ 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
Re: [rt-users] Query Builder very slow after system update
On 24 Apr 2009, at 3:13 pm, 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.
We massively sped up the Query Builder by overriding the PickBasics
element:
--- /opt/rt3/share/html/Search/Elements/PickBasics 2009-02-03
11:53:01.0 +
+++ ./html/Search/Elements/PickBasics 2009-02-10 15:38:44.0
+
@@ -121,11 +121,10 @@
Path => '/Elements/SelectBoolean',
Arguments => { TrueVal=> '=', FalseVal => '!=' },
},
-Value => {
-Type => 'component',
-Path => '/Elements/SelectOwner',
-Arguments => { ValueAttribute => 'Name' },
-},
+ Value => {
+ Type => 'text',
+Size => 20,
+ },
},
{
Name => 'Watcher',
It's the SelectOwner dropdown box which takes so long to populate with
a large number of users in the system, so we just changed it to a text
input box. Can't take credit for this - a previous poster pointed
this out a couple of months ago.
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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[rt-users] SLA question
RT 3.8.2
SLA 02
Dear all
I hope someone can enlighten me on this
I have set up in my RT_Siteconfig.pm the following but am not sure how to call
it when setting up a the customfield
Set(%ServiceAgreements, (
Default => 'Info',
QueueDefault => {
'General' => 'Critical',
},
Levels => {
'Critical' => { Response => { BusinessMinutes => 60*8*4 } },
'Major' => { Response => { BusinessMinutes => 60*8*20 } },
'Minor' => { Response=> { BusinessMinutes => 60*8*30 } },
'Info' => { Repsonse=> { BusinessMinutes => 60*8*30 } },
'Special' => {
'Critical' => { Response => { BusinessMinutes => 60*8*3
} },
'Major' => { Response => { BusinessMinutes => 60*8*10 }
},
'Minor' => { Response=> { BusinessMinutes => 60*8*30 }
},
'Info' => { Repsonse=> { BusinessMinutes => 60*8*30 } },
},
},
)
);
I have defined a normal set of response times but I want to be able to call the
one for Special in certain circumstance how do I call it in the custom field or
have I misinterpreted what can be done.
Regards Simon
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[rt-users] Query Builder
Hi, I am kind of novice in RT. Can someone please tell me how the query builder works? When I give the arguments and click on search how does it build the query and what all tables does it refer to Any kind of insight on this is 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." ___ 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
Re: [rt-users] Migration
This is VERY nice to have. I will add it to the wiki so that others may reference it in the future: http://wiki.bestpractical.com/view/MigrateBugzillaToRT Javier Garcia wrote: > 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 > > > > > ___ > 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 -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ 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
[rt-users] Ticket approved... and then ?
Hello, I'm setting up approvals on RT 3.8.2. I manage my tickets (incoming requests) in FOOBAR queue. I created a queue FOOBAR_APPROVAL for tickets needing approvals (I have a scrip/template for this queue, when I move a ticket inside, the approvers are notified and the approval process begins). Let's say someone creates a ticket, it goes into FOOBAR queue, and then the guy who manages this ticket sees it needs approval and move it to FOOBAR_APPROVAL queue for approbation.All the approvers approve it, and then it's in FOOBAR_APPROVAL queue. My questions : - do I have to consider FOOBAR_APPROVAL like a "working" queue ? Meaning admins, requestors etc... corresponds on the tickets in this queue ? - should I move automatically (I don't know how yet, shouldn' be hard) the tickets to the FOOBAR queue once they are approved ? Any feedback is welcome regarding how you use the approval process in your RT (how do you decide a ticket enters this approval process, and how you manage it after the approbation) PS: I saw a patch on RT-devel for a button enabling the Approval process on a ticket, I may think to this as well. Feedbacks welcome ! Thanks ! -- L.B. ___ 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
Re: [rt-users] Reqest Tracker CentOS 5.3 setup
Yes, I got both messages... Moving on. Next step is setting up the mysql database. 3. If you already haven't done so, set a root password for your mysql server - from a root prompt do (make sure mysqld is running): mysqladmin -u root password (don't include the <> in the actual shell command above nor the syntax below) a) Next, we have to set up the /opt/rt3/etc/RT_SiteConfig.pm file. Edit and put in appropriate settings for your setup: Set($DatabasePassword , 'rt_user password'); Set($LogToSyslog, 'info'); Set($LogToFile , 'warning'); Set($LogStackTraces , 1); Set($Organization , "change to your Organization's name"); Set($rtname, 'example.com'); Set($Timezone , 'US/Central'); Set($WebPath , "/rt"); Set($WebBaseURL , "http://yourserver.name.com";); Set($WebImagesURL , $WebPath . "/NoAuth/images/"); Set($LogDir, '/var/log'); Set($LogToFileNamed , "rt.log");#log to rt.log Set($PreferRichText, 1); (Note, make a new password for the rt_user password above - separate from the root mysql password) b) Create the database: /opt/rt3/sbin/rt-setup-database --action init --dba root --dba-password c). I can't remember if the rt-setup-database init procedure above actually creates the 'rt_user' db user, sets the password, prvileges, etc. If for some reason it does not, from a mysql prompt do: GRANT ALL PRIVILEGES ON rt3.* TO rt_u...@localhost IDENTIFIED BY ''; Replace to match your RT_SiteConfig.pm password. 4. We've already actually setup the RT_SiteConfig.pm file, so we can move on to settping up Apache and mail. a) In this example we will be using mod_fcgid, an alternative to mod_perl and Apache's mod_fastcgi. Both mod_fcgid and mod_perl are available via standard CentOS yum repositories. At this time, I don't believe there is an example of the mod_fcgid Apache config on the RT installation wiki. Create and save /etc/httpd/conf.d/rt3.conf with the following: LoadModule fcgid_module modules/mod_fcgid.so # Use FastCGI to process .fcg .fcgi & .fpl scripts # Don't do this if mod_fastcgi is present, as it will try to do the same thing AddHandler fcgid-script fcg fcgi fpl # Sane place to put sockets and shared memory file SocketPath run/mod_fcgid SharememPath run/fcgid_shm # Main instance Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ b) Restart Apache /etc/init.d/httpd restart c) To setup the mailgate (in order to create/update tickets via email), edit your /etc/aliases file and add the following aliases: rt: "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://yourserver.name.com/rt/"; rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action comment --url http://yourserver.name.com/rt/"; Obviously, you can change the alias names to whatever you want and as you add queues, you'll want to add aliases for each queue. Edit the URL setting to match your server. NOTE: The above entries will work with Postfix. If you are using sendmail, a few more configuration changes will be needed. Sendmail examples can be found in various CentOS, Redhat, and Fedora installation guiedes in the main Wiki. 5. Lastly, test your configuration by pointing a browser at: http://yourserver.name.com/rt/ I believe the default login is 'root' with 'password' as the password. Good luck! James Moseley Grant Deters wrote: OK, got that far, has a bit of trouble with XML::RSS, however, I was able to pull it from the web. ___ 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
Re: [rt-users] Upgrade RT
On Tue, Nov 18, 2008 at 6:33 AM, Tim Cutts wrote:
>
> On 17 Nov 2008, at 10:34 pm, Asif Iqbal wrote:
>
> Do I upgrade from RT 3.4.5 to RT 3.8.1 directly? Or there is a roadmap
>> somewhere?
>>
>
> You can do this in almost one go, yes. It's almost exactly what I'm doing
> with my production RT, where I'm going from 3.4.2 to 3.8.1
>
>
>> Do I upgrade the mysql 4.0.24 to 4.1 first before upgrading the RT?
>>
>
> Yes. Or at least, here's what I've tested, and seems to work quite well:
>
> 1) Set up a new RT box for your new server, so that you can always back
> out if this goes wrong. On this server, install the new version of MySQL
> you want to use, and install RT 3.8.1
>
> 2) Make a dump of your production MySQL instance, and load it into the new
> MySQL database.
>
> 3) Run the /opt/rt3/sbin/rt-setup-database --action upgrade command as
> detailed in the RT 3.8.1 README file, but only as far as version 3.8.0
>
> 4) Run the MySQL upgrade script, as detailed in UPGRADING.mysql, and apply
> the SQL statements it wants you to make. This can take a long time; the
> alter table statements are pretty slow-running.
>
> 5) Run the /opt/rt3/sbin/rt-setup-database --action upgrade thing again
> for the last small changes from 3.8.0 to 3.8.1
On my new server (not production yet) the upgrade is failing. I don't want
to change the ACL on
the database unless that is harmless, to successfully upgrade
/opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password
--action upgrade
In order to create or update your RT database, this script needs to connect
to your mysql instance on localhost as root
Please specify that user's database password below. If the user has no
database
password, just press return.
Password:
Working with:
Type: mysql
Host: localhost
Name: rt3
User: rt_user
DBA:root
Enter RT version you're upgrading from: 3.4.5
Going to apply following upgrades:
* 3.5.1
* 3.7.1
* 3.7.3
* 3.7.10
* 3.7.15
* 3.7.19
* 3.7.81
* 3.7.82
* 3.7.85
* 3.7.86
* 3.7.87
* 3.8.0
* 3.8.1
* 3.8.2
Enter RT version if you want to stop upgrade at some point,
or leave it blank if you want apply above upgrades:
IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP
Proceed [y/N]:y
Processing 3.5.1
DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Access denied
for user 'rt_user'@'localhost' (using password: YES) at
/opt/csw/share/perl/site_perl/DBIx/SearchBuilder/Handle.pm line 106
Connect Failed Access denied for user 'rt_user'@'localhost' (using password:
YES)
at /opt/rt3/sbin/../lib/RT.pm line 204
I can login OK with `mysql -u root-p rt3'
I failed to login with `mysql -u rt_user -p rt3' using the password I
have in RT_*Config.pm files (same) for rt_user
The same login attempt works on the original instance of RT (3.4.5)
>
>
> After that, it all seemed to work pretty well.
>
> Tim
>
>
> --
> The Wellcome Trust Sanger Institute is operated by Genome ResearchLimited,
> a charity registered in England with number 1021457 and acompany registered
> in England with number 2742969, whose registeredoffice is 215 Euston Road,
> London, NW1 2BE.
>
--
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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Re: [rt-users] not sending AdminCC mail to owner?
$NotifyActor is set to 0, perhaps as a cause? Jo Rhett wrote: > 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 >> >> >> >> ___ >> 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 >> > > -- > Jo Rhett > Net Consonance : consonant endings by net philanthropy, open source > and other randomness > > > > ___ > 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 > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ 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
Re: [rt-users] Query Builder search on Told
This is a very basic SQL question. You need to go get a good book on SQL. I recommend the pink book. (you'll understand when you see it) To answer your question: IS NULL not = NULL. But please don't take my answer and fail to purchase a good book on SQL. On Apr 24, 2009, at 11:22 PM, Matt Hoover wrote: 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 ___ 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 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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
Re: [rt-users] RT 3.6.6 and Branded Queues
Um, no... just change the field in the queue configuration. This
might be 3.8.x only, but it's dead simple in 3.8
On Apr 25, 2009, at 2:34 PM, Camron W. Fox wrote:
> Is the only way to change 'Subject: [{$rtname} #{$Ticket->id()}]' to
> 'Subject: [{$Ticket->QueueObj->Name} #{$Ticket->id()}]' to modify
> /lib/RT/Action/SendEmail.pm? We seen the stuff on BrandedQueues but we
> cannot get it to work with 3.6.6.
>
> Best Regards,
> Camron
>
> --
> Camron W. Fox
> Hilo Office
> High Performance Computing Group
> Fujitsu Management Services of America, Inc.
> E-mail: cw...@us.fujitsu.com
> Phone:(808) 934-4102
> Cell: (808) 937-5026
>
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>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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--
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness
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[rt-users] Reminders need explanation for checkbox (patch)
The Reminders page has checkboxes which are used to delete old reminders. This is the same logic as used throughout all of the pages, but apparently some users need reminders of this. The following patch solves that problem. Please consider for 3.8.3. --- html/Ticket/Elements/Reminders_orig 2009-04-27 09:24:31.0 -0700 +++ html/Ticket/Elements/Reminders 2009-04-27 09:37:31.0 -0700 @@ -115,6 +115,7 @@ <& SELF:ShowEntry, Reminder => $reminder, Ticket => $Ticket &> % } % } +<&|/l&>(Check box to delete) <&|/l&>New reminder: -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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
[rt-users] EditPeople delete note inconsistent display (patch)
The page/element for editing People mentions the checkbox for delete, but doesn't display it consistently with other pages. It is near the top and not italicized. This patch improves the display and makes it consistent with other pages. Possible for 3.8.3 ? --- html/Ticket/Elements/EditPeople_orig2009-04-27 09:35:31.0 -0700 +++ html/Ticket/Elements/EditPeople 2009-04-27 09:36:21.0 -0700 @@ -66,7 +66,6 @@ <&|/l&>Owner <&|/l&>Owner: <& /Elements/SelectOwner, Name => 'Owner', QueueObj => $Ticket->QueueObj, TicketObj => $Ticket, Default => $Ticket->OwnerObj->Id, DefaultValue => 0&> <&|/l&>Current watchers -<&|/l&>(Check box to delete) <&|/l&>Requestors: <& EditWatchers, TicketObj => $Ticket, Watchers => $Ticket- >Requestors &> @@ -77,6 +76,7 @@ <&|/l&>Administrative Cc: <& EditWatchers, TicketObj => $Ticket, Watchers => $Ticket->AdminCc &> +<&|/l&>(Check box to delete) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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
[rt-users] Help with displaying messages
To any and all, I want to be able to display a message on my "Modify Ticket" screen just like RT does when someone makes an error. I'd like to do it from within a scrip. Has anyone done this and can you help me with this? Thanks. Kenn LBNL ___ 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
[rt-users] Quick Update
I'm wondering if anyone has built a quick update view for RT to save us doing this. Imagine the default queue search (only new, open, or stalled) with only the following columns displayed: ID Subject Owner Status CF1 What I am hoping for is to be able to have the CF1 field displayed in each row as a pull-down menu with the CF1 values listed. A user could quickly select the CF1 value they wanted for each ticket. Clicking update would cause all the CF1 values to be updated to their new settings, but not all the same. ie Ticket 1 could have CF1Vaule1 and Ticket 2 could have CF1Value2. Additionally, the original transaction (request) would display in the list either via hovering over the subject or by using a AJAXian disclosure triangle. This would allow quickly working through a queue of tickets to assign categories, owners or status as needed without clicking into every ticket, going to the "Basics" tab to change any CFs and then moving on to the next ticket. Anyone done this? Would anyone else find this useful? Steve ___ 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
Re: [rt-users] command by email failing for non RT objects
On Sun, Apr 26, 2009 at 2:52 PM, slamp slamp wrote: > people sometimes tend to put colons on their e-mail. > > for example, > > Please see below: > > This fails command by email. Is there a way to only define a few sets > of objects to be parsed by command by email?? > > > right now we need to resolve a ticket via e-mail. so how do i set > command by email to only parse for "status: whatever"??? > anyone? ___ 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
Re: [rt-users] RT 3.6.6 and Branded Queues
Jo Rhett wrote: > Um, no... just change the field in the queue configuration. This > might be 3.8.x only, but it's dead simple in 3.8 > Unfortunately, upgrading to 3.8 is not an option. Camron W. Fox Hilo Office High Performance Computing Group Fujitsu Management Services of America, Inc. E-mail: cw...@us.fujitsu.com ___ 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
Re: [rt-users] Auditing ticket accesses
Jesse I think they just want to see for a particular ticket who accessed it and when. It would be nice if it was searchable and reportable so another table does make sense. But I am not sure how another table would be accessed from RT. I also liked the idea of a mutivalue custom field. For each user that accessed a ticket it could have 1 entry. -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. -Original Message- From: Jesse Vincent [mailto:je...@bestpractical.com] Sent: Friday, April 24, 2009 7:18 PM To: Flynn, Timothy J Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Auditing ticket accesses 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? ___ 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
Re: [rt-users] RT 3.6.6 and Branded Queues
Code in 3.8 is import of the branded queues extension into RT's core.
There is even script to convert old storage into the new format. I
made several tests during integration and I'm pretty sure branded
queues work with RT 3.6.
On Mon, Apr 27, 2009 at 8:18 PM, Jo Rhett wrote:
> Um, no... just change the field in the queue configuration. This
> might be 3.8.x only, but it's dead simple in 3.8
>
> On Apr 25, 2009, at 2:34 PM, Camron W. Fox wrote:
>> Is the only way to change 'Subject: [{$rtname} #{$Ticket->id()}]' to
>> 'Subject: [{$Ticket->QueueObj->Name} #{$Ticket->id()}]' to modify
>> /lib/RT/Action/SendEmail.pm? We seen the stuff on BrandedQueues but we
>> cannot get it to work with 3.6.6.
>>
>> Best Regards,
>> Camron
>>
>> --
>> Camron W. Fox
>> Hilo Office
>> High Performance Computing Group
>> Fujitsu Management Services of America, Inc.
>> E-mail: cw...@us.fujitsu.com
>> Phone: (808) 934-4102
>> Cell: (808) 937-5026
>>
>> ___
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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
>
> --
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source
> and other randomness
>
>
>
> ___
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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
>
--
Best regards, Ruslan.
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Re: [rt-users] Upgrade RT
On Mon, Apr 27, 2009 at 11:19 AM, Asif Iqbal wrote:
>
>
> On Tue, Nov 18, 2008 at 6:33 AM, Tim Cutts wrote:
>
>>
>> On 17 Nov 2008, at 10:34 pm, Asif Iqbal wrote:
>>
>> Do I upgrade from RT 3.4.5 to RT 3.8.1 directly? Or there is a roadmap
>>> somewhere?
>>>
>>
>> You can do this in almost one go, yes. It's almost exactly what I'm doing
>> with my production RT, where I'm going from 3.4.2 to 3.8.1
>>
>>
>>> Do I upgrade the mysql 4.0.24 to 4.1 first before upgrading the RT?
>>>
>>
>> Yes. Or at least, here's what I've tested, and seems to work quite well:
>>
>> 1) Set up a new RT box for your new server, so that you can always back
>> out if this goes wrong. On this server, install the new version of MySQL
>> you want to use, and install RT 3.8.1
>>
>> 2) Make a dump of your production MySQL instance, and load it into the
>> new MySQL database.
>>
>> 3) Run the /opt/rt3/sbin/rt-setup-database --action upgrade command as
>> detailed in the RT 3.8.1 README file, but only as far as version 3.8.0
>>
>> 4) Run the MySQL upgrade script, as detailed in UPGRADING.mysql, and
>> apply the SQL statements it wants you to make. This can take a long time;
>> the alter table statements are pretty slow-running.
>>
>> 5) Run the /opt/rt3/sbin/rt-setup-database --action upgrade thing again
>> for the last small changes from 3.8.0 to 3.8.1
>
>
> On my new server (not production yet) the upgrade is failing. I don't want
> to change the ACL on
> the database unless that is harmless, to successfully upgrade
>
> /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password
> --action upgrade
> In order to create or update your RT database, this script needs to connect
> to your mysql instance on localhost as root
> Please specify that user's database password below. If the user has no
> database
> password, just press return.
>
> Password:
> Working with:
> Type: mysql
> Host: localhost
> Name: rt3
> User: rt_user
> DBA:root
> Enter RT version you're upgrading from: 3.4.5
>
> Going to apply following upgrades:
> * 3.5.1
> * 3.7.1
> * 3.7.3
> * 3.7.10
> * 3.7.15
> * 3.7.19
> * 3.7.81
> * 3.7.82
> * 3.7.85
> * 3.7.86
> * 3.7.87
> * 3.8.0
> * 3.8.1
> * 3.8.2
>
> Enter RT version if you want to stop upgrade at some point,
> or leave it blank if you want apply above upgrades:
>
> IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP
>
> Proceed [y/N]:y
> Processing 3.5.1
> DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Access
> denied for user 'rt_user'@'localhost' (using password: YES) at
> /opt/csw/share/perl/site_perl/DBIx/SearchBuilder/Handle.pm line 106
> Connect Failed Access denied for user 'rt_user'@'localhost' (using
> password: YES)
> at /opt/rt3/sbin/../lib/RT.pm line 204
>
>
> I can login OK with `mysql -u root-p rt3'
> I failed to login with `mysql -u rt_user -p rt3' using the password I
> have in RT_*Config.pm files (same) for rt_user
>
> The same login attempt works on the original instance of RT (3.4.5)
>
I was experiencing this mysql priv table missing bug
http://bugs.mysql.com/bug.php?id=9934
I needed to run 'mysql_fix_privilege_tables' to fix it and then upgrade is
moving forward again
>
>
>
>>
>>
>> After that, it all seemed to work pretty well.
>>
>> Tim
>>
>>
>> --
>> The Wellcome Trust Sanger Institute is operated by Genome ResearchLimited,
>> a charity registered in England with number 1021457 and acompany registered
>> in England with number 2742969, whose registeredoffice is 215 Euston Road,
>> London, NW1 2BE.
>>
>
>
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
>
>
>
--
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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[rt-users] memory leaks
Hi, we have RT 3.8.1 installed with mod_perl 2.0.4 on a Red Hat ES5 system, and using Oracle as a database. I have noticed a lot of memory leaks on the part of the apache processes. It seems they grow by 2 to 5K for every page request against RT, and about 10K for every email loaded by rt-mailgate. I had to reduce the number of request served by apache before restarting a process, just to keep the memory usage under control. Is there anything I can do to fix this? Thanks -- Mathieu Longtin 1-514-803-8977 ___ 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
Re: [rt-users] Reqest Tracker CentOS 5.3 setup
Stupid question, but I am meerly testing this out and am not uploading this onto our domain yet. How do I set this so it responds to http://localhost/rt thanks jmose...@corp.xanadoo.com wrote: Yes, I got both messages... Moving on. Next step is setting up the mysql database. 3. If you already haven't done so, set a root password for your mysql server - from a root prompt do (make sure mysqld is running): mysqladmin -u root password (don't include the <> in the actual shell command above nor the syntax below) a) Next, we have to set up the /opt/rt3/etc/RT_SiteConfig.pm file. Edit and put in appropriate settings for your setup: Set($DatabasePassword , 'rt_user password'); Set($LogToSyslog, 'info'); Set($LogToFile , 'warning'); Set($LogStackTraces , 1); Set($Organization , "change to your Organization's name"); Set($rtname, 'example.com'); Set($Timezone , 'US/Central'); Set($WebPath , "/rt"); Set($WebBaseURL , "http://yourserver.name.com"); Set($WebImagesURL , $WebPath . "/NoAuth/images/"); Set($LogDir, '/var/log'); Set($LogToFileNamed , "rt.log");#log to rt.log Set($PreferRichText, 1); (Note, make a new password for the rt_user password above - separate from the root mysql password) b) Create the database: /opt/rt3/sbin/rt-setup-database --action init --dba root --dba-password c). I can't remember if the rt-setup-database init procedure above actually creates the 'rt_user' db user, sets the password, prvileges, etc. If for some reason it does not, from a mysql prompt do: GRANT ALL PRIVILEGES ON rt3.* TO rt_u...@localhost IDENTIFIED BY ''; Replace to match your RT_SiteConfig.pm password. 4. We've already actually setup the RT_SiteConfig.pm file, so we can move on to settping up Apache and mail. a) In this example we will be using mod_fcgid, an alternative to mod_perl and Apache's mod_fastcgi. Both mod_fcgid and mod_perl are available via standard CentOS yum repositories. At this time, I don't believe there is an example of the mod_fcgid Apache config on the RT installation wiki. Create and save /etc/httpd/conf.d/rt3.conf with the following: LoadModule fcgid_module modules/mod_fcgid.so # Use FastCGI to process .fcg .fcgi & .fpl scripts # Don't do this if mod_fastcgi is present, as it will try to do the same thing AddHandler fcgid-script fcg fcgi fpl # Sane place to put sockets and shared memory file SocketPath run/mod_fcgid SharememPath run/fcgid_shm # Main instance Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ b) Restart Apache /etc/init.d/httpd restart c) To setup the mailgate (in order to create/update tickets via email), edit your /etc/aliases file and add the following aliases: rt: "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://yourserver.name.com/rt/" rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action comment --url http://yourserver.name.com/rt/" Obviously, you can change the alias names to whatever you want and as you add queues, you'll want to add aliases for each queue. Edit the URL setting to match your server. NOTE: The above entries will work with Postfix. If you are using sendmail, a few more configuration changes will be needed. Sendmail examples can be found in various CentOS, Redhat, and Fedora installation guiedes in the main Wiki. 5. Lastly, test your configuration by pointing a browser at: http://yourserver.name.com/rt/ I believe the default login is 'root' with 'password' as the password. Good luck! James Moseley Grant Deters wrote: OK, got that far, has a bit of trouble with XML::RSS, however, I was able to pull it from the web. -- Grant S. Deters USD 250 School District Assistant Network/Systems Administrator Ph. (620) 235.3246 ___ 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
Re: [rt-users] Reqest Tracker CentOS 5.3 setup
Unless you are using a browser on the server itself, that isn't going to work. More than likely you are using a remote browser. In that case, use the IP address of the server, or better yet the FQ host name: http://10.10.10.10/rt/or http://server.domain.com/rt/ Obviously for the latter to work, you're going to have to have DNS setup, if not, a host entry on the client machine will work just fine. Obviously, you need to make sure the Apache configuration is setup to listen on the IP of the machine, either by specific IP or all interfaces/address. Lastly, pay attention the trailing slash behind rt/. James Moseley Grant Deters wrote: Stupid question, but I am meerly testing this out and am not uploading this onto our domain yet. How do I set this so it responds to http://localhost/rt ___ 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
[rt-users] How to grant LDAP user
Dear All, How to grant user on Active Directory server as Ticket Creator? And how to assgin them to queues? Could you give the references. I have not found them yet at rt documentation. Thanks, ns ___ 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
