Re: [rt-users] RT Essentials, still revelant

[Andrew Libby]

Thanks for the feedback guys, much apprecaited.


Todd Chapman wrote:
> I think the book is still as relevant as it was when it came out.
> That's not a review. Just saying it's not generally out of date,
> though the screenshots are out of date because of UI styling changes.
> 
> On Thu, Aug 6, 2009 at 9:30 AM, Andrew Libby wrote:
>> I'm considering the RT Essentials book, though noticed it's
>> publication date is in 2005.  Thats almost 4 years old.
>> I've been using RT about that long and I fear it's changed
>> enough that the essentials book is not as relevant as it
>> could be.
>>
>> Can anyone weigh in on this?
>>
>> Thanks.
>>
>> Andy
>>
>> --
>>
-- 

===
xforty technologies
Andrew Libby
ali...@xforty.com
http://xforty.com
===

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Re: [rt-users] Commands by Email

[Rich West]

Argh.. I have the code in place (actually, improved upon the code by
replicating some of the detection code from the original plugin), and I
can see it is working via some test code, but the commands still show up
in the content of the ticket.

So.. that leads to the question: where did you put your code in to the
Transaction_Overlay.pm file in order to get it to work? :)

I had appended it to the end of the "Content" subroutine, and I can see
from the output I have going to /tmp/content.txt that the content is
getting modified appropriately:
> # more /tmp/content.txt
> omitting Owner: rwest
> omitting Status: open
> omitting CF.{CVendors}: IBM
> omitting
> This is a test

But when I look at the web GUI, I still see the commands:
> Subject:   Test
> To: support-...@ourdomain.net
> Date: Fri, 7 Aug 2009 11:44:15 -0400
> From: 
> Download (untitled) / with headers
> text/plain 71b
> Owner: rwest
> Status: open
> CF.{CVendors}: IBM
>
> This is a test
>
> --
> Rich

I just have this feeling like I have placed it in the wrong location in
the code.. :(

Thanks!
-Rich



$content = $self->loc("On [_1], [_2] wrote:",
$self->CreatedAsString, $self->CreatorObj->Name)
  . "\n$content\n\n";
}

open (TEST, "> /tmp/content.txt");

   # Remove quoted signature.
   $content =~ s/\n--\n(.*?)$//s;

   # Remove CommandByMail commands
   my @content = split ("\n",$content);
   my @new_content = ();
   my $no_pseudoheaders = 0;
   my $line = "";
   foreach $line ( @content )
   {
if ($line =~ /^(?:(\S+)\s*?:\s*?(.*)\s*?|)$/)
{
   print TEST "omitting $line\n";
}
  next if ($line =~ /^(?:(\S+)\s*?:\s*?(.*)\s*?|)$/);
print TEST "$line\n";
  push ( @new_content, $line);
   }
   $content = join("\n",@new_content);
print $content;
close (TEST);

return ($content);
}

# }}}


=head2 Addresses

On 08/03/2009 10:20 AM, Andreas Ittgenshorst wrote:
> To remove the commands I added a few lines
> to /opt/rt3/local/lib/RT/Transaction_Overlay.pm
>
>  # Remove quoted signature.
>  $content =~ s/\n-- \n(.*?)$//s;
>
> +# Remove CommandByMail commands
> +my @content = split ("\n",$content);
> +my @new_content = ();
> +foreach ( @content ) {
> +if ( ( $_ =~ /^Requestor:/ ) or
> +( $_ =~ /^CF.{Foo}:/ ) or
> +( $_ =~ /^CF.{WhatElse}:/ ) ) {
> +next;
> +}
> +push ( @new_content, $_);
> +}
> +$content = join("\n",@new_content);
> +
>  # What's the longest line like?
>  my $max = 0;
>
>
>
> - Andreas
>
>
>   
>> Another question, though.. is there a way to strip out the email
>> commands from the content of the ticket as it shows up in Request
>> Tracker?
>> 

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[rt-users] Extensions update: Unofficial BecomeUser, and S3Invoker

[Jerrad Pierce]

I'm trying to reach the author of RTx::BecomeUser (su for RT), but in
case that fails,
I've uploaded a development version (1.10_1) that addresses my tickets
for the module.
In particular, it now works with RT 3.8. It's not something you're
likely to need often,
but when you do it can be very handy, especially for testing customizations.

RTx::S3Invoker should finally be in a stable state. This module lets
you list and run
saved searches (including system searches) from Simple Search via keyword do:
-- 
Cambridge Energy Alliance: Save money. Save the planet.
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[rt-users] Merging Tickets

[rmp dmd]

Hi,

I'm working on a scrip that will grab the subject of a new ticket and
compare it with existing ticket. If a match is found, the scrip will merge
the ticket. I have the script below.

I have additional requirement where I'll ignore preceeding characters and
merge if the next characters matched.

An example, this tickets should merge:

existing ticket: "Subject 1"
new ticket: "RE: Subject 1"

this example should merge also

existing ticket: "Subject A"
new ticket: "Fw: Subject A"

this example, should not merge:

 existing ticket: "Subject 2GO"
 new ticket: "Subject Any"

Thanks in advanced!


my $problem_desc = undef;
my $Transaction = $self->TransactionObj;
my $subject = $Transaction->Attachments->First->GetHeader('Subject');
$problem_desc = $subject
$RT::Logger->debug("This is the subject to match: $problem_desc");
# look for subject on existing tickets
my $search = RT::Tickets->new($RT::SystemUser);
$search->LimitQueue(VALUE => 'IT');
$search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR =>
'or');
$search->LimitStatus(VALUE => 'open', OPERATOR => '=');
if ($search->Count == 0) { return 1; }
my $id = undef;
my $same_desc = undef;
while (my $ticket = $search->Next) {
# Ignore this ticket that opened this transaction
next if $self->TicketObj->Id == $ticket->Id;
$ticket->Subject = $same_desc
if ($same_desc eq $problem_desc){
   # Found the same subject
   $RT::Logger->debug("SAME $same_desc and $problem_desc");
   $id = $ticket->Id;
   $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into
$id because of OA number match.");
   $self->TicketObj->MergeInto($id);
}
}

$id || return 1;
1;
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[rt-users] Notify on ticket creation

[Lander, Scott]

Hello,

We would like to have the queue admins notified on ticket creation.  It 
seems they don't really sit there watching for tickets to come in, and would 
prefer that they be notified!

 Is there an way to make this happen?


Thanks

Scott



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Re: [rt-users] Extensions update: Unofficial BecomeUser, and S3Invoker

[Torsten Brumm]

Hi Jerrad,your extension sounds usefull.can we find it at cpan?

Torsten

2009/8/7 Jerrad Pierce 

> I'm trying to reach the author of RTx::BecomeUser (su for RT), but in
> case that fails,
> I've uploaded a development version (1.10_1) that addresses my tickets
> for the module.
> In particular, it now works with RT 3.8. It's not something you're
> likely to need often,
> but when you do it can be very handy, especially for testing
> customizations.
>
> RTx::S3Invoker should finally be in a stable state. This module lets
> you list and run
> saved searches (including system searches) from Simple Search via keyword
> do:
> --
> Cambridge Energy Alliance: Save money. Save the planet.
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sa...@bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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[rt-users] Short time frame ticket escalations

[Lander, Scott]

All,

A couple of questions about escalations :

We want to escalate tickets if the have not be taken after an hour.
Escalating means, for us,  changing the priority ( start at 5, count down to 0) 
and also, notify the queue CCAdmin.This would only happen during our work 
hours - So, a ticket that comes in at say 3:30pm at Pri 5, would at 4:30 go to 
Pri 4, and CCAdmin be notified.At 8:30 the next morning, it would go to Pri 
3, at 9:30 to 2, etc.   At Pri 0, it would just notify once an hour, until 
taken.


   I don't see a built in to do this - the escalations seem to be 
designed on longer time frame - daily. Any one have any ideas / suggestions?


Thanks
Scott



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Re: [rt-users] Notify on ticket creation

[Michael Ellis]

I think what you want is the default behaviour. Have you perhaps disabled
the...

 


  4

  On Create
Notify AdminCcs with template Transaction


On Create Notify AdminCcs

 

...scrip?

 

-Mike

 

From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Lander, Scott
Sent: August-07-09 4:05 PM
To: rt Users
Subject: [rt-users] Notify on ticket creation

 

Hello,

 

We would like to have the queue admins notified on ticket creation.
It seems they don't really sit there watching for tickets to come in, and
would prefer that they be notified!

 

 Is there an way to make this happen?

 

 

Thanks

 

Scott

 

 



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recipient(s) named above. If you are not an intended recipient, you may not
review, copy or distribute this message. If you have received this
communication in error, please notify the Hearst Service Center
(cad...@hearstsc.com) immediately by email and delete the original message.


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Re: [rt-users] Notify on ticket creation

[Helmuth Ramirez]

We do this via a scrip.  Here's some info:

 

http://www.gossamer-threads.com/lists/rt/users/70419#70419

 

 

From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Lander,
Scott
Sent: Friday, August 07, 2009 5:05 PM
To: rt Users
Subject: [rt-users] Notify on ticket creation

 

Hello,

 

We would like to have the queue admins notified on ticket creation.
It seems they don't really sit there watching for tickets to come in,
and would prefer that they be notified!

 

 Is there an way to make this happen?

 

 

Thanks

 

Scott

 

 



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recipient(s) named above. If you are not an intended recipient, you may
not review, copy or distribute this message. If you have received this
communication in error, please notify the Hearst Service Center
(cad...@hearstsc.com) immediately by email and delete the original
message.


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Re: [rt-users] Notify on ticket creation

[Lander, Scott]

Perfect answer - works great!   Thanks Helmuth


From: Helmuth Ramirez [mailto:helmuthrami...@compupay.com]
Sent: Friday, August 07, 2009 5:30 PM
To: Lander, Scott; rt Users
Subject: RE: [rt-users] Notify on ticket creation

We do this via a scrip.  Here's some info:

http://www.gossamer-threads.com/lists/rt/users/70419#70419


From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Lander, Scott
Sent: Friday, August 07, 2009 5:05 PM
To: rt Users
Subject: [rt-users] Notify on ticket creation

Hello,

We would like to have the queue admins notified on ticket creation.  It 
seems they don't really sit there watching for tickets to come in, and would 
prefer that they be notified!

 Is there an way to make this happen?


Thanks

Scott





This e-mail message is intended only for the personal use of the recipient(s) 
named above. If you are not an intended recipient, you may not review, copy or 
distribute this message. If you have received this communication in error, 
please notify the Hearst Service Center (cad...@hearstsc.com) immediately by 
email and delete the original message.



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[rt-users] Reference Asset inside Incident Response ticket

[Scott Miller]

I've got asset tracker going, as well as RTIR. Anyone know of a way to
tie in an asset to that RTIR ticket?

Right off the bat it seems that they do not work together. Any ideas? Thanks,

-- 
Scott
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Re: [rt-users] Segmentation Fault - RT3.8.4 - Apache2

[raymond]

Hi Curtisb,

I'll give that a shot and see what happens. I'll up it to the latest and 
see what happens



raymond



This has been known to occur with some versions of DBD:mysql.  I believe 
the latest versions fix this;
I'm currently using 3.0008.

raym...@pilotsupplies.com wrote:
> Hi,
>
> ubuntu 9.04 dual Xeon process, 2GB memory.
> New install RT 3.8.4 with imported RT 3.2.2 database and followed the 
README.txt and Upgrading.mysql
> docs.
>
> For what ever reasons, when RT has been idled for a period of some 
hours, more like 10 hours, when
> people are not accessing via website, than when I
> logs in and hit http://helpdesk.mydomain.com I get a blank white page 
and sometimes the default
> generic RT page. However, when I refresh it a couple time, the regular 
webpage loads correctly and
> checking at /etc/apache2/error.log indicates
> the following:
>
> [Thu Aug 06 07:21:43 2009] [notice] child pid 2784 exit signal 
Segmentation fault (11)
> [Thu Aug 06 07:21:43 2009] [notice] child pid 2785 exit signal 
Segmentation fault (11)
> [Thu Aug 06 07:21:43 2009] [notice] child pid 2981 exit signal 
Segmentation fault (11)
> [Thu Aug 06 07:21:43 2009] [notice] child pid 3147 exit signal 
Segmentation fault (11)





On Thu, 6 Aug 2009, raym...@pilotsupplies.com wrote:

> Hi,
>
> ubuntu 9.04 dual Xeon process, 2GB memory.
> New install RT 3.8.4 with imported RT 3.2.2 database and followed the
> README.txt and Upgrading.mysql docs.
>
> For what ever reasons, when RT has been idled for a period of some hours,
> more like 10 hours, when people are not accessing via website, than when I
> logs in and hit http://helpdesk.mydomain.com I get
> a blank white page and sometimes the default generic RT page. However,
> when I refresh it a couple time, the regular webpage loads correctly and
> checking at /etc/apache2/error.log indicates
> the following:
>
> [Thu Aug 06 07:21:43 2009] [notice] child pid 2784 exit signal
> Segmentation fault (11)
> [Thu Aug 06 07:21:43 2009] [notice] child pid 2785 exit signal
> Segmentation fault (11)
> [Thu Aug 06 07:21:43 2009] [notice] child pid 2981 exit signal
> Segmentation fault (11)
> [Thu Aug 06 07:21:43 2009] [notice] child pid 3147 exit signal
> Segmentation fault (11)
> [Thu Aug 06 07:21:43 2009] [notice] child pid 3149 exit signal
> Segmentation fault (11)
> [Thu Aug 06 07:22:20 2009] [notice] child pid 2783 exit signal
> Segmentation fault (11)
> [Thu Aug 06 07:22:21 2009] [notice] child pid 2786 exit signal
> Segmentation fault (11)
> [Thu Aug 06 07:22:24 2009] [notice] child pid 3341 exit signal
> Segmentation fault (11)
> [Thu Aug 06 07:22:24 2009] [notice] child pid 3342 exit signal
> Segmentation fault (11)
>
>
> It appears to me that RT needs a constant connection or something to keep
> it alive. When someone is logged into the website and have the site
> refresh every 2 minutes segmentation fault does not occurs.
>
> I have research and played with different settings on httpd.conf, removed
> ufw (ubuntu firewall), removed PHP5, removed apparmor (ubuntu selinux)
> and no resolution. RT 3.8.4 is the only website this box is hosting and it
> has a single static IP and DNS setup correctly.
> http://helpdesk.mydomain.com
>
> Does anyone know what could be causing this? or seen this occurance ?
> ideas?  Any suggestions would be appreciated!
>
> my latest httpd.conf :
>
>
> Timeout 300
> KeepAlive On
> MaxKeepAliveRequests 100
> KeepAliveTimeout 15
> MinSpareServers 5
> MaxSpareServers 10
> StartServers 5
> MaxClients 150
> MaxRequestsPerChild 1500
>
> 
> DocumentRoot /opt/rt3/share/html
> ServerName helpdesk.mydomain.com
> #ServerAlias requestss.*
> AddDefaultCharset UTF-8
> ServerAdmin ithelpd...@mydoamin.com
>
> #optional apache logs for RT
> ErrorLog /opt/rt3/var/log/apache2.error
> TransferLog /opt/rt3/var/log/apache2.access
> #Alias /rt/ /opt/rt3/share/html/
>
>
> 
> Order allow,deny
> Allow from all
> 
>
> #PerlModule Apache::DBI
> PerlRequire /opt/rt3/bin/webmux.pl
> PerlSetVar MasonStaticSource true
> PerlSetVar MasonBufferPreallocateSize 1073741824
> #PerlSetVar MasonBufferPreallocateSize 4096000
> PerlSetVar MasonDataCacheDefaults "cache_class=> MemoryCache, cache_depth
> => 4"
> PerlSetVar MasonPreloads '/Elements/*'
> PerlSetVar MasonCompRoot /opt/rt3
>
>
> 
> SetHandler default
> 
>
> 
> #AddDefaultCharset UTF-8
> SetHandler perl-script
> PerlHandler RT::Mason
> #PerlResponseHandler RT::Mason
> 
>
> 
>
>

-- 



Regards,

Raymond Wong


Personal motto: P.E.A.C.E
Enjoy the present
Assert your goals
Champion peace
Entrust others
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