Re: [rt-users] performace is very slow on 3.8.2

[testwreq]

Are there any specific settings for RT in my.cnf that I should try before  
installing any new packages?


On Aug 11, 2009 2:33am, Aaron Guise  wrote:
MySQLtuner would be a good place to start. MySQL is unfortunately not  
configured optimally for RT in a default install.



You can get it here







Regards,




Aaron Guise







07 838 7793




027



212 6638




aa...@guise.net.nz













On Tue, Aug 11, 2009 at 1:57 AM, testw...@gmail.com> wrote:





Our RT is installed on Linux CentOS 5.3 server running Apache and uses  
mysql. We just went live 2 days back with the website and RT on the same  
server, and the performance is slow from day 1. This was not the case  
when we were testing RT. Probabaly mysql is not configured well. We are  
pretty new to all this. Below are the contents of my.cnf in the etc  
folder. I do not have my.cnf in the datadir. I'm not sure if the  
configuration needs to change in this file and if I should have my.cnf in  
the datadir folder as well?










/etc/my.cnf




===




bash-3.2# more my.cnf




[mysqld]




datadir=/var/lib/mysql




socket=/var/lib/mysql/mysql.sock




user=mysql




# Default to using old password format for compatibility with mysql 3.x




# clients (those using the mysqlclient10 compatibility package).




old_passwords=1







[mysqld_safe]




log-error=/var/log/mysqld.log




pid-file=/var/run/mysqld/mysqld.pid




bash-3.2#
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[rt-users] RT privileged user cannot see 'Preferences'

[testwreq]

RT experts: We created a priviliged user so he can view tickets created by  
him and gave him access to one of the queues. When we login as him, we  
cannot see 'Preferences' tab on the right hand side of the screen. We  
wouuld like him to be able to change his password. What rights should be  
given for this?



Thanks, rq
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Re: [rt-users] RT privileged user cannot see 'Preferences'

[Jeff Voskamp]

On 08/11/2009 09:26 AM, testw...@gmail.com wrote:
> RT experts: We created a priviliged user so he can view tickets 
> created by him and gave him access to one of the queues. When we login 
> as him, we cannot see 'Preferences' tab on the right hand side of the 
> screen. We wouuld like him to be able to change his password. What 
> rights should be given for this?
>
>
> Thanks, rq
ModifySelf.

Jeff
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[rt-users] Unable to get AdminCC's to show or get scrips to execute

[Martin Dorschler]

RT 3.6.5
Under the specific queue as admin I have set 2 users as Administrative CC 
however when creating a new ticket in this queue they do not show in  AdminCC 
section.

Also in both global Scrips and per Queue scrips I have tried to set 2 simple 
scrips but they never seem to trigger. I only have one "Stage" available in 
Scrips which is TransactionCreate.
I feel I must be missing some general concept in how these are supposed to 
work, but cannot find my error in Docs or FAQ.
Specifics of Scrips follow. Any help greatly appreciated.

1st is to send an email to AdminCC's on queue change

Condition: User Defined
Custom Condition: On Queue Change
Action: Notify AdminCcs
Template: Global Template: Status Change
Stage: TransactionCreate

2nd is to notify an owner if a ticket is assigned to him

Condition: On Owner Change
Action: Notify Owner
Template: Global Template: Transaction
Stage: TransactionCreate



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Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

[Ken Crocker]

Martin,

Are you aware that the person that initiates the transaction (whether it 
be Queue change, create, whatever) does NOT get a notification. If I am 
the AdminCc and I create a ticket or change the Queue or whatever, I 
will NOT get an EMail. Reason, RT sees it as a redundant exercise. The 
Email is in history and you already know what you did. IF, however, you 
still want to get one, then change your configuration to turn on "Notify 
Actor". Hope this helps.


Kenn
LBNL

On 8/11/2009 7:29 AM, Martin Dorschler wrote:


RT 3.6.5

Under the specific queue as admin I have set 2 users as Administrative 
CC however when creating a new ticket in this queue they do not show 
in  AdminCC section.


 

Also in both global Scrips and per Queue scrips I have tried to set 2 
simple scrips but they never seem to trigger. I only have one "Stage" 
available in Scrips which is TransactionCreate.


I feel I must be missing some general concept in how these are 
supposed to work, but cannot find my error in Docs or FAQ.


Specifics of Scrips follow. Any help greatly appreciated.

 


1^st is to send an email to AdminCC's on queue change

 


Condition: User Defined

Custom Condition: On Queue Change

Action: Notify AdminCcs

Template: Global Template: Status Change

Stage: TransactionCreate

 


2^nd is to notify an owner if a ticket is assigned to him

 


Condition: On Owner Change

Action: Notify Owner

Template: Global Template: Transaction

Stage: TransactionCreate

 

 

 




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[rt-users] rt root password

[testwreq]

RT experts: How to change RT root password for the web interface?
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Re: [rt-users] rt root password

[John Arends]

testw...@gmail.com wrote:
> RT experts: How to change RT root password for the web interface? 

Log in as root and change the password like any other user?

Or is your problem that you don't know/forgot the RT password and are 
locked out?
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Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

[Ken Crocker]

Martin,

You set your RT_SiteConfig.pm to turn on "NotifyActor?

Kenn
LBNL

On 8/11/2009 8:18 AM, Martin Dorschler wrote:


Thanks for your response. I just tried enabling that however it does 
not seem to have made a difference. Also in history it does not show 
that the Scrip is occurring, that is it shows the following


 

# Tue Aug 11 08:36:34 2009  martin - Ticket 
created [Reply] [Comment]


Subject:   12345

Download (untitled) [text/plain 5b]

abcde

# Tue Aug 11 08:36:35 2009  RT_System - 
Outgoing email recorded  [Show]


# Tue Aug 11 10:18:26 2009  martin - Queue 
changed from City to Tuscom   

# Tue Aug 11 10:18:26 2009  martin - Given to 
martin


 


But no emails are sent either for changing queue or for changing owner

 


*From:* Ken Crocker [mailto:kfcroc...@lbl.gov]
*Sent:* Tuesday, August 11, 2009 10:08 AM
*To:* Martin Dorschler
*Cc:* rt-users@lists.bestpractical.com
*Subject:* Re: [rt-users] Unable to get AdminCC's to show or get 
scrips to execute


 


Martin,

Are you aware that the person that initiates the transaction (whether 
it be Queue change, create, whatever) does NOT get a notification. If 
I am the AdminCc and I create a ticket or change the Queue or 
whatever, I will NOT get an EMail. Reason, RT sees it as a redundant 
exercise. The Email is in history and you already know what you did. 
IF, however, you still want to get one, then change your configuration 
to turn on "Notify Actor". Hope this helps.


Kenn
LBNL

On 8/11/2009 7:29 AM, Martin Dorschler wrote:

RT 3.6.5

Under the specific queue as admin I have set 2 users as Administrative 
CC however when creating a new ticket in this queue they do not show 
in  AdminCC section.


 

Also in both global Scrips and per Queue scrips I have tried to set 2 
simple scrips but they never seem to trigger. I only have one "Stage" 
available in Scrips which is TransactionCreate.


I feel I must be missing some general concept in how these are 
supposed to work, but cannot find my error in Docs or FAQ.


Specifics of Scrips follow. Any help greatly appreciated.

 


1^st is to send an email to AdminCC's on queue change

 


Condition: User Defined

Custom Condition: On Queue Change

Action: Notify AdminCcs

Template: Global Template: Status Change

Stage: TransactionCreate

 


2^nd is to notify an owner if a ticket is assigned to him

 


Condition: On Owner Change

Action: Notify Owner

Template: Global Template: Transaction

Stage: TransactionCreate

 

 

 

 




  
 
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Re: [rt-users] performace is very slow on 3.8.2

[Ruslan Zakirov]

It's not a package, but a script and you probably have all deps it needs.

On Tue, Aug 11, 2009 at 4:32 PM,  wrote:
> Are there any specific settings for RT in my.cnf that I should try before
> installing any new packages?
>
> On Aug 11, 2009 2:33am, Aaron Guise  wrote:
>> MySQLtuner would be a good place to start.  MySQL is unfortunately not
>> configured optimally for RT in a default install.
>>
>> You can get it here
>>
>>
>>
>>
>>
>> Regards,
>>
>>
>> Aaron Guise
>>
>>
>>
>>
>>
>> 07 838 7793
>>
>>
>> 027
>>
>> 212 6638
>>
>>
>> aa...@guise.net.nz
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>> On Tue, Aug 11, 2009 at 1:57 AM, testw...@gmail.com> wrote:
>>
>>
>>
>>
>> Our RT is installed on Linux CentOS 5.3 server running Apache and uses
>> mysql. We just went live 2 days back with the website and RT on the same
>> server, and the performance is slow from day 1. This was not the case when
>> we were testing RT. Probabaly mysql is not configured well. We are pretty
>> new to all this. Below are the contents of my.cnf in the etc folder. I do
>> not have my.cnf in the datadir. I'm not sure if the configuration needs to
>> change in this file and if I should have my.cnf in the datadir folder as
>> well?
>>
>>
>>
>>
>>
>>
>>
>>
>> /etc/my.cnf
>>
>>
>> ===
>>
>>
>> bash-3.2# more my.cnf
>>
>>
>> [mysqld]
>>
>>
>> datadir=/var/lib/mysql
>>
>>
>> socket=/var/lib/mysql/mysql.sock
>>
>>
>> user=mysql
>>
>>
>> # Default to using old password format for compatibility with mysql 3.x
>>
>>
>> # clients (those using the mysqlclient10 compatibility package).
>>
>>
>> old_passwords=1
>>
>>
>>
>>
>>
>> [mysqld_safe]
>>
>>
>> log-error=/var/log/mysqld.log
>>
>>
>> pid-file=/var/run/mysqld/mysqld.pid
>>
>>
>> bash-3.2#
>> ___
>>
>>
>> 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
>>
>>
>>
>>
>>
> ___
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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] Unable to get AdminCC's to show or get scrips to execute

[Martin Dorschler]

I set my etc/request-tracker3.6/RT_SiteConfig.pm to
Set($NotifyActor, 1);
And copied it to /usr/share/request-tracker3.6/lib/RT/SiteConfig.pm

I just restarted apache and it now _IS_ sending an email for owner change (In 
fact it is sending it Twice! And logging it twice in history)
Progress, yes!

Still no email on queue change however
And still not populating the AdminCC


From: Ken Crocker [mailto:kfcroc...@lbl.gov]
Sent: Tuesday, August 11, 2009 11:19 AM
To: Martin Dorschler; rt Users
Subject: Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

Martin,

You set your RT_SiteConfig.pm to turn on "NotifyActor?

Kenn
LBNL

On 8/11/2009 8:18 AM, Martin Dorschler wrote:
Thanks for your response. I just tried enabling that however it does not seem 
to have made a difference. Also in history it does not show that the Scrip is 
occurring, that is it shows the following

# Tue Aug 11 08:36:34 2009  martin - Ticket created 
[Reply] [Comment]
Subject:   12345
Download (untitled) [text/plain 5b]
abcde
# Tue Aug 11 08:36:35 2009  RT_System - Outgoing email 
recorded  [Show]
# Tue Aug 11 10:18:26 2009  martin - Queue changed from 
City to Tuscom
# Tue Aug 11 10:18:26 2009  martin - Given to martin

But no emails are sent either for changing queue or for changing owner

From: Ken Crocker [mailto:kfcroc...@lbl.gov]
Sent: Tuesday, August 11, 2009 10:08 AM
To: Martin Dorschler
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

Martin,

Are you aware that the person that initiates the transaction (whether it be 
Queue change, create, whatever) does NOT get a notification. If I am the 
AdminCc and I create a ticket or change the Queue or whatever, I will NOT get 
an EMail. Reason, RT sees it as a redundant exercise. The Email is in history 
and you already know what you did. IF, however, you still want to get one, then 
change your configuration to turn on "Notify Actor". Hope this helps.

Kenn
LBNL

On 8/11/2009 7:29 AM, Martin Dorschler wrote:
RT 3.6.5
Under the specific queue as admin I have set 2 users as Administrative CC 
however when creating a new ticket in this queue they do not show in  AdminCC 
section.

Also in both global Scrips and per Queue scrips I have tried to set 2 simple 
scrips but they never seem to trigger. I only have one "Stage" available in 
Scrips which is TransactionCreate.
I feel I must be missing some general concept in how these are supposed to 
work, but cannot find my error in Docs or FAQ.
Specifics of Scrips follow. Any help greatly appreciated.

1st is to send an email to AdminCC's on queue change

Condition: User Defined
Custom Condition: On Queue Change
Action: Notify AdminCcs
Template: Global Template: Status Change
Stage: TransactionCreate

2nd is to notify an owner if a ticket is assigned to him

Condition: On Owner Change
Action: Notify Owner
Template: Global Template: Transaction
Stage: TransactionCreate
























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Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

[Martin Dorschler]

I got rid of the dupes by taking the Scrip off of the queue and just having it 
global.
I thought maybe  the On Queue Change would work if I added an AdminCC to the 
ticket but still no go.
Is there something I have to set in the config for "On Queue Change" to work as 
a custom condition?

From: Martin Dorschler
Sent: Tuesday, August 11, 2009 11:56 AM
To: 'Ken Crocker'; rt Users
Subject: RE: [rt-users] Unable to get AdminCC's to show or get scrips to execute

I set my etc/request-tracker3.6/RT_SiteConfig.pm to
Set($NotifyActor, 1);
And copied it to /usr/share/request-tracker3.6/lib/RT/SiteConfig.pm

I just restarted apache and it now _IS_ sending an email for owner change (In 
fact it is sending it Twice! And logging it twice in history)
Progress, yes!

Still no email on queue change however
And still not populating the AdminCC


From: Ken Crocker [mailto:kfcroc...@lbl.gov]
Sent: Tuesday, August 11, 2009 11:19 AM
To: Martin Dorschler; rt Users
Subject: Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

Martin,

You set your RT_SiteConfig.pm to turn on "NotifyActor?

Kenn
LBNL

On 8/11/2009 8:18 AM, Martin Dorschler wrote:
Thanks for your response. I just tried enabling that however it does not seem 
to have made a difference. Also in history it does not show that the Scrip is 
occurring, that is it shows the following

# Tue Aug 11 08:36:34 2009  martin - Ticket created 
[Reply] [Comment]
Subject:   12345
Download (untitled) [text/plain 5b]
abcde
# Tue Aug 11 08:36:35 2009  RT_System - Outgoing email 
recorded  [Show]
# Tue Aug 11 10:18:26 2009  martin - Queue changed from 
City to Tuscom
# Tue Aug 11 10:18:26 2009  martin - Given to martin

But no emails are sent either for changing queue or for changing owner

From: Ken Crocker [mailto:kfcroc...@lbl.gov]
Sent: Tuesday, August 11, 2009 10:08 AM
To: Martin Dorschler
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

Martin,

Are you aware that the person that initiates the transaction (whether it be 
Queue change, create, whatever) does NOT get a notification. If I am the 
AdminCc and I create a ticket or change the Queue or whatever, I will NOT get 
an EMail. Reason, RT sees it as a redundant exercise. The Email is in history 
and you already know what you did. IF, however, you still want to get one, then 
change your configuration to turn on "Notify Actor". Hope this helps.

Kenn
LBNL

On 8/11/2009 7:29 AM, Martin Dorschler wrote:
RT 3.6.5
Under the specific queue as admin I have set 2 users as Administrative CC 
however when creating a new ticket in this queue they do not show in  AdminCC 
section.

Also in both global Scrips and per Queue scrips I have tried to set 2 simple 
scrips but they never seem to trigger. I only have one "Stage" available in 
Scrips which is TransactionCreate.
I feel I must be missing some general concept in how these are supposed to 
work, but cannot find my error in Docs or FAQ.
Specifics of Scrips follow. Any help greatly appreciated.

1st is to send an email to AdminCC's on queue change

Condition: User Defined
Custom Condition: On Queue Change
Action: Notify AdminCcs
Template: Global Template: Status Change
Stage: TransactionCreate

2nd is to notify an owner if a ticket is assigned to him

Condition: On Owner Change
Action: Notify Owner
Template: Global Template: Transaction
Stage: TransactionCreate
































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[rt-users] Custom My Day Page

[Joel Hartshorn]

I would like to add a tool to RT for entering some simple day. 
I would like to start with a copy of the MyDay.html tool and change the
status searched for to resolved. This page would live under Tools next to
the My Day page.
Is this possible, and/or feasable? 
Thanks, 
Joel Hartshorn
Internet Engineer/New Media
The Seattle Times Company
206 464 2323
nwsource.com | seattletimes.com 



smime.p7s
Description: S/MIME cryptographic signature
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Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

[Ken Crocker]

Martin,

Is it sending out a notification at all? If so, is it sending to the 
"TO" Queue" or to the "FROM" Queue? I'm thinking it sends to the "TO" 
Queue. We have a Global Scrip that does this and it sends a notice to 
the AdminCc of the "TO" Queue (as long as the actor is not the trans 
initiator).


Kenn
LBNL

On 8/11/2009 11:12 AM, Martin Dorschler wrote:


I got rid of the dupes by taking the Scrip off of the queue and just 
having it global.


I thought maybe  the On Queue Change would work if I added an AdminCC 
to the ticket but still no go.


Is there something I have to set in the config for "On Queue Change" 
to work as a custom condition?


 


*From:* Martin Dorschler
*Sent:* Tuesday, August 11, 2009 11:56 AM
*To:* 'Ken Crocker'; rt Users
*Subject:* RE: [rt-users] Unable to get AdminCC's to show or get 
scrips to execute


 


I set my etc/request-tracker3.6/RT_SiteConfig.pm to

Set($NotifyActor, 1);  


And copied it to /usr/share/request-tracker3.6/lib/RT/SiteConfig.pm

 

I just restarted apache and it now _/IS/_ sending an email for owner 
change (In fact it is sending it Twice! And logging it twice in history)


Progress, yes!

 


Still no email on queue change however

And still not populating the AdminCC

 

 


*From:* Ken Crocker [mailto:kfcroc...@lbl.gov]
*Sent:* Tuesday, August 11, 2009 11:19 AM
*To:* Martin Dorschler; rt Users
*Subject:* Re: [rt-users] Unable to get AdminCC's to show or get 
scrips to execute


 


Martin,

You set your RT_SiteConfig.pm to turn on "NotifyActor?

Kenn
LBNL

On 8/11/2009 8:18 AM, Martin Dorschler wrote:

Thanks for your response. I just tried enabling that however it does 
not seem to have made a difference. Also in history it does not show 
that the Scrip is occurring, that is it shows the following


 

# Tue Aug 11 08:36:34 2009  martin - Ticket 
created [Reply] [Comment]


Subject:   12345

Download (untitled) [text/plain 5b]

abcde

# Tue Aug 11 08:36:35 2009  RT_System - 
Outgoing email recorded  [Show]


# Tue Aug 11 10:18:26 2009  martin - Queue 
changed from City to Tuscom   

# Tue Aug 11 10:18:26 2009  martin - Given to 
martin


 


But no emails are sent either for changing queue or for changing owner

 


*From:* Ken Crocker [mailto:kfcroc...@lbl.gov]
*Sent:* Tuesday, August 11, 2009 10:08 AM
*To:* Martin Dorschler
*Cc:* rt-users@lists.bestpractical.com 

*Subject:* Re: [rt-users] Unable to get AdminCC's to show or get 
scrips to execute


 


Martin,

Are you aware that the person that initiates the transaction (whether 
it be Queue change, create, whatever) does NOT get a notification. If 
I am the AdminCc and I create a ticket or change the Queue or 
whatever, I will NOT get an EMail. Reason, RT sees it as a redundant 
exercise. The Email is in history and you already know what you did. 
IF, however, you still want to get one, then change your configuration 
to turn on "Notify Actor". Hope this helps.


Kenn
LBNL

On 8/11/2009 7:29 AM, Martin Dorschler wrote:

RT 3.6.5

Under the specific queue as admin I have set 2 users as Administrative 
CC however when creating a new ticket in this queue they do not show 
in  AdminCC section.


 

Also in both global Scrips and per Queue scrips I have tried to set 2 
simple scrips but they never seem to trigger. I only have one "Stage" 
available in Scrips which is TransactionCreate.


I feel I must be missing some general concept in how these are 
supposed to work, but cannot find my error in Docs or FAQ.


Specifics of Scrips follow. Any help greatly appreciated.

 


1^st is to send an email to AdminCC's on queue change

 


Condition: User Defined

Custom Condition: On Queue Change

Action: Notify AdminCcs

Template: Global Template: Status Change

Stage: TransactionCreate

 


2^nd is to notify an owner if a ticket is assigned to him

 


Condition: On Owner Change

Action: Notify Owner

Template: Global Template: Transaction

Stage: TransactionCreate

 

 

 

 
 
 
 




  
 
 
 
 
  
 
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Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

[Martin Dorschler]

It does not log sending a notification at all.

From: Ken Crocker [mailto:kfcroc...@lbl.gov]
Sent: Tuesday, August 11, 2009 1:23 PM
To: Martin Dorschler
Cc: rt Users
Subject: Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

Martin,

Is it sending out a notification at all? If so, is it sending to the "TO" 
Queue" or to the "FROM" Queue? I'm thinking it sends to the "TO" Queue. We have 
a Global Scrip that does this and it sends a notice to the AdminCc of the "TO" 
Queue (as long as the actor is not the trans initiator).

Kenn
LBNL

On 8/11/2009 11:12 AM, Martin Dorschler wrote:
I got rid of the dupes by taking the Scrip off of the queue and just having it 
global.
I thought maybe  the On Queue Change would work if I added an AdminCC to the 
ticket but still no go.
Is there something I have to set in the config for "On Queue Change" to work as 
a custom condition?

From: Martin Dorschler
Sent: Tuesday, August 11, 2009 11:56 AM
To: 'Ken Crocker'; rt Users
Subject: RE: [rt-users] Unable to get AdminCC's to show or get scrips to execute

I set my etc/request-tracker3.6/RT_SiteConfig.pm to
Set($NotifyActor, 1);
And copied it to /usr/share/request-tracker3.6/lib/RT/SiteConfig.pm

I just restarted apache and it now _IS_ sending an email for owner change (In 
fact it is sending it Twice! And logging it twice in history)
Progress, yes!

Still no email on queue change however
And still not populating the AdminCC


From: Ken Crocker [mailto:kfcroc...@lbl.gov]
Sent: Tuesday, August 11, 2009 11:19 AM
To: Martin Dorschler; rt Users
Subject: Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

Martin,

You set your RT_SiteConfig.pm to turn on "NotifyActor?

Kenn
LBNL

On 8/11/2009 8:18 AM, Martin Dorschler wrote:
Thanks for your response. I just tried enabling that however it does not seem 
to have made a difference. Also in history it does not show that the Scrip is 
occurring, that is it shows the following

# Tue Aug 11 08:36:34 2009  martin - Ticket created 
[Reply] [Comment]
Subject:   12345
Download (untitled) [text/plain 5b]
abcde
# Tue Aug 11 08:36:35 2009  RT_System - Outgoing email 
recorded  [Show]
# Tue Aug 11 10:18:26 2009  martin - Queue changed from 
City to Tuscom
# Tue Aug 11 10:18:26 2009  martin - Given to martin

But no emails are sent either for changing queue or for changing owner

From: Ken Crocker [mailto:kfcroc...@lbl.gov]
Sent: Tuesday, August 11, 2009 10:08 AM
To: Martin Dorschler
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

Martin,

Are you aware that the person that initiates the transaction (whether it be 
Queue change, create, whatever) does NOT get a notification. If I am the 
AdminCc and I create a ticket or change the Queue or whatever, I will NOT get 
an EMail. Reason, RT sees it as a redundant exercise. The Email is in history 
and you already know what you did. IF, however, you still want to get one, then 
change your configuration to turn on "Notify Actor". Hope this helps.

Kenn
LBNL

On 8/11/2009 7:29 AM, Martin Dorschler wrote:
RT 3.6.5
Under the specific queue as admin I have set 2 users as Administrative CC 
however when creating a new ticket in this queue they do not show in  AdminCC 
section.

Also in both global Scrips and per Queue scrips I have tried to set 2 simple 
scrips but they never seem to trigger. I only have one "Stage" available in 
Scrips which is TransactionCreate.
I feel I must be missing some general concept in how these are supposed to 
work, but cannot find my error in Docs or FAQ.
Specifics of Scrips follow. Any help greatly appreciated.

1st is to send an email to AdminCC's on queue change

Condition: User Defined
Custom Condition: On Queue Change
Action: Notify AdminCcs
Template: Global Template: Status Change
Stage: TransactionCreate

2nd is to notify an owner if a ticket is assigned to him

Condition: On Owner Change
Action: Notify Owner
Template: Global Template: Transaction
Stage: TransactionCreate








































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Re: [rt-users] Date/Time display question

[0graham0]

Ruslan Zakirov wrote:
> 
> 
> It's very unpleasant to say but IMHO $Timezone config option never
> worked as expected. Environment variable TZ works. You can define it
> for RT's web-server processes only.
> 
> 

Is it possible to clarify how to set TZ for RT's web-server processes only?
I currently have Set($Timezone , 'US/Eastern'); in my RT_SiteConfig.pm file.
When I go to RT Preferences I see the system default time in UTC. I am
running RT 3.8.4 off a server running ubuntu 9.04 with the system clock set
to EST. In the terminal I ran "export TZ=US/Eastern" and then restarted
Apache, but the RT system default time remains at UTC.
-- 
View this message in context: 
http://www.nabble.com/Date-Time-display-question-tp1296606p24922125.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

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Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

[Ken Crocker]

Martin,

You got me. The only time I have ever had a notification not go out was 
when the conditions weren't right. If other notification scrips are 
working, then other than "desk-checking" your conditions and making sure 
they match, I don't have anything else to offer. Sorry.


Kenn
LBNL

On 8/11/2009 11:25 AM, Martin Dorschler wrote:


It does not log sending a notification at all.

 


*From:* Ken Crocker [mailto:kfcroc...@lbl.gov]
*Sent:* Tuesday, August 11, 2009 1:23 PM
*To:* Martin Dorschler
*Cc:* rt Users
*Subject:* Re: [rt-users] Unable to get AdminCC's to show or get 
scrips to execute


 


Martin,

Is it sending out a notification at all? If so, is it sending to the 
"TO" Queue" or to the "FROM" Queue? I'm thinking it sends to the "TO" 
Queue. We have a Global Scrip that does this and it sends a notice to 
the AdminCc of the "TO" Queue (as long as the actor is not the trans 
initiator).


Kenn
LBNL

On 8/11/2009 11:12 AM, Martin Dorschler wrote:

I got rid of the dupes by taking the Scrip off of the queue and just 
having it global.


I thought maybe  the On Queue Change would work if I added an AdminCC 
to the ticket but still no go.


Is there something I have to set in the config for "On Queue Change" 
to work as a custom condition?


 


*From:* Martin Dorschler
*Sent:* Tuesday, August 11, 2009 11:56 AM
*To:* 'Ken Crocker'; rt Users
*Subject:* RE: [rt-users] Unable to get AdminCC's to show or get 
scrips to execute


 


I set my etc/request-tracker3.6/RT_SiteConfig.pm to

Set($NotifyActor, 1);  


And copied it to /usr/share/request-tracker3.6/lib/RT/SiteConfig.pm

 

I just restarted apache and it now _/IS/_ sending an email for owner 
change (In fact it is sending it Twice! And logging it twice in history)


Progress, yes!

 


Still no email on queue change however

And still not populating the AdminCC

 

 


*From:* Ken Crocker [mailto:kfcroc...@lbl.gov]
*Sent:* Tuesday, August 11, 2009 11:19 AM
*To:* Martin Dorschler; rt Users
*Subject:* Re: [rt-users] Unable to get AdminCC's to show or get 
scrips to execute


 


Martin,

You set your RT_SiteConfig.pm to turn on "NotifyActor?

Kenn
LBNL

On 8/11/2009 8:18 AM, Martin Dorschler wrote:

Thanks for your response. I just tried enabling that however it does 
not seem to have made a difference. Also in history it does not show 
that the Scrip is occurring, that is it shows the following


 

# Tue Aug 11 08:36:34 2009  martin - Ticket 
created [Reply] [Comment]


Subject:   12345

Download (untitled) [text/plain 5b]

abcde

# Tue Aug 11 08:36:35 2009  RT_System - 
Outgoing email recorded  [Show]


# Tue Aug 11 10:18:26 2009  martin - Queue 
changed from City to Tuscom   

# Tue Aug 11 10:18:26 2009  martin - Given to 
martin


 


But no emails are sent either for changing queue or for changing owner

 


*From:* Ken Crocker [mailto:kfcroc...@lbl.gov]
*Sent:* Tuesday, August 11, 2009 10:08 AM
*To:* Martin Dorschler
*Cc:* rt-users@lists.bestpractical.com 

*Subject:* Re: [rt-users] Unable to get AdminCC's to show or get 
scrips to execute


 


Martin,

Are you aware that the person that initiates the transaction (whether 
it be Queue change, create, whatever) does NOT get a notification. If 
I am the AdminCc and I create a ticket or change the Queue or 
whatever, I will NOT get an EMail. Reason, RT sees it as a redundant 
exercise. The Email is in history and you already know what you did. 
IF, however, you still want to get one, then change your configuration 
to turn on "Notify Actor". Hope this helps.


Kenn
LBNL

On 8/11/2009 7:29 AM, Martin Dorschler wrote:

RT 3.6.5

Under the specific queue as admin I have set 2 users as Administrative 
CC however when creating a new ticket in this queue they do not show 
in  AdminCC section.


 

Also in both global Scrips and per Queue scrips I have tried to set 2 
simple scrips but they never seem to trigger. I only have one "Stage" 
available in Scrips which is TransactionCreate.


I feel I must be missing some general concept in how these are 
supposed to work, but cannot find my error in Docs or FAQ.


Specifics of Scrips follow. Any help greatly appreciated.

 


1^st is to send an email to AdminCC's on queue change

 


Condition: User Defined

Custom Condition: On Queue Change

Action: Notify AdminCcs

Template: Global Template: Status Change

Stage: TransactionCreate

 


2^nd is to notify an owner if a ticket is assigned to him

 


Condition: On Owner Change

Action: Notify Owner

Template: Global Template: Transaction

Stage: TransactionCreate

 

 

 

 
 
 
 
 




  
 
 
  
 
 
 
 
  
 
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Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

[Martin Dorschler]

You got me going with the Owner notification which I greatly appreciate. I will 
keep digging at the On Queue Change.

Thanks for your help

From: Ken Crocker [mailto:kfcroc...@lbl.gov]
Sent: Tuesday, August 11, 2009 1:59 PM
To: Martin Dorschler
Cc: rt Users
Subject: Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

Martin,

You got me. The only time I have ever had a notification not go out was when 
the conditions weren't right. If other notification scrips are working, then 
other than "desk-checking" your conditions and making sure they match, I don't 
have anything else to offer. Sorry.

Kenn
LBNL

On 8/11/2009 11:25 AM, Martin Dorschler wrote:
It does not log sending a notification at all.

From: Ken Crocker [mailto:kfcroc...@lbl.gov]
Sent: Tuesday, August 11, 2009 1:23 PM
To: Martin Dorschler
Cc: rt Users
Subject: Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

Martin,

Is it sending out a notification at all? If so, is it sending to the "TO" 
Queue" or to the "FROM" Queue? I'm thinking it sends to the "TO" Queue. We have 
a Global Scrip that does this and it sends a notice to the AdminCc of the "TO" 
Queue (as long as the actor is not the trans initiator).

Kenn
LBNL

On 8/11/2009 11:12 AM, Martin Dorschler wrote:
I got rid of the dupes by taking the Scrip off of the queue and just having it 
global.
I thought maybe  the On Queue Change would work if I added an AdminCC to the 
ticket but still no go.
Is there something I have to set in the config for "On Queue Change" to work as 
a custom condition?

From: Martin Dorschler
Sent: Tuesday, August 11, 2009 11:56 AM
To: 'Ken Crocker'; rt Users
Subject: RE: [rt-users] Unable to get AdminCC's to show or get scrips to execute

I set my etc/request-tracker3.6/RT_SiteConfig.pm to
Set($NotifyActor, 1);
And copied it to /usr/share/request-tracker3.6/lib/RT/SiteConfig.pm

I just restarted apache and it now _IS_ sending an email for owner change (In 
fact it is sending it Twice! And logging it twice in history)
Progress, yes!

Still no email on queue change however
And still not populating the AdminCC


From: Ken Crocker [mailto:kfcroc...@lbl.gov]
Sent: Tuesday, August 11, 2009 11:19 AM
To: Martin Dorschler; rt Users
Subject: Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

Martin,

You set your RT_SiteConfig.pm to turn on "NotifyActor?

Kenn
LBNL

On 8/11/2009 8:18 AM, Martin Dorschler wrote:
Thanks for your response. I just tried enabling that however it does not seem 
to have made a difference. Also in history it does not show that the Scrip is 
occurring, that is it shows the following

# Tue Aug 11 08:36:34 2009  martin - Ticket created 
[Reply] [Comment]
Subject:   12345
Download (untitled) [text/plain 5b]
abcde
# Tue Aug 11 08:36:35 2009  RT_System - Outgoing email 
recorded  [Show]
# Tue Aug 11 10:18:26 2009  martin - Queue changed from 
City to Tuscom
# Tue Aug 11 10:18:26 2009  martin - Given to martin

But no emails are sent either for changing queue or for changing owner

From: Ken Crocker [mailto:kfcroc...@lbl.gov]
Sent: Tuesday, August 11, 2009 10:08 AM
To: Martin Dorschler
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

Martin,

Are you aware that the person that initiates the transaction (whether it be 
Queue change, create, whatever) does NOT get a notification. If I am the 
AdminCc and I create a ticket or change the Queue or whatever, I will NOT get 
an EMail. Reason, RT sees it as a redundant exercise. The Email is in history 
and you already know what you did. IF, however, you still want to get one, then 
change your configuration to turn on "Notify Actor". Hope this helps.

Kenn
LBNL

On 8/11/2009 7:29 AM, Martin Dorschler wrote:
RT 3.6.5
Under the specific queue as admin I have set 2 users as Administrative CC 
however when creating a new ticket in this queue they do not show in  AdminCC 
section.

Also in both global Scrips and per Queue scrips I have tried to set 2 simple 
scrips but they never seem to trigger. I only have one "Stage" available in 
Scrips which is TransactionCreate.
I feel I must be missing some general concept in how these are supposed to 
work, but cannot find my error in Docs or FAQ.
Specifics of Scrips follow. Any help greatly appreciated.

1st is to send an email to AdminCC's on queue change

Condition: User Defined
Custom Condition: On Queue Change
Action: Notify AdminCcs
Template: Global Template: Status Change
Stage: TransactionCreate

2nd is to notify an owner if a ticket is assigned to him

Condition: On Owner Change
Action: Notify Owner
Template: Global Template: Transaction
Stage: TransactionCreate

Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

[Martin Dorschler]

Upon digging further I find the following error in the syslog

Aug 11 16:51:30 requesttracker RT: Scrip 15 IsApplicable failed: Bareword 
"Change" not allowed while "strict subs" in use at (eval 1380) line 1. 
(/usr/share/request-tracker3.6/lib/RT/Condition/UserDefined.pm:69)

If I comment out Use Strict in UserDefined.pm I then get
Aug 11 16:59:06 requesttracker RT: Scrip 15 IsApplicable failed: Can't locate 
object method "On" via package "Queue" (perhaps you forgot to load "Queue"?) at 
(eval 631) line 1.  Stack:  

It looks as though it is trying to interpret it as raw perl. Am I supposed to 
be including an addon somewhere for On Queue Change?
Is On Queue Change the only thing I need to put in Custom Condition: ?












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Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

[Ken Crocker]

Martin,

I suspect that RT is not allowing you to change the Queue for the 
ticket. That would also explain why you didn't get an email, it never 
completed the transaction. Check your rights. In order to move a ticket 
to a Queue, you have to have the "CreateTicket" right in that new Queue.


Kenn
LBNL

On 8/11/2009 3:00 PM, Martin Dorschler wrote:


Upon digging further I find the following error in the syslog

 

Aug 11 16:51:30 requesttracker RT: Scrip 15 IsApplicable failed: 
Bareword "Change" not allowed while "strict subs" in use at (eval 
1380) line 1. 
(/usr/share/request-tracker3.6/lib/RT/Condition/UserDefined.pm:69) 

 


If I comment out Use Strict in UserDefined.pm I then get

Aug 11 16:59:06 requesttracker RT: Scrip 15 IsApplicable failed: Can't 
locate object method "On" via package "Queue" (perhaps you forgot to 
load "Queue"?) at (eval 631) line 1.  Stack:  


 

It looks as though it is trying to interpret it as raw perl. Am I 
supposed to be including an addon somewhere for On Queue Change?


Is On Queue Change the only thing I need to put in Custom Condition: ?

 
  
 
 
 
 



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Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

[Martin Dorschler]

But the queue does change :) and it looks like from the syslog that it tries to 
trigger the action but then encounters that error



On Aug 11, 2009, at 6:22 PM, "Ken Crocker" 
mailto:kfcroc...@lbl.gov>> wrote:

Martin,

I suspect that RT is not allowing you to change the Queue for the ticket. That 
would also explain why you didn't get an email, it never completed the 
transaction. Check your rights. In order to move a ticket to a Queue, you have 
to have the "CreateTicket" right in that new Queue.

Kenn
LBNL

On 8/11/2009 3:00 PM, Martin Dorschler wrote:
Upon digging further I find the following error in the syslog

Aug 11 16:51:30 requesttracker RT: Scrip 15 IsApplicable failed: Bareword 
"Change" not allowed while "strict subs" in use at (eval 1380) line 1. 
(/usr/share/request-tracker3.6/lib/RT/Condition/UserDefined.pm:69)

If I comment out Use Strict in UserDefined.pm I then get
Aug 11 16:59:06 requesttracker RT: Scrip 15 IsApplicable failed: Can't locate 
object method "On" via package "Queue" (perhaps you forgot to load "Queue"?) at 
(eval 631) line 1.  Stack:  <….SNIP>

It looks as though it is trying to interpret it as raw perl. Am I supposed to 
be including an addon somewhere for On Queue Change?
Is On Queue Change the only thing I need to put in Custom Condition: ?















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[rt-users] QueryBuilder: find where LastUpdatedBy 'unprivileged'

[Allen]

We would like to make a Saved Search that will show us all tickets
where LastUpdatedBy was a client as opposed to one of our support
staff.

What would the correct TicketSQL be to get something like:

(Status = 'open' OR Status = 'new' ) AND (  Owner = '__CurrentUser__' ) AND
(
  LastUpdatedBy IS AN UNPRIVILEGED USER
  OR
  LastUpdatedBy.User.Email Not like '@ourdomain.com'
)

Is such a query possible in TicketSQL?

I searched the web and could only find an announcement of release
3.6.7 where one of the change notes was:

"* add id to the list of users' properties you can search by [ruz]"

but I don't know how one actually searches on a user's property in the
QueryBuilder.
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