[rt-users] users do not see All latest unowned tickets, just few
Hello. We have some small issue, and we don't know how to fix it. In RT 3.8.4, we have 10 Queues, for different support teams. Each support team is able to see only his tickets and his queue. Now the example: In the RT we have 300 unowned tickets together, within all support teams. And now, when some agent from some team logs into RT, he does see only for example 2 new tickets in the 30 newest unowned tickets even if he should see 10. The problem is, that in the 30 newest unowned tickets there are 30 tickets from all queues. Me as an admin, I can see all tickets, and the users should see only their last 30 unowned tickets on the home page. But it works now like this. The agent see only 2 on the main page, and when he clicks on the link on 30 newest unowned tickets, on the page he see next 4 tickets, but on the bottom there are 10 pages, so when he clicks on next page, he see another 2, and so ... How to set the RT so, that each support team will see their last 30 unowned tickets on the main page which will not be affected by another unowned tickets from other teams. So if there is together 300 unonwned tickets for all teams, then each team will be able to see last 30 tickets on main page. See the pictures below. On the main page we see 2 tickets, but hittint the 30 tickets we got search result, where it found 752 tickets, but those are tickets from other teams, and those 7 other tickets even they are not owned and not very old are not displayed on main page. http://old.nabble.com/file/p27335366/Snap1.jpg Snap1.jpg http://old.nabble.com/file/p27335366/Snap2.jpg Snap2.jpg Here is the picture from my view, as an ADMIN. So I see all tickets (also all last 30 tickets) and all queues. http://old.nabble.com/file/p27335366/Snap3.jpg Snap3.jpg -- View this message in context: http://old.nabble.com/users-do-not-see-All-latest-unowned-tickets%2C-just-few-tp27335366p27335366.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] users do not see All latest unowned tickets, just few
Hello, Mirosalv. Read carefuly description of the UseSQLForACLChecks option in the config. In some cases I suspect it can slow down system and in some it can greatly improve. If your case is slowdown then we would like to know more about your setup and may be would be able to fix. On Wed, Jan 27, 2010 at 11:06 AM, Miroslav Horvath aveng...@atlas.sk wrote: Hello. We have some small issue, and we don't know how to fix it. In RT 3.8.4, we have 10 Queues, for different support teams. Each support team is able to see only his tickets and his queue. Now the example: In the RT we have 300 unowned tickets together, within all support teams. And now, when some agent from some team logs into RT, he does see only for example 2 new tickets in the 30 newest unowned tickets even if he should see 10. The problem is, that in the 30 newest unowned tickets there are 30 tickets from all queues. Me as an admin, I can see all tickets, and the users should see only their last 30 unowned tickets on the home page. But it works now like this. The agent see only 2 on the main page, and when he clicks on the link on 30 newest unowned tickets, on the page he see next 4 tickets, but on the bottom there are 10 pages, so when he clicks on next page, he see another 2, and so ... How to set the RT so, that each support team will see their last 30 unowned tickets on the main page which will not be affected by another unowned tickets from other teams. So if there is together 300 unonwned tickets for all teams, then each team will be able to see last 30 tickets on main page. See the pictures below. On the main page we see 2 tickets, but hittint the 30 tickets we got search result, where it found 752 tickets, but those are tickets from other teams, and those 7 other tickets even they are not owned and not very old are not displayed on main page. http://old.nabble.com/file/p27335366/Snap1.jpg Snap1.jpg http://old.nabble.com/file/p27335366/Snap2.jpg Snap2.jpg Here is the picture from my view, as an ADMIN. So I see all tickets (also all last 30 tickets) and all queues. http://old.nabble.com/file/p27335366/Snap3.jpg Snap3.jpg -- View this message in context: http://old.nabble.com/users-do-not-see-All-latest-unowned-tickets%2C-just-few-tp27335366p27335366.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Question on added status values
On Wed, Jan 27, 2010 at 2:03 AM, Ken Crocker kfcroc...@lbl.gov wrote: To list, We are on RT 3.6.4 and testing 3.8.7. We added two ticket status values in 3.6.4 by modifying the RT_SiteConfig.pm file. It worked fine. I did the same for our 3.8.7 version and I cannot see those values. Is there something else I have to do to make those values available? No, there is no additional steps required. Except server restart. Syntax for the config is slightly different. Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Make requester field blank on opening a ticket
On Wed, Jan 27, 2010 at 2:22 AM, Michael Neuschafer mneuscha...@nationalstoresinc.com wrote: Is there a way to make requester field blank on opening a ticket. When I go and create a ticket my email addy is in the requester field. Hello, Mechael. With a tiny hack in share/html/Create.html, grep for Requestors. I think it's abvious what you should delete there. Thanks, -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] users do not see All latest unowned tickets, just few
Hi Russlan. Thanks for the help, especially from the guy who helped our company in the y2009, when've made an order and paid for a single incident in RT :-) So now, we set this SQL to 1, the results are now fixed, which is excelent. There is no performance degradation or other issues, so it's fine. Just for overview(maybe that's the reason why there's no performance degradation): System: Fedora CORE 8, kernel 2.6.26, 64 bit 2.6.26.8-57.fc8 #1 SMP Thu Dec 18 18:59:49 EST 2008 x86_64 x86_64 x86_64 GNU/Linux SQL: mysql Ver 14.12 Distrib 5.0.45, for redhat-linux-gnu (x86_64) using readline 5.0 Server: HP DL380G5, Intel Xeon E5450 64bit Quad Core 3Ghz, 16GB RAM 2x HP146GB 10k 2.5 SAS HDD in RAID 1+0. -- View this message in context: http://old.nabble.com/users-do-not-see-All-latest-unowned-tickets%2C-just-few-tp27335366p27335618.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] 403 Forbidden
Hi, fellows. Any idea what that means? (Excerpt from my mail.log) temporary failure. Command output: Connecting to https://rtracker.rt.pop-sp.rnp.br/rt//REST/1.0/NoAuth/mail-gateway at /usr/bin/rt-mailgate-3.6 line 102, line 1. An Error Occurred = 403 Forbidden This is /usr/bin/rt-mailgate-3.6 exiting because of an undefined server error at /usr/bin/rt-mailgate-3.6 line 150, line 1. Hugs, -- Wagner Pereira PoP-SP/RNP - Ponto de Presença da RNP em São Paulo CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo http://www.pop-sp.rnp.br Tel. (11) 3091-8901 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] New error in mail.log
Hey, folks.
Can someone help me out?
I've changed the /etc/aliases file, pointing to the right path, I guess,
and now:
Jan 27 09:41:04 rtracker postfix/smtpd[3789]: connect from
kliper.pop-sp.rnp.br[200.133.192.62]
Jan 27 09:41:04 rtracker postfix/smtpd[3789]: 6BE8D24FD7:
client=kliper.pop-sp.rnp.br[200.133.192.62]
Jan 27 09:41:04 rtracker postfix/cleanup[3792]: 6BE8D24FD7:
message-id=4b60262f.1060...@pop-sp.rnp.br
Jan 27 09:41:04 rtracker postfix/qmgr[2112]: 6BE8D24FD7:
from=wpere...@pop-sp.rnp.br, size=762, nrcpt=1 (queue active)
Jan 27 09:41:04 rtracker postfix/local[3793]: 6BE8D24FD7:
to=r...@rtracker.rt.pop-sp.rnp.br, relay=local, delay=0.13,
delays=0.06/0/0/0.06, dsn=5.3.0, status=bounced (Command died with
status 2:
/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway --queue
general --action correspond --url https://rtracker.rt.pop-sp.rnp.br/rt/
--debug. Command output:
/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 1:
fg: no job control
/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 2:
fg: no job control
/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 3:
fg: no job control
/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 4:
fg: no job control
/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 5:
syntax error near unexpected token `('
/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 5:
`%# This software is Copyright (c) 1996-2008 Best Practical Solutions,
LLC ' )
Jan 27 09:41:04 rtracker postfix/cleanup[3792]: 87D4724FDE:
message-id=20100127114104.87d4724...@rtracker.rt.pop-sp.rnp.br
Jan 27 09:41:04 rtracker postfix/qmgr[2112]: 87D4724FDE: from=,
size=4221, nrcpt=1 (queue active)
Jan 27 09:41:04 rtracker postfix/bounce[3804]: 6BE8D24FD7: sender
non-delivery notification: 87D4724FDE
Jan 27 09:41:04 rtracker postfix/qmgr[2112]: 6BE8D24FD7: removed
Jan 27 09:41:04 rtracker postfix/smtp[3806]: 87D4724FDE:
to=wpere...@pop-sp.rnp.br,
relay=kliper.pop-sp.rnp.br[200.133.192.62]:25, delay=0.16,
delays=0.01/0.05/0.01/0.09, dsn=2.0.0, status=sent (250 Ok.
4B602650.4CCC)
Jan 27 09:41:04 rtracker postfix/qmgr[2112]: 87D4724FDE: removed
Jan 27 09:42:04 rtracker postfix/smtpd[3789]: disconnect from
kliper.pop-sp.rnp.br[200.133.192.62]
Thanks a lot.
--
Wagner Pereira
PoP-SP/RNP - Ponto de Presença da RNP em São Paulo
CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo
http://www.pop-sp.rnp.br
Tel. (11) 3091-8901
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Re: [rt-users] mail-gateway
rt-mailgate is correct should look like this: local.mailpart: |/path/to/your/rt/bin/rt-mailgate --queue CorrectQueueName --action correspond --url http://your.rt.com; Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -Urspruengliche Nachricht- Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Wagner Pereira Gesendet: Mittwoch, 27. Januar 2010 13:30 An: RT-Users@lists.bestpractical.com Betreff: [rt-users] mail-gateway Hi, Where should I point my /etc/aliases for? |/usr/bin/rt-mailgate-3.6 or |/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway In each one of them I get a different log in mail.log -- Wagner Pereira PoP-SP/RNP - Ponto de Presença da RNP em São Paulo CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo http://www.pop-sp.rnp.br Tel. (11) 3091-8901 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Adding comment on On Create ?
Hi,
I'm trying to modify On Create Autoreply To Requestors scrip to
detect invalid email addresses and disable autoreply for those
tickets (we have bunch of web-forms - buggy addresses).
What I have now is basically something like this (I also check that
the queue is where I want to have autoreply):
if ($self-TransactionObj-Type ne 'Create') {
return 0;
}
# Extract requestor address
my $requestor = lc($self-TicketObj-RequestorAddresses);
# Empty requestor
if (! defined($requestor)) {
return 1;
}
my $addrok = 0;
eval {
use Email::Valid;
$addrok = Email::Valid-address(
-address = $requestor,
-mxcheck = 1,
-tldcheck = 1,
-fqdn = 1 );
};
# Eval failed ... what to do ?
if ($@) {
return 1;
}
if (!$addrok) {
$RT::Logger-info(No autoreply (invalid address) for ticket #.
$self-TicketObj-id . in queue '. $self-TicketObj-QueueObj-Name . ');
return 0;
}
return 1;
This seems to work OK, but I'd like to know if it's possible to add a
comment (Possibly invalid email, please check) to the ticket
(and not send an autoreply).
Sorry if this has been answered before, but I haven't found a solution
yet.
-Jarno
--
Jarno Huuskonen
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[rt-users] local customisation of Tickets_Overlay.pm
Hi;
mod_perl2,apache2,rt-3.8.7 and mysql5
I need to add a key in the %FIELD_METADATA hash (with
Tickets_Overlay.pm), I expected to be able to customise this as per the
usual, ie
-Create local/RT/Tickets_Vendor.pm
-Copy our %FIELD_METADATA = ( );
-Copy %dispatch
- Copy
sub FIELDS { return \%FIELD_METADATA }
sub dispatch { return \%dispatch }
sub can_bundle { return \%can_bundle }
and add my fields within the %FIELD_METADATA hash ,
My field need a dispatch method which I added to %dispatch and created
the function.
But this is not working for me, if I add my new key to the
%FIELD_METADATA hash in lib/RT/Tickets_Overlay.pm everything works, but
its not working from my local Vendor version,
Any pointers will be appreciated.
Regards;
Roy
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Re: [rt-users] Is there an easy way to disable attach files?
Kevin, Some time ago I asked the list if it is possible to disable the upload of attached files. You suggested to set MaxAttachmentSize to 1 and to define DropLongAttachments. I committed to you that it works, but actually it doesn't. This configuration prevents the upload of files, but it also prevents to write any message in tickets (at least when the rich text editor is activated). Just in case anybody is interested: In the end I have taken the attached files out of our RT by doing a local version of Ticket/Create.html, Ticket/ModifyAll.html and Ticket/Update.html in which I comment the code related to the upload of files (where the fields and buttons are drawn and where the file is uploaded). Hope to be helpful, Carlos Kevin Falcone wrote: On Mon, Jan 04, 2010 at 09:13:38AM +0100, Carlos Garcia Montoro wrote: Hi Kevin, list, Sorry for the late answer. I was on holidays... Your solution works. It prevents to upload files to RT but only if DropLongAttachments is defined. The only complain that I have about it is that it discard the file silently. The user sees that the upload of file has been recorded thus s/he thinks that the file is there. Only if s/he clicks the link of the file s/he can read Large attachment dropped. It is not a big issue, but I would rather warm before and I probably wouldn't record this failed upload. Unfortunately, thats going to require some coding to say that an error occurred (RT doesn't see it as an error, it just sees it as trimming your attachment to a byte) -kevin Kevin Falcone wrote: On Wed, Dec 23, 2009 at 11:29:37AM +0100, Carlos Garcia Montoro wrote: Hi, I'm being responsible to deploy RT on our institution. My boss doesn't want to allow the upload of attached files to tickets, so I'm disabling it. I thought that it would be possible though etc/RT_SiteConfig.pm. I have set MaxAttachmentSize to 0, but even with a 0 value the system let me upload files which I can later retrieve (hence they are on the database). What happens if you set this to 1 instead of 0 and also set DropLongAttachments? -kevin I now that I can copy every share/html file where there is an upload field to local/html and edit them to remove the code that shows this field, but that means at least editing 3 pages (Ticket/Create.html, Ticket/Update.html and Ticket/ModifyAll.html). Before I continue, I ask myself, and want to ask you, if there is an easier/better way to disable the upload of files. ___ 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 Spam detection software, running on the system hal.ific.uv.es, has identified this incoming email as possible spam. The original message has been attached to this so you can view it (if it isn't spam) or label similar future email. If you have any questions, see the administrator of that system for details. Content preview: On Mon, Jan 04, 2010 at 09:13:38AM +0100, Carlos Garcia Montoro wrote: Hi Kevin, list, Sorry for the late answer. I was on holidays... Your solution works. It prevents to upload files to RT but only if DropLongAttachments is defined. The only complain that I have about it is that it discard the file silently. The user sees that the upload of file has been recorded thus s/he thinks that the file is there. Only if s/he clicks the link of the file s/he can read Large attachment dropped. It is not a big issue, but I would rather warm before and I probably wouldn't record this failed upload. [...] Content analysis details: (5.5 points, 5.0 required) pts rule name description -- -- 2.5 FORGED_RCVD_HELO Received: contains a forged HELO 3.0 KXLINKRR_BODY BODY: Body contains suspicious link -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 attachment: cgarcia.vcf___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar
Re: [rt-users] Upgrade and migration questions
On Tue, Jan 26, 2010 at 02:12:34PM -0600, Kenneth Marshall wrote: Moving from PostgreSQL - MySQL will need a little bit more work. I think that there is a wiki article and possibly some tools to help with this process. I do have a question for you. Why are you moving from PostgreSQL to MySQL instead of updating to the current PostgreSQL release? For one thing, PostgreSQL will allow you to use full text indexing to dramatically improve the performance of full content searching within your tickets and RTFM articles. This functionality is also available with the Oracle backend. Is there some problem you are trying to address? Just to note that I assume you're talking about http://wiki.bestpractical.com/view/PostgreSQLFullText which isn't a standard part of RT yet; I wondered for a while after reading your message whether I'd missed something! It's a shame that the API for SearchBuilder isn't such that you can configure to treat certain columns as full-text-searchable ones rather than have to manually hack it in; makes deployment a little more fiddly. But thanks for mentioning it because I didn't realise that this work had been done and it's something we're interested in! -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgrade and migration questions
On Wed, Jan 27, 2010 at 02:45:52PM +, Dominic Hargreaves wrote: On Tue, Jan 26, 2010 at 02:12:34PM -0600, Kenneth Marshall wrote: Moving from PostgreSQL - MySQL will need a little bit more work. I think that there is a wiki article and possibly some tools to help with this process. I do have a question for you. Why are you moving from PostgreSQL to MySQL instead of updating to the current PostgreSQL release? For one thing, PostgreSQL will allow you to use full text indexing to dramatically improve the performance of full content searching within your tickets and RTFM articles. This functionality is also available with the Oracle backend. Is there some problem you are trying to address? Just to note that I assume you're talking about http://wiki.bestpractical.com/view/PostgreSQLFullText which isn't a standard part of RT yet; I wondered for a while after reading your message whether I'd missed something! It's a shame that the API for SearchBuilder isn't such that you can configure to treat certain columns as full-text-searchable ones rather than have to manually hack it in; makes deployment a little more fiddly. But thanks for mentioning it because I didn't realise that this work had been done and it's something we're interested in! -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford Hi Dominic, Yes, that is patch. I actually wrote it based on the Oracle patch that is also in the wiki. If you take a look, the patch is almost ridiculously simply and changes next to nothing in the code because I could leverage the fact that creating a full text search query cleaned up the strings without the need to do it in the RT code base. We run it here and it is worth its weight in gold the first time several users issue a fulltext search simultaneously on anything but the smallest database. I suspect that it is not in the default RT because it is not globally available on all backends. To support that, they would need to stitch in some other search engine to support those functions -- a much, much more complicated option both in lines of code to write and support. As far as fiddly goes, many other pieces of a base RT install were way more so than the full text search piece. :) Regards, Ken ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Custom Field Validation
On Tue, Jan 26, 2010 at 02:35:56PM -0800, Michael Neuschafer wrote: Does anybody understand or have more information on Custom field validation? What is (?#mandatory) Can I modify this to cross reference the data inputted? Like look for certain numbers? Like validate numbers entered 1-100 anything past that do not create ticket? The validation is done with perl regular expressions. You do not have access to other ticket information in the validation, but your latter examples are certainly doable. Mandatory boils down to /./ -kevin pgpA48yHzuWRk.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] mail-gateway
Wagner Pereira wrote: Hi, Where should I point my /etc/aliases for? |/usr/bin/rt-mailgate-3.6 or |/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway In each one of them I get a different log in mail.log With the system I maintain running CentOS 5 and postfix as the MTA I use lines like this. support:|/opt/rt3/bin/rt-mailgate --queue General --action correspond --url http://rt.example.com; \\||/ Rod -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Auto-creating ticket in Queue B from Queue A not working
Hi All,
What I want to do is have a new ticket auto-created in 'Queue B' with no
owner once a certain CF value is selected in a ticket in 'Queue A'. Here is
what I have so far, and I feel like this should work but it is not (nothing
happens). Please help! Thanks!
(Note: this scrip is written in 'Queue A')
Custom condition:
if ($self-TicketObj-FirstCustomFieldValue('Progress') eq 'Data Received')
{
return 1;
}
return 0;
Custom paction preparation code:
return 1;
Custom action cleanup code:
my $trans = $self-TransactionObj;
my $tkt = $self-TicketObj;
my $requestors = [ $tkt-Requestors-MemberEmailAddresses];
my $new_tkt = RT::Ticket-new($RT::SystemUser); my ($id, $msg) =
$new_tkt-Create(
Queue = Queue B,
Subject = $tkt-Subject . (Data Received),
Status = 'new',
Requestor = $requestors;
return 1;
--
View this message in context:
http://old.nabble.com/Auto-creating-ticket-in-Queue-B-from-Queue-A-not-working-tp27341712p27341712.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
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Re: [rt-users] RT::Authen::ExternalAuth LDAP group filter
On Tue, Jan 26, 2010 at 08:21:43PM -0500, Ed Santora wrote: Hello, I just upgraded to 3.8.7 with RT::Authen::ExternalAuth v0.08 I'm trying to restrict RT users to LDAP users in one group. When I set: 'group' = 'cn=group,ou=group,dc=my,dc=domain,dc=edu' and 'group_attr' = 'memberUid' I see it query my LDAP server with (memberUid=uid=user,ou=people,dc=my,dc=domain,dc=com) instead of (memberUid=user). Is there a way to have it use just the 'username' instead of the user's full dn without changind RT::Authen::ExternalAuth::LDAP? If I comment out 'group' and 'group_attr' LDAP auth works fine, but any valid LDAP user can log in. Unfortunately, the RT-Authen-ExternalAuth is coded to use the dn. This seems to work for other people, although I'm not sure what group_attr they're using. You'd have to make the right hand side of the filter into a configuration option in order to change that -kevin pgpM9bbB1gXpW.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Error in my mail.log
Hello, guys.
Why my mail.log has logged it?
status=bounced (Command died with status 2:
/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway --queue
general --action correspond --url https://rtracker.rt.pop-sp.rnp.br/rt/
--debug.
Command output:
/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 1: fg: no
job control
/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 2: fg: no
job control
/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 3: fg: no
job control
/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 4: fg: no
job control
/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 5: syntax
error near unexpected token `('
/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 5: `%#
This software is Copyright (c) 1996-2008 Best Practical Solutions,
LLC ' )
Any help would be appreciated.
--
Wagner Pereira
PoP-SP/RNP - Ponto de Presença da RNP em São Paulo
CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo
http://www.pop-sp.rnp.br
Tel. (11) 3091-8901
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Re: [rt-users] Question on added status values
Ruslan, OK. I'll check the syntax in RT_Config.pm. That should be correct, right? Kenn LBNL On 1/27/2010 12:25 AM, Ruslan Zakirov wrote: On Wed, Jan 27, 2010 at 2:03 AM, Ken Crocker kfcroc...@lbl.gov wrote: To list, We are on RT 3.6.4 and testing 3.8.7. We added two ticket status values in 3.6.4 by modifying the RT_SiteConfig.pm file. It worked fine. I did the same for our 3.8.7 version and I cannot see those values. Is there something else I have to do to make those values available? No, there is no additional steps required. Except server restart. Syntax for the config is slightly different. Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Make requester field blank on opening a ticket
What's the best way to modify the script without breaking anything? I just
want the requester to show blank and not the current users email addy.
Thanks,
tr
td class=label
|/lRequestors/:
/td
td class=value colspan=5
/Elements/EmailInput, Name = 'Requestors', Size = '40', Default =
$ARGS{Requestors} || $session{CurrentUser}-EmailAddress
/td
/tr
Michael Neuschafer
PC Support Specialist
National Stores Inc.
(310) 436 - 2150
-Original Message-
From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com]
Sent: Wednesday, January 27, 2010 12:24 AM
To: Michael Neuschafer
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] Make requester field blank on opening a ticket
On Wed, Jan 27, 2010 at 2:22 AM, Michael Neuschafer
mneuscha...@nationalstoresinc.com wrote:
Is there a way to make requester field blank on opening a ticket. When I go
and create a ticket my email addy is in the requester field.
Hello, Mechael.
With a tiny hack in share/html/Create.html, grep for Requestors. I
think it's abvious what you should delete there.
Thanks,
--
Best regards, Ruslan.
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[rt-users] What the mail.log is trying to say me?
Ok,
If I edit my /etc/aliases as follow:
rt: |/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway
--queue general --action correspond --url
https://rtracker.rt.pop-sp.rnp.br/rt/ --debug
The mail.log says:
---
Jan 27 15:48:25 rtracker postfix/smtpd[4300]: connect from
kliper.pop-sp.rnp.br[200.133.192.62]
Jan 27 15:48:25 rtracker postfix/smtpd[4300]: A59F524FC1:
client=kliper.pop-sp.rnp.br[200.133.192.62]
Jan 27 15:48:25 rtracker postfix/cleanup[4304]: A59F524FC1:
message-id=4b607c4a.2080...@pop-sp.rnp.br
Jan 27 15:48:25 rtracker postfix/qmgr[2112]: A59F524FC1:
from=wpere...@pop-sp.rnp.br, size=762, nrcpt=1 (queue active)
Jan 27 15:48:25 rtracker postfix/local[4305]: A59F524FC1:
to=r...@rtracker.rt.pop-sp.rnp.br, relay=local, delay=0.1,
delays=0.03/0.03/0/0.04, dsn=5.3.0, status=bounced (Command died with
status 2:
/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway --queue
general --action correspond --url https://rtracker.rt.pop-sp.rnp.br/rt/
--debug. Command output:
/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 1:
fg: no job control
/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 2:
fg: no job control
/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 3:
fg: no job control
/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 4:
fg: no job control
/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 5:
syntax error near unexpected token `('
/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 5:
`%# This software is Copyright (c) 1996-2008 Best Practical Solutions,
LLC ' )
Jan 27 15:48:25 rtracker postfix/cleanup[4304]: B7F7224FCD:
message-id=20100127174825.b7f7224...@rtracker.rt.pop-sp.rnp.br
Jan 27 15:48:25 rtracker postfix/qmgr[2112]: B7F7224FCD: from=,
size=4221, nrcpt=1 (queue active)
Jan 27 15:48:25 rtracker postfix/bounce[4307]: A59F524FC1: sender
non-delivery notification: B7F7224FCD
Jan 27 15:48:25 rtracker postfix/qmgr[2112]: A59F524FC1: removed
Jan 27 15:48:25 rtracker postfix/smtp[4308]: B7F7224FCD:
to=wpere...@pop-sp.rnp.br,
relay=kliper.pop-sp.rnp.br[200.133.192.62]:25, delay=0.14,
delays=0.03/0.02/0.01/0.09, dsn=2.0.0, status=sent (250 Ok.
4B607C69.517A)
Jan 27 15:48:25 rtracker postfix/qmgr[2112]: B7F7224FCD: removed
Jan 27 15:49:25 rtracker postfix/smtpd[4300]: disconnect from
kliper.pop-sp.rnp.br[200.133.192.62]
---
And if I edit the /etc/aliases like that:
rt: |/usr/local/bin/rt-mailgate-3.6 --queue general --action correspond
--url https://rtracker.rt.pop-sp.rnp.br/rt/ --debug
That's what the mail.log records:
---
Jan 27 16:16:12 rtracker postfix/smtpd[4671]: connect from
kliper.pop-sp.rnp.br[200.133.192.62]
Jan 27 16:16:12 rtracker postfix/smtpd[4671]: 9F76724FC1:
client=kliper.pop-sp.rnp.br[200.133.192.62]
Jan 27 16:16:12 rtracker postfix/cleanup[4676]: 9F76724FC1:
message-id=4b6082cd.4060...@pop-sp.rnp.br
Jan 27 16:16:12 rtracker postfix/qmgr[4633]: 9F76724FC1:
from=wpere...@pop-sp.rnp.br, size=762, nrcpt=1 (queue active)
Jan 27 16:16:12 rtracker postfix/local[4677]: 9F76724FC1:
to=r...@rtracker.rt.pop-sp.rnp.br, relay=local, delay=0.31,
delays=0.03/0.02/0/0.26, dsn=4.3.0, status=deferred (temporary failure.
Command output: Connecting to
https://rtracker.rt.pop-sp.rnp.br/rt//REST/1.0/NoAuth/mail-gateway at
/usr/local/bin/rt-mailgate-3.6 line 102, line 1. An Error Occurred
= 403 Forbidden This is /usr/local/bin/rt-mailgate-3.6
exiting because of an undefined server error at
/usr/local/bin/rt-mailgate-3.6 line 150, line 1. )
Jan 27 16:17:12 rtracker postfix/smtpd[4671]: disconnect from
kliper.pop-sp.rnp.br[200.133.192.62]
---
What should I understand with these messages?
Thanks.
--
Wagner Pereira
PoP-SP/RNP - Ponto de Presença da RNP em São Paulo
CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo
http://www.pop-sp.rnp.br
Tel. (11) 3091-8901
___
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San Francisco, CA, USA - Feb 22 23
Dublin, Ireland - Mar 15 16
Boston, MA, USA - April 5 6
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Re: [rt-users] What the mail.log is trying to say me?
On Wed, Jan 27, 2010 at 04:23:54PM -0200, Wagner Pereira wrote: If I edit my /etc/aliases as follow: rt: |/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway --queue general --action correspond --url https://rtracker.rt.pop-sp.rnp.br/rt/ --debug This is wrong and will never work And if I edit the /etc/aliases like that: rt: |/usr/local/bin/rt-mailgate-3.6 --queue general --action correspond --url https://rtracker.rt.pop-sp.rnp.br/rt/ --debug That's what the mail.log records: --- Command output: Connecting to https://rtracker.rt.pop-sp.rnp.br/rt//REST/1.0/NoAuth/mail-gateway at /usr/local/bin/rt-mailgate-3.6 line 102, line 1. An Error Occurred = 403 Forbidden This is /usr/local/bin/rt-mailgate-3.6 exiting because of an undefined server error at And what do your Apache and RT logs say? Apache is not allowing rt-mailgate to connect, go fix that -kevin pgpm4IeM4dnl2.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] What the mail.log is trying to say me?
Hi, Kevin. Now I edit correctly the /etc/aliases, pointing to the right path, I hope!. rt: |/usr/local/bin/rt-mailgate-3.6 --queue general --action correspond --url https://rtracker.rt.pop-sp.rnp.br/rt/ --debug Where the Apache and RT's logs should be? Please, tell me and I'll help you to help me. Thank you. -- Wagner Pereira PoP-SP/RNP - Ponto de Presença da RNP em São Paulo CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo http://www.pop-sp.rnp.br Tel. (11) 3091-8901 Kevin Falcone escreveu: On Wed, Jan 27, 2010 at 04:23:54PM -0200, Wagner Pereira wrote: If I edit my /etc/aliases as follow: rt: |/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway --queue general --action correspond --url https://rtracker.rt.pop-sp.rnp.br/rt/ --debug This is wrong and will never work And if I edit the /etc/aliases like that: rt: |/usr/local/bin/rt-mailgate-3.6 --queue general --action correspond --url https://rtracker.rt.pop-sp.rnp.br/rt/ --debug That's what the mail.log records: --- Command output: Connecting to https://rtracker.rt.pop-sp.rnp.br/rt//REST/1.0/NoAuth/mail-gateway at /usr/local/bin/rt-mailgate-3.6 line 102, line 1. An Error Occurred = 403 Forbidden This is /usr/local/bin/rt-mailgate-3.6 exiting because of an undefined server error at And what do your Apache and RT logs say? Apache is not allowing rt-mailgate to connect, go fix that -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Full-text indexing on Pg (was Re: Upgrade and migration questions)
On Wed, Jan 27, 2010 at 05:49:06PM +, Dominic Hargreaves wrote: On Wed, Jan 27, 2010 at 08:58:47AM -0600, Kenneth Marshall wrote: On Wed, Jan 27, 2010 at 02:45:52PM +, Dominic Hargreaves wrote: Just to note that I assume you're talking about http://wiki.bestpractical.com/view/PostgreSQLFullText which isn't a standard part of RT yet; I wondered for a while after reading your message whether I'd missed something! It's a shame that the API for SearchBuilder isn't such that you can configure to treat certain columns as full-text-searchable ones rather than have to manually hack it in; makes deployment a little more fiddly. But thanks for mentioning it because I didn't realise that this work had been done and it's something we're interested in! Yes, that is patch. I actually wrote it based on the Oracle patch that is also in the wiki. If you take a look, the patch is almost ridiculously simply and changes next to nothing in the code because I could leverage the fact that creating a full text search query cleaned up the strings without the need to do it in the RT code base. We run it here and it is worth its weight in gold the first time several users issue a fulltext search simultaneously on anything but the smallest database. I suspect that it is not in the default RT because it is not globally available on all backends. To support that, they would need to stitch in some other search engine to support those functions -- a much, much more complicated option both in lines of code to write and support. As far as fiddly goes, many other pieces of a base RT install were way more so than the full text search piece. :) Indeed. In some senses it is a small change, but my general concern is that it is changing the behaviour in a supposedly general library to behave specially if a particular table name is encountered. Since we run multiple RT instances using a common software deployment infrastructure (all our software is installed as Debian packages, even where local modifications have been made) we like to reduce the occurrence of this sort of thing as much as possible. That is reasonable. I made some trade-offs in my patch that could be revisited if others were interested in modularizing the functionality. I don't agree with your assertion that an FTS search engine would have to be put in place to deal with other database types; the functionality would just vary between databases. It would probably also want to be an opt-in configuration option. I agree that using database specific functions for FTS would work, unfortunately not all backends support FTS which was why I suggested that an external search engine would be needed. I think an opt-in configuration would be the way to go. I submitted my patch in the vein of the Oracle patch to try and add a base for Best Practical to draw on should they move in that direction. It's non-trivial to cleanly integrate either way, but it's an interesting area. We have some user demand for this so the next time we review our services internally it may be that we can put some resources into going in that direction (if, indeed, Best Practical don't already have any drivers in that area). Dominic. That would be cool. Regards, Ken ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] (no subject)
|subscribe| smime.p7s Description: S/MIME Cryptographic Signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Automatically adding new tickets as favorites
Is there a way to automatically mark new tickets from a queue as favorites for a user (like when the user clicks on the yellow start inside a ticket) without that users actually having to open the ticket and clicking on the start? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT: DBD::mysql::st execute failed: MySQL server has gone away at....
On Thu, Jan 28, 2010 at 1:17 AM, Seann Clark nombran...@tsukinokage.net wrote: All, I am having a problem with ticket creation on RT. I am setting up ONMS to open tickets to RT on alarm, and have had mixed results. Each time the error RT: DBD::mysql::st execute failed: MySQL server has gone away at some perl module is the end result and ticket creation fails. On the RPM version on Fedora 9, it failed, but not quite. It would create the ticket, but ONMS didn't see the ticket created. I removed the RPM version and compiled RT from scratch from the most recent stable, to verify if it was something with the RPM on the 64bit platform, but I get the same results. Nothing on google was conclusive to this issue, though I found some things on it, the most common response was to remove and reinstall DBD, which I can't easily do (production database and this is the only tool that doesn't work with it). I have periodic luck on creating tickets in the web interface though, but other times I get the same error information as what is below. Do you have GnuPG enabled in RT on this system? If so then disable it and try again. [snip] -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
