[rt-users] NTLM-based Single Sign-On doesn't work - RT continues to present login screen
Hi, I have a working instance of RT 3.8.7 running under Apache 2.2.3 on RHEL 5.4. The instance has been set up to authenticate users against Active Directory via RT::Authen::ExternalAuth & LDAP. The LDAP authentication works fine (i.e. users log in with their AD credentials, and new users get created in RT when ticket requests come in via e-mail.) Now I need to implement Single Sign-On, so that the users at MSWin workstation could simply browse to the RT interface without having to type in their username/password again. To do this I've followed the instructions outlined at http://blank.org/memory/output/rt-ad-sso.html and at http://wiki.bestpractical.com/view/NtlmAuthentication. I've also searched around the RT mailing list archives but couldn't find anything that described the problem I'm having. The problem is that RT still presents the login screen when you go to its URL for the first time. My main questions are: * Can NTLM & RT::Authen::ExternalAuth co-exist? * Is there a way to get debugging output from mod_ntlm? * Are there any additional pointers or advice regarding single sign-on with RT? Besides this, any input on the issue would be highly appreciated. P.S. Here what has been done so far, in a nutshell: * Compiled and installed mod_ntlm * Installed User_Local.pm and MailFrom_Local.pm from http://www2.usit.uio.no/it/rt/modifications/ * Installed Web_Local.pm from http://blank.org/memory/work/Web_Local.pm * Included this snippet in RT_SiteConfig.pm: Set($WebExternalAuth , '1'); Set($WebFallbackToInternalAuth, '1'); Set($WebExternalGecos , undef); Set($WebExternalAuto , '1'); Set($LDAPExternalAuth , '1'); # Enable LDAP auth Set($LdapServer, 'mycompanys.ldap.server.com'); Set($LdapCAFile, undef); Set($LdapUser , ''); Set($LdapPass , ''); Set($LdapAuthStartTLS , '0'); # Need to use TLS or ldaps to check passwords Set($LdapAuthBase , 'dc=my,dc=company,dc=com'); Set($LdapAuthUidAttr , 'sAMAccountName'); Set($LdapAuthFilter, '(objectClass=user)'); Set($LdapMailBase , 'dc=my,dc=companymail,dc=com'); Set($LdapMailFilter, '(objectClass=user)'); Set($LdapMailScope , 'sub'); Set($LdapMailSearchAttr, 'mail'); %RT::LdapMailResultMap = ( 'sAMAccountName'=> 'Name', 'mail' => 'EmailAddress', 'cn'=> 'RealName', ); * Included this in httpd.conf RT's virtual server section: PerlModule Apache2::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler RT::Mason AuthName "Request Tracker" AuthType NTLM NTLMAuth on NTLMAuthoritative on NTLMDomain MYCOMPANYS_AD_DOMAIN NTLMServer my_companys_dc1 NTLMBackup my_companys_dc2 * Restarted Apache * Added our RT URL to IE's "trusted sites" list Again, thanks in advance, Sergey Sergey Gladkovich | UNIX Systems Engineer | (w) 201-743 -4293 | (m) 646-291-7123 Arch Insurance Group Inc. 300 - Plaza Three - 3rd Floor Jersey City NJ 07311 Tel: 201-743-4000, Fax: 201-743-4005 The information contained in this e-mail message may be privileged and confidential information and is intended only for the use of the individual and/or entity identified in the alias address of this message. If the reader of this message is not the intended recipient, or an employee or agent responsible to deliver it to the intended recipient, you are hereby requested not to distribute or copy this communication. If you have received this communication in error, please notify us immediately by telephone or return e-mail and delete the original message from your system. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] "homepage refresh interval" under preferences
Thanks Bill...then its something funky with my setup. :( On Wed, Apr 14, 2010 at 3:22 PM, William Graboyes < william.grabo...@theportalgrp.com> wrote: > Works for me 3.8.4 > > Bill > > > On Wed, Apr 14, 2010 at 15:16, psminusaxl wrote: > >> Thanks Ken for the feedback. :) I will opt for upgrading if there is no >> other way around. >> >> >> On Wed, Apr 14, 2010 at 2:35 PM, Kenneth Marshall wrote: >> >>> It works for me on version 3.8.5. >>> >>> Cheers, >>> Ken >>> >>> On Wed, Apr 14, 2010 at 02:30:21PM -0700, psminusaxl wrote: >>> > Anybody else can chime in? I think if I can determine where and how >>> the >>> > "home page interval" gets triggered I can better pin point the problem. >>> > Right now i'm clueless the process flow of how that gets triggered. >>> > >>> > thanks in advance >>> > psminusaxl >>> > >>> > On Wed, Apr 14, 2010 at 11:18 AM, Kevin Falcone >>> > wrote: >>> > >>> > > On Wed, Apr 14, 2010 at 09:57:04AM -0700, psminusaxl wrote: >>> > > >I went ahead and remove the front page refresh option just to >>> take >>> > > that out of the picture. >>> > > >And it appears the preference refresh still doesn't work. Any >>> clues? >>> > > >Thanks! >>> > > >>> > > Unfortunately, all I can offer is that it just worked fine for me on >>> a >>> > > production 3.8.7, and I've not seen other reports of this failing. >>> > > >>> > > -kevin >>> > > >>> > > >On Wed, Apr 14, 2010 at 9:35 AM, Kevin Falcone <[1] >>> > > falc...@bestpractical.com> wrote: >>> > > > >>> > > > On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote: >>> > > > > Thanks for the response Kevin, >>> > > > > Then how does one make it so that the preference trumps the >>> front >>> > > page? From my >>> > > > understanding >>> > > > > the front page refresh has to be set everytime you sign in. >>> So it >>> > > will always make the >>> > > > > preference setting worthless. The preference setting is >>> convient >>> > > because it remembers it >>> > > > the >>> > > > > next time you sign in. Any ideas? >>> > > > >>> > > > The preferences choice will win the next time you log in. >>> > > > >>> > > > You've never mentioned an RT version which makes any answers >>> mostly >>> > > > guesswork. >>> > > > -kevin >>> > > >>> > > >>> > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> > > Buy a copy at http://rtbook.bestpractical.com >>> > > >>> >>> > >>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> > Buy a copy at http://rtbook.bestpractical.com >>> >> >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] "homepage refresh interval" under preferences
Works for me 3.8.4 Bill On Wed, Apr 14, 2010 at 15:16, psminusaxl wrote: > Thanks Ken for the feedback. :) I will opt for upgrading if there is no > other way around. > > > On Wed, Apr 14, 2010 at 2:35 PM, Kenneth Marshall wrote: > >> It works for me on version 3.8.5. >> >> Cheers, >> Ken >> >> On Wed, Apr 14, 2010 at 02:30:21PM -0700, psminusaxl wrote: >> > Anybody else can chime in? I think if I can determine where and how the >> > "home page interval" gets triggered I can better pin point the problem. >> > Right now i'm clueless the process flow of how that gets triggered. >> > >> > thanks in advance >> > psminusaxl >> > >> > On Wed, Apr 14, 2010 at 11:18 AM, Kevin Falcone >> > wrote: >> > >> > > On Wed, Apr 14, 2010 at 09:57:04AM -0700, psminusaxl wrote: >> > > >I went ahead and remove the front page refresh option just to >> take >> > > that out of the picture. >> > > >And it appears the preference refresh still doesn't work. Any >> clues? >> > > >Thanks! >> > > >> > > Unfortunately, all I can offer is that it just worked fine for me on a >> > > production 3.8.7, and I've not seen other reports of this failing. >> > > >> > > -kevin >> > > >> > > >On Wed, Apr 14, 2010 at 9:35 AM, Kevin Falcone <[1] >> > > falc...@bestpractical.com> wrote: >> > > > >> > > > On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote: >> > > > > Thanks for the response Kevin, >> > > > > Then how does one make it so that the preference trumps the >> front >> > > page? From my >> > > > understanding >> > > > > the front page refresh has to be set everytime you sign in. >> So it >> > > will always make the >> > > > > preference setting worthless. The preference setting is >> convient >> > > because it remembers it >> > > > the >> > > > > next time you sign in. Any ideas? >> > > > >> > > > The preferences choice will win the next time you log in. >> > > > >> > > > You've never mentioned an RT version which makes any answers >> mostly >> > > > guesswork. >> > > > -kevin >> > > >> > > >> > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> > > Buy a copy at http://rtbook.bestpractical.com >> > > >> >> > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> > Buy a copy at http://rtbook.bestpractical.com >> > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] "homepage refresh interval" under preferences
Thanks Ken for the feedback. :) I will opt for upgrading if there is no other way around. On Wed, Apr 14, 2010 at 2:35 PM, Kenneth Marshall wrote: > It works for me on version 3.8.5. > > Cheers, > Ken > > On Wed, Apr 14, 2010 at 02:30:21PM -0700, psminusaxl wrote: > > Anybody else can chime in? I think if I can determine where and how the > > "home page interval" gets triggered I can better pin point the problem. > > Right now i'm clueless the process flow of how that gets triggered. > > > > thanks in advance > > psminusaxl > > > > On Wed, Apr 14, 2010 at 11:18 AM, Kevin Falcone > > wrote: > > > > > On Wed, Apr 14, 2010 at 09:57:04AM -0700, psminusaxl wrote: > > > >I went ahead and remove the front page refresh option just to take > > > that out of the picture. > > > >And it appears the preference refresh still doesn't work. Any > clues? > > > >Thanks! > > > > > > Unfortunately, all I can offer is that it just worked fine for me on a > > > production 3.8.7, and I've not seen other reports of this failing. > > > > > > -kevin > > > > > > >On Wed, Apr 14, 2010 at 9:35 AM, Kevin Falcone <[1] > > > falc...@bestpractical.com> wrote: > > > > > > > > On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote: > > > > > Thanks for the response Kevin, > > > > > Then how does one make it so that the preference trumps the > front > > > page? From my > > > > understanding > > > > > the front page refresh has to be set everytime you sign in. So > it > > > will always make the > > > > > preference setting worthless. The preference setting is > convient > > > because it remembers it > > > > the > > > > > next time you sign in. Any ideas? > > > > > > > > The preferences choice will win the next time you log in. > > > > > > > > You've never mentioned an RT version which makes any answers > mostly > > > > guesswork. > > > > -kevin > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] "homepage refresh interval" under preferences
It works for me on version 3.8.5. Cheers, Ken On Wed, Apr 14, 2010 at 02:30:21PM -0700, psminusaxl wrote: > Anybody else can chime in? I think if I can determine where and how the > "home page interval" gets triggered I can better pin point the problem. > Right now i'm clueless the process flow of how that gets triggered. > > thanks in advance > psminusaxl > > On Wed, Apr 14, 2010 at 11:18 AM, Kevin Falcone > wrote: > > > On Wed, Apr 14, 2010 at 09:57:04AM -0700, psminusaxl wrote: > > >I went ahead and remove the front page refresh option just to take > > that out of the picture. > > >And it appears the preference refresh still doesn't work. Any clues? > > >Thanks! > > > > Unfortunately, all I can offer is that it just worked fine for me on a > > production 3.8.7, and I've not seen other reports of this failing. > > > > -kevin > > > > >On Wed, Apr 14, 2010 at 9:35 AM, Kevin Falcone <[1] > > falc...@bestpractical.com> wrote: > > > > > > On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote: > > > > Thanks for the response Kevin, > > > > Then how does one make it so that the preference trumps the front > > page? From my > > > understanding > > > > the front page refresh has to be set everytime you sign in. So it > > will always make the > > > > preference setting worthless. The preference setting is convient > > because it remembers it > > > the > > > > next time you sign in. Any ideas? > > > > > > The preferences choice will win the next time you log in. > > > > > > You've never mentioned an RT version which makes any answers mostly > > > guesswork. > > > -kevin > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] "homepage refresh interval" under preferences
Anybody else can chime in? I think if I can determine where and how the "home page interval" gets triggered I can better pin point the problem. Right now i'm clueless the process flow of how that gets triggered. thanks in advance psminusaxl On Wed, Apr 14, 2010 at 11:18 AM, Kevin Falcone wrote: > On Wed, Apr 14, 2010 at 09:57:04AM -0700, psminusaxl wrote: > >I went ahead and remove the front page refresh option just to take > that out of the picture. > >And it appears the preference refresh still doesn't work. Any clues? > >Thanks! > > Unfortunately, all I can offer is that it just worked fine for me on a > production 3.8.7, and I've not seen other reports of this failing. > > -kevin > > >On Wed, Apr 14, 2010 at 9:35 AM, Kevin Falcone <[1] > falc...@bestpractical.com> wrote: > > > > On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote: > > > Thanks for the response Kevin, > > > Then how does one make it so that the preference trumps the front > page? From my > > understanding > > > the front page refresh has to be set everytime you sign in. So it > will always make the > > > preference setting worthless. The preference setting is convient > because it remembers it > > the > > > next time you sign in. Any ideas? > > > > The preferences choice will win the next time you log in. > > > > You've never mentioned an RT version which makes any answers mostly > > guesswork. > > -kevin > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Use a calendar item as custom field
Hi all- Using RT 3.8.7 on Ubuntu 9.10. Looking do have a "Need By" custom field for certain queues. Instead of having a user type out a date, is there anyway to use a calendar item, so they could click it and a calendar would pop up giving them clicking abilities to choose a date? Just curious.. Thanks! Max -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problem configuring RT Timezone
Hello, Is it mod_perl? I suspect it's issue when perl's ENV is untied from system's. On Wed, Apr 14, 2010 at 10:07 PM, Kim Covil wrote: > Hi, > > I am having a bizarre problem configuring the Timezone I want RT to display > in the Web UI. It doesn't seem to be related to the other issues I have seen > in the archives or wiki. > > The system hosting RT has its timezone set to UTC. I want RT to display the > BST timezone for Europe/London (GMT +1) in the web interface and on emails. > I am happy for UTC to continue to be used for all logs and database entries. > > I have added the following line to etc/RT_SiteConfig.pm: > > Set( $Timezone , 'Europe/London'); > > I have checked that this is a valid timezone as it exists in > /usr/share/zoneinfo: > > # ls -la /usr/share/zoneinfo/Europe/London > -rw-r--r-- 7 root root 3661 Jun 20 2009 /usr/share/zoneinfo/Europe/London > > I can see this configuration change is loaded correctly when I go to > http:///Admin/Tools/Configuration.html > > I have also manually set my users "About Me" preference for timezone to > "Europe/London +0100" from the drop down list. > > None of this seems to have any effect on the display of times for existing > tickets in the web ui. > > What am I missing? Is there something else I should try? > > Here are are the system versions: > RT version: 3.8.6 > OS: CentOS release 5.3 (Final) > Kernel: Linux 2.6.18-128.1.16.el5xen #1 SMP Tue Jun 30 06:39:23 EDT 2009 > x86_64 x86_64 x86_64 GNU/Linux > Perl: 5.8.8 > Apache: httpd-2.2.3-22.el5.centos.1 > > Is there anything else useful to provide? > > Kind Regards, > > Kim > > > > The information in this e-mail and any attachment is confidential and is > intended only for the named recipient(s). The e-mail may not be disclosed or > used by any person other than the addressee, nor may it be copied in any > way. If you are not a named recipient please notify the sender immediately > and delete any copies of this message. Any unauthorized copying, disclosure > or distribution of the material in this e-mail is strictly forbidden. Any > view or opinions presented are solely those of the author and do not > necessarily represent those of the company. > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] "homepage refresh interval" under preferences
On Wed, Apr 14, 2010 at 09:57:04AM -0700, psminusaxl wrote: >I went ahead and remove the front page refresh option just to take that > out of the picture. >And it appears the preference refresh still doesn't work. Any clues? >Thanks! Unfortunately, all I can offer is that it just worked fine for me on a production 3.8.7, and I've not seen other reports of this failing. -kevin >On Wed, Apr 14, 2010 at 9:35 AM, Kevin Falcone > <[1]falc...@bestpractical.com> wrote: > > On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote: > > Thanks for the response Kevin, > > Then how does one make it so that the preference trumps the front > page? From my > understanding > > the front page refresh has to be set everytime you sign in. So it will > always make the > > preference setting worthless. The preference setting is convient > because it remembers it > the > > next time you sign in. Any ideas? > > The preferences choice will win the next time you log in. > > You've never mentioned an RT version which makes any answers mostly > guesswork. > -kevin pgpUIBg34wuqr.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Newbie Question
On Wed, Apr 14, 2010 at 1:56 PM, Michael Graziano wrote: > Hi Brian, > On Mar 24, 2010, at 5:46 PM, Brian Lawson wrote: > > He wants RT to use the email address entered as the one used for any > correspondence, not the address for the username. > > I'm not sure I follow. Configured as I describe above messages sent from RT > will come from the queue email address, and reply-to will point at the queue > email address. (The typical format for the "from name" is "John Doe (via > RT)", but you can change this easily). > > You COULD hack around this & override the From/Reply-To addresses, but if > you specify an address that rt-mailgate isn't watching then correspondence > will bypass RT, which defeats the purpose of a ticketing system... > We do something similar at work. We did edit the "from name" to be something like "BoogerEater Support," while the From/Reply-To email address is, say, supp...@nomnom.com; each support member then signs his/hers/its replies and that's that. Everyone on the support group sees the replies in their inboxes or through RT's webpage. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Problem configuring RT Timezone
Hi, I am having a bizarre problem configuring the Timezone I want RT to display in the Web UI. It doesn't seem to be related to the other issues I have seen in the archives or wiki. The system hosting RT has its timezone set to UTC. I want RT to display the BST timezone for Europe/London (GMT +1) in the web interface and on emails. I am happy for UTC to continue to be used for all logs and database entries. I have added the following line to etc/RT_SiteConfig.pm: Set( $Timezone , 'Europe/London'); I have checked that this is a valid timezone as it exists in /usr/share/zoneinfo: # ls -la /usr/share/zoneinfo/Europe/London -rw-r--r-- 7 root root 3661 Jun 20 2009 /usr/share/zoneinfo/Europe/London I can see this configuration change is loaded correctly when I go to http:///Admin/Tools/Configuration.html I have also manually set my users "About Me" preference for timezone to "Europe/London +0100" from the drop down list. None of this seems to have any effect on the display of times for existing tickets in the web ui. What am I missing? Is there something else I should try? Here are are the system versions: RT version: 3.8.6 OS: CentOS release 5.3 (Final) Kernel: Linux 2.6.18-128.1.16.el5xen #1 SMP Tue Jun 30 06:39:23 EDT 2009 x86_64 x86_64 x86_64 GNU/Linux Perl: 5.8.8 Apache: httpd-2.2.3-22.el5.centos.1 Is there anything else useful to provide? Kind Regards, Kim The information in this e-mail and any attachment is confidential and is intended only for the named recipient(s). The e-mail may not be disclosed or used by any person other than the addressee, nor may it be copied in any way. If you are not a named recipient please notify the sender immediately and delete any copies of this message. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. Any view or opinions presented are solely those of the author and do not necessarily represent those of the company. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Newbie Question
Hi Brian, On Mar 24, 2010, at 5:46 PM, Brian Lawson wrote: Here’s my situation: Our company has a group of customer service reps and my boss would rather have them share a login username and password as a group and then have a mandatory custom field for their real name and their email address. That way they (as a group) can see all the tickets for the group. What you are describing is probably better implemented as a queue (or set of queues) with an email address. All CSRs should be in a group that has appropriate permissions on the queue so they can see/update/ steal eachother's tickets as needed. This preserves accountability (actions are attributed to individual users) which your proposed scheme above would destroy. He wants RT to use the email address entered as the one used for any correspondence, not the address for the username. I'm not sure I follow. Configured as I describe above messages sent from RT will come from the queue email address, and reply-to will point at the queue email address. (The typical format for the "from name" is "John Doe (via RT)", but you can change this easily). You COULD hack around this & override the From/Reply-To addresses, but if you specify an address that rt-mailgate isn't watching then correspondence will bypass RT, which defeats the purpose of a ticketing system... Also, we would like to do field validation on the email to make sure it is a valid email address for our mail server. This is a moot point given the above -- just make sure your queue emails are (a) valid and (b) watched by rt-mailgate and everything should take care of itself. :) -MG Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] problem with attached files not sent
Don't know if it's related, but there some issue with selecting the proper txt and html pair as the message body when sending emails. It will often pick up an attached text file as the body of the message, and then attach the body separately. -- Mathieu Longtin 1-514-803-8977 On Wed, Apr 14, 2010 at 1:04 PM, Julien Rampon wrote: > Hi Juergen, > > The problem is worse than just a spam-filter, as some of the files are > randomly omitted when uploading with the web interface : for example, if > we attach five files, the interface shows perhaps 3 (in the outgoing > mail) and the customer receives only these 3. > However, if the customer sends 5 files by email, all 5 are received and > visible in the web interface. > > Julien > > Fritz wrote: > > Hi, > > > > to which mail-server do you send your mails? Are there any spam-filter on > the way? Did you check the mail-server-logs? > > > > Juergen > > > > -Ursprüngliche Nachricht- > > Von: rt-users-boun...@lists.bestpractical.com [mailto: > rt-users-boun...@lists.bestpractical.com] Im Auftrag von Julien Rampon > > Gesendet: Mittwoch, 14. April 2010 18:04 > > An: rt-users@lists.bestpractical.com > > Betreff: [rt-users] problem with attached files not sent > > > > Hi, > > > > Here's my problem ! > > > > First, I'm using RT 3.8.1, perl 5.8.8 and mysql 5.0.32 on a debian > (etch). > > > > I use the web interface to reply to my customers tickets and I have to > > attach files to my replies. > > > > So I attach files with the "choose file" and then "Add more files" > buttons. > > > > When I update the ticket, sometimes no files are sent, sometimes juste 1 > > of 2 files is sent, sometimes everything works ok. > > > > I tested to reply to a ticket with 6 files, 4 times (with the same files) > > - 1st try, only 5 files were sent > > - 2nd try, all the 6 files were sent > > - 3rd try, 4 files were sent > > - 4th try, 5 files were sent > > > > I've got no error in the apache log, and I've not seen this kind of > > problem anywhere. > > > > Help is very welcomed ;) > > > > Thanks > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] problem with attached files not sent
Hi Juergen, The problem is worse than just a spam-filter, as some of the files are randomly omitted when uploading with the web interface : for example, if we attach five files, the interface shows perhaps 3 (in the outgoing mail) and the customer receives only these 3. However, if the customer sends 5 files by email, all 5 are received and visible in the web interface. Julien Fritz wrote: > Hi, > > to which mail-server do you send your mails? Are there any spam-filter on the > way? Did you check the mail-server-logs? > > Juergen > > -Ursprüngliche Nachricht- > Von: rt-users-boun...@lists.bestpractical.com > [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Julien Rampon > Gesendet: Mittwoch, 14. April 2010 18:04 > An: rt-users@lists.bestpractical.com > Betreff: [rt-users] problem with attached files not sent > > Hi, > > Here's my problem ! > > First, I'm using RT 3.8.1, perl 5.8.8 and mysql 5.0.32 on a debian (etch). > > I use the web interface to reply to my customers tickets and I have to > attach files to my replies. > > So I attach files with the "choose file" and then "Add more files" buttons. > > When I update the ticket, sometimes no files are sent, sometimes juste 1 > of 2 files is sent, sometimes everything works ok. > > I tested to reply to a ticket with 6 files, 4 times (with the same files) > - 1st try, only 5 files were sent > - 2nd try, all the 6 files were sent > - 3rd try, 4 files were sent > - 4th try, 5 files were sent > > I've got no error in the apache log, and I've not seen this kind of > problem anywhere. > > Help is very welcomed ;) > > Thanks > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] "homepage refresh interval" under preferences
I went ahead and remove the front page refresh option just to take that out of the picture. And it appears the preference refresh still doesn't work. Any clues? Thanks! On Wed, Apr 14, 2010 at 9:35 AM, Kevin Falcone wrote: > On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote: > >Thanks for the response Kevin, > >Then how does one make it so that the preference trumps the front > page? From my understanding > >the front page refresh has to be set everytime you sign in. So it will > always make the > >preference setting worthless. The preference setting is convient > because it remembers it the > >next time you sign in. Any ideas? > > The preferences choice will win the next time you log in. > > You've never mentioned an RT version which makes any answers mostly > guesswork. > > -kevin > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] problem with attached files not sent
Hi, to which mail-server do you send your mails? Are there any spam-filter on the way? Did you check the mail-server-logs? Juergen -Ursprüngliche Nachricht- Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Julien Rampon Gesendet: Mittwoch, 14. April 2010 18:04 An: rt-users@lists.bestpractical.com Betreff: [rt-users] problem with attached files not sent Hi, Here's my problem ! First, I'm using RT 3.8.1, perl 5.8.8 and mysql 5.0.32 on a debian (etch). I use the web interface to reply to my customers tickets and I have to attach files to my replies. So I attach files with the "choose file" and then "Add more files" buttons. When I update the ticket, sometimes no files are sent, sometimes juste 1 of 2 files is sent, sometimes everything works ok. I tested to reply to a ticket with 6 files, 4 times (with the same files) - 1st try, only 5 files were sent - 2nd try, all the 6 files were sent - 3rd try, 4 files were sent - 4th try, 5 files were sent I've got no error in the apache log, and I've not seen this kind of problem anywhere. Help is very welcomed ;) Thanks Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Dashboard by owner
Nope, thanks, that's exactly what I was looking for! On Apr 14, 2010, at 12:33 PM, Kevin Falcone wrote: On Tue, Apr 13, 2010 at 04:52:36PM -0400, Tyler Eaves wrote: Got a request here... I'd like a dashboard I can put on the at a glance page that will show the new / open / stalled tickets per user, in the same style as the per-queue list that's there by default. I'm on 3.8.7. I assume you've seen http://search.cpan.org/dist/RT-Extension-SummaryByUser/ but it didn't do what you wanted? -kevin Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Tyler Eaves Programmer Cooke Communications / The Daily Reflector 252-329-9633 tea...@reflector.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] "homepage refresh interval" under preferences
Hi Kevin, Sorry the version of RT we are running is RT v3.8.4, so if the preference settings is suppose to win the next time I sign in. Then its not working. I go to preference and the settings appear to be what I've set it before 2 minutes. But at the front page it set as "Do not refresh", which I didn't touch since I've relaunched. Thanks for your help! On Wed, Apr 14, 2010 at 9:35 AM, Kevin Falcone wrote: > On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote: > >Thanks for the response Kevin, > >Then how does one make it so that the preference trumps the front > page? From my understanding > >the front page refresh has to be set everytime you sign in. So it will > always make the > >preference setting worthless. The preference setting is convient > because it remembers it the > >next time you sign in. Any ideas? > > The preferences choice will win the next time you log in. > > You've never mentioned an RT version which makes any answers mostly > guesswork. > > -kevin > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] "homepage refresh interval" under preferences
On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote: >Thanks for the response Kevin, >Then how does one make it so that the preference trumps the front page? > From my understanding >the front page refresh has to be set everytime you sign in. So it will > always make the >preference setting worthless. The preference setting is convient because > it remembers it the >next time you sign in. Any ideas? The preferences choice will win the next time you log in. You've never mentioned an RT version which makes any answers mostly guesswork. -kevin pgpc0SRXhM4Yw.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Dashboard by owner
On Tue, Apr 13, 2010 at 04:52:36PM -0400, Tyler Eaves wrote: > Got a request here... > > I'd like a dashboard I can put on the at a glance page that will > show the new / open / stalled tickets per user, in the same style as > the per-queue list that's there by default. I'm on 3.8.7. I assume you've seen http://search.cpan.org/dist/RT-Extension-SummaryByUser/ but it didn't do what you wanted? -kevin pgprQQGHsRzo2.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] "homepage refresh interval" under preferences
Thanks for the response Kevin, Then how does one make it so that the preference trumps the front page? >From my understanding the front page refresh has to be set everytime you sign in. So it will always make the preference setting worthless. The preference setting is convient because it remembers it the next time you sign in. Any ideas? Thanks! On Wed, Apr 14, 2010 at 9:20 AM, Kevin Falcone wrote: > On Wed, Apr 14, 2010 at 08:43:32AM -0700, psminusaxl wrote: > >I've tried setting the "homepage refresh interval" under preferences > and > >save it at 2 minutes or any other value, but it does work. Odd thing > is in > >the Main Page the "Refresh" option to set refresh interval works! > > > >I have tried setting the default value in RT_SiteConfig.pm to no avail > and I > >have also cleared out the mason cache and restarted. > > Any setting stored in your session (by changing the portlet on the > fornt page) is going to trump your Preference. You may need to log > out and log back in to clear anything stored in the session. > > -kevin > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Dashboard by owner
Ok, that helps some I guess. Sounds like I will need to create a search for each person/status though,which I'm trying to avoid. On Apr 14, 2010, at 12:18 PM, Kenneth Crocker wrote: Tyler, Well, setting up a dashboard is pretty simple, but it will do you no good if you do not know how to create a query. Once you have a query up and running correctly, you save it as your personal query. Then you navigate to Tools->Dashboards. Click Dashboards. Then click "New". Give your new dashboard a meaningful name. Save it it as a personal dashboard. While in the same screen (after saving the name of the new dashboard) navigating to the right where you will see Basics Queries Subscriptions". Click "Queries" and select the one that you want to be in your dashboard (you can have multiple queries and charts in a dashboard). Then select Subscriptions and in that page you select when you want it to run and who you want to receive it other than yourself. Note: if you want someone other than yourself to get the dashboard results, you need to create a cron job to run. Most of this is in the tutorial on dashboards, but this little summary might help. Kenn LBNL On Tue, Apr 13, 2010 at 3:45 PM, wrote: > Tyler, > > Are you saying you do not know how to develop a query to do this or do not > know how to put it in a dashboard or both? > > Kenn > LBNL > A bit of both. Just did an install of RT today so I'm certainly not familiar with it. I do have the book and it was helpful during the install but it makes little mention of TicketSQL or Dashboards beyond saying they exist. > On Tue, Apr 13, 2010 at 1:52 PM, Tyler Eaves wrote: > >> Got a request here... >> >> I'd like a dashboard I can put on the at a glance page that will show >> the >> new / open / stalled tickets per user, in the same style as the >> per-queue >> list that's there by default. I'm on 3.8.7. >> >> >> Tyler Eaves >> Programmer >> Cooke Communications / The Daily Reflector >> 252-329-9633 >> >> tea...@reflector.com >> >> >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > Tyler Eaves Programmer Cooke Communications / The Daily Reflector 252-329-9633 tea...@reflector.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] "homepage refresh interval" under preferences
On Wed, Apr 14, 2010 at 08:43:32AM -0700, psminusaxl wrote: >I've tried setting the "homepage refresh interval" under preferences and >save it at 2 minutes or any other value, but it does work. Odd thing is in >the Main Page the "Refresh" option to set refresh interval works! > >I have tried setting the default value in RT_SiteConfig.pm to no avail and > I >have also cleared out the mason cache and restarted. Any setting stored in your session (by changing the portlet on the fornt page) is going to trump your Preference. You may need to log out and log back in to clear anything stored in the session. -kevin pgpInMZuL901l.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] template emails for custom fields
Thanks Roy for responding! I actually *just* figured it out. The thing that constantly threw me off is that all the thread support i've read always included that additiona ('sub queues'). I have multiple queue and I wanted to make sure that the right queue gets placed in the template. As it turns out all I needed was to exclude that and the proper value would get populated: {$Ticket->FirstCustomFieldValue} Thanks again, psminusaxl On Wed, Apr 14, 2010 at 8:52 AM, Raed El-Hames wrote: > Hi; > > You can include something like: > > {my $subq = $Ticket->FirstCustomFieldValue('sub queues')} > > In the body of the template; any where you wish 2 lines below the header > lines > > Regards; > > Roy > > > > psminusaxl wrote: > >> >> Hi guys, >> >> I got a template that sends out an email everytime a ticket is created. >> It >> works fine as is, it has the company information and standard greeting and >> even the ticket number and subject of the ticket. Here's the delima >> though: >> >> I got a queue, say Support and under support I've created several custom >> fields (sub queues) such as desktop, printers and network. I can't seem >> to >> figure out what syntax I should be putting in the template in order for >> the >> email to send out the custom field information. i.e: if a ticket is in >> the >> Support queue and is in the "printers" sub queue, it would send out the >> email to the user with both of those information. >> >> Any help is appreciated. Thanks, >> pslminusaxl >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] problem with attached files not sent
Hi, Here's my problem ! First, I'm using RT 3.8.1, perl 5.8.8 and mysql 5.0.32 on a debian (etch). I use the web interface to reply to my customers tickets and I have to attach files to my replies. So I attach files with the "choose file" and then "Add more files" buttons. When I update the ticket, sometimes no files are sent, sometimes juste 1 of 2 files is sent, sometimes everything works ok. I tested to reply to a ticket with 6 files, 4 times (with the same files) - 1st try, only 5 files were sent - 2nd try, all the 6 files were sent - 3rd try, 4 files were sent - 4th try, 5 files were sent I've got no error in the apache log, and I've not seen this kind of problem anywhere. Help is very welcomed ;) Thanks Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] template emails for custom fields
Hi; You can include something like: {my $subq = $Ticket->FirstCustomFieldValue('sub queues')} In the body of the template; any where you wish 2 lines below the header lines Regards; Roy psminusaxl wrote: Hi guys, I got a template that sends out an email everytime a ticket is created. It works fine as is, it has the company information and standard greeting and even the ticket number and subject of the ticket. Here's the delima though: I got a queue, say Support and under support I've created several custom fields (sub queues) such as desktop, printers and network. I can't seem to figure out what syntax I should be putting in the template in order for the email to send out the custom field information. i.e: if a ticket is in the Support queue and is in the "printers" sub queue, it would send out the email to the user with both of those information. Any help is appreciated. Thanks, pslminusaxl Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] "homepage refresh interval" under preferences
Hi guys, I've tried setting the "homepage refresh interval" under preferences and save it at 2 minutes or any other value, but it does work. Odd thing is in the Main Page the "Refresh" option to set refresh interval works! I have tried setting the default value in RT_SiteConfig.pm to no avail and I have also cleared out the mason cache and restarted. Any advice is appreciated, psminusaxl Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] template emails for custom fields
Hi guys, I got a template that sends out an email everytime a ticket is created. It works fine as is, it has the company information and standard greeting and even the ticket number and subject of the ticket. Here's the delima though: I got a queue, say Support and under support I've created several custom fields (sub queues) such as desktop, printers and network. I can't seem to figure out what syntax I should be putting in the template in order for the email to send out the custom field information. i.e: if a ticket is in the Support queue and is in the "printers" sub queue, it would send out the email to the user with both of those information. Any help is appreciated. Thanks, pslminusaxl Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] DisGrouMem index
Thanks to everyone reply .. I should have done a bit more research first , I had another index combining (GroupId,MemberId) that must have been added by me/some one in my organisation, and I wrongly assumed that RT created both indexes making the DisGrouMem (GroupId,MemberId,Disabled) useless. Been using RT for many years , lost track of what was done when and by whom .. Once again thanks for all the replies Regards; Roy Ian Pellew wrote: From my experience with compound indexes (Informix), the optimiser will use the leading component of the compound, thereafter, it would force a scan of the table. The column 'disabled' is in the compound, and very likely not be the first component and hence, a forced a scan. Drop the index and you would deprive queries of the first component as an index. This would be quite painfull if the first was used as a "join" component, and probably is. Is the index DisGrouMem (GroupId,MemberId,Disabled) required for 3.8 I wouldn't recommend it. . Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] DisGrouMem index
Hello Raed, In theory mysql can use the 3 element index and avoid looking at the table. If you have query that looks into X columns and all those X columns are part of an index then mysql doesn't touch table at all and completes query right from the index. For this particular tamble more than 50% (may be even 90%) of queries use MemberId, GroupId and Disabled columns. However, last time I checked mysql has a bug in optimizer and doesn't use this feature. I still think RT is better with the three columns variant as it will bring more speed as soon as bug fixed in mysql (may be it even fixed in mysql 5.1.some or repo). Sure, you don't have to have both indexes. It's better to drop one. Which one to drop is up to you. On Wed, Apr 14, 2010 at 5:54 PM, Raed El-Hames wrote: > Jesse; > > Ah - In my database I do also have index GrouMem (GroupId,MemberId) on > CachedGroupMembers > Your reply prompted me to have a look at the source code and it seems for > one reason or another I may have created this index myself based on the > Oracle schema some time in the past few years. > > Considering there is (GroupId,MemberId) index, do you still recommend not to > drop the DisGrouMem index (what will be the reason)? > I will need to drop one of them and I inclined to drop the 3 element index > -- unless you tell me not to. > > Regards; > > Roy > > Jesse Vincent wrote: >> >> On Wed, Apr 14, 2010 at 02:17:10PM +0100, Raed El-Hames wrote: >> >>> >>> Hi; >>> >>> rt-3.8.7 >>> mysql 5.1 >>> >>> Is the index DisGrouMem (GroupId,MemberId,Disabled) required for 3.8 >>> >>> When I did: >>> select * from CachedGroupMembers where Disabled = 1; >>> I got back 232 rows out of 5594612 >>> >>> Which in my opinion makes that index useless ? >>> >> >> My recollection is that MySQL can do just fine using the first component >> of a compound index. >> >> >>> >>> Ist required , can I drop it?? >>> >> >> I wouldn't recommend it. >> >> >>> >>> Regards; >>> Roy >>> >>> >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.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. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] DisGrouMem index
>From my experience with compound indexes (Informix), the optimiser will use >the leading component of the compound, thereafter, it would force a scan of >the table. The column 'disabled' is in the compound, and very likely not be the first component and hence, a forced a scan. Drop the index and you would deprive queries of the first component as an index. This would be quite painfull if the first was used as a "join" component, and probably is. >> Is the index DisGrouMem (GroupId,MemberId,Disabled) required for 3.8 > >I wouldn't recommend it. . Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] DisGrouMem index
Roy, The schema that came with RT 3.8.5 has the DisGrouMem index on CachedGroupMembers and not the GrouMem index. I would drop that latter index. Regards, Ken On Wed, Apr 14, 2010 at 02:54:01PM +0100, Raed El-Hames wrote: > Jesse; > > Ah - In my database I do also have index GrouMem (GroupId,MemberId) on > CachedGroupMembers > Your reply prompted me to have a look at the source code and it seems for > one reason or another I may have created this index myself based on the > Oracle schema some time in the past few years. > > Considering there is (GroupId,MemberId) index, do you still recommend not > to drop the DisGrouMem index (what will be the reason)? > I will need to drop one of them and I inclined to drop the 3 element index > -- unless you tell me not to. > > Regards; > > Roy > > Jesse Vincent wrote: >> >> On Wed, Apr 14, 2010 at 02:17:10PM +0100, Raed El-Hames wrote: >> >>> Hi; >>> >>> rt-3.8.7 >>> mysql 5.1 >>> >>> Is the index DisGrouMem (GroupId,MemberId,Disabled) required for 3.8 >>> >>> When I did: >>> select * from CachedGroupMembers where Disabled = 1; >>> I got back 232 rows out of 5594612 >>> >>> Which in my opinion makes that index useless ? >>> >> >> My recollection is that MySQL can do just fine using the first component >> of a compound index. >> >> >>> Ist required , can I drop it?? >>> >> >> I wouldn't recommend it. >> >> >>> Regards; >>> Roy >>> >>> >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> >> > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] DisGrouMem index
Jesse; Ah - In my database I do also have index GrouMem (GroupId,MemberId) on CachedGroupMembers Your reply prompted me to have a look at the source code and it seems for one reason or another I may have created this index myself based on the Oracle schema some time in the past few years. Considering there is (GroupId,MemberId) index, do you still recommend not to drop the DisGrouMem index (what will be the reason)? I will need to drop one of them and I inclined to drop the 3 element index -- unless you tell me not to. Regards; Roy Jesse Vincent wrote: On Wed, Apr 14, 2010 at 02:17:10PM +0100, Raed El-Hames wrote: Hi; rt-3.8.7 mysql 5.1 Is the index DisGrouMem (GroupId,MemberId,Disabled) required for 3.8 When I did: select * from CachedGroupMembers where Disabled = 1; I got back 232 rows out of 5594612 Which in my opinion makes that index useless ? My recollection is that MySQL can do just fine using the first component of a compound index. Ist required , can I drop it?? I wouldn't recommend it. Regards; Roy Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Newbie log question
I have a fresh instalation. I look at the http_error.log and I see lines like:- [Wed Apr 14 10:28:54 2010] [info]: #2/83 - Scrip 3 On Create Autoreply To Requestors (/usr/local/Rt/rt-3.8.7/bin/../lib/RT/Action/SendEmail.pm:300) This must be saying what needs to be done as I have next nothing set up at the moment. What is the #2/83 ? Is it of any significance ? My "book" is not yet with me !! . Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] DisGrouMem index
If you do not have an index, won't you need to do a sequential scan of the full table each time. With 6m entries, it could take a while. Cheers, Ken On Wed, Apr 14, 2010 at 02:17:10PM +0100, Raed El-Hames wrote: > Hi; > > rt-3.8.7 > mysql 5.1 > > Is the index DisGrouMem (GroupId,MemberId,Disabled) required for 3.8 > > When I did: > select * from CachedGroupMembers where Disabled = 1; > I got back 232 rows out of 5594612 > > Which in my opinion makes that index useless ? > > Ist required , can I drop it?? > > > Regards; > Roy > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] DisGrouMem index
On Wed, Apr 14, 2010 at 02:17:10PM +0100, Raed El-Hames wrote: > Hi; > > rt-3.8.7 > mysql 5.1 > > Is the index DisGrouMem (GroupId,MemberId,Disabled) required for 3.8 > > When I did: > select * from CachedGroupMembers where Disabled = 1; > I got back 232 rows out of 5594612 > > Which in my opinion makes that index useless ? My recollection is that MySQL can do just fine using the first component of a compound index. > Ist required , can I drop it?? I wouldn't recommend it. > > Regards; > Roy > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] DisGrouMem index
Hi; rt-3.8.7 mysql 5.1 Is the index DisGrouMem (GroupId,MemberId,Disabled) required for 3.8 When I did: select * from CachedGroupMembers where Disabled = 1; I got back 232 rows out of 5594612 Which in my opinion makes that index useless ? Ist required , can I drop it?? Regards; Roy Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Newbie Question
I've been looking at RT for a week. I just got this job and am taking over for someone who suddenly quit. I know PERL and am getting to know LINUX...I come from a UNIX background so that helps. Here's my situation: Our company has a group of customer service reps and my boss would rather have them share a login username and password as a group and then have a mandatory custom field for their real name and their email address. That way they (as a group) can see all the tickets for the group. He wants RT to use the email address entered as the one used for any correspondence, not the address for the username. Also, we would like to do field validation on the email to make sure it is a valid email address for our mail server. Is this feasible? I need someone to point me in the right direction. I have "RT Essentials" ordered and on the way, but I'm not so sure that I will learn this from it...right? Thanks in advance, Brian This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] New install rt-mailgate problem
You're welcome! BTW, please add --- Cc: rt-users@lists.bestpractical.com --- to correspondence to let other subscribers know the results/flow. Ian Pellew wrote: Thanks Agnislav Just the nudge I needed. I get in these loops where nothing works out of stupidity. It seems you haven't set port when you call rt-mailgate. In your case it should be similar to: | //usr/local/Rt/rt-3.8.7/bin/rt-mailgate --queue General --action correspond --url >https://rt.host.com:8001/ -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 PortaOne Booth 812 @ ITW 2010 International Telecommunication Week Marriott Wardman Park Hotel Washington, DC - May 24-26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com