[rt-users] migrating database
Hi All, We're currently running RT 3.8.0 plugging into MySQL 5.0 (local) running on Centos 5.4. Due to performance issues i am looking at partitioning the Attachments Tickets tables to try and squeeze out some performance. However, MySQL 5.1 isnt available via Centos 5.4. So my solution is too build a seperate VM, build MySQL 5.1 from source on this new server, and then point the WebRT Application to the new remote MySQL Server. Where in RT do i change the MySQL database location from localhost to remote host ? Regards Ronald Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] migrating database
It is set in the RT_Config.pm/RT_SiteConfig.pm files. Ken On Wed, Jun 09, 2010 at 02:37:59PM +0200, ronald higgins wrote: Hi All, We're currently running RT 3.8.0 plugging into MySQL 5.0 (local) running on Centos 5.4. Due to performance issues i am looking at partitioning the Attachments Tickets tables to try and squeeze out some performance. However, MySQL 5.1 isnt available via Centos 5.4. So my solution is too build a seperate VM, build MySQL 5.1 from source on this new server, and then point the WebRT Application to the new remote MySQL Server. Where in RT do i change the MySQL database location from localhost to remote host ? Regards Ronald 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] migrating database
On Wed, Jun 09, 2010 at 02:37:59PM +0200, ronald higgins wrote: Hi All, We're currently running RT 3.8.0 plugging into MySQL 5.0 (local) running on Centos 5.4. Due to performance issues i am looking at partitioning the Attachments Tickets tables to try and squeeze out some performance. However, MySQL 5.1 isnt available via Centos 5.4. So my solution is too build a seperate VM, build MySQL 5.1 from source on this new server, and then point the WebRT Application to the new remote MySQL Server. Where in RT do i change the MySQL database location from localhost to remote host ? Look at $DatabaseHost in etc/RT_Config.pm and override it in RT_SiteConfig.pm. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT email time
So then, there is no way to change this? other than move my server local time 4 hours behind the real time? That would affect the RT GUI too. On Thu, Jun 3, 2010 at 11:46 AM, James Moseley jmose...@corp.xanadoo.comwrote: I believe RT, by design, uses the UTC timestamp when storing data in the database. -- James On Thu, Jun 3, 2010 at 10:19 AM, Juan N. DLC juann@gmail.com wrote: Yes, I do have the TZ configured in my RT_SiteConfig.pm # Time Zone: Set($Timezone , 'America/Puerto_Rico'); LIke I said, the GUI time is working fine, the problem is MySQL, when creating a ticket it set the Creation Time 4 hours after the real time. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT email time
On Wed, Jun 09, 2010 at 09:01:34AM -0400, Juan N. DLC wrote: So then, there is no way to change this? other than move my server local time 4 hours behind the real time? That would affect the RT GUI too. On Thu, Jun 3, 2010 at 11:46 AM, James Moseley jmose...@corp.xanadoo.comwrote: I believe RT, by design, uses the UTC timestamp when storing data in the database. -- James On Thu, Jun 3, 2010 at 10:19 AM, Juan N. DLC juann@gmail.com wrote: Yes, I do have the TZ configured in my RT_SiteConfig.pm # Time Zone: Set($Timezone , 'America/Puerto_Rico'); LIke I said, the GUI time is working fine, the problem is MySQL, when creating a ticket it set the Creation Time 4 hours after the real time. You should be able to set the time_zone for your MySQL database when it starts and/or the database connection. Then you will be able to retrieve/set the correct values. (Not a MySQL expert.) Cheers, Ken Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] migrating database
Thanks very much for the info all. On Wed, Jun 9, 2010 at 2:52 PM, Emmanuel Lacour elac...@easter-eggs.com wrote: On Wed, Jun 09, 2010 at 02:37:59PM +0200, ronald higgins wrote: Hi All, We're currently running RT 3.8.0 plugging into MySQL 5.0 (local) running on Centos 5.4. Due to performance issues i am looking at partitioning the Attachments Tickets tables to try and squeeze out some performance. However, MySQL 5.1 isnt available via Centos 5.4. So my solution is too build a seperate VM, build MySQL 5.1 from source on this new server, and then point the WebRT Application to the new remote MySQL Server. Where in RT do i change the MySQL database location from localhost to remote host ? Look at $DatabaseHost in etc/RT_Config.pm and override it in RT_SiteConfig.pm. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT email time
On Wed, Jun 09, 2010 at 09:01:34AM -0400, Juan N. DLC wrote: So then, there is no way to change this? other than move my server local time 4 hours behind the real time? That would affect the RT GUI too. Juan As James correctly stated, RT stores dates in the database in GMT and converts them for display in the UI. If you want to pull data directly from the DB, you will have to do your own conversion. If you are pulling from the API or the UI and getting the wrong date then that would be interesting. -kevin On Thu, Jun 3, 2010 at 11:46 AM, James Moseley [1]jmose...@corp.xanadoo.com wrote: I believe RT, by design, uses the UTC timestamp when storing data in the database. -- James On Thu, Jun 3, 2010 at 10:19 AM, Juan N. DLC [2]juann@gmail.com wrote: Yes, I do have the TZ configured in my RT_SiteConfig.pm # Time Zone: Set($Timezone , 'America/Puerto_Rico'); LIke I said, the GUI time is working fine, the problem is MySQL, when creating a ticket it set the Creation Time 4 hours after the real time. pgpW8rsqI7jty.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Apache2::RequestIO::rflush
Hi, I'm getting a lot of messages like that in log: [crit]: Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm line 1020 (/opt/rt3/bin/webmux.pl:165) What could cause this?? I'm using RT 3.8.5 Thanks in advance. -- Sergio Roberto Charpinel Jr. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] FW: winmail.dat attachments only on ticket Replies
I figured it out, in case anyone else runs into the same issue. I was trying to figure out why replies were being handled differently and I knew that the original header becomes wrapped in the reply header. So it occurred to me to try piping the message through the tnef decoder twice and viola... rt-support: |/usr/bin/tnef|/usr/bin/tnef|/etc/smrsh/rt-mailgate --queue 'Support' --action correspond --url http://rt.domain.com/ Steve From: Juan Mas [mailto:juan@gmail.com] Sent: Monday, June 07, 2010 12:16 PM To: Steve O'Brien Cc: RT-Users@lists.bestpractical.com Subject: Re: [rt-users] winmail.dat attachments only on ticket Replies I just went through a similar issue. Though for me, if a user submitted a new ticket and were using Rich Text formatting, it would create the winmail.dat file. The only way I was able to fix it was to disable TNEF formatting in Exchange. If you look up TNEF and RT you will probably find some workarounds for your RT server, but I couldn't get any of them to work, so resorted to disabling it completely on Exchange. On Mon, Jun 7, 2010 at 3:10 PM, Steve O'Brien steve.obr...@hdesd.orgmailto:steve.obr...@hdesd.org wrote: Hello, I am trying to figure out how to get RT-mailgate to parse winamil.dat files that are attached to ticket replies. 1.)If a user opens a ticket with an attachment - no problem 2.)If a user creates a new email using the subject line included in the original ticket with an attachment - no problem 3.)If a user click on reply to the ticket and adds an attachment then I get winmail.dat attachment - problem TIA, Steve 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] RT email time
Thank you for all your replays, For correction, I'm not trying to tdo queries to my RT DB, my problem is that for some reason between RT and MySQL is a time_zone problem. my RT GUI have the correct time/date but MySQL is using UTC time, 4 hours ahead the real time. On Wed, Jun 9, 2010 at 10:57 AM, Kevin Falcone falc...@bestpractical.comwrote: On Wed, Jun 09, 2010 at 09:01:34AM -0400, Juan N. DLC wrote: So then, there is no way to change this? other than move my server local time 4 hours behind the real time? That would affect the RT GUI too. Juan As James correctly stated, RT stores dates in the database in GMT and converts them for display in the UI. If you want to pull data directly from the DB, you will have to do your own conversion. If you are pulling from the API or the UI and getting the wrong date then that would be interesting. -kevin On Thu, Jun 3, 2010 at 11:46 AM, James Moseley [1] jmose...@corp.xanadoo.com wrote: I believe RT, by design, uses the UTC timestamp when storing data in the database. -- James On Thu, Jun 3, 2010 at 10:19 AM, Juan N. DLC [2] juann@gmail.com wrote: Yes, I do have the TZ configured in my RT_SiteConfig.pm # Time Zone: Set($Timezone , 'America/Puerto_Rico'); LIke I said, the GUI time is working fine, the problem is MySQL, when creating a ticket it set the Creation Time 4 hours after the real time. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT email time
On Wed, Jun 09, 2010 at 11:31:28AM -0400, Juan N. DLC wrote: For correction, I'm not trying to tdo queries to my RT DB, my problem is that for some reason between RT and MySQL is a time_zone problem. my RT GUI have the correct time/date but MySQL is using UTC time, 4 hours ahead the real time. RT stores dates in MySQL in UTC. It then converts on display. -kevin On Wed, Jun 9, 2010 at 10:57 AM, Kevin Falcone [1]falc...@bestpractical.com wrote: On Wed, Jun 09, 2010 at 09:01:34AM -0400, Juan N. DLC wrote: So then, there is no way to change this? other than move my server local time 4 hours behind the real time? That would affect the RT GUI too. Juan As James correctly stated, RT stores dates in the database in GMT and converts them for display in the UI. If you want to pull data directly from the DB, you will have to do your own conversion. If you are pulling from the API or the UI and getting the wrong date then that would be interesting. -kevin On Thu, Jun 3, 2010 at 11:46 AM, James Moseley [1][2]jmose...@corp.xanadoo.com wrote: I believe RT, by design, uses the UTC timestamp when storing data in the database. -- James On Thu, Jun 3, 2010 at 10:19 AM, Juan N. DLC [2][3]juann@gmail.com wrote: Yes, I do have the TZ configured in my RT_SiteConfig.pm # Time Zone: Set($Timezone , 'America/Puerto_Rico'); LIke I said, the GUI time is working fine, the problem is MySQL, when creating a ticket it set the Creation Time 4 hours after the real time. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at [4]http://rtbook.bestpractical.com References Visible links 1. mailto:falc...@bestpractical.com 2. mailto:jmose...@corp.xanadoo.com 3. mailto:juann@gmail.com 4. http://rtbook.bestpractical.com/ Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com pgp2pVOCDLZij.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] RT email time
OK, so what will be the best approach to resolve my issue? On Wed, Jun 9, 2010 at 11:53 AM, Kevin Falcone falc...@bestpractical.comwrote: On Wed, Jun 09, 2010 at 11:31:28AM -0400, Juan N. DLC wrote: For correction, I'm not trying to tdo queries to my RT DB, my problem is that for some reason between RT and MySQL is a time_zone problem. my RT GUI have the correct time/date but MySQL is using UTC time, 4 hours ahead the real time. RT stores dates in MySQL in UTC. It then converts on display. -kevin On Wed, Jun 9, 2010 at 10:57 AM, Kevin Falcone [1] falc...@bestpractical.com wrote: On Wed, Jun 09, 2010 at 09:01:34AM -0400, Juan N. DLC wrote: So then, there is no way to change this? other than move my server local time 4 hours behind the real time? That would affect the RT GUI too. Juan As James correctly stated, RT stores dates in the database in GMT and converts them for display in the UI. If you want to pull data directly from the DB, you will have to do your own conversion. If you are pulling from the API or the UI and getting the wrong date then that would be interesting. -kevin On Thu, Jun 3, 2010 at 11:46 AM, James Moseley [1][2] jmose...@corp.xanadoo.com wrote: I believe RT, by design, uses the UTC timestamp when storing data in the database. -- James On Thu, Jun 3, 2010 at 10:19 AM, Juan N. DLC [2][3] juann@gmail.com wrote: Yes, I do have the TZ configured in my RT_SiteConfig.pm # Time Zone: Set($Timezone , 'America/Puerto_Rico'); LIke I said, the GUI time is working fine, the problem is MySQL, when creating a ticket it set the Creation Time 4 hours after the real time. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at [4]http://rtbook.bestpractical.com References Visible links 1. mailto:falc...@bestpractical.com 2. mailto:jmose...@corp.xanadoo.com 3. mailto:juann@gmail.com 4. 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] Spawn multiple child tickets
Thanks, Kevin. I'm pretty much doing this on a novice level, and could use a
little more explaining if possible. Please see notes in caps and
parenthesis below:
Jonathan
Your condition only checks if the first value is Florida and then
again hardcodes the first value into the ticket creation. Using
FirstCustomFieldValue is never going to show you the second value.
(HOW DO I REFERENCE THE 2ND, 3RD, ETC. CUSTOM FIELD VALUES IN MY CONDITION?
I DON'T SUPPOSE IT'S AS EASY AS SecondCustomFieldValue.)
CreateTickets can create multiple tickets by defining them in the
Template with differing ===Create-Ticket: lines (see the pod in the
action) but that requires you to know how many tickets you want.
(COULD YOU PLEASE EXPLAIN THE ABOVE FURTHER? I'M NOT SURE I COMPLETELY
UNDERSTAND.)
I believe in the past people have advised that you either write a look
that calls Ticket-Create for each CustomFieldValue, but you should be
able to generate the template entirely within {} for each
CustomFieldValue if you want to go that route.
-kevin
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Re: [rt-users] Spawn multiple child tickets
Jonathan,
If I understand this right, you want to create a child ticket for every
value the user selects in the Custom Field. If they choose Florida and
Maine, then you want two child tickets. If they select Florida, you want
one. What if they select 3 or 4 values? If this is the case, I would create
a scrip for each possible value, that way, no matter how many they select,
each one will create a child ticket.
Kenn
LBNL
On Wed, Jun 9, 2010 at 9:10 AM, Jonathan Rummel jrum...@imapp.com wrote:
Thanks, Kevin. I'm pretty much doing this on a novice level, and could use
a
little more explaining if possible. Please see notes in caps and
parenthesis below:
Jonathan
Your condition only checks if the first value is Florida and then
again hardcodes the first value into the ticket creation. Using
FirstCustomFieldValue is never going to show you the second value.
(HOW DO I REFERENCE THE 2ND, 3RD, ETC. CUSTOM FIELD VALUES IN MY CONDITION?
I DON'T SUPPOSE IT'S AS EASY AS SecondCustomFieldValue.)
CreateTickets can create multiple tickets by defining them in the
Template with differing ===Create-Ticket: lines (see the pod in the
action) but that requires you to know how many tickets you want.
(COULD YOU PLEASE EXPLAIN THE ABOVE FURTHER? I'M NOT SURE I COMPLETELY
UNDERSTAND.)
I believe in the past people have advised that you either write a look
that calls Ticket-Create for each CustomFieldValue, but you should be
able to generate the template entirely within {} for each
CustomFieldValue if you want to go that route.
-kevin
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Re: [rt-users] Spawn multiple child tickets
That's correct, Kenn. If they select 3 values, I want 3 child tickets and so
on. However, that's my main problem. I've done what you're suggesting (by
using the code I provided, with one scrip for each state), and it only
creates a child ticket for the first option selected. Any ideas?
Jonathan
Kenneth Crocker wrote:
Jonathan,
If I understand this right, you want to create a child ticket for every
value the user selects in the Custom Field. If they choose Florida and
Maine, then you want two child tickets. If they select Florida, you want
one. What if they select 3 or 4 values? If this is the case, I would
create
a scrip for each possible value, that way, no matter how many they select,
each one will create a child ticket.
Kenn
LBNL
On Wed, Jun 9, 2010 at 9:10 AM, Jonathan Rummel jrum...@imapp.com wrote:
Thanks, Kevin. I'm pretty much doing this on a novice level, and could
use
a
little more explaining if possible. Please see notes in caps and
parenthesis below:
Jonathan
Your condition only checks if the first value is Florida and then
again hardcodes the first value into the ticket creation. Using
FirstCustomFieldValue is never going to show you the second value.
(HOW DO I REFERENCE THE 2ND, 3RD, ETC. CUSTOM FIELD VALUES IN MY
CONDITION?
I DON'T SUPPOSE IT'S AS EASY AS SecondCustomFieldValue.)
CreateTickets can create multiple tickets by defining them in the
Template with differing ===Create-Ticket: lines (see the pod in the
action) but that requires you to know how many tickets you want.
(COULD YOU PLEASE EXPLAIN THE ABOVE FURTHER? I'M NOT SURE I COMPLETELY
UNDERSTAND.)
I believe in the past people have advised that you either write a look
that calls Ticket-Create for each CustomFieldValue, but you should be
able to generate the template entirely within {} for each
CustomFieldValue if you want to go that route.
-kevin
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Re: [rt-users] RT email time
On Wed, Jun 09, 2010 at 12:08:04PM -0400, Juan N. DLC wrote: OK, so what will be the best approach to resolve my issue? I still don't know what your issue is. If your issue is that RT is storing dates in the database in UTC then you really don't have an approach other than 'rewrite RT' -kevin On Wed, Jun 9, 2010 at 11:53 AM, Kevin Falcone [1]falc...@bestpractical.com wrote: On Wed, Jun 09, 2010 at 11:31:28AM -0400, Juan N. DLC wrote: For correction, I'm not trying to tdo queries to my RT DB, my problem is that for some reason between RT and MySQL is a time_zone problem. my RT GUI have the correct time/date but MySQL is using UTC time, 4 hours ahead the real time. RT stores dates in MySQL in UTC. It then converts on display. -kevin On Wed, Jun 9, 2010 at 10:57 AM, Kevin Falcone [1][2]falc...@bestpractical.com wrote: On Wed, Jun 09, 2010 at 09:01:34AM -0400, Juan N. DLC wrote: So then, there is no way to change this? other than move my server local time 4 hours behind the real time? That would affect the RT GUI too. Juan As James correctly stated, RT stores dates in the database in GMT and converts them for display in the UI. If you want to pull data directly from the DB, you will have to do your own conversion. If you are pulling from the API or the UI and getting the wrong date then that would be interesting. -kevin On Thu, Jun 3, 2010 at 11:46 AM, James Moseley [1][2][3]jmose...@corp.xanadoo.com wrote: I believe RT, by design, uses the UTC timestamp when storing data in the database. -- James On Thu, Jun 3, 2010 at 10:19 AM, Juan N. DLC [2][3][4]juann@gmail.com wrote: Yes, I do have the TZ configured in my RT_SiteConfig.pm # Time Zone: Set($Timezone , 'America/Puerto_Rico'); LIke I said, the GUI time is working fine, the problem is MySQL, when creating a ticket it set the Creation Time 4 hours after the real time. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at [4][5]http://rtbook.bestpractical.com References Visible links 1. mailto:[6]falc...@bestpractical.com 2. mailto:[7]jmose...@corp.xanadoo.com 3. mailto:[8]juann@gmail.com 4. [9]http://rtbook.bestpractical.com/ Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at [10]http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at [11]http://rtbook.bestpractical.com References Visible links 1. mailto:falc...@bestpractical.com 2. mailto:falc...@bestpractical.com 3. mailto:jmose...@corp.xanadoo.com 4. mailto:juann@gmail.com 5. http://rtbook.bestpractical.com/ 6. mailto:falc...@bestpractical.com 7. mailto:jmose...@corp.xanadoo.com 8. mailto:juann@gmail.com 9. http://rtbook.bestpractical.com/ 10. http://rtbook.bestpractical.com/ 11. http://rtbook.bestpractical.com/ Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com pgp3iz5a91Ada.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] How to change the RT Self Service web interface for Unprivileged user?
Hi Kevin, Thanks for your reply. I have able to add the date column in RT Self Service by adding Created parameter in the file in /opt/rt3/share/html/SelfService/Elements/MyRequest. /Sumon On 6/9/2010 2:20 AM, Kevin Falcone wrote: On Wed, Jun 09, 2010 at 12:31:06AM +0200, Saiful Islam Sumon wrote: Can anyone tell me how to change the default web interface for the Unprivileged users (RT Self Service) in RT. I would like to add the Date column in RT Self Service / Open tickets and Close tickets pages. Assuming you're running 3.8.7 or higher, open RT_Config.pm and search for SelfService to find the appropriate config option -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] Spawn multiple child tickets
Jonathan,
Try something like this:
Condition: User Defined
Action: Create Tickets
Template: Create Child Ticket
Stage: TransactionBatch
Custom Condition:
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
if ($trans-Type eq 'CustomField')
{my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id,
Name = YOUR CF);
return 0 unless $cf-id;
if ($trans-Field == $cf-id
$trans-NewValue eq Florida)
{
return 1;
}
}
return 0;
That should create the ticket. I think you will need a different scrip for
notification purposes. One notification scrip should suffice for all the
tickets created.
Be sure to use TransactionBatch.
Hope this helps.
Kenn
LBNL
On Wed, Jun 9, 2010 at 10:41 AM, Jonathan Rummel jrum...@imapp.com wrote:
That's correct, Kenn. If they select 3 values, I want 3 child tickets and
so
on. However, that's my main problem. I've done what you're suggesting (by
using the code I provided, with one scrip for each state), and it only
creates a child ticket for the first option selected. Any ideas?
Jonathan
Kenneth Crocker wrote:
Jonathan,
If I understand this right, you want to create a child ticket for every
value the user selects in the Custom Field. If they choose Florida and
Maine, then you want two child tickets. If they select Florida, you want
one. What if they select 3 or 4 values? If this is the case, I would
create
a scrip for each possible value, that way, no matter how many they
select,
each one will create a child ticket.
Kenn
LBNL
On Wed, Jun 9, 2010 at 9:10 AM, Jonathan Rummel jrum...@imapp.com
wrote:
Thanks, Kevin. I'm pretty much doing this on a novice level, and could
use
a
little more explaining if possible. Please see notes in caps and
parenthesis below:
Jonathan
Your condition only checks if the first value is Florida and then
again hardcodes the first value into the ticket creation. Using
FirstCustomFieldValue is never going to show you the second value.
(HOW DO I REFERENCE THE 2ND, 3RD, ETC. CUSTOM FIELD VALUES IN MY
CONDITION?
I DON'T SUPPOSE IT'S AS EASY AS SecondCustomFieldValue.)
CreateTickets can create multiple tickets by defining them in the
Template with differing ===Create-Ticket: lines (see the pod in the
action) but that requires you to know how many tickets you want.
(COULD YOU PLEASE EXPLAIN THE ABOVE FURTHER? I'M NOT SURE I COMPLETELY
UNDERSTAND.)
I believe in the past people have advised that you either write a look
that calls Ticket-Create for each CustomFieldValue, but you should be
able to generate the template entirely within {} for each
CustomFieldValue if you want to go that route.
-kevin
--
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[rt-users] LDAP External Authentication Issue
I have been trying to configure my RT to communicate with my ldap, but I have
been running into problems. I did install the perl module below is my
configuration and error after I restart apache (apache failed to restart):
# THE BASICS:
Set($rtname, 'TAG');
Set($Organization, 'TAG');
Set($CorrespondAddress , 'helpd...@test.action.go');
Set($CommentAddress , 'webmas...@test.action.go');
Set($Timezone , 'EDT'); # obviously choose what suits you
Set($MinimumPasswordLength, 8);
# THE DATABASE:
Set($DatabaseType, 'mysql'); # e.g. Pg or mysql
# These are the settings we used above when creating the RT database,
# you MUST set these to what you chose in the section above.
Set($DatabaseUser , 'rtuser');
Set($DatabasePassword , 'wibble');
Set($DatabaseName , 'rt3'); # Ensure this is set to rt3!
# THE WEBSERVER:
Set($WebPath , );
Set($WebBaseURL , http://helpdesk.TAG.test.go;);
#THE EMAIL SERVER
Set($SendmailPath , /usr/sbin/sendmail);
Set($SendmailArguments,-oi -t -ODeliveryMode=b -OErrorMode=m);
Set($UseFriendlyFromLine, 1);
Set($FriendlyFromLineFormat, \%s via RT\ %s);
Set($TruncateLongAttachments, undef);
#THE LDAP SERVER
Set(@Plugins, qw(RT::Authen::ExternalAuth));
Set($EmailCompletionUnprivileged,privileged);
# Following is LDAP authorization block
Set($ExternalAuthPriority, [ 'My_LDAP' ]);
Set($ExternalInfoPriority, [ 'My_LDAP' ]);
Set($AutoCreateNonExternalUsers,1);
Set($ExternalSettings, {
'My_LDAP' = { ## GENERIC SECTION
'type' = 'ldap',
'server'= '192.168.5.0',
'user' = 'administrator',
'pass' = '*',
'base' = 'dc=action,dc=test,dc=go',
# The filter to use to match RT-Users
'filter' = '(sAMAccountName=%u)',
# A catch-all example filter: '(objectClass=*)'
#
# The filter that will only match disabled users
#'d_filter' = '(FILTER_STRING)',
'd_filter' = '((objectCategory=person)(objectClass=user))',
# A catch-none example d_filter: '(objectClass=FooBarBaz)'
#
'net_ldap_args' = [version = 3 ],
# Does authentication depend on group membership? What group name?
#'group' = 'GROUP_NAME',
# What is the attribute for the group object that determines membership?
#'group_attr'= 'GROUP_ATTR',
## RT ATTRIBUTE MATCHING SECTION
# The list of RT attributes that uniquely identify a user
'attr_match_list' = ['Name',
'EmailAddress'
#'RealName'
],
# The mapping of RT attributes on to LDAP attributes
'attr_map' = { 'Name' = 'cn',
'EmailAddress' = 'test.action.go',
'WorkPhone' = 'telephoneNumber',
'MobilePhone' = 'mobile',
'RealName' = 'displayName',
'NickName' = 'preferredName',
'Organization' = 'Location',
'Address1' = 'mailstop',
'City' = 'homeCity',
'State' = 'st',
'Zip' = 'postalCode',
'Country' = 'co'
}
}
}
);
1;
Error from log is:
[Wed Jun 09 16:26:50 2010] [notice] caught SIGTERM, shutting down
[Wed Jun 9 20:26:53 2010] [error]: The RTAddressRegexp option is not set in
the config. Not setting this option results in additional SQL queries to check $
[Wed Jun 9 20:27:04 2010] [error]: The RTAddressRegexp option is not set in
the config. Not setting this option results in additional SQL queries to check $
[Wed Jun 09 16:27:13 2010] [notice] Apache/2.2.11 (Ubuntu) PHP/5.2.6-3ubuntu4.5
with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.0 configured -- resuming normal$
[Wed Jun 09 16:30:30 2010] [notice] caught SIGTERM, shutting down
[Wed Jun 9 20:30:33 2010] [error]: The RTAddressRegexp option is not set in
the config. Not setting this option results in additional SQL queries to check $
[Wed Jun 9 20:30:44 2010] [error]: The RTAddressRegexp option is not set in
the config. Not setting this option results in additional SQL queries to check $
[Wed Jun 09 16:30:53 2010] [notice] Apache/2.2.11 (Ubuntu) PHP/5.2.6-3ubuntu4.5
with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.0 configured -- resuming normal$
[Wed Jun 09 16:49:20 2010] [notice] caught SIGTERM, shutting down
[Wed Jun 09 16:49:23 2010] [error] Can't locate RT/Authen/ExternalAuth.pm in
@INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl /u$
[Wed Jun 09 16:49:23 2010] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl
[rt-users] Problems with multiple instances on FC4
Hello, i currently have in production rt version RT 3.4.4 i have just gone thru the build process and install for rt-3.8.8 i have two sub domains, once for each installation rt3 for the old and rtx for the new I have them both set up as below , when i try to access the original rt3.mydomain.com, i get the error on the log file [Wed Jun 09 15:55:55 2010] [error] [Mason] File does not exist: /home/rt3/share/html/manager/html to fix this i have to comment out in the new PerlModule Apache::DBI PerlRequire /home/rtx/bin/webmux.pl then of course the new does not work thanks for any help this is from my httpd.conf #- VirtualHost xxx.xxx.xxx.20:80 ServerName rt3.mydomain.com DocumentRoot /home/rt3/share/html AddDefaultCharset UTF-8 ErrorLog /var/log/httpd/rt3.com-error_log CustomLog /var/log/httpd/rt3.com-access_log combined RedirectMatch permanent (.*)/$ http://rt3.mydomain.com$1/index.html PerlModule Apache::DBI PerlRequire /home/rt3/bin/webmux.pl Location / SetHandler perl-script PerlHandler RT::Mason /Location /VirtualHost VirtualHost xxx.xxx.xxx.20:80 ServerName rtx.xxx.com DocumentRoot /home/rtx/share/html AddDefaultCharset UTF-8 ErrorLog /var/log/httpd/rtx.com-error_log CustomLog /var/log/httpd/rtx.com-access_log combined RedirectMatch permanent (.*)/$ http://rtx.mydomain.com$1/index.html PerlModule Apache::DBI PerlRequire /home/rtx/bin/webmux.pl Location / SetHandler perl-script PerlHandler RT::Mason /Location /VirtualHost #- Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Upgrade 3.2.2 to 3.8.7
Im in the process of preparing to upgrade an ancient RT 3.2.2 instance to 3.8.7. The plan is pretty straight forward. Run up new Ubuntu 10.04 host, install and configure blank 3.8.7 instance as per Ubuntu packages. Dump database on old 3.2.2 host, import database onto new Ubuntu host. Run necessary upgrade scripts. Just like http://wiki.bestpractical.com/view/MigrateToNewServer. What I would like assistance with is determining what order of upgrades I need to run to get the database to upgrade successfully. I have read about the rt-setup-database which looks like it should do what needs to be done automagically. Perhaps there's some caveats im missing? Can anyone share a clue? cheers Andrew -- Never be afraid to try something new. Remember, amateurs built the ark, and professionals built the Titanic. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
