[rt-users] Ticket/User creation
Is there and API available in 3.6 or 3.8 so that I can create a ticket and get the ticket number (and create a user if necessary). Currently I have a web interface that collects data, sets up an email with the required support information and sends it to a Queue Input address. I'd like to get the ticket number and connect directly to the RT interface/DB to do the job and collect the ticket number so I can put in references to the ticket into the other DB (my DB) so that we can see all RT support tickets linked to a specific issue. I'd be happy to continue to do this via email, but it would be better to get a direct link. If there is can someone point me to the docs (preferably with a simple example) please? Thanks, Michelle Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Slow Ticket History 3.8.8
Hi Justin, Our RT instance is much smaller than yours, but we had very similar problems. Optimizing MySQL using the output from the tuner script made nearly all the speed issues go away. The one remaining issue we had with slow queries was resolved after the upgrade to 3.8.8 Your key buffer size looks like overkill - probably want to reduce that, and you have many joins done without indexes - that's a performance killer. Your InnoDB memory allocation looks like it needs to be increasing. Overall I'd say your database performance is skewed towards ISAM performance and not InnoDB (Which is what RT3 uses by default) Kim On 2010-06-29 10:53, Justin Hayes wrote: Seem to be quite a few things to look at Jason. Need to figure out what they all mean first. Justin General Statistics -- [--] Skipped version check for MySQLTuner script [OK] Currently running supported MySQL version 5.1.37-1ubuntu5.4-log [OK] Operating on 64-bit architecture Storage Engine Statistics --- [--] Status: -Archive -BDB -Federated +InnoDB -ISAM -NDBCluster [--] Data in MyISAM tables: 611M (Tables: 8) [--] Data in InnoDB tables: 10G (Tables: 20) [!!] Total fragmented tables: 21 Performance Metrics - [--] Up for: 19d 19h 32m 37s (110M q [64.266 qps], 222K conn, TX: 637B, RX: 39B) [--] Reads / Writes: 98% / 2% [--] Total buffers: 602.0M global + 134.8M per thread (150 max threads) [!!] Maximum possible memory usage: 20.3G (262% of installed RAM) [OK] Slow queries: 0% (229K/110M) [!!] Highest connection usage: 100% (151/150) [OK] Key buffer size / total MyISAM indexes: 512.0M/6.7M [OK] Key buffer hit rate: 100.0% (84M cached / 7K reads) [OK] Query cache efficiency: 71.4% (76M cached / 107M selects) [!!] Query cache prunes per day: 661360 [OK] Sorts requiring temporary tables: 0% (0 temp sorts / 2M sorts) [!!] Joins performed without indexes: 112714 [!!] Temporary tables created on disk: 33% (968K on disk / 2M total) [OK] Thread cache hit rate: 99% (1K created / 222K connections) [OK] Table cache hit rate: 36% (318 open / 880 opened) [OK] Open file limit used: 14% (166/1K) [OK] Table locks acquired immediately: 99% (39M immediate / 39M locks) [!!] InnoDB data size / buffer pool: 10.1G/8.0M Recommendations - General recommendations: Run OPTIMIZE TABLE to defragment tables for better performance Reduce your overall MySQL memory footprint for system stability Reduce or eliminate persistent connections to reduce connection usage Adjust your join queries to always utilize indexes When making adjustments, make tmp_table_size/max_heap_table_size equal Reduce your SELECT DISTINCT queries without LIMIT clauses Variables to adjust: *** MySQL's maximum memory usage is dangerously high *** *** Add RAM before increasing MySQL buffer variables *** max_connections (> 150) wait_timeout (< 28800) interactive_timeout (< 28800) query_cache_size (> 16M) join_buffer_size (> 2.0M, or always use indexes with joins) tmp_table_size (> 128M) max_heap_table_size (> 64M) innodb_buffer_pool_size (>= 10G) Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] QuickSpamHandler.tgz
On Wed, 2010-06-30 at 14:06 +1200, Francois Marier wrote: > Do anybody have a copy of the QuickSpamHandler.tgz tarball that is > referenced from http://wiki.bestpractical.com/view/SpamFiltering ? In case anybody else is looking for this, I found a very similar extension: http://search.cpan.org/~ruz/RT-Extension-ReportSpam-0.02/lib/RT/Extension/ReportSpam.pm I've added a link to it on the wiki. Cheers, Francois Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] webmux.pl error - Apache won't start
Found another error in the apache2 logfile showing this error when trying to start apache2. Can't locate object method "Config" via package "RT" at /opt/rt3/bin/webmux.pl line 136. Compilation failed in require at (eval 242) line 1. This is the other error I have: Can't load Perl file: /opt/rt3/bin/webmux.pl Can someone please help me? I really need to get this up and running. More details can be found below from previous emails. Thanks! -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Patton, Brandon Sent: Tuesday, June 29, 2010 2:50 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Upgrading from RT 3.6.5 Ok, I'm getting closer and closer to getting this to work but having a problem with the Apache setup. I have created the config for Apache as shown by numerous examples but no matter which example I follow, I get the following error trying to start Apache: Can't load Perl file: /opt/rt3/bin/webmux.pl If I uncomment the "PerlRequire" line apache will start and I get the website with the "Your Almost There!" message. Here is the config info I'm using for Apache ServerName nethealth DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl ErrorLog /opt/rt3/var/log/apache2.error SetHandler perl-script PerlHandler RT::Mason OS: Ubuntu 8.04.0 MySQL 5.0.51 PostFix Mail 2.54 Apache 2.28 Request Tacker: 3.8.8 -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Patton, Brandon Sent: Tuesday, June 29, 2010 10:43 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Upgrading from RT 3.6.5 I'm in the process of trying to upgrade now and I've gotten to the part of updating the database and I get the following error. Can anyone help me? r...@nethealth:/opt/rt3/sbin# ./rt-setup-database --dba root --prompt-for-dba-password --action upgrade In order to create or update your RT database, this script needs to connect to your mysql instance on localhost as root Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: mysql Host: localhost Name: rtdb User: rtuser DBA:root Couldn't finish 'upgrade' step. ERROR: Couldn't read dir './etc/upgrade' with upgrade data The upgrade directory is there, not sure why it can't read it. Of course, I'm not an expert on permissions either. r...@nethealth:/opt/rt3/etc# ls -l total 196 -r 1 root www 90 2010-06-28 15:53 acl.Informix -r 1 root www 859 2010-06-28 15:53 acl.mysql -r 1 root www 27 2010-06-28 15:53 acl.Oracle -r 1 root www1912 2010-06-28 15:53 acl.Pg -r 1 root www 232 2010-06-28 15:53 acl.Sybase -r 1 root www 22776 2010-06-28 15:53 initialdata -r--r- 1 root www 46335 2010-06-28 15:53 RT_Config.pm -rw-r- 1 root www1027 2010-06-28 16:11 RT_SiteConfig.pm -r 1 root www 10518 2010-06-28 15:53 schema.Informix -r 1 root www 13236 2010-06-28 15:53 schema.mysql-4.0 -r 1 root www 14164 2010-06-28 15:53 schema.mysql-4.1 -r 1 root www 11776 2010-06-28 15:53 schema.Oracle -r 1 root www 13904 2010-06-28 15:53 schema.Pg -r 1 root www 10769 2010-06-28 15:53 schema.SQLite -r 1 root www 11550 2010-06-28 15:53 schema.Sybase drwxr-xr-x 25 administrator administrator 4096 2010-06-28 15:52 upgrade -Original Message- From: Jerrad Pierce [mailto:jpie...@cambridgeenergyalliance.org] Sent: Friday, June 25, 2010 2:14 PM To: Patton, Brandon Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Upgrading from RT 3.6.5 Ungh, Ubuntu as a server. Leaving that aside, simply use the package manager (something like Synaptic in the GUI) to check where the files for the rt package are installed. Back those up if you have concerns about possible customizations done to core instead of local code. Backup your database. Then: A) Update your system to something more modern, and install the corresponding rt package B) Download the source tarball from Best Practical, and follow the enclosed directions P.S. /opt/rt3 is the default path, for some reason several distributions like Ubuntu like to shove stuff under /usr/local/packageName and give users longer pathnames to deal with. 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 Esse
Re: [rt-users] webmux.pl error - Apache won't start
Patton, Brandon wrote: Found another error in the apache2 logfile showing this error when trying to start apache2. Can't locate object method "Config" via package "RT" at /opt/rt3/bin/webmux.pl line 136. Compilation failed in require at (eval 242) line 1. This is the other error I have: Can't load Perl file: /opt/rt3/bin/webmux.pl Did you run 'make testdeps' ?? Might be that rt-3.8.8 needs newer versions of installed modules or even need new modules that currently not installed. Regards, Joop Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] webmux.pl error - Apache won't start
Yes, it said all dependencies were found. r...@nethealth:~/rt-3.8.8# make testdeps /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql --with-fastcgi perl: >=5.8.3(5.8.8) ...found users: rt group (www) ...found bin owner (root) ...found libs owner (root) ...found libs group (bin) ...found web owner (www) ...found web group (www) ...found CLI dependencies: Term::ReadKey ...found Getopt::Long >= 2.24 ...found HTTP::Request::Common ...found Term::ReadLine ...found Text::ParseWords ...found LWP ...found CORE dependencies: Class::ReturnValue >= 0.40 ...found Text::Quoted >= 2.02 ...found CSS::Squish >= 0.06 ...found Encode >= 2.21 ...found Module::Versions::Report >= 1.05 ...found MIME::Entity >= 5.425 ...found DBI >= 1.37 ...found Locale::Maketext::Lexicon >= 0.32 ...found Devel::StackTrace >= 1.19 ...found Digest::base ...found Time::ParseDate ...found File::Temp >= 0.18 ...found Locale::Maketext >= 1.06 ...found Tree::Simple >= 1.04 ...found Text::Template >= 1.44 ...found Scalar::Util ...found HTML::Scrubber >= 0.08 ...found File::Spec >= 0.8 ...found Calendar::Simple ...found DBIx::SearchBuilder >= 1.54 ...found Sys::Syslog >= 0.16 ...found Mail::Mailer >= 1.57 ...found File::ShareDir ...found Regexp::Common ...found Digest::MD5 >= 2.27 ...found HTML::Entities ...found Cache::Simple::TimedExpiry ...found File::Glob ...found Locale::Maketext::Fuzzy ...found Time::HiRes ...found Text::Wrapper ...found Log::Dispatch >= 2.0 ...found UNIVERSAL::require ...found Email::Address ...found DASHBOARDS dependencies: HTML::RewriteAttributes >= 0.02 ...found MIME::Types ...found FASTCGI dependencies: CGI::Fast ...found CGI >= 3.38 ...found FCGI ...found GD dependencies: GD::Text ...found GD ...found GD::Graph ...found GPG dependencies: PerlIO::eol ...found GnuPG::Interface ...found ICAL dependencies: Data::ICal ...found MAILGATE dependencies: Pod::Usage ...found HTML::TreeBuilder ...found Getopt::Long ...found HTML::FormatText ...found LWP::UserAgent ...found MASON dependencies: Storable >= 2.08 ...found CSS::Squish >= 0.06 ...found Apache::Session >= 1.53 ...found Errno ...found Devel::StackTrace >= 1.19 ...found CGI::Cookie >= 1.20 ...found Text::WikiFormat >= 0.76 ...found XML::RSS >= 1.05 ...found HTML::Mason >= 1.36 ...found Digest::MD5 >= 2.27 ...found MYSQL dependencies: DBD::mysql >= 2.1018 ...found SMTP dependencies: Net::SMTP ...found STANDALONE dependencies: Net::Server ...found HTTP::Server::Simple >= 0.34 ...found HTTP::Server::Simple::Mason >= 0.09 ...found All dependencies have been found. -Original Message- From: Joop van de Wege [mailto:joopvandew...@mococo.nl] Sent: Wednesday, June 30, 2010 10:27 AM To: Patton, Brandon Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] webmux.pl error - Apache won't start Patton, Brandon wrote: > Found another error in the apache2 logfile showing this error when trying to > start apache2. > > Can't locate object method "Config" via package "RT" at > /opt/rt3/bin/webmux.pl line 136. > Compilation failed in require at (eval 242) line 1. > > This is the other error I have: > > Can't load Perl file: /opt/rt3/bin/webmux.pl > Did you run 'make testdeps' ?? Might be that rt-3.8.8 needs newer versions of installed modules or even need new modules that currently not installed. Regards, Joop Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Query Builder froze
Hi, Suze Linux 2.6.16 RT 3.6.6 Apache 2.2.6 MySQL 5.1.45 We have 2 instances of RT: - DEV for development - PRD for production A query created in RT's Query Builder on the DEV environment works fine. By creating the same query on the PRD environment froze until timeout appear. I've tried to connect the RT DEV to MySQL PRD, all works fine. I've tried to connect the RT PRD to MySQL DEV, it froze. I've tried to compare the both RT's directory content, all seems to be identical. How can I solve this problèm ? Many thanks in advance. Horst ___ Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___ Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] webmux.pl error - Apache won't start
Patton, Brandon wrote: Found another error in the apache2 logfile showing this error when trying to start apache2. Can't locate object method "Config" via package "RT" at /opt/rt3/bin/webmux.pl line 136. Compilation failed in require at (eval 242) line 1. This is the other error I have: Can't load Perl file: /opt/rt3/bin/webmux.pl Can someone please help me? I really need to get this up and running. More details can be found below from previous emails. Thanks! -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Patton, Brandon Sent: Tuesday, June 29, 2010 2:50 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Upgrading from RT 3.6.5 Ok, I'm getting closer and closer to getting this to work but having a problem with the Apache setup. I have created the config for Apache as shown by numerous examples but no matter which example I follow, I get the following error trying to start Apache: Can't load Perl file: /opt/rt3/bin/webmux.pl If I uncomment the "PerlRequire" line apache will start and I get the website with the "Your Almost There!" message. Here is the config info I'm using for Apache ServerName nethealth DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl ErrorLog /opt/rt3/var/log/apache2.error SetHandler perl-script PerlHandler RT::Mason This is my RT config vhost ServerName rt3.server.nl DocumentRoot /opt/rt3/share/html PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl Alias /rt3 /opt/rt3/share/html SetHandler default SetHandler perl-script PerlHandler RT::Mason ErrorLog /var/log/httpd/rt_error.log # Possible values include: debug, info, notice, warn, error, crit, # alert, emerg. LogLevel info ServerSignature On This one is simpler might help since it doesn't include the problem module. Further do you have the latest of Apache::DBI installed? If my memory is correct I had problems that make testdeps didn't detect if I had it installed. Had to do that by hand. Regards, Joop Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Query Builder froze
Horst, What are the differences in you RT_Config and RT_SiteConfig.pm files? Kenn LBNL On Wed, Jun 30, 2010 at 7:32 AM, Horst Kriegers wrote: > Hi, > > Suze Linux 2.6.16 > RT 3.6.6 > Apache 2.2.6 > MySQL 5.1.45 > > We have 2 instances of RT: > - DEV for development > - PRD for production > > > A query created in RT's Query Builder on the DEV environment works fine. > By creating the same query on the PRD environment froze until timeout > appear. > > I've tried to connect the RT DEV to MySQL PRD, all works fine. > I've tried to connect the RT PRD to MySQL DEV, it froze. > I've tried to compare the both RT's directory content, all seems to be > identical. > > > How can I solve this problèm ? > > > Many thanks in advance. > Horst > > > > ___ > > Le contenu de ce courriel est uniquement réservé à la personne ou > l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, > veuillez nous en informer au plus vite et détruire le présent courriel. Dans > ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou > de l'utiliser de quelque manière que ce soit. > > ___ > > The content of this e-mail is intended only and solely for the use of the > named recipient or organisation. If you are not the named recipient, please > inform us immediately and delete the present e-mail. In this case, you are > nor allowed to copy, distribute or use this e-mail in any way. > > ___ > > > 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] Ticket/User creation
On Wed, Jun 30, 2010 at 09:13:17AM +0200, Michelle Sullivan wrote: > Is there and API available in 3.6 or 3.8 so that I can create a ticket > and get the ticket number (and create a user if necessary). > > Currently I have a web interface that collects data, sets up an email > with the required support information and sends it to a Queue Input address. > > I'd like to get the ticket number and connect directly to the RT > interface/DB to do the job and collect the ticket number so I can put in > references to the ticket into the other DB (my DB) so that we can see > all RT support tickets linked to a specific issue. I'd be happy to > continue to do this via email, but it would be better to get a direct link. > > If there is can someone point me to the docs (preferably with a simple > example) please? > you can use the REST[1] interface provided by RT. See [2] for examples on how to use it. [1] - http://fr.wikipedia.org/wiki/Representational_State_Transfer [2] - http://wiki.bestpractical.com/view/REST Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Reply to Resolved Ticket
On Tue, Jun 29, 2010 at 12:51:23PM +1000, Sam Quade wrote: > Hi > Looking for a way to set a rule for resolved tickets to lock them down to > either not accept replies or preferably on reply to create a new ticket in > that same queue. > It wouldn't necessarily need to refer to the old ticket but that would be > handy. > Appreciate any assistance with this, apologies if it has been covered before. > > Using version RT 3.8.7 > You have to setup a scrip for this: Scrip condition: http://wiki.bestpractical.com/view/ReplyToResolved Scrip action: http://wiki.bestpractical.com/view/ForkIntoNewTicket Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] webmux.pl error - Apache won't start
Still no go, because your config also has reference to " PerlRequire /opt/rt3/bin/webmux.pl" If I comment this line out, Apache will start but then when you browse the site you get the webpage that says "You're Almost There!". How can I tell if I have the latest Apache::DBI installed? Like I mentioned earlier, I'm a linux novice and inherited this machine after a co-worker left. -Original Message- From: Joop van de Wege [mailto:joopvandew...@mococo.nl] Sent: Wednesday, June 30, 2010 10:49 AM To: Patton, Brandon Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] webmux.pl error - Apache won't start Patton, Brandon wrote: > Found another error in the apache2 logfile showing this error when trying to > start apache2. > > Can't locate object method "Config" via package "RT" at > /opt/rt3/bin/webmux.pl line 136. > Compilation failed in require at (eval 242) line 1. > > This is the other error I have: > > Can't load Perl file: /opt/rt3/bin/webmux.pl > > > > Can someone please help me? I really need to get this up and running. More > details can be found below from previous emails. > Thanks! > > > > > -Original Message- > From: rt-users-boun...@lists.bestpractical.com > [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Patton, Brandon > Sent: Tuesday, June 29, 2010 2:50 PM > To: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] Upgrading from RT 3.6.5 > > Ok, I'm getting closer and closer to getting this to work but having a > problem with the Apache setup. I have created the config for Apache as shown > by numerous examples but no matter which example I follow, I get the > following error trying to start Apache: > > Can't load Perl file: /opt/rt3/bin/webmux.pl > > If I uncomment the "PerlRequire" line apache will start and I get the website > with the "Your Almost There!" message. > > Here is the config info I'm using for Apache > > > ServerName nethealth > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > PerlModule Apache2 Apache::compat > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > ErrorLog /opt/rt3/var/log/apache2.error > > > SetHandler perl-script > PerlHandler RT::Mason > > This is my RT config vhost ServerName rt3.server.nl DocumentRoot /opt/rt3/share/html PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl Alias /rt3 /opt/rt3/share/html SetHandler default SetHandler perl-script PerlHandler RT::Mason ErrorLog /var/log/httpd/rt_error.log # Possible values include: debug, info, notice, warn, error, crit, # alert, emerg. LogLevel info ServerSignature On This one is simpler might help since it doesn't include the problem module. Further do you have the latest of Apache::DBI installed? If my memory is correct I had problems that make testdeps didn't detect if I had it installed. Had to do that by hand. Regards, Joop Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Tracking Mileage from Ticket Transactions
Hi, Firstly, I'm just getting back into RT after changing jobs, so It's been 4 years since I started to work on customizing RT. We run a IT services company, and we're looking for a nice easy way to track mileage on a ticket transaction. What I'd envisioned is inside a ticket transaction, have a custom field similar to Time Worked, where you can enter a value and have it increment the total value in the way that time worked happens. I assume I'll need two custom fields, Mileage Total and Mileage, and on Ticket Submit, take Mileage and add it to the Mileage Total value, is this correct? I would also like to keep a monthly log of mileage, so on ticket submission, if there is a Mileage entry, create a comment in a different queue called "Mileage Queue" where I'd have a ticket for each user, each month. The first part seems simple enough to do providing I'm in the right path, and the second will take some playing around with I'm sure, but it seems possible. Before I get too caught up, is there anyone that has a similar setup that could post their configurations? Thanks, Chad Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Going crazy with RT 3.8 and Timezones for Display Dates
Hi RT Users,
since we are planing our RT 3.8 migration, we are cross checking all our
scrips and some scrips with time calculaltions driving me mad.
Example from RT 3.6.x
We have two CF's: Date and the other Time
CF.Date
CF.Time
The user is entering the date and the time in utc normally - our RT is
running in UTC
Then i have a tiny scrip:
my $DUEDATE = $self->TicketObj->FirstCustomFieldValue('Date');
my $DUETIME = $self->TicketObj->FirstCustomFieldValue('Time');
my $DUE = $DUEDATE." ".$DUETIME;
$self->TicketObj->SetDue($DUE);
return 1;
Under RT 3.6. RT was setting this simply to the entered values, all was
fine.
Now with RT 3.8 RT the user is able to enter his timezone offset for Display
and RT is adding the Timezone Difference to this value.
Any hints how to prevent this? or to make sure to get the correct value,
entered by the user?
Torsten
--
MFG
Torsten Brumm
http://www.brumm.me
http://www.elektrofeld.de
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] SetPriority oddities.
Hi Kenn
Thank you for the input. It might very well be some kind of cache problem.
To follow up on the example below where I type in 100 as priority.
By using RT::Logger i see the following:
Jun 30 18:55:34 ubuntu RT: Priority_after_SetPri: 50 ((eval 3725):17)
Jun 30 18:55:34 ubuntu RT: TransPriority_after_SetPri_oldvalue: 50
((eval 3725):18)
Jun 30 18:55:34 ubuntu RT: TransPriority_after_SetPri_newvalue: 100
((eval 3725):19)
The logs are right after the SetPriority method has been called. The
first log line checks what the actual priority is:
$RT::Logger->error("Priority_after_SetPri: ".$self->TicketObj->Priority);
The next two lines I check what the old and new values of the
transactionobject is and was:
$RT::Logger->error("TransPriority_after_SetPri_oldvalue:
".$self->TransactionObj->OldValue);
$RT::Logger->error("TransPriority_after_SetPri_newvalue:
".$self->TransactionObj->NewValue);
So you can see there is some confusion in RT about what the values are.
The priority itself is 50but the new value of the transactionobject
is 100.
I simply do not know if this will present some problem further down the
road or if I should file it as cosmetic (maybe a bug?).
I guess what I need is a scrip that ignores anything typed into the
priority field in this case (with a more complicated condition check in
the final script).
Any ideas?
Btw: Can anyone reproduce this behaviour?
br
Marc
On 2010-06-29 19:01, Kenneth Crocker wrote:
> Marc,
>
> I could be wrong but I suspect that what you are seeing after you made a
> change has to do with what is in cache.
>
> Your scrip code was for "Cleanup" so after RT made your change to 100,
> the "Cleanup" scrip came along and changed it back to 50, but cache
> still has what you TYPED into that field.
>
> That's my best guess. Hope it helps.
>
> Kenn
> LBNL
>
> On Tue, Jun 29, 2010 at 6:41 AM, Marc Andersen > wrote:
>
> Hi everyone
>
> I've been trying to wrap my head around RT for a couple of days now
> (actually RT-IR).
> Currently I am trying to add some business logic (yes...scrips :) ).
>
> I noted some oddities while trying to set my priority field using custom
> fields. I can essentially get it to work, but I have not been able to
> figure out why I run into the problem below.
>
> So I made up a very simple scrip to illustrate my point:
>
> Condition: on Transaction
> Action: User defined
> Global Template: Blank
> Stage: Transaction Batch
>
> Custom action cleanup code:
> $self->TicketObj->SetPriority (50);
>
>
> Then I set about to test it:
>
> 1)
> Create ticket --> ticket gets created and priority is 50.
>
> 2)
> Edit ticket --> I update anything but the priority in the ticket, just
> to trigger the script. For instance by changing the tickets subject. -->
> Save changes --> Priority remains 50.
>
> 3)
> Edit ticket --> this time I update the priority field and set it to,
> say, 100. The expected outcome: priority will be set to 50 by the script
> --> Save changes --> actual outcome: the priority field _seems_ to be
> set to 100, although the script was triggered (confirmed by using
> RT::Logger).
>
> 4)
> Now this is where I get confused. Somehow, my script was overruled in
> 3). However, as soon as I access the ticket again by navigating to the
> ticket, i.e. clicking on display or selecting the ticket in the left
> menu bar or otherwise navigating around, the priority will be at 50,
> without my scrip running again.
>
> So my guess is, that my script actually saved the right priority in the
> database, but didn't update some essential object when displaying the
> ticket right after pressing 'Save Changes'
>
> Does anybody know what is happening here?
>
> Please bear in mind that the scrip here just illustrates my point and is
> not the actual final scrip I want to use in production (which would be
> setting the priority through several custom fields).
>
> Hope somebody has an answer.
>
> regards
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
--
Marc Andersen
IT Security Analyst
Direct: + 45 3545 0164
E-mail: m...@govcert.dk
The Danish GovCERT
Ministry of Science, Technology
and Innovation
National IT and Telecom Agency
Holsteinsgade 63
DK-2100 København O
Tel.: +45 3545
Fax: +45 3545 0010
E-mail: i...@itst.dk
www.itst.dk
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] RTFM Saved Searches on Dashboards
I'm curious if anyone is using RTFM saved searches as queries on dashboards. They show up in the 'Available' selection box as 'Article: ', but when added to the dashboard shows an error "could not find component for path '/Search/Elements/Article'. Peter Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Trouble getting mail to work with RT 3.8 on CentOS 5.5 VM with MSMTP
Hi RT-Users,
I'm having a bit of trouble getting my RT config to work. Initially, MSMTP
was working and sending blank e-mails (they were appearing from "unknown
sender" and the message headers were almost empty). I'm not sure what I did
to break this, but I assure you it was in an attempt to fix something. I am
using mod_perl if this matters (perl version 5.8.8). I have followed all of
the documentation on the bestpractical wiki, and as far as I can tell
everythign seems to be in place. When I create a new ticket I get the
following messages in /var/log/messages:
Jun 30 13:40:09 testbed RT: <
rt-3.8.8-4957-1277930409-1228.2-...@corp.takelessons.com> #2/35 - Scrip 3 On
Create Autoreply To Requestors
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300)
Jun 30 13:40:09 testbed RTmailer: CALL /usr/local/bin/msmtp -nt --from=
helpd...@domain.com -C /opt/rt3/etc/msmtp_wrapper.conf RETURNED 78
Jun 30 13:40:09 testbed RT: <
rt-3.8.8-4957-1277930409-1228.2-...@corp.domain.com> sent To:
mdubend...@gmail.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:331)
Jun 30 13:40:09 testbed RT: <
rt-3.8.8-4957-1277930409-1816.2-...@corp.domain.com> #2/35 - Scrip 4 On
Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300)
Jun 30 13:40:09 testbed RT: <
rt-3.8.8-4957-1277930409-1816.2-...@corp.domain.com> No recipients found.
Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:352)
Jun 30 13:40:09 testbed RT: Ticket 2 created in queue 'General' by root
(/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:671)
This is what I'm getting for output... the line that says "RTmailer: CALL
/usr/local/bin/msmtp" etc has been hacked up a bit as I made some changes to
it trying to get things to work... what I have figured out is that RETURNED
78 is supposed to be a configuration file error. However, when I issue the
same exact command as the same user as RT I am able to send mail. Let me
show you that:
sudo -u apache cat test.txt | ./msmtp_wrapper
This pipes a file to the msmtp_wrapper that is being called and it
successfully sends mail and returns 0. I imagine this is what should be
happening when RT does it.
I'll include my RT_SiteConfig for reference as well:
# vim /etc/request-tracker3.8/RT_SiteConfig.pm
#TIMEZONE – takes the timezone from linux installation.
my $zone = "UTC";
$zone='/bin/cat /etc/timezone'
if -f "/etc/timezone";
chomp $zone;
Set($Timezone, $zone);
# THE BASICS:
Set($rtname, 'domainrt');
Set($Organization, 'corp.domain.com');
Set($CorrespondAddress , 'helpde...@domain.com');
Set($CommentAddress , 'helpde...@domain.com');
# THE WEBSERVER:
Set($WebPath , "/rt");
Set($WebBaseURL , "http://testbed/rt";);
# THE DATABASE:
Set($DatabaseType, 'mysql');
Set($DatabaseHost, 'localhost');
Set($DatabasePort, '3306');
Set($DatabaseUser , 'rt_user');
Set($DatabasePassword , 'rt_pass');
Set($DatabaseName, 'rt3');
#MAIL
Set($SendmailPath , "/opt/rt3/etc/msmtp_wrapper");
Set($MailCommand , "sendmailpipe");
Set($SendmailArguments, "--from=\"helpde...@domain.com\" -C
/opt/rt3/etc/msmtp_wrapper.conf");
Set($OwnerEmail , "mdubendr...@domain.com");
Set($RTAddressRegexp , "helpde...@domain\.com");
Set($OverrideOutgoingMailFrom, {
'Default' => "helpde...@domain.com",
'General' => "helpde...@domain.com",
});
Any assistance would be greatly appreciated, this has been a bit of a
nightmare for me. Let me know if there is any more information you need from
me. Thanks a lot.
-Mike
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Re: [rt-users] RT Mobile for iPhone
Would seem to be a better solution to incorporate something like iWebkit ( http://iwebkit.net/ ) into an install of RT and just use a web interface like everything else. Then it is mostly device agnostic. On Fri, Jun 25, 2010 at 9:02 AM, Paul O'Rorke wrote: > another vote for it on Android... :-) > > > On 24/06/2010 3:15 PM, Paul wrote: > >> Same here. >> >> Paul >> >> On 06/24/2010 03:03 PM, Ariel Saia wrote: >> >> >>> I would love to see an Android version :) >>> >>> Ariel >>> >>> >>> -Original Message- >>> From: rt-users-boun...@lists.bestpractical.com [mailto: >>> rt-users-boun...@lists.bestpractical.com] On Behalf Of Dustin Collins >>> Sent: Thursday, June 24, 2010 3:57 PM >>> To: rt-users@lists.bestpractical.com >>> Subject: [rt-users] RT Mobile for iPhone >>> >>> This is an RT client for iPhone. Check it out if your interested. >>> >>> http://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8 >>> >>> 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 > -- Ryan Hardester Information Systems Technician II City of Tracy Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
