Re: [rt-users] Requiring a Subject on new ticket?
On Tue, 20 Jul 2010 14:44:16 -0400 Juan Mas juan@gmail.com wrote: When someone submits a new ticket through e-mail is there a way force them to add a subject or the ticket won't be created? We're running RT 3.8.7 Hi Juan This extension seems to work ok: http://search.cpan.org/dist/RT-Extension-MandatorySubject/ Or you could write a piece of custom ajax and perl, which is fired by the on submit regards Garry -- Dr Garry Booth IT Services Loughborough University Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Customization / Callback Question for Ticket/Elements/Tabs.
Good morning,
I am currently trying to customize RTs Action Listing in the top of the Ticket
Display (Comment, Correspond, Forward, Resolve). I am using callbacks, but they
do not invoke as expected. As a basic idea I have been using the example of
Dirk Pape, specifically
http://page.mi.fu-berlin.de/dirkpape/rt3/Callbacks/MI/Ticket/Elements/Tabs/Default
The code I am actually using looks like this:
%INIT
if ($Ticket) {
# overwrite the default Action for Resolve to Correspond
if ( $Ticket-CurrentUserHasRight('ModifyTicket') ( $Ticket-Status
ne 'resolved' ) ) {
$actions-{'G'}-{'path'} =
Ticket/Update.html?Action=RespondDefaultStatus=resolvedid=.$Ticket-id;
}
# Set To Test
if ( $Ticket-CurrentUserHasRight('ModifyTicket') ( $Ticket-Status
ne 'test' ) ) {
$actions-{'T'} = {
title = 'Test',
path =
Ticket/Update.html?Action=RespondDefaultStatus=testid=
. $Ticket-id };
}
# Add as Watcher
if ( $Ticket-CurrentUserHasRight('Watch') ) {
$actions-{'W'} = {
title = loc('Watch'),
path =
'Ticket/ModifyPeople.html?Ticket-AddWatcher-Principal-'
. $Ticket-CurrentUser-id
. '=Ccid='.$Ticket-id };
}
}
# $actions-{'ZZ2'} = { title = 'test2', path = 'test2' };
/%INIT
%ARGS
$Ticket = undef
$actions = undef
/%ARGS
The callback actually gets called, if I uncomment the ZZ2 entry, it gets
shown as expected. Unfortunately, the $Ticket object is undefined and thus
breaks the entire idea.
I am using RT 3.8.8 installed from Debian packages, the callback has been
placed into
/usr/local/share/request-tracker3.8/html/Callbacks/Ticket/Elements/Tabs/Default.
I would appreciate any hints, why this does not work.
Best regards,
Torben Nehmer
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[rt-users] CLI: Server error: Proxy Authorization Required (407)
Hello, i try to create a new ticket via the CLI but i've got an Error. Here the settings of my .rtrc : server http://10.20.x.xx/ the lokal adress of the Server user user passwd pwd If i do /opt/rt3/bin/rt create -t ticket i receive : rt: Server error: Proxy Authorization Required (407) My i should set the local adress in the Debian no proxy table an how i do this ? Greetings from Germany Ingo ___ Geschäftsführer: Rolf Herzog, Thomas Benk AGES Maut System GmbH Co. KG AG Düsseldorf HRA 14045, USt-IdNr.: DE 202525868 AGES International GmbH Co. KG AG Düsseldorf HRA 16636, USt-IdNr.: DE 813749831 AGES ETS GmbH AG Düsseldorf HRB 55580, USt-IdNr.: DE 814789134 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Moving RT Database to remote host
Hi RT Users, I currently have an RT Deployment, the web app and mysql db lives on the same machine. However, because Centos currently does not support a MySQL Server Version that supports partitioning I would like to move the DB to a remote host with MySQL 5.1 installed. Once i've imported the RT Data into the new remote DB how would i go about pointing the current RT web app to the remote MySQL Instance ? 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] Moving RT Database to remote host
Il 21/07/2010 10:48, ronald higgins ha scritto: Once i've imported the RT Data into the new remote DB how would i go about pointing the current RT web app to the remote MySQL Instance ? In the same place you configured during the install: RT_SiteConfig Doublecheck the connectivity between your frontend and the dbserver with a textual client before switching . cheers -- Andrea Perotti Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT 3.8.8, Apache, and FastCGI memory leak?
Hey folks, We've currently upgraded to RT 3.8.8 on RHEL 5 64-bit. We've deployed with Apache 2.2.3 (RHEL supplied), mod_fastcgi 2.4.6. Unfortunately, about 1-2x a day, the mason_handler.fcgi processes will progressively grow in memory consumption from running at about 90MB each to 1-3GB each, and continue to rise, until the machine fills swap and OOM killer has its fun. For example, right now you can see some of the processes which have for some reason, consumed and held onto quite a bit of memory: USER PID %CPU %MEMVSZ RSS TTY STAT START TIME COMMAND root 11216 0.0 0.1 198560 6332 ?Ss Jul20 0:00 /usr/sbin/httpd apache 11218 0.0 0.0 197968 3468 ?SJul20 0:00 \_ /usr/sbin/fcgi- apache 11219 0.3 29.2 1354192 1227444 ? SJul20 3:36 | \_ /usr/bin/perl /opt/rt3/bin/mason_handler.fcgi apache 11229 0.3 29.3 1356172 1229444 ? SJul20 3:46 | \_ /usr/bin/perl /opt/rt3/bin/mason_handler.fcgi apache 11232 0.2 7.7 452176 325296 ? SJul20 3:06 | \_ /usr/bin/perl /opt/rt3/bin/mason_handler.fcgi apache 11236 0.2 3.1 257672 131180 ? SJul20 2:21 | \_ /usr/bin/perl /opt/rt3/bin/mason_handler.fcgi RT is configured for use with mod_fastcgi via the directive: FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 within Apache's config. To work around this issue, I've investigated attempting to adjust mod_fastcgi via the FastCgiConfig directives, so the mason_handler.fcgi processes would be recycled (spawned, killed, etc) based on demand. In theory, that should just start to clean up used memory resources when there's a lull in activity. Unfortunately, I haven't had any success in this. Seems that the FastCgiConfig directives (singleThreshold, multiThreshold, minProcesses, maxProcesses, etc.) aren't being honored. It looks like I can also configure RT to just use mason_handler as an external FastCGI server, and have Apache/RT communicate via a local UNIX socket, but I don't think this will solve our issue as the external server (/opt/rt3/bin/fastcgi_server) doesn't have any advanced process scheduling abilities like those I was attempting to make use of with FastCgiConfig directives. Lastly, this issue seems to be quite similar to one posted at http://issues.bestpractical.com/Ticket/Display.html?id=15108 -- perhaps this is more widespread than on just my deployment? Anyways, any help/input would be greatly appreciated. I'd rather not have to cron restart Apache twice a day just to keep the service online. Thanks! -- Joshua West Senior Systems Engineer Brandeis University http://www.brandeis.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT 3.8.7 + Kerberos Authentication + LDAP Authorization
I've been trying to figure out how to best configure my RT
authentication/authorization.
We are running RT 3.8.7 and use the RT database (MYSQL) to store RT user
information (but not passwords).
We have a Kerberos KDC which stores passwords and provides single-sign-on
authentication across all of our kerberized systems.
Currently, I am using the following in my RT_Siteconfig.pm:
Set( $WebExternalAuth ,1);
Set( $WebExternalAuto ,1);
Set( $AutoCreate,{ Privileged = 0 });
Apache is configured to use mod_auth_kerb.so for authentication to our KDC, and
passes the authentication on to RT. This has been working as designed.
Here is my question:
We also have an LDAP directory with all staff user information and linux system
privileges, but it does not contain passwords.
I want to go one step further and configure RT to use our LDAP to determine
whether or not a user should be allowed to use RT, and if so, whether or not
they should be a privileged or unprivileged user. I've done some due diligence,
but all googling/wiki'ing seems to point to using EITHER WebExternalAuth
(kerberos) OR ExternalAuth (LDAP), but not both in the way I need them to.
That is, I want RT to use apache (via the KDC) for authentication, and use LDAP
for authorization.
For context, the reason I'm looking into this matter is that we have started
using RT to handle postmaster and abuse requests. As a result, our list of
unprivileged RT users is growing rapidly since every email AutoCreates a new RT
user.
Can anyone provide any assistance or guidance in this matter?
If I'm looking down the wrong road, I'm certainly open to making a turn in the
right direction.
Thank you!
Scott Sears
Infrastructure Team | Emma®
sc...@myemma.com
800.595.4401 or 615.292.5888
615.292.0777 (fax)
Emma helps organizations everywhere communicate market in style.
Visit us online at www.myemma.com
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Re: [rt-users] 10 newest unowned tickets
You will need to enable using SQL for ACLs in RT_SiteConfig.pm. It is beta/testing so buyer beware... Ken On Wed, Jul 21, 2010 at 10:45:48AM -0500, Mark Jenks wrote: I have an issue I am trying to figure out. The default search for unowned tickets is: Owner = 'Nobody' AND ( Status = 'new' Or Status = 'open') But it doesn't show everything for non system-admins. (i.e. people that can't see all of the queues) If I specify a queue, it works fine. It seems that it searches all the tickets, shows the top 10, and only displays the tickets that the user has access to the queues. So, if the user only has access to 1 out of 10 queues, there is a chance it will show nothing in it, because there are none in the top 10 that he as access to view. Sounds like a logic bug in the code? I am on 3.8.8. -Mark Mark Jenks Network Administrator iod incorporated mark.je...@iodincorporated.com mailto:mark.je...@iodincorporated.com 920-406-3702 CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. 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] 10 newest unowned tickets
Mark, It's just my opinion, but I like that logic. If I don't want someone to see tickets in a certain Queue, why would I want them to see unowned tickets in that same Queue? I wouldn't want that to change. Kenn LBNL On Wed, Jul 21, 2010 at 8:45 AM, Mark Jenks mark.je...@iodincorporated.comwrote: I have an issue I am trying to figure out. The default search for unowned tickets is: Owner = ‘Nobody’ AND ( Status = ‘new’ Or Status = ‘open’) But it doesn’t show everything for non system-admins. (i.e. people that can’t see all of the queues) If I specify a queue, it works fine. It seems that it searches all the tickets, shows the top 10, and only displays the tickets that the user has access to the queues. So, if the user only has access to 1 out of 10 queues, there is a chance it will show nothing in it, because there are none in the top 10 that he as access to view. Sounds like a logic bug in the code? I am on 3.8.8. -Mark Mark Jenks Network Administrator *iod incorporated* mark.je...@iodincorporated.com 920-406-3702 CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. 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] Prioritizing Scrips
Greg, Hopefully, you remembered to enable TransactionBatch and set your stage to that. Kenn LBNL On Tue, Jul 20, 2010 at 2:12 PM, Greg Curiel gcur...@purdue.edu wrote: Hello, Does anyone know of a way to prioritize which scrips get run first? I'm having a problem with a scrip that relies on another scrip which sets a custom field value. We'll call the scrips scrip A and scrip B. Scrip B relies on scrip A, but scrip B is getting processed first so the data it needs from scrip A does not exist yet. So I was wondering if there was a way to prioritize the scrips or perhaps someone knows a different work around? Thanks in advance, Greg Curiel -- View this message in context: http://old.nabble.com/Prioritizing-Scrips-tp29219689p29219689.html Sent from the Request Tracker - User mailing list archive at Nabble.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] 10 newest unowned tickets
On 07/21/2010 12:50 PM, Kenneth Crocker wrote: Mark, It's just my opinion, but I like that logic. If I don't want someone to see tickets in a certain Queue, why would I want them to see unowned tickets in that same Queue? I wouldn't want that to change. Kenn LBNL No, but you may still want to see 10 tickets. Investigate Set( $UseSQLForACLChecks, 1 ); in your RT_SiteConfig.pm. Jeff Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Shred more than 10 per rt-shredder run?
I searched around and couldn't find the answer. How does one override the default 10 object threshold with rt-shredder? Using RT 3.8.7 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 10 newest unowned tickets
On 7/21/2010 1:46 PM, Kenneth Crocker wrote: Jeff, Not if I'm not supposed to. So what if there aren't 10 unowned tickets in the list? As a matter of security, I sure wouldn't want someone looking at sensitive payroll info on requests in the Payroll Queue if they aren't even allowed to have access to the payroll Queue. Kenn LBNL If I understand correctly: There are 100 open tickets. The 10 newest unowned tickets belong to a queue that a user can't see. The user logs in and the 10 newest unowned tickets box is empty. There are 90 other tickets that are new and unowned that the user should be allowed to see but are not displayed. What I believe Mark and Jeff are saying (and that UseSQLForACLChecks does) is have the box be filled with the 10 newest unowned tickets that a user is allowed to see, ie, filter the tickets during the search as opposed to finding the top 10 and then filtering out what shouldn't be visible. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Mysql queries slow
Hi List, As an example of what I am talking about the query `select count(id) from Attachments;` The returned result is 174039, but it takes 39.1549 seconds to return that simple query. The Transactions table returns 343259 in .4358 seconds. Does anyone have some optimization tips beyond what is already on the wiki. After a little more of my own tweaking I have the Attachments query down to 24.9559 seconds. Has anyone successfully integrated RT3 with memcached? Would I be better off moving the mysql server to it's own server? Running version: RT 3.8.7 MySQL 5.0.67 Total tickets as of this writing: 7282 Total time on RT: 1yr 3m Thanks in advance for any help that can be provided. Thanks, Bill Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Mysql queries slow
with no real mysql tweaking on RT 3.8.8 I get: mysql select count(id) from Attachments; +---+ | count(id) | +---+ | 41636 | +---+ 1 row in set (0.62 sec) while significantly less that yours, .62 seconds isn't too shabby... -Original Message- From: rt-users-boun...@lists.bestpractical.com on behalf of William Graboyes Sent: Wed 7/21/2010 8:19 PM To: rt-users Subject: [rt-users] Mysql queries slow Hi List, As an example of what I am talking about the query `select count(id) from Attachments;` The returned result is 174039, but it takes 39.1549 seconds to return that simple query. The Transactions table returns 343259 in .4358 seconds. Does anyone have some optimization tips beyond what is already on the wiki. After a little more of my own tweaking I have the Attachments query down to 24.9559 seconds. Has anyone successfully integrated RT3 with memcached? Would I be better off moving the mysql server to it's own server? Running version: RT 3.8.7 MySQL 5.0.67 Total tickets as of this writing: 7282 Total time on RT: 1yr 3m Thanks in advance for any help that can be provided. Thanks, Bill Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Adding CC's from an email as Watchers on Create Ticket
Hi Most of my tickets are created via emails to the RT system. When this happens, the CC's from the email are not automatically added as Watchers. Is this possible to change? Many thanks in advance. Regards Alan Deadman a.dead...@aerocare.com.au Attention: The contents of this email and any attachments is intended only for the named recipients to which it is addressed. The information contained in this email communication may be confidential or may contain legally privileged information or copyright material. You should only read, disclose, re-transmit, copy or act in reliance on the information if you are authorised to do so. If you are not the intended recipient of this email communication, please notify the sender immediately and then destroy any electronic or paper copy of this message. Aero-Care Pty Ltd, Aero-Care Flight Support Pty Ltd or a related entity, does not represent, warrant or guarantee that the integrity of this communication has been maintained nor that the communication is free of errors, spam, malware or interference. For further information about Aero-Care, please see our website at http://www.aerocare.com.au Please consider the environment before printing this email Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT 3.8.8 New Installation
Hello, I am performing my first installation of RT 3.8.8 on Redhat 5.0. I`ve looked around and there are multiple resources that kind of confusing reading several of them. I would like if you guys refer me to a possible step by step guide.. I am using Oracle as back end.. Thanks Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Adding CC's from an email as Watchers on Create Ticket
On Thu, 2010-07-22 at 12:42 +1000, Alan Deadman wrote: Hi Most of my tickets are created via emails to the RT system. When this happens, the CC's from the email are not automatically added as Watchers. Is this possible to change? Hi Alan, I wrote a custom scrip to do this many years ago, see the RT wiki: http://wiki.bestpractical.com/view/AddWatchersOnCorrespond ~Jason -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
