Re: [rt-users] Backing up RT
We use mysqldump and logrotate to keep a week of DB dumps on the local filesystem, we perform daily backups to a VTL and then tape, and we also perform nightly SAN snapshots on the RT host's LUN (making sure to lock the databases before the snapshot, and then unlocking after so the MySQL DB files are in a consistent state during the snap). Wow, you have a complicated system. I was considering backing up the whole machine with LVM snapshots, but I don't think I have the space overall to deal with full machine snapshots. If I ever ended up doing LVM snaps, do I need to lock the db first... or can I get away with not locking the db with LVM snaps? You use logrotate to manage your mysqldumps! Excellent idea. I need to learn logrotate. I was wondering how I can keep mysqldumps from each day and not lose control of them. I'm excited. Thank you for your response. (I need to google VTL) -Andy
Re: [rt-users] Backing up RT
This is exactly what I do. Is this a decent way to be doing it -- I've always just assumed it was okay. I do it hourly, and then SCP it to another system. Should I be stopping mysql or anything before doing the mysqldump? -- Max, What made you do hourly dumps? I'm thinking now instead of nightly, I should be doing hourly dumps like you. -Andy
[rt-users] Browser (Firefox) does not save username and passwords
Hi all, I'm about to migrate an old RT 3.6.3 setup to a new v3.8.8 machine. On the new installation, login data (user and password) are not stored by the browser. On my old 3.6.3 version this works and I also want this behaviour in the new version. I already change the code (Elements/Login) and removed the autocomplete=off parameter, but browser behaviour does not change. Any ideas? Thanks and best regards, David
Re: [rt-users] Backing up RT
On Tue, Jan 04, 2011 at 06:27:24PM -0600, Max McGrath wrote: *I run a nightly dump as root: mysqldump --opt rt3 -u root -p rt3.sql (assuming the root user can perform that dump) Then scp the file to another system. Since the rest of the system doesn't change much, I don't bother with much of anything else. I have a snapshot of the whole system (my RTs are VMs under VirtualBox, so they're easy to backup (single file)).* * * This is exactly what I do. Is this a decent way to be doing it -- I've always just assumed it was okay. I do it hourly, and then SCP it to another system. Should I be stopping mysql or anything before doing the mysqldump? --opt locks all the tables in a given database before backing it up so that only reads can be done on it. This is for MyISAM engine, for engines supporting ACID there's more effective option available -- bother to read mysqldump man page. If you think preventing read access to the db during backup affects the RT performance (but you should really measure the dump time first), you can look at mysqlhotcopy script (MyISAM only) which trades speed for disk space.
[rt-users] Custom field queries are very slow after 3.8.8 upgrade (from 3.6.10)
I am looking for some advice on how to speed up some queries using
custom fields that got unusably slow after an upgrade from the RT 3.6 series
to 3.8.
We are currently running RT 3.6.10 on CentOS 5.5 with a postgresql
back end (used to be PgSQL 8.1 but we upgraded to 8.4 when CentOS 5.5
came out). The RT package is from EPEL and everything is fine.
When trying to upgrade to RT 3.8.8 some of our saved queries using
custom fields get very, *very* slow. I tried this twelve months ago with
RT 3.8.7 on CentOS 5.x and PgSQL 8.1 (whatever was current then), and
also again today, on RHEL6 with PgSQL 8.4.
The problematic queries look something like this:
Queue = 'somequeue' AND Status = 'stalled' AND (
'CF.{MyCF}' = 'value1' OR
'CF.{MyCF}' = 'value2' OR
'CF.{MyCF}' = 'value3' OR
'CF.{MyCF}' = 'value4' OR
'CF.{MyCF}' = 'value5' OR
'CF.{MyCF}' = 'value6' OR
'CF.{MyCF}' = 'value7' )
where the listed values are 3-4 characters long and their number varies.
After the ugprade, and with logging of slow queries enabled, I saw these
numbers for queries with 5, 6, 7, and 8 OR statements for the custom
field in the postgresql logs:
- query for 5 possible CF values - 0.6 seconds
- query for 6 possible CF values - 6 seconds
- query for 7 possible CF values - 65 seconds
- query for 8 possible CF values - 681 seconds
In comparison, the corresponding query in RT 3.6 executes in less than 2
milliseconds.
One thing I noticed is that the SQL that is generated by RT 3.6 and 3.8
is substantially different.
In 3.6 there is a single SELECT on the ObjectCustomFieldValues table, so
the generated SQL looks like this:
SELECT DISTINCT main.*
FROM Tickets main
JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1
ON ( ObjectCustomFieldValues_1.CustomField = '1' )
AND ( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' )
AND ( ObjectCustomFieldValues_1.Disabled = '0' )
AND ( ObjectCustomFieldValues_1.ObjectId = main.id )
WHERE (main.Status != 'deleted')
AND (main.Queue = '11' AND main.Status = 'stalled' AND
(
( ( ObjectCustomFieldValues_1.Content = 'value1' ) )
OR ( ( ObjectCustomFieldValues_1.Content = 'value2' ) )
...
)
)
AND (main.Type = 'ticket')
AND (main.EffectiveId = main.id)
ORDER BY main.id ASC
In RT 3.8.8 the generated SQL looks like this:
SELECT DISTINCT main.*
FROM Tickets main
LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1
ON ( ObjectCustomFieldValues_1.CustomField = '1' )
AND ( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' )
AND ( ObjectCustomFieldValues_1.Disabled = '0' )
AND ( ObjectCustomFieldValues_1.ObjectId = main.id )
LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_2
ON ( ObjectCustomFieldValues_2.CustomField = '1' )
AND ( ObjectCustomFieldValues_2.ObjectType = 'RT::Ticket' )
AND ( ObjectCustomFieldValues_2.Disabled = '0' )
AND ( ObjectCustomFieldValues_2.ObjectId = main.id )
WHERE (main.Status != 'deleted')
AND (
main.Queue = '11' AND main.Status = 'stalled' AND
(
( ( ( ObjectCustomFieldValues_1.Content = 'value1' ) ) )
OR ( ( ( ObjectCustomFieldValues_2.Content = 'value2' ) ) )
)
)
AND (main.Type = 'ticket')
AND (main.EffectiveId = main.id)
ORDER BY main.id ASC
I ran the queries through explain analyze and tried disabling nested
loops, then disabling hash joins (I tried disabling whatever the planner
was trying to use hoping it will try something else that is faster) but
the query speed did not change considerably.
Our database is not that big and can easily fit in the memory of the
machine (400MB filesize), and we have less than 6000 tickets total. The
queries I tried out return only a total of 4 to 5 tickets in the end. The
custom field that I am referring to above is a mandatory field so it is
assigned for almost all tickets, and with multiple values most of the
time.
Any advice?
--
\Georgi Georgiev \ Ever notice that even the busiest people \
/ Sysadmin Head/ are never too busy to tell you just how/
\-SBI Japannext- \ busy they are? \
[rt-users] RT Queue mails with errors on Postfix
Hi RT Community, I have an issue I want to troubleshoot and resolve. I have - CentOS 5.5, - RT 3.8.8, - postfix as an MTA running on [myrtdomain.com] sending and responding to mails internal to [mycompanydomain.com]. mycompanydomain.com is on MDaemon mail server - apache2 server I keep seeing this error in my postfix logs (tail -f /var/log/maillog) Jan 5 14:08:10 noc postfix/cleanup[6000]: warning: database /etc/postfix/virtual.db is older than source file /etc/postfix/virtual ... Jan 5 14:51:14 noc postfix/local[6094]: C11C85F696D: to=n...@myrtdomain.com, relay=local, delay=11811, delays=11811/0.01/0/0.2, dsn=4.3.0, status=deferred (temporary failure. Command output: RT server error. The RT server which handled your email did not behave as expected. It said: temporary failure - RT couldn't find the queue: CoreNetwork ) My /etc/aliases has the queue specified, matching the CoreNetwork queue I created on RT webinterface with my root account: core: |/opt/rt3/bin/rt-mailgate --queue CoreNetwork --action correspond --url http://myrtdomain.com; core-response: |/opt/rt3/bin/rt-mailgate --queue CoreNetwork --action comment --url http://myrtdomain.com; Any ideas on how I can resolve this? I have tried these steps in sequence newaliases postfix reload service postfix restart [ok] service httpd restart [ok] -- Regards, Gregory Okoth NOC Engineer Email:n...@accesskenya.com Tel: (254 20) 360 0908 Fax: (254 20)(254 20) 360 0001
[rt-users] Not the spell fckeditor when creating a ticket
Hello, when creating a ticket, the spell checker button is disabled fckeditor. How to enable this button? Thank you
[rt-users] Show different queues in report.
Hello, I've been searching for a solution to this problem for some time now. I'm hoping someone can help me. I currently have about 25 different queues in my RT 3.8.8. I'm looking to get statistic over a specific period of time. And mainly when tickets are created. I can get hourly stats for a specific queue by the report module. But I want to get a summary of all queues so I can compare these. If I select chart by CreatedHourly now I get all queues collected in one graph. So, is there a way to make it show the different queues and still get hourly stats? Regards Andreas Jacobsson -- View this message in context: http://old.nabble.com/Show-different-queues-in-report.-tp30578565p30578565.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Backing up RT
On 01/05/2011 09:07 AM, Max McGrath wrote: I forgot to mention, I also backup a few other files/folder critical to RT: ## # BACKUP DATABASES # ## mysqldump -u root rt3 rt3_backup.sql mysqldump -u root mysql mysql_backup.sql #mysqldump -u root information_schema information_schema_backup.sql ## # COPY OTHER FILES/FOLDERS # ## cp /etc/aliases /opt/rt3/lib/RT/rt-backup/ cp /etc/apache2/httpd.conf /opt/rt3/lib/RT/rt-backup/ cp /opt/rt3/etc/RT_SiteConfig.pm /opt/rt3/lib/RT/rt-backup/ cp -r /opt/rt3/local/ /opt/rt3/lib/RT/rt-backup/ This way I have a copy of my e-mail addresses for my queues, my apache config, my SiteConfig, and my whole local folder -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu mailto:mmcgr...@carthage.edu Max, thank you for the list. I will follow your footsteps. -Andy
Re: [rt-users] Backing up RT
On 01/05/2011 09:23 AM, Konstantin Khomoutov wrote: On Wed, 05 Jan 2011 07:36:46 -0500 Andy Graybealandy.grayb...@casanueva.com wrote: If I ever ended up doing LVM snaps, do I need to lock the db first... or can I get away with not locking the db with LVM snaps? In this case locking is less important than flushing as you would be backing up the filesystem and hence you will need the on-disk database representation to be consistent before taking the snapshot. To do this, you either have to stop the server just before taking a snapshot, or write a complicated script which would work just like mysqlhotcopy but would take the snapshot instead of copying the data. Note that mysqlhotcopy explicitly states it works only with MyISAM and ARCHIVE engines, and the comments on [1] hint that backing up InnoDB this way is at least tricky and error-prone. Argh.. Thank you for the knowledge. This is too much for my plate at the moment. I'll put off the LVM snaps until needed and stick with config / db backups for now. Thanks again. You use logrotate to manage your mysqldumps! Excellent idea. I need to learn logrotate. I was wondering how I can keep mysqldumps from each day and not lose control of them. I'm excited. One commonly used straightforward approach is to encode the formatted timestamp into the names of generated backup files, like this: $ mysqldump ... | gzip -c/path/to/db-backup-$(date +'%F-%T').sql.gz Wonderful, I will make use of this technique. I have seen and used this technique just last week. Though the addition of gzip is a spin on what I saw. I like it. Here's what I used: `date +%Y%m%d%H%M%S`.xml out of the PF book or website. 1. http://dev.mysql.com/doc/refman/5.0/en/lock-tables.html Again, thanks for the response. Very helpful. -Andy
Re: [rt-users] RT Queue mails with errors on Postfix
The command newaliases I was led to believe was only for sendmail. What you need is: postalias /etc/aliases Unless you have newaliases somehow linked to the above, postfix won't read the aliases file. At least I hope that is it. :) Sent from blackberry -Original Message- From: Gregory Greafers greg...@accesskenya.com Sender: rt-users-boun...@lists.bestpractical.com Date: Wed, 05 Jan 2011 15:34:21 To: rt usersrt-users@lists.bestpractical.com Reply-To: greg...@accesskenya.com Subject: [rt-users] RT Queue mails with errors on Postfix Hi RT Community, I have an issue I want to troubleshoot and resolve. I have - CentOS 5.5, - RT 3.8.8, - postfix as an MTA running on [myrtdomain.com] sending and responding to mails internal to [mycompanydomain.com]. mycompanydomain.com is on MDaemon mail server - apache2 server I keep seeing this error in my postfix logs (tail -f /var/log/maillog) Jan 5 14:08:10 noc postfix/cleanup[6000]: warning: database /etc/postfix/virtual.db is older than source file /etc/postfix/virtual ... Jan 5 14:51:14 noc postfix/local[6094]: C11C85F696D: to=n...@myrtdomain.com, relay=local, delay=11811, delays=11811/0.01/0/0.2, dsn=4.3.0, status=deferred (temporary failure. Command output: RT server error. The RT server which handled your email did not behave as expected. It said: temporary failure - RT couldn't find the queue: CoreNetwork ) My /etc/aliases has the queue specified, matching the CoreNetwork queue I created on RT webinterface with my root account: core: |/opt/rt3/bin/rt-mailgate --queue CoreNetwork --action correspond --url http://myrtdomain.com; core-response: |/opt/rt3/bin/rt-mailgate --queue CoreNetwork --action comment --url http://myrtdomain.com; Any ideas on how I can resolve this? I have tried these steps in sequence newaliases postfix reload service postfix restart [ok] service httpd restart [ok] -- Regards, Gregory Okoth NOC Engineer Email:n...@accesskenya.com Tel: (254 20) 360 0908 Fax: (254 20)(254 20) 360 0001
Re: [rt-users] Backing up RT
On Wed, Jan 05, 2011 at 07:36:46AM -0500, Andy Graybeal wrote: You use logrotate to manage your mysqldumps! Excellent idea. if you are using Debian, the command savelog is also often convenient to rotate a file at the beginning or end of a script. saveloq -q /var/backups/mysql/dump.sql.gz mysqldump ... | gzip -c /var/backups/mysql/dump.sql.gz
Re: [rt-users] RT Queue mails with errors on Postfix
On Wed, Jan 05, 2011 at 03:34:21PM +0300, Gregory Greafers wrote: Jan 5 14:08:10 noc postfix/cleanup[6000]: warning: database /etc/postfix/virtual.db is older than source file /etc/postfix/virtual ... you should probably run postmap /etc/postfix/virtual Jan 5 14:51:14 noc postfix/local[6094]: C11C85F696D: to=n...@myrtdomain.com, relay=local, delay=11811, delays=11811/0.01/0/0.2, dsn=4.3.0, status=deferred (temporary failure. Command output: RT server error. The RT server which handled your email did not behave as expected. It said: temporary failure - RT couldn't find the queue: CoreNetwork ) if rt-mailgate tell you that he could not find a queue named CoreNetwork, that's certainly true. Maybe there is some typo in the queue name or maybe you're not working on the same RT?
Re: [rt-users] Browser (Firefox) does not save username and passwords
On Wed, Jan 05, 2011 at 02:17:49PM +0100, Obando, David DE - EV wrote: I already change the code (Elements/Login) and removed the autocomplete=off parameter, but browser behaviour does not change. Any ideas? did you cleaned-up the mason cache? rm -rf ./rt/var/mason_data/obj then restart your web server.
Re: [rt-users] Backing up RT
On Wed, 05 Jan 2011 07:45:33 -0500 Andy Graybeal andy.grayb...@casanueva.com wrote: This is exactly what I do. Is this a decent way to be doing it -- I've always just assumed it was okay. I do it hourly, and then SCP it to another system. [...] What made you do hourly dumps? I'm thinking now instead of nightly, I should be doing hourly dumps like you. It's just about the amount of stuff you're OK to lose in case of a problem requiring restoring the DB state from backups: if you have a very busy RT instance where several ticket transactions per hour is normal, you would want to do per-hour backups. If you have an RT instance which only receives few tickets per week (as we do), even weekly backups would do just fine. So it's not about one backup schedule being more correct than the other.
[rt-users] Adding recently resolved to MyDay.html
I might work on a ticket through the morning for a few hours, resolve it at
noon, and only use the Tools-MyDay screen at the end of the day.
What I thought I might be able to do was add a second query, so the main loop
looks like this:
% while ( my $Ticket = $Tickets-Next() || $Tickets2-Next()) {
And the second query, inserted right after the first, looks like this:
require Date::Manip;
my $Tickets2 = RT::Tickets-new($session{'CurrentUser'});
$Tickets2-LimitOwner(VALUE = $session{'CurrentUser'}-Id);
$Tickets2-LimitStatus( VALUE = 'resolved' );
$Tickets2-LimitResolved( OPERATOR = '', VALUE =
Date::Manip::UnixDate(Date::Manip::ParseDate('yesterday'),'%Y-%m-%d'));
$Tickets2-OrderBy ( FIELD = 'Priority', ORDER = 'DESC');
I'm getting all the tickets from the first query in the list with the second.
In fact, it looks like many of the tickets are being printed a total of three
times.
Josh Narins
Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnar...@seniorbridge.com
seniorbridge.comhttp://www.seniorbridge.com/
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Re: [rt-users] Custom field queries are very slow after 3.8.8 upgrade (from 3.6.10)
On Wed, Jan 05, 2011 at 07:31:37PM +0900, Georgi Georgiev wrote:
I am looking for some advice on how to speed up some queries using
custom fields that got unusably slow after an upgrade from the RT 3.6 series
to 3.8.
We are currently running RT 3.6.10 on CentOS 5.5 with a postgresql
back end (used to be PgSQL 8.1 but we upgraded to 8.4 when CentOS 5.5
came out). The RT package is from EPEL and everything is fine.
When trying to upgrade to RT 3.8.8 some of our saved queries using
custom fields get very, *very* slow. I tried this twelve months ago with
RT 3.8.7 on CentOS 5.x and PgSQL 8.1 (whatever was current then), and
also again today, on RHEL6 with PgSQL 8.4.
The problematic queries look something like this:
Queue = 'somequeue' AND Status = 'stalled' AND (
'CF.{MyCF}' = 'value1' OR
'CF.{MyCF}' = 'value2' OR
'CF.{MyCF}' = 'value3' OR
'CF.{MyCF}' = 'value4' OR
'CF.{MyCF}' = 'value5' OR
'CF.{MyCF}' = 'value6' OR
'CF.{MyCF}' = 'value7' )
where the listed values are 3-4 characters long and their number varies.
After the ugprade, and with logging of slow queries enabled, I saw these
numbers for queries with 5, 6, 7, and 8 OR statements for the custom
field in the postgresql logs:
- query for 5 possible CF values - 0.6 seconds
- query for 6 possible CF values - 6 seconds
- query for 7 possible CF values - 65 seconds
- query for 8 possible CF values - 681 seconds
In comparison, the corresponding query in RT 3.6 executes in less than 2
milliseconds.
One thing I noticed is that the SQL that is generated by RT 3.6 and 3.8
is substantially different.
In 3.6 there is a single SELECT on the ObjectCustomFieldValues table, so
the generated SQL looks like this:
SELECT DISTINCT main.*
FROM Tickets main
JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1
ON ( ObjectCustomFieldValues_1.CustomField = '1' )
AND ( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' )
AND ( ObjectCustomFieldValues_1.Disabled = '0' )
AND ( ObjectCustomFieldValues_1.ObjectId = main.id )
WHERE (main.Status != 'deleted')
AND (main.Queue = '11' AND main.Status = 'stalled' AND
(
( ( ObjectCustomFieldValues_1.Content = 'value1' ) )
OR ( ( ObjectCustomFieldValues_1.Content = 'value2' ) )
...
)
)
AND (main.Type = 'ticket')
AND (main.EffectiveId = main.id)
ORDER BY main.id ASC
In RT 3.8.8 the generated SQL looks like this:
SELECT DISTINCT main.*
FROM Tickets main
LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1
ON ( ObjectCustomFieldValues_1.CustomField = '1' )
AND ( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' )
AND ( ObjectCustomFieldValues_1.Disabled = '0' )
AND ( ObjectCustomFieldValues_1.ObjectId = main.id )
LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_2
ON ( ObjectCustomFieldValues_2.CustomField = '1' )
AND ( ObjectCustomFieldValues_2.ObjectType = 'RT::Ticket' )
AND ( ObjectCustomFieldValues_2.Disabled = '0' )
AND ( ObjectCustomFieldValues_2.ObjectId = main.id )
WHERE (main.Status != 'deleted')
AND (
main.Queue = '11' AND main.Status = 'stalled' AND
(
( ( ( ObjectCustomFieldValues_1.Content = 'value1' ) ) )
OR ( ( ( ObjectCustomFieldValues_2.Content = 'value2' ) ) )
)
)
AND (main.Type = 'ticket')
AND (main.EffectiveId = main.id)
ORDER BY main.id ASC
I ran the queries through explain analyze and tried disabling nested
loops, then disabling hash joins (I tried disabling whatever the planner
was trying to use hoping it will try something else that is faster) but
the query speed did not change considerably.
Our database is not that big and can easily fit in the memory of the
machine (400MB filesize), and we have less than 6000 tickets total. The
queries I tried out return only a total of 4 to 5 tickets in the end. The
custom field that I am referring to above is a mandatory field so it is
assigned for almost all tickets, and with multiple values most of the
time.
Any advice?
Hi Georgi,
What are your postgresql.conf parameters? What are the EXPLAIN ANALYZE
results for the fast query (3.6.x) and the slow (3.8.8) query? That
should also point out where an index may help.
Cheers,
Ken
Re: [rt-users] Backing up RT
I just figured in the case of a crash or any data loss, it'd be nice to have only lost an hour or less worth of tickets! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Wed, Jan 5, 2011 at 6:45 AM, Andy Graybeal andy.grayb...@casanueva.comwrote: This is exactly what I do. Is this a decent way to be doing it -- I've always just assumed it was okay. I do it hourly, and then SCP it to another system. Should I be stopping mysql or anything before doing the mysqldump? -- Max, What made you do hourly dumps? I'm thinking now instead of nightly, I should be doing hourly dumps like you. -Andy
Re: [rt-users] Backing up RT
I forgot to mention, I also backup a few other files/folder critical to RT: ## # BACKUP DATABASES # ## mysqldump -u root rt3 rt3_backup.sql mysqldump -u root mysql mysql_backup.sql #mysqldump -u root information_schema information_schema_backup.sql ## # COPY OTHER FILES/FOLDERS # ## cp /etc/aliases /opt/rt3/lib/RT/rt-backup/ cp /etc/apache2/httpd.conf /opt/rt3/lib/RT/rt-backup/ cp /opt/rt3/etc/RT_SiteConfig.pm /opt/rt3/lib/RT/rt-backup/ cp -r /opt/rt3/local/ /opt/rt3/lib/RT/rt-backup/ This way I have a copy of my e-mail addresses for my queues, my apache config, my SiteConfig, and my whole local folder -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Wed, Jan 5, 2011 at 6:45 AM, Andy Graybeal andy.grayb...@casanueva.comwrote: This is exactly what I do. Is this a decent way to be doing it -- I've always just assumed it was okay. I do it hourly, and then SCP it to another system. Should I be stopping mysql or anything before doing the mysqldump? -- Max, What made you do hourly dumps? I'm thinking now instead of nightly, I should be doing hourly dumps like you. -Andy
Re: [rt-users] Copy Multiple value CF to the child ticket
I am using version 3.8.4 so CustomFieldValuesAsString is not available.
I changed the template like this:
CustomField-n: {
my $separator = \n;
my $CFValue = $Tickets{'TOP'}-CustomFieldValues(n);
return join ($separator, grep { defined $_ }
map { $_-Content }
@{$CFValue-ItemsArrayRef});
}
To get the values as strings but it still not working, Am I doing
something wrong or is there any extension available for
'CustomFieldValuesAsString' method?
Thanks
N Ahmed
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Tuesday, January 04, 2011 5:03 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Copy Multiple value CF to the child ticket
On Tue, Jan 04, 2011 at 03:19:45PM -0500, Ahmed, Mohammed Naweed
(LNG-BCT) wrote:
I am creating a child ticket with some of the custom fields
populated from the parent ticket.
I know that we can copy the values of the parent CF to the child CF
by:
CustomField-n: {$Tickets{'TOP'}-FirstCustomFieldValue('CF Name')}
But, how to copy multiple-value CF to the child ticket? The above
code is just populating the
first selected value.
Given a new enough RT, CustomFieldValuesAsString will work
-kevin
-
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Re: [rt-users] Browser (Firefox) does not save username and passwords
I would have expected that to work, it's what I did and FF now remembers passwords. I actually commented out the original code and entered it ahain but it's the same as what you said you did. Looks like this: div class=input-row span class=label|/lPassword/:/span !-- span class=inputinput type=password name=pass autocomplete=off //span -- span class=inputinput type=password name=pass //span /div The only other thing that comes to mind is that my instance of RT has been restarted since making the change. I'm afraid I don't remember if that was relevant however... hth -- Paul O'Rorke p...@paulororke.net Home .: +1 (250) 483 1456 Mobile.: +1 (250) 709 7740
Re: [rt-users] RT Queue mails with errors on Postfix
On Wed, Jan 05, 2011 at 03:43:49PM +, Joe Harris wrote: The command newaliases I was led to believe was only for sendmail. What you need is: that's off topic for this list, but no, newaliases exists and works also with postfix if you set variable alias_database correctly in your postfix main.cf. For example: # Where postfix local find aliases alias_maps = hash:/etc/aliases # What format:files should be updated when running newaliases alias_database = hash:/etc/aliases
Re: [rt-users] RTx::Calendar Not Displaying
MyCalendar is included in $HomepageComponents (below) but nothing related to Calendar appears on the homepage. In fact, if I comment out the $HomepageComponents line completely and restart the web server, the homepage still looks the same, even if I clear my browser cache. How could that be? I have the ExternalAuth plugin configured in the same RT_SiteConfig.pm file (below) and it is working fine. Search on Calendar and calendar shows no results. Are there any screenshots of what the Calendar links/pages should look like? Is it possible to insert debug statements somewhere to verify that the Calendar plugin is actually getting called? Thanks very much for the help. Lee Date: Tue, 4 Jan 2011 17:18:23 -0500 From: Kevin Falcone falc...@bestpractical.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RTx::Calendar Not Displaying Message-ID: 20110104221823.gv65...@jibsheet.com Content-Type: text/plain; charset=us-ascii On Tue, Jan 04, 2011 at 12:44:51PM -0800, Lee Hughes wrote: I cleared the Mason cache but still don't see any Calendar links. Where should I see links, and how would I go about enabling basic tracing to see if the Calendar module is even being called? You didn't say where you looked for the calendars. Did you try editing your homepage to include the MyCalendar widget? Did you do a search and look for the calendar link? -kevin I've installed and configured RTx::Calendar per the instructions and restarted the web server but don't see any links to it anywhere. I have syslogging set to debug but no errors are logged. Here are the relevant settings from RT_SiteConfig.pm: # Calendar Plugin require '/usr/local/rt3/local/plugins/RTx-Calendar/lib/RTx/Calendar.pm'; Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); # enable all plugins Set(@Plugins,qw( RT::Authen::ExternalAuth RTx::Calendar )); Any ideas what I'm missing? Did you clear the Mason cache? rm -rf /usr/local/rt3/var/mason_data/obj/* See http://requesttracker.wikia.com/wiki/CleanMasonCache for details.
[rt-users] attachment and This transaction appears to have no content
Hi Community. I am using RT 3.8.7, my problem is when we send attachment it returns following message to requesters of the tickets along with attachment. This transaction appears to have no content and normal communication is fine, this happens only when any of the requester or AdminCC of the queue send attachment, can someone please help regarding this issue as i am clueless reading mailing lists. *LAHORE LIONS* Rana Tanveer
[rt-users] Disallow 'resolve' unless a CF is set?
We need to reject 'resolve' actions unless a certain custom field is set to a value. Is there a known solution for this, or should I start hacking?
Re: [rt-users] Not the spell fckeditor when creating a ticket
Hello, when creating a ticket, the spell checker button is disabled fckeditor. How to enable this button? Thank you Have tried it with some browser rather than IE? In share/html/NoAuth/RichText/FCKeditor/fckconfig.js check the following line: FCKConfig.SpellChecker = 'ieSpell' ; // 'ieSpell' | 'SpellerPages' This option has been set to ieSpell by default and it caused this button to be disabled in non IE browsers. For more info you can take a look here: http://docs.cksource.com/FCKeditor_2.x/Developers_Guide/Configuration/Spell_ Checker smime.p7s Description: S/MIME cryptographic signature
[rt-users] Scrip modifies ticket, but downstream scrips don't see the updates
One of our queues receives job requests via e-mail. I have a scrip in place
that automatically assigns the newly-created ticket to any of several users,
if the subject is in a certain, easily-parsed format. This works fine.
For this scrip, the condition is On Create, the action is User Defined,
the template is Blank, and the stage is TransactionCreate. You can view
it at http://www.nopaste.nl/?paste=2004 http://www.nopaste.nl/?paste=2004 .
Like I said, it works fine, but downstream scrips do NOT seem to see the
update. I modified the WatchCreate template to include a line that says
This ticket has been assigned to [so-and-so]. This does not work. It
sees the original owner, not the owner that was set by the earlier scrip.
Yet, after the ticket is created, I can go into the RT web interface and see
that the owner was set properly. My WatchCreate template is as follows:
Subject: New ticket {$Ticket-gt;id}: {$Ticket-gt;Subject}
Greetings,
{my ($id, $subj, $own) = ($Ticket-gt;id, $Ticket-gt;Subject,
$Ticket-gt;Owner);
$RT::Logger-gt;debug(qq#EJR-WatchCreate (queue): ID=$id, owner=$own,
subj=$subj#);
quot;$id -- $ownquot;;}
This message has been automatically generated in response to the
creation of support ticket number {$Ticket-gt;id}, regarding:
quot;{$Ticket-gt;Subject()}quot;,
a summary of which appears below.
{my $owner = $Ticket-gt;Owner;
($owner amp;amp; $owner ne 'Nobody' amp;amp; $owner !=
$RT::Nobody-gt;Id)?
quot;\nThis ticket has been assigned to $owner.quot;
: quot;\nThis ticket has not been assigned to anyone.quot;
}
Please don't reply to this message. This ticket has been
assigned an ID of [{$Ticket-gt;QueueObj-gt;SubjectTag || $rtname}
#{$Ticket-gt;id()}].
-
{$Transaction-gt;Content()}
When I look in the RT debug log, I can see that the assign-owner scrip runs
first, and is successful, and the notify-watchers scrip runs latermdash;but
the log-debug in the notify-watchers scrip does not write anything to the
log. However, the quot;$id -- $ownquot; line does get inserted into the
e-mail, so I know my code is being executed. Anyhow, the user id that this
code block inserts into the watcher e-mail is the original owner (id 6,
Nobody), not the owner that was set by the earlier scrip.
What step am I missing here?
--
View this message in context:
http://old.nabble.com/Scrip-modifies-ticket%2C-but-downstream-scrips-don%27t-see-the-updates-tp30599938p30599938.html
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[rt-users] RT-Authen-ExternalAuth and AD...
Hi, We're running RT 3.8.8 and using RT-Authen-ExternalAuth 0.08 to authenticate against Active Directory. Any new AD account I create can logon to RT, and have corresponding account created in RT, if it is in the necessary security group, but older accounts, mine included, pass the password test, but fail at the group membership test, and fail to logon. The RT account, however, does get created. The log entries look like this... Jan 5 15:12:29 RT388 RT: AD_GROUP2 AUTH FAILED: my-name (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127) Jan 5 15:12:29 RT388 RT: FAILED LOGIN for my-name from 192.168.1.1 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424) As I said above, older accounts (3 years plus) which are members of the group being tested fail to fully authenticate, while new accounts which are members of the same group, authenticate properly. In fact, If I comment out the group test from RT_SiteConfig.pm, I can logon to RT with my old account. I don't know if this is pertinent, but we upgraded to Exchange 2007 a few months back, and I wonder if the AD schema changes could be affecting things? Lyle.
Re: [rt-users] Disallow 'resolve' unless a CF is set?
Because we only require the CF on resolve and at no other time I hacked the update page when status = resolved. I have seen others put scrips in place that set the status back to open but this didn't work for us, as we didn't want the ticket to appear to be resolved (submitted), we wanted to remain on the same page with the typical feedback. Would be really nice if there was a way to add logic like that to the CF. Good luck, and let me know if you need additional info on how I did this. Jeff Stark Sr Saas Engineer Moxie Software (919)622-0418 jst...@moxiesoft.com Www.Moxiesoft.com CONNECT PEOPLE. SHARE KNOWLEDGE. DELIVER RESULTS. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jeff Blaine Sent: Wednesday, January 05, 2011 2:03 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Disallow 'resolve' unless a CF is set? We need to reject 'resolve' actions unless a certain custom field is set to a value. Is there a known solution for this, or should I start hacking?
Re: [rt-users] Scrip modifies ticket, but downstream scrips don't see the updates
Sue,
Try changing the stage to TransactionBatch. Make sure your configuration
is set to use same. Then, you need to be sure the names of the scrips a such
that an alphabetical execution of them will execute the scrip that assigns
the owners first.
Kenn
LBNL
On Wed, Jan 5, 2011 at 12:46 PM, Sue D. Nymme sdn.old...@mailnull.comwrote:
One of our queues receives job requests via e-mail. I have a scrip in place
that automatically assigns the newly-created ticket to any of several users,
if the subject is in a certain, easily-parsed format. This works fine.
For this scrip, the condition is On Create, the action is User Defined,
the template is Blank, and the stage is TransactionCreate. You can view
it at http://www.nopaste.nl/?paste=2004.
Like I said, it works fine, but downstream scrips do NOT seem to see the
update. I modified the WatchCreate template to include a line that says
This ticket has been assigned to [so-and-so]. This does not work. It sees
the original owner, not the owner that was set by the earlier scrip. Yet,
after the ticket is created, I can go into the RT web interface and see that
the owner was set properly. My WatchCreate template is as follows:
Subject: New ticket {$Ticket-id}: {$Ticket-Subject}
Greetings,
{my ($id, $subj, $own) = ($Ticket-id, $Ticket-Subject, $Ticket-Owner);
$RT::Logger-debug(qq#EJR-WatchCreate (queue): ID=$id, owner=$own,
subj=$subj#);
$id -- $own;}
This message has been automatically generated in response to the
creation of support ticket number {$Ticket-id}, regarding:
{$Ticket-Subject()},
a summary of which appears below.
{my $owner = $Ticket-Owner;
($owner $owner ne 'Nobody' $owner != $RT::Nobody-Id)?
\nThis ticket has been assigned to $owner.
: \nThis ticket has not been assigned to anyone.
}
Please don't reply to this message. This ticket has been
assigned an ID of [{$Ticket-QueueObj-SubjectTag || $rtname}
#{$Ticket-id()}].
-
{$Transaction-Content()}
When I look in the RT debug log, I can see that the assign-owner scrip runs
first, and is successful, and the notify-watchers scrip runs later—but the
log-debug in the notify-watchers scrip does not write anything to the log.
However, the $id -- $own line *does* get inserted into the e-mail, so I
know my code is being executed. Anyhow, the user id that this code block
inserts into the watcher e-mail is the original owner (id 6, Nobody), not
the owner that was set by the earlier scrip.
What step am I missing here?
--
View this message in context: Scrip modifies ticket, but downstream scrips
don't see the
updateshttp://old.nabble.com/Scrip-modifies-ticket%2C-but-downstream-scrips-don%27t-see-the-updates-tp30599938p30599938.html
Sent from the Request Tracker - User mailing list
archivehttp://old.nabble.com/Request-Tracker---User-f572.htmlat Nabble.com.
[rt-users] time worked - within a certain time period
Hi All, If I have a ticket that is 1 month old. How can I get the value of time worked tallied up for only the last 7 days the ticket was worked on? So if the ticket has a grand total of 200 minutes on the 1 month old ticket. But the last 7 days only have a cumulative 60 minutes worked. The value I would be looking for is that 60 minutes. Anyone have insights on how I can get that value by means of RT reporting or direct DB query? thanks, tar -- View this message in context: http://old.nabble.com/time-worked---within-a-certain-time-period-tp30600856p30600856.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] time worked - within a certain time period
Hi, SELECT SUM(TimeWorked) FROM Transactions WHERE ObjectId = ticket id AND ObjectType = 'RT::Ticket' AND Created BETWEEN start date AND end date; On Thu, Jan 6, 2011 at 1:45 AM, tarminuscf tarminu...@gmail.com wrote: Hi All, If I have a ticket that is 1 month old. How can I get the value of time worked tallied up for only the last 7 days the ticket was worked on? So if the ticket has a grand total of 200 minutes on the 1 month old ticket. But the last 7 days only have a cumulative 60 minutes worked. The value I would be looking for is that 60 minutes. Anyone have insights on how I can get that value by means of RT reporting or direct DB query? thanks, tar -- View this message in context: http://old.nabble.com/time-worked---within-a-certain-time-period-tp30600856p30600856.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- Best regards, Ruslan.
Re: [rt-users] time worked - within a certain time period
Doesn't that miss if someone just changes the TimeWorked value on the Basic tab of the ticket? I use (in MySQL SQL): SUM(IF(Field = 'TimeWorked', NewValue - OldValue, TimeTaken)) as TimeWorked -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Ruslan Zakirov Sent: Thursday, 6 January 2011 11:13 AM To: tarminuscf Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] time worked - within a certain time period Hi, SELECT SUM(TimeWorked) FROM Transactions WHERE ObjectId = ticket id AND ObjectType = 'RT::Ticket' AND Created BETWEEN start date AND end date; On Thu, Jan 6, 2011 at 1:45 AM, tarminuscf tarminu...@gmail.com wrote: Hi All, If I have a ticket that is 1 month old. How can I get the value of time worked tallied up for only the last 7 days the ticket was worked on? So if the ticket has a grand total of 200 minutes on the 1 month old ticket. But the last 7 days only have a cumulative 60 minutes worked. The value I would be looking for is that 60 minutes. Anyone have insights on how I can get that value by means of RT reporting or direct DB query?
Re: [rt-users] time worked - within a certain time period
Thanks Ruslan/Stuart, I haven't given your query a shot but I believe i've found a solution that was already developed by Fran F. : http://requesttracker.wikia.com/wiki/TimeWorkedReport Thanks all! Regards, tar On Wed, Jan 5, 2011 at 4:13 PM, Ruslan Zakirov r...@bestpractical.comwrote: Hi, SELECT SUM(TimeWorked) FROM Transactions WHERE ObjectId = ticket id AND ObjectType = 'RT::Ticket' AND Created BETWEEN start date AND end date; On Thu, Jan 6, 2011 at 1:45 AM, tarminuscf tarminu...@gmail.com wrote: Hi All, If I have a ticket that is 1 month old. How can I get the value of time worked tallied up for only the last 7 days the ticket was worked on? So if the ticket has a grand total of 200 minutes on the 1 month old ticket. But the last 7 days only have a cumulative 60 minutes worked. The value I would be looking for is that 60 minutes. Anyone have insights on how I can get that value by means of RT reporting or direct DB query? thanks, tar -- View this message in context: http://old.nabble.com/time-worked---within-a-certain-time-period-tp30600856p30600856.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- Best regards, Ruslan.
Re: [rt-users] Custom field queries are very slow after 3.8.8 upgrade (from 3.6.10)
Quoting Kenneth Marshall at 05/01/2011-08:14:10(-0600):
On Wed, Jan 05, 2011 at 07:31:37PM +0900, Georgi Georgiev wrote:
I am looking for some advice on how to speed up some queries using
custom fields that got unusably slow after an upgrade from the RT 3.6 series
to 3.8.
We are currently running RT 3.6.10 on CentOS 5.5 with a postgresql
back end (used to be PgSQL 8.1 but we upgraded to 8.4 when CentOS 5.5
came out). The RT package is from EPEL and everything is fine.
When trying to upgrade to RT 3.8.8 some of our saved queries using
custom fields get very, *very* slow. I tried this twelve months ago with
RT 3.8.7 on CentOS 5.x and PgSQL 8.1 (whatever was current then), and
also again today, on RHEL6 with PgSQL 8.4.
The problematic queries look something like this:
Queue = 'somequeue' AND Status = 'stalled' AND (
'CF.{MyCF}' = 'value1' OR
'CF.{MyCF}' = 'value2' OR
'CF.{MyCF}' = 'value3' OR
'CF.{MyCF}' = 'value4' OR
'CF.{MyCF}' = 'value5' OR
'CF.{MyCF}' = 'value6' OR
'CF.{MyCF}' = 'value7' )
where the listed values are 3-4 characters long and their number varies.
After the ugprade, and with logging of slow queries enabled, I saw these
numbers for queries with 5, 6, 7, and 8 OR statements for the custom
field in the postgresql logs:
- query for 5 possible CF values - 0.6 seconds
- query for 6 possible CF values - 6 seconds
- query for 7 possible CF values - 65 seconds
- query for 8 possible CF values - 681 seconds
In comparison, the corresponding query in RT 3.6 executes in less than 2
milliseconds.
One thing I noticed is that the SQL that is generated by RT 3.6 and 3.8
is substantially different.
In 3.6 there is a single SELECT on the ObjectCustomFieldValues table, so
the generated SQL looks like this:
SELECT DISTINCT main.*
FROM Tickets main
JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1
ON ( ObjectCustomFieldValues_1.CustomField = '1' )
AND ( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' )
AND ( ObjectCustomFieldValues_1.Disabled = '0' )
AND ( ObjectCustomFieldValues_1.ObjectId = main.id )
WHERE (main.Status != 'deleted')
AND (main.Queue = '11' AND main.Status = 'stalled' AND
(
( ( ObjectCustomFieldValues_1.Content = 'value1' ) )
OR ( ( ObjectCustomFieldValues_1.Content = 'value2' ) )
...
)
)
AND (main.Type = 'ticket')
AND (main.EffectiveId = main.id)
ORDER BY main.id ASC
In RT 3.8.8 the generated SQL looks like this:
SELECT DISTINCT main.*
FROM Tickets main
LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1
ON ( ObjectCustomFieldValues_1.CustomField = '1' )
AND ( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' )
AND ( ObjectCustomFieldValues_1.Disabled = '0' )
AND ( ObjectCustomFieldValues_1.ObjectId = main.id )
LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_2
ON ( ObjectCustomFieldValues_2.CustomField = '1' )
AND ( ObjectCustomFieldValues_2.ObjectType = 'RT::Ticket' )
AND ( ObjectCustomFieldValues_2.Disabled = '0' )
AND ( ObjectCustomFieldValues_2.ObjectId = main.id )
WHERE (main.Status != 'deleted')
AND (
main.Queue = '11' AND main.Status = 'stalled' AND
(
( ( ( ObjectCustomFieldValues_1.Content = 'value1' ) ) )
OR ( ( ( ObjectCustomFieldValues_2.Content = 'value2' ) ) )
)
)
AND (main.Type = 'ticket')
AND (main.EffectiveId = main.id)
ORDER BY main.id ASC
I ran the queries through explain analyze and tried disabling nested
loops, then disabling hash joins (I tried disabling whatever the planner
was trying to use hoping it will try something else that is faster) but
the query speed did not change considerably.
Our database is not that big and can easily fit in the memory of the
machine (400MB filesize), and we have less than 6000 tickets total. The
queries I tried out return only a total of 4 to 5 tickets in the end. The
custom field that I am referring to above is a mandatory field so it is
assigned for almost all tickets, and with multiple values most of the
time.
Any advice?
Hi Georgi,
What are your postgresql.conf parameters?
What are the EXPLAIN ANALYZE results for the fast query (3.6.x) and
the slow (3.8.8) query? That should also point out where an index may
help.
Thanks for the pointers, Kenneth.
We actually haven't touched postgresql.conf at all. The defaults have
worked fine for our small postgresql installation thus far and I just
didn't know where I should look next - in RT or postgres. Here is our
postgresql.conf (it's the default one on the distro) and it is identical
on RHEL6 and CentOS 5.5.
max_connections = 100
shared_buffers = 32MB
logging_collector = on
log_directory = 'pg_log'
log_filename = 'postgresql-%a.log'
log_truncate_on_rotation = on
log_rotation_age = 1d
log_rotation_size = 0
datestyle = 'iso, mdy'
lc_messages = 'en_US.UTF-8'
lc_monetary = 'en_US.UTF-8'
lc_numeric =
