Re: [rt-users] Email Queue Routing
Pierre:
my $queues = new RT::Queues(RT::SystemUser);
is fine but you need to limit
Just add
$queues-UnLimit;
my $queues = new RT::Queues(RT::SystemUser);
$queues-UnLimit;
foreach my $queue ($queues-Next) {
}
By the way , a comment on your next bit, I am just curious why you build a hash
, then you go through it looking for a match??
Why don't you do
foreach my $queue ($queues-Next) {
my $blah = $queue-FirstCustomFieldValue('MailDomain') ;
If ($self-TicketObj-RequestorAddresses =~ /^.*?${$blah}/) {
$self-TicketObj-SetQueue($queue-id);
return;
}
}
Roy
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Pierre Buhas
Sent: 20 January 2011 09:14
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Email Queue Routing
This is my loop on the queues which is not working..
my $queues = new RT::Queues(RT::SystemUser);
foreach my $queue ($queues-Next) {
there must be some mistake above. Is the creation of my variable $queues
correct ?
I also tried the following:
my $queues = new RT::Queues(RT::SystemUser);
while ( my $queue = $queues-Next ) {
but it did not work better. So that's why I suspect this is the way I get the
list of queues which is not the way it should be..
Any idea ?
Thanks
Pierre BUHAS
+353 1 217 8422
Duolog Technologies
On 19 January 2011 21:43, Kevin Falcone
falc...@bestpractical.commailto:falc...@bestpractical.com wrote:
On Wed, Jan 19, 2011 at 02:09:38PM +, Pierre Buhas wrote:
my %domain_map = ();
my $queues = new RT::Queues(RT::SystemUser);
foreach my $queue ($queues-Next) {
$domain_map { $queue-FirstCustomFieldValue('MailDomain') } = $queue-Name;
}
That really wants to be a while ( my $queue = $queues-Next ) {
The new is really old-style but should be fine
-kevin
[rt-users] Two separate tickets for one mail
Hello everyone, I would like to ask you how I can create two tickets from one mail. The reason is that we often receive copyright infringment notices and then follow this workflow: - autoreply to complainant that we have taken care of it - contact the administrator that is responsible for the part of network the infringement took place in - wait for the administrator to do his job - close the ticket after receiving reply from administrator Our network is part of a bigger network and many mails that end up in our abuse inbox end up also in the abuse inbox for the bigger network. We used to add them to CC of the mail that goes to complainant so that they can close their ticket. However, they started in good faith to reply to that mail and their reply is resent to the administrator mentioned before, which is something we do not want. We have figured that the most sytematic solution would be to create two tickets in such cases. One ticket for communication with external entities and one for internal communication. I am not sure how exactly to do it and if it is really that good idea though. Does anyone of you have simillar setup? What and how would you suggest to do it? Thanks, Martin -- Mgr. Martin Drasar dra...@ics.muni.cz CSIRT-MU, Network Security Department http://www.muni.cz/csirt Institute of Computer Science, Masaryk University, Brno, Czech Republic PGP Key ID: 0xB2761CDE
Re: [rt-users] Two separate tickets for one mail
One option is to use a scrip tied to the creation of a ticket.
We've got a workflow on our advert management queue, which creates a child
ticket to remove an advert. It checks for Set-Removal: followed by a unix
timestamp, and if it exist, a child ticket is created. There's a snippet of the
code below. It's in Custom action preparation code. Condition on create, action
user defined.
if( $content =~ m/^\QSet-Removal:\E\s*(\S+)\s*$/m ) {
my $removaldate = RT::Date-new($RT::SystemUser);
my $starts = RT::Date-new($RT::SystemUser);
$removaldate-Set(Format='unix', Value=$1);
my $rdate=$removaldate-ISO;
$starts-Set(Format='unix', Value=$removaldate-AddDays(-7));
my $childticket=new RT::Ticket($RT::SystemUser);
$childticket-Create(Queue=WebChange,
Requestor=$self-TicketObj-RequestorAddresses,
Subject=Remove Advert,
Due=$rdate,
Starts=$starts-ISO
);
$childticket-AddLink(Type=MemberOf,Target=$self-TicketObj-id)
}
Steve Anderson
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Martin Drasar
Sent: 20 January 2011 14:51
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Two separate tickets for one mail
Hello everyone,
I would like to ask you how I can create two tickets from one mail.
The reason is that we often receive copyright infringment notices and
then follow this workflow:
- autoreply to complainant that we have taken care of it
- contact the administrator that is responsible for the part of network
the infringement took place in
- wait for the administrator to do his job
- close the ticket after receiving reply from administrator
Our network is part of a bigger network and many mails that end up in
our abuse inbox end up also in the abuse inbox for the bigger network.
We used to add them to CC of the mail that goes to complainant so that
they can close their ticket. However, they started in good faith to
reply to that mail and their reply is resent to the administrator
mentioned before, which is something we do not want.
We have figured that the most sytematic solution would be to create two
tickets in such cases. One ticket for communication with external
entities and one for internal communication.
I am not sure how exactly to do it and if it is really that good idea
though. Does anyone of you have simillar setup? What and how would you
suggest to do it?
Thanks,
Martin
--
Mgr. Martin Drasar dra...@ics.muni.cz
CSIRT-MU, Network Security Department http://www.muni.cz/csirt
Institute of Computer Science, Masaryk University, Brno, Czech Republic
PGP Key ID: 0xB2761CDE
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Re: [rt-users] Two separate tickets for one mail
Dne 20.1.2011 16:00, Steve Anderson napsal(a):
One option is to use a scrip tied to the creation of a ticket.
We've got a workflow on our advert management queue, which creates a child
ticket to remove an advert. It checks for Set-Removal: followed by a unix
timestamp, and if it exist, a child ticket is created. There's a snippet of
the code below. It's in Custom action preparation code. Condition on create,
action user defined.
if( $content =~ m/^\QSet-Removal:\E\s*(\S+)\s*$/m ) {
my $removaldate = RT::Date-new($RT::SystemUser);
my $starts = RT::Date-new($RT::SystemUser);
$removaldate-Set(Format='unix', Value=$1);
my $rdate=$removaldate-ISO;
$starts-Set(Format='unix', Value=$removaldate-AddDays(-7));
my $childticket=new RT::Ticket($RT::SystemUser);
$childticket-Create(Queue=WebChange,
Requestor=$self-TicketObj-RequestorAddresses,
Subject=Remove Advert,
Due=$rdate,
Starts=$starts-ISO
);
$childticket-AddLink(Type=MemberOf,Target=$self-TicketObj-id)
}
Steve Anderson
Hi Steve,
thanks for the code, it looks good. I think that it should be pretty
straightforward from now.
Martin
--
Mgr. Martin Drasar dra...@ics.muni.cz
CSIRT-MU, Network Security Department http://www.muni.cz/csirt
Institute of Computer Science, Masaryk University, Brno, Czech Republic
PGP Key ID: 0xB2761CDE
[rt-users] JSGantt question
First, thanks to RT, and thanks to the contributor to the JSGantt extension. It has impressed management and it is going to give them more than they expected, in terms of seeing what is going on, what has been going on, and estimating what is going to be happening, and how soon. I need to modify JSGantt a bit, because my tickets are really keyed off Estimated Work Hours and Priorities. So, the estimated start date for my 4th highest priority ticket is based on the amount of business hours it is expected my first three tickets to take, and the estimated completion date of my 4th highest priority ticket is some time after that. If the ticket is estimated to take 40 hours, then the completion date should be 1 week later than the calculated start date. I also want the Gantt chart to have some markings on each day the ticket is worked. I have the team use Tools-My Day at the end of each day and, even if they don't add a comment, I make sure it is recorded as a transaction (the comment defaults to No Comment, which leads to the right code path). Maybe even proportional to the number of hours entered. I think changing the % Comp. field to be 100*((Est. Hours - Hours Worked)/Est. Hours) should be pretty easy, and I just have to configure something to send me an email when Hours Worked becomes greater than Hours Estimated. If anyone has made some modifications like this, please let me know before I begin. Thanks in advance, 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/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.
Re: [rt-users] Manually creating a user in RT's db (MySQL)
Thank you Sir, I will give it a try. I was under the impression that this is for users with the need to access RT, since this external just needs to be able to send an email to RT and get a ticket create. I will give a shot and see if it does the trick. I will let you know how it tuns out. Alberto On Wed, Jan 19, 2011 at 3:44 PM, Kevin Falcone falc...@bestpractical.comwrote: On Wed, Jan 19, 2011 at 03:05:22PM -0800, Alberto Vazquez wrote: Guys, I am new to RT and a novice on MySQL. Currently, we do not allow auto create for external senders to any of our Q's, but one of our departments want to use RT to start receiving emails (tickets) from an external source. My questions is, if I create this external entity in the RT database, would RT accept that, and if so, how in the heck do I create that entry in MySQL, with the right permissions? You should be able to do this from Configuration - Users - Create -kevin -- Alberto Vazquez-Dzul Email: beto...@gmail.com Mobile: (805) 444-0835 GVoice: (805) 768-4798
Re: [rt-users] Manually creating a user in RT's db (MySQL)
We usually setup our RT mail server to accept emails only from domain/user that are allowed to. In exim, we have an acl looking like this : drop !senders = ·*@mydomain.com:my_allowed_u...@hisdomain.com On Thu, 20 Jan 2011 08:49:50 -0800 Alberto Vazquez wrote: Thank you Sir, I will give it a try. I was under the impression that this is for users with the need to access RT, since this external just needs to be able to send an email to RT and get a ticket create. I will give a shot and see if it does the trick. I will let you know how it tuns out. Alberto On Wed, Jan 19, 2011 at 3:44 PM, Kevin Falcone falc...@bestpractical.comwrote: On Wed, Jan 19, 2011 at 03:05:22PM -0800, Alberto Vazquez wrote: Guys, I am new to RT and a novice on MySQL. Currently, we do not allow auto create for external senders to any of our Q's, but one of our departments want to use RT to start receiving emails (tickets) from an external source. My questions is, if I create this external entity in the RT database, would RT accept that, and if so, how in the heck do I create that entry in MySQL, with the right permissions? You should be able to do this from Configuration - Users - Create -kevin -- Nicolas GUIOT Risc Group - Service Production Exploitation Alcatel/CTI - Av. du Gal de Gaulle 45140 ORMES - FRANCE Tel : (+33) 2 38 71 84 98 Fax : (+33) 2 38 75 76 92
Re: [rt-users] Manually creating a user in RT's db (MySQL)
Cool, quick question. Which file do I need to modify? Thanks, Alberto On Thu, Jan 20, 2011 at 8:54 AM, Nicolas GUIOT nicolas.gu...@risc-group.com wrote: We usually setup our RT mail server to accept emails only from domain/user that are allowed to. In exim, we have an acl looking like this : drop !senders = ·*@mydomain.com:my_allowed_u...@hisdomain.com On Thu, 20 Jan 2011 08:49:50 -0800 Alberto Vazquez wrote: Thank you Sir, I will give it a try. I was under the impression that this is for users with the need to access RT, since this external just needs to be able to send an email to RT and get a ticket create. I will give a shot and see if it does the trick. I will let you know how it tuns out. Alberto On Wed, Jan 19, 2011 at 3:44 PM, Kevin Falcone falc...@bestpractical.comwrote: On Wed, Jan 19, 2011 at 03:05:22PM -0800, Alberto Vazquez wrote: Guys, I am new to RT and a novice on MySQL. Currently, we do not allow auto create for external senders to any of our Q's, but one of our departments want to use RT to start receiving emails (tickets) from an external source. My questions is, if I create this external entity in the RT database, would RT accept that, and if so, how in the heck do I create that entry in MySQL, with the right permissions? You should be able to do this from Configuration - Users - Create -kevin -- Nicolas GUIOT Risc Group - Service Production Exploitation Alcatel/CTI - Av. du Gal de Gaulle 45140 ORMES - FRANCE Tel : (+33) 2 38 71 84 98 Fax : (+33) 2 38 75 76 92 -- Alberto Vazquez-Dzul Email: beto...@gmail.com Mobile: (805) 444-0835 GVoice: (805) 768-4798
Re: [rt-users] Manually creating a user in RT's db (MySQL)
On Thu, Jan 20, 2011 at 08:49:50AM -0800, Alberto Vazquez wrote: Thank you Sir, I will give it a try. I was under the impression that this is for users with the need to access RT, since this external just needs to be able to send an email to RT and get a ticket create. Anyone who sends mail to RT gets a user account. If you're limiting ticket creation to existing accounts, you will need to create a user that doesn't have a password and isn't allowed to be granted rights but does have an email address. -kevin I will give a shot and see if it does the trick. I will let you know how it tuns out. Alberto On Wed, Jan 19, 2011 at 3:44 PM, Kevin Falcone [1]falc...@bestpractical.com wrote: On Wed, Jan 19, 2011 at 03:05:22PM -0800, Alberto Vazquez wrote: Guys, I am new to RT and a novice on MySQL. Currently, we do not allow auto create for external senders to any of our Q's, but one of our departments want to use RT to start receiving emails (tickets) from an external source. My questions is, if I create this external entity in the RT database, would RT accept that, and if so, how in the heck do I create that entry in MySQL, with the right permissions? You should be able to do this from Configuration - Users - Create -kevin pgp7MK4SmZ5FY.pgp Description: PGP signature
[rt-users] Fw: RT: Use of uninitialized value in lc at/usr/local/share/perl5/HTML/Mason/ApacheHandler.pm line 914
Hi
Does anyone have thoughts on this warning message in the httpd logs
Kind regards
Naresh
--
-Original Message-
From: Naresh Maharaj nar...@hewittandmay.com
Sender: rt-users-boun...@lists.bestpractical.com
Date: Wed, 19 Jan 2011 22:59:16
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT: Use of uninitialized value in lc at
/usr/local/share/perl5/HTML/Mason/ApacheHandler.pm line 914
All
We recently did a new install and have been having the same Warning in the
apache logs ever since.
This is where the issue starts:
Logs:
Jan 9 12:20:29 srikrsna yum[15593]: Installed:
perl-Apache-DBI-1.09-1.fc14.noarch
Jan 9 12:21:26 srikrsna RT: Use of uninitialized value in lc at
/usr/local/share/perl5/HTML/Mason/ApacheHandler.pm line 914.
(/usr/local/share/perl5/HTML/Mason/ApacheHandler.pm:914)
Line 914 below highlighted with
sub _apache_request_object
{
my $self = shift;
# We need to be careful to never assign a new apache (subclass)
# object to $r or we will leak memory, at least with mp1.
my $new_r = APACHE2 ? $_[0] : HTML::Mason::Apache::Request-new( $_[0]
);
my $r_sub;
*** if ( lc $_[0]-dir_config('Filter') eq 'on' )
{
die To use Apache::Filter with Mason you must have at least version
1.021 of Apache::Filter\n
unless Apache::Filter-VERSION = 1.021;
$r_sub = $do_filter;
}
else
{
$r_sub = $no_filter;
}
my $apreq_instance =
APACHE2
? sub { Apache2::Request-new( $_[0] ) }
: sub { $_[0] };
return
$r_sub-( $self-args_method eq 'mod_perl' ?
$apreq_instance-( $new_r ) :
$new_r
);
}
have seen the following post but could not see a solution:
http://www.gossamer-threads.com/lists/rt/users/96670
Does anyone know how I might be able to resolve this
Kind regards
Naresh Maharaj,
Hewitt May (Shirtmakers) Ltd
email: i...@hewittandmay.com
web: http://www.hewittandmay.co.uk
Re: [rt-users] Template Help
I'd still be interested in using this if there was an easy way to deal with
this. I ended up creating a custom scrip and template in the __Approvals
queue. I've added the line below to the template and it now allows people to
just click on the link to send a pre-formatted email.
-Original Message-
From: Jennifer Koermer
Sent: Wednesday, January 19, 2011 7:03 PM
To: rt-users@lists.bestpractical.com
Subject: Template Help
I'm using the following template to create an approval ticket. I would like to
include the following lines into the ticket:
Click on the link below to send an approval email:
mailto:r...@domain.com?subject=%5B{$rtname}%20#{$Ticket-id()}%5Dbody=%20Status:%20resolved
Click on the link below to send a rejection email:
mailto:r...@domain.com?subject=%5B{$rtname}%20#{$Ticket-id()}%5Dbody=%20Status:%20rejected
I am getting the following error:
Click on the link below to send an approval email:
mailto:r...@domain.com?subject=%5B%20#Can't call method id on an undefined
value at template line 29.
Stack:
[template:29]
[/usr/lib/rt/RT/Action/CreateTickets.pm:667]
[/usr/lib/rt/RT/Action/CreateTickets.pm:366]
[/usr/lib/rt/RT/Action/CreateTickets.pm:303]
[/usr/lib/rt/RT/ScripAction_Overlay.pm:238]
[/usr/lib/rt/RT/Scrip_Overlay.pm:464]
[/usr/lib/rt/RT/Scrips_Overlay.pm:196]
[/usr/lib/rt/RT/Scrips_Overlay.pm:175]
[/usr/lib/rt/RT/Ticket_Overlay.pm:3186]
[/var/rt/html/Ticket/Create.html:392]
[/var/rt/html/autohandler:311]
%5Dbody=%20Status:%20resolved
Is there a way to get the id of the ticket that will be created with the
template? Please help, the ability to just be able to click on the link
instead of worrying about formatting would be a great addition to the approval
queue. It works with correspondence and comments.
Here is my Template:
===Create-Ticket: approval
Queue: ___Approvals
Type: approval
AdminCc: {$Tickets{'TOP'}-FirstCustomFieldValue('OracleApprovers')};
Cc: usern...@domain.com
Depended-On-By: TOP
Refers-To: TOP
CF-ApprovalType: Oracle
Due: {time + 86400}
Subject: Oracle Approval for ticket: {$Tickets{TOP}-Id} -
{$Tickets{TOP}-Subject}
Content: Your approval is required to grant access to Oracle for
{$Tickets{'TOP'}-FirstCustomFieldValue('UserDisplayName')}
To respond to this request, please click the following link to access your
pending approvals:
http://rt.domain.com/Approvals
OR
You may submit your response via e-mail. To do so, reply to this message with
one of the following responses in the body of the message:
To approve:
Status: Resolved
To reject:
Status: Rejected
To view the original request, follow this link:
{RT-Config-Get('WebURL')}Ticket/Display.html?id={$Tickets{'TOP'}-Id}
The actual approval request is below:
{$Tickets{'TOP'}-Transactions-First-Content()}
ENDOFCONTENT
Re: [rt-users] Template Help
Did you try just {$Ticket-id}? Works for me.
tr
tdspan style=COLOR: #607480strongRequest {$Ticket-id}
was been created on {$Transaction-CreatedAsString}/strong/td/tr
tr
--- On Thu, 1/20/11, Jennifer Koermer jkoer...@prg.com wrote:
From: Jennifer Koermer jkoer...@prg.com
Subject: Re: [rt-users] Template Help
To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Date: Thursday, January 20, 2011, 1:06 PM
I'd still be interested in using this if there was an easy way to deal with
this. I ended up creating a custom scrip and template in the __Approvals
queue. I've added the line below to the template and it now allows people to
just click on the link to send a pre-formatted email.
-Original Message-
From: Jennifer Koermer
Sent: Wednesday, January 19, 2011 7:03 PM
To: rt-users@lists.bestpractical.com
Subject: Template Help
I'm using the following template to create an approval ticket. I would like to
include the following lines into the ticket:
Click on the link below to send an approval email:
mailto:r...@domain.com?subject=%5B{$rtname}%20#{$Ticket-id()}%5Dbody=%20Status:%20resolved
Click on the link below to send a rejection email:
mailto:r...@domain.com?subject=%5B{$rtname}%20#{$Ticket-id()}%5Dbody=%20Status:%20rejected
I am getting the following error:
Click on the link below to send an approval email:
mailto:r...@domain.com?subject=%5B%20#Can't call method id on an undefined
value at template line 29.
Stack:
[template:29]
[/usr/lib/rt/RT/Action/CreateTickets.pm:667]
[/usr/lib/rt/RT/Action/CreateTickets.pm:366]
[/usr/lib/rt/RT/Action/CreateTickets.pm:303]
[/usr/lib/rt/RT/ScripAction_Overlay.pm:238]
[/usr/lib/rt/RT/Scrip_Overlay.pm:464]
[/usr/lib/rt/RT/Scrips_Overlay.pm:196]
[/usr/lib/rt/RT/Scrips_Overlay.pm:175]
[/usr/lib/rt/RT/Ticket_Overlay.pm:3186]
[/var/rt/html/Ticket/Create.html:392]
[/var/rt/html/autohandler:311]
%5Dbody=%20Status:%20resolved
Is there a way to get the id of the ticket that will be created with the
template? Please help, the ability to just be able to click on the link
instead of worrying about formatting would be a great addition to the approval
queue. It works with correspondence and comments.
Here is my Template:
===Create-Ticket: approval
Queue: ___Approvals
Type: approval
AdminCc: {$Tickets{'TOP'}-FirstCustomFieldValue('OracleApprovers')};
Cc: usern...@domain.com
Depended-On-By: TOP
Refers-To: TOP
CF-ApprovalType: Oracle
Due: {time + 86400}
Subject: Oracle Approval for ticket: {$Tickets{TOP}-Id} -
{$Tickets{TOP}-Subject}
Content: Your approval is required to grant access to Oracle for
{$Tickets{'TOP'}-FirstCustomFieldValue('UserDisplayName')}
To respond to this request, please click the following link to access your
pending approvals:
http://rt.domain.com/Approvals
OR
You may submit your response via e-mail. To do so, reply to this message with
one of the following responses in the body of the message:
To approve:
Status: Resolved
To reject:
Status: Rejected
To view the original request, follow this link:
{RT-Config-Get('WebURL')}Ticket/Display.html?id={$Tickets{'TOP'}-Id}
The actual approval request is below:
{$Tickets{'TOP'}-Transactions-First-Content()}
ENDOFCONTENT
[rt-users] Slowness with RRDtool graphing
Hardware: CPU: Intel(R) Pentium(R) 4 CPU 2.80GHz (2806.37-MHz 686-class CPU) real memory = 2146631680 (2047 MB) Load: CPU: 2.2% user, 0.0% nice, 1.1% system, 0.0% interrupt, 96.6% idle Mem: 162M Active, 1461M Inact, 178M Wired, 96M Cache, 112M Buf, 99M Free Swap: 4061M Total, 84K Used, 4061M Free Disks ad0 ad1 183024 wire KB/t128 0.00 186724 act tps 0 0 1496468 inact MB/s 0.02 0.00 98392 cache %busy 0 0 80408 free 114880 buf Versions: 6.4-RELEASE FreeBSD Server version: Apache/2.2.9 (FreeBSD) PHP 5.2.6 with Suhosin-Patch 0.9.6.2 (cli) (built: Apr 16 2009 17:45:37) Cacti Version 0.8.7g RRDTool versions tried: Currently RRDtool 1.4.5 Also tried RRDtool 1.0.49 Also tried RRDtool 1.3.1 Summary: Loading of a given page of graphs in Cacti taking minutes to load PID USERNAME THR PRI NICE SIZERES STATE C TIME WCPU COMMAND 53185 www 1 1010 9292K 6096K RUN0 0:03 15.79% rrdtool 53186 www 1 1010 9288K 6092K RUN0 0:03 15.54% rrdtool 53192 www 1 1010 9284K 6088K RUN0 0:03 15.51% rrdtool 53197 www 1 1010 9292K 6096K RUN0 0:03 15.51% rrdtool 53198 www 1 1010 9284K 6088K RUN0 0:03 15.42% rrdtool 53194 www 1 1010 9288K 6092K RUN0 0:03 15.08% rrdtool Extended description: I've installed Cacti on 30+ machines for 20+ organizations over the last 5 years and have never before experienced this. I find tons of reports of this via Google and the 'search' function at cacti.net, but have yet to find the silver bullet that fixes the issue. What would be causing this? How can I fix it? The rest of the Cacti interface loads instantly, so I have no reason to believe that it's a PHP limitation/setting, nor a resource issue with Apache in any way. Advice? -Jake
Re: [rt-users] Slowness with RRDtool graphing
Did you perhaps mean to send this to the RRDtool mailinglist? On Thu, Jan 20, 2011 at 02:20:46PM -0500, elsif wrote: Hardware: CPU: Intel(R) Pentium(R) 4 CPU 2.80GHz (2806.37-MHz 686-class CPU) real memory = 2146631680 (2047 MB) Load: CPU: 2.2% user, 0.0% nice, 1.1% system, 0.0% interrupt, 96.6% idle Mem: 162M Active, 1461M Inact, 178M Wired, 96M Cache, 112M Buf, 99M Free Swap: 4061M Total, 84K Used, 4061M Free Disks ad0 ad1 183024 wire KB/t128 0.00 186724 act tps 0 0 1496468 inact MB/s 0.02 0.00 98392 cache %busy 0 0 80408 free 114880 buf Versions: 6.4-RELEASE FreeBSD Server version: Apache/2.2.9 (FreeBSD) PHP 5.2.6 with Suhosin-Patch 0.9.6.2 (cli) (built: Apr 16 2009 17:45:37) Cacti Version 0.8.7g RRDTool versions tried: Currently RRDtool 1.4.5 Also tried RRDtool 1.0.49 Also tried RRDtool 1.3.1 Summary: Loading of a given page of graphs in Cacti taking minutes to load PID USERNAME THR PRI NICE SIZERES STATE C TIME WCPU COMMAND 53185 www 1 1010 9292K 6096K RUN0 0:03 15.79% rrdtool 53186 www 1 1010 9288K 6092K RUN0 0:03 15.54% rrdtool 53192 www 1 1010 9284K 6088K RUN0 0:03 15.51% rrdtool 53197 www 1 1010 9292K 6096K RUN0 0:03 15.51% rrdtool 53198 www 1 1010 9284K 6088K RUN0 0:03 15.42% rrdtool 53194 www 1 1010 9288K 6092K RUN0 0:03 15.08% rrdtool Extended description: I've installed Cacti on 30+ machines for 20+ organizations over the last 5 years and have never before experienced this. I find tons of reports of this via Google and the 'search' function at cacti.net, but have yet to find the silver bullet that fixes the issue. What would be causing this? How can I fix it? The rest of the Cacti interface loads instantly, so I have no reason to believe that it's a PHP limitation/setting, nor a resource issue with Apache in any way. Advice? -Jake --
Re: [rt-users] Template Help
I just tried that, still didn't work. I was able to include it into the
AdminCCTransaction template and it works. But it just doesn't seem to work for
me when I tried it as part of a template to create a child ticket. I've gotten
around it by modifying the template that is used in the scrip On Create Notify
AdminCcs. This works, it just means that the formatting is not completely
ideal.
From: adam brown [mailto:ajax...@yahoo.com]
Sent: Thursday, January 20, 2011 1:26 PM
To: rt-users@lists.bestpractical.com; Jennifer Koermer
Subject: Re: [rt-users] Template Help
Did you try just {$Ticket-id}? Works for me.
tr
tdspan style=COLOR: #607480strongRequest {$Ticket-id}
was been created on {$Transaction-CreatedAsString}/strong/td/tr
tr
--- On Thu, 1/20/11, Jennifer Koermer
jkoer...@prg.commailto:jkoer...@prg.com wrote:
From: Jennifer Koermer jkoer...@prg.commailto:jkoer...@prg.com
Subject: Re: [rt-users] Template Help
To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Date: Thursday, January 20, 2011, 1:06 PM
I'd still be interested in using this if there was an easy way to deal with
this. I ended up creating a custom scrip and template in the __Approvals
queue. I've added the line below to the template and it now allows people to
just click on the link to send a pre-formatted email.
-Original Message-
From: Jennifer Koermer
Sent: Wednesday, January 19, 2011 7:03 PM
To:
rt-users@lists.bestpractical.comhttp://us.mc345.mail.yahoo.com/mc/compose?to=rt-users@lists.bestpractical.com
Subject: Template Help
I'm using the following template to create an approval ticket. I would like to
include the following lines into the ticket:
Click on the link below to send an approval email:
mailto:r...@domain.comhttp://us.mc345.mail.yahoo.com/mc/compose?to=r...@domain.com?subject=%5B{$rtname}%20#{$Ticket-id()}%5Dbody=%20Status:%20resolved
Click on the link below to send a rejection email:
mailto:r...@domain.comhttp://us.mc345.mail.yahoo.com/mc/compose?to=r...@domain.com?subject=%5B{$rtname}%20#{$Ticket-id()}%5Dbody=%20Status:%20rejected
I am getting the following error:
Click on the link below to send an approval email:
mailto:r...@domain.comhttp://us.mc345.mail.yahoo.com/mc/compose?to=r...@domain.com?subject=%5B%20#Can't
call method id on an undefined value at template line 29.
Stack:
[template:29]
[/usr/lib/rt/RT/Action/CreateTickets.pm:667]
[/usr/lib/rt/RT/Action/CreateTickets.pm:366]
[/usr/lib/rt/RT/Action/CreateTickets.pm:303]
[/usr/lib/rt/RT/ScripAction_Overlay.pm:238]
[/usr/lib/rt/RT/Scrip_Overlay.pm:464]
[/usr/lib/rt/RT/Scrips_Overlay.pm:196]
[/usr/lib/rt/RT/Scrips_Overlay.pm:175]
[/usr/lib/rt/RT/Ticket_Overlay.pm:3186]
[/var/rt/html/Ticket/Create.html:392]
[/var/rt/html/autohandler:311]
%5Dbody=%20Status:%20resolved
Is there a way to get the id of the ticket that will be created with the
template? Please help, the ability to just be able to click on the link
instead of worrying about formatting would be a great addition to the approval
queue. It works with correspondence and comments.
Here is my Template:
===Create-Ticket: approval
Queue: ___Approvals
Type: approval
AdminCc: {$Tickets{'TOP'}-FirstCustomFieldValue('OracleApprovers')};
Cc:
usern...@domain.comhttp://us.mc345.mail.yahoo.com/mc/compose?to=usern...@domain.com
Depended-On-By: TOP
Refers-To: TOP
CF-ApprovalType: Oracle
Due: {time + 86400}
Subject: Oracle Approval for ticket: {$Tickets{TOP}-Id} -
{$Tickets{TOP}-Subject}
Content: Your approval is required to grant access to Oracle for
{$Tickets{'TOP'}-FirstCustomFieldValue('UserDisplayName')}
To respond to this request, please click the following link to access your
pending approvals:
http://rt.domain.com/Approvals
OR
You may submit your response via e-mail. To do so, reply to this message with
one of the following responses in the body of the message:
To approve:
Status: Resolved
To reject:
Status: Rejected
To view the original request, follow this link:
{RT-Config-Get('WebURL')}Ticket/Display.html?id={$Tickets{'TOP'}-Id}
The actual approval request is below:
{$Tickets{'TOP'}-Transactions-First-Content()}
ENDOFCONTENT
Re: [rt-users] Template Help
On Thu, Jan 20, 2011 at 07:50:05PM +, Jennifer Koermer wrote:
I just tried that, still didn't work. I was able to include it into the
AdminCCTransaction
template and it works. But it just doesn't seem to work for me when I
tried it as part of a
template to create a child ticket. I've gotten around it by modifying the
template that is
used in the scrip On Create Notify AdminCcs. This works, it just means
that the formatting is
not completely ideal.
RT can't know the id of the ticket that will be created, sending this
notification from __Approvals is the right place to do it. You could
use the New Pending Approval template, but I think that only notifies
Owners.
-kevin
From: adam brown [mailto:ajax...@yahoo.com]
Sent: Thursday, January 20, 2011 1:26 PM
To: rt-users@lists.bestpractical.com; Jennifer Koermer
Subject: Re: [rt-users] Template Help
Did you try just {$Ticket-id}? Works for me.
tr
tdspan style=COLOR: #607480strongRequest
{$Ticket-id} was been created
on {$Transaction-CreatedAsString}/strong/td/tr
tr
--- On Thu, 1/20/11, Jennifer Koermer [1]jkoer...@prg.com wrote:
From: Jennifer Koermer [2]jkoer...@prg.com
Subject: Re: [rt-users] Template Help
To: [3]rt-users@lists.bestpractical.com
[4]rt-users@lists.bestpractical.com
Date: Thursday, January 20, 2011, 1:06 PM
I'd still be interested in using this if there was an easy way to deal
with this. I ended up
creating a custom scrip and template in the __Approvals queue. I've
added the line below to
the template and it now allows people to just click on the link to send
a pre-formatted
email.
-Original Message-
From: Jennifer Koermer
Sent: Wednesday, January 19, 2011 7:03 PM
To: [5]rt-users@lists.bestpractical.com
Subject: Template Help
I'm using the following template to create an approval ticket. I would
like to include the
following lines into the ticket:
Click on the link below to send an approval email:
mailto:[6]r...@domain.com?subject=%5B{$rtname}%20#{$Ticket-id()}%5Dbody=%20Status:%20resolved
Click on the link below to send a rejection email:
mailto:[7]r...@domain.com?subject=%5B{$rtname}%20#{$Ticket-id()}%5Dbody=%20Status:%20rejected
I am getting the following error:
Click on the link below to send an approval email:
mailto:[8]r...@domain.com?subject=%5B%20#Can't call method id on an
undefined value at
template line 29.
Stack:
[template:29]
[/usr/lib/rt/RT/Action/CreateTickets.pm:667]
[/usr/lib/rt/RT/Action/CreateTickets.pm:366]
[/usr/lib/rt/RT/Action/CreateTickets.pm:303]
[/usr/lib/rt/RT/ScripAction_Overlay.pm:238]
[/usr/lib/rt/RT/Scrip_Overlay.pm:464]
[/usr/lib/rt/RT/Scrips_Overlay.pm:196]
[/usr/lib/rt/RT/Scrips_Overlay.pm:175]
[/usr/lib/rt/RT/Ticket_Overlay.pm:3186]
[/var/rt/html/Ticket/Create.html:392]
[/var/rt/html/autohandler:311]
%5Dbody=%20Status:%20resolved
Is there a way to get the id of the ticket that will be created with the
template? Please
help, the ability to just be able to click on the link instead of
worrying about formatting
would be a great addition to the approval queue. It works with
correspondence and comments.
Here is my Template:
===Create-Ticket: approval
Queue: ___Approvals
Type: approval
AdminCc: {$Tickets{'TOP'}-FirstCustomFieldValue('OracleApprovers')};
Cc: [9]usern...@domain.com
Depended-On-By: TOP
Refers-To: TOP
CF-ApprovalType: Oracle
Due: {time + 86400}
Subject: Oracle Approval for ticket: {$Tickets{TOP}-Id} -
{$Tickets{TOP}-Subject}
Content: Your approval is required to grant access to Oracle for
{$Tickets{'TOP'}-FirstCustomFieldValue('UserDisplayName')}
To respond to this request, please click the following link to access
your pending approvals:
[10]http://rt.domain.com/Approvals
OR
You may submit your response via e-mail. To do so, reply to this
message with one of the
following responses in the body of the message:
To approve:
Status: Resolved
To reject:
Status: Rejected
To view the original request, follow this link:
{RT-Config-Get('WebURL')}Ticket/Display.html?id={$Tickets{'TOP'}-Id}
The actual approval request is below:
{$Tickets{'TOP'}-Transactions-First-Content()}
ENDOFCONTENT
References
Visible links
1. mailto:jkoer...@prg.com
2. mailto:jkoer...@prg.com
3. mailto:rt-users@lists.bestpractical.com
4. mailto:rt-users@lists.bestpractical.com
5.
[rt-users] ¿does request-tracker3.6 need restart apache2 often?
Hi and thanks in advance. I just installed request-tracker3.6 in a debian lenny server. It works perfect but today suddenly stopped to send email to users when a new ticket is created. Even, when we make a reply to requestor, the email is not sent. In the history of the ticket when its created as new, the message which says that email outgoing was recorded is not present. So after a very pain process, we restarted apache2: /etc/init.d/apache2 restart And RT started to send emails again. Is it normal? We read something about FastCGI but we are not pretty clear. Do we have to restart the apache2 often ? Can we setup anything to avoid apache2 restart ? Thanks again. José. -- Lic. José Gregorio Díaz Unda. Asesor de Tecnologías de Información y Comunicación. Tel.: 58.0412.5518085 Skype: xt4mhz Web: www.usb.ve - jgdu.blogspot.com
[rt-users] CF value is not updated from perspective of callback
Hi folks, I've hit another snag. Any help would be appreciated. RT 3.8.7. PROBLEM === After submission of Modify.html (editing Basics) where I changed 2 things FROM Status: stalled Classification: Non-Compliance TO Status: resolved Classification: Foobar The resulting log data generated from my callback (which is Modify.html/Default) shows 'resolved' but shows the OLD value for Classification, not the new one: Jan 20 18:06:50 rtdev1 RT: DEBUG Status = 'resolved' ... Jan 20 18:06:50 rtdev1 RT: DEBUG name = 'Classification' val = 'Non-Compliance' Note that the ticket is modified properly though. The values on screen once the page updates are: Status: resolved Classification: Foobar
Re: [rt-users] Manually creating a user in RT's db (MySQL)
This worked, but I had to check the Allow access to RT option, otherwise it would not work. Thanks, Alberto On Thu, Jan 20, 2011 at 9:00 AM, Kevin Falcone falc...@bestpractical.comwrote: On Thu, Jan 20, 2011 at 08:49:50AM -0800, Alberto Vazquez wrote: Thank you Sir, I will give it a try. I was under the impression that this is for users with the need to access RT, since this external just needs to be able to send an email to RT and get a ticket create. Anyone who sends mail to RT gets a user account. If you're limiting ticket creation to existing accounts, you will need to create a user that doesn't have a password and isn't allowed to be granted rights but does have an email address. -kevin I will give a shot and see if it does the trick. I will let you know how it tuns out. Alberto On Wed, Jan 19, 2011 at 3:44 PM, Kevin Falcone [1] falc...@bestpractical.com wrote: On Wed, Jan 19, 2011 at 03:05:22PM -0800, Alberto Vazquez wrote: Guys, I am new to RT and a novice on MySQL. Currently, we do not allow auto create for external senders to any of our Q's, but one of our departments want to use RT to start receiving emails (tickets) from an external source. My questions is, if I create this external entity in the RT database, would RT accept that, and if so, how in the heck do I create that entry in MySQL, with the right permissions? You should be able to do this from Configuration - Users - Create -kevin -- Alberto Vazquez-Dzul Email: beto...@gmail.com Mobile: (805) 444-0835 GVoice: (805) 768-4798
Re: [rt-users] Manually creating a user in RT's db (MySQL)
On Thu, Jan 20, 2011 at 04:48:15PM -0800, Alberto Vazquez wrote: This worked, but I had to check the Allow access to RT option, otherwise it would not work. Yes, otherwise you would disable the user, but they cannot log in without a password. -kevin On Thu, Jan 20, 2011 at 9:00 AM, Kevin Falcone [1]falc...@bestpractical.com wrote: On Thu, Jan 20, 2011 at 08:49:50AM -0800, Alberto Vazquez wrote: Thank you Sir, I will give it a try. I was under the impression that this is for users with the need to access RT, since this external just needs to be able to send an email to RT and get a ticket create. Anyone who sends mail to RT gets a user account. If you're limiting ticket creation to existing accounts, you will need to create a user that doesn't have a password and isn't allowed to be granted rights but does have an email address. -kevin I will give a shot and see if it does the trick. I will let you know how it tuns out. Alberto On Wed, Jan 19, 2011 at 3:44 PM, Kevin Falcone [1][2]falc...@bestpractical.com wrote: On Wed, Jan 19, 2011 at 03:05:22PM -0800, Alberto Vazquez wrote: Guys, I am new to RT and a novice on MySQL. Currently, we do not allow auto create for external senders to any of our Q's, but one of our departments want to use RT to start receiving emails (tickets) from an external source. My questions is, if I create this external entity in the RT database, would RT accept that, and if so, how in the heck do I create that entry in MySQL, with the right permissions? You should be able to do this from Configuration - Users - Create -kevin -- Alberto Vazquez-Dzul Email: [3]beto...@gmail.com Mobile: (805) 444-0835 GVoice: (805) 768-4798 References Visible links 1. mailto:falc...@bestpractical.com 2. mailto:falc...@bestpractical.com 3. mailto:beto...@gmail.com pgpAM0GkId5Aj.pgp Description: PGP signature
Re: [rt-users] ¿does request-tracker3.6 need restart apache2 often?
Hi, You start debugging with logs. However, you better start with upgrading your RT instance to 3.8.8 at least. On Fri, Jan 21, 2011 at 2:09 AM, Jose Diaz xt4...@yahoo.com wrote: Hi and thanks in advance. I just installed request-tracker3.6 in a debian lenny server. It works perfect but today suddenly stopped to send email to users when a new ticket is created. Even, when we make a reply to requestor, the email is not sent. In the history of the ticket when its created as new, the message which says that email outgoing was recorded is not present. So after a very pain process, we restarted apache2: /etc/init.d/apache2 restart And RT started to send emails again. Is it normal? We read something about FastCGI but we are not pretty clear. Do we have to restart the apache2 often ? Can we setup anything to avoid apache2 restart ? Thanks again. José. -- Lic. José Gregorio Díaz Unda. Asesor de Tecnologías de Información y Comunicación. Tel.: 58.0412.5518085 Skype: xt4mhz Web: www.usb.ve - jgdu.blogspot.com -- Best regards, Ruslan.
