[rt-users] Import user rigths and tickets across systems
Hello all, Is it possible to import a ticket or an user with rights across different systems? But the systems has identical Linux plattforms best regards john s. -- View this message in context: http://old.nabble.com/Import-user-rigths-and-tickets-across-systems-tp31653363p31653363.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Work with Google Apps?
On 13/05/2011, at 9:28 AM, Gavin Henry wrote: > Hi, > > Can this be done? My RT is configured to use my primary domain, ie. support@mydomain. It receives email at a subdomain - ie. support@rt.mydomain. My primary domain is hosted at Google Apps (for business, not the free one). My RT subdomain is hosted on my RT server, and delivers support@rt.mydomain mail to the rt-mailgate script, etc. I have an account configured in Google Apps for support@mydomain, and using the per-user mail routing I route this to support@rt.mydomain and set it as the recipient, and then not deliver this mail to the Google mailbox for this user. It seems to work well. I had previously had it set up with a group that anyone could post to called support@mydomain with support@rt.mydomain as the only member, but then one of my customers got blocked by (from memory) a Google Groups spam filter thing (their mail server got hacked at some point and blacklisted by something) and there was no way to bypass that. Per-user mail routing worked best, and really is the proper way to do it. An alternative is to use fetchmail to periodically pull RT mail from a POP account or something, this is fairly well documented elsewhere. -- Nathan Ward
Re: [rt-users] Please help - rt4 slow after upgrade
I actually saw something about that in a message to the mailing list, and
already turned it off as well, as a precaution. After searching around
some and trying out some tests, it seems the delay happens after the GET
request to the apache server, and watching the logs, nothing appears in the
log until about 20 seconds after the request to say the user asked for it..
so there's about 20 - 30 seconds of dead time from the GET to when the log
shows a request was made. On a forum recommendation, I enabled slow mysql
logging and noticed several entries in the log. Here is a sample:
# User@Host: rt_user[rt_user] @ localhost []
# Query_time: 3246 Lock_time: 0 Rows_sent: 1 Rows_examined: 0
SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600);
# User@Host: rt_user[rt_user] @ localhost []
# Query_time: 3204 Lock_time: 0 Rows_sent: 1 Rows_examined: 0
SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600);
# User@Host: rt_user[rt_user] @ localhost []
# Query_time: 2897 Lock_time: 0 Rows_sent: 1 Rows_examined: 0
SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600);
# User@Host: rt_user[rt_user] @ localhost []
# Query_time: 2885 Lock_time: 0 Rows_sent: 1 Rows_examined: 0
SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600);
# Time: 110518 19:51:37
# User@Host: rt_user[rt_user] @ localhost []
# Query_time: 1660 Lock_time: 0 Rows_sent: 1 Rows_examined: 0
SELECT GET_LOCK('Apache-Session-8a63b00ecb1829c65682fc75db1c05be', 3600);
# Time: 110518 19:56:44
# User@Host: rt_user[rt_user] @ localhost []
# Query_time: 14 Lock_time: 0 Rows_sent: 1 Rows_examined: 0
SELECT GET_LOCK('Apache-Session-29fd7421a2e8981d99740258bbb9aea3', 3600);
Dunno if they are of any help, but to me, it seems to indicate several
SELECT queries that are running long for... whatever reason. Do these logs
make sense to anybody?
On Wed, May 18, 2011 at 6:33 PM, Jonah Hirsch wrote:
> I was having this issue, same exact versions and problems with apache2. I
> turned off mod_deflate and that helped a bit, but I'm still getting some
> slowdowns, just not as much as before.
> ---
> Jonah Hirsch
>
>
>
> On Wed, May 18, 2011 at 11:31 AM, Chris Hall wrote:
>
>> Not sure where to start here, but trying to diagnose why after an upgrade
>> from 3.8.8 to 4.0.0 things have slowed down tremendously. Doing even
>> pedestrian tasks such as loading the home screen or opening the ticket
>> search will about 30% of the time decide it wants to max out the cpu with
>> the apache2 process for roughly 20 - 30 seconds. Sometimes, loading things
>> happens almost instantaneously. Other times, there's this weird delay. Not
>> sure where to start looking, are there any known issues that I might need to
>> be aware of?
>
>
>
Re: [rt-users] Updating saved searches via API
Hi, Saved searches are in Attributes table, so at the end you should get RT::Attribute object. Access ->Content, do regexps or something else to rename queues and use SetContent method for update. On Wed, May 18, 2011 at 8:08 PM, JP White wrote: > We are running RT version 3.8.9 on MySQL. I have a need to rename a bunch of > queues (for several reasons) and have been asked to be update ALL saved > searches and find/replace queue names. > I haven't been able to find any good code examples on how this could be > done. I have some code that will loop over each user, then loop over each > saved search... but I'm stuck on how to replace queue names and save > changes. > Any ideas? -- Best regards, Ruslan.
Re: [rt-users] rt & apache running slow
Hi, Then it's something about headers your proxy server adds to the request. On Wed, May 18, 2011 at 6:30 PM, Chris Hall wrote: > ok... update... it only seems to do this when I'm going through a proxy > server... odd. I can hit it without any trouble inside our network, and > from the internet, but when it goes through my squid proxy, it wants to > choke out. > > On Wed, May 18, 2011 at 10:21 AM, Chris Hall wrote: >> >> Hello all, >> I'm not sure if was the case before the upgrade to 4.0.0 from 3.8.8, but >> I've noticed intermittent slowdown.. particularly on the front page. I have >> a suspect as to why this is the case, and I wanted to know if this could be >> backed up. The ppl who use rt here requested that "resolved" status be an >> active status, so it shows up as a column on the right for the queues, etc.. >> we're up to around 7000 tickets, and I'm wondering if the taking of >> inventory of all these tickets might be what's causing the slowdown. At >> times I can wait upwards for 20+ seconds while apache churns away at 99.9% >> CPU usage, waiting on the front page to generate. Could it be the result of >> all the tickets that rt is inventorying to display as active that is the >> cause of this? > -- Best regards, Ruslan.
Re: [rt-users] RT 4 - install on Debian Squeeze
On Wed, 18 May 2011 23:08 +0200, "Alexander Finger" wrote: > If you want to keep your install clean, try to install the necessary > modules using apt-get instead of using fixdeps. For our RT install, I found some Perl packages were too old or missing from Debian repositories, so I built my own packages. Install dh-make-perl and devscripts, grab and unpack all the needed Perl module source archives, then: dh-make-perl Perlmodule-source/ cd Perlmodule-source debuild -us -uc Now you have a .deb package you can install.
Re: [rt-users] RT 4 - install on Debian Squeeze
Thanks Alex, That's what I would like to do, does anyone have a list of deps that are available under squeeze? Thanks, Gilbert. On 18/05/2011 5:08 PM, Alexander Finger wrote: If you want to keep your install clean, try to install the necessary modules using apt-get instead of using fixdeps. rgds Alex On Wed, May 18, 2011 at 10:38 PM, Gilbert Rebeiro wrote: Hi, Are there any instructions to install RT 4 on Debian Squeeze? Thanks, Gilbert.
Re: [rt-users] RT 4 - install on Debian Squeeze
If you want to keep your install clean, try to install the necessary modules using apt-get instead of using fixdeps. rgds Alex On Wed, May 18, 2011 at 10:38 PM, Gilbert Rebeiro wrote: > Hi, > > Are there any instructions to install RT 4 on Debian Squeeze? > > Thanks, > > Gilbert. > -- Netzwerkmanagement mit OpenNMS: http://www.dpunkt.de/buecher/3194.html
Re: [rt-users] RT 4 - install on Debian Squeeze
On 05/18/2011 04:38 PM, Gilbert Rebeiro wrote: > Are there any instructions to install RT 4 on Debian Squeeze? There is not yet a Debian package for RT 4, but you can easily install from source using the README and docs/ included with the official tarball. Thomas
[rt-users] RT 4 - install on Debian Squeeze
Hi, Are there any instructions to install RT 4 on Debian Squeeze? Thanks, Gilbert.
[rt-users] Please help - rt4 slow after upgrade
Not sure where to start here, but trying to diagnose why after an upgrade from 3.8.8 to 4.0.0 things have slowed down tremendously. Doing even pedestrian tasks such as loading the home screen or opening the ticket search will about 30% of the time decide it wants to max out the cpu with the apache2 process for roughly 20 - 30 seconds. Sometimes, loading things happens almost instantaneously. Other times, there's this weird delay. Not sure where to start looking, are there any known issues that I might need to be aware of?
Re: [rt-users] Linking to RT from MS Excel
On Wed, May 4, 2011 4:53 pm, Lai Zit Seng wrote: > On May 5, 2011, at 7:10 AM, Yan Seiner wrote: > >> On Wed, May 4, 2011 3:48 pm, Yan Seiner wrote: >>> >>> I'm trying to set up a link from a MS Excel spreadsheet to an RT >>> ticket. >>> I've tried the "hyperlink" function and also a directl link; no matter >>> what I do RT only goes to the home page. >>> >>> Hyperlinking directly to a ticket seems to work otherwise. Is there >>> something particular about excel that makes it break? Does anyone know >>> where to look? >> >> Here's the apache logs of the exchange: > > > >> Anyone have any clue what's going on? >> >> It looks like a failed login, but the user is logged in on the machine, >> and RT opens up on the user's dashboard. > > I've encountered similar problems with other sort of websites if > hyperlinked from Office (not necessarily Excel, but also Word and > PowerPoint). It's very irritating. I understand the issue is that Office > programs will make an initial web request NOT using your favourite web > browser, where it does not have the correct login credentials (or cookies > of a pre-existing logged in session), and thus ends up with the wrong web > content. If that initial web request results in a HTTP 403 error > (forbidden), the Office program will just pop-up an error dialog without > even launching the browser (this happens on my Drupal website). OK, for posterity, here's the solution, provided by our very helpful IT department: This MSKB article http://support.microsoft.com/kb/899927 explains the nature of the problem and which makes reference to the registry fix described in this article http://support.microsoft.com/kb/218153. I can vouch for the fact that applying the fix does resolve the link problem. -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
Re: [rt-users] Changing Owner, AdminCC and CC labels
On Tue, May 17, 2011 6:50 pm, Thomas Sibley wrote: > On 05/17/2011 04:17 PM, Yan Seiner wrote: >> Is it possible to change the Owner, AdminCC and CC labels? The roles >> really correspond to Team Leader, Team Member, and Secondary Requestor >> the >> way we're structured and it would make life a bit simpler if we could >> actually see those labels. > > You can do this very simply by creating a custom local/po/en.po > translation file that "translates" Owner, AdminCc, and Cc into the > appropriate phrases. If you use your RT in a different language, you'll > need to change the language code from 'en' appropriately. > > I believe there is an example of how to do this on the wiki. This turned out to be the best solution by far. The en.po file is pretty sparse so use a different language to get all labels you want, grep out the stuff you want, change it and merge it into the english version. -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
[rt-users] Updating saved searches via API
We are running RT version 3.8.9 on MySQL. I have a need to rename a bunch of queues (for several reasons) and have been asked to be update ALL saved searches and find/replace queue names. I haven't been able to find any good code examples on how this could be done. I have some code that will loop over each user, then loop over each saved search... but I'm stuck on how to replace queue names and save changes. Any ideas?
[rt-users] Tickets for old rt ....how to handle them ?
Hi, We will be running old rt and new rt side by side for 3 months . After that old rt will be shut . so if someone replys to an old email . they will receive a automatic reply that the ticket does not exist. How to create a new ticket in new rt which has a subject something like "zxc software #123". the ticket number 123 was in old rt database and the new rt will start from 1000 and there wont be any old tickets put in this new one . so ideally a new ticket in new system with a new id needs to be created when a customer replys to old rt ticket. hope that makes sense . please do not say that i should upgrade the old rt to new one because my manager wont be interested in this . any solutions much appreciated . cheers brothers. -- View this message in context: http://old.nabble.com/Tickets-for-old-rt-how-to-handle-them---tp31647742p31647742.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] rt & apache running slow
ok... update... it only seems to do this when I'm going through a proxy server... odd. I can hit it without any trouble inside our network, and from the internet, but when it goes through my squid proxy, it wants to choke out. On Wed, May 18, 2011 at 10:21 AM, Chris Hall wrote: > Hello all, > > I'm not sure if was the case before the upgrade to 4.0.0 from 3.8.8, but > I've noticed intermittent slowdown.. particularly on the front page. I have > a suspect as to why this is the case, and I wanted to know if this could be > backed up. The ppl who use rt here requested that "resolved" status be an > active status, so it shows up as a column on the right for the queues, etc.. > we're up to around 7000 tickets, and I'm wondering if the taking of > inventory of all these tickets might be what's causing the slowdown. At > times I can wait upwards for 20+ seconds while apache churns away at 99.9% > CPU usage, waiting on the front page to generate. Could it be the result of > all the tickets that rt is inventorying to display as active that is the > cause of this? >
[rt-users] rt & apache running slow
Hello all, I'm not sure if was the case before the upgrade to 4.0.0 from 3.8.8, but I've noticed intermittent slowdown.. particularly on the front page. I have a suspect as to why this is the case, and I wanted to know if this could be backed up. The ppl who use rt here requested that "resolved" status be an active status, so it shows up as a column on the right for the queues, etc.. we're up to around 7000 tickets, and I'm wondering if the taking of inventory of all these tickets might be what's causing the slowdown. At times I can wait upwards for 20+ seconds while apache churns away at 99.9% CPU usage, waiting on the front page to generate. Could it be the result of all the tickets that rt is inventorying to display as active that is the cause of this?
Re: [rt-users] Date Custom Field in RT 4
Thanks for the quick reply Ruslan. That was exactly what I was looking for. When looking through RT_Config.pm I read the Date configuration part as only dealing with display, but now I see the note "Used only for parsing, not for displaying dates." So, the correct setting for the usual American date format is: Set($DateDayBeforeMonth, 0); This has the desired effect of interpreting "8/9/10" as August 9th. Wayne Thursby System Administrator Healthcare Management Enterprises, Inc. (p.s. sorry for off-list reply) On Tue, May 17, 2011 at 5:10 PM, Ruslan Zakirov wrote: > Hello Wayne, > > Check DateDayBeforeMonth config option in the config. If it doesn't > help then file a bug report. > > On Wed, May 18, 2011 at 12:42 AM, Wayne Thursby > wrote: > > > > The date custom field is a welcomed addition, and opens up a lot of > > possibilities. Everything works great, but I've noticed one assumption it > > makes that is, at least in my case, an incorrect one. > > > > Instead of selecting dates from calendars, my users type in dates > manually. > > I am in America, so this follows the (admittedly silly) format of > "MM/DD/YY" > > > > If the users manually type in a date such as the 25th of August, 2010 as > > "8/25/10", the date is correctly interpreted by the custom field. > > > > However, when a more ambiguous date is entered, such as the 9th of > August, > > 2010, the date is incorrectly parsed as being in the international (and > more > > rational) format of "DD/MM/YY". This turns the user's intended input, > > "8/9/10" into meaning the 8th of September, 2010. > > > > Computers are typically easier to configure than users. Is the default > > format for date CustomFields configurable? If not, should I file a > feature > > request? > > > > Wayne Thursby > > System Administrator > > Healthcare Management Enterprises, Inc. > > > > -- > Best regards, Ruslan. >
Re: [rt-users] Date Custom Field in RT 4
Kenn, I'm not sure how the 3.8 custom patch stores its information, but all RT 4 requires is a string in the "Content" field of ObjectCustomFieldValues of the form "-MM-DD". I wrote a quick script to convert our user input of "MM/DD/YY" to the other format, and simply changed the custom field type to Date, and everything worked as expected. As long as the custom patch used a consistent format and stored its values the same way as other custom fields, conversion should be straightforward. Wayne Thursby System Administrator Healthcare Management Enterprises, Inc. (p.s. sorry for off-list reply) On Tue, May 17, 2011 at 7:19 PM, Kenneth Crocker wrote: > Kevin, > > Well, I guess that means I'll have a lot of DB work to do to preserve the > CF Dates when we upgrade to 4.0. > ;-). > > Kenn > LBNL > > > On Tue, May 17, 2011 at 2:34 PM, Kevin Falcone > wrote: > >> On Tue, May 17, 2011 at 02:02:58PM -0700, Kenneth Crocker wrote: >> >That's odd. I use Emmanuel Lacour's code for 3.8 and I don't have >> this problem. My users can >> >> Kenn, the 3.8 date custom field patch and the 4.0 datetime custom >> field types have very little in common. >> >> In fact, there really isn't an upgrade path between the two due to the >> various bugs in the patch and general improvements in Custom Fields in >> 4.0 >> >> -kevin >> >> >enter "2011/11/25" or "20/22/2011" or pick a date from the Calendar >> pop-up and it is always >> >interpreted correctly into our preferenced format of -mm-dd. DId >> you set a default date >> >format preference in your configurations? Ours drops the time element >> (since we really don't >> >care what time something was done). >> > >> >Kenn >> >LBNL >> > >> >On Tue, May 17, 2011 at 1:42 PM, Wayne Thursby <[1] >> wayne.thur...@hcmeinc.com> wrote: >> > >> > The date custom field is a welcomed addition, and opens up a lot of >> possibilities. >> > Everything works great, but I've noticed one assumption it makes >> that is, at least in my >> > case, an incorrect one. >> > >> > Instead of selecting dates from calendars, my users type in dates >> manually. I am in America, >> > so this follows the (admittedly silly) format of "MM/DD/YY" >> > >> > If the users manually type in a date such as the 25th of August, >> 2010 as "8/25/10", the date >> > is correctly interpreted by the custom field. >> > >> > However, when a more ambiguous date is entered, such as the 9th of >> August, 2010, the date is >> > incorrectly parsed as being in the international (and more >> rational) format of "DD/MM/YY". >> > This turns the user's intended input, "8/9/10" into meaning the 8th >> of September, 2010. >> > >> > Computers are typically easier to configure than users. Is the >> default format for date >> > CustomFields configurable? If not, should I file a feature request? >> > Wayne Thursby >> > System Administrator >> > Healthcare Management Enterprises, Inc. >> > >> > References >> > >> >Visible links >> >1. mailto:wayne.thur...@hcmeinc.com >> > >
Re: [rt-users] Old RT and New RT ?
Ok folks , this is what i have done .
In rt-mailgate under /etc/smrsh/ i have created a sub:
sub get_id
{
my $key1;
my $value1;
while ( my ($key1, $value1) = each(%message) )
{
open (FILE, $value1)
or die "Could not open ";
my @array = ;
my $element = 'subject';
if(my @found = grep(/\b$element\b/i,@array))
{
my $output = join(",", @found);
$output =~s/,*$//;
my $start = index($output,"#");
if($start > -1)
{
my $end = index($output,"]",$start);
if($end > -1)
{
my $myticket = substr($output,$start +1
,$end-$start-1);
return($myticket);
}
return (-1);
}
}
}
}
Then in the code , after *read message from stdin *
my $tickNo = get_id();
if($tickNo == -1){
print STDERR "New Ticket \n";
}
elsif ($tickNo >1){
print STDERR "Send To new System \n";
}
else{
$destUrl = $opts{'otherurl'};
print STDERR "Send To Old System \n";
}
print STDERR "$tickNo \n";
BUT the problem here is the way i managed to get the ticketnumber extracted
from %message.
This %message in rt is used first as
my %message = write_down_message();
does it mean this is a global hash variable ? which to my understanding is
not good practice i.e global variables should not be used.
Is there a way that i can extract ticket number from the
write_message_down() function rather than using a global variable ?
hope that makes sense .
cheers
Steve Anderson-5 wrote:
>
> Bah! I missed an s. As I said, I've not tested it ;)
>
> my $full_url="http://NewRTInstance/REST/1.0/NoAuth/mail-gateway";;
> foreach my $line (split(/\n/,$opts{'headers'}))
> {
> if ($line ~= /^\tsubject:/i)
> {
> if($line ~=/\[tag #\d{1,4}\]/i)
> {
>$full_url=" http://OldRTInstance/REST/1.0/NoAuth/mail-gateway";;
> }
> }
> }
>
>
> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com
> [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of aseim99
> Sent: 11 May 2011 14:26
> To: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Old RT and New RT ?
>
>
> Hello mate, thanks for that code.
> I am getting this following error.
>
> Global symbol "%opt" requires explicit package name at ./rt-mailgate line
> 152.
> syntax error at ./rt-mailgate line 154, near "$line ~"
> Execution of ./rt-mailgate aborted due to compilation errors.
>
>
>
>
> aseim99 wrote:
>>
>> Hello we have an old RT , i think its 3.6 . Now we are planing on
>> deploying new one i.e 3.8.
>> My question is that we will like old tickets to still go to old rt system
>> and any tickets above 10,000 id number will go to new system. So in
>> essence the mail gateway or something else ? will forward tickets having
>> id number less that 10,000 to the old rt and anything above that will go
>> to new rt with new queues on new rt. Then after some time we will disable
>> the old system and only new one will be there , this is to avoid any
>> downtime.
>> RT is a brilliant system and we are looking to use it more , but this
>> needs to be possible or my manager wont go ahead with the new system.
>> Any suggestions and helps much appreciated.
>> Cheers
>>
>
> --
> View this message in context:
> http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31594199.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
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Re: [rt-users] Query Builder - query format
Hello Igor, It's not possible in TicketSQL. In code you can build such query and for example create a portlet. On Wed, May 18, 2011 at 9:44 AM, Igor Mel wrote: > > Hi, > mysql supports queries like "... where fieldA = fieldB;" and I need (for > instance) saved search like "Creator = Owner" > but RT's Query Builder seems to doesn't support this format, is there any > way to get around this? > Thanks > > -- > Yours sincerely, > > Igor Mel -- Best regards, Ruslan.
