Re: [rt-users] Dump all except tickets+attachments?

[Darren Spruell]

A bunch of people wrote:
> [...]

This has been an informative thread, thanks for the responses.

-- 
Darren Spruell
phatbuck...@gmail.com

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26 & 27, 2011
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Melbourne VIC, Australia  November 28 & 29, 2011
*  Barcelona, Spain  November 28 & 29, 2011

Re: [rt-users] help with scrip (search correspond body)

[Ruslan Zakirov]

On Fri, Aug 19, 2011 at 1:15 AM, Kenneth Crocker  wrote:
> Robert,
>
> As I mentioned earlier, YOU can control what goes out on an email via the
> template. Why don't you just modify the "resolve" template to NOT put the
> info on that you do not want?

Kenneth, you forget that "On Resolve" condition triggers on status change action
that has no Content. It's described in FAQ.

Robert here has different problem. Staff members close tickets using
CommandByEmail
and replies without additional text that would be helpful to
requestors. People receive
mails without valuable info, just bunch of meaning less commands.

Robert, at the end you need two things to solve this properly:

1) "On Correspond With Content" condition
2) Templates that strip commands from content

In both task you get content and delete commands from it. If after
deleting content is not empty then condition should succeed.

Code that strips commands you can borrow from the extension.

> Kenn
> LBNL
>
> On Thu, Aug 18, 2011 at 1:16 PM, Robert Vicchiullo 
> wrote:
>>
>> I don’t want to stop the resolved email from going out. I want to stop the
>> commands that CommandByMail uses being sent to the requestor.
>>
>>
>>
>> So for example you can reply to  ticket with Status: resolved and the
>> requestor with get that email with the content being just Status: resolved
>> and then they will ALSO get the official resolved email as well. I don’t
>> want them to get the command email.
>>
>>
>>
>>
>>
>> From: rt-users-boun...@lists.bestpractical.com
>> [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth
>> Crocker
>> Sent: Wednesday, August 17, 2011 9:01 AM
>> To: rt-users@lists.bestpractical.com
>>
>> Subject: Re: [rt-users] help with scrip (search correspond body)
>>
>>
>>
>> Robert,
>>
>> Have you tried creating two different resolve notification scrips? 1 for
>> the requestor (that uses a template with no content) and 1 for others that
>> uses a template with all the content? I'm not sure if that is what you
>> wanted, but it's a thought.
>>
>> Kenn
>> LBNL
>>
>> On Wed, Aug 17, 2011 at 1:34 AM, Robert Vicchiullo 
>> wrote:
>>
>> i am using the CommandByEmail.
>> the problem is when the helpdesk replies to emails it sends out the
>> commands to the requester.
>> i am trying to write some custom things to block those corresponds from
>> going to the requester. so if they someone closes a ticket via email the
>> requester will get the email with the Status: resolved in it as well as the
>> default templated email saying it was closed.
>>
>> and i know we could send the requests to the comment email, but we are
>> coming from another ticketing system where there was only 1 email and i
>> would rather not have to have everyone always remember to do that. writing
>> this seemed like it would be pretty easy. just need to work out the kinks.
>>
>>
>> 
>> From: ruslan.zaki...@gmail.com [ruslan.zaki...@gmail.com] on behalf of
>> Ruslan Zakirov [r...@bestpractical.com]
>> Sent: Tuesday, August 16, 2011 3:49 PM
>> To: Robert Vicchiullo
>> Cc: RT-Users@lists.bestpractical.com
>> Subject: Re: [rt-users] help with scrip (search correspond body)
>>
>> Hi,
>>
>> What exactly are you trying to do? Why do you need custom condition
>> when RT has "On Correspond" out of the box?
>>
>> On Wed, Aug 17, 2011 at 2:44 AM, Robert Vicchiullo 
>> wrote:
>> > Ok that’s worked and I have the following
>> > my $Content = $self->TransactionObj->Content;
>> > if( $Content =~ m/Status: resolved/){
>> >  return 0;
>> > }
>> > return 1;
>> >
>> > problem is when the Content does match and it does return 0;
>> > it sends out an email and says " This transaction appears to have no
>> > content"
>> >
>> > -Original Message-
>> > From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On
>> > Behalf Of Ruslan Zakirov
>> > Sent: Sunday, August 14, 2011 1:59 PM
>> > To: Robert Vicchiullo
>> > Cc: RT-Users@lists.bestpractical.com
>> > Subject: Re: [rt-users] help with scrip (search correspond body)
>> >
>> > On Sat, Aug 13, 2011 at 12:57 AM, Robert Vicchiullo 
>> > wrote:
>> >> Need a little help and would appreciate any advice.
>> >>
>> >> I am trying to write a scrip for
>> >>
>> >> “On Correspond Notify Requestors and Ccs”
>> >>
>> >> I have Condition set to User defined and stage set to transactionbatch.
>> >>
>> >>
>> >>
>> >> In Custom condition I have:
>> >>
>> >>
>> >>
>> >> my $Content =  $self->TransactionObj->Attachments->First->Content;
>> >
>> > Try the following:
>> >
>> > $self->TransactionObj->Content;
>> >
>> > It will find text part in the message and return it content.
>> >
>> > [snip]
>> >
>> > --
>> > Best regards, Ruslan.
>> > 
>> > RT Training Sessions (http://bestpractical.com/services/training.html)
>> > *  Chicago, IL, USA  September 26 & 27, 2011
>> > *  San Francisco, CA, USA  October 18 & 19, 2011
>> > *  Washington DC, USA  October 31 & November 1, 2011
>> > *  Melbourne VIC, Aus

Re: [rt-users] help with scrip (search correspond body)

[Robert Vicchiullo]

Because the commands aren't in the resolve message. They are just in 
corresponds.
And they are always by themselves.
So it would just be an email with a command. I do not want those emails to go 
to the requestor.
So if I edit the template to remove commands it will still send an email but 
now it will be blank.


From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: Thursday, August 18, 2011 2:16 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] help with scrip (search correspond body)

Robert,

As I mentioned earlier, YOU can control what goes out on an email via the 
template. Why don't you just modify the "resolve" template to NOT put the info 
on that you do not want?

Kenn
LBNL
On Thu, Aug 18, 2011 at 1:16 PM, Robert Vicchiullo 
mailto:r...@hautelook.com>> wrote:
I don't want to stop the resolved email from going out. I want to stop the 
commands that CommandByMail uses being sent to the requestor.

So for example you can reply to  ticket with Status: resolved and the requestor 
with get that email with the content being just Status: resolved and then they 
will ALSO get the official resolved email as well. I don't want them to get the 
command email.


From: 
rt-users-boun...@lists.bestpractical.com
 
[mailto:rt-users-boun...@lists.bestpractical.com]
 On Behalf Of Kenneth Crocker
Sent: Wednesday, August 17, 2011 9:01 AM
To: rt-users@lists.bestpractical.com

Subject: Re: [rt-users] help with scrip (search correspond body)

Robert,

Have you tried creating two different resolve notification scrips? 1 for the 
requestor (that uses a template with no content) and 1 for others that uses a 
template with all the content? I'm not sure if that is what you wanted, but 
it's a thought.

Kenn
LBNL
On Wed, Aug 17, 2011 at 1:34 AM, Robert Vicchiullo 
mailto:r...@hautelook.com>> wrote:
i am using the CommandByEmail.
the problem is when the helpdesk replies to emails it sends out the commands to 
the requester.
i am trying to write some custom things to block those corresponds from going 
to the requester. so if they someone closes a ticket via email the requester 
will get the email with the Status: resolved in it as well as the default 
templated email saying it was closed.

and i know we could send the requests to the comment email, but we are coming 
from another ticketing system where there was only 1 email and i would rather 
not have to have everyone always remember to do that. writing this seemed like 
it would be pretty easy. just need to work out the kinks.



From: ruslan.zaki...@gmail.com 
[ruslan.zaki...@gmail.com] on behalf of Ruslan 
Zakirov [r...@bestpractical.com]
Sent: Tuesday, August 16, 2011 3:49 PM
To: Robert Vicchiullo
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] help with scrip (search correspond body)

Hi,

What exactly are you trying to do? Why do you need custom condition
when RT has "On Correspond" out of the box?

On Wed, Aug 17, 2011 at 2:44 AM, Robert Vicchiullo 
mailto:r...@hautelook.com>> wrote:
> Ok that's worked and I have the following
> my $Content = $self->TransactionObj->Content;
> if( $Content =~ m/Status: resolved/){
>  return 0;
> }
> return 1;
>
> problem is when the Content does match and it does return 0;
> it sends out an email and says " This transaction appears to have no content"
>
> -Original Message-
> From: ruslan.zaki...@gmail.com 
> [mailto:ruslan.zaki...@gmail.com] On Behalf 
> Of Ruslan Zakirov
> Sent: Sunday, August 14, 2011 1:59 PM
> To: Robert Vicchiullo
> Cc: RT-Users@lists.bestpractical.com
> Subject: Re: [rt-users] help with scrip (search correspond body)
>
> On Sat, Aug 13, 2011 at 12:57 AM, Robert Vicchiullo 
> mailto:r...@hautelook.com>> wrote:
>> Need a little help and would appreciate any advice.
>>
>> I am trying to write a scrip for
>>
>> "On Correspond Notify Requestors and Ccs"
>>
>> I have Condition set to User defined and stage set to transactionbatch.
>>
>>
>>
>> In Custom condition I have:
>>
>>
>>
>> my $Content =  $self->TransactionObj->Attachments->First->Content;
>
> Try the following:
>
> $self->TransactionObj->Content;
>
> It will find text part in the message and return it content.
>
> [snip]
>
> --
> Best regards, Ruslan.
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Chicago, IL, USA  September 26 & 27, 2011
> *  San Francisco, CA, USA  October 18 & 19, 2011
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Melbourne VIC, Australia  November 28 & 29,

Re: [rt-users] help with scrip (search correspond body)

[Kenneth Crocker]

Robert,

As I mentioned earlier, YOU can control what goes out on an email via the
template. Why don't you just modify the "resolve" template to NOT put the
info on that you do not want?

Kenn
LBNL

On Thu, Aug 18, 2011 at 1:16 PM, Robert Vicchiullo wrote:

>  I don’t want to stop the resolved email from going out. I want to stop
> the commands that CommandByMail uses being sent to the requestor.
>
> ** **
>
> So for example you can reply to  ticket with Status: resolved and the
> requestor with get that email with the content being just Status: resolved
> and then they will ALSO get the official resolved email as well. I don’t
> want them to get the command email.
>
> ** **
>
> ** **
>
> *From:* rt-users-boun...@lists.bestpractical.com [mailto:
> rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
> *Sent:* Wednesday, August 17, 2011 9:01 AM
> *To:* rt-users@lists.bestpractical.com
>
> *Subject:* Re: [rt-users] help with scrip (search correspond body)
>
> ** **
>
> Robert,
>
> Have you tried creating two different resolve notification scrips? 1 for
> the requestor (that uses a template with no content) and 1 for others that
> uses a template with all the content? I'm not sure if that is what you
> wanted, but it's a thought.
>
> Kenn
> LBNL
>
> On Wed, Aug 17, 2011 at 1:34 AM, Robert Vicchiullo 
> wrote:
>
> i am using the CommandByEmail.
> the problem is when the helpdesk replies to emails it sends out the
> commands to the requester.
> i am trying to write some custom things to block those corresponds from
> going to the requester. so if they someone closes a ticket via email the
> requester will get the email with the Status: resolved in it as well as the
> default templated email saying it was closed.
>
> and i know we could send the requests to the comment email, but we are
> coming from another ticketing system where there was only 1 email and i
> would rather not have to have everyone always remember to do that. writing
> this seemed like it would be pretty easy. just need to work out the kinks.
>
>
> 
> From: ruslan.zaki...@gmail.com [ruslan.zaki...@gmail.com] on behalf of
> Ruslan Zakirov [r...@bestpractical.com]
> Sent: Tuesday, August 16, 2011 3:49 PM
> To: Robert Vicchiullo
> Cc: RT-Users@lists.bestpractical.com
> Subject: Re: [rt-users] help with scrip (search correspond body)
>
> Hi,
>
> What exactly are you trying to do? Why do you need custom condition
> when RT has "On Correspond" out of the box?
>
> On Wed, Aug 17, 2011 at 2:44 AM, Robert Vicchiullo 
> wrote:
> > Ok that’s worked and I have the following
> > my $Content = $self->TransactionObj->Content;
> > if( $Content =~ m/Status: resolved/){
> >  return 0;
> > }
> > return 1;
> >
> > problem is when the Content does match and it does return 0;
> > it sends out an email and says " This transaction appears to have no
> content"
> >
> > -Original Message-
> > From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On
> Behalf Of Ruslan Zakirov
> > Sent: Sunday, August 14, 2011 1:59 PM
> > To: Robert Vicchiullo
> > Cc: RT-Users@lists.bestpractical.com
> > Subject: Re: [rt-users] help with scrip (search correspond body)
> >
> > On Sat, Aug 13, 2011 at 12:57 AM, Robert Vicchiullo 
> wrote:
> >> Need a little help and would appreciate any advice.
> >>
> >> I am trying to write a scrip for
> >>
> >> “On Correspond Notify Requestors and Ccs”
> >>
> >> I have Condition set to User defined and stage set to transactionbatch.
> >>
> >>
> >>
> >> In Custom condition I have:
> >>
> >>
> >>
> >> my $Content =  $self->TransactionObj->Attachments->First->Content;
> >
> > Try the following:
> >
> > $self->TransactionObj->Content;
> >
> > It will find text part in the message and return it content.
> >
> > [snip]
> >
> > --
> > Best regards, Ruslan.
> > 
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > *  Chicago, IL, USA  September 26 & 27, 2011
> > *  San Francisco, CA, USA  October 18 & 19, 2011
> > *  Washington DC, USA  October 31 & November 1, 2011
> > *  Melbourne VIC, Australia  November 28 & 29, 2011
> > *  Barcelona, Spain  November 28 & 29, 2011
>
>
>
> --
> Best regards, Ruslan.
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Chicago, IL, USA  September 26 & 27, 2011
> *  San Francisco, CA, USA  October 18 & 19, 2011
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Melbourne VIC, Australia  November 28 & 29, 2011
> *  Barcelona, Spain  November 28 & 29, 2011
>
> ** **
>

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26 & 27, 2011
*  San Francisco, CA, USA — October 18 & 19, 2011
*  Washington DC, USA — October 31 & November 1, 2011
*  Melbourne VIC, Australia — November 28 & 29, 2011
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] help with scrip (search correspond body)

[Robert Vicchiullo]

I don't want to stop the resolved email from going out. I want to stop the 
commands that CommandByMail uses being sent to the requestor.

So for example you can reply to  ticket with Status: resolved and the requestor 
with get that email with the content being just Status: resolved and then they 
will ALSO get the official resolved email as well. I don't want them to get the 
command email.


From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: Wednesday, August 17, 2011 9:01 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] help with scrip (search correspond body)

Robert,

Have you tried creating two different resolve notification scrips? 1 for the 
requestor (that uses a template with no content) and 1 for others that uses a 
template with all the content? I'm not sure if that is what you wanted, but 
it's a thought.

Kenn
LBNL
On Wed, Aug 17, 2011 at 1:34 AM, Robert Vicchiullo 
mailto:r...@hautelook.com>> wrote:
i am using the CommandByEmail.
the problem is when the helpdesk replies to emails it sends out the commands to 
the requester.
i am trying to write some custom things to block those corresponds from going 
to the requester. so if they someone closes a ticket via email the requester 
will get the email with the Status: resolved in it as well as the default 
templated email saying it was closed.

and i know we could send the requests to the comment email, but we are coming 
from another ticketing system where there was only 1 email and i would rather 
not have to have everyone always remember to do that. writing this seemed like 
it would be pretty easy. just need to work out the kinks.



From: ruslan.zaki...@gmail.com 
[ruslan.zaki...@gmail.com] on behalf of Ruslan 
Zakirov [r...@bestpractical.com]
Sent: Tuesday, August 16, 2011 3:49 PM
To: Robert Vicchiullo
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] help with scrip (search correspond body)

Hi,

What exactly are you trying to do? Why do you need custom condition
when RT has "On Correspond" out of the box?

On Wed, Aug 17, 2011 at 2:44 AM, Robert Vicchiullo 
mailto:r...@hautelook.com>> wrote:
> Ok that's worked and I have the following
> my $Content = $self->TransactionObj->Content;
> if( $Content =~ m/Status: resolved/){
>  return 0;
> }
> return 1;
>
> problem is when the Content does match and it does return 0;
> it sends out an email and says " This transaction appears to have no content"
>
> -Original Message-
> From: ruslan.zaki...@gmail.com 
> [mailto:ruslan.zaki...@gmail.com] On Behalf 
> Of Ruslan Zakirov
> Sent: Sunday, August 14, 2011 1:59 PM
> To: Robert Vicchiullo
> Cc: RT-Users@lists.bestpractical.com
> Subject: Re: [rt-users] help with scrip (search correspond body)
>
> On Sat, Aug 13, 2011 at 12:57 AM, Robert Vicchiullo 
> mailto:r...@hautelook.com>> wrote:
>> Need a little help and would appreciate any advice.
>>
>> I am trying to write a scrip for
>>
>> "On Correspond Notify Requestors and Ccs"
>>
>> I have Condition set to User defined and stage set to transactionbatch.
>>
>>
>>
>> In Custom condition I have:
>>
>>
>>
>> my $Content =  $self->TransactionObj->Attachments->First->Content;
>
> Try the following:
>
> $self->TransactionObj->Content;
>
> It will find text part in the message and return it content.
>
> [snip]
>
> --
> Best regards, Ruslan.
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Chicago, IL, USA  September 26 & 27, 2011
> *  San Francisco, CA, USA  October 18 & 19, 2011
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Melbourne VIC, Australia  November 28 & 29, 2011
> *  Barcelona, Spain  November 28 & 29, 2011



--
Best regards, Ruslan.

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26 & 27, 2011
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Melbourne VIC, Australia  November 28 & 29, 2011
*  Barcelona, Spain  November 28 & 29, 2011


RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26 & 27, 2011
*  San Francisco, CA, USA — October 18 & 19, 2011
*  Washington DC, USA — October 31 & November 1, 2011
*  Melbourne VIC, Australia — November 28 & 29, 2011
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] Encoding error

[Thierry Thelliez]

Just to follow up, we migrated from 3.8.7 to 3.8.10 and that fixed our issue.

The Encode library stayed at the same version number (2.43).  I am
guessing that the problem was in some RT code.

Anyway, we are not seeing the error anymore.


Cheers,
Thierry

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26 & 27, 2011
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Melbourne VIC, Australia  November 28 & 29, 2011
*  Barcelona, Spain  November 28 & 29, 2011

[rt-users] One "fill in text" custom field acting different

[Jeff Blaine]

RT 3.8.7 in production
RT 3.8.10 in development

This has been a long-standing oddity.  For a brand new
ticket, note the difference between the fill-in text
"AffectedEmployeeDetails" field below and the other
fill-in-text fields:

==
[-- Basics --]

blah blah
blah blah

[-- Custom Fields --]

AffectedEmployeeNumbers:(no value)
AffectedEmployeeDetails:
Scope:(no value)
Details:(no value)
==

Can anyone explain that?  We do absolutely nothing with
any of those fields at ticket-creation time.  It's a
problem (minor) because the first time someone modifies
any field and saves, a bogus/confusing line appears as
a notice:

  * is no longer a value for AffectedEmployeeDetails

Then, and only then, does AffectedEmployeeDetails show
as having (no value) like the others.

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26 & 27, 2011
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Melbourne VIC, Australia  November 28 & 29, 2011
*  Barcelona, Spain  November 28 & 29, 2011

Re: [rt-users] RT logs in wrong timezone [SOLVED]

[Wagner Pereira]

Hi, Ruslan.

I finally got it! It's quite simple...thank you very much.

The text below is in brazilian Portuguese. If someone wants to 
understand, it is just to use Google Translate or ask me how-to.



Para apontar um syslog-ng local para um syslog-ng remoto:

1. No server do syslog-ng remoto o firewall precisa liberar entrada de 
udp na porta 514
2. No syslog-ng local, arquivo syslog-ng.conf, acrescentar duas linhas 
(seções # Send the messages to an other host e # Log paths):

destination rt {udp("10.10.10.2" port(514));};
log { source(s_src); destination(rt); };

Onde:
a. rt é uma identificação do serviço que está sendo logado ou do próprio 
servidor

b. 10.10.10.2 é o IP do servidor remoto

3. Reiniciar os daemons syslog-ng de ambos os servidores

4. Configuração no RT_SiteConfig.pm (diretório do Request Tracker):
** Com isso o RT loga no Syslog-ng local.
** Comentadas as linhas que logam em arquivo

# LOGGING:

Set($LogToSyslog, 'debug');
Set(@LogToSyslogConf,
ident => 'RT',
facility => 'local0',
socket => [{type => 'udp', host => 'localhost', port => 514 }],
);

Set($LogToSTDERR, 'warning'); # antigo LogToScreen

#Set($LogToFile, 'debug');
#Set($LogDir, '/var/log/apache2/');
#Set($LogToFileNamed , "rt.log");

--
### At PoP-SP/RNP, every day is an IPv6 day ###

Wagner Pereira
PoP-SP/RNP - Ponto de Presença da RNP em São Paulo
CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo
http://www.pop-sp.rnp.br
Fixo. +55 11 3091-8901
Móvel. +55 11 9923-9554
fone@RNP: 10158902


Em 17/08/2011 16:11, Ruslan Zakirov escreveu:

On Wed, Aug 17, 2011 at 10:43 PM, Wagner Pereira  wrote:

Ok, Ruslan.

Now I edited my RT_SiteConfig.pm to that:


# LOGGING:

Set($LogToSyslog, 'debug');
Set(@LogToSyslogConf,
ident =>  'RTTEST',
facility =>  'local0',
socket =>  [{type =>  'udp', host =>  'localhost', port =>  514 }],
);

You said that you want to log directly to remote syslog host from RT.
You didn't mention that you have local syslog daemon that redirects
messages to remote host.

You have two options:

1) Drop LogToSyslogConf in RT_SiteConfig.pm that will give RT and
modules it uses to find most appropriate way to connect to local
syslog daemon. Configure local syslog daemon to forward messages
and/or store them locally or do whatever you like with them, but using
local syslog's configs.

2) Set LogToSyslogConf in RT properly to send messages to remote
syslog daemon directly. Reminder: this requires quite new version of
Sys::Syslog module from the CPAN.

I would recommend you to go with option 1). First of all test that
local syslog daemon actually connects to remote server and redirects
messages.


Set($LogToSTDERR, 'warning'); # former LogToScreen


And in the Syslog-ng.conf I did:


# Send the messages to an other host
#
destination remote { udp("10.1.1.10" port(514)); };


Until now, my main Syslog server is logging nothing. How to debug that?

Regards,





RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26 & 27, 2011
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Melbourne VIC, Australia  November 28 & 29, 2011
*  Barcelona, Spain  November 28 & 29, 2011

Re: [rt-users] Dump all except tickets+attachments?

[Chr. von Stuckrad]

On Thu, 18 Aug 2011, Jeff Blaine wrote:

> and duplicate it onto a development box but not have the huge
> database full of tickets and ticket-related data.

Exactly what we wanted to do then.

> Bourne shell syntax is shown below:
...
> SHREDDED=`rt-shredder --plugin "Tickets=query,id > 0;limit,100"
... -^^^

And THIS  seems to be the exact difference to what I tried then,
you made it into a loop of 100 Tickets each until empty ...
Needing the duplicate 'tomorrow morning' I never tried it that way,
but thanks for showing, that it 'should have worked' :-))

Would you consider restricting the 'query' to one specific queue
and cleaning that queue completely, to be safe enough for applying
it to a production-RT? (We did split an RT into two completely
independent Hosts. Everything is already logically independent,
both are working with copies of the complete former state, changeing
only 'their half' of the data. Only the leftover halves could be
shredded (same problem again, but 'more dangerous' on a working
instance which must not be damaged).

Stucki

-- 
Christoph von Stuckrad  * * |nickname |Mail  \
Freie Universitaet Berlin   |/_*|'stucki' |Tel(Mo.,Mi.):+49 30 838-75 459|
Mathematik & Informatik EDV |\ *|if online|  (Di,Do,Fr):+49 30 77 39 6600|
Takustr. 9 / 14195 Berlin   * * |on IRCnet|Fax(home):   +49 30 77 39 6601/

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26 & 27, 2011
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Melbourne VIC, Australia  November 28 & 29, 2011
*  Barcelona, Spain  November 28 & 29, 2011

[rt-users] Query builder - Unable to search for NULL date fields

[David Moreau Simard]

Hi,

I'm trying to run a search that would return tickets that have not been 
replied to yet (for which the Told field is NULL).


I've looked in the database, and the value of the field is NULL when a 
ticket has not been replied to (not as a string, it actually is NULL) 
and while I am able to pull tickets using a MySQL query, I am unable to 
search for them using the query builder in RT 3.8.8.


Strangely enough, the following query is considered valid:
Queue = '' and Told IS NULL

It returns tickets wether or not they have been replied to.

I guess what I am trying to achieve is the same thing as this:
http://www.gossamer-threads.com/lists/rt/users/55076

The wiki was not helpful in regards to what I am trying to do:
http://requesttracker.wikia.com/wiki/TicketSQL

Any ideas ?

Thanks,

- David

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26 & 27, 2011
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Melbourne VIC, Australia  November 28 & 29, 2011
*  Barcelona, Spain  November 28 & 29, 2011

Re: [rt-users] RT logs in wrong timezone

[Wagner Pereira]

Ruslan,

Ok, I will figure out how to connect the local Syslog with the remote 
Syslog.


Thanks again.

--
### At PoP-SP/RNP, every day is an IPv6 day ###

Wagner Pereira
PoP-SP/RNP - Ponto de Presença da RNP em São Paulo
CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo
http://www.pop-sp.rnp.br
Fixo. +55 11 3091-8901
Móvel. +55 11 9923-9554
fone@RNP: 10158902


Em 17/08/2011 16:11, Ruslan Zakirov escreveu:

First of all test that
local syslog daemon actually connects to remote server and redirects
messages.


RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26 & 27, 2011
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Melbourne VIC, Australia  November 28 & 29, 2011
*  Barcelona, Spain  November 28 & 29, 2011

Re: [rt-users] Dump all except tickets+attachments?

[Jeff Blaine]

I added this before I followed up to this thread with
"Don't try this (dump partial DB and transfer):

http://requesttracker.wikia.com/wiki/Shredder
==
Shred ALL TICKETS

WARNING WARNING WARNING: If for some reason you want to reset your 
entire RT instance's TICKETS AND TICKET DATA ONLY (and keep Scrips, 
Custom Fields, etc), you could do something like the following. This was 
useful for me when I wanted to take our production RT instance and 
duplicate it onto a development box but not have the huge database full 
of tickets and ticket-related data.


Bourne shell syntax is shown below:

cd /tmp
while :
do
date
SHREDDED=`rt-shredder --plugin "Tickets=query,id > 0;limit,100" --force 
--sqldump foo.sql 2>&1 | grep RT::Ticket | wc -l`

echo "Shredded roughly $SHREDDED tickets."
sleep 3 # let the system get a breath
rm -f foo.sql # we don't care about restoring what we shredded in this case
if [ $SHREDDED -eq 0 ]; then
break
fi
done
==

On 8/18/2011 8:02 AM, Chr. von Stuckrad wrote:

On Wed, 17 Aug 2011, Darren Spruell wrote:


into an error to the effect of too many tickets specified by the
shredder resulting in too long of a GET request URI length for the
server. I concluded that shredding that many tickets from the UI
wasn't going to work and there must be a better way. Is this right, or


I lately had exactly the same problem, and the conclusion was:
Either to learn how to shred 'inside the Database' (without
the mason-code) or to restrict each shred-call to a few hundred
selected tickets. The shredder seems to create a long URI and
so the standard limits of URIs (from concatenating the call and
lots of ticket-numbers) seem unavoidable.

We simply ignored the old tickets, hoping for a solution
to pop up somewhere, before the next cycle. Alas we see
4.* now and have 3.* running, and still no idea ...

Would it be possible to 'translate' the shredders algorithm
from mason-code directly to 'some SQL dialect' or at least
to translate 'shredding one ticket completely in SQL'?
(Or is that impossible, because the contents and links of
a ticket can not be analyzed that way, and really need
'perlcode', to follow and decide what to shred?)

Stucki



RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26 & 27, 2011
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Melbourne VIC, Australia  November 28 & 29, 2011
*  Barcelona, Spain  November 28 & 29, 2011

Re: [rt-users] Request Tracker 4.0.1 and Asset Tracker Extension

[Ryan Frantz]

Todd, 


I'd also be willing to review the updates. The only reason we haven't moved to 
RT4 is our need for AT. My team would love to help out on this. 


Ryan 

- Original Message -
From: "Todd Chapman"  
To: "Jim Lesinski"  
Cc: rt-users@lists.bestpractical.com 
Sent: Wednesday, August 17, 2011 5:38:14 PM 
Subject: Re: [rt-users] Request Tracker 4.0.1 and Asset Tracker Extension 

Jim, 

I haven't had a chance to commit the updates. If you want I can send 
you a tar file with the updated files and in return you can help 
pinpoint any problems. 

Agree? 

-Todd 

On Wed, Aug 17, 2011 at 5:36 PM, Jim Lesinski  wrote: 
> Does anyone know if Asset Tracker will work with Request Tracker 4? I tried 
> the install and it seemed to run correctly, but it doesn't look like 
> anything has been added to RequestTracker. I verified that the installation 
> added to the plugins directory and added the db tables. I do have 
> RTx::AssetTracker added to my config file and I have restarted the web 
> server. 
> Appreciate the help - Jim 
>  
> RT Training Sessions (http://bestpractical.com/services/training.html) 
> * Chicago, IL, USA — September 26 & 27, 2011 
> * San Francisco, CA, USA — October 18 & 19, 2011 
> * Washington DC, USA — October 31 & November 1, 2011 
> * Melbourne VIC, Australia — November 28 & 29, 2011 
> * Barcelona, Spain — November 28 & 29, 2011 
> 
 
RT Training Sessions (http://bestpractical.com/services/training.html) 
* Chicago, IL, USA September 26 & 27, 2011 
* San Francisco, CA, USA October 18 & 19, 2011 
* Washington DC, USA October 31 & November 1, 2011 
* Melbourne VIC, Australia November 28 & 29, 2011 
* Barcelona, Spain November 28 & 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26 & 27, 2011
*  San Francisco, CA, USA — October 18 & 19, 2011
*  Washington DC, USA — October 31 & November 1, 2011
*  Melbourne VIC, Australia — November 28 & 29, 2011
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] Dump all except tickets+attachments?

[Ruslan Zakirov]

Hello,

WARNING:

Only for quick shredding testing environment from all tickets on 3.8+.
Use this tools in production very carefully and always test such
destructive actions in a test environment.

Solution with validator:

DELETE FROM Tickets;
./sbin/rt-validator -c --resolve

Solution with rt-delete-tickets-mysql:

UPDATE Tickets SET Status = 'deleted';
./sbin/rt-delete-tickets-mysql
./sbin/rt-validator -c

That's it.

On Thu, Aug 18, 2011 at 4:02 PM, Chr. von Stuckrad
 wrote:
> On Wed, 17 Aug 2011, Darren Spruell wrote:
>
>> into an error to the effect of too many tickets specified by the
>> shredder resulting in too long of a GET request URI length for the
>> server. I concluded that shredding that many tickets from the UI
>> wasn't going to work and there must be a better way. Is this right, or
>
> I lately had exactly the same problem, and the conclusion was:
> Either to learn how to shred 'inside the Database' (without
> the mason-code) or to restrict each shred-call to a few hundred
> selected tickets. The shredder seems to create a long URI and
> so the standard limits of URIs (from concatenating the call and
> lots of ticket-numbers) seem unavoidable.
>
> We simply ignored the old tickets, hoping for a solution
> to pop up somewhere, before the next cycle. Alas we see
> 4.* now and have 3.* running, and still no idea ...
>
> Would it be possible to 'translate' the shredders algorithm
> from mason-code directly to 'some SQL dialect' or at least
> to translate 'shredding one ticket completely in SQL'?
> (Or is that impossible, because the contents and links of
> a ticket can not be analyzed that way, and really need
> 'perlcode', to follow and decide what to shred?)
>
> Stucki
>
> --
> Christoph von Stuckrad      * * |nickname |Mail  \
> Freie Universitaet Berlin   |/_*|'stucki' |Tel(Mo.,Mi.):+49 30 838-75 459|
> Mathematik & Informatik EDV |\ *|if online|  (Di,Do,Fr):+49 30 77 39 6600|
> Takustr. 9 / 14195 Berlin   * * |on IRCnet|Fax(home):   +49 30 77 39 6601/
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Chicago, IL, USA  September 26 & 27, 2011
> *  San Francisco, CA, USA  October 18 & 19, 2011
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Melbourne VIC, Australia  November 28 & 29, 2011
> *  Barcelona, Spain  November 28 & 29, 2011
>



-- 
Best regards, Ruslan.

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26 & 27, 2011
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Melbourne VIC, Australia  November 28 & 29, 2011
*  Barcelona, Spain  November 28 & 29, 2011

[rt-users] AUTO: Rezty Felty is out of the office (returning 08/22/2011)

[Rezty Felty]

I am out of the office until 08/22/2011.

Avaialable at 816.559.1196 for emergencies.


Note: This is an automated response to your message  "Re: [rt-users] Dump
all except tickets+attachments?" sent on 8/18/2011 7:33:11 AM.

This is the only notification you will receive while this person is away.
This message, including any attachments, is for the designated recipient
only and/or Hallmark Cards, Inc. employees.  It may contain privileged,
proprietary, or otherwise private information.  If you have received it in
error, please notify the sender immediately and delete the original.  Any
other use of the e-mail, disclosure of the information, or distribution by
you is prohibited.


RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26 & 27, 2011
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Melbourne VIC, Australia  November 28 & 29, 2011
*  Barcelona, Spain  November 28 & 29, 2011

Re: [rt-users] Dump all except tickets+attachments?

[Kevin Falcone]

On Thu, Aug 18, 2011 at 02:02:36PM +0200, Chr. von Stuckrad wrote:
> On Wed, 17 Aug 2011, Darren Spruell wrote:
> 
> > into an error to the effect of too many tickets specified by the
> > shredder resulting in too long of a GET request URI length for the
> > server. I concluded that shredding that many tickets from the UI
> > wasn't going to work and there must be a better way. Is this right, or
> 
> I lately had exactly the same problem, and the conclusion was:
> Either to learn how to shred 'inside the Database' (without
> the mason-code) or to restrict each shred-call to a few hundred
> selected tickets. The shredder seems to create a long URI and
> so the standard limits of URIs (from concatenating the call and
> lots of ticket-numbers) seem unavoidable.
> 
> We simply ignored the old tickets, hoping for a solution
> to pop up somewhere, before the next cycle. Alas we see
> 4.* now and have 3.* running, and still no idea ...
> 
> Would it be possible to 'translate' the shredders algorithm
> from mason-code directly to 'some SQL dialect' or at least
> to translate 'shredding one ticket completely in SQL'?
> (Or is that impossible, because the contents and links of
> a ticket can not be analyzed that way, and really need
> 'perlcode', to follow and decide what to shred?)

Try using /opt/rt4/sbin/rt-shredder rather than the web ui.
There are also some config options you may need to tune to cause it to
be able to delete thousands of tickets at a time.

-kevin


pgp4AgX1HeqW9.pgp
Description: PGP signature

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26 & 27, 2011
*  San Francisco, CA, USA — October 18 & 19, 2011
*  Washington DC, USA — October 31 & November 1, 2011
*  Melbourne VIC, Australia — November 28 & 29, 2011
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] Dump all except tickets+attachments?

[Chr. von Stuckrad]

On Wed, 17 Aug 2011, Darren Spruell wrote:

> into an error to the effect of too many tickets specified by the
> shredder resulting in too long of a GET request URI length for the
> server. I concluded that shredding that many tickets from the UI
> wasn't going to work and there must be a better way. Is this right, or

I lately had exactly the same problem, and the conclusion was:
Either to learn how to shred 'inside the Database' (without
the mason-code) or to restrict each shred-call to a few hundred
selected tickets. The shredder seems to create a long URI and
so the standard limits of URIs (from concatenating the call and
lots of ticket-numbers) seem unavoidable.

We simply ignored the old tickets, hoping for a solution
to pop up somewhere, before the next cycle. Alas we see
4.* now and have 3.* running, and still no idea ...

Would it be possible to 'translate' the shredders algorithm
from mason-code directly to 'some SQL dialect' or at least
to translate 'shredding one ticket completely in SQL'?
(Or is that impossible, because the contents and links of
a ticket can not be analyzed that way, and really need
'perlcode', to follow and decide what to shred?)

Stucki

-- 
Christoph von Stuckrad  * * |nickname |Mail  \
Freie Universitaet Berlin   |/_*|'stucki' |Tel(Mo.,Mi.):+49 30 838-75 459|
Mathematik & Informatik EDV |\ *|if online|  (Di,Do,Fr):+49 30 77 39 6600|
Takustr. 9 / 14195 Berlin   * * |on IRCnet|Fax(home):   +49 30 77 39 6601/

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26 & 27, 2011
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Melbourne VIC, Australia  November 28 & 29, 2011
*  Barcelona, Spain  November 28 & 29, 2011