Re: [rt-users] CC Options for UnPrivileged Users

[Kenneth Crocker]

Joe,

I believe that RT has an option in the configuration to automatically add
email CC's as ticket CC's.

You can have that option applied RT-Wide or on a Queue by Queue basis.

>From there it is just a matter of notification scrips.

Hope this helps.

Kenn

On Tue, May 29, 2012 at 3:53 PM, Joe Kirby  wrote:

> How would I adjust RT setup to allow for the requestor to include a CC for
> ongoing correspondence
>
> Any ideas welcomed
>
> Thanks
>
> Joe
>
> Joe Kirby ,  Assistant Vice President, Business Systems
> Division of Information Technology (DoIT)
> Support Response -   http://www.umbc.edu/doit
> Administration 627
> Office - 410-455-3020
> Email - ki...@umbc.edu
>
>

[rt-users] CC Options for UnPrivileged Users

[Joe Kirby]

How would I adjust RT setup to allow for the requestor to include a CC for 
ongoing correspondence

Any ideas welcomed 

Thanks

Joe

Joe Kirby ,  Assistant Vice President, Business Systems
Division of Information Technology (DoIT) 
Support Response -   http://www.umbc.edu/doit 
Administration 627
Office - 410-455-3020 
Email - ki...@umbc.edu

Re: [rt-users] RT 4 Upgrade Slow Performance

[Ruslan Zakirov]

On Wed, May 30, 2012 at 2:01 AM, Darren Nickerson  wrote:
>
> On May 29, 2012, at 5:56 PM, Ruslan Zakirov wrote:
>
>
> How many users do you have in the owner dropdown in search builder?
>
>
> Only 10. And the next time I load this page (and with each attempt
> immediately after) the number is much healthier:
>
> =Mason= localhost -
> /Elements/SelectOwnerDropdown {{{

[snip]

> But if I wait a few minutes and try again, it will be slow again.
>
>
> Can you write a script that sums numbers after ShowUserVerbose to make
> sure problem in number of users and not something in
> SelectOwnerDropdown?
>
>
>
> I'm sorry, I'm having a hard time even understanding what you mean there ...
> I therefore conclude it's something I would NOT be able to do.

Hi Daren,

No need to write anything. I've misread the cut from the log.

In your case I suspect slow query. Enable SQL logging in RT, wait
until it's slow, go to Build.html page, get slow SQL from logs and
send EXPLAIN to the list in different conversation thread. As
alternative just enable logging of slow queries in mysql.

> -d



-- 
Best regards, Ruslan.

Re: [rt-users] RT 4 Upgrade Slow Performance

[Nathan Baker]

Ruslan,

Thank you, that provided some great info.  I'm wondering if my issue (or
one of them) is from our custom fields.  There is one spot where it
consistently takes a couple seconds:

=Mason= localhost -
/Ticket/Elements/ShowCustomFields {{{
=Mason= localhost -
/Elements/ShowCustomFields {{{
=Mason= localhost -
/Elements/ShowCustomFields }}} 2.0221
=Mason= localhost -
/Ticket/Elements/ShowCustomFields }}} 2.0261
...
=Mason= localhost - /autohandler }}} 3.2073

We only have 1 or 2 custom fields (depending on the Queue), and there are
less than 20 options for each.  Any ideas what could cause that, or is that
normal for custom fields?

Thanks,
Nate

On Tue, May 29, 2012 at 4:59 PM, Ruslan Zakirov wrote:

> Hi,
>
> Probably next step would be Mason profiler. It's described in
> RT_Config.pm. Once you know where WebUI is slow return back.
>
> On Wed, May 30, 2012 at 12:32 AM, Nathan Baker  wrote:
> > Hello Everyone,
> >
> > We've upgraded from RT 3.8.8 with MySQL to RT 4.0.5 (debian package) with
> > Postgresql, and are having some performance issues with the web
> interface.
> >  I've searched the list archives and Google, and haven't been able to
> find
> > the issue.  I'm hoping someone can help point me in the right direction.
> >  Basically, the first time I visit any page (Home, Display, etc.) it
> takes
> > 3-5 seconds to load, and sometimes 10-15 seconds.  If I keep clicking on
> > other links as soon as the pages load, it's fast and loads pages in 0.2 -
> > 0.3 seconds.  If I wait for about 15-30 seconds and then click a link
> again,
> > it takes 3-5 seconds to load again.  Updating tickets seems to
> consistently
> > take 3-5 seconds.
> >
> > Here's some info about our installation:
> > - About 6,000 tickets, 5 active users
> > - Increased memory to 2GB, running on VMWare
> > - Increased Postgresql shared_buffers and effective_cache_size
> > (http://wiki.postgresql.org/wiki/Tuning_Your_PostgreSQL_Server)
> > - Changed JS Minifier to jsmin as suggested
> > here: http://www.gossamer-threads.com/lists/rt/users/102703
> >
> > Our config seems fairly basic compared so some examples I've seen, I can
> > post it if necessary though.  We are using FullTextSearch and
> CommandByMail,
> > although I've tried disabling them both.  I turned on debugging to a log
> > file, and I don't see anything unusual.  I also turned on the SQL
> statement
> > log, and didn't see any queries taking a long time.  The longest was 0.12
> > seconds.  I tried disabling the Javascript Minifier in JS.pm like I've
> seen
> > in other posts, and that didn't seem to make a difference.
> >
> > Any help would be greatly appreciated.
> >
> > Thanks,
> > Nate
>
>
>
> --
> Best regards, Ruslan.
>

Re: [rt-users] RT 4 Upgrade Slow Performance

[Darren Nickerson]

On May 29, 2012, at 5:56 PM, Ruslan Zakirov wrote:
> 
> How many users do you have in the owner dropdown in search builder?

Only 10. And the next time I load this page (and with each attempt immediately 
after) the number is much healthier:

=Mason= localhost - 
/Elements/SelectOwnerDropdown {{{
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0018
=Mason= localhost - /Elements/ShowUser }}} 
0.0042
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0017
=Mason= localhost - /Elements/ShowUser }}} 
0.0036
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0018
=Mason= localhost - /Elements/ShowUser }}} 
0.0036
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0018
=Mason= localhost - /Elements/ShowUser }}} 
0.0036
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0017
=Mason= localhost - /Elements/ShowUser }}} 
0.0035
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0063
=Mason= localhost - /Elements/ShowUser }}} 
0.0082
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0018
=Mason= localhost - /Elements/ShowUser }}} 
0.0035
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0017
=Mason= localhost - /Elements/ShowUser }}} 
0.0035
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0017
=Mason= localhost - /Elements/ShowUser }}} 
0.0035
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0018
=Mason= localhost - /Elements/ShowUser }}} 
0.0035
=Mason= localhost - 
/Elements/SelectOwnerDropdown }}} 0.0552


But if I wait a few minutes and try again, it will be slow again.


> Can you write a script that sums numbers after ShowUserVerbose to make
> sure problem in number of users and not something in
> SelectOwnerDropdown?


I'm sorry, I'm having a hard time even understanding what you mean there ... I 
therefore conclude it's something I would NOT be able to do.

-d
 

Re: [rt-users] RT 4 Upgrade Slow Performance

[Ruslan Zakirov]

On Wed, May 30, 2012 at 1:42 AM, Darren Nickerson  wrote:
>
> On May 29, 2012, at 4:54 PM, Darren Nickerson wrote:
>
>
> We're seeing similar performance regression after an upgrade from 4.0.0rc5
> to 4.0.5. I just loaded a very short ticket for the first time, it took 16
> seconds. I did a reload on the page, and it took less than 2 seconds. I also
> went to Tickets -> New Search, and it took a full 20 seconds to load.
> Subsequent reloads of that page were essentially immediate. Within 10
> minutes of not using RT much, opening a few tickets etc but then letting it
> sit idle for 10 minutes, going back to Tickets->New Search once again took
> 20 seconds to load, and was fast on subsequent loads
>
> Have I misconfigured or broken some cache mechanism?
>
> Our support staff have complained of a variety of long hangs/pauses like
> this and I still haven't pinned it down enough much more than I outline
> above. Our setup is very vanilla, MySQL with very little customization of RT
> ... if there's instructions anywhere on how to figure out what's consuming
> all the time I'd be happy to dig into it and report back here. I've been
> meaning to try some of the other ways to invoke RT, we're using
> apache+FastCGI right now, but there just hasn't been time. Perhaps the next
> time I'm waiting for query builder to load ... ;-)
>
>
>
> I enabled the profiler per Ruslan's advice, and loaded the new search page.
> It took over 20 seconds. It generated a lot of output, should I include it
> all here? I think the relevant bit might be:
>
> =Mason= localhost -
> /Elements/SelectOwnerDropdown {{{
> =Mason= localhost -                                     /Elements/ShowUser
> {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose }}} 0.0021
> =Mason= localhost -                                     /Elements/ShowUser
> }}} 0.0045
> =Mason= localhost -                                     /Elements/ShowUser
> {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose }}} 0.0020
> =Mason= localhost -                                     /Elements/ShowUser
> }}} 0.0042
> =Mason= localhost -                                     /Elements/ShowUser
> {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose }}} 0.0018
> =Mason= localhost -                                     /Elements/ShowUser
> }}} 0.0038
> =Mason= localhost -                                     /Elements/ShowUser
> {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose }}} 0.0018
> =Mason= localhost -                                     /Elements/ShowUser
> }}} 0.0037
> =Mason= localhost -                                     /Elements/ShowUser
> {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose }}} 0.0019
> =Mason= localhost -                                     /Elements/ShowUser
> }}} 0.0038
> =Mason= localhost -                                     /Elements/ShowUser
> {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose }}} 0.0019
> =Mason= localhost -                                     /Elements/ShowUser
> }}} 0.0038
> =Mason= localhost -                                     /Elements/ShowUser
> {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose }}} 0.0019
> =Mason= localhost -                                     /Elements/ShowUser
> }}} 0.0038
> =Mason= localhost -                                     /Elements/ShowUser
> {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose }}} 0.0019
> =Mason= localhost -                                     /Elements/ShowUser
> }}} 0.0038
> =Mason= localhost -                                     /Elements/ShowUser
> {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose }}} 0.0019
> =Mason= localhost -                                     /Elements/ShowUser
> }}} 0.0038
> =Mason= localhost -                                     /Elements/ShowUser
> {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose }}} 0.0019
> =Mason= localhost -                                     /Elements/ShowUser
> }}} 0.0042
> =Mason= localhost -
> /Elements/SelectOwnerDropdown }}} 20.9869
>
> I'm not sure how we get from all those small values to 20 seconds, but it
> does seem to represent the lion's share of the slow-down. The last few lines
> look like:
>
> =Mason= localhost -         /Search/Build.html }}} 21.7671
> =Mason= localhost -         /Elements/Footer {{{
> =Mason= localhost -         /Elements/Footer }}} 0.0030
> =Mason= localhost -     /autohandler }}} 21.7901
> =Mason= localhost - /Search/Build.html }}} ENDS

Re: [rt-users] RT 4 Upgrade Slow Performance

[Darren Nickerson]

On May 29, 2012, at 4:54 PM, Darren Nickerson wrote:
> 
> We're seeing similar performance regression after an upgrade from 4.0.0rc5 to 
> 4.0.5. I just loaded a very short ticket for the first time, it took 16 
> seconds. I did a reload on the page, and it took less than 2 seconds. I also 
> went to Tickets -> New Search, and it took a full 20 seconds to load. 
> Subsequent reloads of that page were essentially immediate. Within 10 minutes 
> of not using RT much, opening a few tickets etc but then letting it sit idle 
> for 10 minutes, going back to Tickets->New Search once again took 20 seconds 
> to load, and was fast on subsequent loads
> 
> Have I misconfigured or broken some cache mechanism?
> 
> Our support staff have complained of a variety of long hangs/pauses like this 
> and I still haven't pinned it down enough much more than I outline above. Our 
> setup is very vanilla, MySQL with very little customization of RT ... if 
> there's instructions anywhere on how to figure out what's consuming all the 
> time I'd be happy to dig into it and report back here. I've been meaning to 
> try some of the other ways to invoke RT, we're using apache+FastCGI right 
> now, but there just hasn't been time. Perhaps the next time I'm waiting for 
> query builder to load ... ;-)


I enabled the profiler per Ruslan's advice, and loaded the new search page. It 
took over 20 seconds. It generated a lot of output, should I include it all 
here? I think the relevant bit might be:

=Mason= localhost - 
/Elements/SelectOwnerDropdown {{{
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0021
=Mason= localhost - /Elements/ShowUser }}} 
0.0045
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0020
=Mason= localhost - /Elements/ShowUser }}} 
0.0042
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0018
=Mason= localhost - /Elements/ShowUser }}} 
0.0038
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0018
=Mason= localhost - /Elements/ShowUser }}} 
0.0037
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0019
=Mason= localhost - /Elements/ShowUser }}} 
0.0038
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0019
=Mason= localhost - /Elements/ShowUser }}} 
0.0038
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0019
=Mason= localhost - /Elements/ShowUser }}} 
0.0038
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0019
=Mason= localhost - /Elements/ShowUser }}} 
0.0038
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0019
=Mason= localhost - /Elements/ShowUser }}} 
0.0038
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost -   

Re: [rt-users] DefaultUpdateType in RT4.0.6

[Thomas Sibley]

On 05/29/2012 11:32 AM, Max McGrath wrote:
> I sent this same question out last week with now response -- I'm trying
> again!
> 
[snip]
> 
> Am I missing anything?

Yes, my coworker Ruslan's response to your original mail yesterday
asking for your full config.

Re: [rt-users] RT 4 Upgrade Slow Performance

[Darren Nickerson]

On May 29, 2012, at 4:32 PM, Nathan Baker wrote:

> Hello Everyone,
> 
> We've upgraded from RT 3.8.8 with MySQL to RT 4.0.5 (debian package) with 
> Postgresql, and are having some performance issues with the web interface.  
> I've searched the list archives and Google, and haven't been able to find the 
> issue.  I'm hoping someone can help point me in the right direction.  
> Basically, the first time I visit any page (Home, Display, etc.) it takes 3-5 
> seconds to load, and sometimes 10-15 seconds.  If I keep clicking on other 
> links as soon as the pages load, it's fast and loads pages in 0.2 - 0.3 
> seconds.  If I wait for about 15-30 seconds and then click a link again, it 
> takes 3-5 seconds to load again.  Updating tickets seems to consistently take 
> 3-5 seconds.

We're seeing similar performance regression after an upgrade from 4.0.0rc5 to 
4.0.5. I just loaded a very short ticket for the first time, it took 16 
seconds. I did a reload on the page, and it took less than 2 seconds. I also 
went to Tickets -> New Search, and it took a full 20 seconds to load. 
Subsequent reloads of that page were essentially immediate. Within 10 minutes 
of not using RT much, opening a few tickets etc but then letting it sit idle 
for 10 minutes, going back to Tickets->New Search once again took 20 seconds to 
load, and was fast on subsequent loads

Have I misconfigured or broken some cache mechanism?

Our support staff have complained of a variety of long hangs/pauses like this 
and I still haven't pinned it down enough much more than I outline above. Our 
setup is very vanilla, MySQL with very little customization of RT ... if 
there's instructions anywhere on how to figure out what's consuming all the 
time I'd be happy to dig into it and report back here. I've been meaning to try 
some of the other ways to invoke RT, we're using apache+FastCGI right now, but 
there just hasn't been time. Perhaps the next time I'm waiting for query 
builder to load ... ;-)

-d

Re: [rt-users] RT 4 Upgrade Slow Performance

[Ruslan Zakirov]

Hi,

Probably next step would be Mason profiler. It's described in
RT_Config.pm. Once you know where WebUI is slow return back.

On Wed, May 30, 2012 at 12:32 AM, Nathan Baker  wrote:
> Hello Everyone,
>
> We've upgraded from RT 3.8.8 with MySQL to RT 4.0.5 (debian package) with
> Postgresql, and are having some performance issues with the web interface.
>  I've searched the list archives and Google, and haven't been able to find
> the issue.  I'm hoping someone can help point me in the right direction.
>  Basically, the first time I visit any page (Home, Display, etc.) it takes
> 3-5 seconds to load, and sometimes 10-15 seconds.  If I keep clicking on
> other links as soon as the pages load, it's fast and loads pages in 0.2 -
> 0.3 seconds.  If I wait for about 15-30 seconds and then click a link again,
> it takes 3-5 seconds to load again.  Updating tickets seems to consistently
> take 3-5 seconds.
>
> Here's some info about our installation:
> - About 6,000 tickets, 5 active users
> - Increased memory to 2GB, running on VMWare
> - Increased Postgresql shared_buffers and effective_cache_size
> (http://wiki.postgresql.org/wiki/Tuning_Your_PostgreSQL_Server)
> - Changed JS Minifier to jsmin as suggested
> here: http://www.gossamer-threads.com/lists/rt/users/102703
>
> Our config seems fairly basic compared so some examples I've seen, I can
> post it if necessary though.  We are using FullTextSearch and CommandByMail,
> although I've tried disabling them both.  I turned on debugging to a log
> file, and I don't see anything unusual.  I also turned on the SQL statement
> log, and didn't see any queries taking a long time.  The longest was 0.12
> seconds.  I tried disabling the Javascript Minifier in JS.pm like I've seen
> in other posts, and that didn't seem to make a difference.
>
> Any help would be greatly appreciated.
>
> Thanks,
> Nate



-- 
Best regards, Ruslan.

[rt-users] RT 4 Upgrade Slow Performance

[Nathan Baker]

Hello Everyone,

We've upgraded from RT 3.8.8 with MySQL to RT 4.0.5 (debian package) with
Postgresql, and are having some performance issues with the web interface.
 I've searched the list archives and Google, and haven't been able to find
the issue.  I'm hoping someone can help point me in the right direction.
 Basically, the first time I visit any page (Home, Display, etc.) it takes
3-5 seconds to load, and sometimes 10-15 seconds.  If I keep clicking on
other links as soon as the pages load, it's fast and loads pages in 0.2 -
0.3 seconds.  If I wait for about 15-30 seconds and then click a link
again, it takes 3-5 seconds to load again.  Updating tickets seems to
consistently take 3-5 seconds.

Here's some info about our installation:
- About 6,000 tickets, 5 active users
- Increased memory to 2GB, running on VMWare
- Increased Postgresql shared_buffers and effective_cache_size (
http://wiki.postgresql.org/wiki/Tuning_Your_PostgreSQL_Server)
- Changed JS Minifier to jsmin as suggested here:
http://www.gossamer-threads.com/lists/rt/users/102703

Our config seems fairly basic compared so some examples I've seen, I can
post it if necessary though.  We are using FullTextSearch and
CommandByMail, although I've tried disabling them both.  I turned on
debugging to a log file, and I don't see anything unusual.  I also turned
on the SQL statement log, and didn't see any queries taking a long time.
 The longest was 0.12 seconds.  I tried disabling the Javascript Minifier
in JS.pm like I've seen in other posts, and that didn't seem to make a
difference.

Any help would be greatly appreciated.

Thanks,
Nate

[rt-users] Disable notification

[Diaulas Castro]

Is there way to disable notification to users that arent allowed to Create 
ticket?

I got this reply from RT: "No permission to create tickets in the queue 
'QUEUE'"

Re: [rt-users] Append Data to CustomFields

[Joachim Thuau]

Oops -- this was intended for Rabin, as a reply to his active directory
integration questionŠ

Jok
-- 
| Joachim Thuau | IT Systems Engineer - Linux / SpaceX |



On 5/29/12 8:47 AM, "Joachim Thuau"  wrote:

>I would also strongly recommend you look at the
>"rt-extension-ldapimport", which will allow you to sync groups and users
>from AD using ldap.
>
>Thanks,
>Jok
>--
>| Joachim Thuau | IT Systems Engineer - Linux / SpaceX |
>| Cell: 310-890-7937 | Office: 310-363-6153 |
>
>From: Kenneth Crocker
>mailto:kenn.croc...@gmail.com>>
>Date: Monday, May 28, 2012 6:20 PM
>To: RT User List 
>mailto:rt-users@lists.bestpractical.com>
>>
>Subject: Re: [rt-users] Append Data to CustomFields
>
>HoboKing,
>
>You could create a CF with SeeCF rights only to Users and then write a
>scrip so that when the TimeWorked field is updated, the scrip subtracts
>the old value from the new value and then adds that result to the CF.
>You could also add a condition to check the date and if it is month-end
>or something you could move the final "TomeWorked" value to a Month-end
>Time CF and then zero out the contiguos one.
>That way, you won't run into problems of some user entering a non-inter
>type value into the field. You might want to grant "ModifyCF" to the
>SuperUSer or some management group of users so they can override the
>value when necessary.
>It all depends on what you want to accomplish.
>TimeWorked is already designed to receive integers. So all you really
>need is a CF to act as a monthly or yearly, etc. accumulator, along with
>a routine to zero out at the end of that cycle.
>The best way is to write a cronjob to run through all tickets on whatever
>cycle you want to accumulate and have that routine do the
>accumulate/move/zero work. That way you get ALL tickets updated
>consistently, not just the ones that were updated in a given cycle.
>
>Hope this helps.
>
>Kenn
>
>On Mon, May 28, 2012 at 11:44 AM, TheHoboKing
>mailto:demon_eyes_ky...@hotmail.com>> wrote:
>
>Hi,
>
>I'm still quite new at RT and was wondering if there's a way to have
>appendable/updatable CustomFields like the TimeWorked field?
>
>Whenever I update a ticket, the TimeWorked field is blank, any value
>(digits) I add will automatically be added to the old value, it'll make a
>simple addition.
>
>How can I do the same with CustomFields? Either via the webUI, scrip or
>back-end (Update.html ? ModifyAll.html?)
>
>I'm running RT 4.0.5
>
>Thank you!
>--
>View this message in context:
>http://old.nabble.com/Append-Data-to-CustomFields-tp33920988p33920988.html
>Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>

Re: [rt-users] Append Data to CustomFields

[Joachim Thuau]

I would also strongly recommend you look at the "rt-extension-ldapimport", 
which will allow you to sync groups and users from AD using ldap.

Thanks,
Jok
--
| Joachim Thuau | IT Systems Engineer - Linux / SpaceX |
| Cell: 310-890-7937 | Office: 310-363-6153 |

From: Kenneth Crocker mailto:kenn.croc...@gmail.com>>
Date: Monday, May 28, 2012 6:20 PM
To: RT User List 
mailto:rt-users@lists.bestpractical.com>>
Subject: Re: [rt-users] Append Data to CustomFields

HoboKing,

You could create a CF with SeeCF rights only to Users and then write a scrip so 
that when the TimeWorked field is updated, the scrip subtracts the old value 
from the new value and then adds that result to the CF.
You could also add a condition to check the date and if it is month-end or 
something you could move the final "TomeWorked" value to a Month-end Time CF 
and then zero out the contiguos one.
That way, you won't run into problems of some user entering a non-inter type 
value into the field. You might want to grant "ModifyCF" to the SuperUSer or 
some management group of users so they can override the value when necessary.
It all depends on what you want to accomplish.
TimeWorked is already designed to receive integers. So all you really need is a 
CF to act as a monthly or yearly, etc. accumulator, along with a routine to 
zero out at the end of that cycle.
The best way is to write a cronjob to run through all tickets on whatever cycle 
you want to accumulate and have that routine do the accumulate/move/zero work. 
That way you get ALL tickets updated consistently, not just the ones that were 
updated in a given cycle.

Hope this helps.

Kenn

On Mon, May 28, 2012 at 11:44 AM, TheHoboKing 
mailto:demon_eyes_ky...@hotmail.com>> wrote:

Hi,

I'm still quite new at RT and was wondering if there's a way to have
appendable/updatable CustomFields like the TimeWorked field?

Whenever I update a ticket, the TimeWorked field is blank, any value
(digits) I add will automatically be added to the old value, it'll make a
simple addition.

How can I do the same with CustomFields? Either via the webUI, scrip or
back-end (Update.html ? ModifyAll.html?)

I'm running RT 4.0.5

Thank you!
--
View this message in context: 
http://old.nabble.com/Append-Data-to-CustomFields-tp33920988p33920988.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

Re: [rt-users] On Create Autoreply To Requestors 2

[Joachim Thuau]

You really shouldn't need to do all this to accomplish what you want. Scrips 
are configurable from the web interface, and you can create and/or change the 
behavior of that scrip by updating the scrip itself, rather than modifying the 
code and the DB directly.

To get more assistance, you would need to describe a little more what it is you 
are trying to accomplish.

Jok
--
| Joachim Thuau | IT Systems Engineer - Linux / SpaceX |

From: Arthur Rance mailto:arthur_ra...@hotmail.com>>
Date: Tuesday, May 29, 2012 6:52 AM
To: "rt-users@lists.bestpractical.com" 
mailto:rt-users@lists.bestpractical.com>>
Subject: [rt-users] On Create Autoreply To Requestors 2

Hello,


I'd like to create a new version of "On Create Autoreply To Requestors".


What I've done :


1) cp Action/Notify.pm Action/Notify2.pm

2) /path/to/rt3/sbin/rt-setup-database --action insert --datafile 
/path/to/data-file

3) /Admin/Global/Scrip.html?Create=1 (same configuration as "On Create 
Autoreply To Requestors" except action Notify2)

4) Disabled "On Create Autoreply To Requestors"

5) Enabled "On Create Autoreply To Requestors 2"

6) Sent a mail to RT, RT doesn't autoreply


Would you know why RT doesn't autoreply ? What would you look first to find out 
where the problem comes from ?

[rt-users] DefaultUpdateType in RT4.0.6

[Max McGrath]

Hi all -

I sent this same question out last week with now response -- I'm trying
again!

We're looking to the *Update Type* default to *Reply to requestors* when
resolving a ticket.

I've read the wiki page (
http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 ) about setting it
up -- but it doesn't seem to work in my case.  Below is the config I put in
my RT_SiteConfig.pm:

default => {
actions => [
'new -> open' => { label => 'Open it', update => 'Respond'
},
  *  'new -> resolved' => { label => 'Resolve', update => 'Respond'
},*
'new -> rejected' => { label => 'Reject',  update => 'Respond'
},
'new -> deleted'  => { label => 'Delete' },

'open -> stalled'  => { label => 'Stall',   update => 'Comment'
},
   * 'open -> resolved' => { label => 'Resolve', update =>
'Respond' },*
'open -> rejected' => { label => 'Reject',  update => 'Respond'
},

'stalled -> open'  => { label => 'Open it' },
'resolved -> open' => { label => 'Re-open', update => 'Comment'
},
'rejected -> open' => { label => 'Re-open', update => 'Comment'
},
'deleted -> open'  => { label => 'Undelete' },
],
},

Am I missing anything?

Thanks!

Max
--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgr...@carthage.edu

[rt-users] On Create Autoreply To Requestors 2

[Arthur Rance]

Hello,

I'd like to create a new version of "On Create Autoreply To Requestors".

What I've done :

1) cp Action/Notify.pm Action/Notify2.pm
2) /path/to/rt3/sbin/rt-setup-database --action insert --datafile 
/path/to/data-file
3) /Admin/Global/Scrip.html?Create=1 (same configuration as "On Create 
Autoreply To Requestors" except action Notify2)
4) Disabled "On Create Autoreply To Requestors"
5) Enabled "On Create Autoreply To Requestors 2"
6) Sent a mail to RT, RT doesn't autoreply

Would you know why RT doesn't autoreply ? What would you look first to find out 
where the problem comes from ?




  

[rt-users] R: R: Autocomplete feature for unprivileged users (AllowUserAutocompleteForUnprivileged?)

[SCOTTO Alberto (Consultant) (FIAT POWERTRAIN TECHNOLOGIES)]

Then that will be my first try!
Thank you again,
I'll let you know as soon as I try


Alberto Scotto
Information Technologies Consultant

FIAT POWERTRAIN TECHNOLOGIES S.p.A.
Corso Settembrini 167, 10135 Torino, Italia

Da: rt-users-boun...@lists.bestpractical.com 
[rt-users-boun...@lists.bestpractical.com] per conto di Thomas Sibley 
[t...@bestpractical.com]
Inviato: martedì 29 maggio 2012 14.57
A: rt-users@lists.bestpractical.com
Oggetto: Re: [rt-users] R: Autocomplete feature for unprivileged users  
(AllowUserAutocompleteForUnprivileged?)

On 05/29/2012 08:50 AM, SCOTTO Alberto (Consultant) (FIAT POWERTRAIN
TECHNOLOGIES) wrote:
> Thank you very much for the link!
> It's a feature very useful for end users, so when I have time, I'll try to 
> figure out how to solve the problem (I see a solution already exists, I'll 
> see if it works on RT4).

FWIW, the autocomplete feature only exists in RT 4.  I believe the
correct workaround is to add /Helpers/Autocomplete/Users and
/Helpers/Autocomplete/Owners to the $SelfServiceRegex config option.

We're working on a fix which also refactors and tidies up the
autocomplete endpoints while we're at it.

Thomas

Re: [rt-users] R: Autocomplete feature for unprivileged users (AllowUserAutocompleteForUnprivileged?)

[Thomas Sibley]

On 05/29/2012 08:50 AM, SCOTTO Alberto (Consultant) (FIAT POWERTRAIN
TECHNOLOGIES) wrote:
> Thank you very much for the link!
> It's a feature very useful for end users, so when I have time, I'll try to 
> figure out how to solve the problem (I see a solution already exists, I'll 
> see if it works on RT4). 

FWIW, the autocomplete feature only exists in RT 4.  I believe the
correct workaround is to add /Helpers/Autocomplete/Users and
/Helpers/Autocomplete/Owners to the $SelfServiceRegex config option.

We're working on a fix which also refactors and tidies up the
autocomplete endpoints while we're at it.

Thomas

[rt-users] R: Autocomplete feature for unprivileged users (AllowUserAutocompleteForUnprivileged?)

[SCOTTO Alberto (Consultant) (FIAT POWERTRAIN TECHNOLOGIES)]

Thank you very much for the link!
It's a feature very useful for end users, so when I have time, I'll try to 
figure out how to solve the problem (I see a solution already exists, I'll see 
if it works on RT4). 

Cheers

Alberto Scotto
Information Technologies Consultant

FIAT POWERTRAIN TECHNOLOGIES S.p.A.
Corso Settembrini 167, 10135 Torino, Italia

Da: rt-users-boun...@lists.bestpractical.com 
[rt-users-boun...@lists.bestpractical.com] per conto di Thomas Sibley 
[t...@bestpractical.com]
Inviato: martedì 29 maggio 2012 14.38
A: rt-users@lists.bestpractical.com
Oggetto: Re: [rt-users] Autocomplete feature for unprivileged users (   
AllowUserAutocompleteForUnprivileged?)

On 05/28/2012 10:18 AM, SCOTTO Alberto (Consultant) (FIAT POWERTRAIN
TECHNOLOGIES) wrote:
> I can't get the autocomplete email address feature to work for
> unprivileged people who access the SelfService area. It is correctly
> set in RT_SiteConfig, as I can also see in RT's web UI, tools >
> system configuration: AllowUserAutocompleteForUnprivileged=1 I'm
> experiencing this problem both on RT 4.0.2 and 4.0.6.
>
> I am starting to think that I misunderstand the meaning of the
> AllowUserAutocompleteForUnprivileged config!

You're not misunderstanding, there's just a bug which renders that
option a nice thought but ineffective.  There will be a fix at some point.

http://issues.bestpractical.com/Ticket/Display.html?id=16946

Re: [rt-users] Autocomplete feature for unprivileged users ( AllowUserAutocompleteForUnprivileged?)

[Thomas Sibley]

On 05/28/2012 10:18 AM, SCOTTO Alberto (Consultant) (FIAT POWERTRAIN
TECHNOLOGIES) wrote:
> I can't get the autocomplete email address feature to work for
> unprivileged people who access the SelfService area. It is correctly
> set in RT_SiteConfig, as I can also see in RT's web UI, tools >
> system configuration: AllowUserAutocompleteForUnprivileged=1 I'm
> experiencing this problem both on RT 4.0.2 and 4.0.6.
> 
> I am starting to think that I misunderstand the meaning of the
> AllowUserAutocompleteForUnprivileged config!

You're not misunderstanding, there's just a bug which renders that
option a nice thought but ineffective.  There will be a fix at some point.

http://issues.bestpractical.com/Ticket/Display.html?id=16946

[rt-users] Creating links with the REST interface

[Alessandro Di Bella]

Hi,

I'm trying to use the REST interface to create link two tickets
without any success.
Accordingly to the documentation, it should be enough to POST to
http://myserver/REST/1.0/ticket//links but it doesn't seem
to work.

If I issue the POST request http://rt/REST/1.0/ticket/91/links with
body content=MemberOf%3A+90, I get the reply:

RT/4.0.5 409 Syntax Error

# MemberOf: Can't link to a deleted ticket

id:
DependsOn:
DependedOnBy:
RefersTo:
ReferredToBy:
Members:
MemberOf: 90

Both tickets 90 and 91 are NOT in state deleted and same thing happens
with any other key (DependsOn, Members, etc.).  I don't understand the
reason for error message.

I also put a sniffer in place to check what the command line tools
sends to the server and it turns out that it's nothing like the API
specification:


POST /REST/1.0/ticket/link HTTP/1.1
TE: deflate,gzip;q=0.3
Connection: TE, close
Host: rt:9980
User-Agent: RT/3.0b
Content-Length: 379
Content-Type: multipart/form-data; boundary=xYzZY

--xYzZY
Content-Disposition: form-data; name="  "

dependson
--xYzZY
Content-Disposition: form-data; name="to"

76
--xYzZY
Content-Disposition: form-data; name="del"

0
--xYzZY
Content-Disposition: form-data; name="id"

77
--xYzZY
Content-Disposition: form-data; name="user"

root
--xYzZY
Content-Disposition: form-data; name="pass"

password
--xYzZY--

The multipart request works but is it an altenative to the documented
one or is is the documentation wrong?

Any help would be much appreciated.

Regards,

Alessandro

Re: [rt-users] Integrating with Active Directory

[Rabin Yasharzadehe]

If you staring from scratch why not going with 4.0.6 ?

but you can always start from the wiki page
* http://requesttracker.wikia.com/wiki/ExternalAuth
* http://requesttracker.wikia.com/wiki/ExternalAuthentication

And google for more in the archive for e.g
http://www.gossamer-threads.com/lists/rt/users/108225

*---
Rabin Yasharzadehe*



On Tue, May 29, 2012 at 9:58 AM, Varun Naik  wrote:

> Hello All,
>
> I have installed RT 3.8.7, I trying to integrate with Active Directory.
> Please guide me how do I integrate with AD.
>
> --
> Thanks & Regard,
> Varun.V.Naik
>
>