Re: [rt-users] bulk ticket creation with support for child tickets

[Jim Lesinski]

Darin,

Check out this scrip:
http://requesttracker.wikia.com/wiki/DivideTicketIntoSubtasks

"This scrip action creates tickets for each list item for each task the
main ticket 
DependsOn.
It handles lists with dash or asterisk bullets:"

Coupling this scrip with the JS Gantt extension should give you a decent
foundation to create a project via email. It won't handle dates or
assignees but you could do that after the initial outline is created.

Jim

On Mon, Oct 22, 2012 at 4:40 PM, Darin Perusich  wrote:

> Hello All,
>
> Is there anyway to create a large number of tickets with the ability
> to set a parent/children relationships? I use RT a lot as a project
> management tool with one top-level ticket with lots of child tickets,
> and children of children and having a way to create these tickets
> quickly would be ideal. One thought I have would be an ajax page which
> interfaces with the REST interface for ticket creation.
>
> Has anyone given this any thought or possible even have code they'd be
> willing to share?
>
> thanks!
>
> --
> Later,
> Darin
>
> 
> Final RT training for 2012 in Atlanta, GA - October 23 & 24
>   http://bestpractical.com/training
>
> We're hiring! http://bestpractical.com/jobs
>


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Re: [rt-users] QuickUpdate shows all status values for all lifecycles - rt 4.0.7

[Kevin Falcone]

On Fri, Oct 19, 2012 at 02:10:09PM -0400, Jim Lesinski wrote:
>Is there some way to make the quick update plugin only show the correct 
> status values for the
>current queue's lifecycle? Currently the Quick Update plugin shows all 
> status values from all
>lifecycles.

It's pretty easy to make it do that, something as small as the
attached patch would do it.  I'm not sure if the intent of the
original author was to list all Statuses because you may also change
queues as part of the update (and may thus need all statuses) or if
it's just never been updated since the days when we only had global
statuses.

-kevin
From 95766749f37c9916e36a16197bc56e6b82cc755b Mon Sep 17 00:00:00 2001
From: Kevin Falcone 
Date: Fri, 19 Oct 2012 20:37:26 -0400
Subject: [PATCH] Pass $Ticket to SelectStatus so it can narrow down to
 relevant statuses.

---
 html/Ticket/Elements/QuickUpdate |2 +-
 1 files changed, 1 insertions(+), 1 deletions(-)

diff --git a/html/Ticket/Elements/QuickUpdate b/html/Ticket/Elements/QuickUpdate
index a3bf893..af150fe 100755
--- a/html/Ticket/Elements/QuickUpdate
+++ b/html/Ticket/Elements/QuickUpdate
@@ -47,7 +47,7 @@
 
 
   
- Status: <& /Elements/SelectStatus, Name => 
'Status', DefaultLabel => loc("[_1] (Unchanged)", loc($Ticket->Status)) &> 
+ Status: <& /Elements/SelectStatus, Name => 
'Status', DefaultLabel => loc("[_1] (Unchanged)", loc($Ticket->Status)), 
TicketObj => $Ticket &> 
   
   
   
-- 
1.7.6.4



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Re: [rt-users] Comparing field values in ticket sql

[Kevin Falcone]

On Sun, Oct 21, 2012 at 10:40:57PM +1100, Chris Herrmann wrote:
> Is it possible to compare field values in ticket sql? For example,
> something like:
> 
> ( Status = 'new' OR Status = 'open' OR Status = 'stalled' ) AND
> TimeWorked > TimeEstimated

TicketSQL does not support this.
You'll need to use the perl API to further limit.

-kevin

> -
> If I use something like: "TimeWorked > 60", or "TimeEstimated > 100"
> then I get the results I expect - but what I want to do is find
> tickets based upon conditions like:
> 
> TimeWorked > TimeEstimated
> TimeWorked > (TimeEstimated*0.8) #e.g. 80% of estimated time
> 
> and so forth


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Re: [rt-users] Web-UI navigation question

[Kevin Falcone]

On Fri, Oct 19, 2012 at 05:30:46PM -0500, Robert Nesius wrote:
> Both myself and fellow RT Users have noticed the following little quirk in
> navigating the UI.
> 
> * While looking at a list of tickets (like My Tickets), we click on a
> ticket.
> * We resolve the ticket.
> * RT updates the view and says the ticket is solved.
> 
> What would be mega handy is a link here "Back to previous list view" or
> something.  But instead what we have to do is navigate to the top of RT and
> then click on My Tickets to get back to the list we had before.  I'm on
> 4.0.3 - anyone know if this has been streamlined in later releases?  Or if
> there's a way to accomplish this that I haven't figured out yet?  I tried
> making a saved search and a dashboard, but I still need multiple clicks to
> get to the list view I want.

If you click on the header for My Tickets to get a full listing and
then click on a ticket, you'll tell RT "This search is my current
search" and if you hover over Tickets, you'll see a number of links
for next/prev first/last and for seeing the whole result again.

Unfortunately, clicking on a ticket from the homepage isn't enough to
trigger the "this is my current search" behavior.

-kevin


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Re: [rt-users] Friendly Validation Errors?

[Kevin Falcone]

On Mon, Oct 22, 2012 at 03:27:45AM +, Mike Kennedy wrote:
> Is there any way, short of editing the source, to have more friendly
> validation errors. So, rather than "Input must match [Mandatory]" I
> could change it to say "This field is required." Or, instead of "Input
> must match ^[a-zA-Z]+$", it could say, "Value must contain only
> letters."

You can make the regular expression you use
(?#Must contain letters) and RT will say "Input must match [Must
contain letters]".  You could probably use a localization trick with
en.po to change "Input must match" also, although I'm not sure where
else RT uses that phrase.

The combination of these should clean up the messages a bit.

-kevin


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[rt-users] Scrip "too fast" or dirty read from db or what?

[BÁLINT Bekény]

Hi List,

I have the following problem on an RT 3.8.8:
There is a simple scrip that notifies the owner on comments. Sometimes this
scrip sends
"This transaction appears to have no content" instead of the real textural
content of the incoming e-mail.
This problem mainly present if there are file attachements of the email.

But if I run the following code from CLI the outgoing mail contains the
good content not the "This trans..." warning message:
---
my $tic = RT::Ticket->new($RT::SystemUser);
$tic->Load(*id_of_ticket*);

my $tr = RT::Transaction->new($RT::SystemUser);
$tr->Load(*id_of_incoming_mail_comment_transaction*);

my $scrip = RT::Scrip->new($RT::SystemUser);
$scrip->Load(*id_of_notify_owner_scrip*);

 $scrip->Prepare(TicketObj => $tic, TransactionObj => $tr);
$scrip->Commit(TicketObj => $tic, TransactionObj => $tr);
---

So it seems to me that scrip runs earlier than the attachements of
transaction inserted into the DB
or there is some kind of MySQL cache problem which causes dirty read
but there aren't any special MySQL settings.

What do you think?

Thanks,
--
Bekeny


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[rt-users] Error When Upgrade-Database from 3.8.1 to 3.8.2

[Cynthia Roe]

Hi,

New install for RT 4
Centos 6.3 running in OSX Parrallels container (test server)
MySQL 5.1.61
Perl v5.10.1
mod_perl 2.0.4-10
mod_fastcgi-2.4.6

I am in the process of upgrade our RT environment from 3.2.2 to 4.0.7.  So far 
I have been able to upgrade successfully from 3.2.2 to 3.8.1.  However, when I 
run the $ make upgrade-database from 3.8.1 to 3.8.2 I received the following 
error:

FYI this is my first exposure to RT.

$ make upgrade-database
/usr/local/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database 
--action upgrade --prompt-for-dba-password
In order to create or update your RT database, this script needs to connect to 
your  mysql instance on localhost as root
Please specify that user's database password below. If the user has no database
password, just press return.

Password: 
Working with:
Type:   mysql
Host:   localhost
Name:   rt3
User:   rt_user
DBA:root
Enter RT version you're upgrading from: 3.8.1

Going to apply following upgrades:
* 3.8.2
* 3.8.3
* 3.8.4
* 3.8.6
* 3.8.8
* 3.8.9
* 3.9.1
* 3.9.2
* 3.9.3
* 3.9.5
* 3.9.6
* 3.9.7
* 3.9.8
* 4.0.0rc2
* 4.0.0rc4
* 4.0.0rc7
* 4.0.1
* 4.0.3
* 4.0.4
* 4.0.6

Enter RT version if you want to stop upgrade at some point,
  or leave it blank if you want apply above upgrades: 3.8.2

Going to apply following upgrades:
* 3.8.2

IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP

Proceed [y/N]:y
Processing 3.8.2
Now inserting data.
[Mon Oct 22 20:54:57 2012] [warning]: Going to add [OLD] prefix to all 
templates in approvals queue. If you have never used approvals, you can safely 
delete all the templates with the [OLD] prefix. Leave the new Approval 
templates because you may eventually want to start using approvals. 
(./etc/upgrade/3.8.2/content:3)
[Mon Oct 22 20:54:58 2012] [warning]: DBD::mysql::st execute failed: Unknown 
column 'Creator' in 'field list' at 
/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. 
(/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:587)
[Mon Oct 22 20:54:58 2012] [warning]: RT::Handle=HASH(0x2a71a48) couldn't 
execute the query 'INSERT INTO ACL (PrincipalId, RightName, Creator, ObjectId, 
LastUpdatedBy, PrincipalType, Created, LastUpdated, ObjectType) VALUES (?, ?, 
?, ?, ?, ?, ?, ?, ?)' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm 
line 600.
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x2a71a48)', 
'INSERT INTO ACL (PrincipalId, RightName, Creator, ObjectId, L...', 4, 
'ShowApprovalsTab', 1, 1, 1, 'Group', '2012-10-22 20:54:58', ...) called at 
/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 350
DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x2a71a48)', 
'ACL', 'PrincipalId', 4, 'RightName', 'ShowApprovalsTab', 'Creator', 1, 
'ObjectId', ...) called at 
/usr/local/share/perl5/DBIx/SearchBuilder/Handle/mysql.pm line 36

DBIx::SearchBuilder::Handle::mysql::Insert('RT::Handle=HASH(0x2a71a48)', 'ACL', 
'PrincipalId', 4, 'RightName', 'ShowApprovalsTab', 'Creator', 1, 'ObjectId', 
...) called at /usr/local/share/perl5/DBIx/SearchBuilder/Record.pm line 1292
DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x4a0e560)', 
'PrincipalId', 4, 'Creator', 1, 'RightName', 'ShowApprovalsTab', 'ObjectId', 1, 
...) called at /tmp/rt-4.0.7/sbin/../lib/RT/Record.pm line 316
RT::Record::Create('RT::ACE=HASH(0x4a0e560)', 'PrincipalId', 4, 
'PrincipalType', 'Group', 'RightName', 'ShowApprovalsTab', 'ObjectType', 
'RT::System', ...) called at /tmp/rt-4.0.7/sbin/../lib/RT/ACE.pm line 291
RT::ACE::Create('RT::ACE=HASH(0x4a0e560)', 'RightName', 
'ShowApprovalsTab', 'Object', 'RT::System=HASH(0x48296c8)', 'PrincipalType', 
'Group', 'PrincipalId', 4, ...) called at 
/tmp/rt-4.0.7/sbin/../lib/RT/Principal.pm line 172
RT::Principal::GrantRight('RT::Principal=HASH(0x3ebbd38)', 'Right', 
'ShowApprovalsTab', 'Object', 'RT::System=HASH(0x48296c8)') called at 
/tmp/rt-4.0.7/sbin/../lib/RT/Handle.pm line 964
RT::Handle::InsertData('RT::Handle=HASH(0x2a71a48)', 
'./etc/upgrade/3.8.2/content', undef) called at sbin/rt-setup-database line 293
main::action_insert('prompt-for-dba-password', 1, 'datafile', undef, 
'action', 'upgrade', 'datadir', './etc/upgrade/3.8.2', 'backcompat', ...) 
called at sbin/rt-setup-database line 399
main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 
'dba', 'root') called at sbin/rt-setup-database line 198 
(/usr/share/perl5/Carp.pm:103)
[Mon Oct 22 20:54:58 2012] [error]: System error. Right not granted. 
(/tmp/rt-4.0.7/sbin/../lib/RT/Handle.pm:969)
[Mon Oct 22 20:54:58 2012] [warning]: IMPORTANT: We're going to delete all 
scrips in Approvals queue and save them in 'rt-approvals-scrips-XcRt' file. 
(./etc/upgrade/3.8.2/content:165)
Done.



Kind Regards,

Cynthia Roe
Sr. Unix Administrator
Rutgers Marine and Coastal Science
71 Dudley Road, New Brunswick, NJ 08901-8525
Cell (732) 882-6079
Office (848) 932-3370





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Re: [rt-users] Unable to get paste Step 2

[Cynthia Roe]

Thank you.  I untarred the tar ball and this time the install-sh file was 
extracted.  


Kind Regards,

Cynthia Roe
Sr. Unix Administrator
Rutgers Marine and Coastal Science
71 Dudley Road, New Brunswick, NJ 08901-8525
Cell (732) 882-6079
Office (848) 932-3370



On Oct 19, 2012, at 5:35 PM, Cynthia Roe wrote:

> HI,
> 
> I am very new to the open source world and I am no programer by any means.  
> 
> New install for RT 4
> Centos 6.3 running in OSX Parrallels container (test server)
> MySQL 5.1.61
> Perl v5.10.1
> mod_perl 2.0.4-10
> mod_fastcgi-2.4.6
> 
> I have not been able to figure out why I am receiving the following error 
> when I run Step 2) from the RT README file.
> $ pwd
> /tmp/rt-4.0.7
> 
> $ ./configure --with-db-rt-pass=rtsucks --with-db-database=rt3 
> --with-web-group=apache --with-web-user=apache --with-db-type=mysql
> configure: error: cannot find install-sh, install.sh, or shtool in "." "./.." 
> "./../.."
> 
> I have another instance of RT 3 (on CentOS release 4.4 server) that has 
> install-sh in the RT 3 build directory.
> Output from RT 3 server 
> $ updated 
> $ locate install-sh
> /usr/local/src/rt-3.2.2/install-sh
> /usr/local/src/rt-3.6.1/install-sh
> /usr/local/src/rt-3.2.3rc2/install-sh
> 
> Issuing the same locate command on my test server 
> $ updatedb
> $ locate install-sh  (none for RT)
> /usr/share/doc/mvapich-common-1.2.0/examples/perftest/config/install-sh
> /usr/share/doc/mvapich-common-1.2.0/examples/perftest/config/confdb/install-sh
> /usr/share/doc/postgresql-8.4.13/html/install-short.html
> 
> I spend two days searching the web and I am still unable to resolve why this 
> error that is be presented to me.
> 
> I sure hope your can help.
> 
> Kind Regards,
> 
> Cynthia Roe
> Sr. Unix Administrator
> Rutgers Marine and Coastal Science
> 71 Dudley Road, New Brunswick, NJ 08901-8525
> Cell (732) 882-6079
> Office (848) 932-3370
> 
> 
> 
> 
> 
> Final RT training for 2012 in Atlanta, GA - October 23 & 24
>  http://bestpractical.com/training
> 
> We're hiring! http://bestpractical.com/jobs



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[rt-users] bulk ticket creation with support for child tickets

[Darin Perusich]

Hello All,

Is there anyway to create a large number of tickets with the ability
to set a parent/children relationships? I use RT a lot as a project
management tool with one top-level ticket with lots of child tickets,
and children of children and having a way to create these tickets
quickly would be ideal. One thought I have would be an ajax page which
interfaces with the REST interface for ticket creation.

Has anyone given this any thought or possible even have code they'd be
willing to share?

thanks!

--
Later,
Darin


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Re: [rt-users] Size of the database.

[Albert Shih]

 Le 22/10/2012 ? 12:26:11+, Darin Perusich a écrit
> While my RT installation is tiny, 1gb in comparison, and migrating from 
> mysql to postgres was fairly straight forward. I used the rt-mysql2ps 
> script at the time with success. I have migrated other databases ranging 
> in size from 1gb and 20gb using py-mysql2pgsql with great success as 
> well. You mileage may very but these are a few options to try.
> 
> http://wiki-archive.bestpractical.com/view/rt-mysql2pg
> http://pypi.python.org/pypi/py-mysql2pgsql

Very interesting.

Thanks you (all of you) for your answer. 

Regards.

-- 
Albert SHIH
DIO bâtiment 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
Téléphone : 01 45 07 76 26/06 86 69 95 71
xmpp: j...@obspm.fr
Heure local/Local time:
lun 22 oct 2012 17:20:32 CEST


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[rt-users] RT-Authen-ExternalAuth.

[Julien CAUNAN]

Hi,



I would like to have some informations about the differents possibilities of RT 
with this extension RT-Authen-ExternalAuth.



In fact, we work with the RT 3.8.8 and I would like to export to an other DB 
(Linux, Mysql...) some information about tickets.

Some personnes of my company have to clock their works (TimeWorked) everyday, 
there is an application to load their time worked, I would like to do that with 
RT from " What I did today" HTML page.



When they click on "Record all updates", they update all their tickets and I 
would like to load on the other DB these timeworks. I wrote the Perl code that 
I wanted to insert in the "MyDay.html".



In fact, the begening of the function is :



use warnings;
use strict;
use Time::Local;
use base qw(RT::CustomFieldValues);

use DBI;# Charger le module DBI
use vars qw/ $VERSION /;# Version du script
$VERSION = '1.0';

# Paramètres de connexion à la base de données
my $bd  = 'pointage';
my $serveur = 'sqlxxx;

my $identifiant = 'xxx';
my $motdepasse  = '';


# Connexion à la base de données MySQL
my $dbh = DBI->connect( "dbi:x:dbname=$bd;host=$serveur;", $identifiant, 
$motdepasse )
  or die "Connexion impossible à la base de données $bd !";

# Insertion des données
my $requete_sql_pointage = <<"SQL";
  INSERT INTO pointage (  matricule, sect, type-pointage, ordre, temps_passe, 
date_pointage, nom )
  VALUES ( $owner, 'S760044', '2', $args{Ordre Byo}, $worked, $day/$mon/$yr 
$hr:$min:$sec, $user );
SQL

my $sth_pointage = $dbh->prepare($requete_sql_pointage) or die $dbh->errstr;

  $sth_pointage->execute( $owner, 'S760044', '2', $args{Ordre Byo}, $worked, 
$day/$mon/$yr $hr:$min:$sec, $user )
or die "Echec Requête $requete_sql_pointage : $DBI::errstr";


# Déconnexion de la base de données
$dbh->disconnect();



Can you tell me how can I do that ? And "extension RT-Authen-ExternalAuth", 
would be it work in my case ? I 've this extension in my RT for an other 
function and it works.





Thank you for your help.



Best regards,



Julien CAUNAN
Support Moyens De Tests
Av. Paul Gellos, BP 531 - 64105 - BAYONNE Cedex - FRANCE
julien.cau...@bmscircuits.com
Tél   : +33 (0)5 59 58 41 51
Mob :
Fax : +33 (0)5 59 58 57 01
www.bmscircuits.com
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Re: [rt-users] Size of the database.

[Darin Perusich]

While my RT installation is tiny, 1gb in comparison, and migrating from 
mysql to postgres was fairly straight forward. I used the rt-mysql2ps 
script at the time with success. I have migrated other databases ranging 
in size from 1gb and 20gb using py-mysql2pgsql with great success as 
well. You mileage may very but these are a few options to try.

http://wiki-archive.bestpractical.com/view/rt-mysql2pg
http://pypi.python.org/pypi/py-mysql2pgsql

On 10/19/2012 10:57 AM, Tim Cutts wrote:
>
> On 19 Oct 2012, at 15:40, Albert Shih  wrote:
>
>> Hi all,
>>
>> When I start RT I make a big mistake, I choose mysql as database (instead
>> postgresql). I loose the feature to search inside of the ticket. But well
>> it's the past.
>
> You can implement full text searches by using Sphinx.  It's a bit of a faff, 
> but it can be made to work.  I have it working here.  And presumably we'll be 
> able to do it without Sphinx once RT works properly with MySQL 5.6, so don't 
> despair.
>
>> I knwon it's very hard to change the database. As it's very hard to decide if
>> I should break everything and make a new RT+postgresql.
>>
>> What I understand more the size of the database grow up more it's better to
>> run postgresql instead of mysql.
>>
>> I would like to known what size of mysql do you have. From what size I
>> shouldn't use mysql ?
>>
>> When I say mysql I mean «one standard» not some clustering/load-balancing 
>> installation.
>
> I haven't seen a problem here yet, and I'm running MySQL 5.1 and Sphinx 2.0.5 
> on a VM with 16GB of RAM and 2 virtual CPUs.  Database size is 300,000 
> tickets, about 33GB on disk.  I run the RT web interface on a separate VM.
>
> Like you, I wish I'd chosen Postgres instead, but I've tried migrating and 
> it's just too painful.  I'm betting on MySQL 5.6 fixing a lot of the 
> performance issues, and giving us proper full text searches into the bargain. 
>  Fingers crossed.
>
> Tim
>

-- 
Darin Perusich
Email: darin.perus...@ctg.com
Office: 716-888-3690
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