[rt-users] query amount of timeworked BETWEEN 1st and Last day of the month
Hello,I hope I am able to explain what I want well enough for you to help me out. Many thanks in advance.I am running RT 4.2.1 on Ubuntu 12.04 and Mysql, with SLA, Captcha Extensions.What I want to achieve:Query RT for the amount of TimeWorked in a given month for a given queue.This query: Queue = 'Chase' AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' OR Status = 'resolved' ) AND TimeWorked 0gives me the data I want, but now I want to filter it down to work out how much TimeWorked accrued between a given set of date/times. E.g. between 1st of the Month at 0 oclock and the 30th of the month at 23.59 oclock.Please note that I DO NOT want any TicketCreated stuff. Some of our tickets run for VERY long periods of time, and they might accrue TImeWorked over a period of many months. I want to extract the TimeWOrked for a given month for all tickets regardless of status and creation date/time.Ultimately i hope to build a monthly dashboard that can easily report this.Many thanks for your help.Alex-- Alex Rhys-Hurn | ITworX LimitedP.O. Box 1649, 00502, Karen, KenyaTel: +254 (0) 20 2444824 | Cell: +254 (0) 724 972541Web: www.itworx.co.ke
[rt-users] RT4.2 TimeTaken TimeWorked what changed?
Hello,Please can somebody help me to understand in laymans terms what changed in 4.2 vis TimeTaken TimeWorked fields.Is it now enough for me to only query TImeWorked to get an accurate view of time?Many thanks,Alex-- Alex Rhys-Hurn | ITworX LimitedP.O. Box 1649, 00502, Karen, KenyaTel: +254 (0) 20 2444824 | Cell: +254 (0) 724 972541Web: www.itworx.co.ke
[rt-users] howto make a non-privileged user able to only view articles
Hello,Is it even possible to allow a non-privileged user to view only articles in a specific class?If so any pointers?Many thanks,Alex-- Alex Rhys-Hurn | ITworX LimitedP.O. Box 1649, 00502, Karen, KenyaTel: +254 (0) 20 2444824 | Cell: +254 (0) 724 972541Web: www.itworx.co.ke We're hiring! http://bestpractical.com/jobs
[rt-users] Help with Rich Text Editor
Hi Folks,I am following this: http://requesttracker.wikia.com/wiki/AddRichTextEditorToCustomFieldI first installed a brand new clean RT 4.0.5 instance on a new ubuntu 10.04 tunrkeylinux server. The procedure above worked perfectly, and now I have rich-text editing in my Articles. Thats my objective.So, I decided to deploy that on my production RT 4.0.2 instance. It doesnt work.I cannot get the CKEditor type box in my production setup.I have even upgraded RT to the same 4.0.5 version as the devel. box.So, each box has idenctical OS. MYSQL and RT installations. Why does this not work and how can I troubleshoot this?Help appreciated, many thanks,Alex-- Alex Rhys-Hurn | ITworX LimitedP.O. Box 1649, 00502, Karen, KenyaTel: +254 (0) 20 2444824 | Cell: +254 (0) 724 972541Web: www.itworx.co.ke
[rt-users] Rich Text Formatting in Articles Rt 4.0.2
Hello,When I create and reply to tickets in RT I have a small Icon I can click that gives me a nice menu bar that allows me to format text in the tickets nicely.can anyone tell me how to get the same feature in the articles feature?I find that my users are complaining, because they cant remember to do '''bold ''' wikitext formatting and they say they would prefer the menu bar.Any help appreciated, and thanks in advance,Alex-- Alex Rhys-Hurn | ITworX LimitedP.O. Box 1649, 00502, Karen, KenyaTel: +254 (0) 20 2444824 | Cell: +254 (0) 724 972541Web: www.itworx.co.ke
[rt-users] Query to usein dashboard for timeworked
Hello,I am really struggling with the query builder.I would like to build a query that is as follows:Works for a specific queue i.i. Queue = 'queuename'Applies to all activity in the queue since the 1st of the CURRENT calendar monthOutputs the total timeworked for the queue in that period.So, I should get output that says something like queue = queuenametimeworked (for all tickets, totalled) since 1st of current month = xx minutesI will then make a saved search and use a dashboard notification to send that around.Is what i am asking even possible?Many thanks, Alex-- Alex Rhys-Hurn | ITworX LimitedP.O. Box 1649, 00502, Karen, KenyaTel: +254 (0) 20 2444824 | Cell: +254 (0) 724 972541Web: www.itworx.co.ke
Re: [rt-users] Announcing RT-REST and RT-Jasper [was: RT and JasperReports Server Integration (got it working, anyone interested?)]
] [INFO] Error building POM (may not be this project's POM). Project ID: org.apache.maven.plugins:maven-resources-plugin POM Location: /root/.m2/repository/org/apache/maven/plugins/maven-resources-plugin/2.5/maven-resources-plugin-2.5.pom Reason: Not a v4.0.0 POM. for project org.apache.maven.plugins:maven-resources-plugin at /root/.m2/repository/org/apache/maven/plugins/maven-resources-plugin/2.5/maven-resources-plugin-2.5.pom [INFO] [INFO] For more information, run Maven with the -e switch [INFO] [INFO] Total time: 20 seconds [INFO] Finished at: Sat Apr 28 19:27:28 UTC 2012 [INFO] Final Memory: 3M/8M [INFO] - Original Message - From: Benjamin Boksa mailingli...@boksa.de To: Alex Rhys-Hurn a...@itworx.co.ke Sent: Saturday, 28 April, 2012 3:56:34 PM Subject: Re: [rt-users] Announcing RT-REST and RT-Jasper [was: RT and JasperReports Server Integration (got it working, anyone interested?)] Hi Alex, according to my monitoring system all servers are up and running. If have at least on report of a completely external user who was able to build RT-Jasper just fine. Please check that it isn't a problem on your side (maybe is is blocked because of the SSL cert used?). Also please check the URL in your browser. If that does not help I can send you the required file as an attachment to drop in you local maven repository. Hope that helps :-) Greetings from Cologne Benjamin Am 28.04.2012 um 12:11 schrieb Alex Rhys-Hurn: Hi Benjamin, I am having real troubles building the RT-Jasper. It seems a server is down: [WARNING] Unable to get resource 'de.boksa.maven.defaults:maven-default-pom:pom:0.1.0' from repository boksa-repository ( https://services.boksa.de/maven/repositories/boksa ): Error transferring file: Connection timed out Can you help with that? Thanks again, Alex - Original Message - From: Benjamin Boksa mailingli...@boksa.de To: rt-users rt-users@lists.bestpractical.com Sent: Friday, 27 April, 2012 2:09:58 PM Subject: Re: [rt-users] Announcing RT-REST and RT-Jasper [was: RT and JasperReports Server Integration (got it working, anyone interested?)] (Only sent out a private answer before, reposting to rt-users) Hi Alex, the cool thing about my integration toolkit is, that it does not use SQL at all. It uses the REST Interface (see Ticket Search) described here: http://requesttracker.wikia.com/wiki/REST Among other data you get the TimeWorked field already calculated ;-) The Queries used in Jasper are written in RTRIQL which itself is a superset of the Query Builder Query Language (which means you can use any Query Builder query from RT you already have). I have also updated the installation instructions on http://projects.boksa.de/RT-Jasper after some feedback (Thx Marco!). Looking forward to you feedback Benjamin Am 27.04.2012 um 12:09 schrieb Alex Rhys-Hurn: blockquote Dear Benjamin, Thanks for all the hard work. I have in fact played with Jasper and RT before. I gave up as the reports I was trying to generate were to do with time worked. RT seems to have two different places where time is recorded and calculated, and so querying the DB gets complicated. Does your integration of Jasper with RT make this clearer / easier? or do you have any example SQL queries for reporting on Time worked in RT? Thanks so much, Alex - Original Message - From: Benjamin Boksa mailingli...@boksa.de To: Albert Shih albert.s...@obspm.fr Cc: rt-users@lists.bestpractical.com Sent: Thursday, 26 April, 2012 10:59:37 PM Subject: Re: [rt-users] Announcing RT-REST and RT-Jasper [was: RT and JasperReports Server Integration (got it working, anyone interested?)] Hi Albert, you can generate any kind of reports supported by JasperReports Server. RT-Jasper provides the DataSource necessary to query RT for tickets (the ticket's data can be used in the reports). Regarding your questions: 1) See the private mail I sent you. 2) No. If you have further questions just let me know. Greetings from Cologne Benjamin Am 26.04.2012 um 21:28 schrieb Albert Shih: Le 22/04/2012 ? 19:11:23+0200, Benjamin Boksa a écrit Hi. it's done :-) I have setup two GitHub repositories to host everything you need to run you own RT an JasperReports Server integration: RT-REST: http://projects.boksa.de/RT-REST/ RT-REST is a Java class library to interact with RT: Request Tracker's REST Interface. RT-Jasper: http://projects.boksa.de/RT-Jasper/ RT-Jasper is a toolkit to integrate RT: Request Tracker as a queryable data source in JasperServer. Feel free to give the components a try and let me know
Re: [rt-users] Announcing RT-REST and RT-Jasper [was: RT and JasperReports Server Integration (got it working, anyone interested?)]
wow! Awesome. I am going to try this immediately. Thanks so much for the quick reply too. Alex - Original Message - From: Benjamin Boksa mailingli...@boksa.de To: Alex Rhys-Hurn a...@itworx.co.ke Sent: Friday, 27 April, 2012 1:24:03 PM Subject: Re: [rt-users] Announcing RT-REST and RT-Jasper [was: RT and JasperReports Server Integration (got it working, anyone interested?)] Hi Alex, the cool thing about my integration toolkit is, that it does not use SQL at all. It uses the REST Interface (see Ticket Search) described here: http://requesttracker.wikia.com/wiki/REST Among other data you get the TimeWorked field already calculated ;-) The Queries used in Jasper are written in RTRIQL which itself is a superset of the Query Builder Query Language (which means you can use any Query Builder query from RT you already have). Looking forward to you feedback Benjamin Am 27.04.2012 um 12:09 schrieb Alex Rhys-Hurn: Dear Benjamin, Thanks for all the hard work. I have in fact played with Jasper and RT before. I gave up as the reports I was trying to generate were to do with time worked. RT seems to have two different places where time is recorded and calculated, and so querying the DB gets complicated. Does your integration of Jasper with RT make this clearer / easier? or do you have any example SQL queries for reporting on Time worked in RT? Thanks so much, Alex - Original Message - From: Benjamin Boksa mailingli...@boksa.de To: Albert Shih albert.s...@obspm.fr Cc: rt-users@lists.bestpractical.com Sent: Thursday, 26 April, 2012 10:59:37 PM Subject: Re: [rt-users] Announcing RT-REST and RT-Jasper [was: RT and JasperReports Server Integration (got it working, anyone interested?)] Hi Albert, you can generate any kind of reports supported by JasperReports Server. RT-Jasper provides the DataSource necessary to query RT for tickets (the ticket's data can be used in the reports). Regarding your questions: 1) See the private mail I sent you. 2) No. If you have further questions just let me know. Greetings from Cologne Benjamin Am 26.04.2012 um 21:28 schrieb Albert Shih: Le 22/04/2012 ? 19:11:23+0200, Benjamin Boksa a écrit Hi. it's done :-) I have setup two GitHub repositories to host everything you need to run you own RT an JasperReports Server integration: RT-REST: http://projects.boksa.de/RT-REST/ RT-REST is a Java class library to interact with RT: Request Tracker's REST Interface. RT-Jasper: http://projects.boksa.de/RT-Jasper/ RT-Jasper is a toolkit to integrate RT: Request Tracker as a queryable data source in JasperServer. Feel free to give the components a try and let me know what you think :-) I have chosen to drop full installation instructions in favor of a demo system (see the RT-Jasper page for more information) and I assume you already have a RT installation to play with. To learn how to install JasperReports Server please refer to http://sourceforge.net/projects/jasperserver/files/JasperServer/JasperServer%204.5.0/JasperReports-Server-CP-Install-Guide.pdf/download . To help you with your questions I'll try to be around in #rt on irc.perl.org . I am really curious to see what you will say about my work and I hope there will be enough users using it to ensure a constant flow of great ideas and improvements. Enjoy the rest of your weekends :-) Big thanks for your works. Two questions before I spend lot of time to understand your works : 1/ What kind of reports can we have (I never heard of jasper, only the city in Canada ...;-) ). I didn't find your demo jasperserver ...:-( 2/ Is they are anything to modify on the RT server ? thanks again. 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: jeu 26 avr 2012 21:25:37 CEST
Re: [rt-users] RT 4.0.2 and SLA: Not clear about CF
Also I would like to be able to set a default SLA value for each queue, as my users are forgetting sometimes to choose correctly.When submitting tickets by email and web gui is makingthe correct SLA apply, but then what is the use of choosing an SLA valuein the CF?AlexFrom: "Alex Rhys-Hurn" a...@itworx.co.keTo: rt-users@lists.bestpractical.comSent: Friday, 7 October, 2011 10:40:41 AMSubject: [rt-users] RT 4.0.2 and SLA: Not clear about CFHello,We are using Rt 4.0.2 on Ubuntu 11.04 Virtual Machine. Everything is great so far.I have questions about RT:SLA, as I am not clear on a few things. Firstly, the following para from the SLA documentation states:"It's possible to define different set of levels for different queues.
You can create several CFs with the same name and different set of values.
But if you move tickets between queues a lot then it's going to be a problem and it's preferred to use ONE SLA custom field."We are setting different levels for different queues, and RT_Siteconfig has settings. See bottom of email for the config file.I have created values in the SLA CF that reflects the name of the SLA and Queues in the SiteConfig.Tickets are being created correctly with the SLA Terms. No problem there.My problem comes when an employee goes to update the custom fields page of a ticket, and if they update a CF Field other than the SLA field (and they ignore the SLA field), then SLA changes the ticket to an SLA of no_value, and then I get bogus due date info for that ticket.This is a real pain to ask employeed to be careful to make sure that SLA CF is checked and selected properly everytime.What am I doing wrong?Many thanks for your help.Alex %RT::ServiceAgreements = ( Default = 'default', QueueDefault = { 'General' = 'default', 'Antarc' = 'antarc', 'Beglinwoods' = 'beglinwoods', 'Chase' = 'chase', 'Mcc' = 'mcc', 'Vicbank' = 'vicbank', 'YRBrands' = 'yrbrands', }, Levels = { 'default' = { BusinessHours = 'default_hours', Response = { BusinessMinutes = 60*8*2 }, Resolve = { BusinessMinutes = 60*8*20 }, }, 'antarc' = { BusinessHours = 'antarc_hours', Response = { BusinessMinutes = 60*3 }, Resolve = { BusinessMinutes = 60*8*20 }, }, 'beglinwoods' = { BusinessHours = 'beglinwoods_hours', Response = { BusinessMinutes = 60*3 }, Resolve = { BusinessMinutes = 60*8*20 }, }, 'chase' = { BusinessHours = 'chase_hours', Response = { BusinessMinutes = 60*3 }, Resolve = { BusinessMinutes = 60*8*20 }, }, 'mcc' = { BusinessHours = 'mcc_hours', Response = { BusinessMinutes = 60*3 }, Resolve = { BusinessMinutes = 60*8*20 }, }, 'vicbank' = { BusinessHours = 'vicbank_hours', Response = { BusinessMinutes = 60*3 }, Resolve = { BusinessMinutes = 60*8*20 }, }, 'yrbrands' = { BusinessHours = 'yrbrands_hours', Response = { BusinessMinutes = 60*3 }, Resolve = { BusinessMinutes = 60*8*20 }, }, }, ); %RT::ServiceBusinessHours = ('default_hours' = { 0 = { Name = 'Sunday', Start = undef, End = undef }, 1 = { Name = 'Monday', Start = '09:00', End = '17:00' }, 2 = { Name = 'Tuesday', Start = '09:00', End = '17:00' }, 3 = { Name = 'Wednesday', Start = '09:00', End = '17:00' }, 4 = { Name = 'Thursday', Start = '09:00', End = '17:00' }, 5 = { Name = 'Friday', Start = '09:00', End = '17:00' }, 6 = { Name = 'Saturday', Start = '09:00', End = '13:00' } },'antarc_hours' = { 0 = { Name = 'Sunday', Start = undef, End = undef }, 1 = { Name = 'Monday', Start = '08:00', End = '19:00' }, 2 = { Name = 'Tuesday', Start = '08:00', End = '19:00' }, 3 = { Name = 'Wednesday', Start = '08:00', End = '19:00' }, 4 = { Name = 'Thursday', Start = '08:00', End = '19:00' }, 5 = { Name = 'Friday', Start = '08:00', End = '19:00' }, 6 = { Name = 'Saturday', Start = '08:00', End = '19:00' } },'beglinwoods_hours' = { 0 = { Name = 'Sunday', Start = undef, End = undef }, 1 = { Name = 'Monday', Start = '08:00', End = '19:00' }, 2 = { Name = 'Tuesday', Start = '08:00', End = '19:00' }, 3 = { Name = 'Wednesday', Start = '08:00', End = '19:00' }, 4 = { Name = 'Thursday', Start = '08:00', End = '19:00' }, 5 = { Name = 'Friday', Start = '08:00', End = '19:00' }, 6 = { Name = 'Saturday', Start = '08:00', End = '19:00' } },'chase_hours' = { 0 = { Name = 'Sunday', Start = undef, End = undef }, 1 = { Name = 'Monday', Start = '08:00', End = '19:00' }, 2 = { Name = 'Tuesday', Start = '08:00', End = '19:00' }, 3 = { Name = 'Wednesday', Start = '08:00', End = '19:00' }, 4 = { Name = 'Thursday', Start = '08:00', End = '19:00' }, 5 = { Name = 'Friday', Start = '08:00', End = '19:00' }, 6 = { Name = 'Saturday', Start = '08:00', End = '19:00' } },'mcc_hours' = { 0 = { Name = 'Sunday', Start = undef, End = undef }, 1 = { Name = 'Monday', Start = '08:00', End = '19:00' }, 2 = { Name = 'Tuesday', Start = '08:00', End = '19:00' }, 3 = { Name = 'Wednesday', Start = '08:00', End = '19:00' }, 4 = { Name = 'Thursday', Start = '08:00', End = '19:00' }, 5 = { Name = 'Friday', Start = '08:00', End = '19:00' }, 6 = { Name = 'Saturday', Start = '
[rt-users] show ticket history the other way round?
Hello,Is it possible to configure RT to show ticket history to show the most recent reply on a ticket at the top of the history instead of the bottom?The scrolling is getting crazyMany thanks,Alex-- Alex Rhys-Hurn | ITworX LimitedP.O. Box 1649, 00502, Karen, KenyaTel: +254 (0) 20 2444824 | Cell: +254 (0) 724 972541Web: www.itworx.co.ke This e-mail contains confidential information or information belonging to ITworX Limited and is intended solely for the addressees. The opinions therein, explicit or implied, are solely those of the author and do not necessarily represent those of ITworX Limited as a company. The unauthorized disclosure, use, dissemination or copying (either Whole or partial) of this e-mail, or any information it contains, is prohibited. E-mails are susceptible to alteration and their integrity cannot be guaranteed. ITworX Limited shall not be liable for this e-mail if modified or falsified. If you are not the intended recipient of this e-mail, please delete it immediately from your system and notify the sender of the wrong delivery and the e-mail deletion. RT Training Sessions (http://bestpractical.com/services/training.html) * 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] SOLVED: Captcha Extension on RT 4.0.2 fails to compile
Dear Kevin, Thank you for the fix. I can confirm that the compilation works perfectly. The Extension is also working correctly. Alex - Original Message - From: Kevin Falcone falc...@bestpractical.com To: rt-users@lists.bestpractical.com Sent: Monday, 29 August, 2011 4:57:20 PM Subject: Re: [rt-users] Captcha Extension on RT 4.0.2 fails to compile On Sun, Aug 28, 2011 at 10:43:36AM +0300, Alex Rhys-Hurn wrote: Hello everyone, I am trying to install the captcha extention on RT 4.0.2. I use these commands from the README file: perl Makefile.PL make make install But when I use the first command perl Makefile.PL I get the following output: RTIR 2.4 and newer needs RT 3.8.1 at least, you have 4.0.2 at Makefile.PL line 10, STDIN line 1. And then the second command make fails with: make: *** No targets specified and no makefile found. Stop. According to the Best Practical RT Extensions page the extension is supposed to work with RT 4.x Looks like the Makefile.PL had a bad version check. You can try the current version on github and see if my checkin this morning fixes it. https://github.com/bestpractical/rt-extension-captcha -kevin 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 This e-mail contains confidential information or information belonging to ITworX Limited and is intended solely for the addressees. The opinions therein, explicit or implied, are solely those of the author and do not necessarily represent those of ITworX Limited as a company. The unauthorized disclosure, use, dissemination or copying (either Whole or partial) of this e-mail, or any information it contains, is prohibited. E-mails are susceptible to alteration and their integrity cannot be guaranteed. ITworX Limited shall not be liable for this e-mail if modified or falsified. If you are not the intended recipient of this e-mail, please delete it immediately from your system and notify the sender of the wrong delivery and the e-mail deletion. 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] Captcha Extension on RT 4.0.2 fails to compile
Hello everyone,I am trying to install the captcha extention on RT 4.0.2.I use these commands from the README file: perl Makefile.PL make make installBut when I use the first command perl Makefile.PL I get the following output: RTIR 2.4 and newer needs RT 3.8.1 at least, you have 4.0.2 at Makefile.PL line 10, STDIN line 1.And then the second command make fails with: make: *** No targets specified and no makefile found. Stop.According to the Best Practical RT Extensions page the extension is supposed to work with RT 4.xWhat am I doing wrong?Many thanks in advance.Alex-- Alex Rhys-Hurn | ITworX LimitedP.O. Box 1649, 00502, Karen, KenyaTel: +254 (0) 20 2444824 | Cell: +254 (0) 724 972541Web: www.itworx.co.ke This e-mail contains confidential information or information belonging to ITworX Limited and is intended solely for the addressees. The opinions therein, explicit or implied, are solely those of the author and do not necessarily represent those of ITworX Limited as a company. The unauthorized disclosure, use, dissemination or copying (either Whole or partial) of this e-mail, or any information it contains, is prohibited. E-mails are susceptible to alteration and their integrity cannot be guaranteed. ITworX Limited shall not be liable for this e-mail if modified or falsified. If you are not the intended recipient of this e-mail, please delete it immediately from your system and notify the sender of the wrong delivery and the e-mail deletion. 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] RT_SiteConfig problems
Hello,I am trying to use RT_SiteConfig to setup some customizations.I have:Set($WebImagesURL, RT-Config-Get('WebPath') . "/NoAuth/images/");Set($LogoURL, RT-Config-Get('WebImagesURL') . "webmail_logo.png");Set($LogoImageHeight, 85);Set($LogoImageWidth, 184);Set there. Can anyone tell me what they are supposed to do? I cant see that they make any difference.I would like to see that any time bpslogo.png is called, that it is replaced with my logo. E.G. The footer.I see that they are properly loaded when I go to Configutation-Tools-System COnfiguration page.Many thanks,Alex-- Alex Rhys-Hurn | ITworX LimitedP.O. Box 1649, 00502, Karen, KenyaTel: +254 (0) 20 2444824 | Cell: +254 (0) 724 972541Web: www.itworx.co.ke
This e-mail contains confidential information or information belonging to ITworX Limited and is intended solely for the addressees. The opinions therein, explicit or implied, are solely those of the author and do not necessarily represent those of ITworX Limited as a company. The unauthorized disclosure, use, dissemination or copying (either Whole or partial) of this e-mail, or any information it contains, is prohibited. E-mails are susceptible to alteration and their integrity cannot be guaranteed. ITworX Limited shall not be liable for this e-mail if modified or falsified. If you are not the intended recipient of this e-mail, please delete it immediately from your system and notify the sender of the wrong delivery and the e-mail deletion.
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[rt-users] Rt 4.0.1 Time Report
Hello Folks,I am still a very new RT user, but I am now making progress.I need to generate reports on time so that we can manage billing to customers. Thereport that I need is a total time worked per queue with a breakdown of time worked per ticket.I have seen two tools that may help at this URL: http://requesttracker.wikia.com/wiki/Contributions TimeWorked - Display a report with total time worked per queue/per user TimeWorkedReport - Display a report with total time worked per user per ticket for one or more queues. These appear to only work with RT 3.6 - 3.8 and not 4.Can anybody confirm that these work with RT 4 and or propose another solution?Thank you very much.Alex-- Alex Rhys-Hurn | ITworX LimitedP.O. Box 1649, 00502, Karen, KenyaTel: +254 (0) 20 2444824 | Cell: +254 (0) 724 972541Web: www.itworx.co.ke This e-mail contains confidential information or information belonging to ITworX Limited and is intended solely for the addressees. The opinions therein, explicit or implied, are solely those of the author and do not necessarily represent those of ITworX Limited as a company. The unauthorized disclosure, use, dissemination or copying (either Whole or partial) of this e-mail, or any information it contains, is prohibited. E-mails are susceptible to alteration and their integrity cannot be guaranteed. ITworX Limited shall not be liable for this e-mail if modified or falsified. If you are not the intended recipient of this e-mail, please delete it immediately from your system and notify the sender of the wrong delivery and the e-mail deletion. 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] Tuning RT4
Hello... I am a brand new RT user. This is my first post. We are network people and dont know much about apache and web server tuning and so forth. (learning fast). But, the first trial install of RT that I made using Rt 3.8 using the Ubuntu packages on an Ubuntu 10.04 virtual machine with 1gb ram was super fast. Having reviewed RT on that platform, I decided to commit to RT, and made an install of RT 4.0.1 on a fresh but identical Ubuntu 10.04 virtual machine, using Apache2 and mod_perl. The RT 4.0.1 is very sluggish compared to the 3.8 version. My RT installs have only the general queue and 5 or 10 tickets as I am just in the trial stage. The web UI is Very slow in 4.0.1. The php.info and other apache status pages, and webmin that I have running on this machine are superfast, so I point to RT as being the culprit. Can anyone help me troubleshoot this? Thanks, Alex Techy details about my install: OS: Ubuntu 10.04 vsphere 4.1 esxi virtual machine, 1gb ram, 1cpu, 20gb disk thin provisioned. Apache: Server Version: Apache/2.2.14 (Ubuntu) PHP/5.3.2-1ubuntu4.9 with Suhosin-Patch mod_python/3.3.1 Python/2.6.5 mod_ssl/2.2.14 OpenSSL/0.9.8k mod_perl/2.0.4 Perl/v5.10.1 PHP: PHP Version 5.3.2-1ubuntu4.9 MySQL: mysql Ver 14.14 Distrib 5.1.41, for debian-linux-gnu (i486) using readline 6.1 - Innodb enabled and set to default Perl: v5.10.1 (*) RT: 4.0.1 Contents of RT_SiteConfig # You must restart your webserver after making changes to this file. Set($rtname, 'ITworX Limited'); Set($Organization, 'rt.itworx.co.ke'); Set($Timezone, 'AFRICA/Nairobi'); Set($WebDomain, 'rt.itworx.co.ke'); Set($WebBaseURL, 'https://rt.itworx.co.ke'); Set($WebPath, ''); Set($WebPort, 443); Set($OwnerEmail, a...@itworx.co.ke); Set($CorrespondAddress, 'supp...@itworx.co.ke'); Set($CommentAddress, 'supp...@itworx.co.ke'); Set($SendmailArguments, -oi -t); # Logging Set($LogToSyslog, ''); Set($LogToFile, 'debug'); Set($LogDir, '/opt/rt4/var/log'); Set($LogToFileNamed, rt-debug.log); Contents of Apache virtual host entry VirtualHost *:443 SSLEngine on SSLCertificateFile /etc/ssl/certs/cert.pem ServerAdmin ad...@itworx.co.ke DocumentRoot /opt/rt4/share/html AddDefaultCharset UTF-8 Location / Order allow,deny Allow from all SetHandler modperl SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server /Location Perl use Plack::Handler::Apache2; Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); /Perl /VirtualHost - Original Message - From: Adam Thompson athom...@athompso.net To: john s. firesk...@gmx.de, rt-users@lists.bestpractical.com Sent: Monday, 25 July, 2011 7:34:27 PM Subject: Re: [rt-users] Tuning RT4 I can't speak for the dev team, but I have noticed a distinct trend: Apache+mod_perl is very slow with RT4.0. Lighttpd+FCGI is fast with RT4.0. Standalone PSGI is really fast with RT4.0 (but not very scalable unless you know what you're doing). I haven't tested Apache with anything other than mod_perl, so I don't know if it's Apache-specific or mod_perl-specific. Most of the speed problems I've seen posted here are with RHEL/CentOS/SL stock httpd mod_perl installs, so it's also possible the problem is OS-specific. (And yes, I have a ticket open to try to narrow this down; unfortunately I haven't had time to keep following up on it.) -Adam Thompson athom...@athompso.net 2011 Training: http://bestpractical.com/services/training.html This e-mail contains confidential information or information belonging to ITworX Limited and is intended solely for the addressees. The opinions therein, explicit or implied, are solely those of the author and do not necessarily represent those of ITworX Limited as a company. The unauthorized disclosure, use, dissemination or copying (either Whole or partial) of this e-mail, or any information it contains, is prohibited. E-mails are susceptible to alteration and their integrity cannot be guaranteed. ITworX Limited shall not be liable for this e-mail if modified or falsified. If you are not the intended recipient of this e-mail, please delete it immediately from your system and notify the sender of the wrong delivery and the e-mail deletion. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Tuning RT4
Dear Kevin, Thank you for the input. I have found my problem. Its a real rookie mistake, so I apologise for wasting your time. You mentioned that 1gb ram wasnt enough (I thought it would be for my 2 user test platform), so since its virtual, I went over to increase the ram. Guess what! It was set to 256meg Ouch! Sorry about that. Alex - Original Message - From: Kevin Falcone falc...@bestpractical.com To: rt-users@lists.bestpractical.com Sent: Monday, 25 July, 2011 8:20:03 PM Subject: Re: [rt-users] Tuning RT4 On Mon, Jul 25, 2011 at 07:54:54PM +0300, Alex Rhys-Hurn wrote: The php.info and other apache status pages, and webmin that I have running on this machine are superfast, so I point to RT as being the culprit. php.info and the apache status pages are not actually performance tests since they just dump information to the page without doing any performance tweaking. 1G of ram for web + database is a tight fit. Please see my earlier posts in the thread for a link to a ticket with a way to get more information about your apache config. Also, running with MasonX::Profiler (as documented in the config) will provide information about what is really taking time. -kevin 2011 Training: http://bestpractical.com/services/training.html This e-mail contains confidential information or information belonging to ITworX Limited and is intended solely for the addressees. The opinions therein, explicit or implied, are solely those of the author and do not necessarily represent those of ITworX Limited as a company. The unauthorized disclosure, use, dissemination or copying (either Whole or partial) of this e-mail, or any information it contains, is prohibited. E-mails are susceptible to alteration and their integrity cannot be guaranteed. ITworX Limited shall not be liable for this e-mail if modified or falsified. If you are not the intended recipient of this e-mail, please delete it immediately from your system and notify the sender of the wrong delivery and the e-mail deletion. 2011 Training: http://bestpractical.com/services/training.html
