Re: [rt-users] RT Intergration with Vendor ticketing?
On 02/21/2011 04:59 PM, Mark Farver wrote:
> Anyone have a good solution for managing vendor tickets alongside my
> internal tickets? This is very custom, I know, but I'm wondering if
> anyone has experiences to share.
I did the following to address this exact issue:
In my Correspondence template, I added:
RT-Attach-Message: yes
Reply-To: ticket{$Ticket->id}@vmydomain.com <
Then used my email gateway to forward all mail so addressed to a
specific user whose procmailrc file looks like this:
#
# This procmail script is used to redirect emails addressed to
# ticketn...@mydomain.com into RT. It does so by extracting the
# portion of the email address and changing that into an
# appropriate subject.
#
# This script must live in $HOME/.procmailrc
#
VERBOSE=yes
LOGFILE=/tmp/ticket2rc.log
LOGFILE=
LOGABSTRACT=yes
SEDSCRIPT='s/^.*ticket\([0-9]*\)\@mydomain.com.*/\1/i'
TICKETID=`formail -xResent-To: -xTo: -xCc: -xBcc: | grep ticket[0-9]* |
sed -e $SEDSCRIPT | head -n1`
SUBJECT=`formail -xSubject: | sed -e 's/\[mydomain.com #[0-9]*\]//g'`
:0
{
:0
| formail -i "To: it-supp...@mydomain.com" -i "Subject:
[mydomain.com #${TICKETID}] $SUBJECT" \
|/bin/sed -f /etc/smrsh/rtstrip.sed \
|/etc/smrsh/rt-mailgate --queue IT_support --action
correspond --url http://rt/rt/
}
With this configuration I create my ticket in RT, citing their email
address as a CC recipient. Their replies are then directed back to the
ticket. I've been doing this for about three years with great success.
Barry
Re: [rt-users] SOLVED postgres 9.2.1, RT 4.0.5 - RT couldn't connect to database
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 On 10/17/2012 10:26 AM, Mike James wrote: > I'm no expert with SELinux - but I agree this is the better answer. > I'll see if I can figure out how to do it. Thx. I believe you're going to need to set one or more of the selinux booleans. Try: setsebool httpd_can_network_connect_db true If that fixes the problem, then to make that persist across boots do: setsebool -P httpd_can_network_connect_db true You may also need to set httpd_can_network_connect to true as well. Barry -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.5 (GNU/Linux) iD8DBQFQfyZ3CFu3bIiwtTARArYdAJ0QyPLXShjOZxJkX4DRqCJjkz92swCeKyAG jdH7TO/xm7HqynwG4W7YlAA= =eYYK -END PGP SIGNATURE- Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] RT in one company sending to RT in another
I have an interesting problem. One of my vendors uses RT, as do I. When I send a request to the vendor, I do so through my instance of RT, putting myself (or whatever employee made the verbal request to me) as the requester and the vendor's mailgate address as a CC:. The vendor gets a ticket generated in his queue as expected, but I get no "Thank you for contacting" message from his machine giving me his ticket number. E-mails that I send to his mailgate from outside of RT are answered instantly, returning the On Create message like I expect. Any subsequent correspondence from him (through his RT) triggers a copy sent into my RT ticket, and I can send replies back through my RT to his instance. Something is obviously amiss here -- his RT instance seems to become somewhat befuddled by my ticket's "[myexampledomain.com #] subject." Something in the "On Create trigger" is not working as expected. Before I start digging into the source (and I'm no Perl guru) to figure out why this is, can anyone offer the reason? Thank you for your suggestions. Barry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] RT in one company sending to RT in another
Jesse Vincent wrote: What versions of RT? What address are you sending from? I suspect some of the "stop painful loops" behaviour is hurting you. Hi Jesse, thanks for the reply. My version is 3.4.5. His version is 3.4.4. My mailgate address is [EMAIL PROTECTED] His mailgate address is [EMAIL PROTECTED] Thus, I add [EMAIL PROTECTED] as a CC address. Barry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Obtaining the first Attachment in a scrip
I use DSPAM to catch SPAM coming through my e-mail server. DSPAM
"learns" what SPAM looks like by example -- you tell it what is SPAM and
what is HAM. DSPAM tags each email with an ID that lets it reverse
entries. Any time you receive an email that has been misclassified you
can send it back to DSPAM and it will learn from its mistakes.
That said, I get email to some of my RT queues that are SPAM. DSPAM has
them classified as good, and I want an easy way for my users to be able
to ship them back for reclassification. The way I thought about doing
that was by making a simple "SPAM" queue, then instructing my users to
simply altering the queue of a misclassified messages to Spam. In the
scrips section of my Spam queue I want to use "On Queue Change" to
notify the AdminCC (which is a bogus user with an email adress that will
route back to DSPAM). My problem is that I need the original
attachment, so $Transaction->Content will not fit the bill. To do that,
I need the first attachment.
I created a template called FirstAttachment that contains only the
following code:
{$self->TransactionObj->Attachments->First->Content}
which from my Googling and searching through the mailing list would seem
to return what I want. Instead of an email being sent, nothing is. If
I choose a different template then the expected email gets sent.
Is the code I listed above what I'm looking for? e.g. Should this
return the first attachment (the original email) of my ticket?
Thanks in advance for your assistance.
Barry
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Re: [rt-users] Obtaining the first Attachment in a scrip (SOLVED)
I know it's bad form to reply to yourself, but I stole some code from
http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail,
changing it to the template:
RT-Attach-Message: yes
{
my $resolution_comment;
my $Transactions = $Ticket->Transactions;
$Transactions->Limit( FIELD => 'Type', VALUE => 'Create' );
my $CommentObj = $Transactions->First;
if( $CommentObj && $CommentObj->id ) {
$resolution_comment = $CommentObj->Content;
}
$resolution_comment;
}
and that (pardon the pun) was the ticket...
Further investigation on the wiki give me what may be an even easier
solution:
{ $Ticket->Transactions->First->Content; }
I didn't try it, though.
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[rt-users] Wiki spam criteria -- how do I fix items marked as spam that aren'?
There are multiple links in the Wiki that are displayed as: spam://url.to-legit-site-here.com that I don't believe are spam. The URL, when corrected, seems to be legitimate. I've been rolling back defiled pages when I come across them, but I've yet figured out a way to get the "spam" tag removed from the page. An example is on the contributions page, under "extensions". Look at: statdump/statcrond No matter how I enter the link the thing is still gets labeled as "Spam" upon display. What's the trick to this? Barry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] Setting Status to Open via Template
Ben Blakely wrote:
> Hello All,
>
>
>
> I have an update owner change template, but would like to put a line in
> there to set the status of the ticket to open. Can someone let me know
> how this can be done.
>
Damn! Can the list administrator please add a "reply-to" address for
this mailing list so that clicking on "Reply" sends to the list and not
to the sender?! This is my second reply that got sent the wrong
direction. Thanks...
I replied to Ben with:
I think something like this will accomplish what you want, if you embed
it in your template:
{$Ticket->SetStatus('open');}
And he replied to me that it worked fine for him.
Barry
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Re: [rt-users] Setting Status to Open via Template
Schultz, Eric wrote: > The short answer is "no". The long answer is > http://www.unicom.com/pw/reply-to-harmful.html. At least that has been > the response in the past, and I, for one, want to keep it that way. Well, I have been on the net long before the advent of the world-wide-wait and all I can say is, who says you can't teach an old dog a new trick? That was a good article, thanks for the link. I'm using Thunderbird and didn't see the "CC:" heading until I asked TBird to show all headers. Duh!!! . I've been so conditioned by the tons of lists for which I simply click "Reply" that I completely neglected the "Reply to all" button, which would have done what I wanted in the first place. Between that and the fact that I had TBird set to truncate headers, I missed the obvious solution. Forget I even mentioned the "Reply-to" request. I'll sit down and shut up now. Barry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] Grabbing CF's from ticket
Ben Blakely wrote:
> I have a ticket queue with a bunch of CF's wrapped around it. What im
> trying to do is, on creation of that ticket, I want to dump all the
> custom field values into the email using a template that creates an
> approval ticket. All that stuff is done, but im not to sure how to grab
> the values from the cf's and put them into the approval ticket.
I use this code, which is simply code I pulled from the RT wiki site:
{ my $values = $Ticket->CustomFieldValues('Vendor Ref Num');
my $OUTPUT;
while ( my $value = $values->Next ) {
$OUTPUT .= "Your reference number: ";
$OUTPUT .= $value->Content;
$OUTPUT .= "\n";
}
$OUTPUT;
}
In my case there can be multiple vendor reference number so I put them
into the e-mail one per line. I put this code into a custom
correspondence template.
Barry
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Re: [rt-users] Hide email quoted text
John Lau wrote: > Hi, > > I have a problem that the client always reply email when quoted text. > But the quoted text is actually stored in the ticket so that it is > duplicated. Is there any settings/functions to hide those quoted text, > like gmail does? It would be a useful feature I think. Hi John. I agree with you concerning the duplicate text. I have tried encouraging the users to properly trim email (not only to RT but to everyone) but most just hit the "reply" button and start typing. One solution that I have been considering is having the quoted text pulled out of the email before delivery to RT. I can do that via a simple procmail script. Perhaps that might be one way of doing what you are trying to accomplish without having to do any customizations to your RT installation. Barry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Search on merged ticket differs between 3.4.5 & 3.6.0
We recently upgraded our RT instance from 3.4.5 to 3.6.0. The new version is really great and I like the fact that the front page can now be customized so very easily. There is one thing that has changed, and that's the behaviour of RT when dealing with merged tickets. Let's say I have two tickets: 100 & 200. I merge 100 into 200. In 3.4.5 I could type either ticket number into the search box and bring up ticket 200. In 3.6.0 I can only access ticket 200. Trying 100 in the search box returns "0 tickets found". If I use rt-mailgate and send an e-mail with a subject of [mydomain.com #100] the transaction is properly appended to ticket 200, so there is no problem along those lines. Is this "working as designed" or has something gone awry between the two versions? Barry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] filtering by hostmask best done with scrip?
Cristobal Palmer wrote: > Am I correct in thinking that this is best done with a scrip and not > in postfix? (I'd like to have an RT admin who doesn't touch the > configs of the box in question). Hi Cristobal. To be honest, I'd lean towards using Postfix to take care of this, given the specifications you put forth (one client per queue, relatively static list of clients, and so forth.) Putting this kind of check is dead-easy, and the best part is that you can have Postfix reject the email before you even have to waste one CPU cycle processing it through RT. And since you're probably already touching Postfix to handle the rt-mailgate commands, it's not like you'd be adding a whole new realm to the administrative work. Barry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] Search on merged ticket differs between 3.4.5 & 3.6.0
Les Mikesell wrote: > On Mon, 2006-07-17 at 17:27, Kenneth Crocker wrote: > So what is the appropriate response for someone who has gotten > an email with the original number and wants to follow up but > someone else has merged it? How does that person referring > to #100 catch up? Merging it usually doesn't make the problem > go away. Hi Les. That is my EXACT problem. We have some queues where the admins get paged with a ticket. Let's say that ticket #200 is created and the admins get paged. One of them decides that 200 needs to be merged into 100 (for whatever reason). The other admins look at the queue, can't find 200 anymore and have no idea what happened to it. Was it deleted? Was it merged? All they end up doing it wasting time trying to find 200. I suppose I could write a scrip to send a notification when a ticket is merged, but then I'd have to listen to the complaints of excessive pages. Oh well, you win some and you lose some. Barry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] bugreport rt 3.6: search in merged tickets
Jesse Vincent wrote: > It should be the case that searching for the old ticket number will get > you the new ticket. Hi Jesse. I started a thread about this very thing. When you say "searching for the old ticket number" do you mean in the search box at the top? If so, then no, the ticket does not come up. The example I used was this: Say I have an existing ticket, #100. Some time later someone else opens a new ticket (#200) that we determine to be the same thing as #100, so we merge 200 back into 100. In 3.4.5 we could key 200 or 100 into the search box and get the information. In 3.6.0, we can only key 100 to get to the ticket. Is that working as designed? Thanks! Barry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Mojo for Callback placement?
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Hash: SHA1
I use RTCRON to escalate the priority of tickets. A nasty byproduct of
this package is a long list of transactions in a given ticket's history.
I want to eliminate "Set" "Priority" transactions from a ticket's
history when displaying the ticket.
I found the file where the history is created:
/opt/rt3/share/html/Ticket/Elements/ShowHistory
and within that file found the appropriate area with a callback:
while ( my $Transaction = $Transactions->Next ) {
my $skip = 0;
$m->comp( '/Elements/Callback',
_CallbackName => 'SkipTransaction',
Transaction => $Transaction,
skip => \$skip,
%ARGS );
next if $skip;
$i++;
So what I want is to create a callback that returns a "0" if the
transaction is to be displayed, or a "1" if it is to be skipped. (I'm
essentially wanting to rid myself of "Set" "Priority" transactions from
the output.
Now here is the part I'm finding difficult to grok... given the path
shown above, where do I create the code for the callback? I assume that
the end of the path would be:
[something here]../Ticket/Elements/ShowHistory/SkipTransaction
but I'm unclear what the first part of that path is.
While the "RT Essentials" book has been an extraordinary resource for
working with RT, it doesn't seem to cover Callbacks at all. The wiki
offers some suggestions but I'm still unclear. I've tried a couple of
different locations but I'm shooting in the dark, without success.
To sum this all up, what would the fully qualified name of the file
containing the callback code be?
Thanks very much in advance for your help.
Barry
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Re: [rt-users] Mojo for Callback placement?
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Jesse Vincent wrote: > > Grab a copy of RTIR 2.0. It should have a callback that does this to > learn from. Hi Jesse. I can't seem to find 2.0 on the site. The newest that I could find was rtir-20060309 which contains RTIR 1.9. Checking down through I could only find one "Callbacks" directory which contained a one-liner. Did I overlook the link on the site or do I need to obtain it with CVS or SVN? Thanks Barry -BEGIN PGP SIGNATURE- Version: GnuPG v1.2.6 (GNU/Linux) iD8DBQFFLVV5CFu3bIiwtTARAn1fAJ9JtHn8o72+ePVNlVZRB3lt91W6HACeN6ZA 3fc7jBkaAjCswCHCfZ+1ObQ= =Xpnf -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Mojo for Callback placement?
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Jason A. Diegmueller wrote: > Barry, RT Fans-- > > While I'm not a user of RTIR, it looks like there is a 2.0-TESTING > branch in BP's SVN: > [spaceball1:jdiegmueller] [/tmp] # svn ls > svn://svn.bestpractical.com/rtir/branches > 1.1-TESTING/ > 1.9-EXPERIMENTAL/ 2.0-TESTING/ > 2.1-EXPERIMENTAL/ > > Hope this is it. :) JD... Thanks very much. 2.0 was in there and it was exactly what I needed. Jesse... Thank you very much. The callbacks that are included with that are going to be great for learning how to create not only what I wanted to accomplish immediately but will be great for later uses, too. I recommend that anyone wanting to learn how to write callbacks pull this information down. Thanks again guys! Barry -BEGIN PGP SIGNATURE- Version: GnuPG v1.2.6 (GNU/Linux) iD8DBQFFLbbmCFu3bIiwtTARAiQ2AJ9u14DRqR+UvJTfKX1SLNXgnYU9xACeLxiS 8EP2RfKnZioQ4hj0jLmp5Ao= =X1an -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Callback Ticket/ShowHistory/SkipTransaction gives 'return 1; '
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Thanks to all who have assisted me in getting started with callbacks.
While I understand the principle by which the mechanism works, I'm not
getting what I expect, at all. I'm running this on RT 3.6.1.
My callback code is called from Ticket/ShowHistory:
while ( my $Transaction = $Transactions->Next ) {
my $skip = 0;
$m->comp( '/Elements/Callback',
_CallbackName => 'SkipTransaction',
Transaction => $Transaction,
skip => \$skip,
%ARGS );
next if $skip;
$i++;
The callback code has been placed in the file
'/opt/rt3/local/html/Callbacks/MyCallbacks/Ticket/Elements/ShowHistory/SkipTransaction'
and the web server restarted. To ensure I'm on the right track, I copied
SkipTransaction from RTIR and altered it so that presumably, I should be
skipping all history transactions:
<%INIT>
# Set $skip to 1 if transaction matches criteria
# $skip is passed by reference
return $$skip = 1;
<%ARGS>
$skip => undef
$Transaction => undef
When I look at any ticket, I get
return 1;
..First transaction on the ticket .
return 1;
..Next transaction on the ticket .
[etc]
What I would expect is that there would be no history transactions
displayed. In fact, if I boil the code down to:
<%INIT>
I still get that result. It I copy the SkipTransaction code from RTIR
verbatim get that result. I have been looking over all of the callback
code that I can find on the web and see nothing that gives me any clue.
Obviously, the callback mechanism works well and the problem is my lack
of knowledge on this topic. What am I missing here?
Thanks very much!
Barry
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Re: [rt-users] Callback Ticket/ShowHistory/SkipTransaction gives'return 1; '
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Stephen Turner wrote: > > Barry, > > Perhaps your mason cache needs to be cleaned out? The only way I can see > that you would get that result is if the SkipTransaction callback was this: > > return 1; > <%ARGS> > $skip => undef > $Transaction => undef > > > Did you have something like that in an earlier iteration? Incidentally, you > don't need to return a value here, just set $$skip. Hi Steve. That's kind of what I gathered. If I'm getting this right, anything between <%INIT> and is executed as code. Anything outside of these tags is sent to the browser stream. As a test, I tried putting a "Hello, World" where you have the "return 1" but did not get it in the output. So that leads me to believe that you may be right, it may be a mason cache thing. I'll try clearing that and see what happens. Thanks for the reply! Barry -BEGIN PGP SIGNATURE- Version: GnuPG v1.2.6 (GNU/Linux) iD8DBQFFLmGnCFu3bIiwtTARApp+AKCez5wwc68h8LjRowNVb7PEXROu7wCgl8al MDWY9+kU/IMUtH+ZJGrLDdc= =vDaI -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Callback Ticket/ShowHistory/SkipTransaction gives'return 1; '
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Stephen Turner wrote:
> Barry,
>
> If this isn't a production system, there's a config setting
> (RT_SiteConfig.pm) that should allow mason component changes to be effective
> instantly, without web server restart or cache clearing:
>
> Set($DevelMode => '1');
>
> Makes development a little less tiresome. It apparently slows things down a
> little so you want to make sure this is turned off in your production
> systems.
>
That was the problem Steve. Thanks very much! My final code is this:
<%INIT>
# Set $skip to 1 if transaction matches criteria
# $skip is passed by reference
# get out of here asap
unless ( $Transaction->Field eq 'Priority' && $Transaction->Type eq 'Set') {
return $$skip = 0;
}
$$skip = 1;
<%ARGS>
$skip => undef
$Transaction => undef
and now I don't have to look at any more "Set Priority" messages, which
is just what I wanted.
I really appreciate your help.
Barry
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Re: [rt-users] One requirement for RT notifications
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Odhiambo WASHINGTON wrote:
> * On 22/10/06 12:54 -0400, Barry L. Kline wrote:
> | -BEGIN PGP SIGNED MESSAGE-
> | Hash: SHA1
> |
> | Odhiambo Washington wrote:
> | > Hello All,
> | >
> | > I need to implement a request my users have raised regarding RT.
> | > These are mainly to do with scrips, templates and display.
> | > My RT instance has been running so smoothly that my grasp of these
> | > things has somehow faded ;)
> | >
> | [snip]
> | >
> | > This transaction appears to have no content
> | >
> | >
> | >
> | > My scrip for this is:
> | >
> | > On Owner Change Notify Owner with template Transaction
> | >
> | > My "Transaction" template has a last line: {$Transaction->Content()}
> | >
> | >
> | > Q: Why could it be failing to pull the ticket content?
> |
> | I'm no expert, but I believe it's because the $Transaction object refers
> | to the transaction where the owner was changed. The Content() of this
> | transaction is empty. What you need to do is retrieve the ticket object
> | that this transaction refers to and pull its content.
>
>
> Hi Barry,
>
> Your explanation seems very correct!
> Do you have any pointers how I can achieve that though?
>
I'm afraid not. As I said, I'm no expert on this. You can find out
some more by studying the various templates in the software itself, or
by looking at the wiki: http://wiki.bestpractical.com
Barr
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Re: [rt-users] Please help: RT3.4.4 running really slow
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 don garbage wrote: > Where should I start trying to track this down? Is there a log file I > should look at? > > Please help, > Don What are the hardware specs on this Ubuntu machine? CPU, Memory and disk I/O (e.g. IDE, SATA or SCSI) What does the "top" command show -- anything bubble to the top as being particularly bad. Is this a new install that works poorly, or is it a working machine that has been slowly degrading? Barry -BEGIN PGP SIGNATURE- Version: GnuPG v1.2.6 (GNU/Linux) iD8DBQFFRjNyCFu3bIiwtTARAmQWAKCi31QN18pwBd426VQLeYFQQjBzBwCfTo1p k+axUv7Xf7uzq0IaGQXm3pQ= =XqYh -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Please help: RT3.4.4 running really slow
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 don garbage wrote: > Barry, > > Thanks so much for the fast response. > > The machine has 1GB of RAM, 200 GB SATA hard drive, 2.8GHZ dual core > pentium. > > My Ubuntu machine is very lightly loaded (nothing of note taking up > resources from running top command). When trying to load a page > (clicking on an open ticket for example), apache2 and postmaster show up > briefly at the beginning of the list for top then they disappear. 9 out > of 10 times, the page never fully loads. All that is shown the Best > Practical banner at the top of the page and the progress bars shows > about 1/3 has loaded. > > This is a new install of RT that works poorly. > > I'd appreciate any further help you could offer. > > Thanks, > Don > Are you seeing any errors show up in the Apache logs? I'm not familiar with where Ubuntu puts it, but I'd look for /var/log/httpd/error_log. If something pukes while Apache is processing it you'll get the kind of problem you're describing and if you're lucky you'll find something in the log to indicate what it is. Barry -BEGIN PGP SIGNATURE- Version: GnuPG v1.2.6 (GNU/Linux) iD8DBQFFRklzCFu3bIiwtTARAhJ1AJ48ojmMgTEkfE04Br9XMmTmh9oMCQCgpgR/ /O18hEo9PvrugVt0awsWV/U= =iGs4 -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Please help: RT3.4.4 running really slow
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Ryan Fox wrote: > This is a new install of RT that works poorly. > > Certainly these are adequate machine specs. If other network transfers > between this machine and the clients are behaving poorly, I'd guess > something network level, like duplex mismatch or flaky cable. > > If other transfers are ok, I'd try to verify if other web pages/apps run > from the same server also have problems. If so, look at apache > error_log and see if something like mod_gzip is causing problems. > > If it is only RT that is having this problem, well, hm, I'd be surprised. :) > > What version of apache/php/postgres is this on? > > Ryan These was going to be my next set of questions. Which Ubuntu are you using? I use CentOS 4.4 for this purpose and have never had any problems like this. If you tell me the Ubuntu version I'll compare its specs of apache/php/postgres with my installations, just to see how they compare. Barry -BEGIN PGP SIGNATURE- Version: GnuPG v1.2.6 (GNU/Linux) iD8DBQFFRl75CFu3bIiwtTARAs3cAJ9y8tj8NZIDm2oFu+eTz0b3o0onXQCcCnu3 eYbnS0v1bLh9TJq+YhZnIa8= =xanY -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Please help: RT3.4.4 running really slow
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 don garbage wrote: > apache2 version info: > Apache/2.0.55 (Ubuntu) mod_ssl/2.0.55 OpenSSL/0.9.8a mod_perl/2.0.2 > Perl/v5.8.7 > php version info: > php is not installed on the machine (does RT require php?) > postgres version: 7.4 > No, RT does not require PHP. Your machine should surely be up to this task. Here are some more questions: Did you install mod_fastcgi? Would you please post the contents of your httpd.conf file, without comments. Use: grep -v '^#' /etc/httpd/conf/httpd.conf | \ grep -v '^$' > /tmp/httpd.conf.clean to create a cleaned file, then post it. Also, could you post your /opt/rt3/etc/RT_SiteConfig.pm file, too? You can do the same as above for that file (to remove comments)... You might want to obfuscate the database password & host info before posting... Barry -BEGIN PGP SIGNATURE- Version: GnuPG v1.2.6 (GNU/Linux) iD4DBQFFRnTBCFu3bIiwtTARAk3xAJj/bOJKm6Q6FdDE+skYWLQ331JIAJ4r2JCX J7UAowwRFv2P51ewLK6sZQ== =nAPU -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Please help: RT3.4.4 running really slow
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 don garbage wrote: > Hi all, > > The problem continues and my users are becoming very impatient with me. > > Can someone lend a hand? Please refer to this email thread for the > problem I'm having. > > Thanks, > Don Hi Don. I did reply to you a couple of days ago (sent private email because I accidentally "replied" instead of "reply all"). My reply was: > Sorry Don. I missed your post. > > You asked, "mod_fastcgi is not installed. Should it be?" > > The answer is YES. You want something to accelerate the Perl code. > Without it Apache has to spawn a process, run the Perl interpreter, then > execute the code. This takes time and can make an otherwise snappy > application seem like a dog. Sound familiar? > > With mod_fastcgi you'll have the interpreter always warmed up and ready > in the bullpen. Calls from the webserver to execute some Perl code > won't be delayed while the process sets up, so your users will be > waiting only for the code to execute, which is generally quite fast. > > I don't know anything about Ubuntu and how they lay things out, or even > which package manager they use. Our internal docs describe our setup > for RT on CentOS 4 (A respin of RHEL). I'd be happy to send you our > instructions but you'd have to adapt them to Ubuntu. The difficulties > you'd have doing that depend on your Linux admin skills. > > Barry So, have you installed fastcgi yet and I missed your post? Barry -BEGIN PGP SIGNATURE- Version: GnuPG v1.2.6 (GNU/Linux) iD8DBQFFUKpyCFu3bIiwtTARAs2JAJ405mQc7jtm4/JgmQz75NIlvHkPUwCfT5UR Bk8M+nIiO9DCrrvFMKheTAM= =ZAJl -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Please help: RT3.4.4 running really slow
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 don garbage wrote: > Hey Barry, > > Wow, that was fast, thanks so much. > > I actually did respond to your email. Here was my reply: > Hi Barry, > > I just checked again for mod_fastcgi, and, it appears that I do have > it. In ubuntu, it is called > libfcgi-perl > > So, back to the drawing board. :) > > Have you had the chance to check out my config files? > > Thanks for any further help, > Don > > Perhaps the problem is in my config files. Any thoughts? I also see this in your file: Include /etc/apache2/mods-enabled/*.load Include /etc/apache2/mods-enabled/*.conf What files are in this directory? Are you *sure* that the fcgi is enabled? The easiest way I know for you to check is to enable /server-status & /server-info in the configuration file. You can then check it via: http://yourrtserver/server-info and look for the appropriate modules. Barry -BEGIN PGP SIGNATURE- Version: GnuPG v1.2.6 (GNU/Linux) iD8DBQFFUNsTCFu3bIiwtTARAumMAJwPBfRVFFD1/6hv3wbIROkICSI+yQCeMLKn /wGZejCJG9dZIVXLOjvr430= =Oi4y -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Can't remove reminder
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 David Chandek-Stark wrote: > A privileged user created a reminder on a ticket, but now it can't be > removed, even by a SuperUser. The reminder is not listed in the > "Reminders" section of the ticket display. > > I haven't seen this happen before -- what gives? > I have this identical problem but haven't figured out the solution yet. Barry -BEGIN PGP SIGNATURE- Version: GnuPG v1.2.6 (GNU/Linux) iD8DBQFFbh2BCFu3bIiwtTARAnVmAJ9TPoAH4XNwgD44n0hN6pb1Tf2VOgCgh5ou 99pE7bSRScab5Xo/GzajS8k= =cfEL -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
