[rt-users] RT 4.0.8 TicketSQL issue

[David Good]

We have an issue with our RT 4.0.8 instance that we didn't have with
3.8.8 that we just finished migrating from.  Some of our managers like
to search for tickets where the requestor is a 'VIP' user.  They use
fairly straightforward TicketSQL to build saved searches that are then
used for dashboards and RT at a Glance items.  This all worked fine in
RT 3.8.8, but when we upgraded to 4.0.8 the queries take so long to run
that it ends up timing out the webserver, making it very difficult for
users using them in RT at a Glance to login.  Checking the MySQL slow
query log (or just doing a 'show full processlist' while it's running)
shows that fairly straightforward TicketSQL query gets expanded into
ridiculously complex MySQL queries doing multiple joins on the same
tables for the same columns.  Is this a known issue?

Here's an example:

This TicketSQL:

Status = 'open' AND
(
Requestor.EmailAddress = 'bigw...@example.com' OR
Requestor.EmailAddress = 'bigw...@example.com' OR
Requestor.EmailAddress = 'bigw...@example.com' OR
Requestor.EmailAddress = 'bigw...@example.com' OR
Requestor.EmailAddress = 'bigw...@example.com' OR
Requestor.EmailAddress = 'bigw...@example.com' OR
Requestor.EmailAddress = 'bigw...@example.com' OR
Requestor.EmailAddress = 'bigw...@example.com' OR
Requestor.EmailAddress = 'bigw...@example.com' OR
Requestor.EmailAddress = 'bigw...@example.com' OR
Requestor.EmailAddress = 'bigwi...@example.com' OR
Requestor.EmailAddress = 'bigwi...@example.com' OR
Requestor.EmailAddress = 'bigwi...@example.com' OR
Requestor.EmailAddress = 'bigwi...@example.com' OR
Requestor.EmailAddress = 'bigwi...@example.com' OR
Requestor.EmailAddress = 'bigwi...@example.com' OR
Requestor.EmailAddress = 'bigwi...@example.com' OR
Requestor.EmailAddress = 'bigwi...@example.com' OR
Requestor.EmailAddress = 'bigwi...@example.com' OR
Requestor.EmailAddress = 'bigwi...@example.com' OR
Requestor.EmailAddress = 'bigwi...@example.com' OR
Requestor.EmailAddress = 'bigwi...@example.com' OR
Requestor.EmailAddress = 'bigwi...@example.com' OR
Requestor.EmailAddress = 'bigwi...@example.com' OR
Requestor.EmailAddress = 'bigwi...@example.com' OR
Requestor.EmailAddress = 'bigwi...@example.com' OR
Requestor.EmailAddress = 'bigwi...@example.com' OR
Requestor.EmailAddress = 'bigwi...@example.com' OR
Requestor.EmailAddress = 'bigwi...@example.com'
)

Results in this MySQL query:

SELECT Count(DISTINCT main.id)
FROM   tickets main
   JOIN groups Groups_1
 ON ( Groups_1.domain = 'RT::Ticket-Role' )
AND ( Groups_1.type = 'Requestor' )
AND ( Groups_1.instance = main.id )
   JOIN cachedgroupmembers CachedGroupMembers_54
 ON ( CachedGroupMembers_54.groupid = Groups_1.id )
   JOIN cachedgroupmembers CachedGroupMembers_18
 ON ( CachedGroupMembers_18.groupid = Groups_1.id )
   JOIN cachedgroupmembers CachedGroupMembers_24
 ON ( CachedGroupMembers_24.groupid = Groups_1.id )
   JOIN cachedgroupmembers CachedGroupMembers_16
 ON ( CachedGroupMembers_16.groupid = Groups_1.id )
   JOIN cachedgroupmembers CachedGroupMembers_12
 ON ( CachedGroupMembers_12.groupid = Groups_1.id )
   JOIN cachedgroupmembers CachedGroupMembers_48
 ON ( CachedGroupMembers_48.groupid = Groups_1.id )
   JOIN cachedgroupmembers CachedGroupMembers_2
 ON ( CachedGroupMembers_2.groupid = Groups_1.id )
   JOIN cachedgroupmembers CachedGroupMembers_6
 ON ( CachedGroupMembers_6.groupid = Groups_1.id )
   JOIN cachedgroupmembers CachedGroupMembers_26
 ON ( CachedGroupMembers_26.groupid = Groups_1.id )
   JOIN cachedgroupmembers CachedGroupMembers_22
 ON ( CachedGroupMembers_22.groupid = Groups_1.id )
   JOIN cachedgroupmembers CachedGroupMembers_58
 ON ( CachedGroupMembers_58.groupid = Groups_1.id )
   JOIN cachedgroupmembers CachedGroupMembers_30
 ON ( CachedGroupMembers_30.groupid = Groups_1.id )
   JOIN cachedgroupmembers CachedGroupMembers_44
 ON ( CachedGroupMembers_44.groupid = Groups_1.id )
   JOIN cachedgroupmembers CachedGroupMembers_20
 ON ( CachedGroupMembers_20.groupid = Groups_1.id )
   JOIN cachedgroupmembers CachedGroupMembers_42
 ON ( CachedGroupMembers_42.groupid = Groups_1.id )
   JOIN cachedgroupmembers CachedGroupMembers_8
 ON ( CachedGroupMembers_8.groupid = Groups_1.id )
   JOIN cachedgroupmembers CachedGroupMembers_32
 ON ( CachedGroupMembers_32.groupid = Groups_1.id )
   JOIN cachedgroupmembers CachedGroupMembers_56
 ON ( CachedGroupMembers_56.groupid = Groups_1.id )
   JOIN cachedgroupmembers CachedGroupMembers_38
 ON ( CachedGroupMembers_38.groupid = Groups_1.id )
   JOIN cachedgroupmembers CachedGroupMembers_4
 ON ( CachedGroupMembers_4.groupid = Groups_1.id )
   JOIN cachedgroupmembers CachedGroupMembers_36
 ON ( CachedGroupMembers_36.groupid = Groups_1.id )
   JOIN 

Re: [rt-users] RT-Extension-FormTools examples

[David Good]

On 3/27/2012 5:36 PM, Kevin Falcone wrote:
 On Tue, Mar 27, 2012 at 03:08:53PM -0700, David Good wrote:

 We have an existing RT 3.8.8 instance and our helpdesk manager has
 noticed that they're creating a lot of similar tickets. We have several
 custom fields definied and he'd like to be able to create certain
 pre-defined ticket types that would automatically fill in the
 appropriate values for these (mandatory) custom fields.

 I'm thinking that RT-Extension-FormTools will work, but I have no idea
 how to put together a custom page with it. Are there any examples
 anywhere I could look at for inspiration?

 I'm not sure that's the tool you're looking for.
 RT-Extension-FormTools is for building custom ticket creation forms.

 I'd probably modify the QuickCalls extension to support Custom Fields
 and use that to give them a list of common ticket types. I can't
 remember if it's been updated to support CFs or not, so you might get
 lucky.

You're right -- QuickCalls is exactly what we need.  You can set Custom
Fields as well, you just have to know the field's ID and then to set its
value you'd use 'CustomField-id' instead of the field name, like this:


Set($QuickCalls,
[
{
Name   = 'New Account Request',
Queue  = 'Helpdesk',
Status = 'open',
'CustomField-3' = 'Your desired Custom Field value',
SetOwnerToCurrentUser = 1,
},
]
);

The SetOwnerToCurrentUser option is nice, too.  It should probably be
documented somewhere -- I only found it when I was poking around trying
to figure out how to set Custom Field values.

[rt-users] RT-Extension-FormTools examples

[David Good]

We have an existing RT 3.8.8 instance and our helpdesk manager has
noticed that they're creating a lot of similar tickets.  We have several
custom fields definied and he'd like to be able to create certain
pre-defined ticket types that would automatically fill in the
appropriate values for these (mandatory) custom fields.

I'm thinking that RT-Extension-FormTools will work, but I have no idea
how to put together a custom page with it.  Are there any examples
anywhere I could look at for inspiration?

Re: [rt-users] CF appears after update even without SeeCustomField rights

[David Good]

On 2/9/2011 2:46 PM, David Good wrote:
 On 2/9/2011 8:29 AM, Kevin Falcone wrote:
 On Tue, Feb 08, 2011 at 10:31:25AM -0800, David Good wrote:
 I've found an issue in two separate 3.8.8 installations.  Both have one
 or more CustomFields that are not supposed to be visible to most users. 
 The CF is managed entirely by Scrips to contain extra information not
 needed by users.  In one installation, it contains the Cost Center of
 the Requestor. In the other, there's a flag used to enable suppression
 of notifications when a ticket is resolved and another flag used to mark
 a ticket as 'urgent'.

 When using the web interface (i.e. via the 'Basics' or 'Jumbo' tab), the
 CF doesn't appear intially but after an update is made to any item and
 saved, the CustomField appear.
 David

 I'd be interested to know if you can reproduce this on a test box
 running the 3.8.9 release candidate

 -kevin
 I don't have a test box handy, but I'll see if I can get one setup.


I finally was able to upgrade one of the affected instances to 3.8.9 and
can confirm that my problem has been fixed.

Re: [rt-users] CF appears after update even without SeeCustomField rights

[David Good]

On 2/9/2011 8:29 AM, Kevin Falcone wrote:
 On Tue, Feb 08, 2011 at 10:31:25AM -0800, David Good wrote:
 I've found an issue in two separate 3.8.8 installations.  Both have one
 or more CustomFields that are not supposed to be visible to most users. 
 The CF is managed entirely by Scrips to contain extra information not
 needed by users.  In one installation, it contains the Cost Center of
 the Requestor. In the other, there's a flag used to enable suppression
 of notifications when a ticket is resolved and another flag used to mark
 a ticket as 'urgent'.

 When using the web interface (i.e. via the 'Basics' or 'Jumbo' tab), the
 CF doesn't appear intially but after an update is made to any item and
 saved, the CustomField appear.
 David

 I'd be interested to know if you can reproduce this on a test box
 running the 3.8.9 release candidate

 -kevin

I don't have a test box handy, but I'll see if I can get one setup.

[rt-users] CF appears after update even without SeeCustomField rights

[David Good]

I've found an issue in two separate 3.8.8 installations.  Both have one
or more CustomFields that are not supposed to be visible to most users. 
The CF is managed entirely by Scrips to contain extra information not
needed by users.  In one installation, it contains the Cost Center of
the Requestor. In the other, there's a flag used to enable suppression
of notifications when a ticket is resolved and another flag used to mark
a ticket as 'urgent'.

When using the web interface (i.e. via the 'Basics' or 'Jumbo' tab), the
CF doesn't appear intially but after an update is made to any item and
saved, the CustomField appear.

Re: [rt-users] Problem with 'Top N tickets' links on 'RT at a glance' page in 3.8.1

[David Good]

Tim Wilde wrote:
 David Good wrote:
   
 I looked into this some more and after some debugging, I see that the 
 query string argument ($Query) passed in
 to Search/Results.html is URI encoded when it shouldn't be.  It looks 
 like it's encoded properly in the link URL
 when I 'View Souce' on the displayed 'Home' page but never gets decoded 
 (or it gets decoded and re-encoded
 somehow).  Does anyone have any ideas where I should look next?

 I'm kinda surprised that there haven't been any other reports of this 
 sort of problem.  It seems to affect all saved searches.
 We're running RT 3.8.1 on a CentOS 5.2 with perl 5.10.0.
 

 David,

 I've run across this same issue, and it seems to be fixed by a (somewhat
 hack-ish) patch to lib/RT/Tickets_Overlay_SQL.pm.  Take a look at the
 patch attached to ticket #12477:

 http://rt3.fsck.com//Ticket/Display.html?id=12477

 If you copy lib/RT/Tickets_Overlay_SQL.pm to
 local/lib/RT/Tickets_Overlay_SQL.pm and apply that patch it should fix
 the issue if it's the same one I was seeing (which it sounds like it was).

 Regards,
 Tim

   

I found that at least in my case I could fix the problem by modifying my 
RT_SiteConfig.pm to make the value of $WebBaseURL start with 'https:' 
instead of 'http:'.  Apparently when Apache rewrites requests from http: 
to https: it triggers the problem.  I'll keep your patch handy though in 
case I run into further problems (I had thought about doing something 
similar but was afraid it might break something).

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Re: [rt-users] rt-3.8.1: Error when you click on 'Tickets' on the side bar

[David Good]

I just ran into the same issue.  What I found in my case was that I had 
the site setup to use 'https' but I was using the default value for 
$WebBaseURL:

Set($WebBaseURL, 'http://' . RT-Config-Get('WebDomain') . ':' . 
RT-Config-Get('WebPort'));

which uses 'http:' rather than 'https:'.  When I changed it in my 
RT_SiteConfig.pm to use 'https:' it worked for me:

Set($WebBaseURL, 'https://' . RT-Config-Get('WebDomain') . ':' . 
RT-Config-Get('WebPort'));


Charlie Reddington wrote:
 Hi,

 Starting on the home page of RT, when you click on 'Tickets' on the  
 left hand side I get a screen that says this.

 Results
   Wrong query, expecting a OPERATOR in '%20Owner%20--here%3D 
 %20%27Nobody%27%20AND%20(%20Status%20%3D%20%27new%27%20OR%20Status 
 %20%3D%20%27open%27)'

 And then there is a Query box that contains about the same

 %20Owner%20%3D%20%27Nobody%27%20AND%20(%20Status%20%3D%20%27new%27%20OR 
 %20Status%20%3D%20%27open%27)

 I think this is supposed to list all the tickets right? Can anyone  
 tell me what I need to change / where to change it to fix this problem?

 Thanks,

 Charlie
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Re: [rt-users] Rich text editor on Ticket Creation page

[David Good]

It's a bug in /opt/rt/share/html/Ticket/Create.html.  It's fixed in SVN 
already so you can just fetch the new version from there or here's a 
patch that should fix it:

--- share/html/Ticket/Create.html   2008-09-03 14:35:38.0 -0700
+++ local/html/Ticket/Create.html   2008-09-10 13:59:02.0 -0700
@@ -47,7 +47,7 @@
%# END BPS TAGGED BLOCK }}}
 /Elements/Header,
Title = loc(Create a new ticket),
-onload = hide(document.getElementById('Ticket-Create-details')); 
+onload = function () { 
hide(document.getElementById('Ticket-Create-details')) } 
 /Elements/Tabs,
current_toptab = Ticket/Create.html,
Title = loc(Create a new ticket),


[EMAIL PROTECTED] wrote:
 I noticed on the BestPractical Website Blog:

 http://bestpractical.typepad.com/worst_impractical/2008/07/today-were-rele.html

 a screenshot for the Create a New Ticket page which shows the Rich 
 Text Editor enabled.

 This leads me to assume I have a configuration, or possible Rights, 
 problem which is not displaying the Rich Text Editor on the Create a 
 New Ticket page for me as SuperUser. It is available for Comments and 
 Replies however.

 Any suggestions to what I am doing wrong?

 thanks
 Gordon

 [EMAIL PROTECTED] wrote:
   
 Clean install of rt-3.8.1

 When you open the page to create a new ticket is it possible to turn on 
 the Rich Text Editor toolbar for the Describe the issue below textbox?
 Or is this textbox somehow different to the Comment and Reply textboxes?

 Thanks
 Gordon
 
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[rt-users] RT 3.8.1 and RTx::EmailCompletion

[David Good]

I'm trying to use RTx::EmailCompletion with RT 3.8.1 on CentOS 5.2 with 
perl 5.10.0.

I had to make a couple of changes to get as far as I have:

  - I had to put symlinks in /opt/rt3/share/html/NoAuth/js and /css for 
the emailcompletion.js and emailcompletion.css respectively.  It seems 
to pick up everything else out of the plugin directory, but not those.

  - The plugin's /Elements/Header/Head callback tries to load 
prototype.js and scriptaculous.js from the wrong locations (both are now 
in subdirectories of html/NoAuth/js).  That's not a big problem since RT 
now includes both of those by default.  I removed them entirely from the 
callback just to be sure that's not causing trouble.

  - I added some RT::Logger-debug() lines to verify that the plugin is 
working and retrieving data.

What I see is that the plugin seems to be working properly but I don't 
get any sort of indication in the browser that this is the case.  I can 
sometimes hit the tab key to get a completion, but that may just be my 
browser.  I don't see any kind of pop-up to select from or anything.  I 
tried uncommenting the 'DEBUGGIN PURPOSE' line in emailcompletion.js and 
see it highlight the appropriate fields with red outlines, but don't see 
anything else.

Any hints?
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Re: [rt-users] Problem with 'Top N tickets' links on 'RT at a glance' page in 3.8.1

[David Good]

I looked into this some more and after some debugging, I see that the 
query string argument ($Query) passed in
to Search/Results.html is URI encoded when it shouldn't be.  It looks 
like it's encoded properly in the link URL
when I 'View Souce' on the displayed 'Home' page but never gets decoded 
(or it gets decoded and re-encoded
somehow).  Does anyone have any ideas where I should look next?

I'm kinda surprised that there haven't been any other reports of this 
sort of problem.  It seems to affect all saved searches.
We're running RT 3.8.1 on a CentOS 5.2 with perl 5.10.0.

David Good wrote:
 I'm seeing an odd problem with the 'Top N tickets' links ('N highest 
 priority tickets I own' and '10 newest unowned tickets') on the 'RT at a 
 glance' page in RT 3.8.1.  On the 'RT at a glance' page itself tickets 
 show up as they should but when I click on the link for the search (i.e. 
 click on the '10 highest priority tickets I own' link) I get a 'Found 0 
 tickets' page.  When I click on the 'Edit Search' link, it kicks me into 
 'Advanced' and I get an error in the 'Results' section:

 Wrong query, expecting a OPERATOR in 
 '%20Owner%20--here%3D%20%27__CurrentUser__%27%20AND%20(%20Status%20%3D%20%27new%27%20OR%20Status%20%3D%20%27open%27)'

 And the text in the Query textbox is similarly URI-escaped.  If I fix it 
 manually and click 'Apply' I then get the Edit Search page and if I 
 click the Update format and Search button on that page I then get the 
 results I was expecting.  But if I then go back to the Home page and try 
 the same link again I get the same problem.

 The really odd thing is that the 'Bookmarked Tickets' link on the 'RT at 
 a glance' page works fine.

 Here is the link URI for the 'N highest priority tickets I own' link:

 http://calhd01.na.local/Search/Results.html?Format=%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23%27%2C%0A%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject%27%2C%0A%27__Priority__%27%2C%0A%27__QueueName__%27%2C%0A%27__ExtendedStatus__%27%2C%0A%27__Bookmark__%27Order=DESC%7CASC%7CASC%7CASCOrderBy=Priority%7CidQuery=%20Owner%20%3D%20%27__CurrentUser__%27%20AND%20(%20Status%20%3D%20%27new%27%20OR%20Status%20%3D%20%27open%27)RowsPerPage=50

 and here's the one for the 'Bookmarked Tickets' link:

 http://calhd01.na.local/Search/Results.html?Format=%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23%27%2C%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject%27%2CPriority%2C%20QueueName%2C%20ExtendedStatus%2C%20BookmarkOrder=DESCOrderBy=LastUpdatedQuery=id%20%3D%20%27__Bookmarked__%27Rows=999

 Thanks!

 David Good

   

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[rt-users] Problem with 'Top N tickets' links on 'RT at a glance' page in 3.8.1

[David Good]

I'm seeing an odd problem with the 'Top N tickets' links ('N highest 
priority tickets I own' and '10 newest unowned tickets') on the 'RT at a 
glance' page in RT 3.8.1.  On the 'RT at a glance' page itself tickets 
show up as they should but when I click on the link for the search (i.e. 
click on the '10 highest priority tickets I own' link) I get a 'Found 0 
tickets' page.  When I click on the 'Edit Search' link, it kicks me into 
'Advanced' and I get an error in the 'Results' section:

Wrong query, expecting a OPERATOR in 
'%20Owner%20--here%3D%20%27__CurrentUser__%27%20AND%20(%20Status%20%3D%20%27new%27%20OR%20Status%20%3D%20%27open%27)'

And the text in the Query textbox is similarly URI-escaped.  If I fix it 
manually and click 'Apply' I then get the Edit Search page and if I 
click the Update format and Search button on that page I then get the 
results I was expecting.  But if I then go back to the Home page and try 
the same link again I get the same problem.

The really odd thing is that the 'Bookmarked Tickets' link on the 'RT at 
a glance' page works fine.

Here is the link URI for the 'N highest priority tickets I own' link:

http://calhd01.na.local/Search/Results.html?Format=%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23%27%2C%0A%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject%27%2C%0A%27__Priority__%27%2C%0A%27__QueueName__%27%2C%0A%27__ExtendedStatus__%27%2C%0A%27__Bookmark__%27Order=DESC%7CASC%7CASC%7CASCOrderBy=Priority%7CidQuery=%20Owner%20%3D%20%27__CurrentUser__%27%20AND%20(%20Status%20%3D%20%27new%27%20OR%20Status%20%3D%20%27open%27)RowsPerPage=50

and here's the one for the 'Bookmarked Tickets' link:

http://calhd01.na.local/Search/Results.html?Format=%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23%27%2C%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject%27%2CPriority%2C%20QueueName%2C%20ExtendedStatus%2C%20BookmarkOrder=DESCOrderBy=LastUpdatedQuery=id%20%3D%20%27__Bookmarked__%27Rows=999

Thanks!

David Good
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