Re: [rt-users] apache 100% cpu usage

[Mathieu Longtin]

I found out a while ago that looping emails would cause RT to go crazy like
that.

I disabled $LoopsToRTOwner and the problem disappeared. I didn't have time
to debug the issue further...

--
Mathieu Longtin
1-514-803-8977


On Sun, Mar 20, 2011 at 4:19 AM, Payam Poursaied  wrote:

>
> Hi all
> We are using rt3.8.8 and we  faced with a problem using apache 1.3.42 on
> FreeBSD 8.0-RELEASE.
> The problem is that httpd processes frequently reach 100% CPU usage and
> stay
> at this level of CPU usage.
> This is a sample of top output.
>
>  PID USERNAME   THR PRI NICE   SIZERES STATE   C   TIME   WCPU COMMAND
> 77051 www  1 1180   208M 86080K CPU44  87.6H 100.00% httpd
>  9403 www  1 1180   215M 93340K CPU22  65.0H 100.00% httpd
> 78430 www  1 1180   226M   100M CPU00  58:57 100.00% httpd
> 95332 www  1  500   205M 83624K sbwait 12   0:02  4.49% httpd
> 89664 www  1  460   210M 88144K sbwait 11   0:05  2.59% httpd
> 95331 www  1  460   205M 83464K sbwait 12   0:01  1.66% httpd
> 46157 www  1  470   258M   134M sbwait 15   3:03  1.17% httpd
> 89493 www  1  440   212M 90152K accept 13   0:20  0.10% httpd
> 22801 www  1  440   264M   137M accept 13   5:40  0.00% httpd
> 25440 www  1  440   275M   145M accept 11   5:35  0.00% httpd
> 30396 www  1  440   262M   135M accept 14   4:47  0.00% httpd
> 82456 www  1  440   233M   109M accept 12   1:37  0.00% httpd
> 80407 www  1  440   239M   110M accept 10   0:49  0.00% httpd
> 80097 www  1  440   265M   135M accept  1   0:35  0.00% httpd
> 88622 www  1  460   216M 94588K accept 15   0:16  0.00% httpd
> 88968 www  1  440   208M 86316K accept  6   0:03  0.00% httpd
> 89686 www  1  440   201M 80216K accept 11   0:01  0.00% httpd
> 95330 www  1  440   201M 77088K sbwait 10   0:00  0.00% httpd
>
> I think there might be a bug that caused something like endless loop but I
> am newbie to gdb and debugging and I could not find any relevant point to
> get into it.
> I tried to compile apache in debug mode and then wait to see a suspicious
> process and then attached GDB66 to that cpu intensive httpd process to find
> out what is going on.
> But I could not go further more.
>
> I have also consulted with apache-freebsd mailing list but there wasn't any
> success.
>
> Could anyone help me to drill down this problem?
>
> Best Regards
> Payam Poursaied
>
> Using "next" says:
> (gdb) next
> Cannot find bounds of current function
> And here below is output of "where" command in gdb66.
> (gdb) where
> #0  0x00080093a73b in ?? () from /lib/libc.so.7
> #1  0x00080093d505 in ?? () from /lib/libc.so.7
> #2  0x0008009401bc in ?? () from /lib/libc.so.7
> #3  0x000800942ec4 in malloc () from /lib/libc.so.7
> #4  0x000803079946 in Perl_safesysmalloc () from
> /usr/local/lib/perl5/5.10.1/mach/CORE/libperl.so
> #5  0x00080308cee0 in Perl_av_extend () from
> /usr/local/lib/perl5/5.10.1/mach/CORE/libperl.so
> #6  0x00080308dabe in Perl_av_store () from
> /usr/local/lib/perl5/5.10.1/mach/CORE/libperl.so
> #7  0x00080750de53 in retrieve_byte () from
> /usr/local/lib/perl5/site_perl/5.10.1/mach/auto/Storable/Storable.so
> #8  0x00080750c66b in retrieve () from
> /usr/local/lib/perl5/site_perl/5.10.1/mach/auto/Storable/Storable.so
> #9  0x0008075113b8 in retrieve_hash () from
> /usr/local/lib/perl5/site_perl/5.10.1/mach/auto/Storable/Storable.so
> #10 0x00080750c66b in retrieve () from
> /usr/local/lib/perl5/site_perl/5.10.1/mach/auto/Storable/Storable.so
> #11 0x00080750ce29 in retrieve_ref () from
> /usr/local/lib/perl5/site_perl/5.10.1/mach/auto/Storable/Storable.so
> #12 0x00080750c66b in retrieve () from
> /usr/local/lib/perl5/site_perl/5.10.1/mach/auto/Storable/Storable.so
> #13 0x0008075113b8 in retrieve_hash () from
> /usr/local/lib/perl5/site_perl/5.10.1/mach/auto/Storable/Storable.so
> #14 0x00080750c66b in retrieve () from
> /usr/local/lib/perl5/site_perl/5.10.1/mach/auto/Storable/Storable.so
> #15 0x00080751298c in retrieve_blessed () from
> /usr/local/lib/perl5/site_perl/5.10.1/mach/auto/Storable/Storable.so
> #16 0x00080750c66b in retrieve () from
> /usr/local/lib/perl5/site_perl/5.10.1/mach/auto/Storable/Storable.so
> #17 0x00080750ce29 in retrieve_ref () from
> /usr/local/lib/perl5/site_perl/5.10.1/mach/auto/Storable/Storable.so
> #18 0x00080750c66b in retrieve () from
> /usr/local/lib/perl5/site_perl/5.10.1/mach/auto/Storable/Storable.so
> #19 0x0008075113b8 in retrieve_hash () from
> /us

[rt-users] question about Best Practical's RT site

[Mathieu Longtin]

Looking at issues.bestpractical.com, I noticed that for release tracking,
you make a release ticket, and that ticket depends on all open issues for
that release.

I tried working like that here but I find it very cumbersome to use the link
page and remember the ticket number for each release we have.

Do you have a custom UI shortcut to make a ticket part of a release?

--
Mathieu Longtin
1-514-803-8977

Re: [rt-users] Rép. : Re: CommandByMail only for certain queue

[Mathieu Longtin]

In RT_SiteConfig.pm

Set($CommandByMailGroup, 408305);

The number is the group id. It can't be the name, has to be the id.

--
Mathieu Longtin
1-514-803-8977


On Mon, Jan 24, 2011 at 1:42 AM, Horst Kriegers wrote:

>  Kevin,
>
> thanks for your answer.
>
> I've searched but don't find the answer...
> how can I do that ? With a scrip ?
>
>
> Thanks
> Horst
>
> >>> Le Vendredi, 21. Janvier 2011 à  16:18, Kevin Falcone <
> falc...@bestpractical.com> a écrit :
>   On Fri, Jan 21, 2011 at 03:46:34PM +0100, Horst Kriegers wrote:
> >Is there a possibility to activate (or deactivate) the CommandByMail
> extension only for
> >certain queues ?
>
> It can be restricted to a group, but not specifically to a queue.
>
> -kevin
>
>  ___
>
> Le contenu de ce courriel est uniquement réservé à la personne ou
> l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu,
> veuillez nous en informer au plus vite et détruire le présent courriel. Dans
> ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou
> de l'utiliser de quelque manière que ce soit.
>
>  ___
>
> The content of this e-mail is intended only and solely for the use of the
> named recipient or organisation. If you are not the named recipient, please
> inform us immediately and delete the present e-mail. In this case, you are
> nor allowed to copy, distribute or use this e-mail in any way.
>
>  ___
>

[rt-users] redirect on logout

[Mathieu Longtin]

We have a single-sign-on system. I managed to integrate with it using
RT-Authen-ExternalAuth's cookie check.

Now, it would be nice if on logout, it got redirected to our SSO's login
page. Is that possible?

Same with logins, if a user is not logged in, can I specify a page to
forward them?

Thanks

--
Mathieu Longtin
1-514-803-8977

[rt-users] How would I send messages from postmaster to another separate queue?

[Mathieu Longtin]

Is there a way in RT, without mucking about with the mail server, for a
incoming message from postmaster to be shifted to another queue?

Thanks

--
Mathieu Longtin
1-514-803-8977

Re: [rt-users] Scrip modifies ticket, but downstream scrips don't see the updates

[Mathieu Longtin]

There's also some actions, like Notify, that read their data in prepare, so
any changes done in commit won't be seen. Been bitten.

--
Mathieu Longtin
1-514-803-8977


On Thu, Jan 6, 2011 at 11:39 AM, Sue D. Nymme wrote:

>
> Hot dig!  Changing the second scrip to "TransactionBatch" did indeed work.
> Thank you!
>
> Now I just have to translate the new owner's id into their user name, and
> I'll be set.
>
> -- Sue
>
>
>
> Kenneth Crocker wrote:
> >
> > Sue,
> >
> > Try changing the stage to "TransactionBatch". Make sure your
> configuration
> > is set to use same. Then, you need to be sure the names of the scrips a
> > such
> > that an alphabetical execution of them will execute the scrip that
> assigns
> > the owners first.
> >
> > Kenn
> > LBNL
> >
> > On Wed, Jan 5, 2011 at 12:46 PM, Sue D. Nymme
> > wrote:
> > ...
> >
>
> --
> View this message in context:
> http://old.nabble.com/Scrip-modifies-ticket%2C-but-downstream-scrips-don%27t-see-the-updates-tp30599938p30605822.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>

[rt-users] Export of setup data

[Mathieu Longtin]

Is there an easy way to export Scrips, Actions, Templates, etc. for use by
rt-setup-database?

Thanks!

--
Mathieu Longtin
1-514-803-8977

[rt-users] CommandByMailGroup must be an ID?

[Mathieu Longtin]

Why does the CommandByMailGroup need to be an ID rather than a name?

It seems weird to have a numeric ID in the database.

--
Mathieu Longtin
1-514-803-8977

Re: [rt-users] Accented Character in Subject - Email is not sent

[Mathieu Longtin]

I just submitted a patch for this:

http://issues.bestpractical.com/Ticket/Display.html?id=16052;user=guest;pass=guest
--
Mathieu Longtin
1-514-803-8977


On Wed, Dec 1, 2010 at 8:42 AM, Sergio Charpinel Jr. <
sergiocharpi...@gmail.com> wrote:

> Hi,
>
> I have a RT 3.8.8 which was upgraded from 3.8.5.
>
> The problem is when I answer a ticket via e-mail, and use accented chars in
> the Subject. RT replaces these chars with a ? , and does not send the e-mail
> (to AdminCc).
> Also, the chars are replaced in the body of the message with ? .
>
> My outputEncoding is uft-8 (default). I tried to change
> to Set($EmailOutputEncoding, 'iso-8859-1'); , but it did not work too.
>
> Any ideas?
>
> Thanks in advance.
>
> --
> Sergio Roberto Charpinel Jr.
>

[rt-users] utf8 in email headers is not decoded properly

[Mathieu Longtin]

Using version 3.8.8 of RT with perl 5.8.8 and Oracle, I tracked down this
problem:

- Reply to an existing ticket using an email agent that will encode emails
in UTF8
- Put a non ascii character in the subject
- The email gets recorded with crap in the subject rather than the properly
encoded subject

In theory, you shouldn't have pure UTF8 in the subject, but Outlook does it,
so does gmail. Don't know about other emails.

This only happens with existing tickets. Here's how.

When receiving the mail, MIME::Parser doesn't decode the utf8, no matter
what. So its all binary utf8 in the header data structure.

RT adds the "RT-Ticket-ID" field. This string is properly encoded and
flagged as utf8.

When saving into the database, RT calls $Attachment->head->as_string, which
basically does a join of all the headers.

When joining strings in perl5, if any one of them is a flagged UTF8 string,
then the resulting string is flagged utf8, even if it contains binary data.
Don't know why, that's just what I found out.

So when RT does this:
utf8::decode( $head ) unless utf8::is_utf8( $head );

$head checks as being utf8, even though it's not really, so it doesn't get
decoded.

And that goes into the database, which is then used everywhere, and I see
this in my tickets:
test d'à cçênts

Now, where should I fix this?
- In Attachment_Overlay, force the decoding
- In RT::I18N, SetMIMEHeadToEncoding.

Thanks

--
Mathieu Longtin
1-514-803-8977

Re: [rt-users] Can't locate object method "mime_name" via package "Encode::utf8"

[Mathieu Longtin]

For those using Red Hat, use this cpan configuration:

% cpan
cpan> o conf makepl_arg INSTALLDIRS=site
cpan> o conf commit

That way, whenever Red Hat updates perl, packages installed via CPAN won't
get overwritten.

--
Mathieu Longtin
1-514-803-8977


On Fri, Nov 12, 2010 at 2:05 PM, Jeff Blaine  wrote:

> Nevermind, fixed it.  Stupid auto-updates to Perl.
>
> perl -MCPAN -e "install Encode" got a functioning version
> to overwrite the "update" RH gave us.
>
> On 11/12/2010 1:43 PM, Jeff Blaine wrote:
>
>> We can't open attachments with RT 3.8.7
>>
>> Can't locate object method "mime_name" via package
>> "Encode::utf8" at /apps/rt/share/html/Ticket/Attachment/dhandler
>> line 78.
>>
>> Google for "site:lists.bestpractical.com/pipermail/ mime_name"
>> fails to return anything useful.
>>
>> Any ideas?
>>
>>
>>

Re: [rt-users] Ticket creation adds content automatically

[Mathieu Longtin]

Check this thread.
http://www.gossamer-threads.com/lists/rt/users/96835

--
Mathieu Longtin
1-514-803-8977


On Wed, Nov 10, 2010 at 3:32 PM, Kris Germann  wrote:

>  Hey guys,
>
> So I'm having a bit of trouble here...
>
> I'm trying to create a scrip to run, which is whenever a ticket is created
> for a specific queue, there is already text in the content window (like
> there is when you have a signature).
>
> My scrip is:
>
> Condition: On Create
> Action: Create Tickets
> Template: Global Template: My template (text only)
> Stage: Transaction Create
>
> No custom conditions defined,
>
> Any ideas what I'm doing wrong?
>  --
>
> Kris
> Supervisor, Sales & Technical Support
> freephoneline.ca
> 605 Boxwood Drive
> Cambridge ON, N3E1A5
>

Re: [rt-users] A new home for the wiki

[Mathieu Longtin]

Search doesn't seem to work at all. Is that normal?

I searched for stuff I know should be in there, and nothing came up.

--
Mathieu Longtin
1-514-803-8977


On Thu, Nov 4, 2010 at 1:01 PM, Thomas Sibley  wrote:

> Hi folks,
>
> In the very near future we're planning to move the RT wiki from our own
> simple wiki software to Wikia.  Moving to Wikia should help tremendously
> with the spam we're seeing.  I've run a test conversion at
> http://rttest.wikia.com, and it generally looks good to us.  If you use
> the wiki, please take a look at the test conversion and let us know of
> any oddities you come across so we can address them beforehand.
>
> Best,
> Thomas
>

Re: [rt-users] RT plugin

[Mathieu Longtin]

Looking at RTx-EmailCompletion, they include extra Javascript with a
callback file:

local/plugins/RTx-EmailCompletion/html/Callbacks/RTx-EmailCompletion/Elements/Header/Head

That gets included in all headers.

--
Mathieu Longtin
1-514-803-8977


On Wed, Oct 20, 2010 at 3:57 AM, Vitaly Tskhovrebov <
vitaly.tskhovre...@exigenservices.com> wrote:

> Hi.
>
>
>
> I’ve created additional functionality to the web interface, but to
> implement it, I have to add one Javascript file to Ticket.html and register
> one function to execute onload(). I’ve did it manually, but it seems to be
> an ugly hack.
>
>
>
> How do I create an installable plugin to handle situation correctly?
>
>
>
> Thanks, Vitaly.
>

Re: [rt-users] how to pre-fill fields?

[Mathieu Longtin]

My bad, all access to ARGSRef need to be like this:

   $ARGSRef->{'id'}
   $ARGSRef->{'Subject'}

With the ->.

--
Mathieu Longtin
1-514-803-8977


On Sun, Oct 17, 2010 at 8:48 PM, Jason Edgar  wrote:

> Thanks Mathieu: I got it. An extra $ was needed before ARGSRef from line 3.
> I have no idea what it is for, I followed other examples from the Internet.
> Also the description field is called 'content'. Thanks again.
>
>
> On Sun, 17 Oct 2010 11:35:08 -0400, Mathieu Longtin wrote:
> > <%INIT>
> > my $ARGSRef = $ARGS{'ARGSRef'};
> > if ( not $ARGSRef{'id'} ) { # Check if the ticket is really empty
> > before doing anything   $ARGSRef{'Subject'} ||= 'Default subject';
> > $ARGSRef{'Requestor'} ||= 'mydefa...@requestor.com'; } 
> > <%ARGS> 
>
>
>

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] how to pre-fill fields?

[Mathieu Longtin]

This is a simple example, you will need some perl code. This sets the
subject and the requestor, unless they are already set. You could set other
fields as well.

Put this in the file local/html/Callbacks/Ticket/Create.html/Default of you
RT installation. Create the directory path if needed.

<%INIT>
my $ARGSRef = $ARGS{'ARGSRef'};
if ( not $ARGSRef{'id'} ) { # Check if the ticket is really empty before
doing anything
  $ARGSRef{'Subject'} ||= 'Default subject';
  $ARGSRef{'Requestor'} ||= 'mydefa...@requestor.com';
}

<%ARGS>


--
Mathieu Longtin
1-514-803-8977


On Sun, Oct 17, 2010 at 9:55 AM, Jason Edgar  wrote:

> Thanks Mathieu. I am particularly interested in the CallBack method you
> mention but I am not a Perl programmer.
> Can you give an example to show how I can e.g. set the subject field to
> "Hello World"?
> ___
>
>
> On Sat, 16 Oct 2010 22:59:48 -0400, Mathieu Longtin wrote:
> > If you're coming from another page, you can post the value of the
> > fields you want. Look at share/html/Ticket/Create for the variable
> > names.
> >
> > If you want to put default values, create a callback for
> > Ticket/Create that would fill the required fields.
> >
> > --
> > Mathieu Longtin
> > 1-514-803-8977
> >
> >
> > On Sat, Oct 16, 2010 at 7:50 PM, Jason Edgar 
> > wrote:
> >
> >> I would be interested in seeing your solution, though I don't
> >> know if I'd be able to use it. Can't I prefill the fields with a
> >> scrip?
> > 
> >
> >> On Sat, 16 Oct 2010 23:27:26 +, Joe Harris wrote: I have a
> >> simple php page I use for my users to submit tickets that
> >> utilizes the commandbyemail plugin to set fields like subject,
> >> duedate, priority and to add an admincc. I am not near my office
> >> network, but if you're interested, I can post the page code or
> >> upload it. It supports attachments as well, but I limit them to
> >> 2MB within the php code (which can be changed).
> >>
> >> Let me know if there is interest.
> >>
> >> Joe
> >>
> >> Sent from blackberry
> >>
> >> -Original Message-
> >> From: Jason Edgar 
> >> Sender: rt-users-boun...@lists.bestpractical.com Date: Sat, 16
> >> Oct 2010 18:14:30 To:  Reply-
> >> To: superj...@gmail.com Subject: [rt-users] how to pre-fill
> >> fields?
> >>
> >> How do I pre-fill a field(e.g. the subject fill or description
> >> field). .i.e how do I modify RT so that when I click 'new ticket'
> >> the subject or description fill would already have text that I
> >> entered somewhere else?
> >>
> >> RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one
> >> this year -- Learn how to get the most out of RT!
> >
> >
> > RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this
> > year -- Learn how to get the most out of RT!
>
>
>

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] how to pre-fill fields?

[Mathieu Longtin]

If you're coming from another page, you can post the value of the fields you
want. Look at share/html/Ticket/Create for the variable names.

If you want to put default values, create a callback for Ticket/Create that
would fill the required fields.

--
Mathieu Longtin
1-514-803-8977


On Sat, Oct 16, 2010 at 7:50 PM, Jason Edgar  wrote:

> I would be interested in seeing your solution, though I don't know if I'd
> be able to use it. Can't I prefill the fields with a scrip?
> 
> On Sat, 16 Oct 2010 23:27:26 +, Joe Harris wrote:
> > I have a simple php page I use for my users to submit tickets that
> > utilizes the commandbyemail plugin to set fields like subject,
> > duedate, priority and to add an admincc. I am not near my office
> > network, but if you're interested, I can post the page code or
> > upload it. It supports attachments as well, but I limit them to 2MB
> > within the php code (which can be changed).
> >
> > Let me know if there is interest.
> >
> > Joe
> >
> > Sent from blackberry
> >
> > -Original Message-
> > From: Jason Edgar 
> > Sender: rt-users-boun...@lists.bestpractical.com
> > Date: Sat, 16 Oct 2010 18:14:30
> > To: 
> > Reply-To: superj...@gmail.com
> > Subject: [rt-users] how to pre-fill fields?
> >
> > How do I pre-fill a field(e.g. the subject fill or description
> > field). .i.e how do I modify RT so that when I click 'new ticket'
> > the subject or description fill would already have text that I
> > entered somewhere else?
> >
> > RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this
> > year -- Learn how to get the most out of RT!
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] mandatory subject

[Mathieu Longtin]

Or saving the changed file in local/lib/RT/Interface/Email.pm instead. That
way you don't lose the changes at the next upgrade.

--
Mathieu Longtin
1-514-803-8977


On Tue, Oct 5, 2010 at 1:21 PM, Steve Anderson <
steve.ander...@bipsolutions.com> wrote:

> As with the thread mentioned by Konstantin, a lot of it will depend on how
> you bring the email into RT.
>
> If I were doing it, with the way I have RT set up, I'd just adjust the Exim
> filter I'm using to check for a blank subject, and send a bounce email on
> that. But I'm doing a bundle of filtering already. If you're just using a
> mail alias with sendmail, that's going to need more work. The thread
> mentioned does suggest an edit to the lib/RT/Interface/Email.pm::Gateway, to
> check for a subject, before it's accepted.
>
>
>
> Steve Anderson
>
>
>
>
> From: testwreq wreq [mailto:testw...@gmail.com]
> Sent: 05 October 2010 18:17
> To: Steve Anderson
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] mandatory subject
>
> I meant don't create a ticket, if there's no subject.  I'd like bounce the
> request back to sender asking to create it again with some subject.
>
>
>
> On Tue, Oct 5, 2010 at 1:11 PM, Steve Anderson <
> steve.ander...@bipsolutions.com> wrote:
> Depends what you mean by mandatory.
>
> If you mean a default, if the inbound email doesn't have a subject, should
> be possible to have a create scrip that sets the ticket's title, if it
> doesn't have one.
> Something like a scrip with the on create condition, then something like
> the following in the custom action cleanup. (not tested in any way)
>
> my $t_subject = $self->TicketObj->Subject;
> if ($t_subject eq ''){
> $self->TicketObj->SetSubject('No subject given');
> }
>
>  I'd probably set the stage to transactionbatch.
>
>
>
> If you mean don't create a ticket, if there's no subject, I'd suggest doing
> that with however you're getting the email into RT first. As long as you're
> running it through procmail, or an exim filter, or something like that.
> Otherwise, you'd need a scrip to send an email, and to close the ticket.
> Better not to create it in the first place.
>
>
>
> Steve Anderson.
>
> BiP Solutions Limited is a company registered in Scotland with Company
> Number SC086146 and VAT number 383030966 and having its registered
> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
>
>
> 
> This e-mail (and any attachment) is intended only for the attention of
> the addressee(s). Its unauthorised use, disclosure, storage or copying
> is not permitted. If you are not the intended recipient, please destroy
> all copies and inform the sender by return e-mail.
> This e-mail (whether you are the sender or the recipient) may be
> monitored, recorded and retained by BiP Solutions Ltd.
> E-mail monitoring/ blocking software may be used, and e-mail content may
> be read at any time.You have a responsibility to ensure laws are not
> broken when composing or forwarding e-mails and their contents.
>
> 
>
> 
> This email has been scanned by Netintelligence
> http://www.netintelligence.com/email
> 
>
> BiP Solutions Limited is a company registered in Scotland with Company
> Number SC086146 and VAT number 383030966 and having its registered
> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
>
>
> 
> This e-mail (and any attachment) is intended only for the attention of
> the addressee(s). Its unauthorised use, disclosure, storage or copying
> is not permitted. If you are not the intended recipient, please destroy
> all copies and inform the sender by return e-mail.
> This e-mail (whether you are the sender or the recipient) may be
> monitored, recorded and retained by BiP Solutions Ltd.
> E-mail monitoring/ blocking software may be used, and e-mail content may
> be read at any time.You have a responsibility to ensure laws are not
> broken when composing or forwarding e-mails and their contents.
>
> 
>
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>

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Re: [rt-users] problem with attached files not sent

[Mathieu Longtin]

Don't know if it's related, but there some issue with selecting the proper
txt and html pair as the message body when sending emails. It will often
pick up an attached text file as the body of the message, and then attach
the body separately.

--
Mathieu Longtin
1-514-803-8977


On Wed, Apr 14, 2010 at 1:04 PM, Julien Rampon  wrote:

> Hi Juergen,
>
> The problem is worse than just a spam-filter, as some of the files are
> randomly omitted when uploading with the web interface : for example, if
> we attach five files, the interface shows perhaps 3 (in the outgoing
> mail) and the customer receives only these 3.
> However, if the customer sends 5 files by email, all 5 are received and
> visible in the web interface.
>
> Julien
>
> Fritz wrote:
> > Hi,
> >
> > to which mail-server do you send your mails? Are there any spam-filter on
> the way? Did you check the mail-server-logs?
> >
> > Juergen
> >
> > -Ursprüngliche Nachricht-
> > Von: rt-users-boun...@lists.bestpractical.com [mailto:
> rt-users-boun...@lists.bestpractical.com] Im Auftrag von Julien Rampon
> > Gesendet: Mittwoch, 14. April 2010 18:04
> > An: rt-users@lists.bestpractical.com
> > Betreff: [rt-users] problem with attached files not sent
> >
> > Hi,
> >
> > Here's my problem !
> >
> > First, I'm using RT 3.8.1, perl 5.8.8 and mysql 5.0.32 on a debian
> (etch).
> >
> > I use the web interface to reply to my customers tickets and I have to
> > attach files to my replies.
> >
> > So I attach files with the "choose file" and then "Add more files"
> buttons.
> >
> > When I update the ticket, sometimes no files are sent, sometimes juste 1
> > of 2 files is sent, sometimes everything works ok.
> >
> > I tested to reply to a ticket with 6 files, 4 times (with the same files)
> > - 1st try, only 5 files were sent
> > - 2nd try, all the 6 files were sent
> > - 3rd try, 4 files were sent
> > - 4th try, 5 files were sent
> >
> > I've got no error in the apache log, and I've not seen this kind of
> > problem anywhere.
> >
> > Help is very welcomed ;)
> >
> > Thanks
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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Re: [rt-users] RT_CorrespondAddressNotSet

[Mathieu Longtin]

That means you didn't configure the $CorrespondAddress or $CommentAddress in
etc/RT_SiteConfig.pm.
--
Mathieu Longtin
1-514-803-8977


On Tue, Jan 12, 2010 at 12:24 PM, Wagner Pereira wrote:

> Hi, folks.
>
> I have noticed, running my preliminary tests, when the RT System send an
> e-mail, the text RT_CorrespondAddressNotSet is showed. Why does it happen?
>
> From: "Wagner Pereira via RT" 
> Reply-To: RT_CorrespondAddressNotSet
>
> --
>
> Wagner Pereira
>
> PoP-SP/RNP - Ponto de Presença da RNP em São Paulo
> CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo
> http://www.pop-sp.rnp.br
> Tel. (11) 3091-8901
>
> ___
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>
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> Commercial support: sa...@bestpractical.com
>
>
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> Buy a copy at http://rtbook.bestpractical.com
>
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[rt-users] mod_perl took huge amount of memory until I cleaned mason_data and session_data

[Mathieu Longtin]

I just saw something really odd with RT 3.8.6.

One of our system process generated 30K tickets in RT. From that point on,
Apache would eat up all the memory on the server and force us to reboot.

I ran an rt-crontool job to reject all those messages. This part has a huge
memory leak, so I had to watch the process and restart it and when it used
to much memory.

Where it got weird is once all the 30K messages were rejected, I restarted
the web server, and right at the first web page request, one of the apache
process took 3GB of RAM. Then another one did the same, and on... So I had
to reboot the server once more.

I managed to fix it by cleaning mason_data and session_data. I have no idea
why that would do anything, but that fixed it.

Maybe some weird memory leak.

--
Mathieu Longtin
1-514-803-8977
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[rt-users] why are Notify actions setting the recipients in prepare rather than commit?

[Mathieu Longtin]

I'm trying to have a scrip that will get the recipients of a ticket from
another source, at creation time.

If I assign the recipients in the "action" section of the scrip, they don't
receive any email, because the notify action gathers the recipient during
prepare.

Should I set the recipients in the "prepare" section and have the action do
nothing?

Thanks

--
Mathieu Longtin
1-514-803-8977
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Re: [rt-users] [FOUND WHY] transaction batch doesn't always get executed

[Mathieu Longtin]

After firing up the old debugger, I found out that when RT is trying to
figure out what scrip to run in "TransactionBatch" mode, it gets a list of
transaction types by calling this:

join( ',', map $_->Type, grep defined, @{$batch} )

in Ticket_Overlay::DESTROY. Unfortunately, permissions get in the way, and
the Harris account is "Unprivileged", but Zonker is "Privileged". I didn't
realize that until now.

Anyway, an unprivileged user is not allowed to see transaction types, so it
never runs TransactionBatch scrips.

The quick fix is to make Type public in
Transaction_Overlay::_OverlayAccessible.
  Type => { public => 1},

But there is probably a reason why it's not accessible. Is there a way for
one line of code to override the permission system?

Just lost a day figuring this out

--
Mathieu Longtin
1-514-803-8977


On Thu, Dec 10, 2009 at 2:12 PM, Mathieu Longtin wrote:

> I have this weird problem:
>
> Two non-privileged user send a support request, Zonker's email fires a
> TransactionBatch scrip, but Harris' email does not. TransactionCreate scrip
> are fired for both users. They come from different domain,
>
> There is no other difference in the users other than their email addresses.
>
>
> If I take Harris' email, change the email address to Zonker, it works fine.
>
> Did anyone ever see that?
>
> Any fix?
>
> Thanks
>
> --
> Mathieu Longtin
> 1-514-803-8977
>
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[rt-users] transaction batch doesn't always get executed

[Mathieu Longtin]

I have this weird problem:

Two non-privileged user send a support request, Zonker's email fires a
TransactionBatch scrip, but Harris' email does not. TransactionCreate scrip
are fired for both users. They come from different domain,

There is no other difference in the users other than their email addresses.

If I take Harris' email, change the email address to Zonker, it works fine.

Did anyone ever see that?

Any fix?

Thanks

--
Mathieu Longtin
1-514-803-8977
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Re: [rt-users] Perl is Broken after Centos 5.4 update

[Mathieu Longtin]

I'm running it on Red Hat ES 5.4 without issues. The only thing about RH and
RT, is that you need to re-install File::Temp everytime the perl RPM is
updated.
--
Mathieu Longtin
1-514-803-8977


On Fri, Nov 13, 2009 at 1:02 PM, Gary L. Greene, Jr. <
ggre...@minervanetworks.com> wrote:

> On Friday 13 November 2009 8:04:35 am Jerrad Pierce wrote:
> > This is not an RT problem per se, and it is yet another example of the
> > problems with relying upon externally controlled (automatically
> > updated) libraries to run a large 3rd party system i.e; you should
> > ideally have a local perl installation to run RT.
> >
> > RH ES4 is known to use an outdated and incompatible Scalar::Util,
> > perhaps ES5 does as well.
> >
> > > "make testdeps" will not run with *** No rule to make target
> > > `testdeps'.  Stop. error.
> >
> > Then your build tree is seriously borked. Fetch and extract another
> > copy so that you *can* run make testdeps.
> > ___
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sa...@bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
>
> I've been running RT just fine on a CentOS box. Note that I've built all
> modules that are required as packages, and noted the breakage of various
> core
> modules as shipped by RH from the CentOS mailing list, so I build packages
> for
> those too parented in the site_perl tree. IMO, the need for a source
> built/local build of Perl is NEVER a good solution to hand to users.
> Running a
> ticketing tool shouldn't require a user to build a local copy of a core
> distribution component.
>
> --
> Gary L. Greene, Jr.
> IT Operations
> Minerva Networks, Inc.
> Cell:  (650) 704-6633
> Phone: (408) 240-1239
> ___
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>
> Community help: http://wiki.bestpractical.com
> Commercial support: sa...@bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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>
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Re: [rt-users] Perl is Broken after Centos 5.4 update

[Mathieu Longtin]

For starters, this sound like httpd crashing and leaving lock files behind.
Not sure how to deal with it.

Check you log in /var/log/httpd/error_log for errors.

--
Mathieu Longtin
1-514-803-8977


On Fri, Nov 13, 2009 at 12:27 AM, Mike  wrote:

>  I am disappointed to report that the fix did not resolve my issues.
>
> I still receive “httpd dead but subsys locked” when restarting httd.
>
> When I try to get to RT, it attempts to open a .part file.  changes
> each time.
>
>
>
> Are there other cpan modules that I need to install?
>
> Could there be scripts that are no longer available?
>
> FYI. I am also running RTFM.
>
>
>
> Thank you in advance,
>
> -Mike Sitzer
>
> 707.477-4077
>
>
>
> *From:* Mathieu Longtin [mailto:math...@closetwork.org]
> *Sent:* Wednesday, November 11, 2009 9:02 PM
> *To:* m...@thesheengroup.com
> *Cc:* rt-users@lists.bestpractical.com
> *Subject:* Re: [rt-users] Perl is Broken after Centos 5.4 update
>
>
>
> How to fix it:
>
> cpan File::Temp
>
> How to future proof it:
> Setup cpan to install File::Temp in site_perl instead of the default
> location, that way it won't get overwritten next time perl is updated.
>
> --
> Mathieu Longtin
> 1-514-803-8977
>
>  On Wed, Nov 11, 2009 at 11:48 PM, Mike  wrote:
>
> Does anyone have suggestions on how to repair perl after Centos-5.4
> upgrade?
>
>
>
> I was running Centos 5.2, mysql and modperl2.
>
> Update brought down Centos 5.4 and a gazillion other updates.
>
> After which:
>
> Apache would not start.
>
> "make testdeps" will not run with *** No rule to make target `testdeps'.
> Stop. error.
>
> installed dependancies using "perl sbin/rt-test-dependencies --with-mysql
> --with-modper2 --install
>
> Apache starts with “httpd dead but subsys locked” error.
>
>
>
> - yum upgrade perl-File-Temp
> 455 packages excluded due to repository priority protections
> Setting up Upgrade Process
> Package(s) perl-File-Temp available, but not installed.
> No Packages marked for Update
>
>
>
> I see a lot of talk about how redhat messed up perl, but I have not seen
> clear instructions on how to fix or prevent it again.
>
>
>
> -Mike Sitzer
>
>
>
>
> ___
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>
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>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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>
>
>
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Re: [rt-users] Perl is Broken after Centos 5.4 update

[Mathieu Longtin]

How to fix it:
cpan File::Temp

How to future proof it:
Setup cpan to install File::Temp in site_perl instead of the default
location, that way it won't get overwritten next time perl is updated.

--
Mathieu Longtin
1-514-803-8977


On Wed, Nov 11, 2009 at 11:48 PM, Mike  wrote:

>   Does anyone have suggestions on how to repair perl after Centos-5.4
> upgrade?
>
>
>
> I was running Centos 5.2, mysql and modperl2.
>
> Update brought down Centos 5.4 and a gazillion other updates.
>
> After which:
>
> Apache would not start.
>
> "make testdeps" will not run with *** No rule to make target `testdeps'.
> Stop. error.
>
> installed dependancies using "perl sbin/rt-test-dependencies --with-mysql
> --with-modper2 --install
>
> Apache starts with “httpd dead but subsys locked” error.
>
>
>
> - yum upgrade perl-File-Temp
> 455 packages excluded due to repository priority protections
> Setting up Upgrade Process
> Package(s) perl-File-Temp available, but not installed.
> No Packages marked for Update
>
>
>
> I see a lot of talk about how redhat messed up perl, but I have not seen
> clear instructions on how to fix or prevent it again.
>
>
>
> -Mike Sitzer
>
>
>
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>
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Re: [rt-users] text attachment get mixed up

[Mathieu Longtin]

Looking at the code for 3.8.6, it looks like something has changed in that
code, but I'm not sure this issue is fixed.

Here's the structure of an email where this happens:

   ID PARENT SUBJECT FILENAMECONTENTTYPE
- -- --- --- -
53345  0 email subject   NULLmultipart/mixed
53346  53345 NULLNULLmultipart/alternative
53347  53346 NULLNULLtext/plain
53348  53346 NULLNULLtext/html
53349  53345 NULLfilename.txttext/plain

But if RT sees a multipart/* as the main message, it assumes the first
text/plain it finds is the right one. But if the first attachment is in a
multipart/mixed is a multipart/alternative, then you have to get the first
text/plain in there.

--
Mathieu Longtin
1-514-803-8977


On Wed, Nov 11, 2009 at 9:22 AM, Potla, Ashish Bassaliel <
c_apo...@qualcomm.com> wrote:

>  I see this too. Is there any fix out there for this?
>
> -Ashish
>  --
> *From:* rt-users-boun...@lists.bestpractical.com [
> rt-users-boun...@lists.bestpractical.com] On Behalf Of Mathieu Longtin [
> math...@closetwork.org]
> *Sent:* Wednesday, November 11, 2009 7:43 PM
> *To:* RT Users Mailing List (E-mail)
> *Subject:* [rt-users] text attachment get mixed up
>
>  When a text attachment is added to a ticket, the emails RT sends put the
> attachment as body, and the actual message as an attachment.
>
> It does that both when creating a ticket using the web interface, and when
> sending an email with an attachment.
>
> It's probably that the code doesn't pick the right plain/text attachment.
>
> This is RT 3.8.5.
>
> --
> Mathieu Longtin
> 1-514-803-8977
>
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[rt-users] text attachment get mixed up

[Mathieu Longtin]

When a text attachment is added to a ticket, the emails RT sends put the
attachment as body, and the actual message as an attachment.

It does that both when creating a ticket using the web interface, and when
sending an email with an attachment.

It's probably that the code doesn't pick the right plain/text attachment.

This is RT 3.8.5.

--
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1-514-803-8977
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[rt-users] Patch for approvals

[Mathieu Longtin]

As I was trying to get approvals to work using the CreateTicket action and
instructions found on the wiki, I encoutered a few problems:

1. AdminCcs of ___Approvals weren't notified, because the approval action
only notified the owner. Of course, there can't be more than one owner, so
getting approval from a few people doesn't work.

2. The notice of approval said that the script was approved by "nobody",
because there was no owner of the approval request. Using a normal change
owner script didn't work, since the email was generated before the owner
change would take effect.

So I fixed that by (1) using "Notify AdminCcs" instead of "Notify Owner",
and (2) by changing the owner of the approval ticket, if it wasn't set.

The patch after the fold.

--
Mathieu Longtin
1-514-803-8977


diff -ur lib/RT/Approval/Rule/NewPending.pm
local/lib/RT/Approval/Rule/NewPending.pm
--- lib/RT/Approval/Rule/NewPending.pm  2009-08-10 14:45:44.0 -0400
+++ local/lib/RT/Approval/Rule/NewPending.pm2009-10-14
15:39:13.0 -0400
@@ -75,7 +75,8 @@

 # first txn entry of the approval ticket
 local $self->{TransactionObj} = $to;
-$self->RunScripAction('Notify Owner', 'New Pending Approval', @_);
+$self->RunScripAction('Notify AdminCcs', 'New Pending Approval', @_);
+#$self->RunScripAction('Notify Owner', 'New Pending Approval', @_);

 return;

diff -ur lib/RT/Approval/Rule/Passed.pm local/lib/RT/Approval/Rule/Passed.pm
--- lib/RT/Approval/Rule/Passed.pm  2009-08-10 14:45:44.0 -0400
+++ local/lib/RT/Approval/Rule/Passed.pm2009-10-15
13:52:37.0 -0400
@@ -63,6 +63,19 @@
 sub Commit {
 my $self = shift;
 my $note;
+
+# Assign approval ticket to transaction creator, if it's not owned
already
+if ( $self->TicketObj->Owner == $RT::Nobody->id ) {
+   my $ActorObj = $self->TransactionObj->CreatorObj;
+
+   $RT::Logger->info("Auto assigning ticket #".$self->TicketObj->id."
to user ". $ActorObj->Name);
+   my ($status, $msg) = $self->TicketObj->SetOwner( $ActorObj->id );
+   unless( $status ) {
+   $RT::Logger->warning("Error assigning ticket
#".$self->TicketObj->id." to ".$ActorObj->Name.": ".$msg);
+   return undef;
+   }
+}
+
 my $t = $self->TicketObj->Transactions;

 while ( my $o = $t->Next ) {
diff -ur lib/RT/Approval/Rule/Rejected.pm
local/lib/RT/Approval/Rule/Rejected.pm
--- lib/RT/Approval/Rule/Rejected.pm2009-08-10 14:45:44.0 -0400
+++ local/lib/RT/Approval/Rule/Rejected.pm  2009-10-15
14:01:30.0 -0400
@@ -63,6 +63,19 @@

 sub Commit {# XXX: from custom prepare code
 my $self = shift;
+
+# Assign approval ticket to transaction creator, if it's not owned
already
+if ( $self->TicketObj->Owner == $RT::Nobody->id ) {
+   my $ActorObj = $self->TransactionObj->CreatorObj;
+
+   $RT::Logger->info("Auto assigning ticket #".$self->TicketObj->id."
to user ". $ActorObj->Name);
+   my ($status, $msg) = $self->TicketObj->SetOwner( $ActorObj->id );
+   unless( $status ) {
+   $RT::Logger->warning("Error assigning ticket
#".$self->TicketObj->id." to ".$ActorObj->Name.": ".$msg);
+   return undef;
+   }
+}
+
 if ( my ($rejected) =
 $self->TicketObj->AllDependedOnBy( Type => 'ticket' ) ) {
 my $note = '';
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Re: [rt-users] RT and Fetchmail

[Mathieu Longtin]

You should know that if a ticket is in file5, a follow up, even if
rt-mailgate assigns it to "General", will still find the right ticket.

You could also create a scrips to change a ticket to another queue on
creation based on sender, or whatever, if that's what you want.

--
Mathieu Longtin
1-514-803-8977


2009/10/21 josé fernandez 

>  Thank you for your reply. In fact I thought it was possible for a RT
> ticket was assigned the file the user has over the user who created the
> email, which is created in RT but I think it is not possible therefore I'll
> do that all tickets created via email or the file has awarded General then I
> myself would grant.
>
> Thank you again
>
>
>
> Le mercredi 21 octobre 2009 à 10:24 -0400, Mathieu Longtin a écrit :
>
>  I'm guessing that fetchmail takes the last MDA argument, and ignores the
> previous 7.
>
> What are you trying to do? Add the same message to all 8 queues?
>
> If that's the case, you should make a little perl script to save the mail
> in a temp file, then call the rt-mailgate 8 times, then erase the temp file.
>
> --
> Mathieu Longtin
> 1-514-803-8977
>
>
>  2009/10/21 josé fernandez 
>
>  Hello,
>
> I configured Fetchmail to the creation of possible ticket by email and it
> works except that all tickets created by email has always assigned the same
> file that is file8.I configured fetchmailrc this way:
>
> poll pop.gmail.com with protocol pop3
>username 'supp...@domain.net' there with password 'pass'
>   no keep
>   ssl
>   no fetchall
> sslfingerprint '92:73:xx etc..'
> mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue General
> --action correspond"
> mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue file2
> --action correspond"
> mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue file3
> --action correspond"
> mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue file4
> --action correspond"
> mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue file5
> --action correspond"
> mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue file6
> --action correspond"
> mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue file7
> --action correspond"
> mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue file8
> --action correspond"
>
> An idea?
>
> Thank you
>
>
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>
>
>
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Re: [rt-users] Approval notification

[Mathieu Longtin]

I changed "Notify Owner" to "Notify AdminCCs", that seemed to fix it.

I'm noticing that the whole Approval thing is kind of clunky.

Another problem I encountered:
When a member of a group approves of a ticket, the owner is not changed, so
the email looks like "Ticket approved by Nobody".

The whole Ruleset thing is kind of nice though, it makes it easy to code
some extensions that involve scrip functionality without inserting scrips
all over the place.

--
Mathieu Longtin
1-514-803-8977


On Wed, Oct 14, 2009 at 2:43 PM, Mathieu Longtin wrote:

> Hello,
>
> I set up a "Create Tickets" script, and the approval ticket is created, but
> no emails is ever sent to the approvers.
>
> I tracked down in RT::Approval::Rule::NewPending, in commit, this code:
>
> # first txn entry of the approval ticket
> local $self->{TransactionObj} = $to;
> $self->RunScripAction('Notify Owner', 'New Pending Approval', @_);
>
> return;
>
> # this generates more correct content of the message, but not sure
> # if ccmessageto is the right way to do this.
> my $template = $self->GetTemplate('New Pending Approval',
>   TicketObj => $top,
>   TransactionObj => $to)
> or return;
>
>
> Was the "return" in the middle left there by mistake? No email is ever sent
> since there is no owner, just a few AdminCC.
>
> Thanks
>
> --
> Mathieu Longtin
> 1-514-803-8977
>
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[rt-users] Approval notification

[Mathieu Longtin]

Hello,

I set up a "Create Tickets" script, and the approval ticket is created, but
no emails is ever sent to the approvers.

I tracked down in RT::Approval::Rule::NewPending, in commit, this code:

# first txn entry of the approval ticket
local $self->{TransactionObj} = $to;
$self->RunScripAction('Notify Owner', 'New Pending Approval', @_);

return;

# this generates more correct content of the message, but not sure
# if ccmessageto is the right way to do this.
my $template = $self->GetTemplate('New Pending Approval',
  TicketObj => $top,
  TransactionObj => $to)
or return;


Was the "return" in the middle left there by mistake? No email is ever sent
since there is no owner, just a few AdminCC.

Thanks

--
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[rt-users] Get a list of overdue tickets

[Mathieu Longtin]

Hi,

I'm trying to make two searches for a dashboard:

- All tickets that were closed after their due datet/time.
- All tickets that are open and have a past due date.

I can't seem to build a search comparing "Due" and "Closed", nor one
comparing "Due" and "sysdate".

Thanks for your help

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Re: [rt-users] RT <-> Trac integration

[Mathieu Longtin]

Create a custom field, then setup the "link values to" field to point to
Trac's ticket.

You can put an arbitrary URL in there that includes the value of your custom
field, your CF, in your case.

From: "Lander, Scott" 
>
>  All,
>
>I have a need to link together RT tickets and Trac tickets.
> Essentially, we do our change control within Trac.   So, in RT, I have a CF
> "Change Control", which, if  set, I would like to have it link to the Trac
> ticket.
>
>The problem is that the two ticket numbers won't match, and trac ticket
> creation doesn't appear to allow you to set the ticket number (no
> surprise).
>
> Can anyone think of anyway to do get the Trac ticket number back and
> auto create the link?
>
> Thanks
>
> Scott
>
>
>
> 
> This e-mail message is intended only for the personal use of the recipient(s) 
> named above. If you are not an intended recipient, you may not review, copy 
> or distribute this message. If you have received this communication in error, 
> please notify the Hearst Service Center (cad...@hearstsc.com) immediately by 
> email and delete the original message.
> 
>
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[rt-users] modifying the create ticket screen

[Mathieu Longtin]

Is there a way to modify the form for ticket creation, so I can place the
fields where I want them?

Thanks

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[rt-users] memory leaks

[Mathieu Longtin]

Hi,

we have RT 3.8.1 installed with mod_perl 2.0.4 on a Red Hat ES5 system, and
using Oracle as a database.

I have noticed a lot of memory leaks on the part of the apache processes. It
seems they grow by 2 to 5K for every page request against RT, and about 10K
for every email loaded by rt-mailgate.

I had to reduce the number of request served by apache before restarting a
process, just to keep the memory usage under control.

Is there anything I can do to fix this?

Thanks

--
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Re: [rt-users] is it possible to demerge a ticket?

[Mathieu Longtin]

Thanks, that worked.

Go in the DB, change the effectiveid of the ticket back to its ID. It could
be easier, but not the end of the world.

--
Mathieu Longtin
1-514-803-8977


On Mon, Feb 16, 2009 at 12:28 PM, Emmanuel Lacour
wrote:

> On Mon, Feb 16, 2009 at 12:20:38PM -0500, Mathieu Longtin wrote:
> > Hi,
> >
> > somebody here merged a ticket with another one, but shouldn't have. Is it
> > possible to split the tickets again?
> >
>
> It's a bit difficult but possible in the DB. See the FAQ entry on this
> at http://wiki.bestpractical.com/.
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[rt-users] is it possible to demerge a ticket?

[Mathieu Longtin]

Hi,

somebody here merged a ticket with another one, but shouldn't have. Is it
possible to split the tickets again?

Thanks

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[rt-users] template on ticket creation

[Mathieu Longtin]

When I create a ticket, is there a way to initially fill the description
with some template? Then the user can edit it, remove it if necessary.

Thanks

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[rt-users] how do you change the columns to display

[Mathieu Longtin]

I just added a custom field, and I'd like it to display in the default
searches, such as when you click on a queue name in the dashboard.

How would I go about doing that?

Thanks

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Re: [rt-users] reall odd apache2 crashes with blank pages

[Mathieu Longtin]

Did you check the various log files?

--
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On Thu, Oct 2, 2008 at 8:35 AM, Gabriel Cadieux <
[EMAIL PROTECTED]> wrote:

> i thought i had good news to share; i came in this morning and RT didn't
> greet me with a white page upon clicking a link or refreshing, but then i
> still noticed a single segfault entry at 5pm yesterday night (this is even
> before i left the office apparently, i simply hand't noticed) it seems like
> the DBD::mysql downgrade didn't change much. :(
>
> to those who also still have not fixed this: has anyone else gotten any
> further with their problem so far? if so, please provide details about what
> you've done up to now to resolve the issue.
>
> thanks.
>
> -Original Message-
> From: [EMAIL PROTECTED]
> [mailto:[EMAIL PROTECTED] Behalf Of Gabriel
> Cadieux
> Sent: Tuesday, September 30, 2008 7:52 AM
> To: RT Users Mailing List (E-mail)
> Subject: Re: [rt-users] reall odd apache2 crashes with blank pages
>
>
> it seems i was too quick to assume that my disabling apache's SSL
> functionality worked to counter this issue;
>
> the server just now crapped out AGAIN with the same symptoms: i clicked a
> link this morning after having a firefox window open on RT all night, and
> was once again greeted with a white page and a nice segfault on my tailf
> console... ;/ it also crashed several more times afterwards, every single
> time i did an F5 to try and refresh.
>
> i have just downgraded to DBD::mysql 4.00.5 (from 4.00.7), and will report
> once more in the next few days on the issue.
>
> good luck to all affected by this ubiquitous issue.
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Re: [rt-users] Possible dumb question...be warned

[Mathieu Longtin]

Make an iPhone app and sell it for 50$ bucks? Then you don't mind giving
away the server, and 50$ for someone who uses RT professionally is cheap.
Heck most commercial issue trackers out there run more than 100$ per seat.

--
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On Wed, Oct 1, 2008 at 12:35 PM, Kenneth Crocker <[EMAIL PROTECTED]> wrote:

> Simon,
>
>
>On top of what Steve said, you had better have a REAL ROBUST
> infrastructure in place. We have over 115 Queues and we have a pretty
> good infrastructure to manage it. As SYS Admin, I would go CRAZY trying
> to make all the permission changes each queue Admin wants or for some
> owner. Or handling the procedures of passing a ticket from one queue to
> another OR the permission requirements for ticket owners between
> different queues where they have parent/child/DependsOn tickets. And
> then there is Project management ANd dtermining which scrips should be
> global and which Queue-based. It's a whole pit full of snakes if you do
> not have a plan for the infrastructure you will need with ALL the queues
> and all the people involved in managing them. Good Luck! We have some
> guides we use for our general users (ticket creators & owners) and the
> queue Admins (Queue managers) that might help. What is your customer
> base or service?
>
>
> Kenn
> LBNL
>
> On 10/1/2008 8:03 AM, Stephen Turner wrote:
> > On Wed, 01 Oct 2008 10:36:00 -0400, Simon Jester <[EMAIL PROTECTED]>
> > wrote:
> >
> >> Is there a limitation on the number of queues that can be created?
> >>
> >>
> >
> > No hard limitation, but there might be a scalability issue for some pages
> > and drop-down lists. For example, Config->Queues gets a bit long with a
> > lot of queues. There might also be performance issues in places that
> check
> > acls for every queue in some list.
> >
> > Steve
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Re: [rt-users] CentOS 5.2 updates broke RT (apache) 3.8.1

[Mathieu Longtin]

Check /var/log/httpd/error_log for the probable cause. I did that update,
and some modules were missing, don't remember which one.

Also, after that, when you get apache to start, if you get a blank page from
RT, you need to start CPAN and do this:
 force install Scalar::Util

That was my problem when I updated perl on RHEL 5.2, should be the same as
on CentOS. It was particularly hard to track since it left no messages
anywhere.

--
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On Wed, Sep 24, 2008 at 2:40 PM, Todd Christensen <[EMAIL PROTECTED]>wrote:

>  Hello
>
> I am in the process of doing a proof of concept for RT 3.8.1 running inside
> a VM session on my laptop with CENTOS 5.2.
>
> I have it up and working and was alerted by the OS that there were 26
> updates for me to apply.  I have run several snapshots through the process
> of building RT - so that I don't break it with out any recourse - so I ran
> the updates.  I noticed there were some Perl updates and let them go on
> anyway.  Needless to say after restarting Apache - just to see if things
> still worked - apache won't start anymore.
>
> Error is "httpd failed: The error was: Starting httpd: [FAILED]
>
> Here are the updates that were applied (from syslog)
>
> Sep 24 11:48:17 pope yum: Updated: perl - 4:5.8.8-15.el5_2.1.i386
> Sep 24 11:48:18 pope yum: Updated: perl-Net-SSLeay - 1.32-1.el5.rf.i386
> Sep 24 11:48:21 pope yum: Updated: perl-Net-DNS - 0.63-1.el5.rf.i386
> Sep 24 11:48:22 pope yum: Updated: perl-IO-Zlib - 1.09-1.el5.rf.noarch
> Sep 24 11:48:23 pope yum: Updated: perl-Archive-Tar - 1.38-1.el5.rf.noarch
> Sep 24 11:48:23 pope yum: Updated: perl-IO-Socket-SSL -
> 1.13-1.el5.rf.noarch
> Sep 24 11:48:24 pope yum: Installed: perl-Compress-Raw-Zlib -
> 2.011-1.el5.rf.i386
> Sep 24 11:48:25 pope yum: Installed: perl-IO-Compress-Base -
> 2.011-1.el5.rf.noarch
> Sep 24 11:48:25 pope yum: Updated: perl-HTML-Tagset - 3.20-1.el5.rf.noarch
> Sep 24 11:48:26 pope yum: Updated: perl-HTML-Parser - 3.56-1.el5.rf.i386
> Sep 24 11:48:36 pope yum: Installed: glib - 1:1.2.10-20.el5.i386
> Sep 24 11:48:37 pope yum: Installed: gtk+ - 1:1.2.10-56.el5.i386
> Sep 24 11:48:40 pope yum: Updated: spamassassin - 3.2.5-1.el5.rf.i386
> Sep 24 11:48:40 pope yum: Installed: perl-IO-Compress-Zlib -
> 2.011-1.el5.rf.noarch
> Sep 24 11:48:41 pope yum: Updated: perl-Compress-Zlib -
> 2.011-1.el5.rf.noarch
> Sep 24 11:48:41 pope yum: Installed: perl-Crypt-PasswdMD5 -
> 1.3-1.2.el5.rf.noarch
> Sep 24 11:48:41 pope yum: Updated: perl-IO-Socket-INET6 -
> 2.54-1.el5.rf.noarch
> Sep 24 11:48:43 pope yum: Updated: lftp - 3.7.3-1.el5.rf.i386
> Sep 24 11:48:43 pope yum: Installed: perl-Net-Daemon - 0.43-1.el5.rf.noarch
> Sep 24 11:48:44 pope yum: Installed: perl-PlRPC - 0.2020-1.el5.rf.noarch
> Sep 24 11:48:46 pope yum: Updated: perl-DBI - 1.605-1.el5.rf.i386
> Sep 24 11:48:48 pope yum: Updated: subversion - 1.5.2-0.1.el5.rf.i386
> Sep 24 11:48:49 pope yum: Updated: nmap - 2:4.20-1.el5.rf.i386
> Sep 24 11:48:50 pope yum: Updated: libwpd - 0.8.14-1.el5.rf.i386
> Sep 24 11:48:51 pope yum: Updated: dstat - 0.6.8-1.el5.rf.noarch
> Sep 24 11:48:51 pope yum: Updated: udftools - 1.0.0b3-3.el5.rf.i386
> Sep 24 11:48:51 pope yum: Updated: mtr - 2:0.74-1.el5.rf.i386
> Sep 24 11:48:52 pope yum: Updated: cadaver - 0.22.5-1.el5.rf.i386
> Sep 24 11:48:52 pope yum: Updated: nmap-frontend - 2:4.20-1.el5.rf.i386
> Sep 24 11:48:53 pope yum: Updated: rsync - 3.0.4-1.el5.rf.i386
> Sep 24 11:48:54 pope yum: Updated: perl-BSD-Resource - 1.2901-1.el5.rf.i386
> Sep 24 11:48:57 pope yum: Updated: iso-codes - 1.0a-1.el5.rf.noarch
> Sep 24 11:48:58 pope yum: Installed: gdk-pixbuf - 1:0.22.0-25.el5.i386
> Sep 24 11:48:58 pope yum: Updated: flash-plugin - 9.0.124.0-1.el5.rf.i386
> Sep 24 11:48:59 pope yum: Updated: rdesktop - 1.5.0-0.el5.rf.i386
> Sep 24 11:49:00 pope yum: Updated: syslinux - 3.71-1.el5.rf.i386
>
> My reason for posting is to know what modules I need to be careful with in
> the future as to what will break RT.  Can anyone tell me which updates
> shouldn't be run?  Anything specific from the list above?  I've reverted to
> my saved snapshot and it's back up again and I did it once more to verify
> that the updates are what broke it - and it is the culprit.
>
> If this goes into production - I want to be informed as to what
> updates/patches can go on easily to keep the OS up to date and what others I
> need to stay away from completely - or just be leary of.
>
> Thanks - there are some great people on this list that PM'd me with a lot
> of great help.
>
> -Todd Christensen
>
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Re: [rt-users] custom field value from arbitrary SQL select

[Mathieu Longtin]

Thanks, that looks exactly like what I wanted.

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On Wed, Sep 17, 2008 at 10:39 AM, Jesse Vincent <[EMAIL PROTECTED]>wrote:

>
>
>
> On Wed, Sep 17, 2008 at 10:19:06AM -0400, Mathieu Longtin wrote:
> > Is there a way to create a "select one value" custom field that gets its
> > valid values from some SQL query, rather than build the list manually?
>
>
> In RT 3.8, have a look at lib/RT/CustomFieldValues/External.pm (And
> Groups.pm for an example of its use)
>
> >
> > Thanks
> >
> > --
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> > 1-514-803-8977
>
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[rt-users] custom field value from arbitrary SQL select

[Mathieu Longtin]

Is there a way to create a "select one value" custom field that gets its
valid values from some SQL query, rather than build the list manually?

Thanks

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Re: [rt-users] auto forward tickets/replies to specific users

[Mathieu Longtin]

You can setup a script so that on creation of a ticket, the CC of the queue
are notified.

Then, in the queue configuration, add the people who would normally receive
email to the mailing list as CC.

--
Mathieu Longtin
1-514-803-8977


On Mon, Sep 8, 2008 at 3:49 AM, David Burrows <[EMAIL PROTECTED]> wrote:

> We maintain several support@ email addresses, which at the moment get
> sent via distribution lists to our various support people.  We wish to
> transition from this setup, to hopefully, an RT setup.
>
> In order to this, we would like the ability to have a copy of each
> ticket/response forwarded to an address AFTER the ticket/response has
> been added to the queue.
>
> eg.  Customer Tim sends "help me" to [EMAIL PROTECTED]
> The following ticket "[mydomain.com #12345] help me" is created, and a
> copy of this ticket is emailed to [EMAIL PROTECTED] (WITH the
> modified subject)
>
> This way, anyone who receives "[EMAIL PROTECTED]", if they were
> to reply to this email (and cc the reply back to [EMAIL PROTECTED])
> .. then the reply will get linked to the appropriate ticket.
>
> Ultimately, when everyone is comfortable with using the new RT system,
> they can be removed from the "[EMAIL PROTECTED]" list, and use
> the web interface instead.
>
> Thanking anyone kindly for any assistance they can give in advance. :)
> ___
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>
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> Commercial support: [EMAIL PROTECTED]
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>
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[rt-users] BUG: UpdateCc and UpdateBcc silently ignore emails with no domain (RT3.8)

[Mathieu Longtin]

The bug:

If you enter this in CC field of the comment or reply screen:

Joe, [EMAIL PROTECTED]

 

Jim will receive the email, Joe won't. And there will be nothing
whatsoever telling you about the missing email to Joe, because it will
have never been sent. Not even a trace in the database.

 

I was looking at fixing this, but there is no obvious way to report an
entry error in the Ticket/Update.html page. Is there something I should
do in ProcessUpdateMessage to indicate the data is wrong and cancel the
update? Or should I put validation before it even gets there?

 

Thanks

 

--

Mathieu Longtin

www.dbsoft.ca

 

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Re: [rt-users] RT 3.6.4 MYSQL Backup*RESOLVED*

[Mathieu Longtin]

Btw, you can also use --skip-extended-insert in mysqldump to insert
statement always insert a single row at a time.

 

From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of andrew
fay
Sent: July 30, 2008 11:02
To: Drew Barnes
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT 3.6.4 MYSQL Backup*RESOLVED*

 

added max_allowed_packet = 16M

to my.ini

The restore operation finished successfully!

Thanks guys,

Andy

> Date: Wed, 30 Jul 2008 10:50:16 -0400
> From: [EMAIL PROTECTED]
> To: [EMAIL PROTECTED]
> CC: [EMAIL PROTECTED]; [EMAIL PROTECTED];
rt-users@lists.bestpractical.com
> Subject: Re: AW: Re: [rt-users] RT 3.6.4 MYSQL Backup
> 
> I have never used Mysql under windows, but from MySQL's documentation:
> When the MySQL server starts on Windows, it looks for options in two 
> files: the my.ini file in the Windows directory, and the C:\my.cnf
file.
> 
> 
> andrew fay wrote:
> > Hi,
> >
> > Sorry I should of been more clear,
> >
> > I have RT 3.6.4 running on an ubuntu machine and backing up the 
> > catalog using the Mysql Administrator. When I am restoring it I am 
> > restoring on to a windows xp pro machine running a mysql server. I 
> > have tried restoring attachments after and before just by itself
with 
> > no luck.
> >
> > How would I set the max_allowed_packet option under windows? I have 
> > access to the console and am using WAMP to run my mysql server.
> >
> > Thanks!
> >
> > Andy
> >
> >

> > Subject: AW: Re: [rt-users] RT 3.6.4 MYSQL Backup
> > Date: Wed, 30 Jul 2008 16:39:02 +0200
> > From: [EMAIL PROTECTED]
> > To: [EMAIL PROTECTED]
> > CC: [EMAIL PROTECTED]; rt-users@lists.bestpractical.com
> >
> > Yes, like drew said, this can also be the problem, i remeber from
our 
> > last move.
> > We increased the max_allowed_packet option massivly, but also
without 
> > success. We did the trick by dumping only the attachments table and 
> > restored them later. Was working fine.
> >
> > - Originalnachricht -
> > Von: Drew Barnes <[EMAIL PROTECTED]>
> > An: Ham MI-ID, Torsten Brumm
> > Cc: [EMAIL PROTECTED] <[EMAIL PROTECTED]>; 
> > rt-users@lists.bestpractical.com 
> > Gesendet: Wed Jul 30 16:35:44 2008
> > Betreff: Re: [rt-users] RT 3.6.4 MYSQL Backup
> >
> > I was thinking that it might be the max_allowed_packet option
my.cnf. 
> > Recent versions of MySQL seem to export the tables in what my office
has
> > begun to refer to as "massive dumps," that is, One insert statement
for
> > each table.
> >
> > One other option would be not exporting the data in binary format,
IIRC.
> >
> >
> > Ham MI-ID, Torsten Brumm wrote:
> > >
> > > Hi fay,
> > > I'm not sure about the error, but if you can't restore the
attachments
> > > table correctly, then your rt install will be broken, rt stores
not
> > > only the things we know as attachment like .doc or .xls, he also
> > > stores each mail text etc there. A broken table is not good in
this
> > > way ;-)
> > >
> > > Can you try as workaround to stop your mysqld copy over the plain
> > > files (innodb etc) to the new server an try to start there.
> > >
> > > Tob
> > >
> > >

> > > *Von*: [EMAIL PROTECTED]
> > > *An*: rt mailing list
> > > *Gesendet*: Wed Jul 30 16:11:20 2008
> > > *Betreff*: [rt-users] RT 3.6.4 MYSQL Backup
> > > Hi,
> > >
> > > I am having a problem backing up the mysql db for our RT
installation,
> > >
> > > I can back it up correctly into an SQL file.. move it to another
> > > machine with mysql running and get errors trying to restore it.
> > >
> > > If I remove the attachments table from the restore then it
restores 
> > fine,
> > >
> > > the error i get is :
> > >
> > > Error while executing this query:INSERT INTO `rtdb`.`Attachments`
> > > VALUES (179,455,178,'','',NULL,'text/plain','none'
> > >
> > > etc and then a mess of illedgable text.
> > >
> > > I am looking into upgrading to the latest version of RT but I
don't
> > > want to do this until I can back everything up correctly.
> > >
> > > Ideally I would like the attachments backed up though.
> > >
> > > If the attachment table can't be saved what will happen if I
restore
> > > this DB on top of a new installation ? will I just not be able to
> > > browse the attachments or will this make it so we are unable to
browse
> > > the old tickets?
> > >
> > > I say this because the new RT will be running on a different
machine
> > > as this one is coming to the end of it's life unfortunatly.
> > >
> > > Thanks in advance!
> > >
> > > Andy
> > >
> > >

> > > Get Hotmail on your Mobile! Try it Now!
> > > 
> > >

> > >
> > > ___
> > > http://lists.bestpractical.com/cgi-bin/mailman/li

Re: [rt-users] Forcing domains in email addresses

[Mathieu Longtin]

Found the difference. RT3.6 use Mail::Address, RT3.8 uses
Email::Address. The later just ignores strings without a @ in there. See
example below.

 

Regardless, I'd like to be able to just block any email address that
have no domain.

 

$ perl -MMail::Address -e 'print join("\n", map { $_->address }
Mail::Address->parse(q{abc [EMAIL PROTECTED]))."\n"'

abc

[EMAIL PROTECTED]

$ perl -MEmail::Address -e 'print join("\n", map { $_->address }
Email::Address->parse(q{abc [EMAIL PROTECTED]))."\n"'

[EMAIL PROTECTED]

 

From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Mathieu
Longtin
Sent: July 29, 2008 10:37
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Forcing domains in email addresses

 

Is there a way to force email address entered to be [EMAIL PROTECTED]
rather than accept just "user"?

 

Also, in 3.8 (as opposed to 3.6), if you enter just "user", the email is
not sent, but no error message is given about it.

 

Thanks

 

-Mathieu

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[rt-users] Forcing domains in email addresses

[Mathieu Longtin]

Is there a way to force email address entered to be [EMAIL PROTECTED]
rather than accept just "user"?

 

Also, in 3.8 (as opposed to 3.6), if you enter just "user", the email is
not sent, but no error message is given about it.

 

Thanks

 

-Mathieu

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Re: [rt-users] Mysql upgrading to RT3.8 gives you garbled UTF8 text

[Mathieu Longtin]

So your patch for utf8 worked, except it's 'utf8', not 'UTF-8'. 

Here's one for the NOT NULL DEFAULT NULL issue:

diff --git a/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl 
b/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-
index 491c904..3585c7e 100755
--- a/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl
+++ b/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl
@@ -339,11 +339,10 @@ sub build_column_definition {
 $res .= 'NULL';
 my $default = column_info(@info{qw(TABLE_NAME COLUMN_NAME)})->{default};
 if ( defined $default ) {
-$default = $dbh->quote($default);
-} else {
-$default = 'NULL';
+   $res .= ' DEFAULT '.$dbh->quote($default);
+} elsif ( $info{'NULLABLE'} ) {
+   $res .= ' DEFAULT NULL'
 }
-$res .= ' DEFAULT '. $default;
 $res .= ' AUTO_INCREMENT' if $info{'mysql_is_auto_increment'};
 return $res;
 }


-Original Message-----
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Ruslan Zakirov
Sent: July 28, 2008 14:41
To: Mathieu Longtin
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Mysql upgrading to RT3.8 gives you garbled UTF8 text

Do you have any customizations of RT code?

Older RT versions were not using any connection adjustments like SET NAMES or 
SET CHARACTER SET and most users had latin-1 as default mysql charset. RT was 
storing UTF-8 data into latin-1 columns what is theoretically wrong, but 
practically works fine. In 3.8 we have to properly define columns as binary, 
UTF-8 or ascii as actually they do contain only this data. MySQL's doc clearly 
says that the only way is to convert field to some binary format (no data 
change) and then to required character set. All these is described in comments 
in the beginning of the script.

Try attached patch instead of what you've described below. I'm going to look at 
"NOT NULL DEFAULT NULL" problem.

On Mon, Jul 28, 2008 at 8:14 PM, Mathieu Longtin <[EMAIL PROTECTED]> wrote:
> First, thanks for the 3.8 upgrade. Much appreciated.
>
> I already had accents in my tickets, and running 
> schema.mysql-4.0-4.1.pl would garble them. This is using mysql 5.0.51a on 
> Redhat.
>
> I discovered that if I skip the VARBINARY part of the upgrade, the 
> data is fine. So instead of
>
>ALTER TABLE Tickets MODIFY Subject VARBINARY(10) NULL DEFAULT 
> NULL;
>ALTER TABLE Tickets MODIFY Subject VARCHAR(10) CHARACTER SET
> utf8 NULL DEFAULT NULL;
>
> Just do:
>
>ALTER TABLE Tickets MODIFY Subject VARCHAR(10) CHARACTER SET
> utf8 NULL DEFAULT NULL;
>
> So, if your data is garbled post upgrade, restore your backup (you had 
> a backup, right?), and follow these instructions to run 
> schema.mysql-4.0-4.1.pl.
>
> You can easily get those UTF8 modify commands like this:
>
>perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | grep
> MODIFY.*utf8
>
>
> Of course, you still need to fix the NOT NULL DEFAULT NULL issue. So, 
> the full command:
>
>perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | \
>grep MODIFY.*utf8 | \
>perl -pe 's/NOT NULL DEFAULT NULL/NOT NULL/' | \
>mysql -urt_user -prt_pass rt
>
> Then, run schema.mysql-4.0-4.1.pl normally, the columns that were 
> fixed already won't be refixed by the upgrade script again.
>
>perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | \
>perl -pe 's/NOT NULL DEFAULT NULL/NOT NULL/' | \
>mysql -urt_user -prt_pass rt
>
>
> -Mathieu
> ___
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>
> Community help: http://wiki.bestpractical.com Commercial support: 
> [EMAIL PROTECTED]
>
>
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>



--
Best regards, Ruslan.
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Re: [rt-users] RT3.8 upgrade: forcing ascii email addresses?

[Mathieu Longtin]

I have a hard time believing that the 300M Chinese on the net have an email 
address spelled with ascii characters, but I just checked with our Exchange 
server here and on gmail, and both refused a single accented letter in the user 
name.

So you are right about restricting it.

As for the "smaller field smaller db" excuse, utf8 is the same as ascii as long 
as you use strictly ascii characters. Also, the last I heard that excuse was 
for putting centuries in dates, thus saving 2 bytes for each date. We all know 
where that got us :)

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Ruslan Zakirov
Sent: July 28, 2008 14:29
To: Mathieu Longtin
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT3.8 upgrade: forcing ascii email addresses?

Nope, they can not. Only comment and phrase parts of addr_spec can,
but address itself can not.

However, may be soon we'll see international domains and situation
could be changed, but at this point I think it's better to stick with
ASCII. Smaller fields - smaller indexes - smaller DB.

On Mon, Jul 28, 2008 at 8:23 PM, Mathieu Longtin <[EMAIL PROTECTED]> wrote:
> Looking at the RT3.8 mysql upgrade script, I found out that most email
> address fields are set to be ASCII characters only:
>
>
>
> ALTER TABLE Users MODIFY EmailAddress VARBINARY(120) NULL DEFAULT NULL;
>
> ALTER TABLE Users MODIFY EmailAddress VARCHAR(120) CHARACTER SET ascii NULL
> DEFAULT NULL;
>
>
>
> This strike me as odd, since email address can contain international
> characters, AFAIK. Correct me if I'm wrong.
>
>
>
> --
>
> Mathieu Longtin
>
> Bureau:   1-514-270-7762x230
>
> Portable: 1-514-803-8977
>
> www.dbsoft.ca
>
>
>
> ___
> 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
>



-- 
Best regards, Ruslan.
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[rt-users] RT3.8 upgrade: forcing ascii email addresses?

[Mathieu Longtin]

Looking at the RT3.8 mysql upgrade script, I found out that most email
address fields are set to be ASCII characters only:

 

ALTER TABLE Users MODIFY EmailAddress VARBINARY(120) NULL DEFAULT NULL;

ALTER TABLE Users MODIFY EmailAddress VARCHAR(120) CHARACTER SET ascii
NULL DEFAULT NULL;

 

This strike me as odd, since email address can contain international
characters, AFAIK. Correct me if I'm wrong.

 

--

Mathieu Longtin

Bureau:   1-514-270-7762x230

Portable: 1-514-803-8977

www.dbsoft.ca

 

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[rt-users] Mysql upgrading to RT3.8 gives you garbled UTF8 text

[Mathieu Longtin]

First, thanks for the 3.8 upgrade. Much appreciated.

I already had accents in my tickets, and running schema.mysql-4.0-4.1.pl
would garble them. This is using mysql 5.0.51a on Redhat.

I discovered that if I skip the VARBINARY part of the upgrade, the data
is fine. So instead of

ALTER TABLE Tickets MODIFY Subject VARBINARY(10) NULL DEFAULT
NULL;
ALTER TABLE Tickets MODIFY Subject VARCHAR(10) CHARACTER SET
utf8 NULL DEFAULT NULL;

Just do:

ALTER TABLE Tickets MODIFY Subject VARCHAR(10) CHARACTER SET
utf8 NULL DEFAULT NULL;

So, if your data is garbled post upgrade, restore your backup (you had a
backup, right?), and follow these instructions to run
schema.mysql-4.0-4.1.pl.

You can easily get those UTF8 modify commands like this:
 
perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | grep
MODIFY.*utf8


Of course, you still need to fix the NOT NULL DEFAULT NULL issue. So,
the full command:

perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | \
grep MODIFY.*utf8 | \
perl -pe 's/NOT NULL DEFAULT NULL/NOT NULL/' | \
mysql -urt_user -prt_pass rt

Then, run schema.mysql-4.0-4.1.pl normally, the columns that were fixed
already won't be refixed by the upgrade script again.

perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | \
perl -pe 's/NOT NULL DEFAULT NULL/NOT NULL/' | \
mysql -urt_user -prt_pass rt


-Mathieu
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