Re: [rt-users] warning message on set ReferTo
RecordTransaction=>0);
if ($pticket_id ne ''){
$Ticket->AddLink(Type=>'RefersTo',Target=>$pticket_id,RecordTransactiosn=>0);
}
}
} # Ticket loop
$RT::Handle->Disconnect();
exit;
[21743] [Mon Dec 22 08:21:54 2014] [warning]: RT::Handle=HASH(0x802572660)
couldn't execute the query 'SELECT COUNT(DISTINCT main.id) FROM Scrips main
JOIN ObjectScrips ObjectScrips_1 ON ( ObjectScrips_1.Scrip = main.id ) JOIN
ScripConditions ScripConditions_2 ON ( ScripConditions_2.id =
main.ScripCondition ) WHERE (ObjectScrips_1.ObjectId = '120' OR
ObjectScrips_1.ObjectId = '0') AND (ObjectScrips_1.Stage = 'TransactionBatch')
AND (ScripConditions_2.ApplicableTransTypes LIKE '%AddLink%' OR
ScripConditions_2.ApplicableTransTypes LIKE '%Any%') AND (main.Disabled = '0')
' at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Handle.pm line
602.
DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x802572660),
"SELECT COUNT(DISTINCT main.id) FROM Scrips main JOIN ObjectSc"...) called at
/usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder.pm line 295
DBIx::SearchBuilder::_DoCount(RT::Scrips=HASH(0x80dd41c18)) called at
/opt/rt4/lib//RT/SearchBuilder.pm line 996
RT::SearchBuilder::_DoCount(RT::Scrips=HASH(0x80dd41c18)) called at
/usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder.pm line 1471
DBIx::SearchBuilder::Count(RT::Scrips=HASH(0x80dd41c18)) called at
/opt/rt4/lib//RT/Scrips.pm line 495
RT::Scrips::_FindScrips(RT::Scrips=HASH(0x80dd41c18), "Stage",
"TransactionBatch", "Type", "AddLink") called at /opt/rt4/lib//RT/Scrips.pm
line 343
RT::Scrips::Prepare(RT::Scrips=HASH(0x80dd41c18), "Type", "AddLink",
"TransactionObj", RT::Transaction=HASH(0x80deae7b0), "Ticket", undef,
"TicketObj", RT::Ticket=HASH(0x80dd41600), ...) called at
/opt/rt4/lib//RT/Scrips.pm line 291
RT::Scrips::Apply(RT::Scrips=HASH(0x80dd41c18), "Stage",
"TransactionBatch", "TicketObj", RT::Ticket=HASH(0x80dd41600),
"TransactionObj", RT::Transaction=HASH(0x80deae7b0), "Type", "AddLink", ...)
called at /opt/rt4/lib//RT/Ticket.pm line 2598
RT::Ticket::_ApplyTransactionBatch(RT::Ticket=HASH(0x80dd41600)) called
at /opt/rt4/lib//RT/Ticket.pm line 2569
RT::Ticket::ApplyTransactionBatch(RT::Ticket=HASH(0x80dd41600)) called
at /opt/rt4/lib//RT/Ticket.pm line 2639
RT::Ticket::DESTROY(RT::Ticket=HASH(0x80dd41600)) called at 02.pl line
149
eval {...} called at 02.pl line 149
(/usr/local/lib/perl5/site_perl/5.14.2/Carp.pm:169)
[82765] [Thu Dec 25 04:19:52 2014] [warning]: RT::Handle=HASH(0x802572648)
couldn't execute the query 'SELECT * FROM Tickets WHERE id = ?' at
/usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 602.
DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x802572648),
"SELECT * FROM Tickets WHERE id = ?", 3330370) called at
/usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1234
DBIx::SearchBuilder::Record::_LoadFromSQL(RT::Ticket=HASH(0x80beca300),
"SELECT * FROM Tickets WHERE id = ?", 3330370) called at
/usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1153
DBIx::SearchBuilder::Record::LoadByCols(RT::Ticket=HASH(0x80beca300),
"id", 3330370) called at
/usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record/Cachable.pm
line 120
DBIx::SearchBuilder::Record::Cachable::LoadByCols(RT::Ticket=HASH(0x80beca300),
"id", 3330370) called at /opt/rt4/lib//RT/Record.pm line 396
RT::Record::LoadByCols(RT::Ticket=HASH(0x80beca300), "id", 3330370)
called at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm
line 1168
DBIx::SearchBuilder::Record::LoadById(RT::Ticket=HASH(0x80beca300),
3330370) called at /opt/rt4/lib//RT/Ticket.pm line 146
RT::Ticket::Load(RT::Ticket=HASH(0x80beca300), 3330370) called at
/opt/rt4/lib//RT/Ticket.pm line 2581
RT::Ticket::_ApplyTransactionBatch(RT::Ticket=HASH(0x80becab88)) called
at /opt/rt4/lib//RT/Ticket.pm line 2569
RT::Ticket::ApplyTransactionBatch(RT::Ticket=HASH(0x80becab88)) called
at /opt/rt4/lib//RT/Ticket.pm line 2639
RT::Ticket::DESTROY(RT::Ticket=HASH(0x80becab88)) called at 02.pl line
149
eval {...} called at 02.pl line 149
(/usr/local/lib/perl5/site_perl/5.14.2/Carp.pm:169)
[82765] [Thu Dec 25 04:19:52 2014] [warning]: TransactionBatch was fired on a
ticket that no longer exists; unable to run scrips! Call
->ApplyTransactionBatch before shredding the ticket, for consistent result
[rt-users] warning message on set ReferTo
Hi All
I have created a script which has below command to create a link
$Ticket->AddLink(Type=>'RefersTo',Target=>$pticket_id,RecordTransactiosn=>0)
;
When I run the script ReferTo link created, but I got below warning as well.
RT version 4.2.8
And line 149 of 02.pl is exit line.
Any idea?
[85829] [Wed Dec 17 07:14:20 2014] [warning]: RT::Handle=HASH(0x802572648)
couldn't execute the query 'SELECT * FROM Tickets WHERE id = ?' at
/usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 602.
DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x802572648),
"SELECT * FROM Tickets WHERE id = ?", 3311056) called at
/usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1234
DBIx::SearchBuilder::Record::_LoadFromSQL(RT::Ticket=HASH(0x80e255cf0),
"SELECT * FROM Tickets WHERE id = ?", 3311056) called at
/usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1153
DBIx::SearchBuilder::Record::LoadByCols(RT::Ticket=HASH(0x80e255cf0), "id",
3311056) called at
/usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record/Cachable.pm
line 120
DBIx::SearchBuilder::Record::Cachable::LoadByCols(RT::Ticket=HASH(0x80e255cf
0), "id", 3311056) called at /opt/rt4/lib//RT/Record.pm line 396
RT::Record::LoadByCols(RT::Ticket=HASH(0x80e255cf0), "id", 3311056)
called at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm
line 1168
DBIx::SearchBuilder::Record::LoadById(RT::Ticket=HASH(0x80e255cf0),
3311056) called at /opt/rt4/lib//RT/Ticket.pm line 146
RT::Ticket::Load(RT::Ticket=HASH(0x80e255cf0), 3311056) called at
/opt/rt4/lib//RT/Ticket.pm line 2581
RT::Ticket::_ApplyTransactionBatch(RT::Ticket=HASH(0x80dd1a9f0))
called at /opt/rt4/lib//RT/Ticket.pm line 2569
RT::Ticket::ApplyTransactionBatch(RT::Ticket=HASH(0x80dd1a9f0))
called at /opt/rt4/lib//RT/Ticket.pm line 2639
RT::Ticket::DESTROY(RT::Ticket=HASH(0x80dd1a9f0)) called at 02.pl
line 149
eval {...} called at 02.pl line 149
(/usr/local/lib/perl5/site_perl/5.14.2/Carp.pm:169)
Re: [rt-users] error 401 Credentials required
Try curl http://192.168.1.201/rt/REST/1.0/ticket/33/comment ?user=&pass=yyuu On Friday, November 7, 2014, Shahab Sharifzadeh wrote: > i run command: > > curl -u root:Nasim1414 http://192.168.1.201/rt/REST/1.0/ticket/33/comment > > but get me error : > > RT/4.0.19 401 Credentials required > > what to do? >
Re: [rt-users] bug in HTML::FormatText::WithLinks::AndTables stops scrips working
> -Original Message- > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > > On Sat, 2013-11-30 at 16:59 +0100, Payam Poursaied wrote: > > In the past weeks, we received considerable complaints from our staff [snip] > > Absolutely a bug; we should be at least sending the HTML part. Please > try https://github.com/bestpractical/rt/commit/8807f0d.patch > > How are your staff generating the problematic HTML, out of curiosity? > Is the CKeditor generating that, or are you pasting in from Word or some > other source? Hi Thank you for the patch. I forwarded it to my colleague to apply and test it. Regarding your question, it had been not generated through CKeditor. I had develop a small code and put it in the Ticket page which shows up 2 links for comment and correspond. They are "mailto:"; links with appropriate properties which bring up outlook with subject tag and subject to the correspond/comment email address of the associated queue. To my team could easily outlook to reply and comment. Some of my colleagues did not create their signature according to our internal manuals, and just copied it from others and that caused extra table. In addition when we faced with this issue, I analyzed all the logs and found that this happed from other sources as well. Some of them were spam (which their format are usually weird) and others by few of our customers
[rt-users] bug in HTML::FormatText::WithLinks::AndTables stops scrips working
Hi
We are using rt4.2.1
In the past weeks, we received considerable complaints from our staff that
their comments and corresponds are not delivered to the requestors (i.e. on
correspond notify requestors).
As we had upgraded from 3.8 to 4.2.1, we thought this might be caused by the
upgrade...
But Checking different things I found the below in the logs:
[3778] [Sat Nov 30 09:24:26 2013] [warning]: Use of uninitialized value $_
in concatenation (.) or string at
/usr/local/lib/perl5/site_perl/5.14.2/HTML/FormatText/With
Links/AndTables.pm line 211.
(/usr/local/lib/perl5/site_perl/5.14.2/HTML/FormatText/WithLinks/AndTables.p
m:211)
[3778] [Sat Nov 30 09:24:26 2013] [error]: Scrip Prepare 6 died. - Can't
call method "content" on an undefined value at
/usr/local/lib/perl5/site_perl/5.14.2/HTML/Form
atText/WithLinks/AndTables.pm line 217.
Stack:
[/usr/local/lib/perl5/site_perl/5.14.2/HTML/FormatText/WithLinks/AndTables.p
m:217]
[/usr/local/lib/perl5/site_perl/5.14.2/HTML/FormatText/WithLinks/AndTables.p
m:101]
[/usr/local/lib/perl5/site_perl/5.14.2/HTML/FormatText/WithLinks/AndTables.p
m:83]
[/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1777]
[/opt/rt4/sbin/../lib/RT/Template.pm:666]
[/opt/rt4/sbin/../lib/RT/Template.pm:421]
[/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:139]
[/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69]
[/opt/rt4/sbin/../lib/RT/ScripAction.pm:222]
[/opt/rt4/sbin/../lib/RT/Scrip.pm:561]
[/opt/rt4/sbin/../lib/RT/Scrips.pm:358]
[/opt/rt4/sbin/../lib/RT/Transaction.pm:189]
[/opt/rt4/sbin/../lib/RT/Record.pm:1626]
[/opt/rt4/sbin/../lib/RT/Ticket.pm:1611]
[/opt/rt4/sbin/../lib/RT/Ticket.pm:1507]
[/opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Fi
lter/TakeAction.pm:374]
[/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1531]
[/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1345]
Working more, I found that, when HTML::FormatText::WithLinks::AndTables
could not parse the message and returned error, the scrips stop working
In this special case, the problem could be generated very easy. Consider
having 2 empty html tables which one of them enclosed in the other:
If the message contains such structure,
HTML::FormatText::WithLinks::AndTables would fail.
Sample code to test:
use HTML::FormatText::WithLinks::AndTables;
if (!(defined($ARGV[0]))) {print print "please enter htmlfile"\n";exit;}
$html=`cat $ARGV[0]`;
my $text = HTML::FormatText::WithLinks::AndTables->convert($html);
print $text;
something regarding this bug is here:
https://rt.cpan.org/Public/Bug/Display.html?id=87457 but I've not applied
it.
First, does anybody else faced with such problem? i.e.
incorrect/incompatible html mail from a customer and/or staff which causes
scrips fail to run scrips? I could not figure it out if this exists in 3.8.
or not.
Second, is that rational behavior for RT? I believe even if such module
failed, at lease scrips should continue working. (maybe it should be
submitted to rt-bugs)
-payam
[rt-users] any way to get directly to the "Crate Ticket" page
Hi All One of my colleagues, create tickets frequently in a specific queue. In RT3.8.8 in made a bookmark similar to http://ticket-server/rt/Ticket/Create.html?Queue=XX and directly got to the ticket create page. But in RT4.2, it seems that in order to prevent cross site script, block direct access to ticket creation page. First, I can understand that blocking direct access to create ticket page is a must in order to prevent cross site forgery, does getting to the first page, which only shows blank page, could causes any problem? I think getting to http://ticket-server/rt/Ticket/Create.html?Queue=XX without any other POST/GET parameter may not be unsafe. Am I wrong? Second, is there any workaround/suggestion to overcome this case? Any comment is appreciated Regards
[rt-users] the best method to update "Resolved Time"
Hi all One of my colleagues, moved thousands of resolved tickets to another queue without deactivating the "On ChangeQueue->Set Status=NEW" scrips. Thereafter several tickets statuses updated to new and he resolved them. This caused incorrect "Resolved Time". I know how to find the Tickets and their actual Resolved time through Transactions table. But I'm not sure about the best method to update "Resolved" field in Tickets table for affected tickets. My Idea is to submit a comment over all tickets and describe the issue and mention that the "resolved" time of those tickets which are not consistent with their latest transaction history, has been updated manually and then update their "Resolved" time manually through the mysql Any advice is appreciated
Re: [rt-users] Ticket owner doesn't receive replies if they're not in the queue
> -Original Message- > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > > Sometimes, a ticket is sitting in queue Q1. We transfer the ticket to > another IT person, Fred, to solve, not realizing that Fred doesn't have > access to queue Q1. The person works on the ticket and resolves it. > Later, a user replies to the ticket, thereby reopening it. We all think > that Fred is going to work on the ticket, so we ignore the email we all > got. But it turns out that the reply doesn't go to Fred, because Fred > can't see the Q1 queue. > Hi You could create scrips to notify owner on comments and corresponds. In addition, you could also grand "SeeQueue" right to those who can be assigned as the owner and grant "SeeTicket" and other required access (i.e. ModifyTicket) to the Owner I believe both will work. The first one may be better when you intent to relay on Email instead of RT GUI, but if the doers are required to check the RT GUI frequently, the second method whit search showing "Thickets I own" would work -payam smime.p7s Description: S/MIME cryptographic signature
Re: [rt-users] Serious problem with mime/html format email containing attachments
> -Original Message- > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley > Sent: Tuesday, October 16, 2012 8:30 PM > > On 10/16/2012 09:37 AM, Payam Poursaied wrote: > > We have a serious problem with rt 3.8.8. I have created and HTML > > template for auto reply as you could see below. When I send HTML > > email, I got the autoreply in a good way, i.e. I got an HTML email as > > same as what I sent to RT. But if there is any attachment, I will get > > plain text email! > > I believe, but am not certain, that this is related to the > "multipart/related" MIME type in your "2-request-with-attach.eml" and is > fixed in the 4.0 series of RT. > > You could spin up a 4.0 test instance somewhere to try it out. > Hi Thomas I tried 4.0.7 a few minutes ago. Unfortunately the result is as same as 3.8.8 Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Time Calculation in Search Queries
Hi all One of my colleagues intended to get daily updates on tickets which has been not updated for past 12 hours. I wrote a perl script and used REST interface. Then parse the output and based on the results, email him. The web URL is something like below which I substitute date with current date-time minus 12 hours http://ticket/rt/REST/1.0/search/ticket?query=Queue = 'NOC-Voice' AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' ) AND LastUpdated < '2012-6-8 16:51' another way came to my mind but I could not completely implement it due to time calculation. In the second way, I intended to create a search and put it into dashboard and subscribe to that dashboard to have it each day in the mailbox. The problem which I could not figure it out, is how to do date calculation in search query, i.e. something like "LastUpdated <= NOW() - 12 hours" is there any mechanism like this at all?
[rt-users] outlook multipart/alternative problem, send plain text when attachments exist
Hi all We are working with 3.8.8. we have the following problem: When any HTML correspond/comment with attachments (i.e doc file) sent to RT from outlook (i.e. outlook 2010), the system sends plain/text part rather than html part. I found that outlook 2010 and 2007 include multipart/alternative into the message so both plain text and html version would be parsed by RT. I found this post: http://lists.bestpractical.com/pipermail/rt-commit/2011-June/020321.html and tried to compare Transaction_Overlay.pm and EmailParser.pm from 3.8.11 and included newly developed code into 3.8.8 but still no success. Any comment/idea? smime.p7s Description: S/MIME cryptographic signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] Add Cc and Mail ticket with RT ident
On Wednesday, February 22, 2012, Radek Svoboda wrote: > Hi, > We use email for creating new tickets. When I send message to RT with CC > to user, the Cc-ed user is CC of the ticket, but the mail get from me > (and his reply to me too). But I need, the reply comms to RT. Is the way, > how to send mail to Cc-ed user via RT directly ? > > Hi Radek We had almost such situation in our system and we solved it some how by change our approaches. Suppose i want to create a ticket and include someone in the loop. First i send an email with only subject to RT. then when i get the auto respond of ticket creatin, then i will put the main content and reply it to RT and include those who should be in the loop. It is also expected that when any one in the loop intend to reply, use reply to all. In this case, althogh the cc people still receive emails directly fro the sender, but tracking would be added to the ticket RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
[rt-users] find all granted access to specific user
Hi I'm looking after a way to get all granted access to specific user. In other word I want to find out, which right has been granted explicitly (i.e. not to the groups which the user is its member). I haven't find anything through the web GUI, but anything in SQL level would be also appreciated. I tried to learn more about ACL, Principals and Users but I could not find any relevant info. Best Regards Payam Poursaied RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Using Scrips assign CustomFields to incoming Tickets (from a pre-defined list of Custom Fields)
Hi Behzad As you mentioned, you want to update both on create and correspond. The scip parameters says it would only trigger on correspond Have you tried to modify the condition to "On Create" or clone this scrip and change the condition of new one to "On Create" I didn't go through your code but that condition make sense My code below (Scrip) simply parses the Subject line of incoming tickets, and "should" attempt to create (& update) an incoming Ticket based on what shows up in the Subject line. Problem: Tickets do get created as I send my emails to RT, yet they do not get set with the Custom Field (from a pre-defined set of custom fields), and Custom Field stays as "no value" A) my Scrip parameters (using the web interface) == Scrip Description: OnCreateAddCF Condition: On Correspond Action: User Defined Template: Correspondence-XYZ Stage:TransactionCreate smime.p7s Description: S/MIME cryptographic signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
[rt-users] Linking to RT from MS Excel
Install firefox and set it as your default browser, then check if the problem get solved or not. I think I had experienced the same thing before with ms IE On Thursday, May 5, 2011, Yan Seiner wrote: > > On Wed, May 4, 2011 3:48 pm, Yan Seiner wrote: >> >> I'm trying to set up a link from a MS Excel spreadsheet to an RT ticket. >> I've tried the "hyperlink" function and also a directl link; no matter >> what I do RT only goes to the home page. >> >> Hyperlinking directly to a ticket seems to work otherwise. Is there >> something particular about excel that makes it break? Does anyone know >> where to look? > > Here's the apache logs of the exchange: > > 140.211.84.66 - - [04/May/2011:16:06:26 -0700] "GET > /Ticket/Display.html?id=9 HTTP/1.1" 302 439 "-" "Mozilla/4.0 (compatible; > MSIE 7.0; Windows NT 6.1; Trident/5.0; SLCC2; .NET CLR 2.0.50727; .NET CLR > 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; MDDS; .NET4.0C; > InfoPath.2)" > 140.211.84.66 - - [04/May/2011:16:06:28 -0700] "GET > /NoAuth/Login.html?next=e7071bf98bd712fceaa850abf5cc00e6 HTTP/1.1" 200 > 5559 "-" "Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 6.1; Trident/5.0; > SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media > Center PC 6.0; MDDS; .NET4.0C; InfoPath.2)" )" > >> > > Anyone have any clue what's going on? > > It looks like a failed login, but the user is logged in on the machine, > and RT opens up on the user's dashboard. >
Re: [rt-users] apache 100% cpu usage
I tried to examine your idea about big search. I did some of them (i.e. 128000 results) but httpd process only peaked (still not 100%) and in a few seconds get back to the normal state. It seems search with large result could not be the exact source if this problem Best Regards From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Payam Poursaied Sent: Sunday, March 20, 2011 8:55 PM To: 'Ruslan Zakirov' Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] apache 100% cpu usage Hi Ruslan Thank you for your response. There isn’t any end! Even after a week! All modules are updated to the latest available port in FreeBSD You gave me a good point to check, but still I am curious to know how such problems could be debugged. Do you have any idea on this issue ? Best Regards From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com] Sent: Sunday, March 20, 2011 7:39 PM To: Payam Poursaied Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] apache 100% cpu usage I see storable perl module there, so it's sessions handling. Look at updates for the module. Try to wait to see if it ends. If it ends then may be It's result of a big search that stored in the session. Newer versions of RT don't store big search results in sessions, only limited amount of records. Check sessions table for big records. Regards, Ruslan. From phone. 20.03.2011 11:19 пользователь "Payam Poursaied" написал: > > 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 SIZE RES STATE C TIME WCPU COMMAND > 77051 www 1 118 0 208M 86080K CPU4 4 87.6H 100.00% httpd > 9403 www 1 118 0 215M 93340K CPU2 2 65.0H 100.00% httpd > 78430 www 1 118 0 226M 100M CPU0 0 58:57 100.00% httpd > 95332 www 1 50 0 205M 83624K sbwait 12 0:02 4.49% httpd > 89664 www 1 46 0 210M 88144K sbwait 11 0:05 2.59% httpd > 95331 www 1 46 0 205M 83464K sbwait 12 0:01 1.66% 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
Re: [rt-users] apache 100% cpu usage
Hi Ruslan Thank you for your response. There isn’t any end! Even after a week! All modules are updated to the latest available port in FreeBSD You gave me a good point to check, but still I am curious to know how such problems could be debugged. Do you have any idea on this issue ? Best Regards From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com] Sent: Sunday, March 20, 2011 7:39 PM To: Payam Poursaied Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] apache 100% cpu usage I see storable perl module there, so it's sessions handling. Look at updates for the module. Try to wait to see if it ends. If it ends then may be It's result of a big search that stored in the session. Newer versions of RT don't store big search results in sessions, only limited amount of records. Check sessions table for big records. Regards, Ruslan. From phone. 20.03.2011 11:19 пользователь "Payam Poursaied" написал: > > 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 SIZE RES STATE C TIME WCPU COMMAND > 77051 www 1 118 0 208M 86080K CPU4 4 87.6H 100.00% httpd > 9403 www 1 118 0 215M 93340K CPU2 2 65.0H 100.00% httpd > 78430 www 1 118 0 226M 100M CPU0 0 58:57 100.00% httpd > 95332 www 1 50 0 205M 83624K sbwait 12 0:02 4.49% httpd > 89664 www 1 46 0 210M 88144K sbwait 11 0:05 2.59% httpd > 95331 www 1 46 0 205M 83464K sbwait 12 0:01 1.66% 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 > /usr/local/lib/perl5/site_perl/5.10.1/mach/auto/Storable/Storable.so > #20 0x00080750c66b in retrieve () from > /usr/local/lib/perl5/site_perl/5.10.1/mach/auto/Storable/Storable.so > #21 0x00080750d55f in do_retrieve () from > /usr/local/lib/perl5/site_perl/5.10.1/mach/auto/Storable/Storable.so > #22 0x00080750dd28 in XS_Storable_mretrieve () from > /
Re: [rt-users] apache 100% cpu usage
Hi Do you mean that looping email would be the source of the problem? I haven’t seen any looped email in our system. Also I have defined all email address in $RTAddressRegexp. So I think it would prevent loop. Isn’t it? From: Mathieu Longtin [mailto:math...@closetwork.org] Sent: Sunday, March 20, 2011 4:02 PM To: Payam Poursaied Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] apache 100% cpu usage 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 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 smime.p7s Description: S/MIME cryptographic signature
[rt-users] apache 100% cpu usage
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 /usr/local/lib/perl5/site_perl/5.10.1/mach/auto/Storable/Storable.so #20 0x00080750c66b in retrieve () from /usr/local/lib/perl5/site_perl/5.10.1/mach/auto/Storable/Storable.so #21 0x00080750d55f in do_retrieve () from /usr/local/lib/perl5/site_perl/5.10.1/mach/auto/Storable/Storable.so #22 0x00080750dd28 in XS_Storable_mretrieve () from /usr/local/lib/perl5/site_perl/5.10.1/mach/auto/Storable/Storable.so #23 0x000803090620 in Perl_pp_entersub () from /usr/local/lib/perl5/5.10.1/mach/CORE/libperl.so #24 0x00080308eb9e in Perl_runops_standard () from /usr/local/lib/perl5/5.10.1/mach/CORE/libperl.so #25 0x0008030c1ee3 in S_docatch () from /usr/local/lib/perl5/5.
Re: [rt-users] search by CommentedOnBy?
You could start by database select Transactions.id,ObjectType,ObjectId,Type,Transactions.Created,Name,EmailAddr ess from Transactions inner join Users on Users.id=Transactions.Creator where ObjectType='RT::Ticket' and Type='Comment' and Transactins.Created>='-MM-DD HH:MM:SS' and Transactions.Created<='-MM-DD HH:MM:SS'; But be aware of 2 things: First: the time is not your localtime, it is GMT0 second: if someone rather than your support team is allowed to comment on tickets, you would have them in the report Date: Thu, 10 Feb 2011 16:25:10 -0500 From: Chris Hall To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] search by CommentedOnBy? I hate to necro an old, dead thread but.. this seems to have come up again.. from two separate people. I did figure out if I edited the advanced section and added __CommentedOnBy__ I could at least see who the last person was to comment on a ticket, but here's my current problem: Helpdesk manager person has some software that spits out how many calls a given worker does, and wants to compare this with the RT records. For example, Worker A takes 54 calls in a night. Helpdesk manager person wants to check the RT records to see if he has made 54 comments for that given night. Kind of a making sure ppl are doing what they're supposed to be doing. So sometime before the end of the month, I need to figure out a way to form a query to show all comments in a given month. Maybe not "show" them, but just a list to say... Worker A commented on the following tickets this month. Does anybody have any suggestions where I could start with something like this? smime.p7s Description: S/MIME cryptographic signature
Re: [rt-users] Not the spell fckeditor when creating a ticket
>Hello, > >when creating a ticket, the spell checker button is disabled fckeditor. >How to enable this button? > >Thank you Have tried it with some browser rather than IE? In share/html/NoAuth/RichText/FCKeditor/fckconfig.js check the following line: FCKConfig.SpellChecker = 'ieSpell' ; // 'ieSpell' | 'SpellerPages' This option has been set to "ieSpell" by default and it caused this button to be disabled in non IE browsers. For more info you can take a look here: http://docs.cksource.com/FCKeditor_2.x/Developers_Guide/Configuration/Spell_ Checker smime.p7s Description: S/MIME cryptographic signature
Re: [rt-users] HTML enabled templates / problem with attachments!
>Date: Mon, 27 Dec 2010 13:14:34 -0500 >From: Thomas Sibley > >On 24 Dec 2010 06:34, Payam Poursaied wrote: >> When my users send HTML enable emails without any attachments, it >> works fine (i.e. the AdminCCs get the copy of incoming correspond in >> HTML enabled form). But if the correspond has any attachments, RT puts >> around $Transaction->Content() and puts only texts in the middle. > >What version of RT are you running? You may need to use $Transaction->Content(Type => 'text/html') to force it to find the HTML part of the mail. Content type preference intuition is improved in development versions of RT. > >Thomas Dear Thomas Thank you for your response. I am using 3.8.8. I tried what you recommended, but there wasn't any success. smime.p7s Description: S/MIME cryptographic signature
[rt-users] HTML enabled templates / problem with attachments!
Hi all
I have created HTML enabled templates.
This is my template for "Admin Correspondence"
-
RT-Attach-Message: yes
Content-Type: text/html
{RT->
Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id}
{$Transaction->Content()}
-
When my users send HTML enable emails without any attachments, it works fine
(i.e. the AdminCCs get the copy of incoming correspond in HTML enabled
form). But if the correspond has any attachments, RT puts
around $Transaction->Content() and puts only texts in the middle.
I found that even if I removed "RT-Attach-Message: yes" directive, the same
behavior occurs.
Could someone explain if I am wrong?
As we are working with RT in non English and Right to Left context, we are
relaying on HTML enabled templates and it is very important for us to have
our notifications (i.e. for CCs, Requestors and AdminCCs) in HTML enabled
forms.
Any help is appreciated
Best Regards
Payam Poursaied
smime.p7s
Description: S/MIME cryptographic signature
Re: [rt-users] Ticket 'Take' field in custom query
>I am looking to add the 'Take' ticket option in a custom query that filters new tickets based on building location. Creating the query is the easy part but I have not been able to figure out how to add the 'Take' option to the query output. You can add the following in the Format and you will have the "Take it" link in your results: 'Take it!/TITLE:Take' smime.p7s Description: S/MIME cryptographic signature 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-users] CommentAddress()/CorrespondAddress method and user rights
Hi all I have created the following callback in order to add a hyper links which will be used in conjunction of a mail clients. In other word, my users could easily click on some links and their mail client would be open with appropriate "To:" and "Subject:" fields. The problem is, when some users (with very limited Rights, i.e. ShowTicket, Comment) browse the Display page of a ticket, Ticket->QueueObj->CorrespondAddress() and $Ticket->QueueObj->CommentAddress() are empty. (although Ticket->QueueObj->SubjectTag() returns value) I could not find anything related to User Rights about above mentioned methods. Could anyone help? local/html/Callbacks/MyCallbacks/Ticket/Elements/ShowBasics/EndOfList: <&|/l&>Action: win7: R eply | Comm ent (Don't use IE) other: Reply | Comment (Don't use IE) <%ARGS> $Ticket => undef <%INIT> 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-users] refine Watch and WatchAsAdminCc or new role?
Hi The following is a scenario which we are facing with it in our company: We have an IT department which serves all the company. One of the departments has several equivalent supervisors. Each of the supervisors can send request to the IT department, but they would like all of the supervisors get update on progress of tickets. I was thinking about the following solution: grant "Requestor" with Watch permission in the mentioned queue (and also showtickets and some other show.) and ask them whenever they create a ticket, they themselves, go and add the group of Supervisors in the CC watcher. It seems that with Watch permission, it is only possible to add self to the list of watchers not anyone else. First Is there any idea to solve this scenario? Second, what about defining new permission level/or modify the logic of current "Watch" and "WatchAsAdminCc" to allow add others as a watcher? Best Regards smime.p7s Description: S/MIME cryptographic signature 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-users] log deleting saved search
Hi all We have a special case in our company and I could not handle it. We have several supervisor who have access to modify saved search for a group. It seems that one of the supervisors delete saved search ( and I think he/she doesn't know even her/himself!) and we couldn't find him/her First: I could not find any relevant log in rt.log or in httpd-access.log to trace the case. Is there any? If not, is it possible to have this feature in the future? Second: as same as tickets: when a ticket deleted, it would not really deleted, just its status changed, is it possible to implement the same method for other objects liked saved-searches in Attributes table? Bests, smime.p7s Description: S/MIME cryptographic signature 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-users] outgoing html emails break
Hi all
My Correspondence template is as below:
RT-Attach-Message: yes
Content-Type: text/html
{$Transaction->Content()}
And I have "On Correspond Notify Requestors and Ccs" Scrip
When the queue receives HTML email without any attachments, the Requestor
receives HTML correspondence as well. But if there was an attachment in the
reply, to Requestor would receive plain/text message (not HTML format)
Any idea?
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[rt-users] creat MAILTO link in search format
Based on my previous email, I wanted to have mailto link in my search page
and also ticket display page to easily use local mail clients such as
outlook to send correspond and add comment for a specific ticket.
Based on Kevin's help, now I created a column map and also a callback. I put
them here so may someone else find it useful. ( it might be so simple for
many ones here but it took me a time to create it so I put it for those who
may be interested )
* create "Link to Correspond and Comment" in Search result
- modify rt3/share/html/Elements/RT__Ticket/ColumnMap and add the
followings:
LinkToCorrespond => {
title => 'Correspond', # loc
value => sub {
return \(''),
$_[0]->loc('Reply'), \'';
},
},
LinkToComment => {
title => 'Comment', # loc
value => sub {
return \(''),
$_[0]->loc('Comment'), \'';
},
},
- reload the webserver
- go to the ticket search page and switch to advanced mode
- now in the "Format" textarea you could have '__LinkToCorrespond__' and
'__LinkToComment__'
* create "Link to Correspond and Comment" in ticket display page
- create the directory hierarchy :
rt3/local/html/Callbacks/YOURCallbacks/Ticket/Elements/ShowBasics
- create "EndOfList" file and put the followings inside it:
<&|/l&>Action:
Reply
|
Comment
<%ARGS>
$Ticket => undef
<%INIT>
- Reload the webserver and then you will find two links in the basic part of
summery.
P.S. Internet Explorer has some problem with these links when open mail
client! Everything in the subject after "#" disappear! But firefox works
fine
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[rt-users] bug or misconfiguration? a requestor with see ticket permission could not add her/his created ticket as a child ticket in another queue
Hi all I'm not sure if this is a bug or miss configuration or ever proper situation in RT: This is the scenario: The Customer Support A who has full access to CS queue, needs to ask NOC staffs (in NOC queue) regarding a specific case. Suppose Ticket #1 has been created in CS queue. Customer Support A has not full access to NOC queue. In NOC queue has been defined "Requestor has Show Ticket permission". Customer Support A sends and email to NOC queue and received #2 as his/her ticket number. She/he wants to add #2 as the child of Ticket #1. System says, you don't have permission. Any idea? smime.p7s Description: S/MIME cryptographic signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] change FORWARD template to support html format
I tried to modify FORWARD global template so support html. I added "Content-Type: text/html" at the first line of that template, but it seems that header of the email become inconsistent which cause mail client (i.e. outlook) do not show the attached forward messages. I checked the source of incoming email with plain and html template and It seems that adding "content-type: text/html" causes " Content-type: multipart/mixed; boundary=" to be put in a wrong place. (I'm not MIME expert so I don't have clear view on this, just I guessed) Regards smime.p7s Description: S/MIME cryptographic signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Forward ticket -> Entry in Ticket history
More than a month ago, someone asked about putting track of forwarded messages in the history page. http://lists.bestpractical.com/pipermail/rt-users/2010-March/063921.html Is there any solution to this? smime.p7s Description: S/MIME cryptographic signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] creat MAILTO link in search format
Hi
I would like to create a more convenient way to reply and comment on
tickets. At the first step I'm planning to create a link in my ticket
searches which open outlook with appropriate subject tag to the appropriate
email address (i.e. commentAddress of CorrespondAddress of the ticket's
queue).
According what I found in this list, I added the followings to ticket column
map (rt3/share/html/Elements/RT__Ticket/ComumnMap):
QueueCorrespond => {
attribute => 'QueueCorrespond',
title => 'QueueCorrespond id', # loc
value => sub { return $_[0]->QueueObj->CorrespondAddress() }
},
QueueSubjectTag => {
attribute => 'QueueSubjectTag',
title => 'QueueSubjectTag id', # loc
value => sub { return $_[0]->QueueObj->SubjectTag() }
},
So I can have access subject tag and correspond address of each ticket.
the second part is create a hyper link in the search result which link to
something like
mailto:__QueueCorrespond__?Subject=[__QueueSubjectTag__ #__id__]
(so, when a User click on the link, automatically default email clients
would open a new message to correspond address of the queue including
appropriate tag in the Subject)
It seems RT Parser do not let use CLICK FOR
REPLY in the format part and if the link does not refer to a website, it
will be removed! (may be because of security and cross site scripting?)
I look through the code, but I could not find the exact place which this
overwrite happen. Could anyone give me a advise or solution to put anything
in the results, even javascripts.
P.S. after overcome this issue, I will try to add comment and reply links
inside the ticket displays page. Did anyone do the same before? I think that
for RICH TEXT, using the web-based editor is a bit difficult. Also if a user
wants to email directly to the queue, should aware of subject tag and queue
correspond/comment address. With this method it would be easier to use the
mail clients (i.e. outlook) as an external complementary interface for the
RT.
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[rt-users] advanced search - customized like with wildcard
Hi all I'm looking for a way to search and find those tickets which their subject starts with 'FAX'. When I use "subject matches 'fax'" in advanced search, the search query is something like .. main.Subject LIKE '%FAX%' . But I'm looking for a way to have a query with higher performance like .. main.Subject LIKE 'FAX%' . Is there any way to make this query? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 & 23 Dublin, Ireland - Mar 15 & 16 Boston, MA, USA - April 5 & 6 Washington DC, USA - Oct 25 & 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] all sender emil addresses in owner field
Hi The instance of our RT became slow specially when clicking on "ticket" link in main page (ticket search). I noticed that more ant thousands of email addresses which are the email address of our customers - requestors- have been put in "Owner" combo box! As I remember, previously only privileged users were displayed in "Owner" field in ticket search. Loading Ticket page (Search page) takes more than 60 second at the moment! Any idea? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 & 23 Dublin, Ireland - Mar 15 & 16 Boston, MA, USA - April 5 & 6 Washington DC, USA - Oct 25 & 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
