Re: [rt-users] Automatted parsing of mails entering an RT queue
Check RT-Extension-ExtractCustomFieldValues Von meinem iPhone gesendet > Am 02.03.2017 um 09:35 schrieb Christopher Kunz : > > Hi all, > > we've been using RT for almost 15 years now with great success, but our > growing company needs a little more automation now. As we are a hosting > company /carrier, we frequently receive abuse reports and security > advisories (for example, automatted scans for UDP amplifiers by the > German national CERT). These enter our abuse queue. > > I would like to parse these mails automatically, and write a parsing > toolkit for each different type of abuse mail (either by sender, or by > specific content signature, or something like that), in order to extract > the affected URIs / IP addresses from the mails and pass them on to an > abuse handling script for further action. > > How would I do that? Are there any articles in the RT wiki that might be > a good starting point? Unfortunately, the "automating RT" page is more > about crontool than about the kind of automation I'm looking for. > > Thanks a lot, > > --ck > - > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Paris - April 24-26, 2017 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Paris - April 24-26, 2017
Re: [rt-users] Mason Cache clear
Check permissions Brian Von meinem iPhone gesendet > Am 31.10.2016 um 18:49 schrieb Dunbar, Brian : > > I was installing RT-Extension-ActivityReports into RT 4.4.0 after the install > I ran > rm -rf /opt/rt4/var/mason_data/obj > then service apache2 restart > > Apache restarted ok but RT will not load. I found this error in syslog but > not sure what to fix. > [40707] mkdir /opt/rt4/var/mason_data/obj/3407077840: Permission denied at > /usr/share/perl5/HTML/Mason/Compiler/ToObject.pm line 115.#012#012Stack:#012 > [/usr/share/perl/5.20/Carp.pm:166]#012 > [/usr/share/perl/5.20/File/Path.pm:156]#012 > [/usr/share/perl/5.20/File/Path.pm:133]#012 > [/usr/share/perl/5.20/File/Path.pm:114]#012 > [/usr/share/perl5/HTML/Mason/Compiler/ToObject.pm:115]#012 > [/usr/share/perl5/HTML/Mason/Interp.pm:440]#012 > [/usr/share/perl5/HTML/Mason/Interp.pm:776]#012 > [/usr/share/perl5/HTML/Mason/Request.pm:259]#012 > [/usr/share/perl5/HTML/Mason/Request.pm:215]#012 > [/opt/rt4/sbin/../lib/RT/Interface/Web/Request.pm:61]#012 > [/usr/share/perl5/Class/Container.pm:275]#012 > [/usr/share/perl5/Class/Container.pm:353]#012 > [/usr/share/perl5/HTML/Mason/Interp.pm:351]#012 > [/usr/share/perl5/HTML/Mason/Interp.pm:345]#012 > [/usr/share/perl5/HTML/Mason/PSGIHandler.pm:59]#012 > [/usr/share/perl5/HTML/Mason/PSGIHandler/Streamy.pm:52]#012 > [/usr/share/perl5/Plack/Util.pm:301]#012 [/usr/share/perl5/ > > Then I google clearing mason cache and it shows > rm -Rf /usr/local/rt4/var/mason_data/obj/* > Not usre if the asterisk at end makes difference I tried that after still no > luck. > > Anyone see what is wrong and how to fix? Greatly appreciated. > - > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - Q1 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - Q1 2017
Re: [rt-users] Option to Emulate another RT user from SuperUser
Search github for: RTx-BecomeUser this Could help you. Von meinem iPhone gesendet > Am 12.11.2015 um 19:23 schrieb Joe Kirby : > > At time some folks on campus report that RT is slow for them. > > I try to create a test user with the same access but this does not always > help me because they may have a lot of tickets or a dashboard item/report > that I cannot emulate. > > Does RT have any built-in mechanism for SuperUser to do such a thing. > > We use single sign on and thus I am unable to override that. > > Thanks > > Joe > > Joe Kirby , Assistant Vice President, Business Systems > Division of Information Technology (DoIT) > Support Response - http://www.umbc.edu/doit > Administration 627 > Office - 410-455-3020 > Email - ki...@umbc.edu >
Re: [rt-users] Custom Html files in local html selfservice
Have you cleared the Mason Cache? Von meinem iPhone gesendet > Am 06.11.2015 um 12:40 schrieb Kobus Bensch : > > Hi > > I have created a customised CreateTicketInQueue.html in > /opt/rt4/local/html/SelfService but it is not picked up. The default file in > /opt/rt4/share/html/SelfService/ is still displayed. Am I missing something? > > I restarted httpd after i made the changes. > > I am on RT 4.2.12 on Centos 6 > > Thanks > > Kobus > > > > -- > > > Trustpay Global Limited is an authorised Electronic Money Institution > regulated by the Financial Conduct Authority registration number 900043. > Company No 07427913 Registered in England and Wales with registered address > 130 Wood Street, London, EC2V 6DL, United Kingdom. > > For further details please visit our website at www.trustpayglobal.com. > > The information in this email and any attachments are confidential and remain > the property of Trustpay Global Ltd unless agreed by contract. It is intended > solely for the person to whom or the entity to which it is addressed. If you > are not the intended recipient you may not use, disclose, copy, distribute, > print or rely on the content of this email or its attachments. If this email > has been received by you in error please advise the sender and delete the > email from your system. Trustpay Global Ltd does not accept any liability for > any personal view expressed in this message.
Re: [rt-users] What's huge RT/Mysql
Ok, we do around 800.000-1.000.000 Tickets a day. The DB is running since 14 years now. Don't See Any Problems with such small amount of Tickets. Von meinem iPhone gesendet > Am 04.11.2015 um 22:23 schrieb Albert Shih : > > Hi everyone, > > I would like to know without any customisation how can a RT instance with > mysql backend can goes. > > As I understand it's the number of tickets who can be a issue. > > Sowhen it's can become a problem ? 50 000 ? 100 000 ? 500 000 ? > > And same question with specific hardware (like mysql on SSD). > > Regards. > > JAS > -- > Albert SHIH > DIO bâtiment 15 > Observatoire de Paris > 5 Place Jules Janssen > 92195 Meudon Cedex > France > Téléphone : +33 1 45 07 76 26/+33 6 86 69 95 71 > xmpp: j...@obspm.fr > Heure local/Local time: > mer 4 nov 2015 22:20:59 CET
Re: [rt-users] RT-Extension-QueueDeactivatedScrips for RT 4.2 ?
RT 4.2 Gas a similar mechanism. Von meinem iPhone gesendet > Am 16.01.2015 um 15:23 schrieb Guadagnino Cristiano > : > > Hi all, > is there an extension like RT-Extension-QueueDeactivatedScrips but > working with RT 4.2? > > What the extension does is allowing an administrator to selectively > deactivate global scrips for a queue. > > thank you in advance. > > Bye > Cris
Re: [rt-users] rt3.8.17 / 4.2.6 / nginx and document-root '/rt'
Wow, thanks! It's next in Quere here.
Von meinem iPhone gesendet
> Am 14.01.2015 um 08:43 schrieb Daniel Schwager :
>
> Hi all,
>
>> thanks for this information - there's the fix - important
>> lines are "location" and "rewrite" - see (1).
>
> I updated to rt 4.2.6 - now, the combination of rt / nginx / fastcgi /
> document-root '/rt' does not work again.
>
> My goal is to map a RT with nginx to a URL like
> "http://www.domain.de:8080/rt"; (instead of "http://www.domain.de:8080";)
>
> Tonight, I played around and found the following working setup:
>
> /etc/nginx/conf.d/rt4.conf
>
> server {
>
>listen 8080;
>server_name host.domain.de;
>root /tmp;
>
># /opt/rt4/etc/RT_SiteConfig.pm
>
>
>
># Set($WebDomain, "host.domain.de");
>
>
>
># Set($WebPort , 8080);
>
>
>
># Set($WebPath , "/rt");
>
>
>
># Set(@ReferrerWhitelist, qw(extranet.domain.de:443 host.domain.de:8080
> ));
>
>
>
>#
>
>
>
>#
>
>
>
>#
>
>
>
>location / {
>
>###
>
>
>
># include /etc/nginx/fastcgi_params;
>
>
>
> fastcgi_param QUERY_STRING$query_string;
> fastcgi_param REQUEST_METHOD $request_method;
> fastcgi_param CONTENT_TYPE$content_type;
> fastcgi_param CONTENT_LENGTH $content_length;
>
> fastcgi_param SCRIPT_FILENAME $request_filename;
> fastcgi_param SCRIPT_NAME $fastcgi_script_name;
> fastcgi_param REQUEST_URI $request_uri;
> fastcgi_param DOCUMENT_URI$document_uri;
> fastcgi_param DOCUMENT_ROOT $document_root;
> fastcgi_param SERVER_PROTOCOL $server_protocol;
>
> fastcgi_param GATEWAY_INTERFACE CGI/1.1;
> fastcgi_param SERVER_SOFTWARE nginx/$nginx_version;
>
> fastcgi_param REMOTE_ADDR $remote_addr;
> fastcgi_param REMOTE_PORT $remote_port;
> fastcgi_param SERVER_ADDR $server_addr;
> fastcgi_param SERVER_PORT $server_port;
> fastcgi_param SERVER_NAME $server_name;
>
> fastcgi_param HTTPS $https;
>
> # PHP only, required if PHP was built with
> --enable-force-cgi-redirect
>
>
> fastcgi_param REDIRECT_STATUS 200;
>###
>
>
>
>
>fastcgi_pass unix:/opt/rt4/var/fastcgi.sock;
>
>fastcgi_param SCRIPT_NAME "/rt";
>fastcgi_param PATH_INFO $uri;
>
> }
>
> }
>
Re: [rt-users] rt3.8.17 / nginx and document-root
Search github for rt-extension-nginx as good starting point.
Von meinem iPhone gesendet
> Am 24.12.2014 um 14:21 schrieb Daniel Schwager :
>
> Hi,
>
> because nginx ist about 20-30% faster than apache2, we tries to move to
> nginx. Our URL is http:///rt
> so WebPath insode RT_SiteConfig.pm is set to "/rt".
>
> Our current nginx config (1) works fine (but only in the document root
> http://, but not with http:///rt)
>
> I'm not familiar with nginx and spent now about 4 hours trying to configure
> rt3+nginx to use http:///rt as the base-url - but I was not able
> to manage it.
>
> Maybe somebody show me how to configure RT/ngnix for a non-root URL ?
>
> regards
> Danny
>
> (1) /etc/nginx/conf.d/rt3.conf
>
> server {
> listen 80;
> server_name artee2.domain.de;
>
> root /opt/rt3/share/html;
> index index.html index.htm;
>
> location / {
>fastcgi_pass unix:/opt/rt3/var/fastcgi.sock;
>
>include/etc/nginx/fastcgi_params;
>fastcgi_param QUERY_STRING $query_string;
>fastcgi_param REQUEST_METHOD $request_method;
>fastcgi_param CONTENT_TYPE $content_type;
>fastcgi_param CONTENT_LENGTH $content_length;
>
>fastcgi_param SCRIPT_NAME "";
>fastcgi_param PATH_INFO $uri;
> }
> }
>
>
> Viele Gruesse
> Daniel Schwager
>
> ---
> DT Netsolution GmbH - Taläckerstr. 30-D-70437 Stuttgart
> Geschäftsführer: Daniel Schwager, Stefan Hörz - HRB Stuttgart 19870
> Tel: +49-711-849910-32, Fax: -932 - Mailto:daniel.schwa...@dtnet.de
>
>
>
>
Re: [rt-users] quick-set Starts date
This is for Due Date but to change it shouldn't be that hard: https://github.com/leinaddm/RT-Extension-DueButtons Torsten Am 02.12.2014 um 03:22 schrieb Alex Peters: > I want to be able to quickly adjust a ticket's Starts date from the ticket's > Display view without going to the ticket's Dates page and manually entering > the date. > > For example, having a "Starts" top-level menu item next to "Actions" with > sub-entries "tomorrow morning," "next week" etc. would achieve this nicely. > > Has anyone already done something like this? Any recommended approaches? Is > there a best-practice way for submitting a POST request from that menu, or > would I have to do it as a GET request? Is anyone aware of a plugin that > works in a similar manner? Any pointers on which callbacks I should target?
Re: [rt-users] Problem with custom lifecycle
Hi Simon, There is an updated version: https://github.com/dmsimard/RT-Extension-QueueDeactivatedScrips?source=c Von meinem iPhone gesendet > Am 27.02.2014 um 09:55 schrieb Simon Wilcox : > > Hi, > > That looks promising but no indication that it works with 4.x. > > I'm not very familiar with RT's extension mechanisms, should I expect > something targeting 3.x to work seamlessly on 4.x ? > > Simon. > >> On 27/02/2014 07:13, Torsten Brumm wrote: >> Try RT-Extension-QueueDeactivatedScrips. Search inside Github. > > > -- > RT Training London, March 19-20 and Dallas May 20-21 > http://bestpractical.com/training -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Problem with custom lifecycle
Try RT-Extension-QueueDeactivatedScrips. Search inside Github. Von meinem iPhone gesendet > Am 26.02.2014 um 23:50 schrieb Simon Wilcox : > > > I think I have found the culprit - there's a load of Global Scrips (probably > hangovers from our original 3.x install, we're now on 4.2.2 via 4.0.8) and > one of those is "On Correspond Open Tickets" - I think this is possibly > running and getting confused as there's no Open state in this lifecycle. > > So new question - is there an easy way to migrate these 14 Global Scrips down > to specific queues, or can I stop them running on a specific queue ? > >> On 26/02/2014 19:37, Simon Wilcox wrote: >> I'm setting up a new lifecycle to manage our change request process and I'm >> seeing some odd behaviour which I'm sure is something obvious. > > -- > RT Training London, March 19-20 and Dallas May 20-21 > http://bestpractical.com/training -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] RT4 & asset tracker
Use the git, it is the latest for 3.8 Von meinem iPhone gesendet Am 15.09.2011 um 15:57 schrieb Aaron Zuercher : > Thanks, > I'll stick with 3.8 for now. Where is the latest code for AT? I've seen a > google code page and a github page and I'm not sure where the most current > code is. > > Aaron > > > > On Thu, Sep 15, 2011 at 8:51 AM, Ruslan Zakirov > wrote: > On Thu, Sep 15, 2011 at 5:46 PM, Aaron Zuercher > wrote: > > Hello, > > Happy RT 3.8 user here. I am interested in adding AssetTracker to my > > install to use for inventory. I'm wondering if I should move to RT4 at the > > same time? Does AT play well with RT4? > > Not yet. Earlier Todd offered betas for testing with RT4. Look in > archives of the list. > > > > > > Thanks, > > Aaron > > > > > > 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 > > > > > > -- > Best regards, Ruslan. > > > 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 Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] RT-Extension-SideBySideView on 4.02
Will have a Look on it Next Week! Torsten Von meinem iPhone gesendet Am 30.08.2011 um 21:33 schrieb Shawn O'Connor : > I'm trying to implement the following: > https://github.com/tbrumm/RT-Extension-SideBySideView > > It says on the website for RT 3.8 > http://www.bestpractical.com/rt/extensions.html?J:V-region-extension-list.id=44 > > I thought I would try it with 4.02, but I get the following error from the > application web page after adding the plugin, refreshing the cache, and > restarting apache. > > could not find component for path '/Ticket/Elements/Tabs' > > So, does it just not work in RT 4.02 yet, or have I don't something wrong? I > installed as per the README and added the plugin reference in the > RT_SiteConfig.pm file. Not quite sure where to go next. --Thanks again. > > And then, maybe I'm missing the obvious -- is there a different way in 4.0x > that I should be doing this? > > > 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 Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Support Contract Client Check
Hi, This is possible, if you find a Way to Store The support Contract information. Good starting Point is Asset tracker in this Case, where you can Store The information. Based on The customfield with The Client information and a Tiny Script you can Link to The Contract and also you can Grab The Time information from The Asset and out them into The Ticket. If you Need more help, let me Know. Von meinem iPhone gesendet Am 24.03.2011 um 12:54 schrieb Walid Haider : > Hi, > > > > I am running RT 3.8.4 and have created a custom field, with a list of all our > clients, so that the client name is selected from the list when creating or > updating a ticket. > > > > I am now looking to implement a way of checking if the client’s support > contract has not expired (and perhaps even, displaying a message informing > the RT user that the client’s contract has expired and also highlighting the > custom field in red – under ticket metadata – when viewing existing tickets > referring to clients that do not have valid support contract). > > > > This support contract information is available in an excel spreadsheet that I > could either: > > · link to RT in some way (of course, the danger here is that in order > for this to work, the name of client must be exactly the same as in RT) or; > > · update the support contract information in RT form time to time > (probably safer this way) > > > > In future, I would also like to allow our clients to be able to view and > update their own tickets, and would also like to deny access (automatically, > based on the check above) if the support contract has expired – possibly > displaying a message informing the user that why the access was denied. > > > > I would really appreciate in if someone could point me in the right direction. > > > > Thanks and regards, > > Walid
Re: [rt-users] Image Linking
Don't think so. Von meinem iPhone gesendet Am 23.03.2011 um 14:53 schrieb Andrea Perotti : > Il 23/03/2011 10:36, Torsten Brumm ha scritto: >> Yes, there is but Not Public. ASK bps for RTx-AttachmentsOnDisk > > :-( > > Any chance that it'll be included in RT-4.0 ? > > > cheers > > -- > Andrea Perotti > System Administrator
Re: [rt-users] Image Linking
Yes, there is but Not Public. ASK bps for RTx-AttachmentsOnDisk Torsten Von meinem iPhone gesendet Am 23.03.2011 um 10:32 schrieb ronald higgins : > Hi RT-Users, > > A quick google didnt hit up any results so I am hoping some list > members might have some info. > > Is there a way/mechanism that will allow for images within tickets to > be stored on the disk filesystem/nfs share as opposed to within the > MySQL Database? > > Regards > > Ronald
Re: [rt-users] RT Archiving Tickets
There is an Extension from bps to Export attachements from db, but it is Not Open so far i Know. Von meinem iPhone gesendet Am 15.03.2011 um 12:52 schrieb ronald higgins : > Greets fellow users, > > We have an RT 3.8.7 Deployment running on Centos with a MySQL backend. > > The DB itself has grown quite large, currently around 300GB with 2.1 > million tickets, this due to customers sending through images which is > part of the ticket. > About a year ago we partitioned the RT Database and that sped up > things quite nicely however we're looking at further ways to improve > speed. Is there any sort of archiving mechanism we can use so that the > DB can run lighter? > > Regards > > Ronald
Re: [rt-users] Help needed with AT (Asset Tracker)
Hi Simon, you should try latest version from git from Todd, he fixed it :-) Torsten 2011/3/8 Simon Dray > Torsten > > > > Any help on this would be greatly appreciated. > > > > > > Regards Simon > > > > *From:* Brumm, Torsten / Kuehne + Nagel / Ham MI-ID [mailto: > torsten.br...@kuehne-nagel.com] > *Sent:* 08 March 2011 13:45 > > *To:* Simon Dray; RT List > *Subject:* AW: [rt-users] Help needed with AT (Asset Tracker) > > > > Hi Simon, > > current user should reflect the id (?) of the currently logged in user, but > now i see, this is not selectable by AT Query Builder - this could be a bug > or simply forgotten. > > > > Will update you (or todd if he is wake) > > > Torsten > > > -- > > *Von:* Simon Dray [mailto:simon.d...@antplc.com] > *Gesendet:* Dienstag, 8. März 2011 14:40 > *An:* Brumm, Torsten / Kuehne + Nagel / Ham MI-ID; RT List > *Betreff:* RE: [rt-users] Help needed with AT (Asset Tracker) > > Torsten Hi > > > > I have tried Owner.Name = ‘__CurrentUser__’ no joy comes back with 0 > > > > Also tried Owner.RealName > > > > Spent most of the morning trying to fathom this out , I cannot see how > __CurrentUser__ is worked out in the AT search > > > > > > Regards Simon > > > > *From:* Brumm, Torsten / Kuehne + Nagel / Ham MI-ID [mailto: > torsten.br...@kuehne-nagel.com] > *Sent:* 08 March 2011 13:29 > *To:* Simon Dray; RT List > *Subject:* AW: [rt-users] Help needed with AT (Asset Tracker) > > > > Hi Simon, > > this should work the same way like inside RT, something like Status = > 'production' AND Owner.Name LIKE 'root' (or better __CurrentUser__ > > > > Then save as a savedSearch -> put to homepage > > > Torsten > > > > Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann > (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian > Marnetté, Mark Reinhardt, Jens Wollesen, Klaus Jäger (stellv.), Sitz: > Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, > Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: > Contern/Luxemburg, Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne > > > -- > > *Von:* rt-users-boun...@lists.bestpractical.com [mailto: > rt-users-boun...@lists.bestpractical.com] *Im Auftrag von *Simon Dray > *Gesendet:* Dienstag, 8. März 2011 14:04 > *An:* RT List > *Betreff:* [rt-users] Help needed with AT (Asset Tracker) > > RT 3.8.9 > > AT version Last Release from Todd > > > > > > I wonder if anyone can help me, I want to be able to offer the users of AT > a view similar to My Tickets this would display the assets currently > assigned to them when they login. > > > > If anyone can help it would be greatly appreciated > > > > > > > > Regards Simon > > > > Simon Dray > > Customer Support Engineer > > ANT Software Limited > > > > > > Tel: +44 1223 716400 Direct: +44 1223 716476 > > > > simon.d...@antplc.com > > > > *HbbTV Specification Approved By ETSI... > http://www.antplc.com/pr_010710.asp* > > * ANT LEGAL DISCLAIMER * > This email and any files transmitted with it are confidential and intended > solely for the use of the individual or entity to whom they are addressed. > They may contain legally privileged information, and may not be disclosed to > anyone else. If you have received this email in error please notify the > sender and delete all copies from your system. > > ANT plc and ANT Software Limited are registered in the United Kingdom at > Cambridge Business Park, Cowley Road, Cambridge, Cambridgeshire CB4 0WZ, > United Kingdom. The registered number for ANT plc is 5372859 and for ANT > Software Limited is 2822565. > > > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de
Re: [rt-users] Any gotchas for load balancing RT's front end?
Hi Todd We use several webservers and an F5 in Front, it's important that you make sure The Sessions of a logged in user come to The Same Webserver. Can Sent to you our setup. Von meinem iPhone gesendet Am 28.01.2011 um 22:35 schrieb Todd Chapman : > We are looking at possibly load balancing RT's web front end. Our > sessions are DB based. > > Are there any gotchas to consider? > > RT 3.6.3 (I know, I know) > > Thanks. > > -Todd
Re: [rt-users] new status not available
Status Name Too Long. Max 10 Chars. Von meinem iPhone gesendet Am 28.01.2011 um 13:58 schrieb Björn Schulz : > Hi all, > > my rt is a rt3.8.7 > > I've a problem with a new status. > I've implement two new status > 'certified' and 'not_certified' > > RT_Siteconfig: > ... > Set(@ActiveStatus, qw(new open stalled)); > Set(@InactiveStatus, qw(certified not_certified resolved closed rejected > deleted)); > ... > > I can change the status of a ticket to 'certified' > but not to 'not_certified'. > > Error message: > Ticket 6073: Illegal value for Status > > Any help is appreciated. > > Cheers, > Björn
Re: [rt-users] RT and mySQL cluster?
Sounds like a Overkill for your setup. Think MySQL Master/Slave is what you are looking for like Emmanuel Said. Torsten Sent from my phone, sorry for all typo's. Am 19.11.2010 um 22:27 schrieb Thierry Thelliez : > And to respond to Emmanuel's question about queues/group/privileged > users, this is a simple setup... 2 queues, 5 groups, and a dozen > privileged users and few hundred unprivileged ones. So I understand > that this is ok? > > > Thierry Thelliez
Re: [rt-users] RT and mySQL cluster?
Hi Thierry, you should tell us more about your setup, Hardware Sizing and so on. How many (concurrent) users etc. Don't think, that you will solve your problems with a mysql cluster.. Torsten 2010/11/19 Thierry Thelliez > Hello all, > > Has anyone some experience running RT on top of MySQL Cluster? > Feasible? Overkill? Any issues? > > We think that with our application we will see peaks/burts of tickets > submissions. We want to be able to absorb these peaks safely. > > Cheers, > Thierry > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de
Re: [rt-users] ShowConfigTab right shows too many Information
Ah, understood, so it's a Feature. Was only confused. Thanks Sent from my phone, sorry for all typo's. Am 19.11.2010 um 19:02 schrieb Jesse Vincent : > > > > On Fri, Nov 19, 2010 at 07:02:03PM +0100, Torsten Brumm wrote: >> Hi Jesse, >> I think i explaned it wrong. Not Inside Tickets is the Problem, it is Inside >> the admin/Users/ Part. They can See all Users without the right adminusers. > > No, you explained it right. I was saying that regular staff users can get the > same data from regular user search on a ticket.
Re: [rt-users] ShowConfigTab right shows too many Information
Hi Jesse, I think i explaned it wrong. Not Inside Tickets is the Problem, it is Inside the admin/Users/ Part. They can See all Users without the right adminusers. Sent from my phone, sorry for all typo's. Am 19.11.2010 um 18:06 schrieb Jesse Vincent : > > > > On Fri, Nov 19, 2010 at 08:41:36AM +0100, Brumm, Torsten / Kuehne + Nagel / > Ham MI-ID wrote: >> Hi RT Users, >> today i figured out on a fresh RT 3.8.8 installation, that a group with only >> ShowConfigTab Right granted globally is able to see all users without having >> the right AdminUsers. All other Options like Groups/Queues/CF's are not >> display any information, only the Admin/Users is listing all. > > Go into the Users tab on a ticket and do a search for users.
Re: [rt-users] SideBySideView Extension install and usage questions
And Yes, you can Fund a Switch under user preferences for this. Torsten Sent from my phone, sorry for all typo's. Am 03.11.2010 um 22:05 schrieb Susan McClure : > I am using RT 3.8.8 and adding the plugin called > Extension-SideBySideView. > > The install gives a warning when I run "perl Makefile.PL" > >> Warning: the following files are missing in your kit: >>lib/RT/Extension/SideBySideView/CustomView.pm >> Please inform the author. >> Writing Makefile for RT::Extension::SideBySideView > > In fact, that .pm file is not in the package but I cannot find > any info about it searching RT and Google etc. > > Can anyone help? > > I am also interested in ANY information about how to setup and > actually use the SideBySideView function once installed. > Ideally I think I would want a System Preferences setting > that defines a ticket display or "RT at a Glance" format > that uses SideBySide viewing. > > Thanks > > -- > Susan K. McClure > Rice University > > Voice: 713.348.4852 > Email: smccl...@rice.edu
Re: [rt-users] SideBySideView Extension install and usage questions
Hi, Pls Grab up the latest, i fixed this some days ago. Torsten Sent from my phone, sorry for all typo's. Am 03.11.2010 um 22:05 schrieb Susan McClure : > I am using RT 3.8.8 and adding the plugin called > Extension-SideBySideView. > > The install gives a warning when I run "perl Makefile.PL" > >> Warning: the following files are missing in your kit: >>lib/RT/Extension/SideBySideView/CustomView.pm >> Please inform the author. >> Writing Makefile for RT::Extension::SideBySideView > > In fact, that .pm file is not in the package but I cannot find > any info about it searching RT and Google etc. > > Can anyone help? > > I am also interested in ANY information about how to setup and > actually use the SideBySideView function once installed. > Ideally I think I would want a System Preferences setting > that defines a ticket display or "RT at a Glance" format > that uses SideBySide viewing. > > Thanks > > -- > Susan K. McClure > Rice University > > Voice: 713.348.4852 > Email: smccl...@rice.edu
Re: [rt-users] Asset Tracker 1.2.3 - Bulk loading assets?
Have a Look into the at Wiki at google Code, there you can find this. Sent from my phone, sorry for all typo's. Am 21.10.2010 um 18:43 schrieb "Jeff Lucas" : > Hello. > > Is there a way to bulk load assets (i.e. from a comma-delimited file) into > Asset Tracker? > > Thanks. > > > > RT 3.8.8, RTFM 2.4.1, Asset Tracker 1.2.3 > > > > -Jeff
Re: [rt-users] RT 3.8.8, RTFM 2.4.1, Asset Tracker 1.2.3
Wait some days for New at. Sent from my phone, sorry for all typo's. Am 20.10.2010 um 21:02 schrieb "Jeff Lucas" : > Hello. > > > > Get the following when running “make install” for Asset Tracker… > > > > > > Creating types...[Wed Oct 20 18:28:29 2010] [crit]: Can't locate object > method "ACLEquivalenceObjects" via package "RTx::AssetTracker::System" at > /apps/rt-3.8.8/lib/RT/Principal_Overlay.pm line 327, line 78. > (/apps/rt-3.8.8/lib/RT.pm:382) > > Can't locate object method "ACLEquivalenceObjects" via package > "RTx::AssetTracker::System" at /apps/rt-3.8.8/lib/RT/Principal_Overlay.pm > line 327, line 78. > > make: *** [initdb] Error 255 > > > > I found a few suggestions after Googling but nothing that helps. Any help > would be greatly appreciated. > > > > Thanks. > > Jeff Lucas
Re: [rt-users] Problem with Approval Creation
OK, problem fixed, found the error.
Use AdminCC: {$Tickets{'TOP'}->AdminCc->MemberEmailAddressesAsString()}
instead
Torsten
2010/10/15 Brumm, Torsten / Kuehne + Nagel / Ham MI-ID <
torsten.br...@kuehne-nagel.com>
> Dear List,
> i'm trying to create an approval Ticket (RT 3.6.5) with the following
> Template:
>
> ===Create-Ticket: INVEST
> Subject: Manager Approval for Investment: {$Tickets{"TOP"}->Id} -
> {$Tickets{"TOP"}->Subject}
> Depended-On-By: TOP
> Refers-To: {$Tickets{'TOP'}->Id()}
> Queue: ___APPROVAL
> Type: approval
> Requestor: {$Tickets{'TOP'}->RequestorAddresses()}
> AdminCC: {$Tickets{'TOP'}->AdminCc->MemberEmailAddresses()}
> Content-Type: text/plain
> Content: Your approval is requested for the ticket {$Tickets{"TOP"}->Id}:
> {$Tickets{"TOP"}->Subject}
>
> {$Tickets{"TOP"}->Transactions->First->Content()}
> ENDOFCONTENT
>
> Script for this:
>
> OnOpen
> CreateTickets
> Template: Approval
>
> So, when a ticket is going to open, create an approval ticket
>
> This is working fine so far, but this Part:
>
> AdminCC: {$Tickets{'TOP'}->AdminCc->MemberEmailAddresses()}
> wont work, the adminCC Field is empty.
>
> Before the ticket is going to open, we add a group as admincc to the
> ticket, and this group members should later on also the approvers.
>
> Below the logfile output:
>
> [Fri Oct 15 10:26:58 2010] [debug]: Workflow: processing create-INVEST of
> RT::Ticket=HASH(0xa6d3980) (/opt/rt3/lib/RT/Action/CreateTickets.pm:588)
> [Fri Oct 15 10:26:58 2010] [debug]: Workflow: evaluating
> Subject: Manager Approval for Investment: {$Tickets{"TOP"}->Id} -
> {$Tickets{"TOP"}->Subject}
> Depended-On-By: TOP
> Refers-To: {$Tickets{'TOP'}->Id()}
> Queue: ___APPROVAL
> Type: approval
> Requestor: {$Tickets{'TOP'}->RequestorAddresses()}
> AdminCC: {$Tickets{'TOP'}->AdminCc->MemberEmailAddresses()}
> Content-Type: text/plain
> Content: Your approval is requested for the ticket {$Tickets{"TOP"}->Id}:
> {$Tickets{"TOP"}->Subject}
>
> {$Tickets{"TOP"}->Transactions->First->Content()}
> ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:881)
> [Fri Oct 15 10:26:58 2010] [debug]: Workflow: yielding
> Subject: Manager Approval for Investment: 44425100 - TEST 9 bitten
> ignorieren
> Depended-On-By: TOP
> Refers-To: 44425100
> Queue: ___APPROVAL
> Type: approval
> Requestor: someu...@company.com
> AdminCC:
> Content-Type: text/plain
> Content: Your approval is requested for the ticket 44425100: TEST 9 bitten
> ignorieren
>
> Requested_by_Region: HQ - Head Quarter
> Requested_by_Name: Some Name
> Value: 123
> Remarks:
>
> TEST
>
>
> ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:897)
> Any ideas? I'm confused at the moment :-(
>
> Thanks
>
> Torsten
>
> Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann
> (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian
> Marnetté, Mark Reinhardt, Jens Wollesen, Klaus Jäger (stellv.), Sitz:
> Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878,
> Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz:
> Contern/Luxemburg, Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
--
MFG
Torsten Brumm
http://www.brumm.me
http://www.elektrofeld.de
RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!
[rt-users] Problem with Approval Creation
Dear List,
i'm trying to create an approval Ticket (RT 3.6.5) with the following
Template:
===Create-Ticket: INVEST
Subject: Manager Approval for Investment: {$Tickets{"TOP"}->Id} -
{$Tickets{"TOP"}->Subject}
Depended-On-By: TOP
Refers-To: {$Tickets{'TOP'}->Id()}
Queue: ___APPROVAL
Type: approval
Requestor: {$Tickets{'TOP'}->RequestorAddresses()}
AdminCC: {$Tickets{'TOP'}->AdminCc->MemberEmailAddresses()}
Content-Type: text/plain
Content: Your approval is requested for the ticket {$Tickets{"TOP"}->Id}:
{$Tickets{"TOP"}->Subject}
{$Tickets{"TOP"}->Transactions->First->Content()}
ENDOFCONTENT
Script for this:
OnOpen
CreateTickets
Template: Approval
So, when a ticket is going to open, create an approval ticket
This is working fine so far, but this Part:
AdminCC: {$Tickets{'TOP'}->AdminCc->MemberEmailAddresses()}
wont work, the adminCC Field is empty.
Before the ticket is going to open, we add a group as admincc to the ticket,
and this group members should later on also the approvers.
Below the logfile output:
[Fri Oct 15 10:26:58 2010] [debug]: Workflow: processing create-INVEST of
RT::Ticket=HASH(0xa6d3980) (/opt/rt3/lib/RT/Action/CreateTickets.pm:588)
[Fri Oct 15 10:26:58 2010] [debug]: Workflow: evaluating
Subject: Manager Approval for Investment: {$Tickets{"TOP"}->Id} -
{$Tickets{"TOP"}->Subject}
Depended-On-By: TOP
Refers-To: {$Tickets{'TOP'}->Id()}
Queue: ___APPROVAL
Type: approval
Requestor: {$Tickets{'TOP'}->RequestorAddresses()}
AdminCC: {$Tickets{'TOP'}->AdminCc->MemberEmailAddresses()}
Content-Type: text/plain
Content: Your approval is requested for the ticket {$Tickets{"TOP"}->Id}:
{$Tickets{"TOP"}->Subject}
{$Tickets{"TOP"}->Transactions->First->Content()}
ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:881)
[Fri Oct 15 10:26:58 2010] [debug]: Workflow: yielding
Subject: Manager Approval for Investment: 44425100 - TEST 9 bitten
ignorieren
Depended-On-By: TOP
Refers-To: 44425100
Queue: ___APPROVAL
Type: approval
Requestor: someu...@company.com
AdminCC:
Content-Type: text/plain
Content: Your approval is requested for the ticket 44425100: TEST 9 bitten
ignorieren
Requested_by_Region: HQ - Head Quarter
Requested_by_Name: Some Name
Value: 123
Remarks:
TEST
ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:897)
Any ideas? I'm confused at the moment :-(
Thanks
Torsten
--
MFG
Torsten Brumm
http://www.brumm.me
http://www.elektrofeld.de
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] Summary Searches
Have a Look in Cpan for summarybyowner from ruslan, think thats what You're Looking for. Von meinem iPhone gesendet Am 11.10.2010 um 17:08 schrieb Jason Ledford : > I have searched the wiki and mailing list and can’t find my answer, so if its > there feel free to point me in that direction. I want to setup a search > similar to the quicksearch, where I get (for example) the users I am > concerned with seeing, and then across the top the same new open and stalled > with summary numbers below. That way each manager can easily see statistics > on their reports without having to see the detail of each call. > > I have created a search for these users and get get the search to work, but > can’t figure out how to do the grouping to get summary numbers. Help is > appreciated. > > Thanks. > > > > 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] Slow Ticket History 3.8.8
Hi Justin, just created inside a RT Test VM (slow one with 500mb ram) a single ticket with around 60 replies and some comments. Tested the speed with different users 1. root user to open this ticket: around 26 sec -> 870 single sql queries in around 4 sec! (Queries: http://pastebin.com/7Yekfx2Y) 2. user with full access (take, own, modify etc): around same time and queries like root (Queries: http://pastebin.com/U0HnPcJL) 3. user with less rights (no take, no own, only showticket, seequeue): time around 15 sec and 600 sql queries in around 2 sec! (Queries: http://pastebin.com/fXDHu6im) After this the apache starts to render the page from the results and push them to the browser. The page is for my few comments/replies already 206KB without any apache optimizations After adding: SetOutputFilter DEFLATE SetEnvIfNoCase Request_URI \.(?:gif|jpe?g|png)$ no-gzip dont-vary SetEnvIfNoCase Request_URI \.pdf$ no-gzip dont-vary ExpiresActive On ExpiresByType text/css "A604800" ExpiresByType image/x-icon "A31536000" ExpiresByType image/gif "A604800" ExpiresByType image/jpg "A604800" ExpiresByType image/jpeg "A604800" ExpiresByType image/png "A604800" ExpiresByType application/x-javascript A3600 Header set Cache-Control "must-revalidate" to the rt vhost, the page load time goes down from 26 sec to 8 sec and from 206 kb to 10kb you should try. Torsten 2010/9/7 Justin Hayes > Well we've captured the time for all the queries run for our long ticket > (which takes ~20secs to generate). > > Total query time is 0.871493s > > So it's not the DB. > > Justin > > --------- > Justin Hayes > OpenBet Support Manager > justin.ha...@openbet.com > > On 7 Sep 2010, at 11:13, Torsten Brumm wrote: > > Hi Justin, > just found this threat, sounds interessting. > > What i read so far: You have 1 quad core system with 8GB RAM, running both > WEB and DB, correct? > > Think you should follow Raed's hints first to log the queries generated > with RT > > In terms of debug; if you have not done this yet enable DBIx-SearchBuilder > StatementLog > Set($StatementLog,’debug’); in your etc/RT_SiteConfig. > > I'm sure you will find some funny queries. Normally the Query Log of > default MySQL can only log queries taking longer than a second, but in your > case i think, you will have several much faster queries but in summary they > take longer - but you can't find in mysql-slow log. > > Some more question regarding your hardware and setup. > > 1. One Server / quad core (hyper threating) -> how many threats for > Mysql/Postgresql? / 8 GB Ram > 2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any I/O > Problems?) > 3. RT Rights Setup, does the user performance is faster or slower than the > performance with root user? > > Some more information? > > We're running also a larger RT Instance with dedicated hardware for DB and > Webservers with no huge perferomance bottlenacks. > > Tob > > 2010/9/7 Justin Hayes > >> I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite a bit >> faster than ours. We're going to try it on a faster server and that should >> drop our times. Guess we just wanted to explore all avenues before throwing >> hardware at the problem. >> >> Justin >> >> - >> Justin Hayes >> OpenBet Support Manager >> justin.ha...@openbet.com >> >> On 7 Sep 2010, at 10:30, Justin Hayes wrote: >> >> Tried Centos last night, and no difference at all. >> >> - >> Justin Hayes >> OpenBet Support Manager >> justin.ha...@openbet.com >> >> On 6 Sep 2010, at 20:49, Justin Hayes wrote: >> >> Hi Ruslan, >> >> Sorry looks like I shrunk the image too much. The thing I find odd is that >> there are others with similar hardware who don't get the problem. It'll be >> great if 3.10 fixes it for me, but I'd love to get to the bottom of it >> first. I'm pretty much positive it's not a DB issue, as I've tried different >> sizes of DB, tried postgres AND mysql etc. I don't think it's apache as I've >> tried the built in webserver with RT and no change there either. >> >> Currently trying to install RT on Centos given that Roy (who has kindly >> been helping me with details of his own setup) appears to have none of the >> same problems on that OS. Perhaps perl is just slow on
Re: [rt-users] Slow Ticket History 3.8.8
OK, now we know, it is not the DB, have you used firebug to check which part of the page takes long? There is a nice addon from BPS to track the page memory used for each request inside github, possible a good point to look next. The time you messured are taken with firefox, Internet explorer? 2010/9/7 Justin Hayes > Well we've captured the time for all the queries run for our long ticket > (which takes ~20secs to generate). > > Total query time is 0.871493s > > So it's not the DB. > > Justin > > - > Justin Hayes > OpenBet Support Manager > justin.ha...@openbet.com > > On 7 Sep 2010, at 11:13, Torsten Brumm wrote: > > Hi Justin, > just found this threat, sounds interessting. > > What i read so far: You have 1 quad core system with 8GB RAM, running both > WEB and DB, correct? > > Think you should follow Raed's hints first to log the queries generated > with RT > > In terms of debug; if you have not done this yet enable DBIx-SearchBuilder > StatementLog > Set($StatementLog,’debug’); in your etc/RT_SiteConfig. > > I'm sure you will find some funny queries. Normally the Query Log of > default MySQL can only log queries taking longer than a second, but in your > case i think, you will have several much faster queries but in summary they > take longer - but you can't find in mysql-slow log. > > Some more question regarding your hardware and setup. > > 1. One Server / quad core (hyper threating) -> how many threats for > Mysql/Postgresql? / 8 GB Ram > 2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any I/O > Problems?) > 3. RT Rights Setup, does the user performance is faster or slower than the > performance with root user? > > Some more information? > > We're running also a larger RT Instance with dedicated hardware for DB and > Webservers with no huge perferomance bottlenacks. > > Tob > > 2010/9/7 Justin Hayes > >> I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite a bit >> faster than ours. We're going to try it on a faster server and that should >> drop our times. Guess we just wanted to explore all avenues before throwing >> hardware at the problem. >> >> Justin >> >> - >> Justin Hayes >> OpenBet Support Manager >> justin.ha...@openbet.com >> >> On 7 Sep 2010, at 10:30, Justin Hayes wrote: >> >> Tried Centos last night, and no difference at all. >> >> - >> Justin Hayes >> OpenBet Support Manager >> justin.ha...@openbet.com >> >> On 6 Sep 2010, at 20:49, Justin Hayes wrote: >> >> Hi Ruslan, >> >> Sorry looks like I shrunk the image too much. The thing I find odd is that >> there are others with similar hardware who don't get the problem. It'll be >> great if 3.10 fixes it for me, but I'd love to get to the bottom of it >> first. I'm pretty much positive it's not a DB issue, as I've tried different >> sizes of DB, tried postgres AND mysql etc. I don't think it's apache as I've >> tried the built in webserver with RT and no change there either. >> >> Currently trying to install RT on Centos given that Roy (who has kindly >> been helping me with details of his own setup) appears to have none of the >> same problems on that OS. Perhaps perl is just slow on the 64bit ubuntu >> we've currently got live. >> >> No idea if it's going to have any effect though :( >> >> Justin >> >> - >> Justin Hayes >> OpenBet Support Manager >> justin.ha...@openbet.com >> >> On 6 Sep 2010, at 18:37, Ruslan Zakirov wrote: >> >> Justin. >> >> First of all, I can not read from the chart, but anyway history rendering >> has been worked on in a new code branch. Probably this code will be part of >> RT 3.10. Code at the moment is unstable, but eventually it wil be faster >> then the current version. >> >> On Mon, Sep 6, 2010 at 8:56 PM, Justin Hayes wrote: >> >>> So far we've tried installing RT on different hardware, both 32 and 64bit >>> versions of linux. RT is still very slow for long tickets. All the time is >>> taken up by the perl/apache process maxing out a core of CPU. >>> >>> We've even gone as far as trying to profile the code. We came up with >>> this graph of where the time was going: >>> >>> >>> We then
Re: [rt-users] Slow Ticket History 3.8.8
Are you running mod_perl2, FastCGI or FCGID? 2010/9/7 Justin Hayes > Thanks Torsten. Will have a look at some of those suggestions. We'd ruled > the DB out as we couldn't find an slow ones in the logs, and also because we > tried a totally fresh DB with only 1 ticket in it, and it was still slow. > But it might just be lots of tiny queries so we'll have another look at > that. > > We've also tried running the web services on a separate server to the DB. > This also made no difference. > > Cheers, > > Justin > > - > Justin Hayes > OpenBet Support Manager > justin.ha...@openbet.com > > On 7 Sep 2010, at 11:13, Torsten Brumm wrote: > > Hi Justin, > just found this threat, sounds interessting. > > What i read so far: You have 1 quad core system with 8GB RAM, running both > WEB and DB, correct? > > Think you should follow Raed's hints first to log the queries generated > with RT > > In terms of debug; if you have not done this yet enable DBIx-SearchBuilder > StatementLog > Set($StatementLog,’debug’); in your etc/RT_SiteConfig. > > I'm sure you will find some funny queries. Normally the Query Log of > default MySQL can only log queries taking longer than a second, but in your > case i think, you will have several much faster queries but in summary they > take longer - but you can't find in mysql-slow log. > > Some more question regarding your hardware and setup. > > 1. One Server / quad core (hyper threating) -> how many threats for > Mysql/Postgresql? / 8 GB Ram > 2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any I/O > Problems?) > 3. RT Rights Setup, does the user performance is faster or slower than the > performance with root user? > > Some more information? > > We're running also a larger RT Instance with dedicated hardware for DB and > Webservers with no huge perferomance bottlenacks. > > Tob > > 2010/9/7 Justin Hayes > >> I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite a bit >> faster than ours. We're going to try it on a faster server and that should >> drop our times. Guess we just wanted to explore all avenues before throwing >> hardware at the problem. >> >> Justin >> >> - >> Justin Hayes >> OpenBet Support Manager >> justin.ha...@openbet.com >> >> On 7 Sep 2010, at 10:30, Justin Hayes wrote: >> >> Tried Centos last night, and no difference at all. >> >> - >> Justin Hayes >> OpenBet Support Manager >> justin.ha...@openbet.com >> >> On 6 Sep 2010, at 20:49, Justin Hayes wrote: >> >> Hi Ruslan, >> >> Sorry looks like I shrunk the image too much. The thing I find odd is that >> there are others with similar hardware who don't get the problem. It'll be >> great if 3.10 fixes it for me, but I'd love to get to the bottom of it >> first. I'm pretty much positive it's not a DB issue, as I've tried different >> sizes of DB, tried postgres AND mysql etc. I don't think it's apache as I've >> tried the built in webserver with RT and no change there either. >> >> Currently trying to install RT on Centos given that Roy (who has kindly >> been helping me with details of his own setup) appears to have none of the >> same problems on that OS. Perhaps perl is just slow on the 64bit ubuntu >> we've currently got live. >> >> No idea if it's going to have any effect though :( >> >> Justin >> >> - >> Justin Hayes >> OpenBet Support Manager >> justin.ha...@openbet.com >> >> On 6 Sep 2010, at 18:37, Ruslan Zakirov wrote: >> >> Justin. >> >> First of all, I can not read from the chart, but anyway history rendering >> has been worked on in a new code branch. Probably this code will be part of >> RT 3.10. Code at the moment is unstable, but eventually it wil be faster >> then the current version. >> >> On Mon, Sep 6, 2010 at 8:56 PM, Justin Hayes wrote: >> >>> So far we've tried installing RT on different hardware, both 32 and 64bit >>> versions of linux. RT is still very slow for long tickets. All the time is >>> taken up by the perl/apache process maxing out a core of CPU. >>> >>> We've even gone as far as trying to profile the code. We came up with >>> this graph of where the time was going: >>> >
Re: [rt-users] Slow Ticket History 3.8.8
Adjust your join queries to always utilize indexes >> >When making adjustments, make tmp_table_size/max_heap_table_size >> equal >> >Reduce your SELECT DISTINCT queries without LIMIT clauses >> > Variables to adjust: >> > *** MySQL's maximum memory usage is dangerously high *** >> > *** Add RAM before increasing MySQL buffer variables *** >> >max_connections (> 150) >> >wait_timeout (< 28800) >> >interactive_timeout (< 28800) >> >query_cache_size (> 16M) >> >join_buffer_size (> 2.0M, or always use indexes with joins) >> >tmp_table_size (> 128M) >> >max_heap_table_size (> 64M) >> >innodb_buffer_pool_size (>= 10G) >> > >> > >> > - >> > Justin Hayes >> > OpenBet Support Manager >> > justin.ha...@openbet.com >> > >> > On 29 Jun 2010, at 15:22, Jason Doran wrote: >> > >> >> Hi, >> >> If you are using mysqld have a look at "mysqltuner.pl" perl script >> (google) >> >> This has fixed quickly many performance issues on both RT and other >> >> web-based software we use. I run this every few weeks and apply >> suggested >> >> changes and then simply restart mysqld when things are quite. >> >> >> >> Regards, >> >> Jason Doran >> >> Computer Centre >> >> NUI, Maynooth >> >> >> >> On 29 Jun 2010, at 14:09, Justin Hayes wrote: >> >> >> >>> Hi everyone, >> >>> >> >>> I've raised this before, but we've had another look at it and still >> can't see how to improve things. >> >>> >> >>> We put a lot of comments/replies in our tickets. Often there can be >> 50-100 entries in a ticket, mostly plain text. Loading such a ticket can >> take 10-20secs. >> >>> >> >>> We don't have any slow queries - all the time seems to be in the code >> rendering the history of the ticket. >> >>> We've had a go at stripping functions out of ShowHistory, >> ShowTransaction and ShowTransactionAttachmments but not had much success. >> >>> >> >>> FWIW our RT runs on quad 3ghz Xeons with 8gb of ram. >> >>> >> >>> I'd like to try and determine if we're just slow, or if this is just >> how long RT takes. Maybe perl is just slow. >> >>> >> >>> Can anyone shed any light on how long it takes them to render long >> tickets in their systems? If you look at the page source it gives you a >> value e.g. >> >>> >> >>> Time to display: 24.996907 >> >>> >> >>> Can anyone share some numbers from theirs for longer tickets? It would >> be really appreciated. >> >>> >> >>> >> >>> Thanks, >> >>> >> >>> Justin >> >>> >> >>> - >> >>> Justin Hayes >> >>> OpenBet Support Manager >> >>> justin.ha...@openbet.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<http://rtbook.bestpracticalcom/> >> >> >> 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 >> >> >> >> >> >> RT Training in Washington DC, USA on Oct 25 & 26 2010 >> Last one this year -- Learn how to get the most out of RT! >> > > > > -- > Best regards, Ruslan. > > > > 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! > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de 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] Auto Login Link in autoreply with password
Damn, you are right, for users with a password this will not work.
Hmmm, possibly other guys have better ideasparse it through john and
then you have it plain text :-(
2010/8/30 Codatel Lists
> This is what the RT replied back to me in the email
>
>
> http://rt.mydomain.com/ticket/SelfService/Display.html?id=139&user=reques...@email.com&pass=
>
>
> there was no password
>
>
> FYI the Auto generation script has no effect here as the requestor is an
> existing email address
>
> so the
>
>
>> {$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$pass}
>>
>>
> line is outside the password auto genrating script.
>
> I believe the $pass parameter has something to do with the script but it is
> not being understood as the line I used is not within that part of the
> script.
>
>
>
>
>
> On 30/08/2010, at 7:48 PM, Torsten Brumm wrote:
>
> OK, the mail sent out, does it have the password posted?
>
> Is this the correct link you created?
>
> http://rt.mydomain.com/ticket/SelfService/Display.html?id=139&user=reques...@email.com&pass=
>
> Or like this?
>
> http://rt.mydomain.com/ticket/SelfService/Display.html?id=139&user=reques...@email.com&pass=
> $pass
>
> ??
> 2010/8/30 Codatel Lists
>
>> I have tried that and I get the following result.
>>
>> The password is blank
>>
>>
>> http://rt.mydomain.com/ticket/SelfService/Display.html?id=139&user=reques...@email.com&pass=
>>
>> On 30/08/2010, at 7:38 PM, Torsten Brumm wrote:
>>
>> Hi,
>> looks like we didn't talked about the same...
>>
>> You like to do this:
>>
>>
>> {$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$Transaction->CreatorObj->__Value('Password')}
>>
>> No idea what is stored here: $Transaction->CreatorObj->__Value('Password'
>> but from the output you sent, it looks like the md5 of the password:
>>
>> You should try this:
>>
>>
>> {$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$pass}
>>
>> inside $pass you sent out the plain text password and i think, the login
>> method with the link will also have the plaintext pass.
>>
>> Torsten
>> 2010/8/29 Codatel Lists
>>
>>> I am trying to setup my autoreply so that it has a direct link for the
>>> requestor to click and he can be logged straight into the RT.
>>> I am new to the eco system and have been playing around with it over the
>>> past few days.
>>> Ive hit a roadblock and am hoping someone can help me out.
>>>
>>> I have inserted the following into the autoreply template
>>>
>>>
>>> {$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$Transaction->CreatorObj->__Value('Password')}
>>>
>>>
>>> It almost works perfectly except for the fact that the password actually
>>> goes out encrypted and is pretty useless.
>>>
>>> this is the link that the requestor gets back
>>>
>>>
>>>
>>> http://rt.mydomain.com.au/ticket/SelfService/Display.html?id=138&user=reques...@email.com&pass=091128365216c001205810ed3po175fb<http://rt.mydoman.com/ticket/SelfService/Display.html?id=138&user=reques...@email.com&pass=091128365216c001205810ed3po175fb>
>>>
>>>
>>>
>>> Below is my entire template.
>>>
>>>
>>> Can someone please let me know how I am able to send a clickable link
>>> with every autoreply that will take the requestor straight to the ticket on
>>> the web.
>>>
>>> Subject: AutoReply: {$Ticket->Subject}
>>>
>>>
>>> Greetings,
>>>
>>> This message has been automatically generated in response to the
>>> creation of a helpdesk call:
>>>
>>> "{$Ticket->Subject()}",
>>>
>>> a summary of which appears below.
>>>
>>> There is no need to reply to this message right now. Your ticket has been
>>> assigned an ID of [{$rtname} #{$Ticket->id()}]. Please include this
>>> string
>>> in the subject line of all future correspondence about this issue.
>>>
>>> {
>>> *RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;
>>>
>>>
>&g
Re: [rt-users] Auto Login Link in autoreply with password
OK, the mail sent out, does it have the password posted?
Is this the correct link you created?
http://rt.mydomain.com/ticket/SelfService/Display.html?id=139&user=reques...@email.com&pass=
Or like this?
http://rt.mydomain.com/ticket/SelfService/Display.html?id=139&user=reques...@email.com&pass=
$pass
??
2010/8/30 Codatel Lists
> I have tried that and I get the following result.
>
> The password is blank
>
>
> http://rt.mydomain.com/ticket/SelfService/Display.html?id=139&user=reques...@email.com&pass=
>
> On 30/08/2010, at 7:38 PM, Torsten Brumm wrote:
>
> Hi,
> looks like we didn't talked about the same...
>
> You like to do this:
>
>
> {$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$Transaction->CreatorObj->__Value('Password')}
>
> No idea what is stored here: $Transaction->CreatorObj->__Value('Password'
> but from the output you sent, it looks like the md5 of the password:
>
> You should try this:
>
>
> {$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$pass}
>
> inside $pass you sent out the plain text password and i think, the login
> method with the link will also have the plaintext pass.
>
> Torsten
> 2010/8/29 Codatel Lists
>
>> I am trying to setup my autoreply so that it has a direct link for the
>> requestor to click and he can be logged straight into the RT.
>> I am new to the eco system and have been playing around with it over the
>> past few days.
>> Ive hit a roadblock and am hoping someone can help me out.
>>
>> I have inserted the following into the autoreply template
>>
>>
>> {$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$Transaction->CreatorObj->__Value('Password')}
>>
>>
>> It almost works perfectly except for the fact that the password actually
>> goes out encrypted and is pretty useless.
>>
>> this is the link that the requestor gets back
>>
>>
>>
>> http://rt.mydomain.com.au/ticket/SelfService/Display.html?id=138&user=reques...@email.com&pass=091128365216c001205810ed3po175fb<http://rt.mydoman.com/ticket/SelfService/Display.html?id=138&user=reques...@email.com&pass=091128365216c001205810ed3po175fb>
>>
>>
>>
>> Below is my entire template.
>>
>>
>> Can someone please let me know how I am able to send a clickable link with
>> every autoreply that will take the requestor straight to the ticket on the
>> web.
>>
>> Subject: AutoReply: {$Ticket->Subject}
>>
>>
>> Greetings,
>>
>> This message has been automatically generated in response to the
>> creation of a helpdesk call:
>>
>> "{$Ticket->Subject()}",
>>
>> a summary of which appears below.
>>
>> There is no need to reply to this message right now. Your ticket has been
>> assigned an ID of [{$rtname} #{$Ticket->id()}]. Please include this
>> string
>> in the subject line of all future correspondence about this issue.
>>
>> {
>> *RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;
>>
>>
>> if (($Transaction->CreatorObj->id != $RT::Nobody->id) &&
>> (!$Transaction->CreatorObj->Privileged) &&
>> ($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*')
>> ) {
>>
>>
>>
>> my $user = RT::User->new($RT::SystemUser);
>> $user->Load($Transaction->CreatorObj->Id);
>> my ($stat, $pass) = $user->SetRandomPassword();
>>
>>
>>
>> if (!$stat) {
>> $OUT .=
>>
>> "An internal error has occurred. RT was not able to set a password for
>> you.
>> Please contact your local RT administrator for assistance.";
>>
>>
>> }
>>
>>
>> $OUT .= "
>> You can check the current status and history of your requests at:
>>
>>
>> ".$RT::WebURL."
>>
>>
>> When prompted, enter the following username and password:
>>
>>
>> Username: ".$user->Name."
>> Password: ".$pass."
>>
>> ";
>> }
>> }
>>
>> {$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$Transaction->CreatorObj->__Value('Password')}
>>
>> Thank you.
>> {$Ticket->QueueObj->CorrespondAddress()}
>>
>>
>> -
>> {$Transaction->Content()}
>>
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
>
>
>
> --
> MFG
>
> Torsten Brumm
>
> http://www.brumm.me
> http://www.elektrofeld.de
>
>
>
--
MFG
Torsten Brumm
http://www.brumm.me
http://www.elektrofeld.de
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] Auto Login Link in autoreply with password
Hi,
looks like we didn't talked about the same...
You like to do this:
{$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$Transaction->CreatorObj->__Value('Password')}
No idea what is stored here: $Transaction->CreatorObj->__Value('Password'
but from the output you sent, it looks like the md5 of the password:
You should try this:
{$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$pass}
inside $pass you sent out the plain text password and i think, the login
method with the link will also have the plaintext pass.
Torsten
2010/8/29 Codatel Lists
> I am trying to setup my autoreply so that it has a direct link for the
> requestor to click and he can be logged straight into the RT.
> I am new to the eco system and have been playing around with it over the
> past few days.
> Ive hit a roadblock and am hoping someone can help me out.
>
> I have inserted the following into the autoreply template
>
>
> {$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$Transaction->CreatorObj->__Value('Password')}
>
>
> It almost works perfectly except for the fact that the password actually
> goes out encrypted and is pretty useless.
>
> this is the link that the requestor gets back
>
>
>
> http://rt.mydomain.com.au/ticket/SelfService/Display.html?id=138&user=reques...@email.com&pass=091128365216c001205810ed3po175fb<http://rt.mydoman.com/ticket/SelfService/Display.html?id=138&user=reques...@email.com&pass=091128365216c001205810ed3po175fb>
>
>
>
> Below is my entire template.
>
>
> Can someone please let me know how I am able to send a clickable link with
> every autoreply that will take the requestor straight to the ticket on the
> web.
>
> Subject: AutoReply: {$Ticket->Subject}
>
>
> Greetings,
>
> This message has been automatically generated in response to the
> creation of a helpdesk call:
>
> "{$Ticket->Subject()}",
>
> a summary of which appears below.
>
> There is no need to reply to this message right now. Your ticket has been
> assigned an ID of [{$rtname} #{$Ticket->id()}]. Please include this string
> in the subject line of all future correspondence about this issue.
>
> {
> *RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;
>
>
> if (($Transaction->CreatorObj->id != $RT::Nobody->id) &&
> (!$Transaction->CreatorObj->Privileged) &&
> ($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*')
> ) {
>
>
>
> my $user = RT::User->new($RT::SystemUser);
> $user->Load($Transaction->CreatorObj->Id);
> my ($stat, $pass) = $user->SetRandomPassword();
>
>
>
> if (!$stat) {
> $OUT .=
>
> "An internal error has occurred. RT was not able to set a password for you.
> Please contact your local RT administrator for assistance.";
>
>
> }
>
>
> $OUT .= "
> You can check the current status and history of your requests at:
>
>
> ".$RT::WebURL."
>
>
> When prompted, enter the following username and password:
>
>
> Username: ".$user->Name."
> Password: ".$pass."
>
> ";
> }
> }
>
> {$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$Transaction->CreatorObj->__Value('Password')}
>
> Thank you.
> {$Ticket->QueueObj->CorrespondAddress()}
>
>
> -
> {$Transaction->Content()}
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
--
MFG
Torsten Brumm
http://www.brumm.me
http://www.elektrofeld.de
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] CLI create with Custom Fields again
Hi Ingo, if i'm not 100% wrong, the cli is using the same methods like offline edits and there you can do: ===Create-Ticket: ticket1 Queue: General Subject: a subject Status: new Due: -mm-dd hh:mm:ss Starts: -mm-dd hh:mm:ss Started: -mm-dd hh:mm:ss Resolved: Owner: name Requestor: mail Cc: mail AdminCc: mail TimeWorked: value TimeEstimated: value TimeLeft: value InitialPriority: value FinalPriority: value DependsOn: id RefersTo: id ReferredToBy: id Children: id DependedOnBy: id Parents: id *CustomField-FieldName: Value* Content: Some text content ENDOFCONTENT But not checked out at the moment, just drop a mail if you need more help Torsten from rainy town 2010/8/26 > > Hello, > > i searched the whole Mailinglist for a correct syntax to ceate a new ticket > via CLI with an custom Field. > I try to create an Ticket with the CustomField named "Server" and the value > "FILESRV01" > > Have anyone please an example for me ? > > > Thanks and Greetings from Germany > > Ingo von Itter > Ratingen/Gemany > > PS: Have anyone a link or documentation about RT in German ? > War ja nur ne Frage > > > > ___ > Geschäftsführer: Rolf Herzog, Thomas Benk > AGES Maut System GmbH & Co. KG > AG Düsseldorf HRA 14045, USt-IdNr.: DE 202525868 > AGES International GmbH & Co. KG > AG Düsseldorf HRA 16636, USt-IdNr.: DE 813749831 > AGES ETS GmbH > AG Düsseldorf HRB 55580, USt-IdNr.: DE 814789134 > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de 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] CLI create with Custom Fields again
Hi Ingo, not 100% sure at the moment, but i think, you can use it in the same way like you do it with the offline edit. can sent you tomorrow an example Torsten (Greetings from Hamburg) 2010/8/26 > > Hello, > > i searched the whole Mailinglist for a correct syntax to ceate a new ticket > via CLI with an custom Field. > I try to create an Ticket with the CustomField named "Server" and the value > "FILESRV01" > > > Have anyone please an example for me ? > > > Thanks and Greetings from Germany > > Ingo von Itter > Ratingen/Gemany > > PS: Have anyone a link or documentation about RT in German ? > War ja nur ne Frage > > > > ___ > Geschäftsführer: Rolf Herzog, Thomas Benk > AGES Maut System GmbH & Co. KG > AG Düsseldorf HRA 14045, USt-IdNr.: DE 202525868 > AGES International GmbH & Co. KG > AG Düsseldorf HRA 16636, USt-IdNr.: DE 813749831 > AGES ETS GmbH > AG Düsseldorf HRB 55580, USt-IdNr.: DE 814789134 > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de 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] Extensions
Which version you installed from QueueDeactivatedScrp? The one from github? 2010/8/25 Sysadmin > Is there an Extension compatibility list around. I recently installed the > QueueDeactivatedScrip which work very well, then installed the > EmailCompletion extention which also works well only to find that my > QueueDeactivatedScrip no longer worked. I there anyway of determining > compatibility between extensions? or is it mostly trial and error? How do > troubleshoot a broken Extension? > > Thanks, > > David > System Admin > RNS > > Running RT 3.8.7 > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de 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] Modify spreadsheet
Hi Raed, no, there isn't :-( Torsten 2010/8/25 Raed El-Hames > Torsten; > > > > Are you saying there Is a newer version ?? > > > > I Can’t find it ?? > > > > I know that version 002 works with RT 3.8.7/.8 – I had to fix a couple of > bugs , in particular when the result set include custom fields. > > > > Roy > > > > *From:* Torsten Brumm [mailto:torsten.br...@googlemail.com] > *Sent:* 25 August 2010 12:11 > *To:* Raed El-Hames > *Cc:* Sysadmin; rt-users@lists.bestpractical.com > *Subject:* Re: [rt-users] Modify spreadsheet > > > > Oups, it is "slightly" outdated since 4 Years?!? > > 2010/8/25 Raed El-Hames > > Hi; > > Its probably easier to install the ConciseSpreadsheet extension: > http://search.cpan.org/~jesse/RT-View-ConciseSpreadsheet-0.002/<http://search.cpan.org/%7Ejesse/RT-View-ConciseSpreadsheet-0.002/> > > It allows you to export your search results (whatever fields selected for > the search display columns) into a spreadsheet > > Roy > > > > -Original Message- > > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > > boun...@lists.bestpractical.com] On Behalf Of Sysadmin > > Sent: 24 August 2010 21:14 > > To: rt-users@lists.bestpractical.com > > Subject: [rt-users] Modify spreadsheet > > > > Is it possible to modify the fields included in spreadsheet output? I > > would like to exclude some of the existing fields and include some data > > from some CF. > > > > Thanks, > > > > David > > System Admin > > RNS > > > > 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! > > > > > -- > MFG > > Torsten Brumm > > http://www.brumm.me > http://www.elektrofeld.de > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de 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] Modify spreadsheet
Oups, it is "slightly" outdated since 4 Years?!? 2010/8/25 Raed El-Hames > Hi; > > Its probably easier to install the ConciseSpreadsheet extension: > http://search.cpan.org/~jesse/RT-View-ConciseSpreadsheet-0.002/ > > It allows you to export your search results (whatever fields selected for > the search display columns) into a spreadsheet > > Roy > > > -Original Message- > > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > > boun...@lists.bestpractical.com] On Behalf Of Sysadmin > > Sent: 24 August 2010 21:14 > > To: rt-users@lists.bestpractical.com > > Subject: [rt-users] Modify spreadsheet > > > > Is it possible to modify the fields included in spreadsheet output? I > > would like to exclude some of the existing fields and include some data > > from some CF. > > > > Thanks, > > > > David > > System Admin > > RNS > > > > 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! > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de 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] AssetTracker.
Hi Mark, you should wait, Todd is working on a new release, working fine under 3.8.x Torsten 2010/8/17 Mark Jenks > I am running RT-3.8.8 and AT-1.2.4b1 and am having some problems. > > > > First off, not everyone can create assets. Some people get “Asset could > not be created due to an internal error”. What can I look at? > > > > Also, I installed the AT-Shedder, but it doesn’t seem to be working with > the RTx shredder. > > > > Am I missing something? > > > > > > Mark Jenks > > Network Administrator > > *iod incorporated* > > mark.je...@iodincorporated.com > > 920-406-3702 > > > CONFIDENTIALITY NOTICE: The information contained in this email message, > including any attachments, may be privileged, confidential and otherwise > protected from disclosure. If the reader of this message is not the intended > recipient, you are hereby notified that any use, dissemination, distribution > or copying of this message, including any attachments, is strictly > prohibited. If you have received this email message in error, please notify > the sender by reply email and delete/destroy the email message, including > attachments, and any copies thereof. Although we have taken precautions to > minimize the risk of transmitting viruses via email and attachments thereto, > we do not guarantee that either is virus-free, and we accept no liability > for any damages sustained as a result of any such viruses. > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de 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] Changed stalled status
Hmm, on 3.8.x not so far i know, it uses @ActiveStatus instead of each single status Btw: Have you changed it inside a new installation? Or did you already have content inside? Another, possible better idea would be to change it inside the translations?!? 2010/8/16 David Allwein > Anyone know how to change stalled status. would like to change to pending. > Would need to change on quick search displayed on RT at a glance as well. > > Thanks, > > David > Sysadmin > RNS > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de 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] Using the Timeline Extension to help in scheduling tickets
Looks nice, but why not using the perfect RT-Extension-JSGantt ? from github 2010/8/13 john habermann > Hi > > If anyone is interested I have added a page to the RT wiki which describes > how I to use the timeline module to display the Start and Due date of > tickets in constructing the ticket timeline. This makes it a useful tool in > helping to schedule your workload in rt a somewhat similar view to what a > Gantt chart might give you. The page is at > http://wiki.bestpractical.com/view/TimelineStartDue > > cheers > > John > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de 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] Custom Fields in Scripts and Templates
Start reading here: http://wiki.bestpractical.com/view/OnCreateCheckCF <http://wiki.bestpractical.com/view/OnCreateCheckCF> http://wiki.bestpractical.com/view/DefaultCustomFieldValue <http://wiki.bestpractical.com/view/DefaultCustomFieldValue> http://wiki.bestpractical.com/view/CreatePriorityBasedOnCustomFieldValues <http://wiki.bestpractical.com/view/CreatePriorityBasedOnCustomFieldValues> http://wiki.bestpractical.com/view/AddCustomFieldsValuesToMail <http://wiki.bestpractical.com/view/AddCustomFieldsValuesToMail> http://wiki.bestpractical.com/view/AddCustomFieldstoTemplates <http://wiki.bestpractical.com/view/AddCustomFieldstoTemplates>There are more examples under: http://wiki.bestpractical.com/view/Contributions <http://wiki.bestpractical.com/view/Contributions>Have fun. 2010/8/11 Sysadmin > What is the correct syntax for inserting custom field data into scripts and > templates? We have a service queue with a custom field (type of ticket = > locate or repair). > So, I want to create a script to read the type of ticket then dispatch an > email with custom field data inserted in the email i.e. Service # Account# > etc. > > Thanks, > > David > System Admin > RNS > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de 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] Scrip assigning owner based on Subject or Body
Try this: http://wiki.bestpractical.com/view/SetOwnerAndQueueBySubject 2010/8/11 Jonathan Rummel > > Hi all, > > All I want to do is assign owner 'jrummel' to a ticket if the word 'Banner' > or 'Tips' appears anywhere in the Subject or Body when the ticket is > created. Can anyone help me out with the code for this please? > > Thanks! > Jonathan > > RT 3.6.5 MySQL > -- > View this message in context: > http://old.nabble.com/Scrip-assigning-owner-based-on-Subject-or-Body-tp29411576p29411576.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de 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 limit a scrip per queue
Hi John, there are several methods, first (and most painfull) is to deactivate all global scrips and define all again on queue level, second and my preferred is Dirk Papes HideGlobalScrips (Search inside the wiki) this is running nice under RT 3.6.x for RT 3.8.x you can find at github ( http://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips) the same solution ported to 3.8 2010/8/11 John BORIS > Is there a way to limit one of the default scrips to not to act on a > queue? There are two default scrips that act on ticket creation. #4 and > #5. At least I think they are defaults as I don't remember creating > these since they don't have a description. I would like to disable one > of them as it is redundant. > > Also along those lines if you want a global script to work for all > queues except maybe a few is there a way to add that condition? > > All pointers to the Wiki or docs will be accepted. > > I am using RT 3.6.6 > > TIA > > John J. Boris, Sr. > JEN-A-SyS Administrator > Archdiocese of Philadelphia > "Remember! That light at the end of the tunnel > Just might be the headlight of an oncoming train!" > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de 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] Attaching objects from RTFM article
It is Not possible. Only Text at the moment. Am 11.08.2010 14:36 schrieb "benoit plessis" : Hi, Say you have a FAQ entry with a pdf file attached, would it be possible that the include of the rtfm article in the reply also include the pdf file, and not only his name ? regards 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] Setting up approvals....
Start reading here: http://wiki.bestpractical.com/view/ApprovalCreation http://wiki.bestpractical.com/view/ManualApprovals 2010/8/3 Gary Greene > Can someone point me to documentation on how to set up the approval system > in RT? > > -- > Gary L. Greene, Jr. > IT Operations > Minerva Networks, Inc. > Cell: (650) 704-6633 > Phone: (408) 240-1239 > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Batch user import?
Have look onto this tiny piece of code...
createuser.pl
#!/usr/bin/perl
use strict;
use warnings;
BEGIN { die "You must define \$RT_HOME\n"
unless exists $ENV{RT_HOME} };
use lib "$ENV{RT_HOME}/lib";
use RT;
RT::LoadConfig();
RT::Init();
use RT::Interface::CLI qw(GetCurrentUser loc);
use RT::Tickets;
my $CurrentUser = GetCurrentUser();
die loc("No RT user found.\n") unless ($CurrentUser->Id);
die "We need exactly 2 Arguments, Name & Email\n" unless ($#ARGV==1);
my $UserName=shift @ARGV;
my $Email=shift @ARGV;
my $User = RT::User->new($CurrentUser);
my
($id,$Message)=$User->Create(Name=>$UserName,EmailAddress=>$Email,Privileged=>1,Password=>'apassword');
if ($id){
print $Message."\n";
}
else{
print"This is a error!\n$Message\n";
}
triggered from a shell script like these:
#!/bin/bash
export RT_HOME=/opt/rt3
P1=/opt/rt3/local/bin/
U1=/opt/rt3/local/bin/userlist
while read zeile; do
set -- $zeile
echo "Bearbeite User: "$1 $2
/usr/bin/perl ${P1}creatertuser.pl $1 $2
done<$U1
you need a csv file called userlist with the needed values.
2010/8/3 Carol Sabbar
> Checking to see if my messages are going through. I have asked this
> question twice and haven't seen my question go out or any answers to it.
> Please! Need help!
>
>
> -- Forwarded message --
> From: Carol Sabbar
> Date: Thu, Jul 29, 2010 at 9:42 AM
> Subject: Batch user import?
> To: rt-users
>
>
> I'd like to import users into Request Tracker from a CSV or similar file.
> I found some info on gossamer, but not enough to get a working solution.
> Any really practical solutions are really appreciated.
>
> --
> Carol Sabbar
> Director of Information Services
> Carthage College
> csab...@carthage.edu
>
>
>
> --
> Carol Sabbar
> Director of Information Services
> Carthage College
> csab...@carthage.edu
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
--
MFG
Torsten Brumm
http://www.brumm.me
http://www.elektrofeld.de
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Query Builder Result Page -> Clickable CustomField Link
Hi RT Users, i have a question regarding CustomFields of Type Upload On File. If i create a query and at the output i let display RT the Content of this Field, i get a the Name of the Attached File, so far so good. But now i like to direct link this as downloadable link, is there any way to do this? -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] I am not content with the name "StealTicket"
:-) 100% ack. Am 2010 8 2 16:26 schrieb "Jim Tambling" : > Sorry if I appear to be dismissive of you remarks, but WTF!!?? People > like you who try to change established methods/semantics/ways of > life/etc to make them comply with their narrow-minded set of moral > practices are making the world we live in one of pathetic situations > where for example, my son can not take out Little Red Riding Hood out of > the school library "because it might upset him" due to its "violent" > content. If you don't like the term "steal", change it on your > particular instance of RT but leave the rest of the world alone! I for > one am happy with "stealing" tickets of my colleagues to work on them. > And regarding the "ConfiscateTicket" right, it just goes to show what > sort of bigoted individual you are. Trying to enter in to a dialog about > religious beliefs and "what is right and wrong" on a technical forum is > pathetic, and I feel deeply saddened by having to stoop to your level, > but at the same time I was not going to let the above go unsaid. > > Good day to you. > > -Original Message- > From: rt-users-boun...@lists.bestpractical.com > [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Wolfram > Huettermann > Sent: 02 August 2010 14:54 > To: rt-users@lists.bestpractical.com > Subject: [rt-users] I am not content with the name "StealTicket" > > Hello, > > everybody using RT properly knows the right StealTicket in order to take > > a ticket over. As a believing Christian, I am not content with that > name as I do not want to steal anything. It is better to name that right > > "TakeTicketOver", so it is granted that the user takes a ticket over > with permission of the user. > > By the RT should create a new right called "ConfiscateTicket", that the > means that user can confiscate a ticket. Such a right is very useful if > the ticket contains racial or pornographic content. > > Greetings, > > Wolfram > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > No virus found in this incoming message. > Checked by AVG - www.avg.com > Version: 9.0.851 / Virus Database: 271.1.1/3044 - Release Date: 08/01/10 > 19:40:00 > > 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
Re: [rt-users] Setting RT to gather stats and bill for tickets
And yes, the rest i can find in your description sounds very much like
CustomFields.
Torsten
2010/8/2 Paul Broadwith
> I didn’t get any response to this – I’m assuming it’s either far too easy
> to do and I should know how to do it or it’s too complicated and nobody has
> done it …
>
>
>
> Can ANYBODY offer ANY suggestions at all or just a pointer in the right
> direction?
>
>
>
> Kind regards,
>
>
>
> Paul Broadwith (MBCS)
>
> Microsoft Certified Professional
>
> Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
> for 2010 and Microsoft Registered Partner
>
> [image: Description: blueivy_logo_emailsig.jpg]
>
> * *
>
> *Tel.:* 0845 862 0292
>
> *Web:* http://www.blueivy.co.uk
>
>
>
>
>
> *From:* rt-users-boun...@lists.bestpractical.com [mailto:
> rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Paul Broadwith
> *Sent:* 28 July 2010 20:03
> *To:* rt-users@lists.bestpractical.com
> *Subject:* [rt-users] Setting RT to gather stats and bill for tickets
>
>
>
> I’m hoping somebody can point me in the right direction or even better,
> somebody has already done this. I’ve been using RT for some time now (around
> a year) and started really using it heavily in the last 4 months. It’s
> great. I love it. But it’s Perl based and I’m not J
>
>
>
> What I want to do is effectively get RT to give me some stats on the type
> of tickets / comments that have been logged and what they are logged for. I
> want to also be able to flag each ticket response as billable or unbillable
> and be able to total it up (either manually or preferably automatically).
>
>
>
> I have clients on different contracts. Some get server work included, some
> server and workstations and some everything. Sometimes a ticket will include
> work on servers, workstations or other stuff. When I do some work, I enter
> a comment about it and how long it took. What I want to do is enter a
> comment, flag whether it’s server, workstation, other or onsite work and
> whether it is billable or not. At the end of the month I would like to get a
> list of all the comments and group them by workstation / server etc. and say
> ‘this month we did 14 hours of work on servers, 52 on workstations’ …. Etc.
> etc. I could also then total all the billable work and invoice for that
> accordingly as each client has their own queue.
>
>
>
> I am about to look at Custom Fields in the hope it will help me, but before
> I do this would anybody be able to tell me if this is the way to go or if
> there is a better way to do it?
>
>
>
> Any help much appreciated. Thanks in advance.
>
>
>
> Kind regards,
>
>
>
> Paul Broadwith (MBCS)
>
> Microsoft Certified Professional
>
> Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
> for 2010 and Microsoft Registered Partner
>
> [image: Description: blueivy_logo_emailsig.jpg]
>
> * *
>
> *Tel.:* 0845 862 0292
>
> *Web:* http://www.blueivy.co.uk
>
>
>
>
> --
>
> Blue Ivy Limited is a limited company registered in Scotland. Company
> number: SC 221649. VAT number: GB 774 8460 88.
> Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD
>
> This email and its attachments may be confidential and are intended solely
> for the use of the individual to whom it is addressed. Any views or opinions
> expressed are solely those of the author and do not necessarily represent
> those of Blue Ivy Ltd.
>
> If you are not the intended recipient of this email and its attachments,
> you must take no action based upon them, nor must you copy or show them to
> anyone.
>
> Please contact the sender if you believe you have received this email in
> error.
> --
>
> {Blue Ivy Ltd - ICT For Small Businesses}
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
--
MFG
Torsten Brumm
http://www.brumm.me
http://www.elektrofeld.de
<>
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Setting RT to gather stats and bill for tickets
Hi,
first have a look onto these both addons:
http://github.com/bestpractical/rt-extension-activityreports
<http://github.com/bestpractical/rt-extension-activityreports>
http://github.com/bestpractical/rt-extension-activityreports-billing
<http://github.com/bestpractical/rt-extension-activityreports-billing>Think
this is what you are looking for.
Torsten
2010/8/2 Paul Broadwith
> I didn’t get any response to this – I’m assuming it’s either far too easy
> to do and I should know how to do it or it’s too complicated and nobody has
> done it …
>
>
>
> Can ANYBODY offer ANY suggestions at all or just a pointer in the right
> direction?
>
>
>
> Kind regards,
>
>
>
> Paul Broadwith (MBCS)
>
> Microsoft Certified Professional
>
> Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
> for 2010 and Microsoft Registered Partner
>
> [image: Description: blueivy_logo_emailsig.jpg]
>
> * *
>
> *Tel.:* 0845 862 0292
>
> *Web:* http://www.blueivy.co.uk
>
>
>
>
>
> *From:* rt-users-boun...@lists.bestpractical.com [mailto:
> rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Paul Broadwith
> *Sent:* 28 July 2010 20:03
> *To:* rt-users@lists.bestpractical.com
> *Subject:* [rt-users] Setting RT to gather stats and bill for tickets
>
>
>
> I’m hoping somebody can point me in the right direction or even better,
> somebody has already done this. I’ve been using RT for some time now (around
> a year) and started really using it heavily in the last 4 months. It’s
> great. I love it. But it’s Perl based and I’m not J
>
>
>
> What I want to do is effectively get RT to give me some stats on the type
> of tickets / comments that have been logged and what they are logged for. I
> want to also be able to flag each ticket response as billable or unbillable
> and be able to total it up (either manually or preferably automatically).
>
>
>
> I have clients on different contracts. Some get server work included, some
> server and workstations and some everything. Sometimes a ticket will include
> work on servers, workstations or other stuff. When I do some work, I enter
> a comment about it and how long it took. What I want to do is enter a
> comment, flag whether it’s server, workstation, other or onsite work and
> whether it is billable or not. At the end of the month I would like to get a
> list of all the comments and group them by workstation / server etc. and say
> ‘this month we did 14 hours of work on servers, 52 on workstations’ …. Etc.
> etc. I could also then total all the billable work and invoice for that
> accordingly as each client has their own queue.
>
>
>
> I am about to look at Custom Fields in the hope it will help me, but before
> I do this would anybody be able to tell me if this is the way to go or if
> there is a better way to do it?
>
>
>
> Any help much appreciated. Thanks in advance.
>
>
>
> Kind regards,
>
>
>
> Paul Broadwith (MBCS)
>
> Microsoft Certified Professional
>
> Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
> for 2010 and Microsoft Registered Partner
>
> [image: Description: blueivy_logo_emailsig.jpg]
>
> * *
>
> *Tel.:* 0845 862 0292
>
> *Web:* http://www.blueivy.co.uk
>
>
>
>
> --
>
> Blue Ivy Limited is a limited company registered in Scotland. Company
> number: SC 221649. VAT number: GB 774 8460 88.
> Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD
>
> This email and its attachments may be confidential and are intended solely
> for the use of the individual to whom it is addressed. Any views or opinions
> expressed are solely those of the author and do not necessarily represent
> those of Blue Ivy Ltd.
>
> If you are not the intended recipient of this email and its attachments,
> you must take no action based upon them, nor must you copy or show them to
> anyone.
>
> Please contact the sender if you believe you have received this email in
> error.
> --
>
> {Blue Ivy Ltd - ICT For Small Businesses}
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
--
MFG
Torsten Brumm
http://www.brumm.me
http://www.elektrofeld.de
<>
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Going crazy with RT 3.8 and Timezones for Display Dates
Hi Chris,
this i already tried. The problem is more that the timezone offset is only
for display, not for calculation used (so far i figured already) and i have
really no idea how to fix it. one possible way could be:
1. If a user is entering this fields, check the users timezone and use the
offset to work with the utc values...
i will play around a little more...
Torsten
2010/7/1 Christian Loos
> Hi Torsten,
>
> try this:
>
> my $DUEDATE = $self->TicketObj->FirstCustomFieldValue('Date');
> my $DUETIME = $self->TicketObj->FirstCustomFieldValue('Time');
> my $DUE = $DUEDATE." ".$DUETIME;
> my $DATE = RT::Date->new( $session{'CurrentUser'} );
> $DATE->Set(
>Format => 'unknown',
>Value => $DUE,
>Timezone => 'UTC',
> );
> $self->TicketObj->SetDue( $DATE->ISO );
> return 1;
>
> Chris
>
> Am 30.06.2010 18:44, schrieb Torsten Brumm:
> > Hi RT Users,
> > since we are planing our RT 3.8 migration, we are cross checking all our
> > scrips and some scrips with time calculaltions driving me mad.
> >
> > Example from RT 3.6.x
> >
> > We have two CF's: Date and the other Time
> >
> > CF.Date
> > CF.Time
> >
> > The user is entering the date and the time in utc normally - our RT is
> > running in UTC
> >
> > Then i have a tiny scrip:
> >
> > my $DUEDATE = $self->TicketObj->FirstCustomFieldValue('Date');
> > my $DUETIME = $self->TicketObj->FirstCustomFieldValue('Time');
> > my $DUE = $DUEDATE." ".$DUETIME;
> > $self->TicketObj->SetDue($DUE);
> > return 1;
> >
> > Under RT 3.6. RT was setting this simply to the entered values, all was
> > fine.
> >
> > Now with RT 3.8 RT the user is able to enter his timezone offset for
> > Display and RT is adding the Timezone Difference to this value.
> >
> > Any hints how to prevent this? or to make sure to get the correct value,
> > entered by the user?
> >
> > Torsten
> >
> >
> > --
> > MFG
> >
> > Torsten Brumm
> >
> > http://www.brumm.me
> > http://www.elektrofeld.de
> >
> >
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
>
>
--
MFG
Torsten Brumm
http://www.brumm.me
http://www.elektrofeld.de
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Going crazy with RT 3.8 and Timezones for Display Dates
Hi RT Users,
since we are planing our RT 3.8 migration, we are cross checking all our
scrips and some scrips with time calculaltions driving me mad.
Example from RT 3.6.x
We have two CF's: Date and the other Time
CF.Date
CF.Time
The user is entering the date and the time in utc normally - our RT is
running in UTC
Then i have a tiny scrip:
my $DUEDATE = $self->TicketObj->FirstCustomFieldValue('Date');
my $DUETIME = $self->TicketObj->FirstCustomFieldValue('Time');
my $DUE = $DUEDATE." ".$DUETIME;
$self->TicketObj->SetDue($DUE);
return 1;
Under RT 3.6. RT was setting this simply to the entered values, all was
fine.
Now with RT 3.8 RT the user is able to enter his timezone offset for Display
and RT is adding the Timezone Difference to this value.
Any hints how to prevent this? or to make sure to get the correct value,
entered by the user?
Torsten
--
MFG
Torsten Brumm
http://www.brumm.me
http://www.elektrofeld.de
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Help and Ideas needed for a special setup
Hi, today i got a request from a department, they need the following Setup: 1. Queue 2. 10 possible Ticket Owners They like to have the ticket given to the owners automatically by a round robin mechanism. I have no idea at the moment how to do this. Any hints or ideas? Thanks Torsten -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Mobile for iPhone
And here! Please, one for the Androids 2010/6/25 Paul > Same here. > > Paul > > On 06/24/2010 03:03 PM, Ariel Saia wrote: > > I would love to see an Android version :) > > > > Ariel > > > > > > -Original Message- > > From: rt-users-boun...@lists.bestpractical.com [mailto: > rt-users-boun...@lists.bestpractical.com] On Behalf Of Dustin Collins > > Sent: Thursday, June 24, 2010 3:57 PM > > To: rt-users@lists.bestpractical.com > > Subject: [rt-users] RT Mobile for iPhone > > > > This is an RT client for iPhone. Check it out if your interested. > > > > http://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8 > > > > 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 > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrip to resolve parent when all children resolved
Take this both Wiki Links to create the scrips you need: http://wiki.bestpractical.com/view/OpenTicketOnAllMemberResolve <http://wiki.bestpractical.com/view/OpenTicketOnAllMemberResolve> http://wiki.bestpractical.com/view/OpenDependantsOnResolve <http://wiki.bestpractical.com/view/OpenDependantsOnResolve>Torsten 2010/6/22 Jonathan Rummel > > I have a scrip in place that creates 4 child tickets in queue B upon > creation > of a ticket (the parent) in queue A. Is there a way for the parent to > check > the status of the child tickets and automatically resolve itself when the > last of the child tickets is resolved? > > Thank you, > Jonathan > > RT 3.6.5, MySQL > -- > View this message in context: > http://old.nabble.com/Scrip-to-resolve-parent-when-all-children-resolved-tp28964429p28964429.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Trying to get AssetTracker1.2.4b1 to work with RT3.8.7
Hmm, ok, have you checked, that it is really installed under /opt/rt3 ?
2010/6/21 Alan Yuen
> Hi,
>
> There is a /var/cache/rt3/mason_data/obj directory, and there is nothing in
> it, and I have also restarted the httpd service, and it is still the same.
>
> Yes, I think it is placed in /opt/rt3 with Yum, it does have etc/ lib/ po/
> sbin/ and share/ subdirectories in it.
>
> Any suggestion/help is greatly appreciated.
>
> Rgds,
> Alan
>
>
> ________
> From: Torsten Brumm [mailto:torsten.br...@googlemail.com]
> Sent: Saturday, June 19, 2010 2:28 PM
> To: Alan Yuen
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Trying to get AssetTracker1.2.4b1 to work with
> RT3.8.7
>
> OK, have you tried to clean the mason cache and restart apache?
>
> Another point: i'm not sure where RT is installed via yum, is it placed in
> /opt/rt3 ?? or somewhere else?
>
> Torsten
> 2010/6/18 Alan Yuen
> Hi,
>
> I am a newbie to RT, so any help is appreciated.
> I installed RT the lazy way, running Fedora 13, I just "yum install" RT, RT
> is up and working in no time.
>
> Then I did "svn checkout
> http://ass-tracker-4rt.googlecode.com/svn/at/tags/1.2.4b1";, got the beta
> source to AT, followed all the steps in README.
>
> Everything seems to be ok, rebooted Fedora 13, however I don't see anything
> change in RT (ie didn't add "Asset" under "Tools"). Am I missing
> something?
>
> Here is what happened in make install:
>
> [r...@localhost 1.2.4b1]# make install
> mkdir -p //opt/rt3/etc/AssetTracker/
> cp etc/AssetTracker/AT_Config.pm //opt/rt3/etc/AssetTracker/AT_Config.pm
> [ -f //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm ] || cp
> etc/AssetTracker/AT_SiteConfig.pm
> //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
> chgrp rt //opt/rt3/etc/AssetTracker/AT_Config.pm
> chown root //opt/rt3/etc/AssetTracker/AT_Config.pm
> chgrp rt //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
> chown root //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
> Installed configuration. about to install at in
> for dir in `cd ./lib/ && find . -type d -print`; do \
> /bin/sh ./install-sh -c -d -m 0755 /opt/rt3/lib/$dir ; \
>done
> for f in `cd ./lib/ && find . -type f -name \*.pm -print`; do \
> /bin/sh ./install-sh -c -m 0644 lib/$f /opt/rt3/lib/$f ; \
>done
> for dir in `cd ./html/ && find . -type d -print`; do \
> /bin/sh ./install-sh -c -d -m 0755 /opt/rt3/share/html/$dir ; \
>done
> for f in `cd ./html/ && find . -type f -print`; do \
> /bin/sh ./install-sh -c -m 0644 html/$f
> /opt/rt3/share/html/$f ; \
>done
> for dir in `cd ./po/ && find . -type d -print`; do \
> /bin/sh ./install-sh -c -d -m 0755 /opt/rt3/po/$dir ; \
>done
> for f in `cd ./po/ && find . -type f -print`; do \
> /bin/sh ./install-sh -c -m 0644 po/$f /opt/rt3/po/$f ; \
>done
> mkdir -p -m 0755 /opt/rt3/sbin/;
> for dir in `cd ./sbin/ && find . -type d -print`; do \
> /bin/sh ./install-sh -c -d -m 0755 /opt/rt3/sbin//$dir ; \
>done
> for f in `cd ./sbin/ && find . -type f -print`; do \
> /bin/sh ./install-sh -c -m 0644 sbin/$f /opt/rt3/sbin//$f ; \
>done
> mkdir -p //opt/rt3/etc/AssetTracker/
> cp -rp \
>etc/AssetTracker/acl.* \
>etc/AssetTracker/initialdata \
>etc/AssetTracker/schema.* \
>etc/AssetTracker/drop_* \
>etc/AssetTracker/upgrade \
>//opt/rt3/etc/AssetTracker/
> # Make the libraries readable
> #chmod 0755 /
> chown -R root //opt/rt3/lib
> chgrp -R bin //opt/rt3/lib
> chmod -R u+rwX,go-w,go+rX //opt/rt3/lib
> chmod 0755 //opt/rt3/etc/AssetTracker/
> chmod 0500 //opt/rt3/etc/AssetTracker//*
> #TODO: the config file should probably be able to have its
> # owner set separately from the binaries.
> chown -R root //opt/rt3/etc/AssetTracker/
> chgrp -R rt //opt/rt3/etc/AssetTracker/
> chmod 0554 //opt/rt3/etc/AssetTracker/AT_Config.pm
> chmod 0554 //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
> # Make the web ui readable by all.
> chmod -R u+rwX,go-w,go+rX //opt/rt3/share/html
> chown -R root //opt/rt3/share/html
> chgrp -R bin //opt/rt3/share/html
> make dropdb.`/usr/bin/perl -I/opt/rt3/lib -I/opt/rt3/lib -e'use RT;
> RT::LoadConfig(); print ${$RT::{$ARGV[0]}};' DatabaseType`
> make[1]: Entering directory `/root/1.2.4b1'
> mysql `/usr/bin/perl -I/opt/rt3/lib -I/opt/rt3/lib -e'use RT;
> RT::LoadConfig(); print ${$RT::{$ARGV
Re: [rt-users] Trying to get AssetTracker1.2.4b1 to work with RT3.8.7
chema. > Now inserting AssetTracker database ACLs > Done setting up database ACLs. > Now inserting AssetTracker data > Creating Superuser ACL...done. > Creating groups...141.142.done. > Creating types...1.done. > Creating ACL...That principal already has that right.done. > Done setting up database content. > [r...@localhost 1.2.4b1]# > > > Thanks. > > Rgds, > Alan > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Setting LastUpdatedBy in a scrip
>From wiki: http://wiki.bestpractical.com/view/WriteCustomActionHow to be
silent
Now you put SetXxxx calls all over the places in RT and suddenly note that
strange transactions appear in tickets. They have creator
RT_System<http://wiki.bestpractical.com/view/RT_System>and describe
what you've done with your scrips. Sometimes it's better to be
silent and not mislead users. These transactions also go through the steps
described earlier and could trigger some conditions too. *Just use the long
form of SetXxx functions:*
$TicketObj->_Set(Field => 'Priority', Value => 90, RecordTransaction => 0);
Could work this way!
Torsten
2010/6/19 Jason Maderios
> I tried that
>
>
> my ( $st, $msg ) = $self->TicketObj->SetSubject ("\($cftype - $cfphone\)
> $csubj", RecordTransaction => 0 );
>
> But I still get:
>
> Sat Jun 19 11:57:25 2010 The RT System itself - Subject changed from (no
> value) to '( DSL- 5551212) '
>
> For some reason the transaction still shows up
>
>
>
> *From:* Torsten Brumm
> *Sent:* Saturday, June 19, 2010 11:07 AM
> *To:* Jason Maderios
> *Cc:* rt-users@lists.bestpractical.com
> *Subject:* Re: [rt-users] Setting LastUpdatedBy in a scrip
>
> I have no idea about your scrip, but in most cases you can use
> RecordTransaction=0 (search the wiki for correct syntax)
>
> Torsten
>
> 2010/6/19 Jason Maderios
>
>> All,
>>
>> I have scrips that update information in custom fields on each transaction
>> on a ticket.
>>
>> The scrips work great however they always set LastUpdatedBy to RT_System.
>> How can I set the LastUpdatedBy to the actual user working the ticket at the
>> end of the scrip?
>>
>> Regards,
>>
>> Jason Maderios
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>
> --
> MFG
>
> Torsten Brumm
>
> http://www.brumm.me
> http://www.elektrofeld.de
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
--
MFG
Torsten Brumm
http://www.brumm.me
http://www.elektrofeld.de
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Setting LastUpdatedBy in a scrip
I have no idea about your scrip, but in most cases you can use RecordTransaction=0 (search the wiki for correct syntax) Torsten 2010/6/19 Jason Maderios > All, > > I have scrips that update information in custom fields on each transaction > on a ticket. > > The scrips work great however they always set LastUpdatedBy to RT_System. > How can I set the LastUpdatedBy to the actual user working the ticket at the > end of the scrip? > > Regards, > > Jason Maderios > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Modify Side Bar
Hi, you should read this wiki article: http://wiki.bestpractical.com/view/CustomizingWithCallbacks <http://wiki.bestpractical.com/view/CustomizingWithCallbacks>What you need is a Callback for the Tabs File. Torsten 2010/6/16 Guy Baxter > Is it possible to add a link to the "My Day" feature on the sidebar for > everyone? > > I've looked at all of the HTML files in /opt/rt3/share/html but can't see > anything obvious. > > Using RT3.8.8 on Fedora 12. > > Any help appreciated > > Thanks > > Guy. > > > This email and any attachments are confidential and are intended solely for > the use of the individual to whom it is addressed. If you are not the > intended recipient of this email and its attachments, you must take no > action based upon them, nor must you copy or show them to anyone. Please > contact the sender if you believe you have received this email in error. > Emails are not secure and cannot be guaranteed to be free of errors or > viruses. It is your responsibility to scan emails and attachments for > viruses before opening them. > > Any views or opinions expressed are solely those of the author and do not > necessarily represent those of The Blackpool Sixth Form College. > > > # > Scanned by MailMarshal - Marshal's comprehensive email content security > solution. > Download a free evaluation of MailMarshal at www.marshal.com > > # > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 3.8.8 new install user creation error
Hi Guy, like the message says: ENTER THE CURRENT USERS PASSWORD: you are the Current User, so enter your password followed by the new password. Torsten 2010/6/10 Guy Baxter > Hi, > > I have installed RT 3.8.8 on fedora 12. > > I'm at the stage of adding users, i log in as root, go to users, create, > create a user with username of test, set new password to test, and also > verify it. When saving changes I get the following error: > > User created > Please enter your current password. Password has not been set. > A password was not set, so user won't be able to login. > > So then I enter test in current password box and save changes, but I am > unable to log in. > > Log back in as root, fill in test user's current password as test, save > changes, still cannot log in. > > Log back in as root, set new and verify password to test, save changes, > but get the following error: > >Please enter your current password correctly. Password has not been > set. > > What is going on? Is this a bug? > > Any help appreciated > > Thanks. > > Guy, > > > This email and any attachments are confidential and are intended solely for > the use of the individual to whom it is addressed. If you are not the > intended recipient of this email and its attachments, you must take no > action based upon them, nor must you copy or show them to anyone. Please > contact the sender if you believe you have received this email in error. > Emails are not secure and cannot be guaranteed to be free of errors or > viruses. It is your responsibility to scan emails and attachments for > viruses before opening them. > > Any views or opinions expressed are solely those of the author and do not > necessarily represent those of The Blackpool Sixth Form College. > > > # > Scanned by MailMarshal - Marshal's comprehensive email content security > solution. > Download a free evaluation of MailMarshal at www.marshal.com > > ######### > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] DB performance
More details are helpful! How does your setup looks like? Hardware? Software? etc... Torsten 2010/6/3 rmp dmd > Hi, > > Currently our RT DB is about 308M. Not much but with nagios alerts, > production issues, customer problems, Im seeing the DB growing quickly. > > I need to make sure that DB will not affect the RT performance. > > Kindly help on how I can check DB integrity, and make sure that DB will not > slow RT. > > I've been googling but the information are not sufficient. > > > Thanks! > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problem creating Users in RT 3.8.8
OK, found it. The initial password (current password) is "password" ARGH! 2010/5/16 Torsten Brumm > Hi RT Users, Developers, > today i tried to create a user inside a brand new RT 3.8.8 and i found the > change of Password create inside RT 3.8.8 > > OK, i like to create a fresh new user and i have to enter a Current > Password?!? For a new user? > > Result: > > >- User created >- Please enter your current password. Password has not been set. >- A password was not set, so user won't be able to login. > > Is this a bug or do i something wrong? > > > -- > MFG > > Torsten Brumm > > http://www.brumm.me > http://www.elektrofeld.de > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Problem creating Users in RT 3.8.8
Hi RT Users, Developers, today i tried to create a user inside a brand new RT 3.8.8 and i found the change of Password create inside RT 3.8.8 OK, i like to create a fresh new user and i have to enter a Current Password?!? For a new user? Result: - User created - Please enter your current password. Password has not been set. - A password was not set, so user won't be able to login. Is this a bug or do i something wrong? -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Filtering out unneeded info from ticket
Check ths out: http://wiki.bestpractical.com/view/HideTransactions Torsten 2010/5/13 Chris Hall > How can I filter from the history information I don't want to see? For > example.. snippet from a recent ticket: > > Mon May 10 10:26:17 2010 The RT System itself - Status changed from 'new' > to 'open' ><http://rt.imctv.com/Ticket/Display.html?id=43#txn-708> > Mon May 10 10:26:17 2010 Allen Stevens - Given to Allen Stevens > <http://rt.imctv.com/Ticket/Display.html?id=43#txn-720> > Mon May 10 10:33:04 2010 Allen Stevens - Queue changed from Corporate > Support to Central Office > <http://rt.imctv.com/Ticket/Display.html?id=43#txn-721> > Mon May 10 10:33:05 2010 The RT System itself - Outgoing email recorded > Mon May 10 10:33:05 2010 Allen Stevens - Given to Nobody > > They only want to see like... correspondence/comments. So where would I > want to go to start filtering out all the "other" stuff from history when > they look at the ticket? > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Optimise database performance.
You have 400 Tickets and you like to optimize the DB Performance? Do you really have a DB Bottleneck or some other problems? Some more information would be very helpful Torsten 2010/5/10 H Manohar Rayker > Hi, > > > > Currently I’m running RT 3.8.4 on centos 5.3 and having 400 tickets. It > takes much longer time to open the tickets around 10-15 seconds. > > > > How can I optimize it or the database? > > > > Thanks > > Manohar > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Too many tickets in queue?
Hi Emmanuel, i think jesse is talking about our installation ;-) To your Questions: that's really big! > > Hmm, it's growing each day > I'm curious is it possible to know which version of RT, which kind of > httpd/db/cgi-perl handler, how many servers? > > It is still an very old Version 3.6.5 but in progress of migration to 3.8.7(8) within the next weeks. We're using Apache 2.x on RedHat Enterprise Linux with FastCGI and FCGID (different Webserver with different Setups, too many problems with FastCGI and some major Problems with FCGID) Frontends Webservers are some huge Webservers with lots of ram loadbalanced, will be replaced end of this month by several VM's around the world (if jesse can help us ;-) !) and a 64 Processor SUN with tons of RAM at the backend. Some words to the Backend. We use an addon from BPS to store attachments not inside the DB anymore, we store everything inside a f***ing fast NetApp connected by 4 x 1GB ETH to the Servers. DB is also stored inside the NetApp on several hundred disks. tob > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Attachments on disk?
Hi Thierry, there is a addon bps wrote but it is not available public at the moment. Hopefully Jesse will push it out some day. Torsten 2010/4/29 Thierry Thelliez > For some reasons, I need to give a direct (read) access to the tickets > attachments. > > Browsing the email archive, I found some discussions about storing the > attachments 'onDisk'. This was in August 2007. Are there more thoughts > on that topic since? > > > Alternatively, before I reinvent the wheel, has someone written some > code to list all the attachments (on a web page for example)? > > > Thanks, > Thierry Thelliez > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] New to Asset trkr, fails in conf optn
OK, you have installed 1.2.3 under 3.8.x Why not the 1.2.4b1/2 ?? This one is easier to install and works already well under 3.8 2010/4/28 Ian Pellew > I have manually install Asset_Tracker 123 into FreeBSD_8 and RT_387 as the > configure/make does not work. > Assets is now loaded and runs to the extent that I can go to the Assets > page(s). > It fails with an incorrect URL from the Coniguration menu using user root. > All the "RT Administration" options work correctly from the browser URL " > http://f8/Admin"; accept the new Assets. > Problem is that the URL in the browser status line is > http://f8:8001/Admin/AssetTracker/Admin/Types/index.html. > This does not exist, whereas > http://f8:8001/AssetTracker/Admin/Types/index.html does. > > What have I missed, as this does not make sense to me looking at the source > to generate the Assets and RTFM menu options. > > Ian > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Create child or dependency ticket in a different queue?
Hi, check out: http://github.com/bestpractical/rt-extension-cloneticket-withdata <http://github.com/bestpractical/rt-extension-cloneticket-withdata>this add on gives you much more options! Torsten 2010/4/26 Nick Kartsioukas > > When looking at the Basics display for a ticket, under Links one can > click "create" next to each of the link types to create a new ticket > that inherits the attributes of the currently-viewed ticket. However, > most of these attributes can be changed such as owner, status, etc. The > one that cannot be changed is what queue the new ticket will be created > in...this appears to be fixed to whatever queue the current ticket is > in. Has anyone succeeded in modifying RT so the new ticket can be > created in a different queue? > I suspect there would be problems with custom fields varying between > queues, but thought I'd ask anyway... > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] at_123 configure Makefile no good
Hi Ian The URI http://rt3.fsck.com//Ticket/Display.html?id=12521 > in > http://code.google.com/p/asset-tracker-4rt/source/browse/at-REST/INSTALL > points to a live RT login !! > I think you are implying a patch for 387 ? > There is a REST API Patch for 3.8.1, you can login there public with guest/guest > > > I am in FreeBSD 8 where both configure and the generated Makefile are a > long way from. > The 'make install' includes a dropdb, well - drop AT tables - that do not > exist, so fails > I create them manually OK, but do I need to populate them, maybe from a > config option in the AT menu ? > The at-setup-database action seems to be setting up RT from scratch - so > possibly AT is not going to be part of my RT, so I have got it all wrong? > Ok, never tried this under FreeBSD, but under RH/CENTOS/UBUNTU/DEBIAN it works smooth so far. Have you read the documentation and followed them??? > > I guess there might also be something to do in RT to get to the AT > pages/menus. > Yes, after install, restart apache and clean mason cache > > I have not played with the likes of configure before, I am more use to the > likes of HP/AIX installs, so lack the knowledge of how to tweek for multi > platform environments. Configure is prity heavy going, even for the keenest > Unixer. > normally it is straight forward. > . > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] at_123 configure Makefile no good
Try this one. http://code.google.com/p/asset-tracker-4rt/ 2010/4/19 Ian Pellew > This looks like that often seen at the rear of a cow! > The install has "dropdb" in it! > Ummm - a naming problem ! > > Now - where 1.24b1 downloadable from ? > > Still getting horrible make install errors. > > I ONLY have the latest RTFM on top of RT387 though. > > Ian > > > -- > *From:* "Brumm, Torsten / Kuehne + Nagel / Ham MI-ID" > > *To:* ipel...@yahoo.com; rt-users@lists.bestpractical.com > *Sent:* Mon, 19 April, 2010 17:01:39 > *Subject:* AW: [rt-users] at_123 configure Makefile no good > > Hi, try out the new at 1.24b1 from google code! > > Torsten > > - Originalnachricht - > Von: rt-users-boun...@lists.bestpractical.com < > rt-users-boun...@lists.bestpractical.com> > An: rt-users@lists.bestpractical.com > Gesendet: Mon Apr 19 16:58:15 2010 > Betreff: [rt-users] at_123 configure Makefile no good > > The Asset Tracker 123 > ./configure --prefix=/usr/local/at-1.2.3 > does NOT create a good Makefile. > > The prefix is corrupt as I get:- > sudo make > Password: > mkdir -p //opt/rt3/local/etc/AssetTracker/ > cp etc/AssetTracker/AT_Config.pm > //opt/rt3/local/etc/AssetTracker/AT_Config.pm > [ -f //opt/rt3/local/etc/AssetTracker/AT_SiteConfig.pm ] || cp > etc/AssetTracker/AT_SiteConfig.pm > //opt/rt3/local/etc/AssetTracker/AT_SiteConfig.pm > chgrp rt //opt/rt3/local/etc/AssetTracker/AT_Config.pm > chgrp: rt: Invalid argument > *** Error code 1 > Stop in /usr/home/rt_dev/Rt/at-1.2.3. > > > RT 387 running OK inf FreeBSD_8. > > Had a quick look round and changing Makefile to reflect the correct PREFIX, > but just makes things worse. > > . > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann > (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian > Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, > Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich > haftende Gesellschaft: Kühne & Nagel A.G., Sitz: Contern/Luxemburg, > Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] WebRT 3.8.7 Slow Performance
ost: rt_user[rt_user] @ localhost [] >> # Query_time: 9 Lock_time: 0 Rows_sent: 1 Rows_examined: 839772 >> SELECT count(main.id) FROM Tickets main WHERE (main.Status != 'deleted') >> AND (main.Owner = '10' AND ( main.Status = 'new' OR main.Status = 'open' >> ) >> ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id); >> # u...@host: rt_user[rt_user] @ localhost [] >> # Query_time: 40 Lock_time: 0 Rows_sent: 10 Rows_examined: 1570956 >> SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN >> Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( >> Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN >> CachedGroupMembers CachedGroupMembers_2 ON ( >> CachedGroupMembers_2.MemberId >> = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE >> (Users_3.id = '1241833') AND (main.Status != 'deleted') AND ( ( >> CachedGroupMembers_2.id IS NOT NULL ) AND ( main.Status = 'new' OR >> main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type = >> 'ticket') AND (main.EffectiveId = main.id) ORDER BY main.Priority DESC >> LIMIT 10; >> # Time: 100419 11:06:06 >> >> >> ### >> >> # >> #System# >> # >> >> On the O.S side everything looks good, O.S is nippy: >> >> mpstat -P ALL >> Linux 2.6.18-164.15.1.el5 04/19/2010 >> >> 11:09:59 AM CPU %user %nice%sys %iowait%irq %soft %steal >> %idleintr/s >> 11:09:59 AM all8.990.011.361.320.060.290.00 >> 87.99555.61 >> 11:09:59 AM08.950.031.644.620.050.230.00 >> 84.48138.93 >> 11:09:59 AM18.890.001.070.500.000.020.00 >> 89.50 0.00 >> 11:09:59 AM28.880.001.060.350.000.020.00 >> 89.69 0.00 >> 11:09:59 AM39.010.001.060.190.000.020.00 >> 89.72 0.00 >> 11:09:59 AM49.620.011.170.330.000.020.00 >> 88.85 0.00 >> 11:09:59 AM59.250.001.080.330.000.020.00 >> 89.31 2.33 >> 11:09:59 AM69.000.012.073.510.070.150.00 >> 85.19 22.36 >> 11:09:59 AM78.280.001.730.700.321.790.00 >> 87.18391.98 >> >> >> iostat -x 10 >> >> avg-cpu: %user %nice %system %iowait %steal %idle >> 74.120.004.540.030.00 21.32 >> >> Device: rrqm/s wrqm/s r/s w/s rsec/s wsec/s avgrq-sz >> avgqu-sz await svctm %util >> sda 0.00 249.85 1.10 47.75 8.79 2381.6248.93 >> 0.275.58 1.06 5.19 >> sda1 0.00 0.00 0.00 0.00 0.00 0.00 0.00 >> 0.000.00 0.00 0.00 >> sda2 0.00 249.85 1.10 47.75 8.79 2381.6248.93 >> 0.275.58 1.06 5.19 >> >> Best Regards >> >> Ronald Higgins >> -- >> View this message in context: >> http://old.nabble.com/WebRT-3.8.7-Slow-Performance-tp28287648p28287648.html >> Sent from the Request Tracker - User mailing list archive at Nabble.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 > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] AssetTracker 1.2.4
OK, fixed this today:
Added to Type_Overlay.pm for AT the following:
$RIGHTS = {
SeeType=> 'Can this principal see this asset type', #
loc_pair
...
...
ShowAssetComments => 'See asset comments',#
loc_pair
...
...
};
Error is away now.
Torsten
2010/1/14 Brumm, Torsten / Kuehne + Nagel / Ham MI-ID <
torsten.br...@kuehne-nagel.com>
> Hi Together,
> just play around with Upgrading RT 3.6.5 to 3.8.7, upgrade is smooth so
> far, but AT seems to make problems:
>
> 1. On Config->AT->Admin->Types i get:
>
> Can't locate object method "ACLEquivalenceObjects" via package
> "RTx::AssetTracker::System" at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm
> line 327.
>
> 2. If i open a asset, i get at the log:
>
> Invalid right. Couldn't canonicalize right 'ShowAssetComments'
> (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299), referer:
> http://rt38-messenger.int.kn/AssetTracker/Asset/Display.html?id=1
>
> Any ideas how to fix?
>
> Torsten
>
> Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann
> (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian
> Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen,
> Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich
> haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg
> Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
>
>
>
> ___
> 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
>
--
MFG
Torsten Brumm
http://www.brumm.me
http://www.elektrofeld.de
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RealName attribute of Nobody and RT_System localization
Have you tried it? Is it working?
2010/1/22 Giacomo Antolini
> Hi.
>
> Is it possible to translate the RealName attribute of Nobody and RT_System
> users? ("Nobody in particular" and "The RT System itself")
>
> Can I modify the RealName attribute on RT database?
>
> Thank you,
> Giacomo Antolini
>
> ___
> 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
>
--
MFG
Torsten Brumm
http://www.brumm.me
http://www.elektrofeld.de
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Help with Approvals needed
Hi Todd, Christian,
thanks for your replies. I did it in the way like Christian explained and
used several scrips to fire the templates.
Torsten
2010/4/15 Christian Loos
> Am 12.04.2010 08:53, schrieb Brumm, Torsten / Kuehne + Nagel / Ham MI-ID:
> > Dear List,
> > i need some help or Ideas about Approvals of RT. I have to create a huge
> > workflow with several approvals needed.
> >
> > i know already, that i can start several approvals within one template,
> > i also know, that this templates can have perl code inside, but i'm not
> > sure at the moment about the best way to create something like this:
> >
> > Scrip: OnCreate -> CreateTickets -> Template:Approval
> >
> > Template should look like this:
> >
> > if fieldA = xyz {
> > Approval 1
> > if fieldB = abc {
> > Approval 2
> > } else if fieldC =123 {
> > Approval 3
> > }
> > }
> >
> > So i need some logic inside this approvals, my question:
> >
> > Is this doable inside the template part or is it better to put the logic
> > inside a scrip and fire from the scrip several templates?
> >
> > Torsten
> >
> > Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann
> > (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke,
> > Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz:
> > Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878,
> > Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz:
> > Contern/Luxemburg, Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne
> >
> >
> >
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
>
> Hi Torsten,
>
> I would create 3 templates: Approval1, Approval2 and Approval3 and
> then choose the right template within the scrip
>
> or
>
> I would create one scrip, check the field and then create the
> Approval tickets with RT::Ticket->Create.
>
> I think a template shouldn't contain any business logic.
>
> Chris
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
--
MFG
Torsten Brumm
http://www.brumm.me
http://www.elektrofeld.de
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Place a Logo on top
Hi, have a look into rt3/share/html/Elements/Logo there you can place a logo if you like Torsten 2010/4/11 Fritz, Jürgen > Hi, > > > > After installation all works fine. Now I want to place a small Logo into > the top-line of RT. > > > > Could someone tell me (in a simple way J) how to do this? > > > > Bye > > Juergen > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rt-mailgate: change timeout default
OK, open rt-mailgate and navigate to:
127 $ua->timeout( exists( $opts{'timeout'} )? $opts{'timeout'}: 180 );
128 my $r = $ua->post( $full_url, \%args, Content_Type => 'form-data' );
129 check_failure($r);
i think here you can change this for your slow postfix ;-)
Schönes Wochenende
Torsten
2010/4/9 Bjoern Schulz
> Hi Torsten,
>
> Am 09.04.2010 14:13, schrieb Torsten Brumm:
>
> Hi Björn,
>> try at the mailgate command: --timeout=seconds
>>
>
> I know that, but I like to change the default (180s to 360s) ;-)
> I don't like to change all my procmail rc's...
>
> Schönes Wochenende und geniesse das feine Wetter in Hamburg,
> Björn
>
--
MFG
Torsten Brumm
http://www.brumm.me
http://www.elektrofeld.de
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rt-mailgate: change timeout default
Hi Björn, try at the mailgate command: --timeout=seconds Torsten 2010/4/9 Bjoern Schulz > Hi RT Users, > > I try to change the rt-mailgate timeout default without changing the > source? > > I don't find this in RT_Config. > > Any hints or suggestions? > > Best regards, > Björn > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket Templates
Check out RTFM with RTFM-ArticleTemplates Module, this should be the best solution Torsten 2010/4/7 Max McGrath > Quick Question. > > I am running RT 3.8.7 on Ubuntu 9.10. > > Is there anyway to do ticket templates? > > Basically, looking to have an easy way to create a resolved ticket > instantly. > > In the beginning of the year we constantly have to help students setup > wireless for their room. Ideally, we would like to be able to track > everyone we help. So, I guess it'd be nice if we could just have a "I > helped setup wireless on their type>"; i.e., I helped Max McGrath setup wireless on their Windows 7 Laptop. > > I know their is the Quick Ticket function, but that does not seem to work > when requiring custom fields to be filled in. > > Thanks! > > Max > -- > Max McGrath > Asst. Network Admin/Systems Specialist > Carthage College > 262-552-5512 > mmcgr...@carthage.edu > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Too many tickets in queue?
Hi John, sounds strange. about how many ticket inside this queue we talk? We have some queues with more then 30.000 Tickets status new and the users are easily able to handle this? Another Question: How does the user settings looks like for searchresults? Possibly set to unlimit per page? Then the page load can take a fucking long time. Torsten 2010/4/7 John Hascall > > I received a query from one of our users who > is seeing tickets backing up in their queue > because they are not able to handle the volume > at present and he is wondering if there is a > point where that volume will adversely impact > the perforance of RT. I'm thinking that > number must be very large, but I'm wondering > if anyone has any more concrete experience. > > Thanks, > John > > > --- > John Hascall, j...@iastate.edu > Team Lead, NIADS (Network Infrastructure, Authentication & Directory > Services) > IT Services, The Iowa State University of Science and Technology > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Can a global scrip be disabled for a given queue?
Hi Thierry, you can also try this out: http://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips Torsten 2010/3/26 Thierry Thelliez > John, > > That's a great idea. > > Could I just test the queue name? > > I am no that familiar with Perl/RT but could it be something like: > > return ($self->TicketObj->QueueObj->Id ne "MySpecialQueue"); > > (How do you access the queue name?) > > > Thierry > > On Fri, Mar 26, 2010 at 3:48 PM, John Hascall wrote: > > > > When I wanted to do a similar thing, > > I found it easier to modify the global scrip (Custom Condition) > > to recognize a special address in that field for the queue: > > > > return (($self->TransactionObj->Type eq "Correspond") && > >($self->TicketObj->QueueObj->CorrespondAddress() ne "NONE")); > > > > > > John > > > > > --- > > John Hascall, j...@iastate.edu > > Team Lead, NIADS (Network Infrastructure, Authentication & Directory > Services) > > IT Services, The Iowa State University of Science and Technology > > > >> Hello, > >> > >> I have the requirements to not send notifications 'on correspond' to > >> the requestors for a given queue (that's scrip #6). But I wish to keep > >> it for other queues. > >> > >> Do I need to disable it (scrip fields > Stage >Disabled) and then > >> recreate it locally for all the other queues? > >> > >> > >> > >> Thanks, > >> Thierry > >> > >> 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 > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How do I allow ticket creation for a user
Hi Kevin, at best you grant CreateTicket right to System Group: Unprivileged Users inside the needed Queues. Torsten 2010/4/4 Kevin Bailey : > Hi, > > I've allowed a user to log in to view tickets - and this is really good in > the SelfService area. > > However,, they can't create a ticket - what permissions do I have to give > where to allow a user to create a ticket in a single queue via the web > interface. > > Thanks, > -- > Kevin Bailey > Director/Programmer - Freeway Projects Limited > Web: www.freewayprojects.com > Email: kbai...@freewayprojects.com > Phone: +44 (0)1752 267090 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Show Relations
Hi,
another question, did you tried latest version from github?
Torsten
2010/2/24 Christian Cuvelier :
> Hi @ all,
>
> hope it´s okay to send a second question.
>
> I try to use Show Relations from
> http://www.systemaniacs.de/wordpress/?page_id=122 but i get the following
> error :
>
> Error during compilation of /opt/rt3/local/html/Search/Relations.html: "my"
> variable $i masks earlier declaration in same scope at
> /opt/rt3/local/html/Search/Relations.html line 25. "my" variable $m masks
> earlier declaration in same scope at
> /opt/rt3/local/html/Search/Relations.html line 26. "my" variable $m masks
> earlier declaration in same scope at
> /opt/rt3/local/html/Search/Relations.html line 26. "my" variable $m masks
> earlier declaration in same statement at
> /opt/rt3/local/html/Search/Relations.html line 26. Scalar found where
> operator expected at /opt/rt3/local/html/Search/Relations.html line 89, near
> "$m" Global symbol "%while" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 25. syntax error at
> /opt/rt3/local/html/Search/Relations.html line 25, near "% while (" (Might
> be a runaway multi-line '' string starting on line 9) "my" variable
> $RT::WebPath can't be in a package at
> /opt/rt3/local/html/Search/Relations.html line 26, near "($RT::WebPath"
> Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 41. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 42. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 42. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 43. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 43. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 44. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 45. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 46. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 57. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 58. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 58. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 59. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 59. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 60. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 61. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 62. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 73. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 74. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 74. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 75. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 75. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 76. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 77. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 78. /opt/rt3/local/html/Search/Relations.html has too many errors.
>
> Does anybody know what i should do to repair it ???
>
> Thanks
>
> Christian
>
>
> ___
> 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
>
--
MFG
Torsten Brumm
http://www.brumm.me
http://www.elektrofeld.de
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Show Relations
Hi Christian,
missed your question. it's from me, i will have a look today.
Torsten
2010/2/24 Christian Cuvelier :
> Hi @ all,
>
> hope it´s okay to send a second question.
>
> I try to use Show Relations from
> http://www.systemaniacs.de/wordpress/?page_id=122 but i get the following
> error :
>
> Error during compilation of /opt/rt3/local/html/Search/Relations.html: "my"
> variable $i masks earlier declaration in same scope at
> /opt/rt3/local/html/Search/Relations.html line 25. "my" variable $m masks
> earlier declaration in same scope at
> /opt/rt3/local/html/Search/Relations.html line 26. "my" variable $m masks
> earlier declaration in same scope at
> /opt/rt3/local/html/Search/Relations.html line 26. "my" variable $m masks
> earlier declaration in same statement at
> /opt/rt3/local/html/Search/Relations.html line 26. Scalar found where
> operator expected at /opt/rt3/local/html/Search/Relations.html line 89, near
> "$m" Global symbol "%while" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 25. syntax error at
> /opt/rt3/local/html/Search/Relations.html line 25, near "% while (" (Might
> be a runaway multi-line '' string starting on line 9) "my" variable
> $RT::WebPath can't be in a package at
> /opt/rt3/local/html/Search/Relations.html line 26, near "($RT::WebPath"
> Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 41. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 42. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 42. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 43. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 43. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 44. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 45. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 46. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 57. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 58. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 58. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 59. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 59. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 60. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 61. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 62. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 73. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 74. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 74. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 75. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 75. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 76. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 77. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 78. /opt/rt3/local/html/Search/Relations.html has too many errors.
>
> Does anybody know what i should do to repair it ???
>
> Thanks
>
> Christian
>
>
> ___
> 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
>
--
MFG
Torsten Brumm
http://www.brumm.me
http://www.elektrofeld.de
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Removing attachments from tickets
Have a look onto this: http://github.com/bestpractical/rt-extension-utils could possibly useful for you, other way: RT-Extension-AttachmentsOnDisk written by BPS for us, not yet public published. @BPS: Do you have any plan to publish it public? Torsten 2010/4/1 Atro Tossavainen : > This is probably a FAQ, but I'm afraid I didn't find it written up as one. > > In the interest of keeping the database size down, I would like to be > able to remove attachments folks have sent in from tickets without > disturbing the tickets themselves in any other way. I seem to remember > having done this once by looking up something and updating the content > of the field that contained the attachment to be NULL, but I didn't > write it up at the time and can't remember for the life of me. > > Is there a better way to do this? If not, I'd appreciate a run-through > on how to do it again. > > Best regards, > -- > Atro Tossavainen (Mr.) / The Institute of Biotechnology at > Systems Analyst, Techno-Amish & / the University of Helsinki, Finland, > +358-9-19158939 UNIX Dinosaur / employs me, but my opinions are my own. > < URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Hide standard fields from some users?
/l&>Priority:
<& /Elements/SelectPriority,
Default => $TicketObj->Priority,
&>
<&|/l&>Final Priority:
<& /Elements/SelectPriority,
Name => "FinalPriority",
Default => $TicketObj->FinalPriority,
&>
% $m->callback( CallbackName => 'EndOfList', TicketObj => $TicketObj, %ARGS );
<%INIT>
#It's hard to do this inline, so we'll preload the html of the
selectstatus in here.
my $SelectStatus = $m->scomp("/Elements/SelectStatus", Name =>
'Status', DefaultLabel => loc("[_1]
(Unchanged)",loc($TicketObj->Status)));
my $SelectQueue = $m->scomp("/Elements/SelectQueue", Name => 'Queue',
Default =>$TicketObj->QueueObj->Id, ShowNullOption => 0);
<%ARGS>
$TicketObj => undef
2010/3/31 Jeff Blaine :
> We have a need to hide (ideally) certain standard RT fields
> from privileged users.
>
> I don't see that this is possible with the standard rights
> controls.
>
> Is that accurate?
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
--
MFG
Torsten Brumm
http://www.brumm.me
http://www.elektrofeld.de
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Asset Tracker with RT 3.8.1 - easily linking aticket to an asset?
Hi Guys, any news on this? Think many would like to use it. Torsten 2009/1/26 Shane Painter > Gents, > > > > My name is Shane Painter. I am the IT Director at RW3 Technologies in > Austin TX. Our company contracted with Ruslan/Best Practical to code this > exact patch for us. Attached you will find some screenshots. I am prepared > to release this to the community in exchange for Kharma points =-). > > > > Ruslan, please let me know if this is a problem – I haven’t examined the > licensing, but am assuming GPL or compatible? > > > > Cheers, > > -Shane > > > > Shane Painter > > Director, Information Technology > > Office 512.380.4151 / Mobile 512.294.5890 > > [image: rw3email] > > > > > > > > *From:* rt-users-boun...@lists.bestpractical.com [mailto: > rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Todd Chapman > *Sent:* Monday, January 26, 2009 8:52 AM > *To:* Torsten Brumm; r...@bestpractical.com > *Cc:* ; Stéphane (DSSMAS) > *Subject:* Re: [rt-users] Asset Tracker with RT 3.8.1 - easily linking > aticket to an asset? > > > > Ruslan, > > Weren't you working on that? Any progress? > > -Todd > > On Sat, Jan 24, 2009 at 5:37 AM, Torsten Brumm < > torsten.br...@googlemail.com> wrote: > > Hi Todd, > do you have already any news on this? > > Torsten > > 2009/1/3 Todd Chapman > > > > Ruslan is working on such a feature now... > > Sent from my iPhone > > > On Jan 2, 2009, at 3:27 PM, Niles, Stéphane (DSS\MAS) < > stephane.ni...@gnb.ca> wrote: > > Hi, > > > > We've installed Asset Tracker with RT 3.8.1. We believe we installed AT > correctly, but are not sure… There doesn't seem to be an easy way to link an > existing ticket (or a new one for that matter) with an asset… The other way > around is quite simple (from an Asset, I can create a ticket in a desired > queue by selecting the queue, and clicking on "New ticket in queue"). > > > > I am wondering if anyone has come up with an easy way to take an existing > ticket and associating it with an asset? Maybe I'm missing something or > maybe the Callbacks files are not at the right place > > > > Any help appreciated… > > > > Stéphane > > > > > > > > ___ > 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 > > > ___________ > 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 > > > > > -- > MFG > > Torsten Brumm > > http://www.torsten-brumm.de > > > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de <> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] security issue
Oh, just read: You granted (globally?) unpriviledged users the right to see a ticket? Thats heavy depending on your need i would suggest to grant ShowTicket only to Requestor (on Queue Base) Is it really needed that all users from Company 1 can see tickets created from someone of Company 1 ? Torsten 2010/3/29 Tariq Doukkali : > Hi all, > > > > if an unprivileged user click a link to open a ticket, the link below will > be shown on browser as URL-address: > > > > https://company.com/SelfService/Display.html?id=493 > > > > but if the user try to copy and past this url-adress in an other browser-tab > and changes id to 490 as shown below, > > > > https://company.com/SelfService/Display.html?id=490 > > > > the user is also able to show this ticket too. > > > > The problem is that we have a different unprivileged user (company 1, > company 2). Unprivileged users of company 1 should only be able to schow > their own ticket (not tickets of unprivileged user of company 2), but on RT > system we can change permissions for the group unprvivileged users, which > (in our case) includes all user of all companies. > > > > How can I solve the problem ??? > > > > Many thanks in advance !!! > > > > Tamodew > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] security issue
Hi, think this is a config error at your installation, tried it out just in my installation and all i get is: No permission to display that ticket RT Rights Setup is really clean and good! Possibly the requestor of Ticket 490 is the same like for ticket 493 ?? Torsten 2010/3/29 Tariq Doukkali > > Hi all, > > > > if an unprivileged user click a link to open a ticket, the link below will > be shown on browser as URL-address: > > > > https://company.com/SelfService/Display.html?id=493 > > > > but if the user try to copy and past this url-adress in an other browser-tab > and changes id to 490 as shown below, > > > > https://company.com/SelfService/Display.html?id=490 > > > > the user is also able to show this ticket too. > > > > The problem is that we have a different unprivileged user (company 1, company > 2). Unprivileged users of company 1 should only be able to schow their own > ticket (not tickets of unprivileged user of company 2), but on RT system we > can change permissions for the group unprvivileged users, which (in our case) > includes all user of all companies. > > > > How can I solve the problem ??? > > > > Many thanks in advance !!! > > > > Tamodew > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Can a global scrip be disabled for a given queue?
Search for Dirk Papes QueueDeactivatedScrips. It is a nice addon (llittle outdated, but still working) that will save you a lot of work! http://page.mi.fu-berlin.de/dirkpape/rt3/HideGlobalScrips/ Torsten 2010/3/26 Thierry Thelliez > Hello, > > I have the requirements to not send notifications 'on correspond' to > the requestors for a given queue (that's scrip #6). But I wish to keep > it for other queues. > > Do I need to disable it (scrip fields > Stage >Disabled) and then > recreate it locally for all the other queues? > > > > Thanks, > Thierry > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Problem installing latest RT from GIT
Hi Group just tried to install latest rt from git and i'm getting confused: config: ./configure --enable-graphviz --enable-gd --with-web-handler=fastcgi --with-db-rt-pass=apassword --with-web-user=apache --with-web-group=apache So, no GPG, after fixing all deps (mostly via rpm/yum) i get the following from make testdeps: SOME DEPENDENCIES WERE MISSING. GPG missing dependencies: GnuPG::Interface ...MISSING OK, i thought i don't use GPG but let me install it: [r...@rt3 bestpractical-rt-cb95899]# perl -MCPAN -e 'install GnuPG::Interface' CPAN: Storable loaded ok Going to read /root/.cpan/Metadata Database was generated on Sun, 21 Mar 2010 13:50:09 GMT GnuPG::Interface is up to date. make testdeps still shows the error. Tried later with --disable-gpg works well. So it looks like i have to disable it to get all working, correct or and error? Any ideas? -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de ___ 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
Re: [rt-users] How to install RT global to handel 11 accounts seperately?
Hi Michelle, > You don't need much magic for this and you don't need several > installations > > of RT for this. > > But this mean, I have to use ONE VHost for all! > > I can not use seperated VHosts for "abuse/postmaster", "support" and > "biz-support" which are 3 completely differnt departements. > > Yes, thats correct, but why you need this? RT can handle this for you, why several vhosts? You grant Department sa...@bar.com the rights to see their your and sa...@foo.com the rights to see their one requests And yes, you can also setup rt in that way that all department queues come with their own RT Subject line. Don't understand the problem ;-) Torsten > > Is this the setup you are looking for?!? > > Thanks, Greetings and nice Day/Evening >Michelle Konzack >Systemadministrator >24V Electronic Engineer >Tamay Dogan Network >Debian GNU/Linux Consultant > > -- > Linux-User #280138 with the Linux Counter, http://counter.li.org/ > # Debian GNU/Linux Consultant # > <http://www.tamay-dogan.net/> Michelle Konzack > <http://www.can4linux.org/> Apt. 917 > <http://www.flexray4linux.org/> 50, rue de Soultz > Jabber linux4miche...@jabber.ccc.de 67100 Strabourg/France > IRC#Debian (irc.icq.com) Tel. DE: +49 177 9351947 > ICQ#328449886 Tel. FR: +33 6 61925193 > > ___ > 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 > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de ___ 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
Re: [rt-users] How to install RT global to handel 11 accounts seperately?
Hi Michelle, Emmanuel already pointed you the correct solution but let me try to understand your setup: Your setup, lets say: ab...@foo.com -> Queue: abuse_foo postmas...@foo.com -> Queue: postmaster_foo supp...@foo.com -> Queue: support_foo tech-supp...@foo.com -> Queue: techsupport_foo biz-supp...@foo.com -> Queue: bizsupport_foo sa...@foo.com -> Queue: sales_foo ab...@bar.com -> Queue: abuse_bar postmas...@bar.com -> Queue: postmaster_bar supp...@bar.com -> Queue: support_bar tech-supp...@bar.com -> Queue: techsupport_bar biz-supp...@bar.com -> Queue: bizsupport_bar sa...@bar.com -> Queue: sales_bar This can easily handled by /etc/alias file and the queue setup is also easy like Emmanuel explained. You don't need much magic for this and you don't need several installations of RT for this. Is this the setup you are looking for?!? Torsten 2010/3/21 Michelle Konzack > Hello Torsten, > > Am 2010-03-21 02:44:28, hacktest Du folgendes herunter: > > What means modified version? what kind of modifications? And what is > exactly > > the problem to handle this 11 accounts from 6 domains? > > The installation in Debian expect the config in /etc/... > which mean, you can not run moe then one RT. > > > I think all you need RT is already able to handle. > > RT can only handel ONE RT account/E-Mail-Address > > > > abuse@ > > > postmaster@ > > > support@ > > >tech-support@ > > > biz-support@ > > > sales@ > > mail addresses with different domainsand one RT installation. > > NO!!! One RT installation per mailaccount sind you can not have more > then one config. Exactly, I had to modify RT to look into the home dir > of the acount. > > But RT cannot be made to do his globaly... > Because many things ARE hardcoded > > The accounts do not have to do with each other... and then I have not > only this six in one domain. I have 5 other domains on the same server > with there own RT installations. > > Thanks, Greetings and nice Day/Evening >Michelle Konzack >Systemadministrator >24V Electronic Engineer >Tamay Dogan Network >Debian GNU/Linux Consultant > > -- > Linux-User #280138 with the Linux Counter, http://counter.li.org/ > # Debian GNU/Linux Consultant # > <http://www.tamay-dogan.net/> Michelle Konzack > <http://www.can4linux.org/> Apt. 917 > <http://www.flexray4linux.org/> 50, rue de Soultz > Jabber linux4miche...@jabber.ccc.de 67100 Strabourg/France > IRC#Debian (irc.icq.com) Tel. DE: +49 177 9351947 > ICQ#328449886 Tel. FR: +33 6 61925193 > > ___ > 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 > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de ___ 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
