[rt-users] Search's ticket count includes tickets I don't have permission to view
Hi All; We run multiple queues for a few self-contained IT groups. These groups do not have permissions to one another's queues. One of these groups reported that ticket count (and pagination!) resulting from a search occurs before the tickets are filtered on permission to view. Here's a nice first-person summary: I just did a search for mail, it reported Found 192 tickets and only displayed six items on the first page, one on the second, none on the third page, and none on the fourth page. 7 != 192 We're running 3.6.5 on Ubuntu. I've read through some of the changelogs on the blog, but didn't see anything about this issue. Can someone tell me if this problem has already been addressed in 3.6.6-7 or 3.8? Alternatively, are you experiencing this same issue in one of these versions? Much Thanks, Isaac Vetter College of Science Purdue University smime.p7s Description: S/MIME cryptographic signature ___ 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
[rt-users] RT unification (merging multiple RT instances)
Hi All, Within my sub-organization, there were recently four distinct RTs running in various departments. We're making an effort to unify these. So far, departments have been willing to abandon their ticket databases to move. This is no longer the case. So, I'm looking at unifying two separate RTs by merging their data. We need a script that could migrate tickets from one RT to another without losing data. Considering the three options of using bin/rt, the API, or native db dump and a data massage tool, I think that the API is the better (re-usable, smaller chance of horribly breaking stuff, etc) route. Is there an option that I'm missing? Is there a (small) chance that someone already has an excellent perl script that Google doesn't know about? Any words of advice? Much Thanks, Isaac Vetter Purdue University P.s. This project would be much, much easier if the API was even minimally documented. Yes, I appreciate the POD documentation, but that's module documentation. The fact that something like this: http://www.cpan.org/authors/id/A/AH/AHARRISON/scripts/rt-class-map-1.3.pl Is necessary at the end-user level is pretty intimidating. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT unification (merging multiple RT instances)
Hi Stephen; Thanks for your response. Within my sub-organization, there were recently four distinct RTs running in various departments. We're making an effort to unify these. So far, departments have been willing to abandon their ticket databases to move. This is no longer the case. So, I'm looking at unifying two separate RTs by merging their data. We need a script that could migrate tickets from one RT to another without losing data. I'm curious - are all the RTs the same version? And how are you going to deal with overlapping ticket numbers? Yeah. The RT's all the same version, that's the easy part. Overlapping tickets id (and attachments ids and transaction ids and user ids and ...) is /the/ problem. Otherwise, it'd be a relatively simple sql insert dump. To add insult to injury, we need to track ticket numbers that get changed, such that urls to the old RT can be translated to their location in the new RT via a custom web script. Once someone had figured out how to use the API, I don't /think/ that this would be such a difficult thing: 1) Get all queues, tickets, transactions, attachments, users, etc from old RT. Stores these in a perl structure. 2) Switch connections to the new RT. 3) Loop through all of the above objects, inserting and modifying. My essential question is: Is anyone willing to share code that does something like this? Even just examples of actually using the API would, imho, be incredibly useful to the community. Much Thanks, Isaac Vetter smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
