[rt-users] DB performance
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
Re: [rt-users] client reply receive by 1 admin CC only
Guys, It happened again for the same client responding to the same ticket but only 1 adminCC received it. The client sent it to RT email (prod...@xxx.worx.net) Below are the RT logs. I believe Scrip 5 is responsible for sending the email. Scrip5: Condition: On Correspond Action: Notify AdminCcs Template: Global template: Admin Correspondence Stage: TransactionCreat I no longer know which to check, please help. THANKS! RT LOGS: [Thu May 6 17:36:13 2010] [debug]: Found 6 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:356) [Thu May 6 17:38:10 2010] [debug]: Found a ticket ID. It's 16221 (/opt/rt3/lib/RT/Interface/Email.pm:455) [Thu May 6 17:38:11 2010] [debug]: About to think about scrips for transaction #163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Thu May 6 17:38:11 2010] [debug]: About to prepare scrips for transaction #163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) [Thu May 6 17:38:11 2010] [debug]: Found 9 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:356) [Thu May 6 17:38:11 2010] [debug]: About to commit scrips for transaction #163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169) [Thu May 6 17:38:11 2010] [info]: rt-3.4.5-22269-1273167490-1816.16221-...@xxx.worx.net #16221/163798 - Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) [Thu May 6 17:38:11 2010] [debug]: About to think about scrips for transaction #163799 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Thu May 6 17:38:11 2010] [info]: rt-3.4.5-22269-1273167490-1816.16221-...@xxx.worx.net sent To: Cc: Bcc: admin...@worx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297) [Thu May 6 17:38:11 2010] [info]: rt-3.4.5-22269-1273167490-1816.16221-...@xxx.worx.net #16221/163798 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) Thu May 6 17:38:11 2010] [info]: rt-3.4.5-22269-1273167490-1816.16221-...@xxx.worx.net No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:249) [Thu May 6 17:38:11 2010] [info]: rt-3.4.5-22269-1273167490-1816.16221-...@xxx.worx.net #16221/163798 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) [Thu May 6 17:38:11 2010] [info]: rt-3.4.5-22269-1273167490-1816.16221-...@xxx.worx.net No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:249) On Tue, May 4, 2010 at 11:30 AM, rmp dmd rmp.dmd1...@gmail.com wrote: Hi, I've been investigating this and cannot find a real answer. We have 3 persons on AdminCC. When client replies via email to the ticket, it will be received by the 3 persons' mailbox. Last week, there was a client replied, only 1 adminCC got the response. I did a test. All replies to RT are being received by 3 AdminCC. I found this on RT log. It only send to 1 adminCC. RT usually send to 3 adminCCs or sometimes to 2 if, the other is the updating the ticket. [Fri Apr 30 08:59:59 2010] [debug]: About to think about scrips for transaction #161688 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Fri Apr 30 08:59:59 2010] [info]: rt-3.4.5-30212-1272617998-981.16221-...@xxx.worx.net sent To: Cc: Bcc: adm...@worx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297) Further the client retained the RT system email address in their reply, and didn't change that email to be 1 AdminCc. I attached the ticket display page. It shows that client sent to RT email address and not directly to the email address of 1 adminCC. There are no changes on the scrips. I am also looking at the logs this is the only time RT sends to 1 adminCC. An ideas on why does RT only send to 1 adminCC? RT Version is 3.4.5 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] client reply receive by 1 admin CC only
Hi, I've been investigating this and cannot find a real answer. We have 3 persons on AdminCC. When client replies via email to the ticket, it will be received by the 3 persons' mailbox. Last week, there was a client replied, only 1 adminCC got the response. I did a test. All replies to RT are being received by 3 AdminCC. I found this on RT log. It only send to 1 adminCC. RT usually send to 3 adminCCs or sometimes to 2 if, the other is the updating the ticket. [Fri Apr 30 08:59:59 2010] [debug]: About to think about scrips for transaction #161688 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Fri Apr 30 08:59:59 2010] [info]: rt-3.4.5-30212-1272617998-981.16221-...@xxx.worx.net sent To: Cc: Bcc: adm...@worx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297) Further the client retained the RT system email address in their reply, and didn't change that email to be 1 AdminCc. I attached the ticket display page. It shows that client sent to RT email address and not directly to the email address of 1 adminCC. There are no changes on the scrips. I am also looking at the logs this is the only time RT sends to 1 adminCC. An ideas on why does RT only send to 1 adminCC? RT Version is 3.4.5 attachment: RT display.JPG Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Reply from client not received by AdminCC
We have 3 persons on AdminCC. We client replies via email to the ticket, it will be received by the 3 persons' mailbox. This morning at around 5:00 AM, client replied, only 1 adminCC got the response. I tested 10:30 AM. All replies to RT are being received by 3 AdminCC. Is there time setting when the AdminCC will receive emails from RT? RT Version is 3.4.5 Thanks! Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Reply from client not received by AdminCC
Just an addition, I found this on RT log. It only send to 1 adminCC. RT usually send to 3 adminCCs or sometimes to 2 if, the other is the updating the ticket. Why does RT only send to 1? Time is 4 hour advanced on RT log. The actual time is Fri Apr 30 04:59:59 2010 [Fri Apr 30 08:59:59 2010] [info]: rt-3.4.5-30212-1272617998-981.16221-...@data1.echoworx.net sent To: Cc : Bcc: adm...@worx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297) On Fri, Apr 30, 2010 at 11:30 AM, rmp dmd rmp.dmd1...@gmail.com wrote: We have 3 persons on AdminCC. We client replies via email to the ticket, it will be received by the 3 persons' mailbox. This morning at around 5:00 AM, client replied, only 1 adminCC got the response. I tested 10:30 AM. All replies to RT are being received by 3 AdminCC. Is there time setting when the AdminCC will receive emails from RT? RT Version is 3.4.5 Thanks! Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Columns on Bulk Update
Can the colmuns when doing Bulk Update on RT 3.4.5 be managed? On Bulk Update, we have the following columns: Update id Status Priority Subject Queue Owner RequestorAddresses Due We do not need Owner and Due date. How can this be removed? Thanks! Roehl ___ 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
Re: [rt-users] Follow-up question on Merge Ticket with existing ticket with the same subject
Hi All,
I adjusted my scrip to below in order for to have auto merging of tickets:
The scrip
- merge ticket with the same subject
- merge the same nagios PROBLEM alert
- merge nagios RECOVERY alert to corresponding PROBLEM alert
- merge ticket with new ticket RE: and FW: on the subject with similar
subject.
However some email clients append Re instead of RE and Fw: instead of FW:.
Im figuring it out, but nothing came up yet.
Any help to adjust the script to accept that condition?
Thanks!
# If the subject of the ticket matches a pattern suggesting
# that this is a Nagios RECOVERY message AND there is
# an existing ticket (open or new) in the IT queue with a matching
# problem description, (that is not this ticket)
# merge this ticket into that ticket
#
# Based on http://marc.free.net.ph/message/20040319.180325.27528377.en.html
my $problem_desc = undef;
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
if (($subject =~ /\*\* RECOVERY (\w+) - (.*) OK \*\*/) || ($subject =~ /\*\*
PROBLEM (\w+) - (.*) CRITICAL \*\*/)) {
# This looks like a nagios recovery message
$problem_desc = $2;
# Ok, now let's merge this ticket with it's PROBLEM msg.
my $search = RT::Tickets-new($RT::SystemUser);
$search-LimitQueue(VALUE = 'IT');
$search-LimitStatus(VALUE = 'new', OPERATOR = '=', ENTRYAGGREGATOR =
'or');
$search-LimitStatus(VALUE = 'open', OPERATOR = '=');
if ($search-Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $search-Next) {
# Ignore the ticket that opened this transation (the recovery
one...)
next if $self-TicketObj-Id == $ticket-Id;
# Look for nagios PROBLEM warning messages...
if ( $ticket-Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
if ($2 eq $problem_desc){
# Aha! Found the Problem TICKET corresponding to this
RECOVERY
# ticket
$id = $ticket-Id;
# Nagios may send more then one PROBLEM message, right?
#$RT::Logger-debug(Merging ticket . $self-TicketObj-Id
. into $id because of OA number match.);
$self-TicketObj-MergeInto($id);
# Keep looking for more PROBLEM tickets...
}
}
}
$id || return 1;
# Auto-close/resolve this whole thing
#$self-TicketObj-SetStatus( resolved );
1;
} else {
my $notnagios_desc = undef;
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
$notnagios_desc = $subject;
# look for same subject on existing tickets
my $search = RT::Tickets-new($RT::SystemUser);
$search-LimitQueue(VALUE = 'IT');
$search-LimitStatus(VALUE = 'new', OPERATOR = '=', ENTRYAGGREGATOR =
'or');
$search-LimitStatus(VALUE = 'open', OPERATOR = '=');
if ($search-Count == 0) { return 1; }
my $id = undef;
my $same_desc = undef;
my $same_desc_re = undef;
my $same_desc_fw = undef;
while (my $ticket = $search-Next) {
# Ignore this ticket that opened this transaction
next if $self-TicketObj-Id == $ticket-Id;
$same_desc=$ticket-Subject;
$same_desc_re=RE: . $same_desc;
$same_desc_fw=FW: . $same_desc;
if (($notnagios_desc eq $same_desc) || ($notnagios_desc eq
$same_desc_re) || ($notnagios_desc eq $same_desc_fw)) {
# Found the same subject
$id = $ticket-Id;
$self-TicketObj-MergeInto($id);
}
}
$id || return 1;
1;
}
===
On Mon, Aug 17, 2009 at 3:49 PM, rmp dmd rmp.dmd1...@gmail.com wrote:
Thanks for the help. I was able to make the scrip below work.
The scrip was able to merge new ticket with Subject: Test Ticket Subject
to an existing ticket with the same subject.
Just few more questions:
- what to add on the scrip to ignore preceeding characters such as RE: and
FWD:? A new ticket with subject: RE: Test Ticket Subject to an existing
ticket with the same subject
- the scrip does not merge new ticket with subject: ** PROBLEM alert -
Saturn backup server/DNS is CRITICAL ** to an existing ticket with the same
subject. Is there a syntax that I need to add for this?
All help will be greatly appreciated.
Thanks!
=
my $problem_desc = undef;
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
$problem_desc = $subject;
$RT::Logger-debug(This is the subject to match: $problem_desc);
# look for subject on existing tickets
my $search = RT::Tickets-new($RT::SystemUser);
$search-LimitQueue(VALUE = 'IT');
$search-LimitStatus(VALUE = 'new', OPERATOR = '=', ENTRYAGGREGATOR =
'or');
$search-LimitStatus(VALUE = 'open', OPERATOR = '=');
if ($search-Count == 0) { return 1; }
my $id = undef;
my $same_desc = undef;
while (my $ticket = $search-Next) {
# Ignore this ticket that opened this transaction
next if $self-TicketObj-Id == $ticket-Id;
$same_desc=$ticket
Re: [rt-users] Follow-up question on Merge Ticket with existing ticket with the same subject
Experts,
I hope you can help me on below.
I've been trying some modifications, but I could not get it working.
Thanks!
Roehl
On Mon, Aug 17, 2009 at 3:49 PM, rmp dmd rmp.dmd1...@gmail.com wrote:
Thanks for the help. I was able to make the scrip below work.
The scrip was able to merge new ticket with Subject: Test Ticket Subject
to an existing ticket with the same subject.
Just few more questions:
- what to add on the scrip to ignore preceeding characters such as RE: and
FWD:? A new ticket with subject: RE: Test Ticket Subject to an existing
ticket with the same subject
- the scrip does not merge new ticket with subject: ** PROBLEM alert -
Saturn backup server/DNS is CRITICAL ** to an existing ticket with the same
subject. Is there a syntax that I need to add for this?
All help will be greatly appreciated.
Thanks!
=
my $problem_desc = undef;
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
$problem_desc = $subject;
$RT::Logger-debug(This is the subject to match: $problem_desc);
# look for subject on existing tickets
my $search = RT::Tickets-new($RT::SystemUser);
$search-LimitQueue(VALUE = 'IT');
$search-LimitStatus(VALUE = 'new', OPERATOR = '=', ENTRYAGGREGATOR =
'or');
$search-LimitStatus(VALUE = 'open', OPERATOR = '=');
if ($search-Count == 0) { return 1; }
my $id = undef;
my $same_desc = undef;
while (my $ticket = $search-Next) {
# Ignore this ticket that opened this transaction
next if $self-TicketObj-Id == $ticket-Id;
$same_desc=$ticket-Subject;
#if ($same_desc eq $problem_desc){
if ($problem_desc eq $same_desc){
# Found the same subject
$RT::Logger-debug(SAME $same_desc and $problem_desc);
$id = $ticket-Id;
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id . into
$id because of OA number match.);
$self-TicketObj-MergeInto($id);
}
}
$id || return 1;
1;
On Fri, Aug 14, 2009 at 9:41 AM, Rémi mire...@gmail.com wrote:
hi
try using $TicketObj-SetSubject() function,
$TicketObj-Subject is just an accessor method
Rémi
2009/8/13 rmp dmd rmp.dmd1...@gmail.com
Hi,
I'm using the scrip below to merge newly created ticket with existing
ticket with the same subject. However, im getting
Scrip 36 Commit failed: Can't modify non-lvalue subroutine call at (eval
1311) line 21.
code for line 21 is :
$ticket-Subject = $same_desc;
Im not exactly sure what the error means. Please help in making the scrip
work.
Thanks!
my $problem_desc = undef;
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
$problem_desc = $subject;
$RT::Logger-debug(This is the subject to match: $problem_desc);
# look for subject on existing tickets
my $search = RT::Tickets-new($RT::SystemUser);
$search-LimitQueue(VALUE = 'IT');
$search-LimitStatus(VALUE = 'new', OPERATOR = '=', ENTRYAGGREGATOR =
'or');
$search-LimitStatus(VALUE = 'open', OPERATOR = '=');
if ($search-Count == 0) { return 1; }
my $id = undef;
my $same_desc = undef;
while (my $ticket = $search-Next) {
# Ignore this ticket that opened this transaction
next if $self-TicketObj-Id == $ticket-Id;
$ticket-Subject = $same_desc;
if ($same_desc eq $problem_desc){
# Found the same subject
$RT::Logger-debug(SAME $same_desc and $problem_desc);
$id = $ticket-Id;
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id .
into $id because of OA number match.);
$self-TicketObj-MergeInto($id);
}
}
$id || return 1;
1;
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[rt-users] Follow-up question on Merge Ticket with existing ticket with the same subject
Thanks for the help. I was able to make the scrip below work.
The scrip was able to merge new ticket with Subject: Test Ticket Subject
to an existing ticket with the same subject.
Just few more questions:
- what to add on the scrip to ignore preceeding characters such as RE: and
FWD:? A new ticket with subject: RE: Test Ticket Subject to an existing
ticket with the same subject
- the scrip does not merge new ticket with subject: ** PROBLEM alert -
Saturn backup server/DNS is CRITICAL ** to an existing ticket with the same
subject. Is there a syntax that I need to add for this?
All help will be greatly appreciated.
Thanks!
=
my $problem_desc = undef;
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
$problem_desc = $subject;
$RT::Logger-debug(This is the subject to match: $problem_desc);
# look for subject on existing tickets
my $search = RT::Tickets-new($RT::SystemUser);
$search-LimitQueue(VALUE = 'IT');
$search-LimitStatus(VALUE = 'new', OPERATOR = '=', ENTRYAGGREGATOR =
'or');
$search-LimitStatus(VALUE = 'open', OPERATOR = '=');
if ($search-Count == 0) { return 1; }
my $id = undef;
my $same_desc = undef;
while (my $ticket = $search-Next) {
# Ignore this ticket that opened this transaction
next if $self-TicketObj-Id == $ticket-Id;
$same_desc=$ticket-Subject;
#if ($same_desc eq $problem_desc){
if ($problem_desc eq $same_desc){
# Found the same subject
$RT::Logger-debug(SAME $same_desc and $problem_desc);
$id = $ticket-Id;
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id . into
$id because of OA number match.);
$self-TicketObj-MergeInto($id);
}
}
$id || return 1;
1;
On Fri, Aug 14, 2009 at 9:41 AM, Rémi mire...@gmail.com wrote:
hi
try using $TicketObj-SetSubject() function,
$TicketObj-Subject is just an accessor method
Rémi
2009/8/13 rmp dmd rmp.dmd1...@gmail.com
Hi,
I'm using the scrip below to merge newly created ticket with existing
ticket with the same subject. However, im getting
Scrip 36 Commit failed: Can't modify non-lvalue subroutine call at (eval
1311) line 21.
code for line 21 is :
$ticket-Subject = $same_desc;
Im not exactly sure what the error means. Please help in making the scrip
work.
Thanks!
my $problem_desc = undef;
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
$problem_desc = $subject;
$RT::Logger-debug(This is the subject to match: $problem_desc);
# look for subject on existing tickets
my $search = RT::Tickets-new($RT::SystemUser);
$search-LimitQueue(VALUE = 'IT');
$search-LimitStatus(VALUE = 'new', OPERATOR = '=', ENTRYAGGREGATOR =
'or');
$search-LimitStatus(VALUE = 'open', OPERATOR = '=');
if ($search-Count == 0) { return 1; }
my $id = undef;
my $same_desc = undef;
while (my $ticket = $search-Next) {
# Ignore this ticket that opened this transaction
next if $self-TicketObj-Id == $ticket-Id;
$ticket-Subject = $same_desc;
if ($same_desc eq $problem_desc){
# Found the same subject
$RT::Logger-debug(SAME $same_desc and $problem_desc);
$id = $ticket-Id;
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id .
into $id because of OA number match.);
$self-TicketObj-MergeInto($id);
}
}
$id || return 1;
1;
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[rt-users] Merge Ticket with existing ticket with the same subject
Hi,
I'm using the scrip below to merge newly created ticket with existing ticket
with the same subject. However, im getting
Scrip 36 Commit failed: Can't modify non-lvalue subroutine call at (eval
1311) line 21.
code for line 21 is :
$ticket-Subject = $same_desc;
Im not exactly sure what the error means. Please help in making the scrip
work.
Thanks!
my $problem_desc = undef;
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
$problem_desc = $subject;
$RT::Logger-debug(This is the subject to match: $problem_desc);
# look for subject on existing tickets
my $search = RT::Tickets-new($RT::SystemUser);
$search-LimitQueue(VALUE = 'IT');
$search-LimitStatus(VALUE = 'new', OPERATOR = '=', ENTRYAGGREGATOR =
'or');
$search-LimitStatus(VALUE = 'open', OPERATOR = '=');
if ($search-Count == 0) { return 1; }
my $id = undef;
my $same_desc = undef;
while (my $ticket = $search-Next) {
# Ignore this ticket that opened this transaction
next if $self-TicketObj-Id == $ticket-Id;
$ticket-Subject = $same_desc;
if ($same_desc eq $problem_desc){
# Found the same subject
$RT::Logger-debug(SAME $same_desc and $problem_desc);
$id = $ticket-Id;
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id . into
$id because of OA number match.);
$self-TicketObj-MergeInto($id);
}
}
$id || return 1;
1;
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[rt-users] Merging Tickets
Hi,
I'm working on a scrip that will grab the subject of a new ticket and
compare it with existing ticket. If a match is found, the scrip will merge
the ticket. I have the script below.
I have additional requirement where I'll ignore preceeding characters and
merge if the next characters matched.
An example, this tickets should merge:
existing ticket: Subject 1
new ticket: RE: Subject 1
this example should merge also
existing ticket: Subject A
new ticket: Fw: Subject A
this example, should not merge:
existing ticket: Subject 2GO
new ticket: Subject Any
Thanks in advanced!
my $problem_desc = undef;
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
$problem_desc = $subject
$RT::Logger-debug(This is the subject to match: $problem_desc);
# look for subject on existing tickets
my $search = RT::Tickets-new($RT::SystemUser);
$search-LimitQueue(VALUE = 'IT');
$search-LimitStatus(VALUE = 'new', OPERATOR = '=', ENTRYAGGREGATOR =
'or');
$search-LimitStatus(VALUE = 'open', OPERATOR = '=');
if ($search-Count == 0) { return 1; }
my $id = undef;
my $same_desc = undef;
while (my $ticket = $search-Next) {
# Ignore this ticket that opened this transaction
next if $self-TicketObj-Id == $ticket-Id;
$ticket-Subject = $same_desc
if ($same_desc eq $problem_desc){
# Found the same subject
$RT::Logger-debug(SAME $same_desc and $problem_desc);
$id = $ticket-Id;
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id . into
$id because of OA number match.);
$self-TicketObj-MergeInto($id);
}
}
$id || return 1;
1;
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[rt-users] Auto-open Resolved Ticket
Thank you for the advise Toby.
Though I really do not have an idea on how to fire On Status Change
I plan to use it on a cron job in Perl as suggested earlier. If there's a
way to run the On Status Change scrip on cron job, that will be good. If
not, I need to check other methods.
#!/usr/bin/perl
my $cmd = '/usr/bin/rt list ';
my $qry = $cmd . qq/\priority = '199' AND due = 'today'\/;
my @res = `$qry`;
for (@res) {
chomp;
my $tic_sub = `/bin/echo $_ | /bin/cut -f2 -d:`;
my $tic_num = `/bin/echo $_ | /bin/cut -f1 -d:`;
system (/usr/bin/rt edit 'ticket/$tic_num' set status=open);
# put here how to fire up on Status Change Scrip
}
Date: Mon, 27 Jul 2009 17:30:50 +0100
From: Toby Darling darl...@ccdc.cam.ac.uk
Subject: Re: [rt-users] Auto-open Resolved Ticket
To: rt-users@lists.bestpractical.com
rt-users@lists.bestpractical.com
Message-ID:
bbe4f13b964a4049ba644235410510be0804190...@mail01.ccdc.cam.ac.uk
Content-Type: text/plain; charset=us-ascii
Hi Roehl
Please confirm, if I understand your method correctly.
1. Instead of resolving the ticket, after getting my tasks done, put in
on stalled and set 'Due date' to next month.
Correct.
2. the cron job will re-open this ticket after a month.
More accurately, it will reopen those tickets with due dates on, or before,
'today'.
If the ticket is re-open, will it send out notification?
Not by default, I don't think, but you can create a scrip to fire On Status
Change.
Cheers
Toby
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Re: [rt-users] Auto-open Resolved Ticket
Hi Toby,
Thanks for this.
Please confirm, if I understand your method correctly.
1. Instead of resolving the ticket, after getting my tasks done, put in on
stalled and set 'Due date' to next month.
2. the cron job will re-open this ticket after a month.
If the ticket is re-open, will it send out notification?
im doing the rt-list -i status = 'stalled' AND due = 'today'
on a command line but it's asking me for a password.
is my syntax correct?
Thanks!
Roehl
On Fri, Jul 24, 2009 at 5:08 AM, Toby Darling darl...@ccdc.cam.ac.ukwrote:
Hi Roehl
- I resolved a ticket Subject: Windows Patches or Subject: get and
renew certificates
- I'll do it again after a month.
- RT will re-open this ticket after a month.
I use the Due date field with a stalled status, and have a daily cron job:
#!/usr/bin/perl
my $cmd = '/usr/bin/rt list -i ';
my $qry = $cmd . qq/\status = 'stalled' AND due = 'today'\/;
my @res = `$qry`;
for (@res) {
chomp;
system (/usr/bin/rt edit $_ set status=open);
}
I'm sure someone will be along shortly with an rt_crontool solution, or
something RESTful.
Cheers
Toby
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[rt-users] Auto-open Resolved Ticket
Hi, IS there a functionality on RT that can do this? - I resolved a ticket Subject: Windows Patches or Subject: get and renew certificates - I'll do it again after a month. - RT will re-open this ticket after a month. Thanks! Roehl ___ 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] Monthly Tasks
Hi, We have recurring tasks (monthly and quarterly) like patch update or run scan vulnerability that I would like to set to create ticket on a certain time. Here's I would like to do: I create a new ticket run scan vulnerability on server X. After running, I will close this ticket. On next month, this ticket automatically will be re-opend (or a new one generated). I'm thinking of using RT Reminders. I've checked it but the scrips that I saw, use reminders to send open tickets that are due over a period of time. Does anyone was able to do this and any scrips that I can check? Thanks! Roehl ___ 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] Merge tickets with the Same Subject
Thank you for all the help and I was able to implement scrips (ie AutoClose on Nagios recovery, filter messages based on Subject) which at first I thought was extremenly hard to set-up. I have a new requirement which is to merge with the same subject. -existing ticket: Subject: syslog firewall ticket ID: 2565 when a new request with the same subject: syslog firewall, it should merge with ticket ID: 2565. I've been seeing some scrips but all of them use a matching subject, like ** PROBLEM **. Any one who has implemented the same, please advise on how to do it. Thanks! Roehl ___ 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] merge ticket on Resolve
Hi,
Thanks for the numerous response and I was able to have a scrip that merges
RECOVERY alerts from nagios with PROBLEM tickets.
I need help again for minor modifications.I prefer to merge PROBLEM open
tickets to the RECOVERY alert ID.
Here's how the scrip goes:
An alert, ** PROBLEM alert - TESTONLYE DC2/check_test is CRITICAL **. RT
will assigned ID 2912
A new alert, ** PROBLEM alert - TESTONLYE DC2/check_test is CRITICAL **. RT
will assigned new ID 2913.
A recovery alert, ** RECOVERY alert - TESTONLYE DC2/check_test is OK **. RT
will assigned #2915.
The scrip will merge
ticket 2915 into 2912
ticket 2912 into 2913
I prefer to merge 2912 and 2913 into 2915. So when I lookup tickets, it'll
be easier for us.
I've been playing around with the scrips but nothing came out right.
Need help. Thanks!
The working scrip is below.
# If the subject of the ticket matches a pattern suggesting
# that this is a Nagios RECOVERY message AND there is
# an existing ticket (open or new) in the IT queue with a matching
# problem description, (that is not this ticket)
# merge this ticket into that ticket
#
# Based on http://marc.free.net.ph/message/20040319.180325.27528377.en.html
my $problem_desc = undef;
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
if ($subject =~ /\*\* RECOVERY (\w+) - (.*) OK \*\*/) {
# This looks like a nagios recovery message
$problem_desc = $2;
$RT::Logger-debug(Found a recovery msg: $problem_desc);
} else {
return 1;
}
# Ok, now let's merge this ticket with it's PROBLEM msg.
my $search = RT::Tickets-new($RT::SystemUser);
$search-LimitQueue(VALUE = 'IT');
$search-LimitStatus(VALUE = 'new', OPERATOR = '=', ENTRYAGGREGATOR =
'or');
$search-LimitStatus(VALUE = 'open', OPERATOR = '=');
if ($search-Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $search-Next) {
# Ignore the ticket that opened this transation (the recovery one...)
next if $self-TicketObj-Id == $ticket-Id;
# Look for nagios PROBLEM warning messages...
if ( $ticket-Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
if ($2 eq $problem_desc){
# Aha! Found the Problem TICKET corresponding to this RECOVERY
# ticket
$id = $ticket-Id;
# Nagios may send more then one PROBLEM message, right?
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id .
into $id because of OA number match.);
$self-TicketObj-MergeInto($id);
# Keep looking for more PROBLEM tickets...
}
}
}
$id || return 1;
# Auto-close/resolve this whole thing
#$self-TicketObj-SetStatus( resolved );
1;
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[rt-users] RT and Procmail
Hi experts, Im testing Procmail filtering for RT based on http://wiki.bestpractical.com/view/SpamFiltering and previous request http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg10144.html The procmail is not currently working. I'm always getting The following recipient(s) could not be reached: i...@data1.domain.net on 2009-07-02 09:52 AM There was a SMTP communication problem with the recipient's email server. Please contact your system administrator. data1.domain.net #5.5.0 X-Unix; 69 I do not know, what I'm missing. Please help My /etc/aliases it: |/usr/bin/procmail -m QUEUE=it /etc/procmailrcs/it-deliver.rc my /etc/procmailrcs/it-deliver.rc PATH=/usr/local/bin:/bin:/usr/bin LOGFILE=/var/log/procmail.log VERBOSE=YES LOGABSTRACT=YES # Trash email with failure notice :0w * ^subject:.*failure notice /dev/null # Send it to RT queue :0w | /opt/rt3/bin/rt-mailgate --queue $QUEUE --action correspond --url http://data1.echoworx.net/rt/ ___ 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
Re: [rt-users] Requestor eMail
Thanks Kevin for the response, I checking procmail to filter before getting to mailgate however, procmail filters on a user level and uses user home directory for the configuration file. We did not create user for RT, we just forward using alias ie: #RT Mailgate user for production prod1: |/opt/rt3/bin/rt-mailgate --queue prod1 --action correspond --url http://srv1.domain.net/rt/; Any email to pr...@srv1.domain.net will go directly to RT Ticketing. The messages are stored on the RT DB. Any more suggestion on what filter system can be used ? Thanks! Roehl === Filter it before it gets to rt-mailgate, otherwise once you get to Scrips, the ticket has already been created. I believe someone else has already pointed you at the wiki for not autoreplying -keivn ___ 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
Re: [rt-users] help in creating Scrips
Thanks Raed. I changed it. However, tickets are still created when sent with the same subject. Below are the logs: Hope you can help me identify. Thanks! LOGS *1st email with Subject: ** PROBLEM alert - Echo PC02 Server/https-alt is CRITICAL **:* [Mon Jun 15 14:01:27 2009] [debug]: Converting 'ISO-8859-1' to 'utf-8' for text/plain - Subjectless message (/opt/rt3/lib/RT/I18N.pm:226) [Mon Jun 15 14:01:27 2009] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:396) [Mon Jun 15 14:01:27 2009] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:396) [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for transaction #37178 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for transaction #37179 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for transaction #37180 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for transaction #37181 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for transaction #37182 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:27 2009] [debug]: About to prepare scrips for transaction #37182 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) [Mon Jun 15 14:01:27 2009] [debug]: Found 4 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:356) [Mon Jun 15 14:01:27 2009] [debug]: About to commit scrips for transaction #37182 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169) [Mon Jun 15 14:01:27 2009] [info]: rt-3.4.5-19172-1245074487-524.2410-...@data1.echoworx.net #2410/37182 - Scrip 3 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) [Mon Jun 15 14:01:28 2009] [debug]: About to think about scrips for transaction #37183 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:28 2009] [info]: rt-3.4.5-19172-1245074487-524.2410-...@data1.echoworx.net sent To: rmp.dmd1...@gmail.com Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:297) [Mon Jun 15 14:01:28 2009] [info]: rt-3.4.5-19172-1245074487-1275.2410-1...@data1.echoworx.net #2410/37182 - Scrip 19 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) [Mon Jun 15 14:01:28 2009] [debug]: We found a part. we want to record it. (/opt/rt3/lib/RT/Action/SendEmail.pm:381) [Mon Jun 15 14:01:28 2009] [debug]: We found an attachment. we want to not record it. (/opt/rt3/lib/RT/Action/SendEmail.pm:378) [Mon Jun 15 14:01:28 2009] [debug]: Guessed encoding: utf8 (/opt/rt3/lib/RT/I18N.pm:396) [Mon Jun 15 14:01:28 2009] [debug]: Guessed encoding: utf8 (/opt/rt3/lib/RT/I18N.pm:396) [Mon Jun 15 14:01:28 2009] [debug]: About to think about scrips for transaction #37184 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:28 2009] [info]: rt-3.4.5-19172-1245074487-1275.2410-1...@data1.echoworx.net sent To: Cc: Bcc: penara...@echoworx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297) [Mon Jun 15 14:01:28 2009] [info]: Ticket 2410 created in queue 'IT' by rmp.dmd1...@gmail.com (/opt/rt3/lib/RT/Ticket_Overlay.pm:730) *2nd email with Subject: ** PROBLEM alert - Echo PC02 Server/https-alt is CRITICAL *** [Mon Jun 15 14:04:42 2009] [debug]: Converting 'ISO-8859-1' to 'utf-8' for text/plain - Subjectless message (/opt/rt3/lib/RT/I18N.pm:226) [Mon Jun 15 14:04:42 2009] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:396) [Mon Jun 15 14:04:42 2009] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:396) [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for transaction #37185 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for transaction #37186 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for transaction #37187 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for transaction #37188 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for transaction #37189 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:04:42 2009] [debug]: About to prepare scrips for transaction #37189 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) [Mon Jun 15 14:04:42 2009] [debug]: Found 4 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:356) [Mon Jun 15 14:04:43 2009] [debug]: About to commit scrips for transaction #37189 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169) [Mon Jun 15 14:04:43 2009] [info]: rt-3.4.5-19317-1245074683-948.2411-...@data1.echoworx.net #2411/37189 - Scrip 3 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) [Mon Jun 15 14:04:43 2009] [debug]: About to think about scrips for transaction #37190 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:04:43 2009] [info]: rt-3.4.5-19317-1245074683-948.2411-...@data1.echoworx.net sent To: rmp.dmd1...@gmail.com Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:297) [Mon Jun 15 14:04:43 2009] [info]:
Re: [rt-users] help in creating Scrips
Thanks Raed. Your help is very much appreciated. All is fine now. On Mon, Jun 15, 2009 at 10:27 AM, Raed El-Hames r...@vialtus.com wrote: I think you are misunderstanding what merge actually mean, or I am misunderstanding you, when you merging you are making 2 tickets into 1, so the scrip we did will create a ticket then merge it into your existing **Problem** ticket, so as per the logs below if you search for ticket 2410 it should give you the original Problem ticket with the new ticket embedded. Regards; Roy rmp dmd wrote: Thanks Raed. I changed it. However, tickets are still created when sent with the same subject. Below are the logs: Hope you can help me identify. Thanks! LOGS _1st email with Subject: ** PROBLEM alert - Echo PC02 Server/https-alt is CRITICAL **:_ [Mon Jun 15 14:01:27 2009] [debug]: Converting 'ISO-8859-1' to 'utf-8' for text/plain - Subjectless message (/opt/rt3/lib/RT/I18N.pm:226) [Mon Jun 15 14:01:27 2009] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:396) [Mon Jun 15 14:01:27 2009] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:396) [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for transaction #37178 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for transaction #37179 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for transaction #37180 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for transaction #37181 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for transaction #37182 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:27 2009] [debug]: About to prepare scrips for transaction #37182 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) [Mon Jun 15 14:01:27 2009] [debug]: Found 4 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:356) [Mon Jun 15 14:01:27 2009] [debug]: About to commit scrips for transaction #37182 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169) [Mon Jun 15 14:01:27 2009] [info]: rt-3.4.5-19172-1245074487-524.2410-...@data1.echoworx.net mailto: rt-3.4.5-19172-1245074487-524.2410-...@data1.echoworx.net #2410/37182 - Scrip 3 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) [Mon Jun 15 14:01:28 2009] [debug]: About to think about scrips for transaction #37183 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:28 2009] [info]: rt-3.4.5-19172-1245074487-524.2410-...@data1.echoworx.net mailto: rt-3.4.5-19172-1245074487-524.2410-...@data1.echoworx.net sent To: rmp.dmd1...@gmail.com mailto:rmp.dmd1...@gmail.com Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:297) [Mon Jun 15 14:01:28 2009] [info]: rt-3.4.5-19172-1245074487-1275.2410-1...@data1.echoworx.net mailto: rt-3.4.5-19172-1245074487-1275.2410-1...@data1.echoworx.net #2410/37182 - Scrip 19 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) [Mon Jun 15 14:01:28 2009] [debug]: We found a part. we want to record it. (/opt/rt3/lib/RT/Action/SendEmail.pm:381) [Mon Jun 15 14:01:28 2009] [debug]: We found an attachment. we want to not record it. (/opt/rt3/lib/RT/Action/SendEmail.pm:378) [Mon Jun 15 14:01:28 2009] [debug]: Guessed encoding: utf8 (/opt/rt3/lib/RT/I18N.pm:396) [Mon Jun 15 14:01:28 2009] [debug]: Guessed encoding: utf8 (/opt/rt3/lib/RT/I18N.pm:396) [Mon Jun 15 14:01:28 2009] [debug]: About to think about scrips for transaction #37184 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:28 2009] [info]: rt-3.4.5-19172-1245074487-1275.2410-1...@data1.echoworx.net mailto: rt-3.4.5-19172-1245074487-1275.2410-1...@data1.echoworx.net sent To: Cc: Bcc: penara...@echoworx.com mailto:penara...@echoworx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297) [Mon Jun 15 14:01:28 2009] [info]: Ticket 2410 created in queue 'IT' by rmp.dmd1...@gmail.com mailto:rmp.dmd1...@gmail.com (/opt/rt3/lib/RT/Ticket_Overlay.pm:730) _2nd email with Subject: ** PROBLEM alert - Echo PC02 Server/https-alt is CRITICAL **_ [Mon Jun 15 14:04:42 2009] [debug]: Converting 'ISO-8859-1' to 'utf-8' for text/plain - Subjectless message (/opt/rt3/lib/RT/I18N.pm:226) [Mon Jun 15 14:04:42 2009] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:396) [Mon Jun 15 14:04:42 2009] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:396) [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for transaction #37185 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for transaction #37186 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for transaction #37187 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for transaction #37188 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156
[rt-users] Requestor eMail
Hi Experts, Is there a way to ignore (do not create ticket, do not send auto-reply) request from mailer_dae...@domain.com? Thanks! Roehl ___ 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] Requestor is us...@domain1.com
Hi Experts, On Create, on comment on Resolv, a notification is sent to the requestor. If I my requestor is us...@domain1.com, how can I set it to do not send notification. Thanks! Roehl ___ 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
Re: [rt-users] help in creating Scrips
I changed this
$TicketsObj-LimitStatus(VALUE = 'new');
$TicketsObj-LimitStatus(VALUE = 'open');
to:
$TicketsObj-LimitCustomField(CUSTOMFIELD = 'OAReqNum', OPERATOR = '=',
VALUE = $oa);
but I'm getting error
Jun 11 22:13:13 data1 RT: Query error in ( 'CF.' = 'alert' ) AND (
'Queue' = 'IT' ) : Unknown field: CF. at
/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm line 308. Stack:
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:308]
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:482]
[/opt/rt3/lib/RT/Tickets_Overlay.pm:2641]
[/opt/rt3/lib/RT/Tickets_Overlay.pm:2314] [(eval 4308):24]
[/opt/rt3/lib/RT/ScripAction_Overlay.pm:241]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:507]
[/opt/rt3/lib/RT/Scrips_Overlay.pm:192]
[/opt/rt3/lib/RT/Transaction_Overlay.pm:170]
[/opt/rt3/lib/RT/Record.pm:1438] [/opt/rt3/lib/RT/Ticket_Overlay.pm:720]
[/opt/rt3/lib/RT/Interface/Email.pm:765]
[/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58]
(/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:484)
'm guessing, this is because I do not a CustomField. I attached our RT
interface. Anybody kindly help, identify the problem.
My RT interface shows some of this information:
#2345: Re: ** PROBLEM alert - Echo PC02/check_usa is CRITICAL **
*Ticket metadata*
The Basics:
Id: 2345
Status: new
Left: 0 min
Priority: 60/0
Queue: IT
Custom Fields:
Machine Name: No Value
Customer: No Value
People:
Owner: Nobody
Requestors: rmp.dmd1...@gmail.com
Thanks!
Roehl
On Thu, Jun 11, 2009 at 3:44 PM, rmp dmd rmp.dmd1...@gmail.com wrote:
Thank you very much Raed.
This problem explains while I merging the newly created tickets to a
ticket with status 'new' on the top of the list.
I need to merge new ticket to an existing ticket with subject matching **
PROBLEM - any words - CRITICAL ** .
1st request, this is a match: #2316: ** PROBLEM alert - Echo
PC02/check_usa is CRITICAL **
2nd request, this is a match: #2317: ** PROBLEM alert - Echo
PC02/check_usa is CRITICAL **
The existing ticket has an ID: 2312 with Subject: ** PROBLEM alert - Echo
PC02/check_usa is CRITICAL **
I will merge ticket 2316 and 2317 with 2312.
Somehow this merge to a ticket DRP with ID 720. This is ticket is on the
top of IT queue list
223 Centralize Sever login open IT
668 test on Saturn open IT
720 DRP new IT
745 Backup - all corporate open IT
873 Image Ken Gen open IT
1135 DSS-3 tapes new IT
Below is the script. I hope somebody can help.
Thanks!
Roehl
my $oa = undef;
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
$oa = $1;
#$RT::Logger-debug(Found oa: $oa);
}
else { return 1; }
my $TicketsObj = RT::Tickets-new($RT::SystemUser);
$TicketsObj-LimitQueue(VALUE = 'IT');
$TicketsObj-LimitStatus(VALUE = 'new');
$TicketsObj-LimitStatus(VALUE = 'open');
if ($TicketsObj-Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj-Next) {
next if $self-TicketObj-Id == $ticket-Id;
$id = $ticket-Id;
last;
}
$id || return 1;
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id . into $id
because of OA number match.);
$self-TicketObj-MergeInto($id);
1;
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Re: [rt-users] help in creating Scrips
I just want to merge new tickets with existing tickets with matching subject
line.
I have been provided with the script below. But getting errors on this line
cause the Custom field is not present.
error $TicketsObj-LimitCustomField(CUSTOMFIELD = 'OAReqNum', OPERATOR =
'=', VALUE = $oa);
I need to get the ID of the existing ticket and merge the new ticket with
this ID.
The scrip also has $RT::Logger-debug but I can not see anything on
/opt/rt3/var/log/rt.log. I only see errors on /var/log/messages
I already add on /opt/rt3/etc/RT_SiteConfig.pm
Set($LogToFileNamed , rt.log);
Set($LogToFile , 'debug');
and set permissions for the file:
touch /opt/rt3/var/log/rt.log
chown apache:apache /opt/rt3/var/log/rt.log
Viewing the debug logs will surely help.
Thanks for all the help
Roehl
# from http://archives.free.net.ph/message/20040319.180325.27528377.en.html
#
# If the subject of the ticket matches a pattern suggesting
# that an OA request number is in the subject AND there is
# an existing ticket is the OAReq queue with a matching
# status field, (that is not this ticket)
# merge this ticket into that ticket
my $oa = undef;
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
$oa = $1;
$RT::Logger-debug(Found oa: $oa);
}
else { return 1; }
my $TicketsObj = RT::Tickets-new($RT::SystemUser);
$TicketsObj-LimitQueue(VALUE = 'IT');
$TicketsObj-LimitCustomField(CUSTOMFIELD = 'OAReqNum', OPERATOR = '=',
VALUE = $oa);
if ($TicketsObj-Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj-Next) {
next if $self-TicketObj-Id == $ticket-Id;
$id = $ticket-Id;
last;
}
$id || return 1;
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id . into $id
because of OA number match.);
$self-TicketObj-MergeInto($id);
1;
On Fri, Jun 12, 2009 at 9:33 AM, Raed El-Hames r...@vialtus.com wrote:
You answered you are own question , yes you are getting the error because
you do not have the custom field
Create the custom field and apply it to all queues (unless the scrip below
is not a global scrip -- but I doubt that--)
Can you explain what you are trying to do, maybe we can help you, I am not
sure you need to search on custom fields (considering they don't exist to
begin with)
Roy
rmp dmd wrote:
I changed this
$TicketsObj-LimitStatus(VALUE = 'new');
$TicketsObj-LimitStatus(VALUE = 'open');
to:
$TicketsObj-LimitCustomField(CUSTOMFIELD = 'OAReqNum', OPERATOR
= '=', VALUE = $oa);
but I'm getting error
Jun 11 22:13:13 data1 RT: Query error in ( 'CF.' = 'alert' )
AND ( 'Queue' = 'IT' ) : Unknown field: CF. at
/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm line 308. Stack:
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:308]
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:482]
[/opt/rt3/lib/RT/Tickets_Overlay.pm:2641]
[/opt/rt3/lib/RT/Tickets_Overlay.pm:2314] [(eval 4308):24]
[/opt/rt3/lib/RT/ScripAction_Overlay.pm:241]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:507]
[/opt/rt3/lib/RT/Scrips_Overlay.pm:192]
[/opt/rt3/lib/RT/Transaction_Overlay.pm:170]
[/opt/rt3/lib/RT/Record.pm:1438]
[/opt/rt3/lib/RT/Ticket_Overlay.pm:720]
[/opt/rt3/lib/RT/Interface/Email.pm:765]
[/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58]
(/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:484)
'm guessing, this is because I do not a CustomField. I attached
our RT interface. Anybody kindly help, identify the problem.
My RT interface shows some of this information:
#2345: Re: ** PROBLEM alert - Echo PC02/check_usa is CRITICAL **
*Ticket metadata*
The Basics:
Id: 2345
Status: new
Left: 0 min
Priority: 60/0
Queue: IT
Custom Fields:
Machine Name: No Value
Customer: No Value
People:
Owner: Nobody
Requestors: rmp.dmd1...@gmail.com mailto:rmp.dmd1...@gmail.com
Thanks!
Roehl
On Thu, Jun 11, 2009 at 3:44 PM, rmp dmd rmp.dmd1...@gmail.com
mailto:rmp.dmd1...@gmail.com wrote:
Thank you very much Raed.
This problem explains while I merging the newly created
tickets to a ticket with status 'new' on the top of the list.
I need to merge new ticket to an existing ticket with
subject
matching ** PROBLEM - any words - CRITICAL ** .
1st request, this is a match: #2316: ** PROBLEM alert -
Echo
PC02/check_usa is CRITICAL **
2nd request, this is a match: #2317: ** PROBLEM alert - Echo
PC02/check_usa is CRITICAL **The existing ticket
has an ID: 2312 with Subject: ** PROBLEM
alert - Echo PC02/check_usa is CRITICAL **I will
merge ticket 2316 and 2317 with 2312.
Somehow this merge to a ticket DRP with ID 720. This is
ticket is on the top of IT queue list
223 Centralize Sever login open
Re: [rt-users] help in creating Scrips
Thanks Raed.
I tried you're script but am getting error.
Jun 12 13:09:54 data1 RT: Scrip 26 Commit failed: Can't locate object method
TicketsObj via package RT::Action::UserDefined at (eval 4184) line 1.
Stack: [(eval 4184):1] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:241]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:507]
[/opt/rt3/lib/RT/Scrips_Overlay.pm:192]
[/opt/rt3/lib/RT/Transaction_Overlay.pm:170]
[/opt/rt3/lib/RT/Record.pm:1438] [/opt/rt3/lib/RT/Ticket_Overlay.pm:720]
[/opt/rt3/lib/RT/Interface/Email.pm:765]
[/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58]
(/opt/rt3/lib/RT/Action/UserDefined.pm:81)
there are also errors that are related to syntax (ie missing ; , Ticketobj
instead of ticketsobj).
This is the scrip that I'm running.
Thanks!
scrip:
return undef unless ($self-TicketsObj-Subject =~ / \*\* PROBLEM (\w+) -
(.*) (\w+) \*\*/ ) ;
my $subject = $self-TicketsObj-Subject();
my $TicketsObj = RT::Tickets-new($RT::SystemUser);
$TicketsObj-LimitQueue(VALUE = 'IT');
$TicketsObj-Limit(FIELD = 'Subject' ,VALUE = $subject , OPERATOR =
'LIKE' ); #This tries to match on the whole subject line
if ($TicketsObj-Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj-Next) {
next if $self-TicketsObj-Id == $ticket-Id;
$id = $ticket-Id;
last;
}
$id || return 1;
$RT::Logger-debug(Merging ticket . $self-TicketsObj-Id . into $id
because of OA number match.);
$self-TicketsObj-MergeInto($id);
1;
On Fri, Jun 12, 2009 at 10:31 AM, Raed El-Hames r...@vialtus.com wrote:
1- Your error log:
- If you have not a directory /var/log/rt3 , create it and create the file
rt.log by touch
touch /var/log/rt3/rt.log
then make sure its owned by the user:group running the web server (apache
or whatever)
-if you have not already make sure you have the below line in RT_SiteConfig
Set($LogDir, '/var/log/rt3');
Then restart httpd
2- Your scrip
Why do you need the CF still does n't make since to me?
In any case for if subject match then merge you can do : Global/Scrips/New
scrip
Condition: On Create (# so we trigger this when a ticket is created)
Action: User defined
Template: Blank
in Custom action preparation code put:
return 1;
in
Custom action cleanup code:
return undef unless ($self-TicketObj-Subject =~ / \*\* PROBLEM (\w+) -
(.*) (\w+) \*\*/ ) ;
my $subject = $self-TicketObj-Subject()
my $TicketsObj = RT::Tickets-new($RT::SystemUser);
$TicketsObj-LimitQueue(VALUE = 'IT');
$TicketsObj-Limit(FIELD = 'Subject' ,VALUE = $subject , OPERATOR =
'LIKE' ); #This tries to match on the whole subject line
if ($TicketsObj-Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj-Next) {
next if $self-TicketObj-Id == $ticket-Id;
$id = $ticket-Id;
last;
}
$id || return 1;
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id . into $id
because of OA number match.);
$self-TicketObj-MergeInto($id);
1;
Regards;
Roy
rmp dmd wrote:
I just want to merge new tickets with existing tickets with matching
subject line.
I have been provided with the script below. But getting errors on this
line cause the Custom field is not present.
error $TicketsObj-LimitCustomField(CUSTOMFIELD = 'OAReqNum', OPERATOR
= '=', VALUE = $oa);
I need to get the ID of the existing ticket and merge the new ticket with
this ID.
The scrip also has $RT::Logger-debug but I can not see anything on
/opt/rt3/var/log/rt.log. I only see errors on /var/log/messages
I already add on /opt/rt3/etc/RT_SiteConfig.pm
Set($LogToFileNamed , rt.log);
Set($LogToFile , 'debug');
and set permissions for the file:
touch /opt/rt3/var/log/rt.log
chown apache:apache /opt/rt3/var/log/rt.log
Viewing the debug logs will surely help.
Thanks for all the help
Roehl
# from
http://archives.free.net.ph/message/20040319.180325.27528377.en.html
#
# If the subject of the ticket matches a pattern suggesting
# that an OA request number is in the subject AND there is
# an existing ticket is the OAReq queue with a matching
# status field, (that is not this ticket)
# merge this ticket into that ticket
my $oa = undef;
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
$oa = $1;
$RT::Logger-debug(Found oa: $oa);
}
else { return 1; }
my $TicketsObj = RT::Tickets-new($RT::SystemUser);
$TicketsObj-LimitQueue(VALUE = 'IT');
$TicketsObj-LimitCustomField(CUSTOMFIELD = 'OAReqNum', OPERATOR = '=',
VALUE = $oa);
if ($TicketsObj-Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj-Next) {
next if $self-TicketObj-Id == $ticket-Id;
$id = $ticket-Id;
last;
}
$id || return 1;
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id . into $id
because of OA number match.);
$self-TicketObj-MergeInto($id);
1;
On Fri, Jun 12, 2009 at 9:33 AM, Raed El-Hames r...@vialtus.commailto:
r...@vialtus.com wrote:
You answered you
[rt-users] Another RT feature
RT experts, Is it possible to resolve a ticket without sending resolve notification to requestor? Thanks! Roehl ___ 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
Re: [rt-users] Another RT feature
Thanks chaim. Good idea. On Fri, Jun 12, 2009 at 4:10 PM, Chaim Rieger chaim.rie...@gmail.comwrote: Yes Change the resolve scrip Sent via BlackBerry from T-Mobile -Original Message- From: rmp dmd rmp.dmd1...@gmail.com Date: Fri, 12 Jun 2009 16:09:12 To: rt-users@lists.bestpractical.com Subject: [rt-users] Another RT feature ___ 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
[rt-users] Ignore Email Request
Experts, Is there a way for RT to ignore email request based on subject. ie Request subject: failure notice Request subject: RECOVERY I do not want ticket to be created. nor merge tickets if there's an existing one. I believe scrips will not help but if there'a config file on RT that can do this. Some mentioned using the MTA or mail-gateway but I do not have any idea on how to implement it. Thanks in advanced! ___ 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
Re: [rt-users] help in creating Scrips
Thank you very Matthew for that concise response. Appreciate it!
Follow-up though or anyone who understand scrips, kindly help.
Please teach me what is OPERATOR = '=', ENTRYAGGREGATOR,
OPERATOR value is expecting from status.
This is the line from the scrip:
$search-LimitStatus(VALUE = 'new', OPERATOR = '=', ENTRYAGGREGATOR =
'or');
$search-LimitStatus(VALUE = 'open', OPERATOR = '=');
The entire script is below.
Thank you very much!
Roehl
# If the subject of the ticket matches a pattern suggesting
# that this is a Nagios RECOVERY message AND there is
# an existing ticket (open or new) in the General queue with a matching
# problem description, (that is not this ticket)
# merge this ticket into that ticket
#
# Based on http://marc.free.net.ph/message/20040319.180325.27528377.en.html
my $problem_desc = undef;
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
if ($subject =~ /\*\* RECOVERY (\w+) - (.*) OK \*\*/) {
# This looks like a nagios recovery message
$problem_desc = $2;
$RT::Logger-debug(Found a recovery msg: $problem_desc);
} else {
return 1;
}
# Ok, now let's merge this ticket with it's PROBLEM msg.
my $search = RT::Tickets-new($RT::SystemUser);
$search-LimitQueue(VALUE = 'General');
$search-LimitStatus(VALUE = 'new', OPERATOR = '=', ENTRYAGGREGATOR = 'or');
$search-LimitStatus(VALUE = 'open', OPERATOR = '=');
if ($search-Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $search-Next) {
# Ignore the ticket that opened this transation (the recovery one...)
next if $self-TicketObj-Id == $ticket-Id;
# Look for nagios PROBLEM warning messages...
if ( $ticket-Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
if ($2 eq $problem_desc){
# Aha! Found the Problem TICKET corresponding to this RECOVERY
# ticket
$id = $ticket-Id;
# Nagios may send more then one PROBLEM message, right?
$RT::Logger-debug(Merging ticket .
$self-TicketObj-Id . into $id because of OA number match.);
$self-TicketObj-MergeInto($id);
# Keep looking for more PROBLEM tickets...
}
}
}
$id || return 1;
# Auto-close/resolve this whole thing
$self-TicketObj-SetStatus( resolved );
1;
On Thu, Jun 11, 2009 at 3:37 AM, Matthew Seaman
matthew.sea...@thebunker.net wrote:
rmp dmd wrote:
Thank you very much Drew. Your link definitely is a big help.
The syntax are quite different with the programming applications that I
am
familiar (very few though). It's very hard modifying it for our specific
use. Is there a guide about this?
These are perl regular expressions. See
http://perldoc.perl.org/perlre.html for details, but the following
means...
For starters, someone kindly teach me the meaning of \w+) - (.*) (\w+) on
Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ )
/ -- start of matching operator
\*\*-- match two * characters literally. Without
the \ escape, * is an operator that means
'zero or more times'
PROBLEM -- match literal text
( -- start of capture group
\w+ -- one or more 'word' characters
) -- close capture group
- -- match literal text
(.*) -- capture group of zero or
more of any sequence of
characters. '.' is the
wildcard character
-- match literal ' ' char
(\w+) -- capture group of one
or more word chars.
-- another space
\*\* -- two more stars
/ -- end of match
expression
Note that all the white space in the expression also has to match
literally. In summary this captures 3 strings out of the matched
text: the first word after '** PROBLEM ', Everything in the middle
and then the last word at the end before ' **'.
and *(\d\d\d\d\d\d?) on
$subject =~ /\D*(\d\d\d\d\d\d?)\D*/)
\D is a non-digit character. \d is a digit, so this matches any
number of non-digit characters \D*, then it captures 5 digits
\d\d\d\d\d and possibly also a 6th digit \d? (? is an operator
meaning 0 or 1 times) followed by any number of non-digit characters
\D* again. You could write the capture expression bit as (\d{5,6})
meaning 'from 5 to 6 digits'
Cheers,
Matthew
--
Dr Matthew Seaman
Re: [rt-users] help in creating Scrips
Thank you very much Raed.
This problem explains while I merging the newly created tickets to a ticket
with status 'new' on the top of the list.
I need to merge new ticket to an existing ticket with subject matching **
PROBLEM - any words - CRITICAL ** .
1st request, this is a match: #2316: ** PROBLEM alert - Echo PC02/check_usa
is CRITICAL **
2nd request, this is a match: #2317: ** PROBLEM alert - Echo PC02/check_usa
is CRITICAL **
The existing ticket has an ID: 2312 with Subject: ** PROBLEM alert - Echo
PC02/check_usa is CRITICAL **
I will merge ticket 2316 and 2317 with 2312.
Somehow this merge to a ticket DRP with ID 720. This is ticket is on the
top of IT queue list
223 Centralize Sever login open IT
668 test on Saturn open IT
720 DRP new IT
745 Backup - all corporate open IT
873 Image Ken Gen open IT
1135 DSS-3 tapes new IT
Below is the script. I hope somebody can help.
Thanks!
Roehl
my $oa = undef;
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
$oa = $1;
#$RT::Logger-debug(Found oa: $oa);
}
else { return 1; }
my $TicketsObj = RT::Tickets-new($RT::SystemUser);
$TicketsObj-LimitQueue(VALUE = 'IT');
$TicketsObj-LimitStatus(VALUE = 'new');
$TicketsObj-LimitStatus(VALUE = 'open');
if ($TicketsObj-Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj-Next) {
next if $self-TicketObj-Id == $ticket-Id;
$id = $ticket-Id;
last;
}
$id || return 1;
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id . into $id
because of OA number match.);
$self-TicketObj-MergeInto($id);
1;
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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] ticket creation based on subject
Hi, I'm sending a lot of questions and been getting substantial and concise responses. This mailing lists is the best on all the mailing list. members provided the answer accurately and extensively. Thanks very much guys! Anyway, I have another question. Is there a way or an exisiting scrip to filter subject with ** RECOVERY and alert and OK ** , then do not create a ticket but just send email to AdminCC. Yes, the request email is coming from Nagios alerts. Thanks for the great help! Roehl ___ 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
Re: [rt-users] ticket creation based on subject
Thank you very much jeremy. It is a big help. someone kindly show me the syntax for: - ignoring the request (basically do nothing) - send or forward the message to AdminCC thanks! On Thu, Jun 11, 2009 at 5:51 PM, Jeremy Winder jwin...@logicalsi.comwrote: I have also found this mailing list extremely helpful, and finally someone asked a question I can help with. On the wiki there is a scrip,http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages , that will merge the Problem and Recovery notices then automatically close the ticket. If you don't want the ticket to be automatically closed, you can replace the second to last line, $self-TicketObj-SetStatus( resolved ); with the action you do want to happen. Hope this helps, Jeremy On Thu, 2009-06-11 at 16:59 -0400, rmp dmd wrote: Hi, I'm sending a lot of questions and been getting substantial and concise responses. This mailing lists is the best on all the mailing list. members provided the answer accurately and extensively. Thanks very much guys! Anyway, I have another question. Is there a way or an exisiting scrip to filter subject with ** RECOVERY and alert and OK ** , then do not create a ticket but just send email to AdminCC. Yes, the request email is coming from Nagios alerts. Thanks for the great help! Roehl ___ 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
Re: [rt-users] help in creating Scrips
Thank you very much Drew. Your link definitely is a big help. The syntax are quite different with the programming applications that I am familiar (very few though). It's very hard modifying it for our specific use. Is there a guide about this? For starters, someone kindly teach me the meaning of \w+) - (.*) (\w+) on Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) and *(\d\d\d\d\d\d?) on $subject =~ /\D*(\d\d\d\d\d\d?)\D*/) Thank you very much! ___ 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] help in creating Scrips
Hi, I would like to create a scrip which reject tickets with Resolve on the subject of the email request. We have set-up nagios alerts that send email to RT for creation of tickets. We do not want tickets to be created when nagios send a RESOLVE alert. Kind novice on scrip. thanks for the help! ___ 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] Filter Alerts
hi, We are sending alerts from our monitoring to RT so that it will create a ticket for us. There's one alert that we do not want ticket to be created. Is there a way to filter this alert? thanks! ___ 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] update an existing ticket coming from specific requestor
Hi, Is there a way to just update an existing ticket instead of creating one with request coming from: - specific requestor - specific characters on Subject: (for the request Thanks! ___ 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
Re: [rt-users] Issues on RT 3.8.1
Hi,
still need help. The install of DBD:mysql just hang on
t/75supported_sql...ok
t/76multi_statement.ok 1/24
any ideas.
Thanks!
Roehl
On Thu, Sep 11, 2008 at 10:45 AM, rmp dmd [EMAIL PROTECTED] wrote:
Thanks for the help.
I did create a testdb and grant ALL privileges to user. Run the make but
still stock on
t/55utf8ok
t/60leaks...skipped
all skipped: Skip $ENV{SLOW_TESTS} is not set
t/65types...ok
t/70takeimp.skipped
all skipped: This test is disabled
t/71impdata.skipped
all skipped: This test is disabled
t/75supported_sql...ok
t/76multi_statement.ok 1/24
It has been a while and still stock. I don't know if it's progressing or
not.
Thanks!
Roehl
On Thu, Sep 11, 2008 at 9:40 AM, Curtis Bruneau [EMAIL PROTECTED] wrote:
Basically you need to make a database called 'test' which is somewhat
standard for mysql installations, these scripts will run a series of tests
like creating tables and trying different kinds of queries, it wouldn't be a
good idea to try it on a production database. Make sure the user has rights
to the database.
Curtis
rmp dmd wrote:
Hi,
Just want to follow-up on this.
when I run
#perl Makefile.PL --testuser=root --testpassword=
#make
#make test
its getting error all skipped: ERROR: Unknown database 'test' Can't
continue test
t/20createdrop..skipped
when I run
#perl Makefile.PL --testuser=root --testpassword= --testdb=rt3
#make
#make test
it will just stay on t/75supported_sql...ok
t/76multi_statement.ok 1/24
I waited for couple of hours but nothing is hapeening. I also tried
changing the testdb to other databases.
Please help on how to proceed.
Thanks!
Roehl
On Fri, Aug 29, 2008 at 3:22 PM, rmp dmd [EMAIL PROTECTED]mailto:
[EMAIL PROTECTED] wrote:
Thank you very much.
Does this process take times?
I run
#perl Makefile.PL --testuser=root --testpassword= --testdb=rt3
#make
#make test
and its been on
t/75supported_sql...ok
t/76multi_statement.ok 1/24
for quite a while
- Roehl
On Fri, Aug 29, 2008 at 2:50 PM, Ruslan Zakirov
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote:
On Fri, Aug 29, 2008 at 10:46 PM, rmp dmd
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote:
It seems that it creating new
~/.cpan/build/DBD-mysql-version everytime
install DBD::mysql is run. The changes on Makefile.PL is
overwritten.
Any other way?
cd ~/.cpan/build/DBD-mysql-version
perl Makefile.PL ...
make
make test
make install
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Re: [rt-users] Issues on RT 3.8.1
Thanks for the help.
I did create a testdb and grant ALL privileges to user. Run the make but
still stock on
t/55utf8ok
t/60leaks...skipped
all skipped: Skip $ENV{SLOW_TESTS} is not set
t/65types...ok
t/70takeimp.skipped
all skipped: This test is disabled
t/71impdata.skipped
all skipped: This test is disabled
t/75supported_sql...ok
t/76multi_statement.ok 1/24
It has been a while and still stock. I don't know if it's progressing or
not.
Thanks!
Roehl
On Thu, Sep 11, 2008 at 9:40 AM, Curtis Bruneau [EMAIL PROTECTED] wrote:
Basically you need to make a database called 'test' which is somewhat
standard for mysql installations, these scripts will run a series of tests
like creating tables and trying different kinds of queries, it wouldn't be a
good idea to try it on a production database. Make sure the user has rights
to the database.
Curtis
rmp dmd wrote:
Hi,
Just want to follow-up on this.
when I run
#perl Makefile.PL --testuser=root --testpassword=
#make
#make test
its getting error all skipped: ERROR: Unknown database 'test' Can't
continue test
t/20createdrop..skipped
when I run
#perl Makefile.PL --testuser=root --testpassword= --testdb=rt3
#make
#make test
it will just stay on t/75supported_sql...ok
t/76multi_statement.ok 1/24
I waited for couple of hours but nothing is hapeening. I also tried
changing the testdb to other databases.
Please help on how to proceed.
Thanks!
Roehl
On Fri, Aug 29, 2008 at 3:22 PM, rmp dmd [EMAIL PROTECTED]mailto:
[EMAIL PROTECTED] wrote:
Thank you very much.
Does this process take times?
I run
#perl Makefile.PL --testuser=root --testpassword= --testdb=rt3
#make
#make test
and its been on
t/75supported_sql...ok
t/76multi_statement.ok 1/24
for quite a while
- Roehl
On Fri, Aug 29, 2008 at 2:50 PM, Ruslan Zakirov
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote:
On Fri, Aug 29, 2008 at 10:46 PM, rmp dmd
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote:
It seems that it creating new
~/.cpan/build/DBD-mysql-version everytime
install DBD::mysql is run. The changes on Makefile.PL is
overwritten.
Any other way?
cd ~/.cpan/build/DBD-mysql-version
perl Makefile.PL ...
make
make test
make install
On Thu, Aug 28, 2008 at 11:56 AM, David Svejda
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED]
wrote:
rmp dmd wrote:
Hi,
Im getting errors when I run 'install DBD::mysql'. Is
there a way to
put password when runinng 'install DBD::mysql'.
Basically put this mysql -uroot -p
t/10connect.skipped all skipped: ERROR:
Access denied
for user 'root'@'localhost' mailto:'root'@'localhost'
(using password:
NO) Can't continue test
t/20createdrop..skipped all skipped:
ERROR: Access denied for user 'root'@'localhost'
mailto:'root'@'localhost' (using password: NO). Can't
continue test
Thanks!
Make some changes in your Makefile. Look into the
Makefile.PL and find
--testuser, you'll see the other options.
Go to your cpan directory (typically
~/.cpan/build/DBD-mysql-version
etc./ and run:
perl Makefile.PL --testuser=username --testpassword=pwd
then try to install it again.
David
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http://wiki.bestpractical.com/
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mailto:[EMAIL PROTECTED]
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O'Reilly Media.
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http://rtbook.bestpractical.com/
--
Best regards, Ruslan.
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Commercial support: [EMAIL PROTECTED]
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Community help: http
Re: [rt-users] Issues on RT 3.8.1
Hi, Just want to follow-up on this. when I run #perl Makefile.PL --testuser=root --testpassword= #make #make test its getting error all skipped: ERROR: Unknown database 'test' Can't continue test t/20createdrop..skipped when I run #perl Makefile.PL --testuser=root --testpassword= --testdb=rt3 #make #make test it will just stay on t/75supported_sql...ok t/76multi_statement.ok 1/24 I waited for couple of hours but nothing is hapeening. I also tried changing the testdb to other databases. Please help on how to proceed. Thanks! Roehl On Fri, Aug 29, 2008 at 3:22 PM, rmp dmd [EMAIL PROTECTED] wrote: Thank you very much. Does this process take times? I run #perl Makefile.PL --testuser=root --testpassword= --testdb=rt3 #make #make test and its been on t/75supported_sql...ok t/76multi_statement.ok 1/24 for quite a while - Roehl On Fri, Aug 29, 2008 at 2:50 PM, Ruslan Zakirov [EMAIL PROTECTED]wrote: On Fri, Aug 29, 2008 at 10:46 PM, rmp dmd [EMAIL PROTECTED] wrote: It seems that it creating new ~/.cpan/build/DBD-mysql-version everytime install DBD::mysql is run. The changes on Makefile.PL is overwritten. Any other way? cd ~/.cpan/build/DBD-mysql-version perl Makefile.PL ... make make test make install On Thu, Aug 28, 2008 at 11:56 AM, David Svejda [EMAIL PROTECTED] wrote: rmp dmd wrote: Hi, Im getting errors when I run 'install DBD::mysql'. Is there a way to put password when runinng 'install DBD::mysql'. Basically put this mysql -uroot -p t/10connect.skipped all skipped: ERROR: Access denied for user 'root'@'localhost' mailto:'root'@'localhost' (using password: NO) Can't continue test t/20createdrop..skipped all skipped: ERROR: Access denied for user 'root'@'localhost' mailto:'root'@'localhost' (using password: NO). Can't continue test Thanks! Make some changes in your Makefile. Look into the Makefile.PL and find --testuser, you'll see the other options. Go to your cpan directory (typically ~/.cpan/build/DBD-mysql-version etc./ and run: perl Makefile.PL --testuser=username --testpassword=pwd then try to install it again. David ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ 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] Issues on RT 3.8.1
It seems that it creating new ~/.cpan/build/DBD-mysql-version everytime install DBD::mysql is run. The changes on Makefile.PL is overwritten. Any other way? On Thu, Aug 28, 2008 at 11:56 AM, David Svejda [EMAIL PROTECTED]wrote: rmp dmd wrote: Hi, Im getting errors when I run 'install DBD::mysql'. Is there a way to put password when runinng 'install DBD::mysql'. Basically put this mysql -uroot -p t/10connect.skipped all skipped: ERROR: Access denied for user 'root'@'localhost' mailto:'root'@'localhost' (using password: NO) Can't continue test t/20createdrop..skipped all skipped: ERROR: Access denied for user 'root'@'localhost' mailto:'root'@'localhost' (using password: NO). Can't continue test Thanks! Make some changes in your Makefile. Look into the Makefile.PL and find --testuser, you'll see the other options. Go to your cpan directory (typically ~/.cpan/build/DBD-mysql-version etc./ and run: perl Makefile.PL --testuser=username --testpassword=pwd then try to install it again. David ___ 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] Issues on RT 3.8.1
Thank you very much. Does this process take times? I run #perl Makefile.PL --testuser=root --testpassword= --testdb=rt3 #make #make test and its been on t/75supported_sql...ok t/76multi_statement.ok 1/24 for quite a while - Roehl On Fri, Aug 29, 2008 at 2:50 PM, Ruslan Zakirov [EMAIL PROTECTED]wrote: On Fri, Aug 29, 2008 at 10:46 PM, rmp dmd [EMAIL PROTECTED] wrote: It seems that it creating new ~/.cpan/build/DBD-mysql-version everytime install DBD::mysql is run. The changes on Makefile.PL is overwritten. Any other way? cd ~/.cpan/build/DBD-mysql-version perl Makefile.PL ... make make test make install On Thu, Aug 28, 2008 at 11:56 AM, David Svejda [EMAIL PROTECTED] wrote: rmp dmd wrote: Hi, Im getting errors when I run 'install DBD::mysql'. Is there a way to put password when runinng 'install DBD::mysql'. Basically put this mysql -uroot -p t/10connect.skipped all skipped: ERROR: Access denied for user 'root'@'localhost' mailto:'root'@'localhost' (using password: NO) Can't continue test t/20createdrop..skipped all skipped: ERROR: Access denied for user 'root'@'localhost' mailto:'root'@'localhost' (using password: NO). Can't continue test Thanks! Make some changes in your Makefile. Look into the Makefile.PL and find --testuser, you'll see the other options. Go to your cpan directory (typically ~/.cpan/build/DBD-mysql-version etc./ and run: perl Makefile.PL --testuser=username --testpassword=pwd then try to install it again. David ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ 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] Issues on RT 3.8.1
Hi, Im getting errors when I run 'install DBD::mysql'. Is there a way to put password when runinng 'install DBD::mysql'. Basically put this mysql -uroot -p t/10connect.skipped all skipped: ERROR: Access denied for user 'root'@'localhost' (using password: NO) Can't continue test t/20createdrop..skipped all skipped: ERROR: Access denied for user 'root'@'localhost' (using password: NO). Can't continue test Thanks! On Wed, Aug 27, 2008 at 3:47 PM, Ruslan Zakirov [EMAIL PROTECTED]wrote: yep, but it's 'install DBD::mysql' On Wed, Aug 27, 2008 at 10:51 PM, David Svejda [EMAIL PROTECTED] wrote: rmp dmd wrote: Thanks for the help David. Apologies for my simple questions as I do not have any knowledge on CPAN. I run below but upgrade is not an available command on CPAN shell. Error: Unknown command 'upgrade'. Type ? for help. What do I need to run to upgrade? It seems you have older version of CPAN, never mind. Try 'install DB::mysql' instead of 'upgrade DB::mysql', it should recognize newer version available and install (upgrade) it. David ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ 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] Issues on RT 3.8.1
Thanks for the reply Ruslan. I'm not that familiar with mysql but when I run SHOW CREATE TABLE sessions; I have this output which I believe does not indicate any corruption. How do I know if there is corruption RT3.8.1 is working fine only this weird occurence of asking to log-again after clicking items as indicated on the previous message. Has anyone encounter this? -Roehl --+ | Table| Create Table | +--+--+ | sessions | CREATE TABLE `sessions` ( `id` varchar(32) NOT NULL default '', `a_session` longtext, `LastUpdated` timestamp NOT NULL default CURRENT_TIMESTAMP on update CURRENT_TIMESTAMP, PRIMARY KEY (`id`) ) ENGINE=MyISAM DEFAULT CHARSET=latin1 | +--+--+ 1 row in set (0.00 sec) On Tue, Aug 26, 2008 at 5:07 PM, Ruslan Zakirov [EMAIL PROTECTED]wrote: On Tue, Aug 26, 2008 at 7:15 PM, rmp dmd [EMAIL PROTECTED] wrote: Hi, First, I'd like to say great job on putting up an excellent documentation that is easy to follow for upgrading 3.8.1. I'm newbie RT user/admin but was able to do the updagrade easily. I just have few minor issues on 3.8.1. - On RT at Glance the link for Bookmarked Tickets, 10 highest priority tickets I own, 10 newest unowned tickets are pointing for http://localhost/rt/Search/Results.html?format... How can change this link to http://mydomain.com/rt/Search/Results.html?format... ? WebDomain option? - While I'm exploring the new interface 3.8.1, I stumble in this weird scenario which I'm not sure if it's normal or bug. when I click Home-Tickets-configuration, it will be on site http://mydomain.com/rt/Admin/index.html but it will ask me to log again. same thing when I click Home-simpleSearch-tickets-Tools, it will on site http://mydomain.com/rt/Tools/index.html but it will ask me to log again. I'm not sure what else is in ther but this may be nuisance. Any ideas? WebDomain or session corruption because of incorrect upgrade. SHOW CREATE TABLE sessions; Thanks! Roehl ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ 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] Issues on RT 3.8.1
Thank you very for the help Ruslan. I'm running perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 user password sql.queries I'm getting DBD::mysql version 4.002 required--this is only version 3.0002 at etc/upgrade/schema.mysql-4.0-4.1.pl line 7. BEGIN failed--compilation aborted at etc/upgrade/schema.mysql-4.0-4.1.plline 7. I googled the error but there's no information available on this. Thanks again! Roehl On Wed, Aug 27, 2008 at 11:48 AM, Ruslan Zakirov [EMAIL PROTECTED]wrote: `a_session` column is longtext what is WRONG and means that you HAVN'T upgraded correctly. Read UPGRADING.mysql, this column must be LONGBLOB. On Wed, Aug 27, 2008 at 7:16 PM, rmp dmd [EMAIL PROTECTED] wrote: Thanks for the reply Ruslan. I'm not that familiar with mysql but when I run SHOW CREATE TABLE sessions; I have this output which I believe does not indicate any corruption. How do I know if there is corruption RT3.8.1 is working fine only this weird occurence of asking to log-again after clicking items as indicated on the previous message. Has anyone encounter this? -Roehl --+ | Table| Create Table | +--+--+ | sessions | CREATE TABLE `sessions` ( `id` varchar(32) NOT NULL default '', `a_session` longtext, `LastUpdated` timestamp NOT NULL default CURRENT_TIMESTAMP on update CURRENT_TIMESTAMP, PRIMARY KEY (`id`) ) ENGINE=MyISAM DEFAULT CHARSET=latin1 | +--+--+ 1 row in set (0.00 sec) On Tue, Aug 26, 2008 at 5:07 PM, Ruslan Zakirov [EMAIL PROTECTED] wrote: On Tue, Aug 26, 2008 at 7:15 PM, rmp dmd [EMAIL PROTECTED] wrote: Hi, First, I'd like to say great job on putting up an excellent documentation that is easy to follow for upgrading 3.8.1. I'm newbie RT user/admin but was able to do the updagrade easily. I just have few minor issues on 3.8.1. - On RT at Glance the link for Bookmarked Tickets, 10 highest priority tickets I own, 10 newest unowned tickets are pointing for http://localhost/rt/Search/Results.html?format... How can change this link to http://mydomain.com/rt/Search/Results.html?format... ? WebDomain option? - While I'm exploring the new interface 3.8.1, I stumble in this weird scenario which I'm not sure if it's normal or bug. when I click Home-Tickets-configuration, it will be on site http://mydomain.com/rt/Admin/index.html but it will ask me to log again. same thing when I click Home-simpleSearch-tickets-Tools, it will on site http://mydomain.com/rt/Tools/index.html but it will ask me to log again. I'm not sure what else is in ther but this may be nuisance. Any ideas? WebDomain or session corruption because of incorrect upgrade. SHOW CREATE TABLE sessions; Thanks! Roehl ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ 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] Issues on RT 3.8.1
Thanks for the help David. Apologies for my simple questions as I do not have any knowledge on CPAN. I run below but upgrade is not an available command on CPAN shell. Error: Unknown command 'upgrade'. Type ? for help. What do I need to run to upgrade? Thanks! Roehl On Wed, Aug 27, 2008 at 2:27 PM, David Svejda [EMAIL PROTECTED]wrote: Upgrade your DBD::mysql module. The easiest way is using CPAN shell, so type this command: /usr/bin/perl -MCPAN -e shell and when in shell, type: upgrade DBD::mysql Regards Davdi rmp dmd wrote: Thank you very for the help Ruslan. I'm running perl etc/upgrade/schema.mysql-4.0-4.1.pl http://schema.mysql-4.0-4.1.pl rt3 user password sql.queries I'm getting DBD::mysql version 4.002 required--this is only version 3.0002 at etc/upgrade/schema.mysql-4.0-4.1.pl http://schema.mysql-4.0-4.1.pl line 7. BEGIN failed--compilation aborted at etc/upgrade/schema.mysql-4.0-4.1.pl http://schema.mysql-4.0-4.1.pl line 7. I googled the error but there's no information available on this. Thanks again! Roehl On Wed, Aug 27, 2008 at 11:48 AM, Ruslan Zakirov [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: `a_session` column is longtext what is WRONG and means that you HAVN'T upgraded correctly. Read UPGRADING.mysql, this column must be LONGBLOB. On Wed, Aug 27, 2008 at 7:16 PM, rmp dmd [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Thanks for the reply Ruslan. I'm not that familiar with mysql but when I run SHOW CREATE TABLE sessions; I have this output which I believe does not indicate any corruption. How do I know if there is corruption RT3.8.1 is working fine only this weird occurence of asking to log-again after clicking items as indicated on the previous message. Has anyone encounter this? -Roehl --+ | Table| Create Table | +--+--+ | sessions | CREATE TABLE `sessions` ( `id` varchar(32) NOT NULL default '', `a_session` longtext, `LastUpdated` timestamp NOT NULL default CURRENT_TIMESTAMP on update CURRENT_TIMESTAMP, PRIMARY KEY (`id`) ) ENGINE=MyISAM DEFAULT CHARSET=latin1 | +--+--+ 1 row in set (0.00 sec) On Tue, Aug 26, 2008 at 5:07 PM, Ruslan Zakirov [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: On Tue, Aug 26, 2008 at 7:15 PM, rmp dmd [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Hi, First, I'd like to say great job on putting up an excellent documentation that is easy to follow for upgrading 3.8.1. http://3.8.1./ I'm newbie RT user/admin but was able to do the updagrade easily. I just have few minor issues on 3.8.1. http://3.8.1./ - On RT at Glance the link for Bookmarked Tickets, 10 highest priority tickets I own, 10 newest unowned tickets are pointing for http://localhost/rt/Search/Results.html?format... How can change this link to http://mydomain.com/rt/Search/Results.html?format... ? WebDomain option? - While I'm exploring the new interface 3.8.1, I stumble in this weird scenario which I'm not sure if it's normal or bug. when I click Home-Tickets-configuration, it will be on site http://mydomain.com/rt/Admin/index.html but it will ask me to log again. same thing when I click Home-simpleSearch-tickets-Tools, it will on site http://mydomain.com/rt/Tools/index.html but it will ask me to log again. I'm not sure what else is in ther but this may be nuisance. Any ideas? WebDomain or session corruption because of incorrect upgrade. SHOW CREATE TABLE sessions; Thanks! Roehl ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com http://wiki.bestpractical.com/ Commercial support
[rt-users] Issues on RT 3.8.1
Hi, First, I'd like to say great job on putting up an excellent documentation that is easy to follow for upgrading 3.8.1. I'm newbie RT user/admin but was able to do the updagrade easily. I just have few minor issues on 3.8.1. - On RT at Glance the link for Bookmarked Tickets, 10 highest priority tickets I own, 10 newest unowned tickets are pointing for http://localhost/rt/Search/Results.html?format... How can change this link to http://mydomain.com/rt/Search/Results.html?format... ? - While I'm exploring the new interface 3.8.1, I stumble in this weird scenario which I'm not sure if it's normal or bug. when I click Home-Tickets-configuration, it will be on site http://mydomain.com/rt/Admin/index.html but it will ask me to log again. same thing when I click Home-simpleSearch-tickets-Tools, it will on site http://mydomain.com/rt/Tools/index.html but it will ask me to log again. I'm not sure what else is in ther but this may be nuisance. Any ideas? Thanks! Roehl ___ 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] Issues on RT 3.8.1
Thank you for all the replies. I will try later on adjusting the links. There are no logs from apache2/error.logs when click Home-Tickets-configuration but will ask me to log again. Here's the access.log 192.168.1.1 - - [26/Aug/2008:15:25:47 -0400] GET /rt/ HTTP/1.1 301 384 http://mydomain.com/rt/index.html; Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 5.1; .NET CLR 2.0.50727) 192.168.1.1 - - [26/Aug/2008:15:25:47 -0400] GET /rt/index.html HTTP/1.1 200 22880 http://mydomain.com/rt/index.html; Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 5.1; .NET CLR 2.0.50727) 192.168.1.1 - - [26/Aug/2008:15:25:48 -0400] GET /rt/Search/Simple.html HTTP/1.1 200 6796 http://mydomain.com/rt/index.html; Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 5.1; .NET CLR 2.0.50727) 192.168.1.1 - - [26/Aug/2008:15:25:49 -0400] GET /rt/Search/Build.html HTTP/1.1 200 37896 http://mydomain.com/rt/Search/Simple.html; Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 5.1; .NET CLR 2.0.50727) 192.168.1.1 - - [26/Aug/2008:15:25:50 -0400] GET /rt/Tools/index.html HTTP/1.1 200 5066 http://mydomain.com/rt/Search/Build.html; Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 5.1; .NET CLR 2.0.50727) On Tue, Aug 26, 2008 at 2:20 PM, Rainer Duffner [EMAIL PROTECTED]wrote: Am 26.08.2008 um 17:15 schrieb rmp dmd: Hi, First, I'd like to say great job on putting up an excellent documentation that is easy to follow for upgrading 3.8.1. I'm newbie RT user/admin but was able to do the updagrade easily. I just have few minor issues on 3.8.1. - On RT at Glance the link for Bookmarked Tickets, 10 highest priority tickets I own, 10 newest unowned tickets are pointing for http://localhost/rt/Search/Results.html?format... How can change this link to http://mydomain.com/rt/Search/Results.html?format... ? I already asked this. It's a new option in RT_Config.pm that previously wasn't there (or wasn't necessary). I think it's $Webdomain. - While I'm exploring the new interface 3.8.1, I stumble in this weird scenario which I'm not sure if it's normal or bug. when I click Home-Tickets-configuration, it will be on site http://mydomain.com/rt/Admin/index.html but it will ask me to log again. same thing when I click Home-simpleSearch-tickets-Tools, it will on site http://mydomain.com/rt/Tools/index.html but it will ask me to log again. I'm not sure what else is in ther but this may be nuisance. Haven't seen that one. What's in the log when you do that? Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Issues on RT 3.8.1
Hi, The info provided helped in adjusting the link. However, it leads me to the same weird scenario again. When I'm in either Bookmarked Tickets, 10 highest priority tickets I own, 10 newest unowned tickets then click any of Home, Simple Search, Tickets, Tools, Configuration, Preferences, Approval it will asked me to log again. I already tried deleting Temp internet files and cookies. Here's the /etc/apache2/conf.d/rt.conf # as RT is out of document root then we want alias # and should define directory access Alias /rt /opt/rt3/share/html/ PerlRequire /opt/rt3/bin/webmux.pl Directory /opt/rt3/share/html/ Order allow,deny Allow from all /Directory Location /NoAuth/images SetHandler default /Location Location /rt RewriteEngine On RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason /Location There's no info on error.log. Here's access.log 192.168.1.1 - - [26/Aug/2008:15:54:21 -0400] GET /rt/Search/Results.html?Format='%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23'%2C'%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject'%2CPriority%2C%20QueueName%2C%20ExtendedStatus%2C%20BookmarkOrder=DESCOrderBy=LastUpdatedQuery=id%20%3D%20'__Bookmarked__'Rows=999 HTTP/1.1 200 13184 http://mydomain.com/rt/index.html; Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 5.1; .NET CLR 2.0.50727) 192.168.1.1 - - [26/Aug/2008:15:54:27 -0400] GET /rt/ HTTP/1.1 301 384 http://mydomain.com/rt/Search/Results.html?Format='%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23'%2C'%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject'%2CPriority%2C%20QueueName%2C%20ExtendedStatus%2C%20BookmarkOrder=DESCOrderBy=LastUpdatedQuery=id%20%3D%20'__Bookmarked__'Rows=999 Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 5.1; .NET CLR 2.0.50727) 192.168.1.1 - - [26/Aug/2008:15:54:27 -0400] GET /rt/index.html HTTP/1.1 200 5060 http://mydomain.com/rt/Search/Results.html?Format='%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23'%2C'%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject'%2CPriority%2C%20QueueName%2C%20ExtendedStatus%2C%20BookmarkOrder=DESCOrderBy=LastUpdatedQuery=id%20%3D%20'__Bookmarked__'Rows=999 Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 5.1; .NET CLR 2.0.50727) On Tue, Aug 26, 2008 at 2:28 PM, Brian Buchanan [EMAIL PROTECTED]wrote: On Tue, 2008-08-26 at 11:15 -0400, rmp dmd wrote: Hi, First, I'd like to say great job on putting up an excellent documentation that is easy to follow for upgrading 3.8.1. I'm newbie RT user/admin but was able to do the updagrade easily. I just have few minor issues on 3.8.1. - On RT at Glance the link for Bookmarked Tickets, 10 highest priority tickets I own, 10 newest unowned tickets are pointing for http://localhost/rt/Search/Results.html?format... How can change this link to http://mydomain.com/rt/Search/Results.html?format... ? - While I'm exploring the new interface 3.8.1, I stumble in this weird scenario which I'm not sure if it's normal or bug. when I click Home-Tickets-configuration, it will be on site http://mydomain.com/rt/Admin/index.html but it will ask me to log again. same thing when I click Home-simpleSearch-tickets-Tools, it will on site http://mydomain.com/rt/Tools/index.html but it will ask me to log again. I'm not sure what else is in ther but this may be nuisance. You need to set $WebDomain or $WebBaseURL in /opt/rt3/etc/RT_SiteConfig.pm Check out /opt/rt3/etc/RT_Config.pm for details on $WebDomain, $WebBaseURL, $WebURL and $WebPath, but don't make changes there, copy the block(s) you need/want to RT_SiteConfig.pm and make the changes there. Brian ___ 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
