[rt-users] Attachments are dropped randomly from correspondence

[Tilo Villwock]

Hello,

we're struggling with a problem where attachments get randomly dropped 
from a submitted correspondence in a ticket.


we're using RT 4.4.1 in production on a RHEL 6 server with a PostgreSQL 
9.1 backend on another server. The application is NOT configured with 
external storage for attachments and as such - as per your documentation 
- everything is being base64 encoded and inserted into the database.


It also seems that uploading the attachments to the RT server works just 
fine because the previews (where applicable) work perfectly. However, on 
submit only a subset of the attachments apparently make it into the 
database. I've double checked this in the actual table in the database.


A few more observations:

* there is absolutely no error message in the logs (the level is set to 
debug) when files are being uploaded or the correspondence is submitted


* there seems no correlation whatsoever to the file type, file size or 
number of files that have been attached as we've tested multiple 
scenarios (pdfs, zip archives, images, text files) and they all randomly 
failed to be included


* there was one subscriber mail delivery error that occurred when 
attaching 8 images with a total size of ~20Mb (the error was reported as 
critical in the log, however, no further explanation)


We've upgraded from a previous version (4.2.10) and it worked perfectly 
before with the same setup. The following is our RT_SiteConfig.pm with 
credentials redacted:


Set( $rtname, '');
Set($LogToFile, 'debug');
Set($LogDir, '/var/log/rt');
Set($LogToFileNamed, "rt.log");
Set($WebPort, 443);
Set($WebPath, '/rt');
Set($WebDomain , '');
my $port = RT->Config->Get('WebPort');
Set($WebBaseURL,
 ($port == 443? 'https': 'http') .'://'
 . RT->Config->Get('WebDomain')
 . ($port != 80 && $port != 443? ":$port" : '')
);

Set($WebURL , $WebBaseURL . $WebPath . "/");
Set($Organization , "");
Set($Timezone , 'Europe/Berlin');

Set($DatabaseType , 'Pg');
Set($DatabaseHost   , '');
Set($DatabaseRTHost , '');
Set($DatabasePort , '');

Set($DatabaseUser, "");
Set($DatabasePassword, "");

Set($DatabaseName, "");

Set($WebRemoteUserAuth, 1);
Set($WebRemoteUserEnv, "HTTP_REMOTE_USER");
Set($WebRemoteUserContinuous, 1);
Set($WebFallbackToRTLogin, 1);
Set($WebRemoteUserAutocreate, 0);

Set($UserAutocreateDefaultsOnLogin, 0);

Set($OwnerEmail , '');

Set($MailCommand , 'sendmail');
Set($SendmailArguments , '');

Set($MaxAttachmentSize , 1000);
Set($RTAddressRegexp , '');

Set($CorrespondAddress , 'RT::CorrespondAddress.not.set');
Set($CommentAddress , 'RT::CommentAddress.not.set');

Set($TrustHTMLAttachments, 1);
Set($RecordOutgoingEmail, 0);

Set( %FullTextSearch,
 Enable => 1,
 Indexed=> 1,
 Column => 'ContentIndex',
 Table  => 'Attachments',
);

Set($SearchResultsAutoRedirect, 1);
Set($MaxInlineBody, 10);

# You must install Plugins on your own, this is only an example
# of the correct syntax to use when activating them.
# Plugin( "RT::Extension::QuickDelete" );
# Plugin( "RT::Extension::CommandByMail" );

Plugin('RT::Extension::JSGantt');

Set(
 %JSGanttOptions,
 DefaultFormat => 'day', # or week or month or quarter
 ShowOwner => 1,
 ShowProgress  => 1,
 ShowDuration  => 1,

 # Configurable JSGantt options
 # 
https://code.google.com/p/jsgantt/wiki/Documentation#4._Instantiate_JSGantt_using_()

 # CaptionType   => 'Resource',
 # ShowStartDate => 1,
 # ShowEndDate   => 1,
 # DateInputFormat   => 'mm/dd/',
 # DateDisplayFormat => 'mm/dd/',
 # FormatArr => q|'day','week','month','quarter'|,

 # define your own color scheme:
 # ColorScheme => ['ff', '00', 'ff00ff', '00ff00', 
'00', 'ff'],


 # we color owners consistently by default, you can disable it via:
 # ColorSchemeByOwner => 0,

 # you can specify colors to use, unspecified owners will be
 # assigned to some color automatically:
 # ColorSchemeByOwner => { root => 'ff', foo => '00ff00' },

 # if can't find both start and end dates, use this color
 NullDatesColor => 333,

 # to caculate day length
 WorkingHoursPerDay => 8,

 # used to set start/end if one exists but the other does not
 DefaultDays => 7,
);


1;




The config variable 'WebRemoteUserEnv' is a modification of ours that 
simply allows us to use a different variable name than the previously 
hardcoded 'REMOTE_USER'.


I also realize that setting MaxAttachmentSize has currently no effect 
since neither TruncateLongAttachments nor DropLongAttachments are set. I 
believe this is simply a remainder of an older config iteration.


Has anyone run into the same difficulties? Am I missing something in the 
configuration? I wonder if this is somehow related to the new uploader 
component.


Any pointers would be greatly appreciated.

Thanks in advance.

Best Regards

Tilo Villwock

codematix GmbH
Felsbachstr. 5-7
07745 Jena

Re: [rt-users] Attachments from the UI

[Joop]

On 18-4-2016 13:11, Beck J Mr wrote:
> Hi All,
>
> We have upgraded to 4.4.0 from 4.2.11 and we are seeing non-privileged users 
> are not able to attach files using the UI, either by drag-and-drop, or by 
> browsing for a file. All looks well in the UI; we see the progress bar and a 
> nice, big tick to say the file has been uploaded, but the file does not get 
> posted on the ticket.
>
> E-mail attachments work okay as far as we can tell, and we cannot see 
> anything relevant in error.log or rt.log.
>
> Has anybody seen this behaviour?
>
>
This has come up on the mailinglist a few times. Search them and lets us
know if you can't find it and maybe someone will dig up the posts. I'm
short on time right now, sorry.

Joop

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[rt-users] Attachments from the UI

[Beck J Mr]

Hi All,

We have upgraded to 4.4.0 from 4.2.11 and we are seeing non-privileged users 
are not able to attach files using the UI, either by drag-and-drop, or by 
browsing for a file. All looks well in the UI; we see the progress bar and a 
nice, big tick to say the file has been uploaded, but the file does not get 
posted on the ticket.

E-mail attachments work okay as far as we can tell, and we cannot see anything 
relevant in error.log or rt.log.

Has anybody seen this behaviour?

Running Ubuntu Server 14.04.

Thanks

James


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Re: [rt-users] Attachments only work for privileged users

[Geoff Fountain]

Excellent. Works a treat.

Thanks!

On Wed, Mar 30, 2016 at 5:34 PM Dustin Graves 
wrote:

> Hi Geoff,
>
> If you’re talking about 4.4.0, this is a known issue that will be fixed in
> 4.4.1. In the meantime, attached you’ll find a patch that should fix the
> problem for you.
>
> Thank you,
> Dustin
>
> > On Mar 30, 2016, at 5:18 PM, Geoff Fountain 
> wrote:
> >
> > As the title says... attaching something to a ticket only works for
> privileged users. I'm guessing this is some sort of permissions issue, but
> I am unable to find anything that explicitly allows or denies adding
> attachments to a ticket.
> >
> > Anyone have any ideas?
> >
> > - gf
> > -
> > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> > * Washington DC - May 23 & 24, 2016
>
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Re: [rt-users] Attachments only work for privileged users

[Dustin Graves]

Hi Geoff,

If you’re talking about 4.4.0, this is a known issue that will be fixed in 
4.4.1. In the meantime, attached you’ll find a patch that should fix the 
problem for you.

Thank you,
Dustin

> On Mar 30, 2016, at 5:18 PM, Geoff Fountain  wrote:
> 
> As the title says... attaching something to a ticket only works for 
> privileged users. I'm guessing this is some sort of permissions issue, but I 
> am unable to find anything that explicitly allows or denies adding 
> attachments to a ticket.
> 
> Anyone have any ideas?
> 
> - gf
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016


fix_selfservice_attachments.patch
Description: Binary data


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[rt-users] Attachments only work for privileged users

[Geoff Fountain]

As the title says... attaching something to a ticket only works for
privileged users. I'm guessing this is some sort of permissions issue, but
I am unable to find anything that explicitly allows or denies adding
attachments to a ticket.

Anyone have any ideas?

- gf
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Re: [rt-users] Attachments don't reach database for one user

[Chanel Wheeler]

That did the trick. Thanks!!

chanel

From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Dustin Graves
Sent: Thursday, March 24, 2016 4:49 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Attachments don't reach database for one user

Hi Chanel,

I have tested this locally and it appears to me that all attachments should be 
broken for unprivileged users using the SelfService UI. This is a result of the 
changes made in 4.4.0 to attachments.

I have created a patch for this that appears to fix this problem. You will find 
that patch attached. This will be fixed in 4.4.1.

Thank you,
Dustin

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Re: [rt-users] Attachments don't reach database for one user

[Dustin Graves]

Hi Chanel,I have tested this locally and it appears to me that all attachments should be broken for unprivileged users using the SelfService UI. This is a result of the changes made in 4.4.0 to attachments.I have created a patch for this that appears to fix this problem. You will find that patch attached. This will be fixed in 4.4.1.Thank you,Dustin

fix_selfservice_attachments.patch
Description: Binary data
On Mar 24, 2016, at 6:09 PM, Chanel Wheeler <chanel.whee...@yavapai.us> wrote:All other unprivileged users can attach files. chanel From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Dustin GravesSent: Thursday, March 24, 2016 3:09 PMTo: rt-users@lists.bestpractical.comSubject: Re: [rt-users] Attachments don't reach database for one user Hi Chanel, On Mar 24, 2016, at 5:58 PM, Chanel Wheeler <chanel.whee...@yavapai.us> wrote: Further experimentation has revealed that if the user sends an attachment by email it works (doesn’t via the web interface). Also, if I promote the user to the privileged level then she can add attachments via the web interface. I tried giving the unprivileged group all possible permissions but it had no effect. Ah, I didn’t realize this user was unprivileged. And this is the only unprivileged users experiencing this trouble? Other unprivileged users and privileged users all are able to attach files normally? I will take a look at this again with the Self-Service interface in mind.chanelThank you,Dustin

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Re: [rt-users] Attachments don't reach database for one user

[Chanel Wheeler]

All other unprivileged users can attach files.

chanel

From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Dustin Graves
Sent: Thursday, March 24, 2016 3:09 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Attachments don't reach database for one user

Hi Chanel,

On Mar 24, 2016, at 5:58 PM, Chanel Wheeler 
<chanel.whee...@yavapai.us<mailto:chanel.whee...@yavapai.us>> wrote:

Further experimentation has revealed that if the user sends an attachment by 
email it works (doesn’t via the web interface). Also, if I promote the user to 
the privileged level then she can add attachments via the web interface. I 
tried giving the unprivileged group all possible permissions but it had no 
effect.

Ah, I didn’t realize this user was unprivileged. And this is the only 
unprivileged users experiencing this trouble? Other unprivileged users and 
privileged users all are able to attach files normally?

I will take a look at this again with the Self-Service interface in mind.


chanel
Thank you,
Dustin
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Re: [rt-users] Attachments don't reach database for one user

[Dustin Graves]

Hi Chanel,

> On Mar 24, 2016, at 5:58 PM, Chanel Wheeler  wrote:
> 
> Further experimentation has revealed that if the user sends an attachment by 
> email it works (doesn’t via the web interface). Also, if I promote the user 
> to the privileged level then she can add attachments via the web interface. I 
> tried giving the unprivileged group all possible permissions but it had no 
> effect.

Ah, I didn’t realize this user was unprivileged. And this is the only 
unprivileged users experiencing this trouble? Other unprivileged users and 
privileged users all are able to attach files normally?

I will take a look at this again with the Self-Service interface in mind.

> chanel
Thank you,
Dustin


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Re: [rt-users] Attachments don't reach database for one user

[Chanel Wheeler]

Further experimentation has revealed that if the user sends an attachment by 
email it works (doesn’t via the web interface). Also, if I promote the user to 
the privileged level then she can add attachments via the web interface. I 
tried giving the unprivileged group all possible permissions but it had no 
effect.

chanel

From: Chanel Wheeler
Sent: Tuesday, March 15, 2016 9:31 AM
To: 'Dustin Graves'
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Attachments don't reach database for one user

Yes, everything in the ticket shows up for the faulty user except for the 
attachment. The rights for this user and other basic users of the system are 
the same.

chanel


From: Dustin Graves [mailto:dus...@bestpractical.com]
Sent: Monday, March 14, 2016 1:58 PM
To: Chanel Wheeler
Cc: rt-users@lists.bestpractical.com<mailto:rt-users@lists.bestpractical.com>
Subject: Re: [rt-users] Attachments don't reach database for one user


On Mar 10, 2016, at 5:09 PM, Chanel Wheeler 
<chanel.whee...@yavapai.us<mailto:chanel.whee...@yavapai.us>> wrote:

Hi all,
Hi Chanel,

I have one user that has used RT for a while with no problems. Recently, her 
attachments to web tickets ceased coming through. I’ve watched her add  
attachments and they appear to upload successfully but there’s no trace of them 
in the Attachments table. We tried multiple browsers and the same thing 
happened on each. I logged in as her on my computer and still the problem 
happened. Another person logged in to RT on her computer and successfully 
attached items. So it’s something to do with her account. I’ve taken a look at 
her user record in the db and I don’t see anything amiss.

Any ideas on what I might try?

We’re running RT 4.4 and use LDAP for authentication.

I would start by checking the rights for these two users and how they might be 
different.

Can the faulty user see the missing attachment’s associated 
comment/correspondence? If the user cannot, that is why the attachment is 
missing. A user needs the ShowTicketComments right to see attachments added as 
part of a comment.

If this is not the problem, then I can investigate further.

Thanks!
chanel
Thank you,
Dustin
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Re: [rt-users] Attachments don't reach database for one user

[Gordon Scott Messmer]

On Tue, Mar 15, 2016 at 9:31 AM, Chanel Wheeler 
wrote:

> Yes, everything in the ticket shows up for the faulty user except for the
> attachment. The rights for this user and other basic users of the system
> are the same.
>
>
>
Is that user using Outlook?  Might it be sending non-plain-text parts of
the message as winmail.dat?
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Re: [rt-users] Attachments don't reach database for one user

[Chanel Wheeler]

Yes, everything in the ticket shows up for the faulty user except for the 
attachment. The rights for this user and other basic users of the system are 
the same.

chanel


From: Dustin Graves [mailto:dus...@bestpractical.com]
Sent: Monday, March 14, 2016 1:58 PM
To: Chanel Wheeler
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Attachments don't reach database for one user


On Mar 10, 2016, at 5:09 PM, Chanel Wheeler 
<chanel.whee...@yavapai.us<mailto:chanel.whee...@yavapai.us>> wrote:

Hi all,
Hi Chanel,


I have one user that has used RT for a while with no problems. Recently, her 
attachments to web tickets ceased coming through. I’ve watched her add  
attachments and they appear to upload successfully but there’s no trace of them 
in the Attachments table. We tried multiple browsers and the same thing 
happened on each. I logged in as her on my computer and still the problem 
happened. Another person logged in to RT on her computer and successfully 
attached items. So it’s something to do with her account. I’ve taken a look at 
her user record in the db and I don’t see anything amiss.

Any ideas on what I might try?

We’re running RT 4.4 and use LDAP for authentication.

I would start by checking the rights for these two users and how they might be 
different.

Can the faulty user see the missing attachment’s associated 
comment/correspondence? If the user cannot, that is why the attachment is 
missing. A user needs the ShowTicketComments right to see attachments added as 
part of a comment.

If this is not the problem, then I can investigate further.


Thanks!
chanel
Thank you,
Dustin
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Re: [rt-users] Attachments don't reach database for one user

[Dustin Graves]

> On Mar 10, 2016, at 5:09 PM, Chanel Wheeler  wrote:
> 
> Hi all,
Hi Chanel,

> I have one user that has used RT for a while with no problems. Recently, her 
> attachments to web tickets ceased coming through. I’ve watched her add  
> attachments and they appear to upload successfully but there’s no trace of 
> them in the Attachments table. We tried multiple browsers and the same thing 
> happened on each. I logged in as her on my computer and still the problem 
> happened. Another person logged in to RT on her computer and successfully 
> attached items. So it’s something to do with her account. I’ve taken a look 
> at her user record in the db and I don’t see anything amiss.
> 
> Any ideas on what I might try?
> 
> We’re running RT 4.4 and use LDAP for authentication.

I would start by checking the rights for these two users and how they might be 
different.

Can the faulty user see the missing attachment’s associated 
comment/correspondence? If the user cannot, that is why the attachment is 
missing. A user needs the ShowTicketComments right to see attachments added as 
part of a comment.

If this is not the problem, then I can investigate further.

> Thanks!
> chanel
Thank you,
Dustin


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[rt-users] Attachments don't reach database for one user

[Chanel Wheeler]

Hi all,

I have one user that has used RT for a while with no problems. Recently, her 
attachments to web tickets ceased coming through. I've watched her add  
attachments and they appear to upload successfully but there's no trace of them 
in the Attachments table. We tried multiple browsers and the same thing 
happened on each. I logged in as her on my computer and still the problem 
happened. Another person logged in to RT on her computer and successfully 
attached items. So it's something to do with her account. I've taken a look at 
her user record in the db and I don't see anything amiss.

Any ideas on what I might try?

We're running RT 4.4 and use LDAP for authentication.

Thanks!
chanel
--
Chanel Wheeler
Programmer/Analyst
Yavapai Library Network
1120 Commerce Dr.
Prescott, AZ  86305

Phone: (928) 442-5741
chanel.whee...@yavapai.us
Open a help desk ticket

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[rt-users] attachments not properly present in HTML mail

[Boli]

Hi

I'm sure there's a problem with my template. Can anyone point it out to
me? The attachments seem to be added to the mail if I view the mail
source - but I cannot see them in most mail clients (Thunderbird in
particular)

This only happened when I recently a) upgraded from 4.2.2 to 4.2.10, and
b) started using HTML templates

Thanks

-- template starts here --
{
  my $result=;
  my $u = $Transaction-CreatorObj;
  if ( $u-Privileged ) {
my $a = $Ticket-QueueObj-CorrespondAddress;
$a = $Ticket-QueueObj-CommentAddress if ( $Transaction-Type eq
'Comment' );
$result .= From: .$Ticket-QueueObj-Description(). .$a.;
  }
  $result;
}
RT-Attach-Message: yes
Content-Type: text/html

{$Transaction-Content( Type = text/html)}
--template ends here --

-- 
Jon 'Boli' Copeland
Systems Engineer
IT Sales  Services Ltd
All sales enquiries   : sa...@itss.co.tz
All support enquiries : supp...@itss.co.tz
Emergencies Only  : +255 (0) 685 374780

[rt-users] Attachments

[Moose]

We have a workflow where when a ticket is created, a dependent approval
ticket is also created. This dependent is the Review stage for the
originating ticket before it hits the real Approvals stage and is
processed.

One of our users needs to be able to approve a Review by email (without
ever looking at RT due to network restrictions). This means he would need to
receive correspondence containing the originating ticket data, then respond
to that using keywords to approve. We have achieved this behaviour but
cannot call the originating ticket attachments.

If a file is attached to the original ticket when created, we need to also
attach it to the Review ticket and then mail it out with the Review
correspondence.

Here is our Review ticket create template which also emails the nominated
reviewer.

===Create-Ticket: Review Approval
RT-Attach-Message: yes
Subject: REVIEW [{$Tickets{TOP}-Id} - {$Tickets{TOP}-Subject}]
Depended-On-By: TOP
Queue: ReviewApproval
Owner: {$Tickets{TOP}-FirstCustomFieldValue('Nominate Reviewer');}
Requestors: {$Tickets{TOP}-RequestorAddresses}
Type: approval
Due: {time + 86400}
Content-Type: text/html
Content:
(CONTENT REMOVED)
ENDOFCONTENT

The following attempts haven't worked for us but outline what we are trying
to achieve;

Attachment: {$Tickets{TOP}-Attachments}

Attachment: {$Tickets{TOP}-Attachments-First}





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Re: [rt-users] Attachments in Resolution email

[Miroslav Horvath]

Kenneth, yes please, provide me some details. 
This is our template for Resolved email. But attachments are not working. 


Subject: Vyriešené: {$Ticket-Subject}
RT-Attach-Message: yes

Podľa našich záznamov bola Vaša požiadavka VYRIEŠENÁ. 

Ak máte akékoľvek ďalšie otázky alebo nejasnosti k úlohe, prosím odpovedzte 
na túto správu, a úloha bude automaticky znovu otvorená v systéme. 

Táto odpoveď je automaticky generovaná systémom RT-ZSE.

Ďakujeme. 
{$Ticket-QueueObj-Description}

=== 
Resolution details
---
{
 my $resolution_comment;
 my $Transactions = $Ticket-Transactions;

 $Transactions-Limit( FIELD = 'Type', VALUE = 'Comment' );
 $Transactions-OrderByCols (
   { FIELD = 'Created',  ORDER = 'DESC' },
   { FIELD = 'id', ORDER = 'DESC' },
   );

 my $CommentObj = $Transactions-First;
 if( $CommentObj  $CommentObj-id ) {
   $resolution_comment = $CommentObj-Content;
 }

 $resolution_comment;
}

=== 
Request details:
---
{ $Ticket-Transactions-First-Content; } 




Miroslav,

You can modify the resolve template to include the last comment and/or
include any attachments. When the ticket is resolved and the email sent, the
template will include all the data you want. I have an example if you want
it.

Kenn
LBNL

On Wed, May 25, 2011 at 7:03 AM, Mike Johnson mike.john...@nosm.ca wrote:


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[rt-users] Attachments using REST in VB.NET

[Todd Burton]

Hi,

I am currently developing an application using VB.NET in which I am accessing 
RT using the REST interface. So far, I have been able to successfully create 
tickets and modify their history by referencing the Request Tracker Wiki. 
However, I have not been able to add an attachment to a ticket. I have done 
extensive research online, but so far I have not been able to find any working 
examples in VB.NET. To actually upload the data to RT, I use 
System.Net.WebClient. The following VB.NET code does the important work:

Dim Client As New System.Net.WebClient
Dim postBytes As Byte() = System.Text.Encoding.ASCII.GetBytes(postString)
Client.UploadData(URL, POST, postBytes)

A simplified version of my URL is as follows:
..//REST/1.0/ticket/ + ticketNumber + /comment?user= + userName + pass= 
+ password

Finally, an example of the content that I post is:
postString = content=Text: RT Test + vbLf + Action: Comment + vbLf + 
Attachment: examplefile.jpg + vbLf + attachment_1=

As you can see, the postString is converted to bytes and then uploaded to the 
RT server. However, I do not know where or how I should be posting the raw 
attachment itself. The RT wiki mentions that it should be in a variable 
attachment_1, which I added to the postString variable, but I am not sure 
what the next step should be. Should the file be converted into bytes and 
appended to the postBytes variable? I attempted something like this but I 
received an error saying that no attachment was found for examplefile.jpg.

Thanks for your help!
Todd Burton


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Re: [rt-users] Attachments in Resolution email

[Miroslav Horvath]

Hi Russlan 

I'm not the programmer, so I'm not very famous with the codes in the 2nd
link you've provided. But if you remember, we have bough a single contract
in the past for helping us with some incident within company (EON.IT
Slovakia - Viktor Franik was the technician on our side)

But, we need to have all 3 buttons: Comment, Reply, Resolve within ticket.

Comment - using for internal comments within ticket, works with attachment. 
Reply - when contacting the user without closing ticket, works with
attachment. 
Resolve - closing ticket with a resolution message (we need to have here
also attachments). 

The email templates for Reply and Resolve are different. 

So if you can navigate me, what to do, to make possible that attachments
will be send also with Resolve email template. 


Ruslan Zakirov-2 wrote:
 
 Hi,
 
 See the following in FAQ:
 The 'resolve' Transaction has no content
 http://requesttracker.wikia.com/wiki/FAQ
 
 May be you just need reply on resolve, not comment:
 http://requesttracker.wikia.com/wiki/ResolveSendsReply
 
 In the last case requestors recieve reply and everything attached to it.
 
 On Fri, May 20, 2011 at 9:43 AM, Miroslav Horvath aveng...@atlas.sk
 wrote:

 Hello

 I want to ask for help. We are running RT version 3.8.4 and we have
 problem,
 that attachments are not sent out with resolution emails. They only
 work
 when you make Reply from the ticket.

 But in more cases we need this option, that when some support agent is
 closing ticket(RESOLVE), he needs to send with that email also some
 attachment, and here it doesnt work. Is there any kind of hint or fix ?

 Q2: Is this needs added in version 4.0 ?

 BR, Miroslav
 --
 View this message in context:
 http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31661517.html
 Sent from the Request Tracker - User mailing list archive at Nabble.com.


 
 
 
 -- 
 Best regards, Ruslan.
 
 

-- 
View this message in context: 
http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31696328.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

Re: [rt-users] Attachments in Resolution email

[Mike Johnson]

When you hit resolve, switch the dropdown box on the form from Comment(not
sent to requestors) to Reply to requestors.

Sounds like this is your only issue.

Mike.

On Wed, May 25, 2011 at 2:26 AM, Miroslav Horvath aveng...@atlas.sk wrote:


 Hi Russlan

 I'm not the programmer, so I'm not very famous with the codes in the 2nd
 link you've provided. But if you remember, we have bough a single contract
 in the past for helping us with some incident within company 
 (EON.IThttp://eon.it/
 Slovakia - Viktor Franik was the technician on our side)

 But, we need to have all 3 buttons: Comment, Reply, Resolve within ticket.

 Comment - using for internal comments within ticket, works with attachment.
 Reply - when contacting the user without closing ticket, works with
 attachment.
 Resolve - closing ticket with a resolution message (we need to have here
 also attachments).

 The email templates for Reply and Resolve are different.

 So if you can navigate me, what to do, to make possible that attachments
 will be send also with Resolve email template.


 Ruslan Zakirov-2 wrote:
 
  Hi,
 
  See the following in FAQ:
  The 'resolve' Transaction has no content
  http://requesttracker.wikia.com/wiki/FAQ
 
  May be you just need reply on resolve, not comment:
  http://requesttracker.wikia.com/wiki/ResolveSendsReply
 
  In the last case requestors recieve reply and everything attached to it.
 
  On Fri, May 20, 2011 at 9:43 AM, Miroslav Horvath aveng...@atlas.sk
  wrote:
 
  Hello
 
  I want to ask for help. We are running RT version 3.8.4 and we have
  problem,
  that attachments are not sent out with resolution emails. They only
  work
  when you make Reply from the ticket.
 
  But in more cases we need this option, that when some support agent is
  closing ticket(RESOLVE), he needs to send with that email also some
  attachment, and here it doesnt work. Is there any kind of hint or fix ?
 
  Q2: Is this needs added in version 4.0 ?
 
  BR, Miroslav
  --
  View this message in context:
 
 http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31661517.html
  Sent from the Request Tracker - User mailing list archive at Nabble.com.
 
 
 
 
 
  --
  Best regards, Ruslan.
 
 

 --
 View this message in context:
 http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31696328.html
  Sent from the Request Tracker - User mailing list archive at Nabble.com.




-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.john...@nosm.ca

Re: [rt-users] Attachments in Resolution email

[Kenneth Crocker]

Miroslav,

You can modify the resolve template to include the last comment and/or
include any attachments. When the ticket is resolved and the email sent, the
template will include all the data you want. I have an example if you want
it.

Kenn
LBNL

On Wed, May 25, 2011 at 7:03 AM, Mike Johnson mike.john...@nosm.ca wrote:

 When you hit resolve, switch the dropdown box on the form from Comment(not
 sent to requestors) to Reply to requestors.

 Sounds like this is your only issue.

 Mike.

 On Wed, May 25, 2011 at 2:26 AM, Miroslav Horvath aveng...@atlas.skwrote:


 Hi Russlan

 I'm not the programmer, so I'm not very famous with the codes in the 2nd
 link you've provided. But if you remember, we have bough a single contract
 in the past for helping us with some incident within company 
 (EON.IThttp://eon.it/
 Slovakia - Viktor Franik was the technician on our side)

 But, we need to have all 3 buttons: Comment, Reply, Resolve within ticket.

 Comment - using for internal comments within ticket, works with
 attachment.
 Reply - when contacting the user without closing ticket, works with
 attachment.
 Resolve - closing ticket with a resolution message (we need to have here
 also attachments).

 The email templates for Reply and Resolve are different.

 So if you can navigate me, what to do, to make possible that attachments
 will be send also with Resolve email template.


 Ruslan Zakirov-2 wrote:
 
  Hi,
 
  See the following in FAQ:
  The 'resolve' Transaction has no content
  http://requesttracker.wikia.com/wiki/FAQ
 
  May be you just need reply on resolve, not comment:
  http://requesttracker.wikia.com/wiki/ResolveSendsReply
 
  In the last case requestors recieve reply and everything attached to it.
 
  On Fri, May 20, 2011 at 9:43 AM, Miroslav Horvath aveng...@atlas.sk
  wrote:
 
  Hello
 
  I want to ask for help. We are running RT version 3.8.4 and we have
  problem,
  that attachments are not sent out with resolution emails. They only
  work
  when you make Reply from the ticket.
 
  But in more cases we need this option, that when some support agent is
  closing ticket(RESOLVE), he needs to send with that email also some
  attachment, and here it doesnt work. Is there any kind of hint or fix ?
 
  Q2: Is this needs added in version 4.0 ?
 
  BR, Miroslav
  --
  View this message in context:
 
 http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31661517.html
  Sent from the Request Tracker - User mailing list archive at
 Nabble.com.
 
 
 
 
 
  --
  Best regards, Ruslan.
 
 

 --
 View this message in context:
 http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31696328.html
   Sent from the Request Tracker - User mailing list archive at
 Nabble.com.




 --
 Mike Johnson
 Datatel Programmer/Analyst
 Northern Ontario School of Medicine
 955 Oliver Road
 Thunder Bay, ON   P7B 5E1
 Phone: (807) 766-7331
 Email: mike.john...@nosm.ca

[rt-users] Attachments in Resolution email

[Miroslav Horvath]

Hello

I want to ask for help. We are running RT version 3.8.4 and we have problem,
that attachments are not sent out with resolution emails. They only work
when you make Reply from the ticket. 

But in more cases we need this option, that when some support agent is
closing ticket(RESOLVE), he needs to send with that email also some
attachment, and here it doesnt work. Is there any kind of hint or fix ? 

Q2: Is this needs added in version 4.0 ? 

BR, Miroslav
-- 
View this message in context: 
http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31661517.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

[rt-users] attachments behaviour on ticket forward

[Raphaël MOUNEYRES]

hi everyone,
(on RT version 3.8.8, sending via smtp command)

when forwarding a ticket with several attachments, i have the following 
behaviour :
a zz.xls file is attached correctly as a xls file 
a xxx.TXT file is displayed in the body
a yyy.log (containing plain-text) file is attached as a yyy.dat file

theses are 3 differents things depending on the file type/extension.
what i want is to always attach the files with original filename/extension

where are the config option to setup attachments behaviour ?
I haven't found any revelant option in RT_SiteConfig / RT_Config files ... 
may it be in the linux smtp configuration ?

Thank you,
Raphaël
#
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divulguer, de les reproduire ou d'en utiliser de quelque manière que ce
soit le contenu. Si ce message vous a été transmis par erreur, merci d'en
informer l'expéditeur et de supprimer immédiatement de votre système
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notified that any dissemination, copying of this e-mail and any attachments
thereto or use of their contents by any means whatsoever is strictly
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Re: [rt-users] Attachments to email

[Joop]

Sory to bump this message.

Doesn't anyone have an opinion as to how RT should behave?

Regards,

Joop

[rt-users] Attachments to email

[Joop]

Hello All,

I'm faced with a problem that I haven't seen sofar. An application of 
ours sends an email from an Oracle database to our RT (3.8.2) install 
containing attachments. The filename in the Content-Disposition: 
attachment; field contains a name which is not compliant with the 
filesystem of the OS (Centos5).

See the below example:

---7D81B75CCC90D2974F7A1CBD
Content-Type: application/octet-stream
Content-Disposition: attachment; filename=F413529322/Test Janine en 
Miranda.doc

Content-Transfer-Encoding: base64


RT accepts the email and creates a ticket including the attachment but 
you can't get it out of the database anymore because the '/' isn't 
escaped or translated into something not harmful, same holds true for 
the spaces in the filename.
I googled for rfc and Content-Disposition: attachment; filename= which 
came up with RFC-2183 which mentions that the recieving end is 
responsible for sanitizing the filename part.


Did I found a bug or I'm  misinformed about  how the 
Content-Disposition: attachment; filename= should work?


Regards,

Joop

PS:
Compleet message is available if needed for testing.


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

Re: [rt-users] Attachments to email

[Joop]

As a follow up:

The URL in Ticket Metadata is:
http://rt3.mococo.nl:82/rt3/Ticket/Attachment/431330/279232/F1356386247%2Ftest%20%20print%20screen.doc
but clicking on it displays:
http://rt3.mococo.nl:82/rt3/Ticket/Attachment/431330/279232/F1356386247%2Ftest  
print screen.doc
Notice the escaped / but not the spaces and an error in my browser (FF 
3.6.10). Changing the %2F to / will give me a download dialog. Using IE6 
gives me an URL with all spaces escaped and the / escaped but same here, 
I need to edit %2f to / to get the document out or RT


Regards,

Joop


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

Re: [rt-users] Attachments missing in RESOLVED template

[Johan Sjöberg]

Do you want to change so that all resolve messages are sent to the requestor? 
In that case you can use http://wiki.bestpractical.com/view/ResolveSendsReply

/Johan

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Miroslav Horvath
Sent: den 14 september 2010 09:28
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Attachments missing in RESOLVED template


thanks, but this doesnt help. We don't want to teach 300 people, that when they 
need to send some file within Resolved, they have to change something.
And other thing, for RESOLVED template we have another text message as for 
REPLY. 
--
View this message in context: 
http://old.nabble.com/Attachments-missing-in-RESOLVED-template-tp29697019p29705877.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


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

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

[rt-users] attachments sent via email suddenly have video/x-flv content type

[Jon Tollerton]

 Suddenly some messages coming in via rt-mailgate are ending up with a 
content type of video/x-flv even though the files that are involved are 
.csv or .tiff files.
I unfortunately don't have access to the original messages any more and 
email passes through several MTAs before fetchmail delivers to a 
procmail rule that calls rt-mailgate, so there's lots of points where 
this could be happening.  The strange thing is that so far it appears to 
be spontaneous and nothing has changed in our environment.  It's 
happened from two different sources as well, but not all mail is 
triggering this.  Changing the ContentType of the problem entries in the 
Attachments table corrected these messages, but I'm expecting for this 
to continue to happen when new information comes in.
It doesn't look to me like rt-mailgate does anything with  the content 
type that's passed in the original email other than pass it along to RT, 
but my perl fluency leaves a lot to be desired.  At this point I'm just 
trying to figure out where it makes sense to try to increase logging and 
determine if this sounds at all familiar to anyone?


Thanks,
-Jon

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

[rt-users] Attachments missing in RESOLVED template

[Miroslav Horvath]

Hello

We have RT 3.8.4 running. Our users are missing the functionality, that when
they put ticket to RESOLVED, writing some info into message field, and
adding some attachments there, then the requestor receive the email but
WITHOUT attachment. 

How we can change this ? 

Currently we have to make REPLY (with that attachment) and then hitting
Resolve, but that's 2 steps with 2 emails to the requestor, which can be
done by only one. 

BR, Miroslav
-- 
View this message in context: 
http://old.nabble.com/Attachments-missing-in-RESOLVED-template-tp29697019p29697019.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


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

Re: [rt-users] Attachments missing in RESOLVED template

[Johan Sjöberg]

Hi.

Normally, the resolve is done as a comment, and the requestor only gets a 
notification that the ticket is resolved. If you want to do it in one step, you 
can click Reply, change status to resolved and add the information that you 
want to send to the requestor. Alternatively, you can click Resolve, and change 
the update type to Reply to requestors. You can probably change the default 
behavior some way, but I don't know how.

/Johan

 -Original Message-
 From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
 boun...@lists.bestpractical.com] On Behalf Of Miroslav Horvath
 Sent: den 13 september 2010 13:05
 To: rt-users@lists.bestpractical.com
 Subject: [rt-users] Attachments missing in RESOLVED template
 
 
 Hello
 
 We have RT 3.8.4 running. Our users are missing the functionality, that when
 they put ticket to RESOLVED, writing some info into message field, and
 adding some attachments there, then the requestor receive the email but
 WITHOUT attachment.
 
 How we can change this ?
 
 Currently we have to make REPLY (with that attachment) and then hitting
 Resolve, but that's 2 steps with 2 emails to the requestor, which can be
 done by only one.
 
 BR, Miroslav
 --
 View this message in context: http://old.nabble.com/Attachments-missing-
 in-RESOLVED-template-tp29697019p29697019.html
 Sent from the Request Tracker - User mailing list archive at Nabble.com.
 
 
 RT Training in Washington DC, USA on Oct 25  26 2010
 Last one this year -- Learn how to get the most out of RT!

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

[rt-users] Attachments on disk?

[Thierry Thelliez]

For some reasons, I need to give a direct (read) access to the tickets
attachments.

Browsing the email archive, I found some discussions about storing the
attachments 'onDisk'. This was in August 2007. Are there more thoughts
on that topic since?


Alternatively, before I reinvent the wheel, has someone written some
code to list all the attachments (on a web page for example)?


Thanks,
Thierry Thelliez

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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Re: [rt-users] Attachments on disk?

[Torsten Brumm]

Hi Thierry,
there is a addon bps wrote but it is not available public at the moment.
Hopefully Jesse will push it out some day.

Torsten

2010/4/29 Thierry Thelliez thierry.thelliez.t...@gmail.com

 For some reasons, I need to give a direct (read) access to the tickets
 attachments.

 Browsing the email archive, I found some discussions about storing the
 attachments 'onDisk'. This was in August 2007. Are there more thoughts
 on that topic since?


 Alternatively, before I reinvent the wheel, has someone written some
 code to list all the attachments (on a web page for example)?


 Thanks,
 Thierry Thelliez

 Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
 Buy a copy at http://rtbook.bestpractical.com




-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

[rt-users] Attachments not being sent, RT3.6

[Coco, Alex]

OK,

 

I'm having trouble with outbound correspondences from RT not including
attachments.   The correspondence in the web interface shows:

 

Tue Oct 13 12:36:59 2009

acoco - Correspondence added 

 [Reply
http://rt.i2c.com/Ticket/Update.html?id=4911QuoteTransaction=6620Acti
on=Respond ] [Comment
http://rt.i2c.com/Ticket/Update.html?id=4911QuoteTransaction=6620Acti
on=Comment ]



 



Download (untitled) http://rt.i2c.com/Ticket/Attachment/6620/4092/
[text/plain 270b] 

On Tue Oct 13 11:07:05 2009, acoco wrote:

 On Tue Oct 13 10:53:43 2009, acoco wrote:

  On Tue Oct 13 10:11:28 2009, acoco wrote:

   new attachment. server restart. DB longblob fix. work?

  
  maybe this time with overlay hack?

 
 Install Encode::Guess fix?



 



 



Download Attach this.txt
http://rt.i2c.com/Ticket/Attachment/6620/4095/Attach%20this.txt
[text/plain 20b] 

Does this need data?

 

 

But the Outgoing email record shows:

 

Subject: [Support #4911] attachment test 

From: Partner Diligence Support pdsupp...@partnerdiligence.com

Reply-To: r...@i2c.com

In-Reply-To: rt-3.6.7-29475-1255446425-1580.4911-...@rt.i2c.com

References: rt-ticket-4...@rt.i2c.com
976eb4120910130601k2084e41aw447b88414e8a0...@mail.gmail.com
rt-3.6.7-5274-1255443088-1726.4911-...@rt.i2c.com
rt-3.6.7-29768-1255445623-299.4911-...@rt.i2c.com
rt-3.6.7-29475-1255446425-1580.4911-...@rt.i2c.com

Message-ID: rt-3.6.7-8071-1255451819-505.4911-...@rt.i2c.com

Precedence: bulk

X-RT-Loop-Prevention: Support

RT-Ticket: Support #4911

Managed-by: RT 3.6.7 (http://www.bestpractical.com/rt/)

RT-Originator: ac...@i2c.com

To: alexgc...@gmail.com

MIME-Version: 1.0

Content-Transfer-Encoding: 8bit

Content-Type: text/plain; charset=utf-8

X-RT-Original-Encoding: utf-8

Date: Tue, 13 Oct 2009 12:37:00 -0400

 

 

On Tue Oct 13 11:07:05 2009, acoco wrote:

 On Tue Oct 13 10:53:43 2009, acoco wrote:

  On Tue Oct 13 10:11:28 2009, acoco wrote:

   new attachment. server restart. DB longblob fix. work?

  

  maybe this time with overlay hack?

 

 Install Encode::Guess fix?

 

 

In googling the problem it was suggested that changing the Content
column of the Attachments table from longtext to longblob would correct
the problem, which I did.  I also reinstalled the perl module 'Encode'
as there were errors regarding that module in the log.  I also read a
previous post suggesting a patch to Attachment_Overlay.pm and Web.pm,
however on inspection of those files it appears the code was already
patched.  Has anyone else encountered this problem with RT3.6, on Debian
5.0.3, apache 2.2.9, perl 5.10.0.  

 

Any advice greatly appreciated.

 

 

-alex

 

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[rt-users] Attachments; a different MIME type?

[Eric Horne]

Hmm, lemme try this a third time.. I would really appreciate some help.

Basically, images and PDFs that are attached to requests or added as
attachments later through the web interface are stored and retrieved
without any issues. Any other type: zip files, office documents, etc,
get stored in the Attachments table as text/plain whether
they are added via e-mail request or via the web interface.

Why is the content type not being identified or recorded correctly in
the database? Where should I look to debug this problem further? That
charset=utf-8 looks suspicious... I *think* I've done all the upgrades
properly... ran the upgrade schema script...

I'm on perl 5.10.0.x, Mysql 5.0.84, rt 3.8.2

Thanks for any help you folks can give!

-Eric


Here is a sample entry from the Header column in the Attachments table
with an office document.

MIME-Version: 1.0
Subject: Checklist_for_Booster_Application.doc
X-Mailer: MIME-tools 5.427 (Entity 5.427)
Content-Type: text/plain;
charset=utf-8;
name=Checklist_for_Booster_Application.doc
Content-Disposition: inline;
filename=Checklist_for_Booster_Application.doc
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: utf-8
Content-Length: 35778

Here is one for a PDF file that I added to that same ticket mere moments
earlier.

MIME-Version: 1.0
Subject: 2009 Home School Flyer.pdf
X-Mailer: MIME-tools 5.427 (Entity 5.427)
Content-Type: application/pdf; name=2009 Home School Flyer.pdf
Content-Disposition: inline; filename=2009 Home School Flyer.pdf
Content-Transfer-Encoding: base64
Content-Length: 988569



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Re: [rt-users] Attachments; a different MIME type?

[Emmanuel Lacour]

On Thu, Sep 24, 2009 at 04:48:56PM -0700, Eric Horne wrote:
 Hmm, lemme try this a third time.. I would really appreciate some help.
 

Can you tell us which is your browser name/version and also send a
sample file that trigger this problem?

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Re: [rt-users] Attachments missing in RESOLVE email

[Miroslav Horvath]

Ken, I'm interresting for the code you've mentioned. Could you or somebody
else write me here that code or some similar, which will steal the
attachment from last comment and then I can use it in Resolve template, so
the Attachments which were put into ticket under Resolved phase will be
available in the email from Resolved Template ?



Ken Crocker wrote:
 
 Kevin,
 
 Correct. In fact, I put replied to an email like this awhile back with 
 some code we wrote for a new Resolve template that includes code to 
 include the last comment in the Email body.
 
 Kenn
 LBNL
 
 On 8/6/2009 9:46 AM, Kevin Falcone wrote:
 On Sat, Aug 01, 2009 at 12:38:04AM -0700, Miroslav Horvath wrote:
   
 gyus, you've started the discussion about something else. 

 I've noticed, that in the Resolve email the attachments are not sent
 out.
 For example:

 I'm working on some ticket, and found some solution for the issue, that
 some
 .EXE patch must be applied. So I go to ticket, click on RESOLVE and put
 into
 attachment that .EXE patch file. And will write, that issue was resolved
 and
 the user must apply locally the patch which is attached in the
 resolution
 email. 

 But in the resolution email which user received the attachment wasn't.
 Is
 there some workaround how to have attachment in it  ?
 

 Miroslav

 The 'On Resolve' Scrip runs as a separate transaction, it runs during
 the resolve, not during the comment, so there are no attachments to
 send.  You either need to steal some of the code linked from previous
 posts to look for the previous transaction's attachments or disable
 this script and change RT to send Correspondence rather than Comments
 when a ticket is resolved, and then RT-Attach will work

 -kevin
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Re: [rt-users] Attachments missing in RESOLVE email

[Kevin Falcone]

On Sat, Aug 01, 2009 at 12:38:04AM -0700, Miroslav Horvath wrote:
 
 gyus, you've started the discussion about something else. 
 
 I've noticed, that in the Resolve email the attachments are not sent out.
 For example:
 
 I'm working on some ticket, and found some solution for the issue, that some
 .EXE patch must be applied. So I go to ticket, click on RESOLVE and put into
 attachment that .EXE patch file. And will write, that issue was resolved and
 the user must apply locally the patch which is attached in the resolution
 email. 
 
 But in the resolution email which user received the attachment wasn't. Is
 there some workaround how to have attachment in it  ?

Miroslav

The 'On Resolve' Scrip runs as a separate transaction, it runs during
the resolve, not during the comment, so there are no attachments to
send.  You either need to steal some of the code linked from previous
posts to look for the previous transaction's attachments or disable
this script and change RT to send Correspondence rather than Comments
when a ticket is resolved, and then RT-Attach will work

-kevin
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Re: [rt-users] Attachments missing in RESOLVE email

[Ken Crocker]

Kevin,

Correct. In fact, I put replied to an email like this awhile back with 
some code we wrote for a new Resolve template that includes code to 
include the last comment in the Email body.


Kenn
LBNL

On 8/6/2009 9:46 AM, Kevin Falcone wrote:

On Sat, Aug 01, 2009 at 12:38:04AM -0700, Miroslav Horvath wrote:
  
gyus, you've started the discussion about something else. 


I've noticed, that in the Resolve email the attachments are not sent out.
For example:

I'm working on some ticket, and found some solution for the issue, that some
.EXE patch must be applied. So I go to ticket, click on RESOLVE and put into
attachment that .EXE patch file. And will write, that issue was resolved and
the user must apply locally the patch which is attached in the resolution
email. 


But in the resolution email which user received the attachment wasn't. Is
there some workaround how to have attachment in it  ?



Miroslav

The 'On Resolve' Scrip runs as a separate transaction, it runs during
the resolve, not during the comment, so there are no attachments to
send.  You either need to steal some of the code linked from previous
posts to look for the previous transaction's attachments or disable
this script and change RT to send Correspondence rather than Comments
when a ticket is resolved, and then RT-Attach will work

-kevin
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Re: [rt-users] Attachments missing in RESOLVE email

[Miroslav Horvath]

gyus, you've started the discussion about something else. 

I've noticed, that in the Resolve email the attachments are not sent out.
For example:

I'm working on some ticket, and found some solution for the issue, that some
.EXE patch must be applied. So I go to ticket, click on RESOLVE and put into
attachment that .EXE patch file. And will write, that issue was resolved and
the user must apply locally the patch which is attached in the resolution
email. 

But in the resolution email which user received the attachment wasn't. Is
there some workaround how to have attachment in it  ?
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[rt-users] Attachments missing in RESOLVE email

[Miroslav Horvath]

Hello 

We have started using RT 3.8.4. and we found a problem with sending
attachments within Resolved email. 

The template for RESOLVED starts with this: 

Subject: Resolved: {$Ticket-Subject} 
RT-Attach-Message: yes 

when some agent works on ticket, and click on Resolve, he puts some comments
and add attachment to that, and finish it, end user receive email but
without that attachment. 

We had same problem in RT 3.2.3 . 

btw.: Through the Reply sending attachment works fine, but throught
Resolve it doesnt. 

Do we need to set up something ? 

RT is running on: 
OS-Fedora CORE Linux $hostname 2.6.26.8-57.fc8 #1 SMP Thu Dec 18 18:59:49
EST 2008 x86_64 x86_64 x86_64 GNU/Linux 
DB-mysql Ver 14.12 Distrib 5.0.45, for redhat-linux-gnu (x86_64) using
readline 5.0 

BR, Miroslav 

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Re: [rt-users] Attachments missing in RESOLVE email

[william . graboyes]

Hi Miroslav,

That is expected behaviour. 

When one clicks on resolve, it takes them to comment, not reply (correspond), 
by default comments only go to admincc.

Thanks,
Bill
--Original Message--
From: Miroslav Horvath
Sender: rt-users-boun...@lists.bestpractical.com
To: rt-users@lists.bestpractical.com
Subject: [rt-users]  Attachments missing in RESOLVE email
Sent: Jul 30, 2009 1:28 AM


Hello 

We have started using RT 3.8.4. and we found a problem with sending
attachments within Resolved email. 

The template for RESOLVED starts with this: 

Subject: Resolved: {$Ticket-Subject} 
RT-Attach-Message: yes 

when some agent works on ticket, and click on Resolve, he puts some comments
and add attachment to that, and finish it, end user receive email but
without that attachment. 

We had same problem in RT 3.2.3 . 

btw.: Through the Reply sending attachment works fine, but throught
Resolve it doesnt. 

Do we need to set up something ? 

RT is running on: 
OS-Fedora CORE Linux $hostname 2.6.26.8-57.fc8 #1 SMP Thu Dec 18 18:59:49
EST 2008 x86_64 x86_64 x86_64 GNU/Linux 
DB-mysql Ver 14.12 Distrib 5.0.45, for redhat-linux-gnu (x86_64) using
readline 5.0 

BR, Miroslav 

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Re: [rt-users] Attachments missing in RESOLVE email

[William Graboyes]

Miroslav,

Yes, just need to select Reply to Requestors from the Update Type:
Field.

Thanks,
Bill Graboyes

On Thu, Jul 30, 2009 at 10:02 AM, Miroslav Horvath aveng...@atlas.skwrote:


 So is there some way how to have attachments in RESOLVE email ?
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Re: [rt-users] Attachments missing in RESOLVE email

[Ken Crocker]

Miroslav  William,

I prefer to NOT change RT code if I can get away with it. We like our 
comments included on a resolved ticket, so we just created a scrip to 
send out an Email using our version of the resolved template. In our 
version, we capture the last comment and put it in the Email. That way 
we override RT's normal procedure of not sending out comments in Email 
AND we don't have to change the RT code. Just a thought.


Kenn
LBNL

On 7/30/2009 10:26 AM, William Graboyes wrote:

Miroslav,

Yes, just need to select Reply to Requestors from the Update Type: 
Field.


Thanks,
Bill Graboyes

On Thu, Jul 30, 2009 at 10:02 AM, Miroslav Horvath aveng...@atlas.sk 
mailto:aveng...@atlas.sk wrote:



So is there some way how to have attachments in RESOLVE email ?
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Re: [rt-users] Attachments missing in RESOLVE email

[Ken Crocker]

Jo Rhett,

Sure. My mistake,  it's just a template. Here it is:

Subject: Request Titled: {$Ticket-Subject} has been Resolved!

This ticket has been resolved. DO NOT REPLY to this message!
-
TICKET INFORMATION:
Queue  : {$Ticket-QueueObj-Name}
Number : {$Ticket-Id}
Subject: {$Ticket-Subject}
Priority is: {$Ticket-Priority}
Requestor  : {$Ticket-Requestors-UserMembersObj-First-Name}
Created  by: {$Ticket-CreatorObj-Name}
Created  on: {substr($Ticket-Created, 0, 10)}
Ownedby: {$Ticket-OwnerObj-Name}
Development Started on: {substr($Ticket-Started, 0, 10)}
-
Description of Issue:
{$Ticket-FirstCustomFieldValue('Description')}

-
Resolution comment:
{
 my $Resolution_Comment;
 my $Transactions;
 my $CommentObj;

 $Transactions = $Ticket-Transactions;
 $Transactions-Limit( FIELD = 'Type', VALUE = 'Comment' );
 $Transactions-OrderByCols(
 { FIELD = 'Created',  ORDER = 'DESC' },
 { FIELD = 'id', ORDER = 'DESC' },
 );

 $CommentObj = $Transactions-First;

 if  ($CommentObj  $CommentObj-id)
 {
  $Resolution_Comment = $CommentObj-Content;
 }
 else
 {
  $Resolution_Comment = No comment.
 }

 return $Resolution_Comment;
}
-
To view ticket information, enter URL:

   {$RT::WebURL}Ticket/Display.html?id={$Ticket-id}

You'll probably notice that our method of getting people to stop 
replying to the Resolved notification was to tell them not to in 
capitol letters! ha! Really a high-tech method ;-). Anyway, it works for us.


Kenn
LBNL

On 7/30/2009 11:37 AM, Jo Rhett wrote:
Ken, care to share that scrip?  Or better yet put it in the wiki since 
it's FA?


On Jul 30, 2009, at 11:26 AM, Ken Crocker wrote:


Miroslav  William,

I prefer to NOT change RT code if I can get away with it. We like our 
comments included on a resolved ticket, so we just created a scrip 
to send out an Email using our version of the resolved template. In 
our version, we capture the last comment and put it in the Email. 
That way we override RT's normal procedure of not sending out 
comments in Email AND we don't have to change the RT code. Just a 
thought.


Kenn
LBNL

On 7/30/2009 10:26 AM, William Graboyes wrote:

Miroslav,

Yes, just need to select Reply to Requestors from the Update 
Type: Field.


Thanks,
Bill Graboyes

On Thu, Jul 30, 2009 at 10:02 AM, Miroslav Horvath 
aveng...@atlas.sk mailto:aveng...@atlas.sk wrote:



So is there some way how to have attachments in RESOLVE email ?
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--
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source 
and other randomness


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[rt-users] Attachments: error 404 with single quotes in filename

[Bernhard Hansbauer]

Hello,
I have recently posted an error with some attachments that can't be 
shown and produce a 404 error.

I have found that this problem comes up when the filename of the 
attachment contains a single quote, which is not translated into a 
proper URL and thus creates an invalid link.
As workaround, I have told our users to simply cut off the file name 
after the Transaction ID in the browser, for example to replace

https://rt.example.com/Ticket/Attachment/5475720/2674832/carte%20d%26%2339%3Bidentit%C3%A9e.doc
(the link created by an attachment called carte d'identitée.doc)
by:
https://rt.example.com/Ticket/Attachment/5475720/2674832/

The attachment will then be shown.
How can this be fixed? Any idea?

Thank you  regards
Bernhard
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[rt-users] Attachments table constantly fragmenting

[Rob Munsch]

Hello,

I've been using the mysqltuner script to check up on things, tune mem use to
our resources, etc.  One thing remains consistent:  no matter what i have
things set to, within a few hours of restart or full stop / start (at most),
the Attachments table becomes fragmented.  Here's the most recent report,
and i realize it's only a few hours since last restart:

 General Statistics
--
[--] Skipped version check for MySQLTuner script
[OK] Currently running supported MySQL version 5.0.51a-3ubuntu5.1-log
[OK] Operating on 64-bit architecture

 Storage Engine Statistics
---
[--] Status: +Archive -BDB -Federated +InnoDB -ISAM -NDBCluster
[--] Data in MyISAM tables: 6M (Tables: 15)
[--] Data in InnoDB tables: 453M (Tables: 86)
[!!] Total fragmented tables: 1

 Performance Metrics
-
[--] Up for: 3h 9m 37s (29K q [2.583 qps], 157 conn, TX: 56M, RX: 5M)
[--] Reads / Writes: 64% / 36%
[--] Total buffers: 1.8G global + 2.6M per thread (100 max threads)
[OK] Maximum possible memory usage: 2.0G (25% of installed RAM)
[OK] Slow queries: 0% (275/29K)
[OK] Highest usage of available connections: 14% (14/100)
[OK] Key buffer size / total MyISAM indexes: 512.0M/489.4M
[!!] Key buffer hit rate: 37.8% (386 cached / 240 reads)
[OK] Query cache efficiency: 59.0% (13K cached / 23K selects)
[OK] Query cache prunes per day: 0
[OK] Sorts requiring temporary tables: 0% (2 temp sorts / 695 sorts)
[!!] Temporary tables created on disk: 38% (366 on disk / 960 total)
[OK] Thread cache hit rate: 91% (14 created / 157 connections)
[OK] Table cache hit rate: 95% (120 open / 126 opened)
[OK] Open file limit used: 3% (67/2K)
[OK] Table locks acquired immediately: 100% (17K immediate / 17K locks)
[OK] InnoDB data size / buffer pool: 453.2M/512.0M

 Recommendations
-
General recommendations:
   Run OPTIMIZE TABLE to defragment tables for better performance
   MySQL started within last 24 hours - recommendations may be inaccurate
   Temporary table size is already large - reduce result set size
   Reduce your SELECT DISTINCT queries without LIMIT clauses

CPU's a quad-core Xeon, there's 8GB of phys RAM, and the disks are 10k SAS
in hardware RAID-1.
Even when used after the 24hr minimum (or 3 days, or 8 days), three things
remain: a fragmented table which always turns out to be attachments; the Key
Buffer Hit Rate; and the temp tables on disk stat.  I don't fully understand
the latter two and haven't figured it out yet by online docs and commentary,
but i get the impression it's the nature of our DB structure and queries
used.

Important note about that - the MySQL server on this box is hosting two
DBs.  rt3 is one, but an internal DB we use for mumble mumble is also on the
box.  I'm not sure if that custom-written DB and its UI used across the
office by all employees is the reason for the key buffer / temp table
alerts; the programmer for that one is working on the two recommendations of
reducing result sets (may not be possible) and making sure there are LIMITs
on his queries wherever possible.

Should I be worried about the constantly-fragmenting Attachments table?  Can
i get more fine-grained info about it from within MySQL?

Thanks,
Rob

-- 
/chown -R us:us /yourbase
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Re: [rt-users] Attachments table constantly fragmenting

[Tom Lahti]

 [!!] Total fragmented tables: 1
 [--] Reads / Writes: 64% / 36%

Fragmentation is normal, especially with that read/write ratio.  It doesn't
necessarily indicate a problem.  You can periodically optimize the
fragmented tables to improve performance, if performance becomes an issue,
which should only be if RT does large ranges on primary keys or full table
scans (naughty!).  Otherwise, I'd ignore it.

-- 
-- 
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- 
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[rt-users] Attachments not working on RT 3.8.1

[Yvo van Doorn]

Hey everyone,

I recently upgraded our RT installation from 3.8 to 3.8.1. In the
process it seems that attachments have stopped working. When you click
on an attachment in the Web UI it will show the URL to the attachment
(for example: 
http://rt.corp.cmates.com/Ticket/Attachment/957954/719224/IMG_0014.JPG).
The ticket does show the correct size of attachment, it just simply
won't show it.

Here is the show create table for my Attachments table:
| Attachments | CREATE TABLE `Attachments` (
  `id` int(11) NOT NULL auto_increment,
  `TransactionId` int(11) NOT NULL default '0',
  `Parent` int(11) NOT NULL default '0',
  `MessageId` varchar(160) default NULL,
  `Subject` varchar(255) default NULL,
  `Filename` varchar(255) default NULL,
  `ContentType` varchar(80) default NULL,
  `ContentEncoding` varchar(80) default NULL,
  `Content` longtext,
  `Headers` longtext,
  `Creator` int(11) NOT NULL default '0',
  `Created` datetime default NULL,
  PRIMARY KEY  (`id`),
  KEY `Attachments2` (`TransactionId`),
  KEY `Attachments3` (`Parent`,`TransactionId`)
) ENGINE=InnoDB AUTO_INCREMENT=719222 DEFAULT CHARSET=latin1 |

When I do a SELECT * FROM `Attachments` WHERE `id` =719224;
It shows the binary blob and what not so the attachment is stored in the db.

Any idea on what the issue could be?
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Re: [rt-users] Attachments not working on RT 3.8.1

[Ruslan Zakirov]

You've missed important upgrade step! Read UPGRADING.mysql.

On Tue, Sep 2, 2008 at 10:09 PM, Yvo van Doorn [EMAIL PROTECTED] wrote:
 Hey everyone,

 I recently upgraded our RT installation from 3.8 to 3.8.1. In the
 process it seems that attachments have stopped working. When you click
 on an attachment in the Web UI it will show the URL to the attachment
 (for example: 
 http://rt.corp.cmates.com/Ticket/Attachment/957954/719224/IMG_0014.JPG).
 The ticket does show the correct size of attachment, it just simply
 won't show it.

 Here is the show create table for my Attachments table:
 | Attachments | CREATE TABLE `Attachments` (
  `id` int(11) NOT NULL auto_increment,
  `TransactionId` int(11) NOT NULL default '0',
  `Parent` int(11) NOT NULL default '0',
  `MessageId` varchar(160) default NULL,
  `Subject` varchar(255) default NULL,
  `Filename` varchar(255) default NULL,
  `ContentType` varchar(80) default NULL,
  `ContentEncoding` varchar(80) default NULL,
  `Content` longtext,
  `Headers` longtext,
  `Creator` int(11) NOT NULL default '0',
  `Created` datetime default NULL,
  PRIMARY KEY  (`id`),
  KEY `Attachments2` (`TransactionId`),
  KEY `Attachments3` (`Parent`,`TransactionId`)
 ) ENGINE=InnoDB AUTO_INCREMENT=719222 DEFAULT CHARSET=latin1 |

 When I do a SELECT * FROM `Attachments` WHERE `id` =719224;
 It shows the binary blob and what not so the attachment is stored in the db.

 Any idea on what the issue could be?
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[rt-users] Attachments not included in tickets?

[Juan Mas]

When new tickets are being created with an image attachment, the
attachments are not in the ticket.  I see the attachment referenced
under Attachments in the display but I cant actually see them.  Anyone
have any ideas?  I am using 3.6.6 on Gentoo.

-- 
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Re: [rt-users] Attachments over a few hundred KB not working

[Drew Barnes]

Check your max_allowed_packet variable in my.cnf

Sevan / Venture37 wrote:
 the only thing that appears in the apache error log is:
 [Sun Feb  3 05:46:56 2008] [crit]: Transaction not committed. Usually 
 indicates a software fault.Data loss may have occurred 
 (/usr/local/rt3/lib/RT/Interface/Web/Handler.pm:195)


 This is on a fresh install of FreeBSD 7.0-RC1  RT 3.63 from ports using 
 mysql  apache 1.3


 Sevan / Venture37
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Re: [rt-users] Attachments over a few hundred KB not working

[Leonid Mamchenkov]

Hi,

On Feb 3, 2008 7:54 AM, Sevan / Venture37 [EMAIL PROTECTED] wrote:
 the only thing that appears in the apache error log is:
 [Sun Feb  3 05:46:56 2008] [crit]: Transaction not committed. Usually 
 indicates a software fault.Data loss may have occurred 
 (/usr/local/rt3/lib/RT/Interface/Web/Handler.pm:195)


 This is on a fresh install of FreeBSD 7.0-RC1  RT 3.63 from ports using 
 mysql  apache 1.3

I recently had a somewhat similar problem, which was mostly affecting
MSIE users of RT.  This discussion helped to  solve the problem:
http://www.gossamer-threads.com/lists/rt/users/55296

-- 
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[rt-users] Attachments over a few hundred KB not working

[Sevan / Venture37]

the only thing that appears in the apache error log is:
[Sun Feb  3 05:46:56 2008] [crit]: Transaction not committed. Usually indicates 
a software fault.Data loss may have occurred 
(/usr/local/rt3/lib/RT/Interface/Web/Handler.pm:195)


This is on a fresh install of FreeBSD 7.0-RC1  RT 3.63 from ports using mysql 
 apache 1.3


Sevan / Venture37
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[rt-users] Attachments aren't attaching

[Jared Hanks]

Hello,
 
I'm having some issues trying to attach a .doc attachment that is 4MB.  I have 
the following set in my RT Config:
 
RT::VERSION 3.6.1
RT::MaxAttachmentSize 1000
 
The above setting is 10MB, so I'm not quite sure why it would not be allowed to 
attach.  Is there another place I need to check for attachment size?
 
Any help is greatly appreciated.
 
Thanks,
Jared
 

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Re: [rt-users] Attachments aren't attaching

[Mike Peachey]

It's worth checking your apache config.
--
Kind Regards,

___

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Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
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Confidential
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Jared Hanks wrote:
 Hello,
  
 I'm having some issues trying to attach a .doc attachment that is 4MB.  
 I have the following set in my RT Config:
  
 RT::VERSION 3.6.1
 RT::MaxAttachmentSize 1000
  
 The above setting is 10MB, so I'm not quite sure why it would not be 
 allowed to attach.  Is there another place I need to check for 
 attachment size?
  
 Any help is greatly appreciated.
  
 Thanks,
 Jared
  
 
 
 
 Helping your favorite cause is as easy as instant messaging. You IM, we 
 give. Learn more. 
 http://im.live.com/Messenger/IM/Home/?source=text_hotmail_join
 
 
 
 
 ___
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Re: [rt-users] Attachments aren't attaching

[Drew Barnes]

check the max_packet_size (or whatever it is) in my.cnf if you are using 
mysql?

Jared Hanks wrote:
 Hello,
  
 I'm having some issues trying to attach a .doc attachment that is 
 4MB.  I have the following set in my RT Config:
  
 RT::VERSION 3.6.1
 RT::MaxAttachmentSize 1000
  
 The above setting is 10MB, so I'm not quite sure why it would not be 
 allowed to attach.  Is there another place I need to check for 
 attachment size?
  
 Any help is greatly appreciated.
  
 Thanks,
 Jared
  


 
 Helping your favorite cause is as easy as instant messaging. You IM, 
 we give. Learn more. 
 http://im.live.com/Messenger/IM/Home/?source=text_hotmail_join
 

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Re: [rt-users] Attachments aren't attaching

[Kenneth Crocker]

Jared,


Is there a limit on the browser you use for WebUI? Do you have any 
limitations using Apache?


Kenn
LBNL

On 1/30/2008 10:04 AM, Jared Hanks wrote:
 Hello,
  
 I'm having some issues trying to attach a .doc attachment that is 4MB.  
 I have the following set in my RT Config:
  
 RT::VERSION 3.6.1
 RT::MaxAttachmentSize 1000
  
 The above setting is 10MB, so I'm not quite sure why it would not be 
 allowed to attach.  Is there another place I need to check for 
 attachment size?
  
 Any help is greatly appreciated.
  
 Thanks,
 Jared
  
 
 
 
 Helping your favorite cause is as easy as instant messaging. You IM, we 
 give. Learn more. 
 http://im.live.com/Messenger/IM/Home/?source=text_hotmail_join
 
 
 
 
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Re: [rt-users] Attachments aren't attaching

[Jared Hanks]

Thanks for the info.  It was actually in the MySql conf file (/etc/my.cnf).  I 
added the following line under the [mysqld] section:
 
max_allowed_packet=10M
 
I was then able to attach a message  1MB.
 



 Date: Wed, 30 Jan 2008 18:38:10 + From: [EMAIL PROTECTED] To: [EMAIL 
 PROTECTED] CC: rt-users@lists.bestpractical.com Subject: Re: [rt-users] 
 Attachments aren't attaching  It's worth checking your apache config. -- 
 Kind Regards,  ___  Mike 
 Peachey, IT Tel: +44 (0) 114 281 2655 Fax: +44 (0) 114 281 2951 Jennic 
 Ltd, Furnival Street, Sheffield, S1 4QT, UK http://www.jennic.com 
 Confidential ___  Jared 
 Hanks wrote:  Hello,I'm having some issues trying to attach a .doc 
 attachment that is 4MB.   I have the following set in my RT Config:
 RT::VERSION 3.6.1  RT::MaxAttachmentSize 1000The above setting 
 is 10MB, so I'm not quite sure why it would not be   allowed to attach. Is 
 there another place I need to check for   attachment size?Any help 
 is greatly appreciated.Thanks,  Jared
   
 Helping your favorite cause is as easy as instant messaging. You IM, we   
 give. Learn more.   
 http://im.live.com/Messenger/IM/Home/?source=text_hotmail_join  
    
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RE: [rt-users] Attachments on reply

[Holger Haase]

 Hi David,

this did not the trick, the attachment is stored in the ticket
But not send out per mail.
My resolve template:
-
Subject: Resolved: {$Ticket-Subject}

RT-Attach-Message: yes

According to our records, your request has been resolved. If you have any
further questions or concerns, please respond to this message.
--

My correspondence template:
--
X-RT-Queue: {$Ticket-QueueObj-Name}

RT-Attach-Message: yes

[{$rtname} #{$Ticket-id()}]
Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket-id} 

{$Transaction-Content()}



Regards Holger.

-Ursprüngliche Nachricht-
Von: David Hobley [mailto:[EMAIL PROTECTED] 
Gesendet: Dienstag, 4. Dezember 2007 23:44
An: Holger Haase
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Attachments on reply

Holger,

In the template you use for the messages, you need to include:

RT-Attach-Message: yes

to ensure that Attachments get sent.

Cheers,
David
On 05/12/2007, at 3:07 AM, Holger Haase wrote:

 Is there anybody out there wha can tell me a solution.
 Why are attachments that I add to a reply or when resolving a ticket 
 in the WebUI are not send out by mail? We need this.
 Regards
 Holger.

 --

 Message: 3
 Date: Sun, 2 Dec 2007 10:08:03 +0100
 From: Holger Haase [EMAIL PROTECTED]
 Subject: [rt-users] Attachments on reply
 To: rt-users@lists.bestpractical.com
 Message-ID:
   
 [EMAIL PROTECTED]
 Content-Type: text/plain; charset=utf-8

 Hi all,

 Is there any way forwarding attachments when replying in addition to 
 store them in the ticket?
 I use RT3.4.6

 Thanks in advance,
 Holger.
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AW: [rt-users] Attachments on reply

[Holger Haase]

 Hey, 
Many thanks, this fixed it. :-)

Thanks and best regards,
Holger.

-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Dirk Pape
Gesendet: Mittwoch, 5. Dezember 2007 11:14
An: rt-users@lists.bestpractical.com
Betreff: RE: [rt-users] Attachments on reply

Hello,

--Am 5. Dezember 2007 10:18:05 +0100 schrieb Holger Haase
[EMAIL PROTECTED]:

 this did not the trick, the attachment is stored in the ticket But not 
 send out per mail.
 My resolve template:
 -
 Subject: Resolved: {$Ticket-Subject}

 RT-Attach-Message: yes

 According to our records, your request has been resolved. If you have 
 any further questions or concerns, please respond to this message.
 --

you must not have a blank line between the subject: header and the
RT-Attach-Message: header, hence your template should look

-
Subject: Resolved: {$Ticket-Subject}
RT-Attach-Message: yes

According to our records, your request has been resolved. If you have any 
further questions or concerns, please respond to this message.
--

Dirk.

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Re: [rt-users] Attachments on reply

[Jesse Vincent]

On Wed, Dec 05, 2007 at 10:18:05AM +0100, Holger Haase wrote:
  Hi David,
 
 this did not the trick, the attachment is stored in the ticket
 But not send out per mail.
 My resolve template:
 -
 Subject: Resolved: {$Ticket-Subject}
 
 RT-Attach-Message: yes
 
 According to our records, your request has been resolved. If you have any
 further questions or concerns, please respond to this message.
 --


I don't think you want that extra blank line between Subject and
RT-Attach-Message


-jesse
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RE: [rt-users] Attachments on reply

[Dirk Pape]

Hello,

--Am 5. Dezember 2007 10:18:05 +0100 schrieb Holger Haase 
[EMAIL PROTECTED]:



this did not the trick, the attachment is stored in the ticket
But not send out per mail.
My resolve template:
-
Subject: Resolved: {$Ticket-Subject}

RT-Attach-Message: yes

According to our records, your request has been resolved. If you have any
further questions or concerns, please respond to this message.
--


you must not have a blank line between the subject: header and the 
RT-Attach-Message: header, hence your template should look


-
Subject: Resolved: {$Ticket-Subject}
RT-Attach-Message: yes

According to our records, your request has been resolved. If you have any
further questions or concerns, please respond to this message.
--

Dirk.

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Re: [rt-users] Attachments on reply

[Kenneth Crocker]

Holger,


	We are using 3.4.4 in production and the email with attachments works 
fine. So, I have a couple questions for you;

 1) is the email itself going out and only the attachment is not or
 2) is no email at all going out?

Kenn
LBNL

On 12/4/2007 9:08 AM, Holger Haase wrote:
 


-Ursprüngliche Nachricht-
Von: Holger Haase 
Gesendet: Dienstag, 4. Dezember 2007 18:08

An: 'rt-users@lists.bestpractical.com'
Betreff: Attachments on reply

Is there anybody out there wha can tell me a solution.
Why are attachments that I add to a reply or when resolving a ticket in the 
WebUI are not send out by mail? We need this.
Regards
 Holger. 


--

Message: 3
Date: Sun, 2 Dec 2007 10:08:03 +0100
From: Holger Haase [EMAIL PROTECTED]
Subject: [rt-users] Attachments on reply
To: rt-users@lists.bestpractical.com
Message-ID:
[EMAIL PROTECTED]
Content-Type: text/plain; charset=utf-8

Hi all,

Is there any way forwarding attachments when replying in addition to store them 
in the ticket?
I use RT3.4.6

Thanks in advance,
Holger.
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Re: [rt-users] Attachments on reply

[David Hobley]

Holger,

In the template you use for the messages, you need to include:

RT-Attach-Message: yes

to ensure that Attachments get sent.

Cheers,
David
On 05/12/2007, at 3:07 AM, Holger Haase wrote:


Is there anybody out there wha can tell me a solution.
Why are attachments that I add to a reply or when resolving a ticket  
in

the
WebUI are not send out by mail? We need this.
Regards
Holger.

--

Message: 3
Date: Sun, 2 Dec 2007 10:08:03 +0100
From: Holger Haase [EMAIL PROTECTED]
Subject: [rt-users] Attachments on reply
To: rt-users@lists.bestpractical.com
Message-ID:

[EMAIL PROTECTED]
Content-Type: text/plain; charset=utf-8

Hi all,

Is there any way forwarding attachments when replying in addition to
store them in the ticket?
I use RT3.4.6

Thanks in advance,
Holger.
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[rt-users] Attachments on reply

[Holger Haase]

Hi all,

Is there any way forwarding attachments when replying in addition to store them 
in the ticket?
I use RT3.4.6

Thanks in advance,
Holger.
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[rt-users] attachments on reply

[Holger Haase]

Hi all,

Is there any way forwarding attachments when replying in addition to store them 
in the ticket?
I use RT3.4.6

Thanks in advance,
___
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[rt-users] Attachments - size limitations?

[Paul Goffin]

Hi,

I'm having problems with my Fedora 7, RT 3.6.3 system and large 
attachments.

I've increased the max_allowed_packet value for mysql and I can now 
receive very
large emails (6MB) without attachments or normal emails with attachments 
of
a few 10s of K but larger attachments don't make it - I get EX_TEMPFAIL
from rt-mailgate.

Running rt-mailgate manually doesn't get me any extra information.

Any ideas?

Paul Goffin

_

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copyright material.  It is intended only for the use of the person(s) to whom 
it is addressed and any unauthorised use may be unlawful.  If you receive this
email by mistake, please advise the sender immediately by using the reply
facility in your email software and delete the material from your computer.

The material contained in this message does not constitute a binding
contract with any company within the MTL Instruments Group plc.  Opinions,
conclusions and other information in this email that do not relate to the 
official
business of this organisation shall be understood as neither given nor endorsed 
by it.  Registered in England No. 1871978, VAT Reg. No 449343040, 
MTL Instruments Ltd, Power Court, Luton, LU1 3JJ

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Re: [rt-users] Attachments - size limitations?

[Paul Goffin]

The problem appears to be that apache's mod_security is rejecting attachments over a certain size because of pattern matching.Anyone know how to solve this?PaulGoffin<[EMAIL PROTECTED]>_This email message may contain privileged/confidential information and/orcopyright material.  It is intended only for the use of the person(s) to whom it is addressed and any unauthorised use may be unlawful.  If you receive thisemail by mistake please advise the sender immediately by using the replyfacility in your email software and delete the material from your computer.The material contained in this message does not constitute a bindingcontract with any company within the MTL Instruments Group plc.  Opinionsconclusions and other information in this email that do not relate to the officialbusiness of this organisation shall be understood as neither given nor endorsed by it.  Registered in England No. 1871978 VAT Reg. No 449343040 MTL Instruments Ltd Power Court Luton LU1 3JJ
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Re[2]: [rt-users] Attachments table of RT's Mysql database

[Boris Lytochkin]

Wiki would be enough, but there is a problem in current patch state:
it uses special constant string inplace of real content to indicate
that file is located out of DB.
Right way is to use flag in table. I do not think that changing scheme
 witch patching is a good idea, that is why this patch must be merged into RT.

Now about different strokes for different folks.
This way of storing attachments is reasonable when you get 50Mb+ of mail
each week (scans, faxes, documents, etc).

-- 
Boris Lytochkin,
JSC e-port, Moscow
web: www.e-port.ru, wap: wap.e-port.ru
tel: +7 (495) 777 1872, ext. 251


__

From: Drew Barnes
Sent: 7 августа 2007 г., 21:08
To:   Boris Lytochkin
Subject: [rt-users] Attachments table of RT's Mysql database
I guess it all comes down to different strokes for different folks. 
Perhaps this could be put up on the wiki and then if someone needs this
capability they can easily get it?

DB


Boris Lytochkin wrote:
 Ken,

   
 First, if everything is inside a database, then a
 simple backup of the database will get everything related to a
 particular RT instance.
 
 Wrong. We _stopped_ backup process of RT database due to LARGE amount
 data every day. We have no such amount of tape to store DB's everyday
 backups.
 Now, DB backup is done every day and attachment backup is done
 separately. As a result we have everyday SQL-backup of DB and
 incremental backup for attachments. It uses much less space.

   
 Second, in many cases you would like to
 isolate the front-end from the back-end information store. Once
 you need access to the filesystem, everything becomes much more
 involved.
 

 I understand that storing attachments out of RT involves much more
 than DB-only solution, BUT 10 Gb DB with 9.5 Gb of images involves much more.

 Anyway, it is up to admin to decide whether to store attachments
 separate or not.


 Tuesday, August 7, 2007, 4:22:49 PM, you wrote:

   
 Dear Mr. Lytochkin,
 

   
 There are two very good reasons to not store attachments outside
 of the database. First, if everything is inside a database, then a
 simple backup of the database will get everything related to a
 particular RT instance. Second, in many cases you would like to
 isolate the front-end from the back-end information store. Once
 you need access to the filesystem, everything becomes much more
 involved. I am certain that there are other reasons, but those
 two are certainly enough for me. I have appreciated the ease of
 generating a consistent backup of my RT information store.
 

   
 Ken
 

   
 On Tue, Aug 07, 2007 at 04:15:02PM +0400, Boris Lytochkin wrote:
 
 I wrote a patch that allows to store non-text attachments to be
 stored out of DB - in my case it greatly reduced DB swelling.
 Just for now it uses constant string in Attachments-Content to
 indicate that file is written to FS.

 You will need to specify some variables in RT_Siteconfig.pm:
 Set($AttachmentsDirectory, '/var/RT/attachments');
 Set($LogAttachmentsLoading, 1);
 Set($LogAttachmentsSaving, 1);
 Set($StoreNonTextAttachmensInDB, undef);
 #Set($StoreNonTextAttachmensInDB, 1);

 A new share/html/Ticket/Attachment/dhandler and attach.patch for
 rest of RT distribution is in attachment.


 Gregory Harper, you can find more complex set of patches allowing to
 produce  show image thumbs automaticly in attachment too.
 Some more variables must be specified in RT_Siteconfig.pm

 Set($ShowTransactionImages, 1);
 Set($ProduceImageThumbs, 1);
 Set($ImageThumbsDirectory, '/var/RT/thumbs');


 I wonder why bestprcactical is not interested in intergating these
 patches into RT:
 From: Jesse Vincent
 Sent: 21 march 2007 ?., 23:53
 To:   lytochkin
 Subject: [RT 3.6] Storing attachments away from DB
 Hi Boris,

 Thanks very much for the mail, but I think we're not really  
 interested in offering this feature within RT.
 Best,
 Jesse




 -- 
 Boris Lytochkin,
 JSC e-port, Moscow
 web: www.e-port.ru, wap: wap.e-port.ru
 tel: +7 (495) 777 1872, ext. 251


 

 Date: Mon, 06 Aug 2007 12:31:31 -0500
 From: Gregory Harper [EMAIL PROTECTED]
 Subject: Re: [rt-users] Attachments table of RT's Mysql database
 To: Justin Brodley [EMAIL PROTECTED]
 Cc: rt-users@lists.bestpractical.com
 Message-ID: [EMAIL PROTECTED]
 Content-Type: text/plain; charset=ISO-8859-1; format=flowed

 Justin Brodley wrote:
   
 We actually had to disable the attachment feature as we were having our 
 customers attach enormous files and killed our DB processing. Ultimately we
 
 are looking
   
 into rewriting the attachment feature to store the attachments on the web 
 server to alleviate this overhead from the DB. I understand that the
 
 attachment table also
   
 stores all updates to a ticket, not just the attachments. 


 Justin Brodley 



 -Original Message-
 From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gregory 
 Harper
 Sent: Wednesday, August 01, 2007 12

Re: Re[2]: [rt-users] Attachments table of RT's Mysql database

[Jesse Vincent]

On Aug 8, 2007, at 5:17 AM, Boris Lytochkin wrote:


Wiki would be enough, but there is a problem in current patch state:
it uses special constant string inplace of real content to indicate
that file is located out of DB.
Right way is to use flag in table. I do not think that changing scheme
 witch patching is a good idea, that is why this patch must be  
merged into RT.


This might be a good place to use the ContentEncoding field to  
describe an 'ondisk' encoding.


-jesse


PGP.sig
Description: This is a digitally signed message part
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Re[4]: [rt-users] Attachments table of RT's Mysql database

[Boris Lytochkin]

Wednesday, August 8, 2007, 6:22:31 PM, you wrote:

 This might be a good place to use the ContentEncoding field to
 describe an 'ondisk' encoding.

How do you expect to use this filed?
Something like '(ondisk|inDB),(base64|quoted-printable|...)'?


 On Aug 8, 2007, at 5:17 AM, Boris Lytochkin wrote:

 Wiki would be enough, but there is a problem in current patch state:
 it uses special constant string inplace of real content to indicate
 that file is located out of DB.
 Right way is to use flag in table. I do not think that changing scheme
  witch patching is a good idea, that is why this patch must be  
 merged into RT.

 This might be a good place to use the ContentEncoding field to  
 describe an 'ondisk' encoding.

 -jesse



-- 
Best regards,
 Boris Lytochkinmailto:[EMAIL PROTECTED]

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RE: Re[4]: [rt-users] Attachments table of RT's Mysql database

[Schincke, Keith D. (JSC-IT)[MEI]]

You could do that or just have 'ondisk' be a new encoding type added at
the end of the list. 
The Content field of the data base could store the path to the file
relative to a config option.

I would suggest a file size threshold option if RT starts using the file
system to store attachements. 

The folowing config options could be added:
Set( $AttachmentLocation, 'indb'|'ondisk'|'size' ) ;
Set( $AttachmentDiskStorageThreshhold, 4096 ) ;
Set( $AttachmentDiskPath, '/some/location' ) ;

Keith

-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Boris
Lytochkin
Sent: Wednesday, August 08, 2007 9:48 AM
To: Jesse Vincent
Cc: rt-users@lists.bestpractical.com
Subject: Re[4]: [rt-users] Attachments table of RT's Mysql database

Wednesday, August 8, 2007, 6:22:31 PM, you wrote:

 This might be a good place to use the ContentEncoding field to 
 describe an 'ondisk' encoding.

How do you expect to use this filed?
Something like '(ondisk|inDB),(base64|quoted-printable|...)'?


 On Aug 8, 2007, at 5:17 AM, Boris Lytochkin wrote:

 Wiki would be enough, but there is a problem in current patch state:
 it uses special constant string inplace of real content to indicate 
 that file is located out of DB.
 Right way is to use flag in table. I do not think that changing 
 scheme  witch patching is a good idea, that is why this patch must be

 merged into RT.

 This might be a good place to use the ContentEncoding field to 
 describe an 'ondisk' encoding.

 -jesse



--
Best regards,
 Boris Lytochkin
mailto:[EMAIL PROTECTED]

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Re: Re[4]: [rt-users] Attachments table of RT's Mysql database

[Jesse Vincent]

On Aug 8, 2007, at 10:47 AM, Boris Lytochkin wrote:


Wednesday, August 8, 2007, 6:22:31 PM, you wrote:


This might be a good place to use the ContentEncoding field to
describe an 'ondisk' encoding.


How do you expect to use this filed?
Something like '(ondisk|inDB),(base64|quoted-printable|...)'?


I think I was envisioning ondisk as a new encoding meaning the  
content is the path to the attachment's content on disk (presumably  
named as a sha1 sum of its content) and not a prefox to the existing  
encodings. There's not much sense in storing stuff on disk in  
something other than raw binary format.



Best,
Jesse


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Re[6]: [rt-users] Attachments table of RT's Mysql database

[Boris Lytochkin]

Wednesday, August 8, 2007, 7:45:08 PM, you wrote:
 I think I was envisioning ondisk as a new encoding meaning the
 content is the path to the attachment's content on disk (presumably  
 named as a sha1 sum of its content) and not a prefox to the existing  
 encodings. There's not much sense in storing stuff on disk in  
 something other than raw binary format.

It's better to use my variant of attachment naming:
1) Attachment.Content = NULL, this saves disk space.
2) TransactionId.AttachmentId naming is familiar with download links in Web
interface.

So, your idea is to move selection of storage to
RT::Record::_EncodeLOB, where encoding format is selected.
But this function is used by ObjectCustomFieldValue_Overlay.pm, that
will be confused when it get 'ondisk'.

So, ContentEncoding seems to be not very good field to store 'ondisk'
flag since 'ondisk' means storage scheme, not encoding. Mixing it will
produce awkward result.

-- 
Best regards,
 Boris Lytochkinmailto:[EMAIL PROTECTED]

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Re[2]: [rt-users] Attachments table of RT's Mysql database

[Boris Lytochkin]

I wrote a patch that allows to store non-text attachments to be
stored out of DB - in my case it greatly reduced DB swelling.
Just for now it uses constant string in Attachments-Content to
indicate that file is written to FS.

You will need to specify some variables in RT_Siteconfig.pm:
Set($AttachmentsDirectory, '/var/RT/attachments');
Set($LogAttachmentsLoading, 1);
Set($LogAttachmentsSaving, 1);
Set($StoreNonTextAttachmensInDB, undef);
#Set($StoreNonTextAttachmensInDB, 1);

A new share/html/Ticket/Attachment/dhandler and attach.patch for
rest of RT distribution is in attachment.


Gregory Harper, you can find more complex set of patches allowing to
produce  show image thumbs automaticly in attachment too.
Some more variables must be specified in RT_Siteconfig.pm

Set($ShowTransactionImages, 1);
Set($ProduceImageThumbs, 1);
Set($ImageThumbsDirectory, '/var/RT/thumbs');


I wonder why bestprcactical is not interested in intergating these
patches into RT:
From: Jesse Vincent
Sent: 21 march 2007 г., 23:53
To:   lytochkin
Subject: [RT 3.6] Storing attachments away from DB
Hi Boris,

Thanks very much for the mail, but I think we're not really  
interested in offering this feature within RT.
Best,
Jesse




-- 
Boris Lytochkin,
JSC e-port, Moscow
web: www.e-port.ru, wap: wap.e-port.ru
tel: +7 (495) 777 1872, ext. 251




Date: Mon, 06 Aug 2007 12:31:31 -0500
From: Gregory Harper [EMAIL PROTECTED]
Subject: Re: [rt-users] Attachments table of RT's Mysql database
To: Justin Brodley [EMAIL PROTECTED]
Cc: rt-users@lists.bestpractical.com
Message-ID: [EMAIL PROTECTED]
Content-Type: text/plain; charset=ISO-8859-1; format=flowed

Justin Brodley wrote:
 We actually had to disable the attachment feature as we were having our 
 customers attach enormous files and killed our DB processing. Ultimately we 
 are looking
 into rewriting the attachment feature to store the attachments on the web 
 server to alleviate this overhead from the DB. I understand that the 
 attachment table also
 stores all updates to a ticket, not just the attachments. 


 Justin Brodley 



 -Original Message-
 From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gregory Harper
 Sent: Wednesday, August 01, 2007 12:41 PM
 To: rt-users@lists.bestpractical.com
 Subject: [rt-users] Attachments table of RT's Mysql database

 Hello everybody.

We've been using RT for more than three months as part of our 
 customer concern processes.  Overall, things have been going well.
 The configuration includes Mysql, Apache2 and Postfix running on Ubuntu 
 6.06.  I've made no modifications to the databases.
 The primary concern at this point is that the Attachments table of the 
 Mysql database is growing significantly.  Our CSR's want to attach
 PDFs, jpegs, etc. to the tickets with the jpegs usually created by our 
 customers.  The digital photos are the main culprit. I've read about
 scaling back the photos, creating thumbnails, etc. and we need to find a 
 way to limit the attachment size prior to attachment.

   Has anyone else using RT had this type of problem?

   What are the best approaches for minimizing and controlling the size 
 of the Attachments table?

 Any information, feedback and guidance are appreciated.

 thanks - Gregory Harper , Stevens Industries


  


 ___
 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

   
Thanks Justin for the feedback.  Anyone else have input regarding their 
experiences with Attachments and RT?

thanks - Greg



--

Message: 3
Date: Mon, 6 Aug 2007 11:53:13 -0700 (PDT)
From: Ed Matthews [EMAIL PROTECTED]
Subject: [rt-users] Kwiki Table Rendering?
To: rt-users@lists.bestpractical.com
Message-ID: [EMAIL PROTECTED]
Content-Type: text/plain; charset=us-ascii

Happy Monday.

Does anyone know why Kwiki renders tables on this page,
http://wiki.bestpractical.com/view/ManualScrips

but not on this page
http://wiki.bestpractical.com/view/ManualRights
nor in my personal page .

I tried copy pasting the first ManualScrips table wiki markup into another edit 
page and saving, and it wouldn't render there either after save.

Ed Matthews
[EMAIL PROTECTED]




   

Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, 
photos  more. 
http://mobile.yahoo.com/go?refer=1GNXIC


--

Message: 4
Date: Tue, 7 Aug 2007 10:20:33 +0100
From: Luke E Morgan [EMAIL PROTECTED]
Subject: [rt-users] Trying to change the logo. Fedora Core 7,   RT3.6.3
yum install
To: rt-users@lists.bestpractical.com
Message-ID:
[EMAIL PROTECTED]

Content-Type: text/plain; charset

Re: [rt-users] Attachments table of RT's Mysql database

[Kenneth Marshall]

Dear Mr. Lytochkin,

There are two very good reasons to not store attachments outside
of the database. First, if everything is inside a database, then a
simple backup of the database will get everything related to a
particular RT instance. Second, in many cases you would like to
isolate the front-end from the back-end information store. Once
you need access to the filesystem, everything becomes much more
involved. I am certain that there are other reasons, but those
two are certainly enough for me. I have appreciated the ease of
generating a consistent backup of my RT information store.

Ken

On Tue, Aug 07, 2007 at 04:15:02PM +0400, Boris Lytochkin wrote:
 I wrote a patch that allows to store non-text attachments to be
 stored out of DB - in my case it greatly reduced DB swelling.
 Just for now it uses constant string in Attachments-Content to
 indicate that file is written to FS.
 
 You will need to specify some variables in RT_Siteconfig.pm:
 Set($AttachmentsDirectory, '/var/RT/attachments');
 Set($LogAttachmentsLoading, 1);
 Set($LogAttachmentsSaving, 1);
 Set($StoreNonTextAttachmensInDB, undef);
 #Set($StoreNonTextAttachmensInDB, 1);
 
 A new share/html/Ticket/Attachment/dhandler and attach.patch for
 rest of RT distribution is in attachment.
 
 
 Gregory Harper, you can find more complex set of patches allowing to
 produce  show image thumbs automaticly in attachment too.
 Some more variables must be specified in RT_Siteconfig.pm
 
 Set($ShowTransactionImages, 1);
 Set($ProduceImageThumbs, 1);
 Set($ImageThumbsDirectory, '/var/RT/thumbs');
 
 
 I wonder why bestprcactical is not interested in intergating these
 patches into RT:
 From: Jesse Vincent
 Sent: 21 march 2007 ?., 23:53
 To:   lytochkin
 Subject: [RT 3.6] Storing attachments away from DB
 Hi Boris,
 
 Thanks very much for the mail, but I think we're not really  
 interested in offering this feature within RT.
 Best,
 Jesse
 
 
 
 
 -- 
 Boris Lytochkin,
 JSC e-port, Moscow
 web: www.e-port.ru, wap: wap.e-port.ru
 tel: +7 (495) 777 1872, ext. 251
 
 
 
 
 Date: Mon, 06 Aug 2007 12:31:31 -0500
 From: Gregory Harper [EMAIL PROTECTED]
 Subject: Re: [rt-users] Attachments table of RT's Mysql database
 To: Justin Brodley [EMAIL PROTECTED]
 Cc: rt-users@lists.bestpractical.com
 Message-ID: [EMAIL PROTECTED]
 Content-Type: text/plain; charset=ISO-8859-1; format=flowed
 
 Justin Brodley wrote:
  We actually had to disable the attachment feature as we were having our 
  customers attach enormous files and killed our DB processing. Ultimately we 
  are looking
  into rewriting the attachment feature to store the attachments on the web 
  server to alleviate this overhead from the DB. I understand that the 
  attachment table also
  stores all updates to a ticket, not just the attachments. 
 
 
  Justin Brodley 
 
 
 
  -Original Message-
  From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gregory 
  Harper
  Sent: Wednesday, August 01, 2007 12:41 PM
  To: rt-users@lists.bestpractical.com
  Subject: [rt-users] Attachments table of RT's Mysql database
 
  Hello everybody.
 
 We've been using RT for more than three months as part of our 
  customer concern processes.  Overall, things have been going well.
  The configuration includes Mysql, Apache2 and Postfix running on Ubuntu 
  6.06.  I've made no modifications to the databases.
  The primary concern at this point is that the Attachments table of the 
  Mysql database is growing significantly.  Our CSR's want to attach
  PDFs, jpegs, etc. to the tickets with the jpegs usually created by our 
  customers.  The digital photos are the main culprit. I've read about
  scaling back the photos, creating thumbnails, etc. and we need to find a 
  way to limit the attachment size prior to attachment.
 
Has anyone else using RT had this type of problem?
 
What are the best approaches for minimizing and controlling the size 
  of the Attachments table?
 
  Any information, feedback and guidance are appreciated.
 
  thanks - Gregory Harper , Stevens Industries
 
 
   
 
 
  ___
  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
 

 Thanks Justin for the feedback.  Anyone else have input regarding their 
 experiences with Attachments and RT?
 
 thanks - Greg
 
 
 
 --
 
 Message: 3
 Date: Mon, 6 Aug 2007 11:53:13 -0700 (PDT)
 From: Ed Matthews [EMAIL PROTECTED]
 Subject: [rt-users] Kwiki Table Rendering?
 To: rt-users@lists.bestpractical.com
 Message-ID: [EMAIL PROTECTED]
 Content-Type: text/plain; charset=us-ascii
 
 Happy Monday.
 
 Does anyone know why Kwiki renders tables on this page,
 http://wiki.bestpractical.com/view/ManualScrips
 
 but not on this page
 http

Re[2]: [rt-users] Attachments table of RT's Mysql database

[Boris Lytochkin]

Ken,

 First, if everything is inside a database, then a
 simple backup of the database will get everything related to a
 particular RT instance.
Wrong. We _stopped_ backup process of RT database due to LARGE amount
data every day. We have no such amount of tape to store DB's everyday
backups.
Now, DB backup is done every day and attachment backup is done
separately. As a result we have everyday SQL-backup of DB and
incremental backup for attachments. It uses much less space.

 Second, in many cases you would like to
 isolate the front-end from the back-end information store. Once
 you need access to the filesystem, everything becomes much more
 involved.

I understand that storing attachments out of RT involves much more
than DB-only solution, BUT 10 Gb DB with 9.5 Gb of images involves much more.

Anyway, it is up to admin to decide whether to store attachments
separate or not.


Tuesday, August 7, 2007, 4:22:49 PM, you wrote:

 Dear Mr. Lytochkin,

 There are two very good reasons to not store attachments outside
 of the database. First, if everything is inside a database, then a
 simple backup of the database will get everything related to a
 particular RT instance. Second, in many cases you would like to
 isolate the front-end from the back-end information store. Once
 you need access to the filesystem, everything becomes much more
 involved. I am certain that there are other reasons, but those
 two are certainly enough for me. I have appreciated the ease of
 generating a consistent backup of my RT information store.

 Ken

 On Tue, Aug 07, 2007 at 04:15:02PM +0400, Boris Lytochkin wrote:
 I wrote a patch that allows to store non-text attachments to be
 stored out of DB - in my case it greatly reduced DB swelling.
 Just for now it uses constant string in Attachments-Content to
 indicate that file is written to FS.
 
 You will need to specify some variables in RT_Siteconfig.pm:
 Set($AttachmentsDirectory, '/var/RT/attachments');
 Set($LogAttachmentsLoading, 1);
 Set($LogAttachmentsSaving, 1);
 Set($StoreNonTextAttachmensInDB, undef);
 #Set($StoreNonTextAttachmensInDB, 1);
 
 A new share/html/Ticket/Attachment/dhandler and attach.patch for
 rest of RT distribution is in attachment.
 
 
 Gregory Harper, you can find more complex set of patches allowing to
 produce  show image thumbs automaticly in attachment too.
 Some more variables must be specified in RT_Siteconfig.pm
 
 Set($ShowTransactionImages, 1);
 Set($ProduceImageThumbs, 1);
 Set($ImageThumbsDirectory, '/var/RT/thumbs');
 
 
 I wonder why bestprcactical is not interested in intergating these
 patches into RT:
 From: Jesse Vincent
 Sent: 21 march 2007 ?., 23:53
 To:   lytochkin
 Subject: [RT 3.6] Storing attachments away from DB
 Hi Boris,
 
 Thanks very much for the mail, but I think we're not really  
 interested in offering this feature within RT.
 Best,
 Jesse
 
 
 
 
 -- 
 Boris Lytochkin,
 JSC e-port, Moscow
 web: www.e-port.ru, wap: wap.e-port.ru
 tel: +7 (495) 777 1872, ext. 251
 
 
 
 
 Date: Mon, 06 Aug 2007 12:31:31 -0500
 From: Gregory Harper [EMAIL PROTECTED]
 Subject: Re: [rt-users] Attachments table of RT's Mysql database
 To: Justin Brodley [EMAIL PROTECTED]
 Cc: rt-users@lists.bestpractical.com
 Message-ID: [EMAIL PROTECTED]
 Content-Type: text/plain; charset=ISO-8859-1; format=flowed
 
 Justin Brodley wrote:
  We actually had to disable the attachment feature as we were having our 
  customers attach enormous files and killed our DB processing. Ultimately we
 are looking
  into rewriting the attachment feature to store the attachments on the web 
  server to alleviate this overhead from the DB. I understand that the
 attachment table also
  stores all updates to a ticket, not just the attachments. 
 
 
  Justin Brodley 
 
 
 
  -Original Message-
  From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gregory 
  Harper
  Sent: Wednesday, August 01, 2007 12:41 PM
  To: rt-users@lists.bestpractical.com
  Subject: [rt-users] Attachments table of RT's Mysql database
 
  Hello everybody.
 
 We've been using RT for more than three months as part of our 
  customer concern processes.  Overall, things have been going well.
  The configuration includes Mysql, Apache2 and Postfix running on Ubuntu 
  6.06.  I've made no modifications to the databases.
  The primary concern at this point is that the Attachments table of the 
  Mysql database is growing significantly.  Our CSR's want to attach
  PDFs, jpegs, etc. to the tickets with the jpegs usually created by our 
  customers.  The digital photos are the main culprit. I've read about
  scaling back the photos, creating thumbnails, etc. and we need to find a 
  way to limit the attachment size prior to attachment.
 
Has anyone else using RT had this type of problem?
 
What are the best approaches for minimizing and controlling the size 
  of the Attachments table?
 
  Any information, feedback and guidance are appreciated.
 
  thanks - Gregory

RE: Re[2]: [rt-users] Attachments table of RT's Mysql database

[Justin Brodley]

I personally agree with Boris on this. This should be a configuration option to 
either store attachments in the database or on the web front end.

In most enterprise applications you don't store files or session state in the 
database unless you have a really good reason too. The overhead added by 
sessions and files results in increased reads from the web server to verify 
session or large database sizes to store the files in blobs.  




Justin Brodley 


-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Boris Lytochkin
Sent: Tuesday, August 07, 2007 6:31 AM
To: rt-users@lists.bestpractical.com
Subject: Re[2]: [rt-users] Attachments table of RT's Mysql database

Ken,

 First, if everything is inside a database, then a
 simple backup of the database will get everything related to a
 particular RT instance.
Wrong. We _stopped_ backup process of RT database due to LARGE amount
data every day. We have no such amount of tape to store DB's everyday
backups.
Now, DB backup is done every day and attachment backup is done
separately. As a result we have everyday SQL-backup of DB and
incremental backup for attachments. It uses much less space.

 Second, in many cases you would like to
 isolate the front-end from the back-end information store. Once
 you need access to the filesystem, everything becomes much more
 involved.

I understand that storing attachments out of RT involves much more
than DB-only solution, BUT 10 Gb DB with 9.5 Gb of images involves much more.

Anyway, it is up to admin to decide whether to store attachments
separate or not.


Tuesday, August 7, 2007, 4:22:49 PM, you wrote:

 Dear Mr. Lytochkin,

 There are two very good reasons to not store attachments outside
 of the database. First, if everything is inside a database, then a
 simple backup of the database will get everything related to a
 particular RT instance. Second, in many cases you would like to
 isolate the front-end from the back-end information store. Once
 you need access to the filesystem, everything becomes much more
 involved. I am certain that there are other reasons, but those
 two are certainly enough for me. I have appreciated the ease of
 generating a consistent backup of my RT information store.

 Ken

 On Tue, Aug 07, 2007 at 04:15:02PM +0400, Boris Lytochkin wrote:
 I wrote a patch that allows to store non-text attachments to be
 stored out of DB - in my case it greatly reduced DB swelling.
 Just for now it uses constant string in Attachments-Content to
 indicate that file is written to FS.
 
 You will need to specify some variables in RT_Siteconfig.pm:
 Set($AttachmentsDirectory, '/var/RT/attachments');
 Set($LogAttachmentsLoading, 1);
 Set($LogAttachmentsSaving, 1);
 Set($StoreNonTextAttachmensInDB, undef);
 #Set($StoreNonTextAttachmensInDB, 1);
 
 A new share/html/Ticket/Attachment/dhandler and attach.patch for
 rest of RT distribution is in attachment.
 
 
 Gregory Harper, you can find more complex set of patches allowing to
 produce  show image thumbs automaticly in attachment too.
 Some more variables must be specified in RT_Siteconfig.pm
 
 Set($ShowTransactionImages, 1);
 Set($ProduceImageThumbs, 1);
 Set($ImageThumbsDirectory, '/var/RT/thumbs');
 
 
 I wonder why bestprcactical is not interested in intergating these
 patches into RT:
 From: Jesse Vincent
 Sent: 21 march 2007 ?., 23:53
 To:   lytochkin
 Subject: [RT 3.6] Storing attachments away from DB
 Hi Boris,
 
 Thanks very much for the mail, but I think we're not really  
 interested in offering this feature within RT.
 Best,
 Jesse
 
 
 
 
 -- 
 Boris Lytochkin,
 JSC e-port, Moscow
 web: www.e-port.ru, wap: wap.e-port.ru
 tel: +7 (495) 777 1872, ext. 251
 
 
 
 
 Date: Mon, 06 Aug 2007 12:31:31 -0500
 From: Gregory Harper [EMAIL PROTECTED]
 Subject: Re: [rt-users] Attachments table of RT's Mysql database
 To: Justin Brodley [EMAIL PROTECTED]
 Cc: rt-users@lists.bestpractical.com
 Message-ID: [EMAIL PROTECTED]
 Content-Type: text/plain; charset=ISO-8859-1; format=flowed
 
 Justin Brodley wrote:
  We actually had to disable the attachment feature as we were having our 
  customers attach enormous files and killed our DB processing. Ultimately we
 are looking
  into rewriting the attachment feature to store the attachments on the web 
  server to alleviate this overhead from the DB. I understand that the
 attachment table also
  stores all updates to a ticket, not just the attachments. 
 
 
  Justin Brodley 
 
 
 
  -Original Message-
  From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gregory 
  Harper
  Sent: Wednesday, August 01, 2007 12:41 PM
  To: rt-users@lists.bestpractical.com
  Subject: [rt-users] Attachments table of RT's Mysql database
 
  Hello everybody.
 
 We've been using RT for more than three months as part of our 
  customer concern processes.  Overall, things have been going well.
  The configuration includes Mysql, Apache2 and Postfix running on Ubuntu

Re[4]: [rt-users] Attachments table of RT's Mysql database

[Viktor]

 I personally agree with Boris on this. This should be a configuration option 
 to either store attachments in the database or on the web front end.
So do I.
Moreover, it might be very convenient to store only _unique_ attachments and to 
have a counter of 'uniqueness' for each one. After all, RT is a tracker. Some 
users may tend to send the same files repeatedly (for instance, request 
handlers might send the same patch to a limited number of RT users).
A configuration option to store attachments in server's local FS instead of any 
DBMS would be nice for some configurations.

We currently have RT configuration with ~50Gb pgsql database!
 
 In most enterprise applications you don't store files or session state in the 
 database unless you have a really good reason too. The overhead added by 
 sessions and files results in increased reads from the web server to verify 
 session or large database sizes to store the files in blobs.  

Good point, but for DB transactions facility...

 
 
 
 
 Justin Brodley 
 
 
 -Original Message-
 From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Boris Lytochkin
 Sent: Tuesday, August 07, 2007 6:31 AM
 To: rt-users@lists.bestpractical.com
 Subject: Re[2]: [rt-users] Attachments table of RT's Mysql database
 
 Ken,
 
  First, if everything is inside a database, then a
  simple backup of the database will get everything related to a
  particular RT instance.
 Wrong. We _stopped_ backup process of RT database due to LARGE amount
 data every day. We have no such amount of tape to store DB's everyday
 backups.
 Now, DB backup is done every day and attachment backup is done
 separately. As a result we have everyday SQL-backup of DB and
 incremental backup for attachments. It uses much less space.
 
  Second, in many cases you would like to
  isolate the front-end from the back-end information store. Once
  you need access to the filesystem, everything becomes much more
  involved.
 
 I understand that storing attachments out of RT involves much more
 than DB-only solution, BUT 10 Gb DB with 9.5 Gb of images involves much more.
 
 Anyway, it is up to admin to decide whether to store attachments
 separate or not.
 
 
 Tuesday, August 7, 2007, 4:22:49 PM, you wrote:
 
  Dear Mr. Lytochkin,
 
  There are two very good reasons to not store attachments outside
  of the database. First, if everything is inside a database, then a
  simple backup of the database will get everything related to a
  particular RT instance. Second, in many cases you would like to
  isolate the front-end from the back-end information store. Once
  you need access to the filesystem, everything becomes much more
  involved. I am certain that there are other reasons, but those
  two are certainly enough for me. I have appreciated the ease of
  generating a consistent backup of my RT information store.
 
  Ken
 
  On Tue, Aug 07, 2007 at 04:15:02PM +0400, Boris Lytochkin wrote:
  I wrote a patch that allows to store non-text attachments to be
  stored out of DB - in my case it greatly reduced DB swelling.
  Just for now it uses constant string in Attachments-Content to
  indicate that file is written to FS.
  
  You will need to specify some variables in RT_Siteconfig.pm:
  Set($AttachmentsDirectory, '/var/RT/attachments');
  Set($LogAttachmentsLoading, 1);
  Set($LogAttachmentsSaving, 1);
  Set($StoreNonTextAttachmensInDB, undef);
  #Set($StoreNonTextAttachmensInDB, 1);
  
  A new share/html/Ticket/Attachment/dhandler and attach.patch for
  rest of RT distribution is in attachment.
  
  
  Gregory Harper, you can find more complex set of patches allowing to
  produce  show image thumbs automaticly in attachment too.
  Some more variables must be specified in RT_Siteconfig.pm
  
  Set($ShowTransactionImages, 1);
  Set($ProduceImageThumbs, 1);
  Set($ImageThumbsDirectory, '/var/RT/thumbs');
  
  
  I wonder why bestprcactical is not interested in intergating these
  patches into RT:
  From: Jesse Vincent
  Sent: 21 march 2007 ?., 23:53
  To:   lytochkin
  Subject: [RT 3.6] Storing attachments away from DB
  Hi Boris,
  
  Thanks very much for the mail, but I think we're not really  
  interested in offering this feature within RT.
  Best,
  Jesse
  
  
  
  
  -- 
  Boris Lytochkin,
  JSC e-port, Moscow
  web: www.e-port.ru, wap: wap.e-port.ru
  tel: +7 (495) 777 1872, ext. 251
  
  
  
  
  Date: Mon, 06 Aug 2007 12:31:31 -0500
  From: Gregory Harper [EMAIL PROTECTED]
  Subject: Re: [rt-users] Attachments table of RT's Mysql database
  To: Justin Brodley [EMAIL PROTECTED]
  Cc: rt-users@lists.bestpractical.com
  Message-ID: [EMAIL PROTECTED]
  Content-Type: text/plain; charset=ISO-8859-1; format=flowed
  
  Justin Brodley wrote:
   We actually had to disable the attachment feature as we were having our 
   customers attach enormous files and killed our DB processing. Ultimately 
   we
  are looking
   into rewriting the attachment feature to store the attachments on the 
   web

Re: [rt-users] Attachments table of RT's Mysql database

[Drew Barnes]

I guess it all comes down to different strokes for different folks. 
Perhaps this could be put up on the wiki and then if someone needs this
capability they can easily get it?

DB


Boris Lytochkin wrote:
 Ken,

   
 First, if everything is inside a database, then a
 simple backup of the database will get everything related to a
 particular RT instance.
 
 Wrong. We _stopped_ backup process of RT database due to LARGE amount
 data every day. We have no such amount of tape to store DB's everyday
 backups.
 Now, DB backup is done every day and attachment backup is done
 separately. As a result we have everyday SQL-backup of DB and
 incremental backup for attachments. It uses much less space.

   
 Second, in many cases you would like to
 isolate the front-end from the back-end information store. Once
 you need access to the filesystem, everything becomes much more
 involved.
 

 I understand that storing attachments out of RT involves much more
 than DB-only solution, BUT 10 Gb DB with 9.5 Gb of images involves much more.

 Anyway, it is up to admin to decide whether to store attachments
 separate or not.


 Tuesday, August 7, 2007, 4:22:49 PM, you wrote:

   
 Dear Mr. Lytochkin,
 

   
 There are two very good reasons to not store attachments outside
 of the database. First, if everything is inside a database, then a
 simple backup of the database will get everything related to a
 particular RT instance. Second, in many cases you would like to
 isolate the front-end from the back-end information store. Once
 you need access to the filesystem, everything becomes much more
 involved. I am certain that there are other reasons, but those
 two are certainly enough for me. I have appreciated the ease of
 generating a consistent backup of my RT information store.
 

   
 Ken
 

   
 On Tue, Aug 07, 2007 at 04:15:02PM +0400, Boris Lytochkin wrote:
 
 I wrote a patch that allows to store non-text attachments to be
 stored out of DB - in my case it greatly reduced DB swelling.
 Just for now it uses constant string in Attachments-Content to
 indicate that file is written to FS.

 You will need to specify some variables in RT_Siteconfig.pm:
 Set($AttachmentsDirectory, '/var/RT/attachments');
 Set($LogAttachmentsLoading, 1);
 Set($LogAttachmentsSaving, 1);
 Set($StoreNonTextAttachmensInDB, undef);
 #Set($StoreNonTextAttachmensInDB, 1);

 A new share/html/Ticket/Attachment/dhandler and attach.patch for
 rest of RT distribution is in attachment.


 Gregory Harper, you can find more complex set of patches allowing to
 produce  show image thumbs automaticly in attachment too.
 Some more variables must be specified in RT_Siteconfig.pm

 Set($ShowTransactionImages, 1);
 Set($ProduceImageThumbs, 1);
 Set($ImageThumbsDirectory, '/var/RT/thumbs');


 I wonder why bestprcactical is not interested in intergating these
 patches into RT:
 From: Jesse Vincent
 Sent: 21 march 2007 ?., 23:53
 To:   lytochkin
 Subject: [RT 3.6] Storing attachments away from DB
 Hi Boris,

 Thanks very much for the mail, but I think we're not really  
 interested in offering this feature within RT.
 Best,
 Jesse




 -- 
 Boris Lytochkin,
 JSC e-port, Moscow
 web: www.e-port.ru, wap: wap.e-port.ru
 tel: +7 (495) 777 1872, ext. 251


 

 Date: Mon, 06 Aug 2007 12:31:31 -0500
 From: Gregory Harper [EMAIL PROTECTED]
 Subject: Re: [rt-users] Attachments table of RT's Mysql database
 To: Justin Brodley [EMAIL PROTECTED]
 Cc: rt-users@lists.bestpractical.com
 Message-ID: [EMAIL PROTECTED]
 Content-Type: text/plain; charset=ISO-8859-1; format=flowed

 Justin Brodley wrote:
   
 We actually had to disable the attachment feature as we were having our 
 customers attach enormous files and killed our DB processing. Ultimately we
 
 are looking
   
 into rewriting the attachment feature to store the attachments on the web 
 server to alleviate this overhead from the DB. I understand that the
 
 attachment table also
   
 stores all updates to a ticket, not just the attachments. 


 Justin Brodley 



 -Original Message-
 From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gregory 
 Harper
 Sent: Wednesday, August 01, 2007 12:41 PM
 To: rt-users@lists.bestpractical.com
 Subject: [rt-users] Attachments table of RT's Mysql database

 Hello everybody.

We've been using RT for more than three months as part of our 
 customer concern processes.  Overall, things have been going well.
 The configuration includes Mysql, Apache2 and Postfix running on Ubuntu 
 6.06.  I've made no modifications to the databases.
 The primary concern at this point is that the Attachments table of the 
 Mysql database is growing significantly.  Our CSR's want to attach
 PDFs, jpegs, etc. to the tickets with the jpegs usually created by our 
 customers.  The digital photos are the main culprit. I've read about
 scaling back the photos, creating thumbnails, etc. and we need to find a 
 way to limit

[rt-users] Attachments table of RT's Mysql database

[Gregory Harper]

Hello everybody.

  We've been using RT for more than three months as part of our 
customer concern processes.  Overall, things have been going well.
The configuration includes Mysql, Apache2 and Postfix running on Ubuntu 
6.06.  I've made no modifications to the databases.
The primary concern at this point is that the Attachments table of the 
Mysql database is growing significantly.  Our CSR's want to attach
PDFs, jpegs, etc. to the tickets with the jpegs usually created by our 
customers.  The digital photos are the main culprit. I've read about
scaling back the photos, creating thumbnails, etc. and we need to find a 
way to limit the attachment size prior to attachment.


 Has anyone else using RT had this type of problem?

 What are the best approaches for minimizing and controlling the size 
of the Attachments table?


Any information, feedback and guidance are appreciated.

thanks - Gregory Harper , Stevens Industries





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RE: [rt-users] Attachments table of RT's Mysql database

[Justin Brodley]

We actually had to disable the attachment feature as we were having our 
customers attach enormous files and killed our DB processing. Ultimately we are 
looking into rewriting the attachment feature to store the attachments on the 
web server to alleviate this overhead from the DB. I understand that the 
attachment table also stores all updates to a ticket, not just the attachments. 


Justin Brodley 



-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gregory Harper
Sent: Wednesday, August 01, 2007 12:41 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Attachments table of RT's Mysql database

Hello everybody.

   We've been using RT for more than three months as part of our 
customer concern processes.  Overall, things have been going well.
The configuration includes Mysql, Apache2 and Postfix running on Ubuntu 
6.06.  I've made no modifications to the databases.
The primary concern at this point is that the Attachments table of the 
Mysql database is growing significantly.  Our CSR's want to attach
PDFs, jpegs, etc. to the tickets with the jpegs usually created by our 
customers.  The digital photos are the main culprit. I've read about
scaling back the photos, creating thumbnails, etc. and we need to find a 
way to limit the attachment size prior to attachment.

  Has anyone else using RT had this type of problem?

  What are the best approaches for minimizing and controlling the size 
of the Attachments table?

Any information, feedback and guidance are appreciated.

thanks - Gregory Harper , Stevens Industries


 


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[rt-users] Attachments

[John Paul Hayes]

Hi All,

I'm currently developing a form which performs some basic ticket
manipulations
eg,  set priority, due date etc...
Now the requirement to add attachments has arisen on this form.

I've searched the archives for relevant information on this but I cannot
find any.
So hence this post.

Has anybody developed such a form with this functionality before?
If so, would they be kind enought to point me in the right direction.

Thank you in advance,
Jp
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Re: [rt-users] Attachments

[Matthew Keller]

Yeah, I have a number of webforms that use attachments. They all send
e-mail (with file attached) to the rt e-mail gateway, and it
disassembles the attachments and adds them properly to the ticket.

On Wed, 2007-03-28 at 15:13 +0100, John Paul Hayes wrote:
 Hi All,
 
 I'm currently developing a form which performs some basic ticket
 manipulations 
 eg,  set priority, due date etc...
 Now the requirement to add attachments has arisen on this form.
 
 I've searched the archives for relevant information on this but I
 cannot find any. 
 So hence this post.
 
 Has anybody developed such a form with this functionality before? 
 If so, would they be kind enought to point me in the right direction.
 
 Thank you in advance,
 Jp
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Re: [rt-users] Attachments

[Matthew Keller]

Here's a code snippet of a function I wrote to abstract sending e-mail
with attachments. If you read the perldoc for Mail::Sender, it talks
about attaching multiple files, etc.

sub Send_Email{
use Mail::Sender;
my ($to, $from, $subject, $message, $attach) = @_;
my $sender = new Mail::Sender{
smtp = '127.0.0.1',
from = $from
};
unless($sender) { die Send_email said $sender: $Mail::Sender::Error
\n; }

my $mf=$sender- MailFile({
to = $to,
subject = $subject,
msg = $message,
file = $attach
   }); 
   
unless($mf) { die Send_email mailfile said $mf: $Mail::Sender::Error
\n; }

}


On Wed, 2007-03-28 at 10:22 -0400, Matthew Keller wrote:
 Yeah, I have a number of webforms that use attachments. They all send
 e-mail (with file attached) to the rt e-mail gateway, and it
 disassembles the attachments and adds them properly to the ticket.
 
 On Wed, 2007-03-28 at 15:13 +0100, John Paul Hayes wrote:
  Hi All,
  
  I'm currently developing a form which performs some basic ticket
  manipulations 
  eg,  set priority, due date etc...
  Now the requirement to add attachments has arisen on this form.
  
  I've searched the archives for relevant information on this but I
  cannot find any. 
  So hence this post.
  
  Has anybody developed such a form with this functionality before? 
  If so, would they be kind enought to point me in the right direction.
  
  Thank you in advance,
  Jp
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[rt-users] Attachments and unhappiness

[Brian Gallew]

So, I've figured out the attachment issue: not only much the attachments 
table default to the latin1 charset, but your CONNECTION must also be in 
latin1 mode.  In my environment, the mysql (5.0.24a) server (on another 
host) defaults everything to utf8, while the RT installation is using 
mysql-4.0.25, which completely fails to set the connection type based on 
the contents of /etc/my.cnf.  I was able to fix the problem by applying 
the patch at the end. 


--- RT.pm.orig  2007-03-08 11:49:10.0 +0300
+++ RT.pm   2007-03-08 11:38:54.0 +0300
@@ -203,6 +203,7 @@
$Handle = RT::Handle-new();
}
$Handle-Connect();
+$Handle-SimpleQuery(SET NAMES 'latin1');
}

=head2 InitLogging

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Re: [rt-users] Attachments truncated

[Jan Korbel]

Hello.

I have same problem with 3.6.1 on Debian Sarge (installed from sources). 
I can upload attachment with ticket creation (via web) but i see only 
filename, not content or download link.


Also i can't find content in Attachment mysql table. Config is ok 
(default settings) and mysql too.


Any tips?

J.

Brian Gallew wrote:

I'm having an issue where RT is completely unable to store binary
attachments (images, PDFs, programs).  While this may be a good thing
from an anti-virus POV, it's kind of annoying when we want to attach
relevant information.  What we're seeing is that RT is storing
everything up to the first NULL.  It does this both for the web UI as
well as the email UI.  Any suggestions?  I've attached my configuration
information.

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[rt-users] Attachments truncated

[Brian Gallew]

I'm having an issue where RT is completely unable to store binary
attachments (images, PDFs, programs).  While this may be a good thing
from an anti-virus POV, it's kind of annoying when we want to attach
relevant information.  What we're seeing is that RT is storing
everything up to the first NULL.  It does this both for the web UI as
well as the email UI.  Any suggestions?  I've attached my configuration
information.



 System Configuration

   * System Configuration /Admin/Tools/Configuration.html
   * · Shredder /Admin/Tools/Shredder


   Loaded perl modules

Perl v5.8.5 under linux
 Apache v1.27;
 Apache::Connection v1.00;
 Apache::Constants v1.09;
 Apache::Request v1.33;
 Apache::Server v1.01;
 Apache::Session v1.81;
 Apache::Session::Generate::MD5 v2.1;
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   RT Variables

RT::AmbiguousDayInPast  1
RT::BasePath/home/rt
RT::BinPath /home/rt/bin
RT::CORE_CONFIG_FILE/home/rt/etc/RT_Config.pm
RT::CommentAddress  

RE: [rt-users] Attachments getting mangled - FIXED

[Peake, Jeremy]

THANKS ALL!

Changing that column to LONGBLOB fixed it for me.  Thanks a lot!

-Original Message-
From: Donovan Young [mailto:[EMAIL PROTECTED] On Behalf Of
[EMAIL PROTECTED]
Sent: Wednesday, September 13, 2006 3:44 PM
To: Peake, Jeremy
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Attachments getting mangled

All,

 Hello, Chris.
 Could you backup your DB, and run next to SQL queries?
 ALTER TABLE Attachments CHANGE Content Content LONGBLOB NULL;
 
 Then check if you could binary attachments without problems and report

 back.
 This query is safe but anyway I would suggest you to backup data.

Running this fixed my attachment corruption problem, thanks!

I think the Gentoo Installation Guide mentions changing some aspects of
the RT database in the comments section near the end of the document.
This may be why both Jeremy and I had this problem (we're both running
on GenToo).  I followed the threads listed in that Guide to finally get
it working, but I honestly don't remember everything that was tweaked
along the way.

Perhaps someone more knowledgeable could change the GentooInstallGuide
to reflect the above fix for future users?

Thanks again,

Donovan

-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Roy
El-Hames
Sent: Wednesday, September 13, 2006 12:52 PM
To: Peake, Jeremy
Cc: Schultz, Eric; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Attachments getting mangled

Jeremy;
Have a look at :
http://lists.fsck.com/pipermail/rt-users/2006-July/040843.html
it maybe related.
Roy

Peake, Jeremy wrote:
 $MaxAttachmentSize (make sure it's big enough) 
 $TruncateLongAttachments
 
 (make sure it's undef) $DropLongAttachments (make sure it's undef)


 I checked that out, $MaxAttachSize is 10 megs and truncate and drop 
 are both undef.

 Also saw an earlier post of same issue, and tried reinstalling Perl
 (5.8.8) but the probem remains.
 ___
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 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

   


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Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]


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Re: [rt-users] Attachments getting mangled

[David Oberlitner]

[EMAIL PROTECTED] wrote:
 All,
 
 Hello, Chris.
 Could you backup your DB, and run next to SQL queries?
 ALTER TABLE Attachments CHANGE Content Content LONGBLOB NULL;

 Then check if you could binary attachments without problems and report
 back.
 This query is safe but anyway I would suggest you to backup data.
 
 Running this fixed my attachment corruption problem, thanks!
 
 I think the Gentoo Installation Guide mentions changing some aspects of the
 RT database in the comments section near the end of the document.  This may
 be why both Jeremy and I had this problem (we're both running on GenToo).  I
 followed the threads listed in that Guide to finally get it working, but I
 honestly don't remember everything that was tweaked along the way.
 
 Perhaps someone more knowledgeable could change the GentooInstallGuide to
 reflect the above fix for future users?

Changing the Content type in the Attachments table
from LONGTEXT to LONGBLOB via

ALTER TABLE Attachments CHANGE Content Content
LONGBLOB NULL;

worked for me also. I observe the following in
/opt/rt3/etc/schema.mysql:

CREATE TABLE Attachments (
.
.
  Content LONGTEXT NULL  ,
.
.
) TYPE=InnoDB;

Is this an error in the RT3 MySQL schema?

Running Gentoo and RT 3.6.1

Regards,

David

___
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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] Attachments getting mangled

[Schultz, Eric]

 $MaxAttachmentSize (make sure it's big enough) 
 $TruncateLongAttachments
 (make sure it's undef) $DropLongAttachments (make sure it's undef)
 
 
 I checked that out, $MaxAttachSize is 10 megs and truncate 
 and drop are
 both undef.
 
 Also saw an earlier post of same issue, and tried reinstalling Perl
 (5.8.8) but the probem remains.

The only other thing I can think of then is to make sure that the
Attachments table in your database is properly defined, because it could
be that the attachment can't make it into your database.  I would check
the mysql logs and the rt logs to make sure you aren't getting any
errors relating to this.
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Commercial support: [EMAIL PROTECTED]


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Re: [rt-users] Attachments getting mangled

[Roy El-Hames]

Jeremy;
Have a look at :
http://lists.fsck.com/pipermail/rt-users/2006-July/040843.html
it maybe related.
Roy

Peake, Jeremy wrote:

$MaxAttachmentSize (make sure it's big enough) $TruncateLongAttachments


(make sure it's undef) $DropLongAttachments (make sure it's undef)


I checked that out, $MaxAttachSize is 10 megs and truncate and drop are
both undef.

Also saw an earlier post of same issue, and tried reinstalling Perl
(5.8.8) but the probem remains.
___
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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


  


___
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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] Attachments getting mangled

[dyoung-rtusers]

All,

 Hello, Chris.
 Could you backup your DB, and run next to SQL queries?
 ALTER TABLE Attachments CHANGE Content Content LONGBLOB NULL;
 
 Then check if you could binary attachments without problems and report
 back.
 This query is safe but anyway I would suggest you to backup data.

Running this fixed my attachment corruption problem, thanks!

I think the Gentoo Installation Guide mentions changing some aspects of the
RT database in the comments section near the end of the document.  This may
be why both Jeremy and I had this problem (we're both running on GenToo).  I
followed the threads listed in that Guide to finally get it working, but I
honestly don't remember everything that was tweaked along the way.

Perhaps someone more knowledgeable could change the GentooInstallGuide to
reflect the above fix for future users?

Thanks again,

Donovan

-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Roy El-Hames
Sent: Wednesday, September 13, 2006 12:52 PM
To: Peake, Jeremy
Cc: Schultz, Eric; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Attachments getting mangled

Jeremy;
Have a look at :
http://lists.fsck.com/pipermail/rt-users/2006-July/040843.html
it maybe related.
Roy

Peake, Jeremy wrote:
 $MaxAttachmentSize (make sure it's big enough) $TruncateLongAttachments
 
 (make sure it's undef) $DropLongAttachments (make sure it's undef)


 I checked that out, $MaxAttachSize is 10 megs and truncate and drop are
 both undef.

 Also saw an earlier post of same issue, and tried reinstalling Perl
 (5.8.8) but the probem remains.
 ___
 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

   


___
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