[rt-users] 3.6.4: Slow (or hanged up) when replying with a large text
Our RT installation works fine (upgraded from 3.6.3 to 3.6.4 and using MySQL). But we just found that if a reply text to a ticket is too long (more than 60 lines), RT does not seems to be able to refresh the page. The reply is submitted with the Self Service interface. The web browser just hang forever (or I am not patient enough to wait for more than 10 minutes...). If we stop the Web browser and restart it, then we can see that the (long) reply was successfully accepted. Is there any timeouts to look for? Or other issues? Thanks, Thierry Thelliez ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 3.6.4: Slow (or hanged up) when replying with a large text
From the RT_SiteConfig.pm Set($MailCommand , 'smtp'); Set($SMTPServer, 'localhost'); Set($SMTPFrom, '[EMAIL PROTECTED]'); Set($SMTPDebug, true); Set($SendmailPath , 'undef'); Set($SendmailArguments , 'undef'); Thierry Thelliez ___ 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
[rt-users] Best ways to create a web based ticket submission without login?
How would you create a web form that will be used by users that do not have an RT account? The self service interface is simple but I need something even simplier: users fill a form and press submit. That's all. No authentication, No ticket list. On the form they should fill several custom fields including a way to identify them back (name, email). The only thing they need to see is a ticket submission page. Behind the scene this form will populate an RT ticket for a predefined queue and another group of users will process the requests/tickets. How should I get started with these requirements? Thanks, Thierry Thelliez ___ 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
[rt-users] Mandatory/Required custom field
Hello, With RT 3.6.4: I am trying to make a 'Select one value' type custom field mandatory. Selecting the (?#Mandatory). value for Validation does not seem to work like I was expecting. The user is still able to submit the ticket and the custom field value is '(no value)'. I tried (?#Mandatory).+ without success. What am I missing? Thanks, Thierry ___ 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
[rt-users] CachedGroupMembers out of sync?
For a RT installation (3.6.4 upgraded from 3.6.3), I have the following situation for a group throught the admin interface: I can see some users on the left side, but I cannot remove them (checking the checkbox). RT returns: 'Group has no such member', and the user stays on the left side... If I inspect the tables (mysql), I can see that the user is not in the GroupMembers table, but it is in the CachedGroupMembers. I could not find much information about this CachedGroupMembers. Is it somehow out of sync? How can I repair that? Thanks, Thierry Thelliez ___ 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
[rt-users] Re: CachedGroupMembers out of sync?
SOLVED. Oops, by accident a group became a subgroup of another one. I should have scrolled down the page to see that. This explains the entry in the CacheGroupMembers table. The UI could be made more intuitive: checkboxes should not be displayed for users inherited from subgroups. Or these users should not be displayed at all. Cheers, Thierry Thelliez ___ 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
[rt-users] SelfService: Searching only your own tickets?
Is it possible to configure the SelfService GoTo Ticket interface to only search for tickets initiated by the current user? We do not want users to be able to see each others tickets. Thanks, Thierry Thelliez ___ 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
[rt-users] How-To? Required Custom Field
Using RT 3.6.4, I am trying to make a custom field to be required at Ticket creation time (through the SelfService interface). This field has the 'Select One Value' type. I set the Validation field to: '(?#Mandatory).' but this did not work. I could still create a ticket. Reading other threads I tryied: '(?#Mandatory)(^[A-Z]+$)'. This did not work either (Yes the choices are starting with an upper case letter). Could someone confirm that Mandatory means Required? Is there a way to forbid creation of a ticket unless the required fields are filled? Thanks, Thierry Thelliez ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] User session timeout
Hi all, I would like to install a user session timeout but could not figure out how to do it. A post, in 2003 at http://lists.fsck.com/pipermail/rt-users/2003-November/018798.html, points to the SetupSessionCookie file (share/html/Elements/SetupSessionCookie) but how do you refresh the cookie at each request? Thanks, Thierry Thelliez ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] User session timeout
Thanks.
One more question: would you know how to set the length of the
timeout? I need 30 minutes.
Thierry
On 10/24/07, Ruslan Zakirov [EMAIL PROTECTED] wrote:
just comment if ( !$cookies{$cookiename} ) { and closing }, then
clean mason cache and it should work.
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Re: [rt-users] RT not generating email for CCs/AdminCCs
I think I have a similar issue trying to understand how the CC field works on the Resolve Ticket page. The Watchers CC and Watchers AdminCC work fine (after changing the default scrip #10). When a ticket is resolved they receive an email. Good. But my users also want to add email addresses 'on the fly' to a ticket resolution. Isn't it what this CC field is about? I am not talking about the Watcher CC. Watching the email server log shows that RT does not send anything to the CC field. (This is on RT 3.6.5 updated from 3.6.4). Thanks, Thierry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT not generating email for CCs/AdminCCs
This is strange. About the scrip, the log says: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:278) But I did enter an email address in the CC field. Thierry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT not generating email for CCs/AdminCCs
I must be missing something...I added a simple scrip: Condition: On Resolve Action: Notify Other Recipients Template: Global template: Resolved Stage: TransactionCreate And there is still no emails going out for CCs. Do I need special rights? I played with adding Watcher rights to Everybody and Unpriviledges but no luck. Thanks for any help. Thierry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT not generating email for CCs/AdminCCs
I am still stuck trying to have the CC field working (not the watcher): . According to the log, my added scrip (On Resolve Notify Other Recipients with template Resolved) is called but no emails are going out for the CC field: 'No recipients found. Not sending.'. On the other hand, the default scrip #9 (On Comment Notify Other Recipients as Comment with template Correspondence) works for the CC field (if some text is present in the Message box). What am I missing? Thierry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT not generating email for CCs/AdminCCs
Gene, the first line was not blank. I added an empty line but it did not change anything as far as the emailing is concerned. Same: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:278) Thierry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT not generating email for CCs/AdminCCs
Kenn, I did not enter a userID. I used a valid email address. This email address is picked up by the default scrip#9 but not by the one I added... I tested with another condition (On Status Change) and again the Notify Other Recipients is not getting the CC email address. Using Notify CCs emails the Watchers CCs. But it is not emailing the email addresses in the CC field of the Resolve ticket form. Thierry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT not generating email for CCs/AdminCCs
The action says 'Notify Other Recipients'. I do not have 'Notify Others' as an option, The RT version used is 3.6.6 updated from 3.6.5, updated in turn from 3.6.4. Thierry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT not generating email for CCs/AdminCCs
Steve, Thanks for the great explanation. It makes sense. But isn't there a usability issue on the Ticket/Update page? If you can fill the CC field without a Message, then the results are not as expected (looking at a classic email interface, Outlook for example). At a minimum an error message should mention that the CCs were not emailed. Maybe there is a way to make the CC emailing happen with a custom Scrip? Thierry ___ 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
[rt-users] SelfService for Privileged users?
Is there a setting somewhere to 'force' the UI for privileged users to use the SelfService pages? Thanks, Thierry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Modifying Data Label in RT 3.8.1
Same issue here. How do you set the system default language? I could
not find anything in the User interface.
Another thread suggested to add the following in the rt3/etc/RT_SiteConfig.pm
Set($AutoCreate, {Privileged = 1, Lang = 'fr'});
But that did not work.
Thanks,
Thierry
On Mon, Feb 16, 2009 at 2:44 PM, Jerrad Pierce
jpie...@cambridgeenergyalliance.org wrote:
On Mon, Feb 16, 2009 at 15:04, Chris Nelson cnel...@delivra.com wrote:
to the bottom of rt3/lib/RT/I18N/en.po, restarted apache, and it worked like
a champ! Is there a way to get RT to use the en_qaa.po file so that upgrades
won't destroy those changes?
Yes, you have to set your language to that dialect in user preferences.
You should also be able to set the system default language to that dialect.
--
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[rt-users] Changing default language
Hello, I am trying to understand how the default language setup works in RT. There are plenty of .po files in rt3/lib/RT/I18N/ but how do you change from en to fr for example? Thanks, Thierry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Changing default language
Thanks. I tried the Set(@LexiconLanguages, qw(fr)); suggestion but this only disables the current en.po file somehow. For example, 'Homepage' is no longer translated to 'Home'. And the fr language is still not used... Thierry On Thu, Mar 25, 2010 at 4:34 AM, Raed El-Hames r...@vialtus.com wrote: Hi Thiery; You can try the following settings in RT_SiteConfig.pm: #An array that contains languages supported by RT's internationalization #interface. Defaults to all *.po lexicons; setting it to Cqw(en ja) will make #RT bilingual instead of multilingual, but will save some memory. Set(@LexiconLanguages, qw(fr)); Look it up in RT_Config.pm Regards; Roy Thierry Thelliez wrote: Hello, I am trying to understand how the default language setup works in RT. There are plenty of .po files in rt3/lib/RT/I18N/ but how do you change from en to fr for example? Thanks, Thierry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Can a global scrip be disabled for a given queue?
Hello, I have the requirements to not send notifications 'on correspond' to the requestors for a given queue (that's scrip #6). But I wish to keep it for other queues. Do I need to disable it (scrip fields Stage Disabled) and then recreate it locally for all the other queues? Thanks, Thierry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Can a global scrip be disabled for a given queue?
John, That's a great idea. Could I just test the queue name? I am no that familiar with Perl/RT but could it be something like: return ($self-TicketObj-QueueObj-Id ne MySpecialQueue); (How do you access the queue name?) Thierry On Fri, Mar 26, 2010 at 3:48 PM, John Hascall j...@iastate.edu wrote: When I wanted to do a similar thing, I found it easier to modify the global scrip (Custom Condition) to recognize a special address in that field for the queue: return (($self-TransactionObj-Type eq Correspond) ($self-TicketObj-QueueObj-CorrespondAddress() ne NONE)); John --- John Hascall, j...@iastate.edu Team Lead, NIADS (Network Infrastructure, Authentication Directory Services) IT Services, The Iowa State University of Science and Technology Hello, I have the requirements to not send notifications 'on correspond' to the requestors for a given queue (that's scrip #6). But I wish to keep it for other queues. Do I need to disable it (scrip fields Stage Disabled) and then recreate it locally for all the other queues? Thanks, Thierry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Found a missing translation call
I think that the Elements/PageLayout line 159 (RT 3.8.7):
a href=%RT-Config-Get('WebPath')%/%$type-{$action}-{'path'}%%
$type-{$action}-{class} ' class='.$type-{$action}-{class}.''
|n %% $type-{$action}-{id} ' id='.$type-{$action}-{id}.''
|n %%$type-{$action}-{'title'}%/a
should be:
a href=%RT-Config-Get('WebPath')%/%$type-{$action}-{'path'}%%
$type-{$action}-{class} ' class='.$type-{$action}-{class}.''
|n %% $type-{$action}-{id} ' id='.$type-{$action}-{id}.''
|n %|/l%$type-{$action}-{'title'}%//a
to get the tags translated.
Thierry
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Re: [rt-users] Can a global scrip be disabled for a given queue?
This looks great! For now I am using John's suggestion, but I will give it a try later. Thanks, Thierry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Attachments on disk?
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
[rt-users] Creating a read-only monitor type role
Hello all, I need to create a role (or group) for users that will have read-only access to the system. They need to look at a particular queue, look at the tickets,... but they should not be able to submit tickets, or be assigned a ticket or participate in the workflow. I am playing with the queue rights but so far I am not sure how to set that up. Any suggestions? Thanks, Thierry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Creating a read-only monitor type role
Emmanuel, You are right and I overlooked the rights under for that queue for Privileged users. On the other hand there is maybe a UI improvement to consider: If a user has no rights to create a ticket, you can still see the quick ticket creation dialog and the create ticket button, even if using them results in an error message since no queue is assigned. I would be cleaner to not present this dialog and button in the first place. Thanks, Thierry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Wiki redux
Hello, I just found this link http://wiki.bestpractical.com/view/Spreadsheet+RequestorDetails Interesting but it appears to not work with rt-3.8.7. I am not very familiar with the RT versions. What would be needed to port it? Here is the error: Failed to find Requestors-UserMembersObj-First-RealName - Can't call method RealName on an undefined value at (eval 4559) line 1. Stack: [(eval 4559):1] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:320] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:224] [/opt/rt3/share/html/autohandler:53] Thanks, Thierry Thelliez On Fri, Jul 17, 2009 at 11:13 AM, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: I've added a couple of interesting tidbits to the wiki today that might be useful for some of you: http://wiki.bestpractical.com/view/Spreadsheet+RequestorDetails http://wiki.bestpractical.com/view/ForkTemplate http://wiki.bestpractical.com/view/MailingListIntegration Also, Ruslan has created http://wiki.bestpractical.com/view/RT4WishList P.S. Wouldn't it be kind of nice if there were a periodic message to the list with info akin to http://wiki.bestpractical.com/recent/additions ? -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com RT 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] Unable to access site after reboot
Broken dependencies happen to me very often (most of the time?) after CentOS updates. Thierry I bet you're running RedHat Enterprise 5.5 and RHN upgraded your Perl, breaking modules that RT depends on. 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] rt_client ruby: Issue with attachments in a multipart email
Hello, It seems that if a user sends an HTML formatted email (multipart) with an attachment. RT_Client does not dig deep enough to get to the attachment when calling rt.attachments. The multipart part is unamed and rt_client does not look into it. Before I try other libraries: - From what I see on their wiki, roart does not do attachments, is that correct? - Is there a similar problem with RT::Client::REST? Thanks, Thierry
Re: [rt-users] rt_client ruby: Issue with attachments in a multipart email
Sorry, there is a bug, but not the one I thought it was. Calling 'by hand' the REST interface does show the attachment ID. My issue is with a character in the filename breaking rt_client parsing, I think. My attachment file name has spaces, commas and dots. I am quite sure that the problem is somewhere here: m=v.match(/(\d+):\s+(.*?)\s+\((.*?)\s+\/\s+(.*?)\)/) I will report back later. Thierry
Re: [rt-users] rt_client ruby: Issue with attachments in a multipart email
Ok, 2nd correction. sorry. The error was not with the multipart, and not with the regular expression. It is in the line: list = th[attachments].to_s.split(,) It is splitting the lines based on the presence of commas. My filename contains a comma... Thierry
Re: [rt-users] rt_client ruby: Issue with attachments in a multipart email
Tom, Thanks you so much. I was finally getting to it when I saw your email. I tried your fix and it works for me. More testing later. Thierry
Re: [rt-users] REST interface and long file names?
Another piece of info, the filename is 111 character long. Thierry
Re: [rt-users] REST interface and long file names?
Here are few more details. The web interface access to this attachment works fine. Looking at the full header under Ticket/Display.html?ShowHeaders=1;id=123 shows the subject in one line. And I can download the attachment fine. But if I call REST/1.0/ticket/123/attachments/1302 then the mysterious two extra lines and the wrapping appear. Thierry
[rt-users] rt-client ruby: Problem with large attachments
An end user posted a 16mb attachment (pdf) and rt-client does not like it. The regular expression on 'Content' shocks. Stack overflow in regexp matcher: /Content:\s+(.)/m (RegexpError) That's in get_attachment in client.rb (I am using ruby 1.8.7 p302) Thierry
Re: [rt-users] REST interface and long file names?
I fixed the issue on the client side (rt-client in ruby). It should be fixed on the server side but I am not intimate enough for the RT code to propose a fix. In rt-client / client.rb / get_attachment, I replaced headers = TMail::Mail.parse(resp) with resp.gsub!(/(id:\s.*\n)\n/,'\1') #Extra line after id: resp.gsub!(/\n(\nCreator:\s)/,'\1') #Extra line before Creator: resp.gsub!(/(Subject:\s.*)\n\s+(.*\n)/,'\1 \2') #Subject wrapping headers = TMail::Mail.parse(resp) Thierry
Re: [rt-users] REST interface and long file names?
Agreed. My fix is just temporary for someone else that could encounter the same issue now. The real fix should be on the RT side. I am not familiar enough with the RT stack to find where the issue is. When I print the attachment subject from Perl, it does wrap on two lines. Maybe the issue is even earlier in the process? Data entry? Thierry
[rt-users] RT and mySQL cluster?
Hello all, Has anyone some experience running RT on top of MySQL Cluster? Feasible? Overkill? Any issues? We think that with our application we will see peaks/burts of tickets submissions. We want to be able to absorb these peaks safely. Cheers, Thierry
Re: [rt-users] RT and mySQL cluster?
Thanks all for the quick answers. In terms of sizing, we could have several thousands (max = 10,000; more realistically 3,000) tickets submissions within a day. They will not be nicely spread during the day. Some hours might be a lot busier than others. Each ticket will have at least one attachment (about 1 to 3 mb each). I am just starting to learn about MySQL Cluster, trying to find an architecture that could be robust enough to minimize data loss in case of failure. In other words, we do not want to lose hours of submitted tickets if something bad happens. Likewise, we want to provide continuity of operations even if a server goes down. From what I read in this forum, RT should be fine with the volume assuming a decent server. My concern is more about robustness. Thanks for your comments and suggestions. Thierry
Re: [rt-users] RT and mySQL cluster?
And to respond to Emmanuel's question about queues/group/privileged users, this is a simple setup... 2 queues, 5 groups, and a dozen privileged users and few hundred unprivileged ones. So I understand that this is ok? Thierry Thelliez
[rt-users] Retrieving tickets with activities since a give date?
Hello, I would like to retrieve all the tickets for which activities have happened after a give date (any correspondence, status change,...). Is there a way to do that from the UI? (actually I am interested in the REST interface). Or should some code code be written? Thanks, Thierry
Re: [rt-users] rt_client ruby: Issue with attachments in a multipart email
Tom, Yesterday I encountered another similar issue. Looking at the code, I see that the attachments parsing (in rt_client0.3.7) relies on a pattern assuming '),' as a separator. client.rb line 608: pattern = /(\d+:\s.*?\)),/ But one of ours users uploaded a file with '),' in the file name... Also the above pattern skips the last attachment in the list. Although I think that this is always an 'unnamed' one. One of the problems is that the TMail::Mail.parse scraps the line breaks. So this makes it difficult to write a reliable regular expression. So ideally the code should be reorganized to parse 'resp' without the TMail parsing, I think. For this morning, I just made the regular expression a lot less likely to hit a false positive: pattern = /\d+:\s+.*?\s+\(.*?\/.*?\s+\/\s+.*?[bkm]\)(,\s|$)/ Not perfect, but better for now. (BTW, above I try to match a 'b' or a 'k', I am assuming that an 'm' could happen, not sure) Thierry Thelliez On Tue, Oct 26, 2010 at 3:59 PM, Thierry Thelliez thierry.thelliez.t...@gmail.com wrote: Tom, Thanks you so much. I was finally getting to it when I saw your email. I tried your fix and it works for me. More testing later. Thierry
Re: [rt-users] 3.8.x serious security issue with mixing sessions
I just found this thread about Mixed sessions. We are experiencing the same problem with RT 3.8.7, sitting behind an Apache based proxy + load balancer. The backend is a MySQL cluster but that should not have an impact on the user sessions. We have two instances of RT connected to the same backend. In other words, the front ends connect (load balance) to two RTs. These RTs connect to the same Cluster. Could the apache load balancer be the issue? Suggestions? Thierry
[rt-users] Load balancer and RT
Hello, For availability more than scalability, we would like to run two instances of RT (different hardware). Are there some issues to look for? Right now we have a simple Apache based load balancer but we are getting user session mix up. Any experience implementing such configuration? Thanks, Thierry
Re: [rt-users] Load balancer and RT
Roy, Thanks for your answer. Could you please tell me more about your proxy settings? We have a virtual host definition like the following. Yesterday we started adding the ProxyPreserveHost, ProxyVia, ProxyPassReverseCookieDomain while chasing the session mix up issues. It is still happening although very rarely. And it is hard to reproduce on demand... This virtual host points to two RT instances. RewriteEngine on RewriteRule ^/(.*) - [P,QSA] ProxyPreserveHost ON ProxyVia Full KeepAlive On ProxyPassReverseCookieDomain mydomain.com Proxy balancer://proxy-balancer BalancerMemberhttp://xxx.xxx.xxx.xx1/rt_demo BalancerMemberhttp://xxx.xxx.xxx.xx2/rt_demo /Proxy ProxyPass /rt_demo balancer://proxy-balancer And on each RT instance we have the 'classic' setup: Alias /rt_demo /opt/rt3/share/html PerlModule Apache2::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl AddOutputFilterByType DEFLATE application/x-javascript text/css text/html Location /rt/NoAuth Order allow,deny Allow from all Satisfy any /Location Location /rt/REST/1.0/NoAuth Order allow,deny Allow from all Satisfy any /Location Directory /opt/rt3/share/html AllowOverride All Options ExecCGI FollowSymLinks AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason /Directory Thanks, Thierry
Re: [rt-users] Load balancer and RT
Roy, Thanks for the info. May I ask you what you use for the backend? I am assuming that your 2 RT web servers are connected to the same MySQL? What redundancy architecture have you adopted? Thanks again. Thierry
[rt-users] LVS and RT
Hello, We have been playing with different redundant architectures. The system we are trying now is comprised of: 1- Two front end servers running an LVS based proxy system. Proxy to RT and also other apps. 2- The two previous servers load balance to two RT servers. 3- The RT servers talk to a MySQL Master/Slave setup. We are trying to understand how Mason/Perl/RT are managing end user sessions. We are getting session mix-ups. User A becomes User B... Any experience with such a setup? Or any enlightenment on how user sessions work in RT? Thanks Thierry
[rt-users] Why no search options for Deleted tickets?
I am just curious as why one cannot search for deleted items from the UI (3.8.7). Is there a technical reason? Or a process issue? In a past email discussion, I saw that one could create a special page to display the deleted tickets. But I just wonder the reason why it is not available in the first place. Thanks, Thierry 2011 Training: http://bestpractical.com/services/training.html
[rt-users] RT UI shows an attachment name but no link to it
Hello all, We have two strange tickets for which RT (3.8.7) shows an attachment name in the UI, but the history does not provide us with a link to that attachment. We will have to dig in the database to get more info. But I was wondering if an aborted upload would produce such behavior. Has someone experienced/seen something like that? Thanks, Thierry 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Restricting to one attachment per ticket
In order to sync the life cycle of attachments and tickets, we are exploring the idea of restricting to just one the number of attachment for a given ticket. Has anyone done that? Where would be a good starting point? Thanks, Thierry Thelliez 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Restricting to one attachment per ticket
Thanks for your answers. The use case is that end users are submitting forms as attachments. This works fine until they want to submit updates to these forms. Some are submitting a new ticket with the updated form, some are just adding an attachment (updated form) to an old ticket. Since we are associating the form status with the ticket status, it becomes confusing to have multiple forms in one ticket. For example the first submitted form could have wrong data, when a second form could be correct. I was thinking of creating a scrip 'On Correspond' checking for existing attachments. Since the forms are expected to be Excel-like, we could count only the .xls(s,m) and .csv. We would then reject a new correspondence if it comes with an attachment AND if we already have one Excel-like file. I am not an expert in Perl/RT. Any piece of code to help me started would be really appreciated. Thanks, Thierry 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Encoding error
Hello, With RT 3.8.7, we are getting relatively often (about 1 out of 5 attachments) the following encoding error: Can't call method add_suspects on unblessed reference at /usr/lib/perl5/5.8.8/i386-linux-thread-multi/Encode/Guess.pm line 36. The intriguing part is that resubmitting the attachment works most of the time. Any suggestions on how to address that? We are going to upgrade to 3.8.10, hoping that this will solve this issue. Thanks, Thierry Thelliez RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Encoding error
Dominic, Thank for your answer. We check our current version and we are at 2.43... # grep VERSION Encode.pm our $VERSION = sprintf %d.%02d, q$Revision: 2.43 $ =~ /(\d+)/g; XSLoader::load( __PACKAGE__, $VERSION ); There is a 2.44 version but the release notes ( http://cpansearch.perl.org/src/DANKOGAI/Encode-2.44/Changes) does not appear to have addressed this issue. In fact I do not know if the problem is with Encode, Perl, or with RT... I looked at the current bug list (https://rt.cpan.org/Public/Dist/Display.html?Name=Encode), but nothing similar has been reported recently. Thierry RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Fix: ruby rt_client breaks when RT sub version number has two digits
Upgrading from RT 3.8.7 to 3.8.10 revealed a bug in the Ruby rt-client library.
In several places, the following regular expression is used in client.rb:
resp.gsub!(/RT\/\d\.\d\.\d\s\d{3}\s.*\n\n/,) # toss the HTTP response
but that does not catch 3.8.10. It could/should be:
resp.gsub!(/RT\/\d\.\d\.\d+\s\d{3}\s.*\n\n/,) # toss the HTTP response
I tested this simple fix and it works here.
Thanks,
Thierry Thelliez
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] Fix: ruby rt_client breaks when RT sub version number has two digits
Actually, since there is no version checking, there could be a simpler check for just ' * 200 Ok'. Thierry RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Encoding error
Just to follow up, we migrated from 3.8.7 to 3.8.10 and that fixed our issue. The Encode library stayed at the same version number (2.43). I am guessing that the problem was in some RT code. Anyway, we are not seeing the error anymore. Cheers, Thierry RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Password format and expiration
Just curious if anyone has implemented a password format validation and password expiration system for RT? We would like to have our users follow some password requirements (not the same as the username, no less that x characters, at least a special character, at least a number, ... ) and these passwords should expire after x number of months... Thierry RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] rt-client 0.4 bug for uploading attachments
Today I found a bug in rt-client when trying to programmatically create a ticket. Uploaded binary files were corrupted. In fact the two last bytes were missing. The bug is in client.rb. Sorry, I just closed my VM but it is towards the end of the file at the line including: body File.read(v) An empty line should be added just after the file content. Here is my fix: body File.read(v) body \r\n Cheers, Thierry Thelliez
[rt-users] Could the admin be blocked from setting passwords?
In some systems the admin can only reset the end user passwords. They cannot know the passwords by setting it themselves. In RT (3.8) if admins set the passwords, then they could log in as the user themselves. Is that possible to forbid that in RT? I would like to avoid issues about who did what to a ticket. I realize that the user administration UI would have to be different (default passwords, reset password button for the admin, 'forgot password' feature for the end users,...). Thanks, Thierry
[rt-users] How can users of the same group share tickets?
Hello all, If we have two submitters (john and jane) belonging to the same group, can we have them share their tickets? If john submits a ticket, I would like jane to be able to edit it. In other words, I need a group level ownership rather than an individual level ownership. Is that possible in RT? Thanks, Thierry -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] LDAP read AND write?
Hello, Learning how one could connect RT(4) and LDAP, I am wondering if RT can write to the LDAP tree. I am guessing that RT can check an LDAP directory for a given existing user and validate a password. But can RT create an LDAP entry (from the root User creation screen for example)? Thanks, Thierry -- RT Training - Dallas May 20-21 http://bestpractical.com/training
[rt-users] Trigger a scrip(t) in case of user creation
Hello, Is it possible to intercept user creation events? As a scrip condition? Thanks, Thierry -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Not creating a user on CC
I am trying to avoid creating a user in the first place. From what I have been able to trace in the RT code, a first class user is created from the CC field. But that's a bit confusing in our case. We are using our own external authentication system and when CCs are automatically created, our system detects the new user and let them request a password. But since we just want them to be receiving emails, not accessing RT, a password leads them to confusion. They cannot/should not see anything in RT. Of course we could change our code to double check if these accounts are 'empty' (not members of anything). But I was wondering if we could skip the user account in the first place. That might be tricky since we still want them to receive correspondence about the ticket. Thanks, Thierry On Wed, Sep 21, 2016 at 9:05 AM, Matt Zagrabelny <mzagr...@d.umn.edu> wrote: > On Tue, Sep 20, 2016 at 4:26 PM, Thierry Thelliez > <thierry.thelliez.t...@gmail.com> wrote: > > Hello, > > > > Under RT 4.2, is it possible to not automatically create a user from the > CC > > field? > > It is possible to create a user - that has an email address as a > "name". RT uses the field "name" to mean username. > > I just tested it on my 4.2 test system and it works. > > > > We would like that the CCed users receive emails from ticket > correspondance > > without creating for class user accounts. > > > > In one email thread from 2015, I saw the reference to a variable: > > AutoCreateNonExternalUsers. I am not entirely sure that this is what I > > need, but that does not seem to be available in 4.2, correct? > > AutoCreateNonExternalUsers makes it sound like it auto creates local > users - I'm not sure how that applies here. > > Perhaps that config variable is for an extension or extra module. > > -m > - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
[rt-users] Not creating a user on CC
Hello, Under RT 4.2, is it possible to not automatically create a user from the CC field? We would like that the CCed users receive emails from ticket correspondance without creating for class user accounts. In one email thread from 2015, I saw the reference to a variable: AutoCreateNonExternalUsers. I am not entirely sure that this is what I need, but that does not seem to be available in 4.2, correct? Thanks, Thierry - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
