[rt-users] Backend of search and querybuilder

Hi All, Can someone please let me know how the search option and the query builder act in the backend when we try to run some queries and fetch some results. I mean to say that how they fetch the info from and which particular tables they refer to? I need this info in order to play around with

[rt-users] Query Builder search on Told

In query builder - how do I search on dates that are NULL? I have tried Told = NULL and lots of other combinations... We are using RT 3.81 Thanks Matt ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.be

Re: [rt-users] table not found error

FYI, as my co-worker just pointed out, the FM* tables below are due to a very old installation of RTFM... Those can be disregarded. James Moseley +-+ | Tables_in_rt3 | +-+ | ACL | | Attachments | | Att

Re: [rt-users] table not found error

When you moved the RT instance to another server, did you upgrade it? If so, did you upgrade the database as well? If you moved the database, how exactly did you do that? What version are you running now? I'm running 3.8.2, and all table names are capitalized (with the exception of one) , so I'

Re: [rt-users] Auditing ticket accesses

On Fri 24.Apr'09 at 12:25:35 -0500, Flynn, Timothy J wrote: > I am looking for a way to record when someone views a ticket and log it > somehow. I know the url accesses are in apache logs. I am looking for > something long term that people could easily see when a ticket was > accessed, by who,

Re: [rt-users] not sending AdminCC mail to owner?

Just for clarity, I am also an admincc watcher of the queue. Anyone have any idea why admincc would be suppressed? On Apr 24, 2009, at 12:33 PM, Jo Rhett wrote: > I modified the default Script to send AdminCC mail to AdminCCs and the > Owner of the ticket. > > I observed today that it sends to ev

Re: [rt-users] Query Builder very slow after system update

On Fri 24.Apr'09 at 16:13:12 +0200, Liviu Costea wrote: > Hello, > > > > We recently updated our RT3 server ( RT 3.8.1 , around 20 tickets) from > Red > Hat Enterprise Linux 5.1 to 5.3 (yum update). The new MySQL installed version > is 5.0.45. > What does mysqltuner.pl say about your 5

[rt-users] table not found error

DBD::mysql::st execute failed: Table 'rt3.Users' doesn't exist at however when i go into mysql show tables; mysql> show tables; +-+ | Tables_in_rt3 | +-+ | CustomFields| | ObjectCustomFields | | ScripActions| |

[rt-users] Date Conversion question

To any and all, We have been scratching our collective heads over here trying to figure out why we get two different results in RT when passing some dates. We are converting from a legacy file and have the conversion program using API. Here's the problem; when we pass RT a date we want to

Re: [rt-users] AdminCCs on Queue don't receive notice on new tickets

GravyFace, You have to have a notification scrip to notify the AdminCc or Cc watcher in order for them to get an email. Just HAVING a Cc watcher or AdminCc watcher doesn't get it done. Kenn LBNL On 4/24/2009 11:53 AM, GravyFace wrote: > Not sure if this is the feature or security right I

Re: [rt-users] rt3 performance problem when updating a ticket

Hi all Thanks for all feedbacks! Indeed I have a network problem on my server since yesterday, so the problem does not come from RT... the mailq command shows many "(Deferred: Connection timed out with my.mail.server.)" Oleg. On Fri, 2009-04-24 at 17:40 +0100, Ruslan Zakirov wrote: > I want t

Re: [rt-users] Auditing ticket accesses

Flynn, Timothy J wrote: > I am looking for a way to record when someone views a ticket and log it > somehow. I know the url accesses are in apache logs. I am looking for > something long term that people could easily see when a ticket was > accessed, by who, and when. I was thinking about a scri

[rt-users] not sending AdminCC mail to owner?

I modified the default Script to send AdminCC mail to AdminCCs and the Owner of the ticket. I observed today that it sends to everyone *but* the owner. So our adminccs are John Jo Owen Archive If nobody is the owner, we all receive the e-mail. But if I am the owner, the recipients of th

Re: [rt-users] Auditing ticket accesses

> I'm assuming you're using mysql otherwise if you would be using Oracle > you could use the auditing functionality of Oracle to audit access to > your RT tables. And if he were using Postgres, or SQLite? Really though, this seems a rather dubious endeavor, as you're likely to end up logging many

[rt-users] AdminCCs on Queue don't receive notice on new tickets

Not sure if this is the feature or security right I'm looking for, but new tickets created do not CC or notify the Staff group I've created. I've added the Staff group to the Watchers under the Configuration > Queue page, but when a new ticket is created, there's no notification sent out. I'd like

Re: [rt-users] Auditing ticket accesses

Hi; A while back I added a ticket custom field with Enter multiple values , and then a line lines of code in Ticket/Display.html if (! $session{'pull'}{$id}) #$RT::Logger->debug("someone viewing this ticket ". $TicketObj->Id); $TicketObj->AddCustomFieldValue(Field=>'Pulled

[rt-users] Auditing ticket accesses

I am looking for a way to record when someone views a ticket and log it somehow. I know the url accesses are in apache logs. I am looking for something long term that people could easily see when a ticket was accessed, by who, and when. I was thinking about a scrip to do this to record instances

Re: [rt-users] rt3 performance problem when updating a ticket

I want to note that Set($SendmailArguments, "-ODeliveryMode=q" ); is incorrect. Default value in the RT config is not empty. So new value should be: Set($SendmailArguments, "-ODeliveryMode=q -oi -t" ); On Fri, Apr 24, 2009 at 6:56 PM, Raed El-Hames wrote: > Oleg; > > You need to bare in mind th

[rt-users] CustomField ComboBox -- does it ADD values?

I had expected the custom field combobox to add a value to the list of values available when a value was added. So if someone sees a drop down list with red, orange and yellow, they can enter green for the custom field and then next time anyone goes to assign a value for the custom field, th

Re: [rt-users] Urgently need the E-R diagramfor RT schema for 3.8

On Apr 24, 2009, at 10:43 AM, Uday Dey wrote: >Many thanks for your quick update. But I already have the > 3.4 version schema. I was looking for the one which was built for 3.8 > version. As it is quite a task to do it on such a short notice, I am > looking for something readymade. It

Re: [rt-users] Urgently need the E-R diagramfor RT schema for 3.8

Uday; The diagram I sent you (which was blocked by the list because of its size), is the one within the src for rt-3.8.2 rt-3.8.2/docs/rt3-schema-relationships.dot I have not rolled out 3.8.2 , I just started playing with the source code If its the same as the 3.4 then it suggests nothing chang

[rt-users] Printing the Tickets from the search results

I am trying to print the tickets that result from a search. We have a CF for location, so before the tech goes out to a location they search for all tickets in the queue with CF = the location they are going. We would like to be able to print the ticket details from this search without individual

[rt-users] Migration

Hi all, I haven't seen this on the list so I will send the email again. Please find attached a short description on how I migrated our 26K bugzilla tickets to RT. Any comments or fixes will be welcomed. Environment: - OS: Debian Etch 2.6.18-6-486 - RT version: 3.8.2 - MySQL version: 5.0.32-Debia

Re: [rt-users] Urgently need the E-R diagramfor RT schema for 3.8

Hi Roy, Thanks, but I am afraid that this is the same E-R diagram which I have for 3.4 as well. There is no change in it at all. I would be really grateful if you can share the 3.8(i.e. the updated version of RT) schema E-R diagram with me. Regards, Uday -Original Message- From: R

Re: [rt-users] Reqest Tracker CentOS 5.3 setup

First and foremost, please email your requests for assistance to the mailing list. With that said, the main installation guide is Unix-generic, but if you know enough about your particular OS, you shouldn't have too many problems. Cent OS/RHEL (and other) guides do exist in the official RT setup

Re: [rt-users] rt3 performance problem when updating a ticket

Oleg; You need to bare in mind that Set($SendmailArguments, "-ODeliveryMode=q" ); puts the message in a mail queue, you need to check the frequency of how often your mta process its queue btw, you are using sendmail ?? because the above line wont work if you are using exim, you need : Set($Se

[rt-users] Query Builder very slow after system update

Hello, We recently updated our RT3 server ( RT 3.8.1 , around 20 tickets) from Red Hat Enterprise Linux 5.1 to 5.3 (yum update). The new MySQL installed version is 5.0.45. Since the upgrade RT3 is working normally except Query Builder ( http:///rt3/Search/Build.html

Re: [rt-users] Urgently need the E-R diagramfor RT schema for 3.8

Hi Alberto, Many thanks for your quick update. But I already have the 3.4 version schema. I was looking for the one which was built for 3.8 version. As it is quite a task to do it on such a short notice, I am looking for something readymade. It would be of great help if someone can sha

[rt-users] Query Builder very slow after system update

Hello, We recently updated our RT3 server ( RT 3.8.1 , around 20 tickets) from Red Hat Enterprise Linux 5.1 to 5.3 (yum update). The new MySQL installed version is 5.0.45. Since the upgrade RT3 is working normally except Query Builder ( http:///rt3/Search/Build.html

Re: [rt-users] Urgently need the E-R diagramfor RT schema for 3.8

Hi Uday, The schema for RT 3.4: http://bestpractical.com/rt/3.4-schema.png This tells you how you can generate the schema for your version: http://wiki.bestpractical.com/view/DBSchema Best regards, ALBERTO VILLANUEVA DEL VAL Consultor Altran Techno

[rt-users] Urgently need the E-R diagramfor RT schema for 3.8

Hi All, Greetings. I urgently need the E-R diagram for RT(version 3.8) schema structure. If someone can provide me the same ASAP, then it would be greatly appreciated. Regards, Uday __

[rt-users] alerting images in dasboards

Dear all, do you have any idea about putting some images in dashboard? I just want to put there some kind of notifiers. For example, i have a dashboard on my RT-at-glance with a list of tickets. Can i somehow put there small "graphic" notifier about, for example ticket overdue? I tried to put some

Re: [rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config

Ruslan Not sure whats going on just did a fresh install on my test rig with blank config all works now so will work it out from here. Many thanks for taking the time to have a look. Regards Simon -Original Message- From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com] Sent: 24 April

Re: [rt-users] rt3 performance problem when updating a ticket

Oleg, You need to check your mail system, the problem is not with RT but there. That is why the performance improved when you selected "queue mail mode" in the sendmail arguments. Good luck, Ken On Fri, Apr 24, 2009 at 03:34:21PM +0200, Oleg Sladkoff wrote: > Hello > > slight problem, RT doesn'

Re: [rt-users] Showing a requestor all his tickets

Jean-Christophe Boggio wrote: > Hello, > > We have about 20 specialized queues and one "initial" queue (where all > new tickets go). When someone takes the tickets, he will move it to > another queue. > > We want the requestor to log in to the interface and see the status of > all his tickets, whi

Re: [rt-users] rt3 performance problem when updating a ticket

Hello slight problem, RT doesn't send any mail since I updated the configuration (nothing in rt's logs ) any help appreciated ! Oleg. On Thu, 2009-04-23 at 09:49 +0100, Oleg Sladkoff wrote: > Hi Ruslan > thanks for your feedback :) > > after making a few tests it appears that the gap appear

[rt-users] Showing a requestor all his tickets

Hello, We have about 20 specialized queues and one "initial" queue (where all new tickets go). When someone takes the tickets, he will move it to another queue. We want the requestor to log in to the interface and see the status of all his tickets, whichever queue they are in. And we'd like it on

Re: [rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config

Ruslan Hi Thanks for answering, please see comments below apologies if I am being dense this is all very new to me. -Original Message- From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com] Sent: 24 April 2009 13:33 To: Simon Dray Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-use

[rt-users] RT Evaluation with Oracle database

Hello Folks, I am trying to evaluate RT with Oracle 10g database. here is what I h'v done so far, 1)downloaded rt-3.8.2 s/w 2)created user as per README.Oracle 3)ran ./configure command as per REAME.Oracle 4)Upon completing ./configure , ran make testdeps 5)failed for few, then ran make testdeps

Re: [rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config

1) you should delete RT:: prefix from 3.8 config, Set( $RT::XXX, ... ); should be Set( $XXX, ... ); 2) Have you applied SLA Custom Field? I think you skipped "make initdb" step and created CF manually. This is fine, but you must apply this CF globally or to a queue. On Fri, Apr 24, 2009 at 4:05

[rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config

Hi We are running 3.8.2 with SLA version 2 I have added the RT::SLA and configured it in the RT_Siteconfig I have create a custom field which applies the SLA to Tickets and enabled it in the Global for Tickets, My config looks like this # SLA config Set( %RT::ServiceBusinessHours, ( 0 => { Na

Re: [rt-users] sessions table is lost after a system crash

On Fri, Apr 24, 2009 at 1:23 AM, Tim Cutts wrote: > > On 23 Apr 2009, at 6:54 pm, Tom Lahti wrote: > >> Kenneth Marshall wrote: >>> Tim, >>> >>> I am curious. Are you using InnoDB tables or MyISAM tables? >>> I thought that RT needed InnoDB. Does it have a problem with >>> system crashes and recov

Re: [rt-users] Migration

Hi all, Please find attached a short description on how I migrated our 26K bugzilla tickets to RT. Any comments or fixes will be welcomed. Environment: - OS: Debian Etch 2.6.18-6-486 - RT version: 3.8.2 - MySQL version: 5.0.32-Debian_7etch8-log Cheers, Javier Garcia Systems Engineer at Snow Vall

Re: [rt-users] External Authentication

Thu 23 Apr 2009 21:26:12 GMT Jeff Lucas wrote: > I’ve configured a DEV instance of RT 3.8.2 to test AD authentication but > am getting the following in my rt.log… > > *[Thu Apr 23 19:37:58 2009] [error]: FAILED LOGIN for jeff from 10.x.x.x > (/apps/rt-3.8.2-dev/share/html/autohandler:268)* You ne