[rt-users] How to not create users in RT?

I have a queue setup that all Voicemails for a group of people get sent to, and the deal with them as tickets. I have it setup to create accounts and set passwords for non-domain users already, but I cannot change the from address to be the same for every voicemail. So I am getting 1000's of

Re: [rt-users] speeding up rt-shredder

Here is a crazy idea that I'm sure will have some kickback. But you can run more than one version of RT on the same box. Archive the old one and start a new one and learn from the lessons? -Mark -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun

Re: [rt-users] speeding up rt-shredder

Well, @ 1 ticket deleted per 40 seconds it will only take 324 days to clean up the DB. This is a bit crazy. On Tue, Jul 27, 2010 at 10:33 PM, Maxwell Rathbone wrote: >  I'd love the ability to export the attachments and store them on the > filesystem instead of in the database. Would certai

[rt-users] help - the otherwise fabulous mailgate can't ever seem to load a valid user.

Greeting all. How's this mailgate supposed to work? Is there a design doc or instructions other than the source? If I run /opt/rt3/bin/rt-mailgate --debug --queue General --action correspond --url http://localhost/rt"; , it fails with r...@valve~[5]17:14#/opt/rt3/bin/rt-mailgate --queue

Re: [rt-users] RTAddressRegexp - not clear to me

If life gives you lemons, keep them-- because hey.. free lemons. --- On Tue, 7/27/10, Mike Johnson wrote: From: Mike Johnson Subject: Re: [rt-users] RTAddressRegexp - not clear to me To: "Joseph Spenner" Cc: rt-users@lists.bestpractical.com Date: Tuesday, July 27, 2010, 2:35 PM It's really a

Re: [rt-users] RTAddressRegexp - not clear to me

It's really a safeguard, because not everyone that uses your RT instance is "smart" enough to prevent loops from happening. And my example showed 2 queues... but you only need email address and a "goofy" user for a loop to happen that will cripple the system. I've had end-users reply to an email

Re: [rt-users] speeding up rt-shredder

On Tue, 27 Jul 2010 22:28:51 +0200 ronald higgins wrote: OMFG indeed :) I'm use to working with much smaller DB's, this has been a challenge to say the least. We're using sendmail for RT, but RT itself is sitting behind MailMarshall & Exchange and i believe the MS Admins have set a max me

Re: [rt-users] speeding up rt-shredder

I'd love the ability to export the attachments and store them on the filesystem instead of in the database. Would certainly cut down the database size! I did find this, if it helps anyone: http://github.com/bestpractical/rt-extension-utils/blob/master/sbin/rt-extract-attachment This allows th

Re: [rt-users] RTAddressRegexp - not clear to me

--- On Tue, 7/27/10, Mike Johnson wrote: You need to include both, the queue email addresses, AND anything that forwards email to RT.   That setting prevents RT from sending emails that will "loop" infinitely in your system.   For example.   RT is setup with the basic autoreply, and reply on

Re: [rt-users] speeding up rt-shredder

OMFG indeed :) I'm use to working with much smaller DB's, this has been a challenge to say the least. We're using sendmail for RT, but RT itself is sitting behind MailMarshall & Exchange and i believe the MS Admins have set a max message of 10MB so should be good. On Tue, Jul 27, 2010 at 10:16 P

Re: [rt-users] speeding up rt-shredder

Hi Ronald what do you use as the mail server for your rt we have exim and can set max packet allowed to whatever. Id have a quick check if you're allowing anything over stupid - stomp on it Doesnt solve your current problem, but may fix it in future regards Garry Discover RT's hidden secrets

Re: [rt-users] speeding up rt-shredder

On Tue, Jul 27, 2010 at 3:54 PM, G.Booth wrote: > On Tue, 27 Jul 2010 21:28:37 +0200 >  ronald higgins wrote: >> >> Hi Garry, >> >> The RT DB is currently 215GB in size, 1.5 Million Tickets (Attachments >> table has 7 million entries). >> Yes, this badboy is what I inherited with the new job. I'v

[rt-users] Import users into RT

I'd like to import users into Request Tracker from a CSV or similar file. I found some info on gossamer, but not enough to get a working solution. Any really practical solutions are really appreciated. -- Carol Sabbar Director of Information Services Carthage College csab...@carthage.edu Disco

Re: [rt-users] speeding up rt-shredder

On Tue, 27 Jul 2010 21:28:37 +0200 ronald higgins wrote: Hi Garry, The RT DB is currently 215GB in size, 1.5 Million Tickets (Attachments table has 7 million entries). Yes, this badboy is what I inherited with the new job. I've already built another MySQL DB with the tables partitioned int

Re: [rt-users] speeding up rt-shredder

Hi Garry, The RT DB is currently 215GB in size, 1.5 Million Tickets (Attachments table has 7 million entries). Yes, this badboy is what I inherited with the new job. I've already built another MySQL DB with the tables partitioned intended for eventual cut over but the last few days have seen the c

Re: [rt-users] Install RT on Rackspace Cloud Server

On Tue, Jul 27, 2010 at 3:08 PM, Alex Moura wrote: > As Dominic and Kenneth pointed out, the planning should be simple but > carefully crafted. > Basically, having a new RT server installation, configured, tested and > running and a DB dump / restore will do the trick. > I only missed tips regardi

Re: [rt-users] speeding up rt-shredder

On Tue, 27 Jul 2010 20:33:03 +0200 ronald higgins wrote: Thanks for the script Garry :) Unfortunately it's pretty much the same, every delete taking about 40 seconds, so it doesnt look like adding the SQL logging in is adding any overhead :( pitty. OK, so that rules out overhead on the sh

Re: [rt-users] Install RT on Rackspace Cloud Server

As Dominic and Kenneth pointed out, the planning should be simple but carefully crafted. Basically, having a new RT server installation, configured, tested and running and a DB dump / restore will do the trick. I only missed tips regarding special attention to the DNS / MX part of the solution.

[rt-users] ExternalAuth - process to give privleged users access

Greetings all, This is more of a process question to those that are using ExternalAuth with their LDAP, and needing to assign Group permissions within RT. How do you go about doing this? As of right now, the only way I can see, is making the end-user login once so they exist in RT for me to be a

Re: [rt-users] Install RT on Rackspace Cloud Server

Good news! Using the procedure located HERE I was successful in getting a bare install of RT 3.8.8 up and running on the Rackspace CloudServer. Doing a bit of testing/tweaking now... I'll get a image of the build so far and t

Re: [rt-users] speeding up rt-shredder

Thanks for the script Garry :) Unfortunately it's pretty much the same, every delete taking about 40 seconds, so it doesnt look like adding the SQL logging in is adding any overhead :( pitty. On Tue, Jul 27, 2010 at 8:18 PM, G.Booth wrote: > On Tue, 27 Jul 2010 13:58:25 -0400 >  Maxwell Rathbone

[rt-users] Import tickets from a legacy ticket system into RT

Hi There, I'm sure this question has come and gone hundreds of time, I'm trying to import tickets from a old ticket system (very basic, and not RT). I have searched and found 2 scripts which apparently will import the tickets. http://wiki.bestpractical.com/view/ConvertLegacyToRt There is nothin

Re: [rt-users] Date format RT 3.8.8

Induni, We do this: *Set($DateTimeFormat, {Format => 'LocalizedDate', Time => 0,}); # Drops time from display* Try that and set what happens. Kenn LBNL ** On Mon, Jul 26, 2010 at 11:51 PM, Induni Marco wrote: > Hi all, > I'm running RT 3.8.8 and I wonder if is it possible to customize t

Re: [rt-users] speeding up rt-shredder

On Tue, 27 Jul 2010 13:58:25 -0400 Maxwell Rathbone wrote: Cool! Thanks for posting this. I'll run some benchmarks against what I'm using now to see if this is any faster. Max Hi Max One note for you and ronald, the script doesnt do the sql dump, so there's no way to get your stuff back

Re: [rt-users] RTAddressRegexp - not clear to me

You need to include both, the queue email addresses, AND anything that forwards email to RT. That setting prevents RT from sending emails that will "loop" infinitely in your system. For example. RT is setup with the basic autoreply, and reply on correspondence etc. RT has 2 queues, supp...@here

Re: [rt-users] speeding up rt-shredder

Cool! Thanks for posting this. I'll run some benchmarks against what I'm using now to see if this is any faster. Max On 7/27/2010 1:51 PM, G.Booth wrote: On Tue, 27 Jul 2010 19:04:35 +0200 ronald higgins wrote: Thanks for the response Maxwell, So i've added in a date, but alas, still ar

Re: [rt-users] speeding up rt-shredder

Did you try turning off logging either through the raising of the LogWarn level, or through my suggested modification? I was able to see quite a significant difference in simply turning off output from the script. It is an inconvenience, but I'm willing to accept that for the speed difference.

Re: [rt-users] speeding up rt-shredder

On Tue, 27 Jul 2010 19:04:35 +0200 ronald higgins wrote: Thanks for the response Maxwell, So i've added in a date, but alas, still around the 40 second mark. rt-shredder --force --plugin "Tickets=query,Subject like '%VIAGRA%' and LastUpdated >= '2010-07-01 07:00:00' AND LastUpdated <= '2

[rt-users] RTAddressRegexp - not clear to me

Upon nearly completing my RT installation, and running: # make initialize-database I got the message: == [Tue Jul 27 17:12:29 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to R

Re: [rt-users] speeding up rt-shredder

Thanks for the response Maxwell, So i've added in a date, but alas, still around the 40 second mark. rt-shredder --force --plugin "Tickets=query,Subject like '%VIAGRA%' and LastUpdated >= '2010-07-01 07:00:00' AND LastUpdated <= '2010-07-26 07:00:00';limit,2" --sqldump /tmp/shredder-restore-ticke

Re: [rt-users] speeding up rt-shredder

What command are you running to run shredder? For me, the best way to speed it up, was to ensure that I was specifying a date range, and to break it down into chunks(like one command per month) Max On 7/27/2010 10:45 AM, ronald higgins wrote: Thanks for the link, it's helped, but hoping for

Re: [rt-users] Install RT on Rackspace Cloud Server

Ben, In over 40 years in this business, I can hoestly say that the best way to implement any plan is to "keep it simple". My advice is to upgrade first, make sure it is working the way you expect and THEN try moving it. Otherwise, you run the VERY REAL RISK of complicating the problems and causes.

Re: [rt-users] Install RT on Rackspace Cloud Server

On Tue, Jul 27, 2010 at 09:56:28AM -0500, Ben McLendon wrote: > We've made multiple attempts to install RT on a Cloud server (Centos 5.5) > hosted at Rackspace with no success. Our plan is two fold: move our current > installation from our own internal server to the hosted one, and also upgrade

[rt-users] Install RT on Rackspace Cloud Server

We've made multiple attempts to install RT on a Cloud server (Centos 5.5) hosted at Rackspace with no success. Our plan is two fold: move our current installation from our own internal server to the hosted one, and also upgrade from 3.6.3 to the latest stable version in the process. Any ideas

Re: [rt-users] speeding up rt-shredder

Thanks for the link, it's helped, but hoping for more gains. I've applied the indexes as described and edited the Record.pm and it's knocked the deletes down to 40 seconds per ticket. Which translates to about 115 200 records per day or a week solid to delete my required 700 000 tickets. Any othe

Re: [rt-users] speeding up rt-shredder

Hi Ronald You need to add some more indexes to a few of the tables. this thread explains all. Think we got to a point where we could shred one user/ticket every 3-6 secs or so http://lists.fsck.com/pipermail/rt-users/2009-November/062395.html hope it helps regards Garry -- Dr Garry Booth

Re: [rt-users] ExternalAuth - loading fine but isn't authenticating to LDAP

Wow. 3 days of on/off debugging and getting frustrated, for a spelling mistake... hahahaha, Much appreciated Kevin. I can now login using an AD Account and it creates it properly in RT. Thanks! Mike. On Mon, Jul 26, 2010 at 5:03 PM, Kevin Falcone wrote: > On Mon, Jul 26, 2010 at 04:25:

Re: [rt-users] Request Tracker customisation

Lars Kristian Klykken a écrit : Please "reply to all" when you are answering list messages. So yes, MergeUsers is helpful when users have >1 mail address. Is it easy to use ? Well, yes, but you should just try it out on your test server and make up your own opinion. I mu

Re: [rt-users] Request Tracker customisation

Please "reply to all" when you are answering list messages. > > So yes, MergeUsers is helpful when users have >1 mail address. > > Is it easy to use ? Well, yes, but you should just try it out on your test server and make up your own opinion. > I must have a LDAP server or is it not necessary ?

Re: [rt-users] Request Tracker customisation

> My boss want me to have several E-mails for one customer it seems I > had to use RT Extension MergeUsers to do this > or can you tell me an other way ? > Is this Extension really helpfull within my situation ? We have several mail aliases for our users in LDAP. I use MergeUsers together with my

[rt-users] speeding up rt-shredder

Hi all. I'm trying to use rt-shredder to delete 700K tickets out of the RT Database but at the moment it's moving incredibly slowly. 1 ticket every few minutes is being deleted. Is there anyway to speed up rt-shredder deletes ? Command being issued: rt-shredder --plugin "Tickets=query,Subject li

Re: [rt-users] Request Tracker customisation

Georghy wrote: We also want to deactivate some information showed on the client selfservice, for exemple change status information and reminder are not relevant for our customer Do you know a way to do that ? (disabling scrips I guess but I can't find out wich one) Search the wiki and/or the

[rt-users] Request Tracker customisation

Hi folks, we have set up a RT webserver and we are searching for a way to change some default behaviour. My boss want me to have several E-mails for one customer it seems I had to use RT Extension MergeUsers to do this or can you tell me an other way ? Is this Extension really helpfull within m