help. I have applied all the mysql tuning tricks I
know to it.
Thanks,
Bill
On Thu, Jul 22, 2010 at 06:09, Kenneth Marshall wrote:
> On Wed, Jul 21, 2010 at 06:19:51PM -0700, William Graboyes wrote:
> > Hi List,
> >
> > As an example of what I am talking about the q
Hi List,
As an example of what I am talking about the query `select count(id) from
Attachments;` The returned result is 174039, but it takes 39.1549 seconds
to return that simple query. The Transactions table returns 343259 in .4358
seconds. Does anyone have some optimization tips beyond what
Hi Bevan,
Have you checked the apache log files for errors?
That would greatly assist people trying to assist you.
Thanks,
Bill
On Mon, Jun 28, 2010 at 10:45, Bevan Agard wrote:
> Guys
>I seem to be having a problem with RT 3.8.8. where it crashes apache. I
> am
>using a fresh instal
Hi Jim,
check out the extension RT::Extension::SLA... I know you said there is no
set SLA on the requests, you can have it set the due date to 24hours out.
If you need another date (extension of time if you will) you may have to
modify the core of the code a little bit.
Thanks,
Bill
On Wed, Jun
Hi,
There is a scrip for doing something close to this on the wiki (
http://wiki.bestpractical.com). Have a look there.
Actually, I remembered it being named something that most wouldn't search
for so here is the link: http://wiki.bestpractical.com/view/Workflow
Thanks,
Bill
On Wed, Jun 2, 201
Hi Eriks,
Do you know what process is taking up the cpu?
I know that wa is a process that is waiting for i/o. But I think knowing
which process or processes are causing these problems may help to point in
the right direction.
Thanks,
Bill
On Mon, May 31, 2010 at 22:52, Eriks Goodwin-Pfister
wr
Hi Jerrad,
We are using 3.8.7, and the following query runs on the dashboard of every
service desk tech:
Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open')
Works as expected.
(Note we have not made any changes to this since 3.8.2).
Thanks,
Bill
Discover RT's hidden secrets with RT Ess
Yes that worked perfectly!
Thanks.
Bill
On Tue, Apr 20, 2010 at 07:46, William Graboyes <
william.grabo...@theportalgrp.com> wrote:
> Jesper,
>
> Thanks for the help on that one. I'll give it a shot as soon as I get to
> work.
>
> On Apr 20, 2010 12:18 AM, "Je
Jesper,
Thanks for the help on that one. I'll give it a shot as soon as I get to
work.
On Apr 20, 2010 12:18 AM, "Jesper Henriksen" wrote:
On Mon, Apr 19, 2010 at 05:03:10PM -0700, William Graboyes wrote:
> We just upgraded our RT system t...
I ran into that very same prob
Hi List,
We just upgraded our RT system to 3.8.7 from 3.8.4. Now when we export a
spreadsheet none of the custom fields are aligned with the proper field.
Which is confusing to say the least. I was wondering if there something
simple that we may have missed? Has anyone seen this before?
I vagu
Works for me 3.8.4
Bill
On Wed, Apr 14, 2010 at 15:16, psminusaxl wrote:
> Thanks Ken for the feedback. :) I will opt for upgrading if there is no
> other way around.
>
>
> On Wed, Apr 14, 2010 at 2:35 PM, Kenneth Marshall wrote:
>
>> It works for me on version 3.8.5.
>>
>> Cheers,
>> Ken
>>
Hi Kevin,
I have a dumb question, Have you had your users clear their cache/cookies? I
remember I had a similar problem on a recent upgrade, and a having the users
clear their cache seemed to fix the problem.
Also, do you have any log excerpts that you can share with us?
Thanks,
Bill
On Wed, Fe
Hi,
What database are you using?
MySQL: truncate table Tickets; truncate table Transactions; truncate table
ObjectCustomFieldValues; truncate table Attachments.
Other Databeses, I don't know. Please note that truncate is a dangerous
command, and literally deletes all information in the tables s
Hi Jose,
Damn laptop, clicked send before I was ready.
at any rate the SLA extension is per ticket, you can also have defaults
based on queue.
thanks,
Bill
On Tue, Jan 19, 2010 at 9:22 PM, William Graboyes <
william.grabo...@theportalgrp.com> wrote:
> Hi Jose,
>
>
> Check o
Hi Jose,
Check out the RT::SLA add on works great, and is easy to set up.
On Tue, Jan 19, 2010 at 8:54 PM, Jose de Paula Eufrasio Junior <
jose.jun...@gmail.com> wrote:
> So, I want to use custom fields to classify the tickets on the support
> queue as some pre-defined services. Each service ha
ess to that
> database?
>
> Just trying to help.
>
> Thanks,
> Bill
>
> On Wed, Jan 13, 2010 at 2:36 PM, Michael James
> wrote:
>
> > Thanks, Bill. The database name is cashmgt and the table name is USERS,
> > rather than table and column names. In any
The database name is cashmgt and the table name is USERS,
> rather than table and column names. In any case, the table does exist.
>
> Mike
>
> >>> William Graboyes 1/13/2010 5:30 PM
> >>>
> Hi Mike,
>
> Purely from a log file perspective, I know nothing abo
Hi Mike,
Purely from a log file perspective, I know nothing about external auth, it
is saying that the column USERS doesn't exist in the table cachemgmt. It
looks like it is trying to then recover gracefully, instead of puking all
over itself and refusing to allow you to log in.
Again purely fro
PM, Tyler Hall wrote:
> 3.8.2
>
>
> On Mon, Jan 4, 2010 at 1:57 PM, William Graboyes
> wrote:
> > Hi Tyler,
> >
> > What version of rt are you using?
> >
> > Thanks,
> > Bill
> >
> >
> > On Mon, J
Hi Tyler,
What version of rt are you using?
Thanks,
Bill
On Mon, Jan 4, 2010 at 12:48 PM, Tyler Hall wrote:
> Some kind of readable text.
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpr
Hi Matt,
This is nothing more than an uneducated guess, so take it as a grain of
salt, Could it possibly have something to do with writing/maintaining the
cookie/session?
Thanks,
Bill
On Mon, Dec 21, 2009 at 12:17 PM, Matt Adams <
matt.ad...@cypressinteractive.com> wrote:
> Mike Peachey wrote:
a qualified queue.
Thanks,
Bill
On Fri, Dec 4, 2009 at 9:35 AM, William Graboyes <
william.grabo...@theportalgrp.com> wrote:
> Hi Jake,
>
> When you have custom fields assigned to a
>
> On Thu, Dec 3, 2009 at 11:02 AM, elsif wrote:
>
>> RT 3.8.5 on FreeBSD 6.2 usin
Hi Jake,
When you have custom fields assigned to a
On Thu, Dec 3, 2009 at 11:02 AM, elsif wrote:
> RT 3.8.5 on FreeBSD 6.2 using Apache 2.2.6
>
> How can I have the search functions search and display custom fields?
>
> The page here:
> http://wiki.bestpractical.com/view/DisplayCustomFieldsInTi
Kevin,
You Da Man,
That worked perfectly.
Thanks for the quick help,
Bill
On Thu, Dec 3, 2009 at 10:17 AM, Kevin Falcone wrote:
> FCKeditorEncoded=1
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.b
look like html source instead of wysiwyg.
Thanks,
Bill
On Thu, Dec 3, 2009 at 9:57 AM, Kevin Falcone wrote:
> On Thu, Dec 03, 2009 at 09:31:13AM -0800, William Graboyes wrote:
> >Hi List,
> >
> >I believe I have the proper method (or not).
> >
> >
Hi List,
I believe I have the proper method (or not).
{$RT Host
name}/rt3/Ticket/Update.html?Action=Comment&id={$ticketNumber}&RTFM-Include-Article-Named={$article}
Now when I include the desired article, I have a problem with the way it is
displaying in the FSCK editor Such as Follows:
Hi
Hi Scott,
I have seen that happen when there is a missing user, or the Principals
table is out of whack. It is hard to tell with the information that is
given though.
Did you happen to do a partial database migration?
Are you running a cron job that is removing users?
Are you acting directly in t
Hello list,
I am having an interesting problem, I haven't noticed it until recently.
But when trying to attach larger zip files, RT is saving them with
plain/text header information???
but here comes the fun part. Before being uploaded the files are 1.5~2.5
megs, downloading the files (right cli
Hi All,
I finally got time to come up with a solution to the problem I was having.
sub IsApplicable {
my $self = shift;
return 0 unless $self->SLAIsApplied;
my $type = $self->TransactionObj->Type;
if ( $type eq 'Create' || $type eq 'Correspond' ) {
if ($self->TicketObj->F
Hi Scott,
A couple of quick questions, from the logs it looks like the condition to
run your scrip is not being met, what do you have set for the condition of
your scrip? and What part of the transaction are you attaching the scrip to?
Thanks,
Bill G.
william.grabo...@theportalgrp.com
On Mon, Se
;LoadByName( Name => $cf_name,);
$RT::Logger->debug( "Loaded \$CF_Obj->Name = ". $CF_Obj->Name() ."\n"
);
$CF_Obj->AddValueForObject( Object => $self->TicketObj,
Content => $cf_value, );
1;
Thanks,
Bill G.
On Tue, Sep 1, 2009 at 11:35 AM,
Hi all,
I am having a strange issue with a script, I was wondering if those who are
a bit more proficient than myself can give me a couple of pointers.
The issue is that sometimes, quite regularly actually, it is printing a date
that is 1 month behind the current date. this has me very confused,
Hi List,
The subject says it all.
I have groups of users who are not to be changing the status of a ticket to
an inactive status, the question is how to do this?
Lets say I have A group called SA and a group called SD.
I want SD to be able to set tickets to an inactive state,
I want SA to be a
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 wrote:
>
> So is there some way how to have attachments in RESOLVE email ?
> --
> View this message in context:
> http://www.nabble.co
Hi Sean,
I can at least point you in the right direction, but I am not sure which one
is the correct file.
$RTHOME/local/plugins/RT-IR/html/RTIR/Elements/QueueTabs:
path => "RTIR/Update.html?Action=Comment&DefaultStatus=resolved&id=$id",
$RTHOME/local/plugins/RT-IR/html/RTIR/Elements/QueueTabs:
p
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.be
Hi Matt,
Raid is not the end-all be-all for disk safety, especially when you step
into terabyte class computing, sorry I am taking this a bit off topic. While
RAID has it's bonuses, there are drawbacks as well, take your standard RAID
5 setup, 4 Disks, 3 active, 1 Hot Spare. Now lets say that Dis
Zakirov wrote:
> It's RTIR's feature and can be adjusted using MakeClicky config
> option. I think these additional clicky things are defined in
> RTIR_Config.pm. You can set your clicky set via RT_SiteConfig.pm.
>
> On Tue, Jul 28, 2009 at 8:11 PM, William
> Graboyes wrot
Hello List,
I have users complaining about the RTFM feature that adds inline links for
searching for other tickets by a host, while this is extremely useful, it
also renders the ticket text useless for copy/pasting. This is really a
lame question, but I have been digging for a while, and cannot f
Bryan,
I've one acronym for you ITIL. It works for supporting huge dotcoms, all
the way to small projects. Typically you want queues that pertain to the
type of project that is being managed, you can spawn child tickets from
parent tickets for use if sending to different groups. etc... Google
Varun,
Just to be clear,
Comments - Internal memo to whom ever, is meant for internal tracking and
notation of ticket progression, these are only sent to people who are
AdminCC's.
Correspondences - reply to CC's, AdminCC's, and requester.
This is in most RT installs.
In context to your info me
s implimented, with a manual due date override, the latter
would be fairly easy, just some simple time changes and math.
Thanks,
Bill Graboyes
On Mon, Jul 6, 2009 at 1:52 PM, Ruslan Zakirov wrote:
> On Mon, Jul 6, 2009 at 10:30 PM, William
> Graboyes wrote:
> > Hi Ruslan,
>
or less above, where the due date is
determined either via the logging and classification of the ticket, or via
contact with the requester. Most of the service levels that we have do have
very hard due dates, just a couple of categories have soft due dates.
Sometimes the due dates need to move,
Hi all,
I am having a problem with the SLA module.
Any time we change a due date, The SLA module changes it back to the
prescribed due date in the config file.
Is there any way to change this behavior?
RT Version: 3.8.4
--
Bill Graboyes
On Assignment At:
Toyota Motor Sales, USA, Inc.
Consumer
Hello Bahsir,
(Owner = 'userB' OR Owner = 'userA') AND (Status = 'Resolved)
Pop that into your advanced tab, hit apply, and you are good to go.
Thanks,
Bill G.
On Fri, Jul 3, 2009 at 3:42 AM, Bashir Jahed wrote:
> Hi Everone,
>
>
>
> I want to do a search based on the following:
>
> Tickets
Hi Chanty,
I shouldn't be doing this at the time of night it is currently... Disregard
my ScriptAlias comment...
and I have another question...
Have you tried hitting rt.abc.com/rt ? Since it seems to work when you hit
the server by IP.
On Thu, Jul 2, 2009 at 11:51 PM, William Gra
Hi Chanty,
First thing I notice is you have 2 slashes on your ScriptAlias line.
And then the dumb question, as you didn't elaborate. You did reload the
apache server after making the changes.
What is the output in your error logs when you try to hit your RT server by
name?
What error does apac
Howdy John,
>From my understanding this is a "feature" of RT, There isn't much one can
do about it, the settings aren't granular enough to cover what a single user
has the right to see, high up on my wish list is something along the lines
of what you are looking for, I would love to be able to li
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