Nabble - Request Tracker - User

Ignoring queue AdminCC for owned tickets

2009-11-27T05:14:39Z

Currently, each of our queues have a group of people set as the
AdminCC, so that group is emailed whenever any changes happen to the
tickets in that queue.

I want to make it more granular, so that if a ticket has an owner,
instead of emails going to the AdminCCs for the queue, it only goes to
that person, and the requestors.

Un-owned tickets should still send emails to the AdminCC list for the
queue.

Is that possible?

--
David X. Glover - Macintosh IT Support
Physics @ University of Oxford
http://www-astro.physics.ox.ac.uk/~Glover/
Jabber/GTalk: davidcwg@...

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Re: Problems with RT::BugTracker::Public

2009-11-27T04:20:19Z

Hello Ruslan!

On Thu, 2009-11-26 at 19:23 +0300, Ruslan Zakirov wrote:
> This extension is part of rt.cpan.org with RT-BugTracker and other
> things. It runs on RT 3.6 at this moment, but at this moment I port
> things over 3.8.

ok

> However, it's kinda specific extension and I'm not sure that it will
> be suitable for you.
>
> What exactly are you trying to do?

I run a dedicated RT for a software developer group at DESY,
they want to give anonymous users the right to see tickets
with correspondence, status ...
So I thought the public interface from RT-BugTracker-Public
sounds promissing.

best regards!

sven

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Re: Migrating from SQLite to MySQL

2009-11-27T03:42:44Z

On 27 Nov 2009, at 10:32, David X. Glover wrote:

> One (hopefully minor) problem left over. When attempting to create a
> new ticket in the migrated database, I'm getting the SQL error
> "Duplicate entry '0' for key 1" when trying to create the new record
> in the Tickets table.

Apologies for solving my own problem again, but the issue lay with the
conversion script which I posted yesterday. We've solved it now, so
here, for anyone interested, is the fixed version:

#!/usr/bin/env python

import re
import fileinput
import sys

def this_line_is_useless(line):
useless_es = [
'BEGIN TRANSACTION',
'COMMIT',
'sqlite_sequence',
'CREATE UNIQUE INDEX',
]
for useless in useless_es:
if re.search(useless, line):
return True

def has_primary_key(line):
return bool(re.search(r'PRIMARY KEY', line))

searching_for_end = False
for line in fileinput.input():
if this_line_is_useless(line): continue

# this line was necessary because ''); was getting
# converted (inappropriately) to \');
if re.match(r".*, ''\);", line):
line = re.sub(r"''\);", r'``);', line)

if re.match(r'^CREATE TABLE.*', line):
searching_for_end = True

m = re.search('CREATE TABLE ([a-zA-Z_]+) ', line)
if m:
(name,) = m.groups()
sys.stderr.write('creating table %s\n'%name)
line = "DROP TABLE IF EXISTS %(name)s;\nCREATE TABLE IF NOT
EXISTS %(name)s(\n"
line = line % dict(name=name)
else:
m = re.search('INSERT INTO "([a-zA-Z_]*)"(.*)', line)
if m:
line = 'INSERT INTO %s%s\n' % m.groups()
line = line.replace('"', r'\"')
line = line.replace('"', "'")
line = re.sub(r"([^'])'t'(.)", "\1THIS_IS_TRUE\2", line)
line = line.replace('THIS_IS_TRUE', '1')
line = re.sub(r"([^'])'f'(.)", "\1THIS_IS_FALSE\2", line)
line = line.replace('THIS_IS_FALSE', '0')

# Add auto_increment if it's not there since sqlite
auto_increments ALL
# primary keys
if searching_for_end:
if re.search(r"INTEGER(?:\s+\w+)*\s*PRIMARY KEY(?:\s+\w+)*
\s*,", line, re.IGNORECASE ):
line = re.sub("(?i)PRIMARY KEY", "PRIMARY KEY
AUTO_INCREMENT", line)

# replace " and ' with ` because mysql doesn't like quotes in
CREATE commands
if re.search(r'varchar.+DEFAULT', line):
sys.stderr.write('Not changing ` for DEFAULT string: %s' %
line)
else:
line = line.replace('"', '`').replace("'", '`')

# And now we convert it back (see above)
if re.match(r".*, ``\);", line):
line = re.sub(r'``\);', r"'');", line)

if searching_for_end and re.match(r'.*\);', line):
searching_for_end = False

if re.match(r"CREATE INDEX", line):
line = re.sub('"', '`', line)

print line,

--
David X. Glover - Macintosh IT Support
Physics @ University of Oxford
http://www-astro.physics.ox.ac.uk/~Glover/
Jabber/GTalk: davidcwg@...

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Re: Migrating from SQLite to MySQL

2009-11-27T02:53:28Z

David X. Glover wrote:

> On 26 Nov 2009, at 15:38, David X. Glover wrote:
>
>> In the end, that's what we did.
>
> One (hopefully minor) problem left over. When attempting to create a
> new ticket in the migrated database, I'm getting the SQL error
> "Duplicate entry '0' for key 1" when trying to create the new record
> in the Tickets table.
>
> Actual errors from the log follows. Any ideas?
>
> Nov 27 10:25:03 servername RT: DBD::mysql::st execute failed:
> Duplicate entry '0' for key 1 at /usr/share/perl5/DBIx/SearchBuilder/
> Handle.pm line 505. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:505)
>
> Nov 27 10:25:03 servername RT: RT::Handle=HASH(0x2486af0) couldn't
> execute the query 'INSERT INTO Tickets (Subject, Status, Queue,
> Creator, Owner, LastUpdatedBy, Started, Type, Starts, Resolved,
> Created, Priority, Due, LastUpdated) VALUES
> (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/share/perl5/DBIx/
> SearchBuilder/Handle.pm line 518
> ^IDBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH
> (0x2486af0)', 'INSERT INTO Tickets (Subject, Status, Queue, Creator,
> Owner, ...', 'test', 'new', 3, 22, 22, 22, '1970-01-01 00:00:00', ...)
> called at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 353
> ^IDBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x2486af0)',
> 'Tickets', 'Subject', 'test', 'Status', 'new', 'Queue', 3,
> 'Creator', ...) called at /usr/share/perl5/DBIx/SearchBuilder/Handle/
> mysql.pm line 36 ^IDBIx::SearchBuilder::Handle::mysql::Insert
> ('RT::Handle=HASH(0x2486af0)', 'Tickets', 'Subject', 'test', 'Status',
> 'new', 'Queue', 3, 'Creator', ...) called at /usr/share/perl5/DBIx/
> SearchBuilder/Record.pm line 129
>
> Nov 27 10:25:03 servername RT: Couldn't create a ticket: Internal
> Error: Couldn't execute the query 'INSERT INTO Tickets (Subject,
> Status, Queue, Creator, Owner, LastUpdatedBy, Started, Type, Starts,
> Resolved, Created, Priority, Due, LastUpdated) VALUES
> (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Duplicate entry '0' for key
> 1 (/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:602)
>

Is the autoincrement field for that table too low? Compare the output
of the following SQL queries:

SHOW CREATE TABLE Tickets \G

SELECT id FROM Tickets ORDER BY id DESC LIMIT 1 ;

If the AUTOINCREMENT=nnn setting at the end of the output from the first
command is not at least one more than the result of the second command, then
do this:

ALTER TABLE Tickets AUTOINCREMENT=xxx

where xxx is some number larger than the largest id number currently in the
Tickets table. This will be the next Ticket Id number created from RT. As the id
field is the only unique key in that table (it is in fact the primary key)
it must be somehow the cause of the error message you're seeing -- but it should
be set automatically by MySQL whenever a new row is inserted into the table.

Cheers,

Matthew

--
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PGP: 0x60AE908C on servers Marshborough Rd
Tel: +44 1304 814890 Sandwich
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Re: Migrating from SQLite to MySQL

2009-11-27T02:32:01Z

On 26 Nov 2009, at 15:38, David X. Glover wrote:

> In the end, that's what we did.

One (hopefully minor) problem left over. When attempting to create a
new ticket in the migrated database, I'm getting the SQL error
"Duplicate entry '0' for key 1" when trying to create the new record
in the Tickets table.

Actual errors from the log follows. Any ideas?

Nov 27 10:25:03 servername RT: DBD::mysql::st execute failed:
Duplicate entry '0' for key 1 at /usr/share/perl5/DBIx/SearchBuilder/
Handle.pm line 505. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:505)

Nov 27 10:25:03 servername RT: RT::Handle=HASH(0x2486af0) couldn't
execute the query 'INSERT INTO Tickets (Subject, Status, Queue,
Creator, Owner, LastUpdatedBy, Started, Type, Starts, Resolved,
Created, Priority, Due, LastUpdated) VALUES
(?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/share/perl5/DBIx/
SearchBuilder/Handle.pm line 518
^IDBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH
(0x2486af0)', 'INSERT INTO Tickets (Subject, Status, Queue, Creator,
Owner, ...', 'test', 'new', 3, 22, 22, 22, '1970-01-01 00:00:00', ...)
called at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 353
^IDBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x2486af0)',
'Tickets', 'Subject', 'test', 'Status', 'new', 'Queue', 3,
'Creator', ...) called at /usr/share/perl5/DBIx/SearchBuilder/Handle/
mysql.pm line 36 ^IDBIx::SearchBuilder::Handle::mysql::Insert
('RT::Handle=HASH(0x2486af0)', 'Tickets', 'Subject', 'test', 'Status',
'new', 'Queue', 3, 'Creator', ...) called at /usr/share/perl5/DBIx/
SearchBuilder/Record.pm line 129

Nov 27 10:25:03 servername RT: Couldn't create a ticket: Internal
Error: Couldn't execute the query 'INSERT INTO Tickets (Subject,
Status, Queue, Creator, Owner, LastUpdatedBy, Started, Type, Starts,
Resolved, Created, Priority, Due, LastUpdated) VALUES
(?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Duplicate entry '0' for key
1 (/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:602)

--
David X. Glover - Macintosh IT Support
Physics @ University of Oxford
http://www-astro.physics.ox.ac.uk/~Glover/
Jabber/GTalk: davidcwg@...

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Fails to attach Parent ticket's attachment to the Child Ticket

2009-11-27T02:11:22Z

Hi ,

Please find below the Template for setting the Child Ticket Values based on Parent Tickets:

===Create-Ticket: Child

Subject: {$Tickets{'TOP'}->Subject} - ChildDate

Queue: 20

Status: new

Parents: TOP

Type: ticket

Refers-To: {$Tickets{'TOP'}->Id()}

Agency : {$Tickets{'TOP'}->FirstCustomFieldValue('Advertiser');}

Due: {$Tickets{'TOP'}->Due()}

Attachments: {$Tickets{'TOP'}->Transactions->First->Attachments();}

Content: {$Tickets{'TOP'}->Transactions->First->Content();}

The template adds all the values except the attachments.It fails to add the Parent ticket attachments to the child ticket.

Any help?

Regards,

Tony

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Re: Speeding up CLI RT::Shredder

2009-11-27T01:30:48Z

Hi Max,

today i found some time to try out shredder under rt 3.8.6.

First thing i was supprised: Shredder is now part of RT and there are no indexes for on the new creaeted tables. (On 3.6.x with shredder from cpan this indexes have to created manually)

OK, after perldoc Shredder.pm i found this:

NOTES
Database transactions support
Since 0.03_01 RT::Shredder uses database transactions and should be much safer to run on production servers.

   Foreign keys
       Mainstream RT doesn't use FKs, but at least I posted DDL script that creates them in mysql DB, note that if you use FKs then this two valid keys don't allow delete Tickets because of bug
       in MySQL:

ALTER TABLE Tickets ADD FOREIGN KEY (EffectiveId) REFERENCES Tickets(id);
ALTER TABLE CachedGroupMembers ADD FOREIGN KEY (Via) REFERENCES CachedGroupMembers(id);

<http://bugs.mysql.com/bug.php?id=4042>

OK, i couldn't find the "posted DDL Scrip from Ruz" till now but i have done some tests again:

0. I created a new setup inside RT with rt-filler scrip (created 5000 Queues, 50.000 Users and 500.000 Tickets with simple content)

1. Delete Tickets with default Shredder (./rt-shredder --plugin 'Tickets=query,Status="new";limit,10"' --force)

real    1m10.415s
user    0m11.384s
sys     0m0.735s

2. Shredder without Logger Message (result after comment out the logger entry -> for me this is point to STDOUT)

real    1m7.595s
user    0m10.439s
sys     0m0.615s

3. Shredder after Adding Indexes (taken from Shredder.pm from RTx-Shredder / CPAN)

CREATE INDEX SHREDDER_CGM1 ON CachedGroupMembers(MemberId, GroupId, Disabled);
CREATE INDEX SHREDDER_CGM2 ON CachedGroupMembers(ImmediateParentId, MemberId);

CREATE UNIQUE INDEX SHREDDER_GM1 ON GroupMembers(MemberId, GroupId);

CREATE INDEX SHREDDER_TXN1 ON Transactions(ReferenceType, OldReference);
CREATE INDEX SHREDDER_TXN2 ON Transactions(ReferenceType, NewReference);
CREATE INDEX SHREDDER_TXN3 ON Transactions(Type, OldValue);
CREATE INDEX SHREDDER_TXN4 ON Transactions(Type, NewValue);

real    0m48.338s
user    0m10.489s
sys     0m0.677s

OK, does anyone know where the the Scrip to create foreign keys is posted?

Torsten

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Von: rt-users-bounces@... [mailto:rt-users-bounces@...] Im Auftrag von Maxwell A. Rathbone
Gesendet: Montag, 23. November 2009 20:17
An: rt-users@...
Betreff: Re: [rt-users] Speeding up CLI RT::Shredder

I noticed a typo in probably the most important line in my message. The filename is actually:

/opt/rt3/lib/RT/Shredder/Record.pm

The line that I suggest to comment out, calls RT's built in Logger() function that basically just writes information either to the log or to the screen.

As with anytime you modify defaults, I make no claims other than what it had for me. :) I'm actually seeing slightly better than 50% improvement with that line disabled/commented out.

I hope others are able to confirm similar experiences. Look forward to reading about it.

Max

Torsten Brumm wrote:

Oha, this sounds really useful. Any comment from ruslan if this is save?

I have to shred several houndret thousend tickets from 2002-2007 and we need also around 2 minutes per ticket, will try it out tomorrow!

Thanks for sharing this

Torsten

2009/11/23 Maxwell A. Rathbone <mrathbone@...>

Hello,

I'm in the same boat as many others I've seen post. We have 35k tickets
in one of our queues that I'm trying to shred(shame on us for not
automating this previously). I've found the web version of the Shredder
to be god-awful slow. We're talking 10min+ just to shred ONE ticket. So
I discovered the command-line /opt/rt3/sbin/rt-shredder utility. I was
then able to shred ONE ticket in about 5 minutes. I found some
optimization keys to add to the tables, which allowed me to them shred
ONE ticket in about a minute. I then discovered(this really should be in
the documentation!), that if you specify a timeframe with rt-shredder,
you can get MUCH faster processing. I was able to get it down to
21seconds for the shredding of ONE ticket.

I noticed it was spitting out warning messages each time it deletes
something. I honestly do not care about the output as long as it is
working as expected, so I hunted through the code and was able to
disable the on-screen logging altogether. I'm now able to shred ONE
ticket in about 8-10 seconds.

For those who are interested in about a 50% reduction in processing time
for the CLI Shredder, edit the file:
/opt/rt3/lib/RT/Shredder/Rercord.pm

Look for this line:
$RT::Logger->warning( $msg );

Comment it so it looks like this:
# $RT::Logger->warning( $msg );

a WORLD of difference from the 10 minutes per ticket I originally was
getting. Now it looks like to shred the 35k might actually take a
palatable amount of time.

I wanted to share this useful information on the list so it is google
searchable. I'm SURE others will find this helpful.

BTW, the command I'm using to shred(again, documentation is kinda poor) is:
./rt-shredder --plugin "Tickets=query,((status = 'deleted' OR status =
'rejected') AND
LastUpdated='2008-10-03');limit,100;with_linked,FALSE;apply_query_to_linked,FALSE"
--force

Max
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Torsten Brumm

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Re: RTFM

2009-11-26T18:27:18Z

On Thu, Nov 26, 2009 at 02:32:21PM +0100, Richard Pijnenburg wrote:
> I've installed RTFM and I want to create an article then I don't get a input field for the
> content.

Please read the included documentation, lib/RT/FM/Introduction.pod,
referenced from the README

-kevin

> All I can fill in is:
>
>
>
> - Name
>
> - Summary
>
> - Class
>
> - Refers to
>
> - Referred to by
>
> - Topics
>
>
>
> Is this a bug in RTFM?
>
>
>
> Met vriendelijke groet / With kind regards,
>
> Richard Pijnenburg

attachment0 (202 bytes) Download Attachment

template localization

2009-11-26T14:32:29Z

Hello,

First of all, I'm new in RT world. I have do some search about
localization of the template and I want to verify if I'm good to
search or not ;)

If I understand correctly, currently we have no way to use
localization in template. It's exact?

I'm from Québec, Canada and here is really bilingual (french/english)

I'm trying to provide my clients with a ticket system in their
language and most of my client will only use the email and not the web
interface so I have to use french also in email communication. The
solution I have found, is to create 2 queues, 1 with French template
and 1 with English template. I don't really like the fact that I will
have to said to my client write their if you want french support and
their if you want english support.

Thanks for your advice,
François
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Re: Change logo

2009-11-26T08:49:23Z

On Thu, Nov 26, 2009 at 5:27 PM, Alessandra Serrau <aserrau@...> wrote:

I would change logo in RT user interface.
I read the instructions in http://wiki.bestpractical.com/view/ChangeLogo
These instruction are not compliant with my RT version (3.8.5) because in configuration file doesn't exist LogAltText, LogoImageURL, LogoLinkURL parameters.
I tryed to change the other present parameters, do all necessary changes in layout.css file and after clean the mason cache, restart webserver, clear browser cache and reload the user interface.
I'd like use a png image, but I tryed to used also a gif image.
The result is that there is not more the best practical logo, but there is not my logo, too!

Anybody can help me?

Thank you very much in advance

Alessandra Serrau

I found the mistake: my image was too much large! With another one littler I see my logo in RT user interface.

Alessandra Serrau

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Re: Migrating from RT MySQL to PostgreSQL

2009-11-26T08:27:18Z

http://wiki.bestpractical.com/view/MySQLToPg

2009/11/26 Nehmer Torben <torben.nehmer@...>:

> Hello together,
>
>
>
> has anybody ever migrated RT from MySQL to PostgreSQL? Are there any scripts
> available to accomplish this?
>
>
>
> Greetings,
> Torben Nehmer
>
> -------
> Torben Nehmer
> Diplom Informatiker (FH)
> Business System Developer
>
> CANCOM Deutschland GmbH
> Messerschmittstr. 20
> 89343 Scheppach
> Germany
>
> Tel.: +49 8225 - 996-1118
> Fax: +49 8225 - 996-41118
> torben.nehmer@...
> www.cancom.de
>
> CANCOM Deutschland GmbH
> Sitz der Gesellschaft: Jettingen-Scheppach
> HRB 10653 Memmingen
> Geschäftsführer: Paul Holdschik, Christian Linder
>
> Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und
> ausschließlich für den Gebrauch durch den Empfänger bestimmt!
> This e-mail and any files transmitted with it are confidential intended
> solely for the use of the addressee!
>
>
>
> _______________________________________________
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>
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> Commercial support: sales@...
>
>
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>

--
Best regards, Ruslan.
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Change logo

2009-11-26T08:27:07Z

I would change logo in RT user interface.
I read the instructions in http://wiki.bestpractical.com/view/ChangeLogo
These instruction are not compliant with my RT version (3.8.5) because in configuration file doesn't exist LogAltText, LogoImageURL, LogoLinkURL parameters.
I tryed to change the other present parameters, do all necessary changes in layout.css file and after clean the mason cache, restart webserver, clear browser cache and reload the user interface.
I'd like use a png image, but I tryed to used also a gif image.
The result is that there is not more the best practical logo, but there is not my logo, too!

Anybody can help me?

Thank you very much in advance

Alessandra Serrau

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Re: Problems with RT::BugTracker::Public

2009-11-26T08:23:19Z

Hello Sven,

This extension is part of rt.cpan.org with RT-BugTracker and other
things. It runs on RT 3.6 at this moment, but at this moment I port
things over 3.8.

However, it's kinda specific extension and I'm not sure that it will
be suitable for you.

What exactly are you trying to do?

On Thu, Nov 26, 2009 at 1:15 PM, Sven Sternberger
<sven.sternberger@...> wrote:

> Hello!
>
> I today installed RT::BugTracker::Public on my
> RT3.8.6 machine on Linux (Ubuntu 8.10)
> The rt3.8.6 comes from the bp tarball.
>
> After installing the module I get
>
> "Can't use an undefined value as a HASH reference
> at /opt/rt3/share/html/Elements/Header line 144."
>
> in the RT_SiteConfig I have:
> Set($WebNoAuthRegex, qr!^(?:/+NoAuth/|
> /+Public/|
> /+REST/\d+\.\d+/NoAuth/)!x );
>
> Set($WebPublicUser, 'public');
>
> best regards!
>
> sven
>
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>
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>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

Re: Migrating from RT MySQL to PostgreSQL

2009-11-26T08:22:53Z

On Thu, Nov 26, 2009 at 05:07:20PM +0100, Nehmer Torben wrote:
> Hello together,
>
> has anybody ever migrated RT from MySQL to PostgreSQL? Are there any scripts available to accomplish this?
>

you can start here: http://wiki.bestpractical.com/view/MySQLToPg :)

I did it with a slighty modified script to handle some encoding problems
we had with our MySQL DB.
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Migrating from RT MySQL to PostgreSQL

2009-11-26T08:07:20Z

Hello together,

has anybody ever migrated RT from MySQL to PostgreSQL? Are there any scripts available to accomplish this?

Greetings,
Torben Nehmer

-------
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Diplom Informatiker (FH)
Business System Developer

CANCOM Deutschland GmbH
Messerschmittstr. 20
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Re: Migrating from SQLite to MySQL

2009-11-26T07:38:53Z

On 26 Nov 2009, at 11:22, Dominic Hargreaves wrote:

> or just write a little filter to tweak things yourself (eg you could
> start by removing the "BEGIN TRANSACTION" and corresponding "COMMIT.."
> lines from the dump), then see what else breaks.

In the end, that's what we did. So, for anyone else who wants to do this:

1. Dump the SQLite database with the ".dump" command.
2. Run the script through the Python script will I'll paste below.
3. Run "rt-setup-database --action init" on the new server. (To create things like the Sessions table, which don't exist when you're using SQLite.)
4. Run the processed script through mysql.
5. Done.

Note that our script may not work with databases other than RT databases, because we took a couple of shortcuts.

Script follows:

#!/usr/bin/env python

import re
import fileinput
import sys

def this_line_is_useless(line):
useless_es = [
'BEGIN TRANSACTION',
'COMMIT',
'sqlite_sequence',
'CREATE UNIQUE INDEX',
]
for useless in useless_es:
if re.search(useless, line):
return True

def has_primary_key(line):
return bool(re.search(r'PRIMARY KEY', line))

searching_for_end = False
for line in fileinput.input():
if this_line_is_useless(line): continue

# this line was necessary because ''); was getting
# converted (inappropriately) to \');
if re.match(r".*, ''\);", line):
line = re.sub(r"''\);", r'``);', line)

if re.match(r'^CREATE TABLE.*', line):
searching_for_end = True

m = re.search('CREATE TABLE ([a-zA-Z_]+) ', line)
if m:
(name,) = m.groups()
sys.stderr.write('creating table %s\n'%name)
line = "DROP TABLE IF EXISTS %(name)s;\nCREATE TABLE IF NOT EXISTS %(name)s(\n"
line = line % dict(name=name)
else:
m = re.search('INSERT INTO "([a-zA-Z_]*)"(.*)', line)
if m:
line = 'INSERT INTO %s%s\n' % m.groups()
line = line.replace('"', r'\"')
line = line.replace('"', "'")
line = re.sub(r"([^'])'t'(.)", "\1THIS_IS_TRUE\2", line)
line = line.replace('THIS_IS_TRUE', '1')
line = re.sub(r"([^'])'f'(.)", "\1THIS_IS_FALSE\2", line)
line = line.replace('THIS_IS_FALSE', '0')

# Add auto_increment if it's not there since sqlite auto_increments ALL
# primary keys
if searching_for_end:
if re.search(r"integer(?:\s+\w+)*\s*PRIMARY KEY(?:\s+\w+)*\s*,", line):
line = line.replace("PRIMARY KEY", "PRIMARY KEY AUTO_INCREMENT")
# replace " and ' with ` because mysql doesn't like quotes in CREATE commands
if re.search(r'varchar.+DEFAULT', line):
sys.stderr.write('Not changing ` for DEFAULT string: %s' % line)
else:
line = line.replace('"', '`').replace("'", '`')

# And now we convert it back (see above)
if re.match(r".*, ``\);", line):
line = re.sub(r'``\);', r"'');", line)

if searching_for_end and re.match(r'.*\);', line):
searching_for_end = False

if re.match(r"CREATE INDEX", line):
line = re.sub('"', '`', line)

print line,

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Help! RTX-Shredder eats all my memory...

2009-11-26T07:00:12Z

I've been cleaning out my RT 3.6.5 installation of junk, prior to doing
an upgrade to 3.8 (my logic being that I'll need to do some mysql
charset changes, and the less data the better/quicker).

However, after shredding about 150,000 of the 200,000 extra users
(spammers), rtx-shredder has started to eat all my memory:

Mem: 4151192k total, 4125908k used, 25284k free, 136k buffers
Swap: 4095992k total, 1137312k used, 2958680k free, 554128k cached

PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
31098 root 15 0 3061m 2.6g 3028 D 61.9 64.6 2:39.05 rtx-shredder

It will actually go through all the swap too, then die.

How can I find out what is causing this? My command-line is:
../rtx-shredder --force --plugin
"Users=status,enabled;no_tickets,true;limit,100;replace_relations,nobody"

Presumably either something is getting confused and looping, or I have
something left over from a large mail loop at some stage. I did end up
setting DependenciesLimit up to >10000 at one stage while shredding
tickets... (it's now down to 2000).

If I leave it for a while (days/weeks) then start again, then it will
shred for a few thousand then do it again. That leads me to believe it's
a particular user that is causing the problem.

Has anyone else hit this? Unfortunately, the system in question is a
32-bit OS, so 4GB is the limit of the physical memory. I guess I can add
more swap, but I get the impression that this will just grow and grow.

Thanks in advance for any pointers,

Howie
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Re: RTFM

2009-11-26T06:19:32Z

Richard Pijnenburg wrote:

Hi Joop,

I haven’t defined any CustomFields.

The Content field is for the text that needs to be included in the RT ticket when I select it.

The Content field is a regular RT CustomField. I use WikiText but you're free to use the other types aswell.
Login with enough rights to add CustomFields, goto Configuration->CustomFields: Create
Enter a name, description,Type, AppliesTO(RTFM Articles) <---- That is what you should select.
After creating it make sure to use 'Applies to' to add it to one of your classes.

Regards,

Joop

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Re: RTFM

2009-11-26T06:05:27Z

Hi Joop,

I haven’t defined any CustomFields.

The Content field is for the text that needs to be included in the RT ticket when I select it.

The user I’m using has all rights.

Met vriendelijke groet / With kind regards,

Richard Pijnenburg

From: Joop [mailto:JoopvandeWege@...]
Sent: Thursday, November 26, 2009 3:00 PM
To: Richard Pijnenburg
Cc: rt-users@...
Subject: Re: [rt-users] RTFM

Richard Pijnenburg wrote:

Hi all,

I’ve installed RTFM and I want to create an article then I don’t get a input field for the content.

All I can fill in is:

Name

Summary

Class

Refers to

Referred to by

Topics

Is this a bug in RTFM?

I assume you have defined one or more CustomFields which are RTFM customfields and not RT CF's?
Further your logged in user has rights to these CustomFields?

Regards,

Joop

Re: RTFM

2009-11-26T06:00:29Z

Richard Pijnenburg wrote:

Hi all,

I’ve installed RTFM and I want to create an article then I don’t get a input field for the content.

All I can fill in is:

-          Name

-          Summary

-          Class

-          Refers to

-          Referred to by

-          Topics

Is this a bug in RTFM?

I assume you have defined one or more CustomFields which are RTFM customfields and not RT CF's?
Further your logged in user has rights to these CustomFields?

Regards,

Joop

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RTFM

2009-11-26T05:32:21Z

Hi all,

I’ve installed RTFM and I want to create an article then I don’t get a input field for the content.

All I can fill in is:

- Name

- Summary

- Class

- Refers to

- Referred to by

- Topics

Is this a bug in RTFM?

Met vriendelijke groet / With kind regards,

Richard Pijnenburg

Re: Migrating from SQLite to MySQL

2009-11-26T03:22:28Z

On Thu, Nov 26, 2009 at 10:04:06AM +0000, David X. Glover wrote:

> We've been running a test RT server using SQLite, and we'd now like to migrate the data in it to MySQL, in order to move the system to a production environment.
>
> I dumped the contents of the SQLite database into a file using ".dump", but I'm having problems importing it into MySQL. Specifically, I get the following error:
>
> # mysql -p rt < rt.sql
> Enter password:
> ERROR 1064 (42000) at line 1: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'TRANSACTION' at line 1
>
> Lines 1 and 2 of the file look like this:
> BEGIN TRANSACTION;
> CREATE TABLE Attachments (
>
> Do SQLite and MySQL speak "different" versions of SQL? Is there a tool to convert a dumped database to be MySQL compatible?

Offhand, I can't remember the exact differences, but either you could
look at something like

http://sqlfairy.sourceforge.net/

or just write a little filter to tweak things yourself (eg you could
start by removing the "BEGIN TRANSACTION" and corresponding "COMMIT.."
lines from the dump), then see what else breaks.

The thing that you'll need to pay most attention to is probably
getting the index definitions right. It would probably be a good
idea to compare the final result with a fresh database as generated
by rt-setup-database.

[I guess the MySQL-based RT installation that I was responsible for
in Astrophysics is no more, hmm? :)]

Cheers,
Dominic.

--
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford

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Problems with RT::BugTracker::Public

2009-11-26T02:15:38Z

Hello!

I today installed RT::BugTracker::Public on my
RT3.8.6 machine on Linux (Ubuntu 8.10)
The rt3.8.6 comes from the bp tarball.

After installing the module I get

"Can't use an undefined value as a HASH reference
at /opt/rt3/share/html/Elements/Header line 144."

in the RT_SiteConfig I have:
Set($WebNoAuthRegex, qr!^(?:/+NoAuth/|
/+Public/|
/+REST/\d+\.\d+/NoAuth/)!x );

Set($WebPublicUser, 'public');

best regards!

sven

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Migrating from SQLite to MySQL

2009-11-26T02:04:06Z

Hello,

We've been running a test RT server using SQLite, and we'd now like to migrate the data in it to MySQL, in order to move the system to a production environment.

I dumped the contents of the SQLite database into a file using ".dump", but I'm having problems importing it into MySQL. Specifically, I get the following error:

# mysql -p rt < rt.sql
Enter password:
ERROR 1064 (42000) at line 1: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'TRANSACTION' at line 1

Lines 1 and 2 of the file look like this:
BEGIN TRANSACTION;
CREATE TABLE Attachments (

Do SQLite and MySQL speak "different" versions of SQL? Is there a tool to convert a dumped database to be MySQL compatible?

Thanks.
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Re: QuickSearch Too Slow - rt-3.6.0

2009-11-26T00:19:11Z

Thanks for sharing your experience. It is quite insightful.

Will talk to the DBA about it.

Regards

Umasankar

From: Joop <JoopvandeWege@...>
To: Umasankar Pandurangan
Cc: 'rt-users@...' <rt-users@...>
Sent: Thu Nov 26 13:33:39 2009
Subject: Re: [rt-users] QuickSearch Too Slow - rt-3.6.0

Umasankar Pandurangan wrote:

Just wanted to check if there are any ways to optimize it that I am not aware of.

Indeed, we are planning to migrate it to a dual quad core, 4GB RAM server soon. I will also upgrade RT to the most recent version then. 

On Tue 24.Nov'09 at 13:01:39 +0530, Umasankar Pandurangan wrote:

Hi,

 

I am using RT v3.6.0 on RHEL AS 3 with Oracle 9i as the back-end database on a Pentium server with 1GB of RAM. This RT instance is hosting two business
applications and there are close to 1200 queues on it.

Depending on how 'soon' is you might have your DBA have a look at the queries logged in the SGA to see if there are any that can be optimised by using an additional index. I'm on Oracle10g and came from 9i and know from experience that the optimiser in those versions got a good overhaul which helped RT quite a bit. Keep in mind though that QuickSearch is doing lots and lots of small queries so don't be surprised that your 10x faster machine only displays this widget 2x faster.

Regards,

Joop

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Re: QuickSearch Too Slow - rt-3.6.0

2009-11-26T00:03:39Z

Umasankar Pandurangan wrote:

Just wanted to check if there are any ways to optimize it that I am not aware of.

Indeed, we are planning to migrate it to a dual quad core, 4GB RAM server soon. I will also upgrade RT to the most recent version then. 

On Tue 24.Nov'09 at 13:01:39 +0530, Umasankar Pandurangan wrote:

Hi,

 

I am using RT v3.6.0 on RHEL AS 3 with Oracle 9i as the back-end database on a Pentium server with 1GB of RAM. This RT instance is hosting two business
applications and there are close to 1200 queues on it.

Re: QuickSearch Too Slow - rt-3.6.0

2009-11-25T19:30:17Z

Thanks, Jesse.

Just wanted to check if there are any ways to optimize it that I am not aware of.

Indeed, we are planning to migrate it to a dual quad core, 4GB RAM server soon. I will also upgrade RT to the most recent version then.

----- Original Message -----
From: Jesse Vincent <jesse@...>
To: Umasankar Pandurangan
Cc: rt-users@... <rt-users@...>
Sent: Wed Nov 25 22:42:06 2009
Subject: Re: [rt-users] QuickSearch Too Slow - rt-3.6.0

On Tue 24.Nov'09 at 13:01:39 +0530, Umasankar Pandurangan wrote:
> Hi,
>
>
>
> I am using RT v3.6.0 on RHEL AS 3 with Oracle 9i as the back-end database on a Pentium server with 1GB of RAM. This RT instance is hosting two business
> applications and there are close to 1200 queues on it.

RT 3.6.0 is over 3 years old. We've made many, many performance
improvements in the sixteen releases since then. Coming up to a recent RT
is the right first step. Additionally, if you folks have 1200 queues,
I suspect you'll get a LOT of utility out of upgrading to a more recent
server with more RAM than a $200 netbook.

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Re: Is SQLite no longer supported?

2009-11-25T13:22:48Z

> In defence of SQLite (not that I'm especially cheering for it), it
> actually is ACID compliant (http://www.sqlite.org/transactional.html,
> http://www.sqlite.org/atomiccommit.html) and concurreny issues only
> affect writers (readers are fully concurrent;
> http://www.sqlite.org/lockingv3.html,
> http://www.sqlite.org/faq.html#q6), so my question really was more
> directed to real-world experiences with rt3 and SQLite rather than
> rumours :)

It wasn't the last time I looked at it. I still wonder about
transaction isolation levels, but as long as RT doesn't use BEGIN,
COMMIT or ROLLBACK, I guess that doesn't matter much.

--
--
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BIT LLC
(425)251-0833 x 117
http://www.bitstatement.net/
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Re: Pruning email responses

2009-11-25T12:55:49Z

HI Robert,

You can interact through email as well, but it's a learning curve that your crew must go through. They need to know that RT will take whatever it is getting and log it in the history.

As the ticket owner, instead of using RT's 2 methods of replying, you can mimic that through your email itself. I've used a few different clients in my day, and all of them have had the option to reply with either including or not including the previous message.

This would essentially get you what you were looking for without having to be in RT itself.

The point of logging into RT itself is valid, and I've heard it many times throughout my organization whenever we bring new users on, and I actually explain what I did in the previous email, with both options(manually doing it through email, or doing it through the interface). Typically, my users have chose to adopt the interface... but that isn't always the case :D

Good luck, and glad I could be of some help!

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: 807.766.7331
Email: mike.johnson@...

Technology assistance: email nosmhelpdesk@...
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays:
Off campus toll free 1-800-461-8777, option 8, or locally either
(705)-662-7120 or (807)-766-7500

>>> Robert Nesius <nesius@...> 25/11/2009 3:37 pm >>>
Thanks very much, Mike.

My experience with ticket systems in the past is a bit different from RT, and your post illuminated that more clearly. The work flow i've used in the past is:

Customer -> Support - Help
Support -> Customer - clarifying question (which creates an email)
customer -> support - response (via email)
support -> customer - another question or detail (via email)

During these interactions happening in email, the ticket system is CC'd and silently logs each new iteration into the ticket history, from which the entire history can be replayed. Additionally, the ticket system always displayed all past interactions underneath the new data... so it could be referenced if necessary.

I see now more clearly RT isn't quite intended to work that way and that the intent is for ticket owners to really use the web application as the interface versus email. I think that's a paradigm shift I can make. I'm not sure I like it, but I think that feeling of discomfort stems from a lack of experience, and over time I may even like RT's approach better.

Thanks again for your very articulate and illuminating response.

-Rob

On Wed, Nov 25, 2009 at 2:13 PM, Mike Johnson <Mike.Johnson@...> wrote:

This isn't exactly what you are wanting, but a suitable workaround, and is actually what I believe to be RT's intent.

There are 2 ways to initiate a communication out of RT to an end user. What I like to call Global reply button, and Inline reply button.

Global reply button, located at the very top of the page when displaying a ticket, just opens the comment form with a blank text area(unless you have a signature it is including).

Inline reply button, located beside each transaction within the history of the ticket, opens up the comment form with the transaction associated to the reply button you clicked copied into the message area.

The reasoning behind this(I believe) is so that you can specifically reference a transaction(typically a previous communication from the customer) when replying OR asking something new of the customer related to the ticket itself.

Now, out-of-the-box, RT doesn't allow you to control what is being pulled into the ticket from the external actions(customer replying to your correspondence). But, if you are controlling what is going out, that will "somewhat" control what the customer will reply back with. If you teach your RT users to use the 2 different ways of replying, it can save you the hassle of having to strip old messages.

The reasoning behind the 2 replies can also be applied to how the customer would reply to RT as well. Most customers will simply hit reply, which will include what they are replying about...

Should for whatever reason that customer's reply be related to a previous communication... it will be included in their reply... I personally wouldn't want to strip that out, it provides context to their communication.

Again, just my personal opinions above, but I think it makes a solid case for not having to do any customization to RT...

Good Luck!

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: 807.766.7331
Email: mike.johnson@...

Technology assistance: email nosmhelpdesk@...
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays:
Off campus toll free 1-800-461-8777, option 8, or locally either
(705)-662-7120 or (807)-766-7500

>>> Robert Nesius <nesius@...> 25/11/2009 2:30 pm >>>

The environment I'm about to roll out RT into is pretty much 100% Outlook/Exchange. Something I'm noticing is that when I respond to a ticket via email, not only is my response included, but the entire thread underneath it. I'd like to RT to drop everything beginning from the pattern of:

/^----- Original Message ----- .*/

I'm having a hard time tracking down where exactly to do this trimming... I figured out rt-mailgate is just feeding a parsed mime object to the server, so somewhere in the server code that handles responses I'd need to prune that. I can't imagine I'm the first person to want this, but I can't find an extension or config option. Can someone point me in the right direction - either to the correct area in the source to consider, or to docs about config options I'm missed?

Thanks in advance.

-Rob

Re: Pruning email responses

2009-11-25T12:55:22Z

Robert,

To confuse things even farther, RT can be installed with Incident Tracker (RT::IR) that extend's RT's functionality. The company I work for uses it to process incoming abuse tickets. The work flow for that looks roughly like this:

(In this example, I'll use an incoming Spamcop message as the example)

SpamCop -> RT Incident Reports Queue -> Support Rep via Web -> Outbound Investigation Ticket to our Customer
*Customer Fixes Issue causing Abuse*
Customer Replies Via Email To Investigation Ticket -> Support Rep via Web
Support Rep via Web responds back to original Incident Report, and Investigation tickets and then closes all of them at once.

One of the great features about RT::IR is it's ability to link the different tickets together. So the incoming ticket from the abuse reporter is linked to an incident ticket(that can be linked to RTFM articles and other tickets), which is then linked to an outbound investigation ticket to our customer.

I send this just to demonstrate that RT is very powerful and can be set up MANY different ways. Just takes time tweaking it to work the way you want.

Max

Robert Nesius wrote:

Thanks very much, Mike.

My experience with ticket systems in the past is a bit different from RT, and your post illuminated that more clearly. The work flow i've used in the past is:

Customer -> Support - Help
Support -> Customer - clarifying question (which creates an email)
customer -> support - response (via email)
support -> customer - another question or detail (via email)

During these interactions happening in email, the ticket system is CC'd and silently logs each new iteration into the ticket history, from which the entire history can be replayed. Additionally, the ticket system always displayed all past interactions underneath the new data... so it could be referenced if necessary.

I see now more clearly RT isn't quite intended to work that way and that the intent is for ticket owners to really use the web application as the interface versus email. I think that's a paradigm shift I can make. I'm not sure I like it, but I think that feeling of discomfort stems from a lack of experience, and over time I may even like RT's approach better.

Thanks again for your very articulate and illuminating response.

-Rob

On Wed, Nov 25, 2009 at 2:13 PM, Mike Johnson <Mike.Johnson@...> wrote:

This isn't exactly what you are wanting, but a suitable workaround, and is actually what I believe to be RT's intent.

There are 2 ways to initiate a communication out of RT to an end user. What I like to call Global reply button, and Inline reply button.

Global reply button, located at the very top of the page when displaying a ticket, just opens the comment form with a blank text area(unless you have a signature it is including).

Inline reply button, located beside each transaction within the history of the ticket, opens up the comment form with the transaction associated to the reply button you clicked copied into the message area.

The reasoning behind this(I believe) is so that you can specifically reference a transaction(typically a previous communication from the customer) when replying OR asking something new of the customer related to the ticket itself.

Now, out-of-the-box, RT doesn't allow you to control what is being pulled into the ticket from the external actions(customer replying to your correspondence). But, if you are controlling what is going out, that will "somewhat" control what the customer will reply back with. If you teach your RT users to use the 2 different ways of replying, it can save you the hassle of having to strip old messages.

The reasoning behind the 2 replies can also be applied to how the customer would reply to RT as well. Most customers will simply hit reply, which will include what they are replying about...

Should for whatever reason that customer's reply be related to a previous communication... it will be included in their reply... I personally wouldn't want to strip that out, it provides context to their communication.

Again, just my personal opinions above, but I think it makes a solid case for not having to do any customization to RT...

Good Luck!

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: 807.766.7331
Email: mike.johnson@...

Technology assistance: email nosmhelpdesk@...
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays:
Off campus toll free 1-800-461-8777, option 8, or locally either
(705)-662-7120 or (807)-766-7500

>>> Robert Nesius <nesius@...> 25/11/2009 2:30 pm >>>

The environment I'm about to roll out RT into is pretty much 100% Outlook/Exchange. Something I'm noticing is that when I respond to a ticket via email, not only is my response included, but the entire thread underneath it. I'd like to RT to drop everything beginning from the pattern of:

/^----- Original Message ----- .*/

I'm having a hard time tracking down where exactly to do this trimming... I figured out rt-mailgate is just feeding a parsed mime object to the server, so somewhere in the server code that handles responses I'd need to prune that. I can't imagine I'm the first person to want this, but I can't find an extension or config option. Can someone point me in the right direction - either to the correct area in the source to consider, or to docs about config options I'm missed?

Thanks in advance.

-Rob
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Re: Pruning email responses

2009-11-25T12:42:10Z

On Wed, Nov 25, 2009 at 02:37:52PM -0600, Robert Nesius wrote:
>
> I see now more clearly RT isn't quite intended to work that way and that the intent is for
> ticket owners to really use the web application as the interface versus email. I think that's
> a paradigm shift I can make. I'm not sure I like it, but I think that feeling of discomfort
> stems from a lack of experience, and over time I may even like RT's approach better.

I actually do almost all of my interacting with RT via my inbox.
But, I trim email messages before replying.

-kevin

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attachment0 (202 bytes) Download Attachment

Re: Pruning email responses

2009-11-25T12:37:52Z

Thanks very much, Mike.

My experience with ticket systems in the past is a bit different from RT, and your post illuminated that more clearly. The work flow i've used in the past is:

Customer -> Support - Help
Support -> Customer - clarifying question (which creates an email)
customer -> support - response (via email)
support -> customer - another question or detail (via email)

During these interactions happening in email, the ticket system is CC'd and silently logs each new iteration into the ticket history, from which the entire history can be replayed. Additionally, the ticket system always displayed all past interactions underneath the new data... so it could be referenced if necessary.

I see now more clearly RT isn't quite intended to work that way and that the intent is for ticket owners to really use the web application as the interface versus email. I think that's a paradigm shift I can make. I'm not sure I like it, but I think that feeling of discomfort stems from a lack of experience, and over time I may even like RT's approach better.

Thanks again for your very articulate and illuminating response.

-Rob

On Wed, Nov 25, 2009 at 2:13 PM, Mike Johnson <Mike.Johnson@...> wrote:

This isn't exactly what you are wanting, but a suitable workaround, and is actually what I believe to be RT's intent.

There are 2 ways to initiate a communication out of RT to an end user. What I like to call Global reply button, and Inline reply button.

Global reply button, located at the very top of the page when displaying a ticket, just opens the comment form with a blank text area(unless you have a signature it is including).

Inline reply button, located beside each transaction within the history of the ticket, opens up the comment form with the transaction associated to the reply button you clicked copied into the message area.

The reasoning behind this(I believe) is so that you can specifically reference a transaction(typically a previous communication from the customer) when replying OR asking something new of the customer related to the ticket itself.

Now, out-of-the-box, RT doesn't allow you to control what is being pulled into the ticket from the external actions(customer replying to your correspondence). But, if you are controlling what is going out, that will "somewhat" control what the customer will reply back with. If you teach your RT users to use the 2 different ways of replying, it can save you the hassle of having to strip old messages.

The reasoning behind the 2 replies can also be applied to how the customer would reply to RT as well. Most customers will simply hit reply, which will include what they are replying about...

Should for whatever reason that customer's reply be related to a previous communication... it will be included in their reply... I personally wouldn't want to strip that out, it provides context to their communication.

Again, just my personal opinions above, but I think it makes a solid case for not having to do any customization to RT...

Good Luck!

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: 807.766.7331
Email: mike.johnson@...

Technology assistance: email nosmhelpdesk@...
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays:
Off campus toll free 1-800-461-8777, option 8, or locally either
(705)-662-7120 or (807)-766-7500

>>> Robert Nesius <nesius@...> 25/11/2009 2:30 pm >>>

The environment I'm about to roll out RT into is pretty much 100% Outlook/Exchange. Something I'm noticing is that when I respond to a ticket via email, not only is my response included, but the entire thread underneath it. I'd like to RT to drop everything beginning from the pattern of:

/^----- Original Message ----- .*/

I'm having a hard time tracking down where exactly to do this trimming... I figured out rt-mailgate is just feeding a parsed mime object to the server, so somewhere in the server code that handles responses I'd need to prune that. I can't imagine I'm the first person to want this, but I can't find an extension or config option. Can someone point me in the right direction - either to the correct area in the source to consider, or to docs about config options I'm missed?

Thanks in advance.

-Rob

Re: Prevent Subject Lines Starting with RE: or Re: from creating tickets

2009-11-25T12:25:57Z

Thanks. After some googling, I implemented the following in my sendmail.cf
to silently discard the subject lines of my choice with out sending an
annoying reply message

LOCAL_RULESETS
F{FullSubjects} -o /etc/mail/subjects_full
F{PartSubjects} -o /etc/mail/subjects_part
HSubject: $>CheckSubject

SCheckSubject
R$={FullSubjects}$* $: REJECTSUBJECT
R$* $={PartSubjects} $* $: REJECTSUBJECT
R$* REJECTSUBJECT $* $#discard $: discard

Thanks,
Paul J

From:
Jesse Vincent <jesse@...>
To:
pjaramillo@...
Cc:
rt-users@...
Date:
11/25/2009 10:26 AM
Subject:
Re: [rt-users] Prevent Subject Lines Starting with RE: or Re: from
creating tickets

On Wed 25.Nov'09 at 9:42:52 -0600, pjaramillo@... wrote:
> I won't to stop any emails with the Subject line of RE: <whatever> or
Re:
> <whatever> from creating tickets?
> Is this something that can be done with sendmail or rtmailgate, while
> still retaining the ability for users to create tickets via email?

I'd probably just use procmail for that myself.

>
> Thanks,
> Paul J
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales@...
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

[attachment "signature.asc" deleted by Paul Jaramillo/KCP]

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Re: Pruning email responses

2009-11-25T12:13:30Z

This isn't exactly what you are wanting, but a suitable workaround, and is actually what I believe to be RT's intent.

There are 2 ways to initiate a communication out of RT to an end user. What I like to call Global reply button, and Inline reply button.

Global reply button, located at the very top of the page when displaying a ticket, just opens the comment form with a blank text area(unless you have a signature it is including).

Inline reply button, located beside each transaction within the history of the ticket, opens up the comment form with the transaction associated to the reply button you clicked copied into the message area.

The reasoning behind this(I believe) is so that you can specifically reference a transaction(typically a previous communication from the customer) when replying OR asking something new of the customer related to the ticket itself.

Now, out-of-the-box, RT doesn't allow you to control what is being pulled into the ticket from the external actions(customer replying to your correspondence). But, if you are controlling what is going out, that will "somewhat" control what the customer will reply back with. If you teach your RT users to use the 2 different ways of replying, it can save you the hassle of having to strip old messages.

The reasoning behind the 2 replies can also be applied to how the customer would reply to RT as well. Most customers will simply hit reply, which will include what they are replying about...

Should for whatever reason that customer's reply be related to a previous communication... it will be included in their reply... I personally wouldn't want to strip that out, it provides context to their communication.

Again, just my personal opinions above, but I think it makes a solid case for not having to do any customization to RT...

Good Luck!

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: 807.766.7331
Email: mike.johnson@...

>>> Robert Nesius <nesius@...> 25/11/2009 2:30 pm >>>

The environment I'm about to roll out RT into is pretty much 100% Outlook/Exchange. Something I'm noticing is that when I respond to a ticket via email, not only is my response included, but the entire thread underneath it. I'd like to RT to drop everything beginning from the pattern of:

/^----- Original Message ----- .*/

I'm having a hard time tracking down where exactly to do this trimming... I figured out rt-mailgate is just feeding a parsed mime object to the server, so somewhere in the server code that handles responses I'd need to prune that. I can't imagine I'm the first person to want this, but I can't find an extension or config option. Can someone point me in the right direction - either to the correct area in the source to consider, or to docs about config options I'm missed?

Thanks in advance.

-Rob

Lots of new lines....

2009-11-25T11:52:27Z

In testing email interactions with RT, I'm observing the following behavior with 3.8.6:

Original message:
> Testing html-ized mail
>
> -Rob

What I see coming back from RT....
---- begin ----

Testing html-ized mail.

-Rob

---- end ----

Actually - I'm observing this with plaintext messages too. :(
-Rob

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Commercial support: sales@...

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