A few questions

RT Developers
1

I am using RT 1.3.70. I am in the process of implementing it and I had a few
questions about how the various aspects work. Maybe some of these can be
included in a future FAQ. I apologize in advance for the shopping list of
things.

  1. My understanding is that when a request is e-mailed in from a non-user,
    the non-user is setup as a non-privileged user. If that’s the case,
    shouldn’t I see that user in the user’s list.

  2. I don’t quite understand the difference between correspond and comment.
    Originally, I thought that correspondences get e-mailed back to the
    requestor and comments do not. However, it seems that either one of them can
    be. It all depends on what scrips are setup. It seems that it just allows
    you to categorize notes on a ticket under 2 categories and then trigger off
    of each one (OnCorrespond & OnComment). How does the ‘–action’ parameter of
    rt-mailgate play into this. Is it also just a means of categorizing in-bound
    e-mails?

  3. What’s the difference between the AutoreplyToRequestor action and the
    NotifyRequestor action?

  4. It seems that most actions (in setting up scrips) have the action and
    also actionAsComment, like NotifyOwner and NotifyOwnerAsComment. What’s the
    difference between these?

  5. When keywords are implemented is the idea to create a list of words that
    can then be associated to a ticket. Meaning Create keyword ‘Which Server?’
    and then within that keywords nest 3 keywords like ‘Server 1’ ‘Server 2’ &
    ‘Server 3’. Then when Creating a ticket I can select one of the servers?

  6. Can I customize the ‘New Ticket’ screen to include other fields that
    normally only appear once you’re viewing the details of a ticket. For
    example, can include the 'Start Date" field or keywords when creating a
    ticket by simply editing the HTML forms?

That’s about it. Thanks for a great product. Nothing compares to it. Keep up
the good work.

Eric Mandel

Enabling media companies to build powerful new businesses on the Internet.

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2

I am using RT 1.3.70. I am in the process of implementing it and I had a few
questions about how the various aspects work. Maybe some of these can be
included in a future FAQ. I apologize in advance for the shopping list of
things.

  1. My understanding is that when a request is e-mailed in from a non-user,
    the non-user is setup as a non-privileged user. If that’s the case,
    shouldn’t I see that user in the user’s list.

By default, non-privileged folks aren’t listed in that list. you have to search for them.

  1. I don’t quite understand the difference between correspond and comment.
    Originally, I thought that correspondences get e-mailed back to the
    requestor and comments do not. However, it seems that either one of them can
    be. It all depends on what scrips are setup. It seems that it just allows
    you to categorize notes on a ticket under 2 categories and then trigger off
    of each one (OnCorrespond & OnComment). How does the ‘–action’ parameter of
    rt-mailgate play into this. Is it also just a means of categorizing in-bound
    e-mails?

Users can be granted the right to see correspondence and not comments. Setting
up a scrip to send mail to requestors on comment is, imho, kind of silly, but RT gives you enough rope…

  1. What’s the difference between the AutoreplyToRequestor action and the
    NotifyRequestor action?

iirc, AutoReply sets the sender of the message to RT rather than the user himself, but that’s about it. I might be missing something.

  1. It seems that most actions (in setting up scrips) have the action and
    also actionAsComment, like NotifyOwner and NotifyOwnerAsComment. What’s the
    difference between these?

The AsComment versions come from the -comment address for the queue. so replies are entered as comments, rather than correspondence.

  1. When keywords are implemented is the idea to create a list of words that
    can then be associated to a ticket. Meaning Create keyword ‘Which Server?’
    and then within that keywords nest 3 keywords like ‘Server 1’ ‘Server 2’ &
    ‘Server 3’. Then when Creating a ticket I can select one of the servers?

yes.

  1. Can I customize the ‘New Ticket’ screen to include other fields that
    normally only appear once you’re viewing the details of a ticket. For
    example, can include the 'Start Date" field or keywords when creating a
    ticket by simply editing the HTML forms?

Yes. though you’ll also need to add the logic to the form processor for ticket
creation. At some future point, better ticket creation screens will get written.

That’s about it. Thanks for a great product. Nothing compares to it. Keep up
the good work.

Eric Mandel

Enabling media companies to build powerful new businesses on the Internet.

This message may contain confidential and/or privileged information.
If you are not the addressee or authorized to receive this for the
addressee, you must not use, copy, disclose or take any action based on this
message or any information herein. If you have received this message in
error, please advise the sender immediately by reply e-mail and delete this
message. Thank you for your cooperation.

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Rt-devel mailing list
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jesse reed vincent – root@eruditorum.org – jesse@fsck.com
70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90

“Bother,” said Pooh, “Eeyore, ready two photon torpedoes and lock
phasers on the Heffalump, Piglet, meet me in transporter room three”

3

Attached is a log from MySQL of the queries issued when I log into an
RT2 system populated with around 80,000 tickets (our current RT1 load).

If you look at the timestamps, you’ll see it’s taking about 2 minutes to
issue them all. This is a pretty long wait to log into the system, and
other operations also seem to be fairly slow. Is this a problem
specific to my installations, or have other people been noticing long
delays?

And welcome back Jesse, hope you had a good holiday :slight_smile:

bje

4

Attached is a log from MySQL of the queries issued when I log into an
RT2 system populated with around 80,000 tickets (our current RT1 load).

If you look at the timestamps, you’ll see it’s taking about 2 minutes to
issue them all.

That’s no good. I definitely wanna take a look at that. And I may have
something of a magic bullet up my sleeve …

This is a pretty long wait to log into the system, and
other operations also seem to be fairly slow. Is this a problem
specific to my installations, or have other people been noticing long
delays?

I suspect that the mail gateway software either lopped off your attachment or
would reject it based on message size. Wanna put it somewhere online
that people can reference by URL? (Or bounce it to me and I can do that)

    -j

And welcome back Jesse, hope you had a good holiday :slight_smile:

Yep. Definitely. Thanks.

–
bje

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jesse reed vincent – root@eruditorum.org – jesse@fsck.com
70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90

There are no supercomputer applications that are solvable that cannot be solved
in finite time using a fucking TRS-80 with approprite disk/tape drives. Zero.
-Tanj

5

I suspect that the mail gateway software either lopped off your attachment or
would reject it based on message size. Wanna put it somewhere online
that people can reference by URL? (Or bounce it to me and I can do that)

uh, I, uh, forgot to attach it blushes

bje

mysql.log (33.9 KB)