RT-Users Digest, Vol 57, Issue 24

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Subject: RT-Users Digest, Vol 57, Issue 24

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Today’s Topics:

  1. rt 3.8.1: Font and spacing issues in ticket history section
    issue (Janet Houser)
  2. is it possible to set up a external database query using
    user’s input while opening ticket? (Aleksey Tsalolikhin)
  3. Re: is it possible to set up a external database query using
    user’s input while opening ticket? (Jerrad Pierce)
  4. Re: Issue with RT 3.8.1 and Active Directory authentication
    (Bryan McLellan)
  5. Re: rt 3.8.1: Font and spacing issues in ticket history
    section issue (Bryan McLellan)
  6. Re: long page load times with many comments, was: is SELECT
    GET_LOCK normal? (Bryan McLellan)
  7. Re: long page load times with many comments, was: is SELECT
    GET_LOCK normal? (Ruslan Zakirov)
  8. Re: long page load times with many comments, was: is SELECT
    GET_LOCK normal? (Bryan McLellan)
  9. ATx-Graph / AT 1.2.3 / RT 3.6.5 Problems
    (Ham MI-ID, Torsten Brumm)
  10. Good document on assigning rights (Bill Morton)

Message: 1
Date: Mon, 08 Dec 2008 15:00:57 -0500
From: Janet Houser jhouser@cfa.harvard.edu
Subject: [rt-users] rt 3.8.1: Font and spacing issues in ticket
history section issue
To: rt-users@lists.bestpractical.com
Message-ID: 493D7CF9.4000304@cfa.harvard.edu
Content-Type: text/plain; charset=us-ascii; format=flowed

Hi folks,

When my users add comments while logged into rt (3.8.1), the font is very
large and the lines are
double spaced. When you reply to rt tickets via a mailer, this doesn’t
happen.

I’ve googled but haven’t found a setting in the RT_SiteConfig file that
fixes this.

Has anyone else seen this?

Cheers,

janet


Message: 2
Date: Mon, 8 Dec 2008 12:17:37 -0800
From: “Aleksey Tsalolikhin” atsaloli.tech@gmail.com
Subject: [rt-users] is it possible to set up a external database query
using user’s input while opening ticket?
To: rt-users@lists.bestpractical.com
Message-ID:
d17c5b140812081217n50d877c1j6bf39b0c05f83d07@mail.gmail.com
Content-Type: text/plain; charset=ISO-8859-1

Hi. If a user provides some input while opening a new ticket, into a
textbox in the form, in pulling data from an external source using
an External module (like Groups.pm) ?

For example, I want the use to supply company name and location,
and the external query will fetch all the stores that particular company
operates at that location.

Or would we have to change RT source code to do that?

Thanks,
Aleksey


Aleksey Tsalolikhin
UNIX System Administrator
"I get stuff done!"
http://www.lifesurvives.com/


Message: 3
Date: Mon, 8 Dec 2008 16:58:57 -0500
From: “Jerrad Pierce” jpierce@cambridgeenergyalliance.org
Subject: Re: [rt-users] is it possible to set up a external database
query using user’s input while opening ticket?
To: “Aleksey Tsalolikhin” atsaloli.tech@gmail.com
Cc: rt-users@lists.bestpractical.com
Message-ID:
be7163f0812081358h27358619g2545d8ecfd1fe8fc@mail.gmail.com
Content-Type: text/plain; charset=ISO-8859-1

That’s not the clearest example, since a well defined location would
be a unique identifier.
However, no, you don’t have to change RT. You just need to implement a
custom overlay.
Things to look at are the custom field “Include page” property and
RTx::EmailCompletion,
the desired feature does not exist out of the box.


Cambridge Energy Alliance: Save money. Save the planet.


Message: 4
Date: Mon, 8 Dec 2008 14:53:38 -0800
From: “Bryan McLellan” btm@loftninjas.org
Subject: Re: [rt-users] Issue with RT 3.8.1 and Active Directory
authentication
To: “Elton S. Fenner” elton.fenner@al.rs.gov.br
Cc: rt-users@lists.bestpractical.com
Message-ID:
893823750812081453l5b50ceefw6aa97a54fcaf5055@mail.gmail.com
Content-Type: text/plain; charset=“iso-8859-1”

On Mon, Dec 8, 2008 at 10:44 AM, Elton S. Fenner elton.fenner@al.rs.gov.brwrote:

I can login but get this message in browser:
*Can’t call method “as_string” on an undefined value at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm
line 97, line 514. *

This looks like it’s the section of code checking the group.

  •            'group'                     =>  'DSI_Rede_Usu',
              'group_attr'                =>  '',*
    

Have you tried with these two lines commented out? I would think
group_attr
must be set. I believe ‘uniqueMember’ is what openldap uses, and active
directory uses ‘member’. I also think group would be a full DN, but the
code
may search. I’ve never used these before myself.

Bryan
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Message: 5
Date: Mon, 8 Dec 2008 15:09:16 -0800
From: “Bryan McLellan” btm@loftninjas.org
Subject: Re: [rt-users] rt 3.8.1: Font and spacing issues in ticket
history section issue
To: “Janet Houser” jhouser@cfa.harvard.edu
Cc: rt-users@lists.bestpractical.com
Message-ID:
893823750812081509k5dbc04d4nb8bbc3e1093e661@mail.gmail.com
Content-Type: text/plain; charset=“iso-8859-1”

On Mon, Dec 8, 2008 at 12:00 PM, Janet Houser jhouser@cfa.harvard.eduwrote:

When my users add comments while logged into rt (3.8.1), the font is very
large and the lines are
double spaced. When you reply to rt tickets via a mailer, this doesn’t
happen.

Have you tried turning off the WYSIWYG editor under Preferences? If this
fixes your problem I would try setting:

Set($MessageBoxRichText, 0);
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Message: 6
Date: Mon, 8 Dec 2008 15:50:48 -0800
From: “Bryan McLellan” btm@loftninjas.org
Subject: Re: [rt-users] long page load times with many comments, was:
is SELECT GET_LOCK normal?
To: “Ruslan Zakirov” ruz@bestpractical.com
Cc: rt-users@lists.bestpractical.com
Message-ID:
893823750812081550i58cbf9fagcddd0251870272c4@mail.gmail.com
Content-Type: text/plain; charset=ISO-8859-1

On Thu, Dec 4, 2008 at 6:06 PM, Ruslan Zakirov ruz@bestpractical.com wrote:

Could you check if ShowMessageStanza from 3.8 repository [1] improves
situation? See also comments below.

[1]
http://svn.bestpractical.com/cgi-bin/index.cgi/bps/view/rt/3.8/trunk/share/html/Ticket/Elements/ShowMessageStanza

Installed this and restarted. Didn’t change the time to load. Pretty
stable at just under 90 seconds for this ticket.

Start from identifying where RT spends more time during the request.

Turned on ‘debug’ logging to a file. When loading this ticket I see
many lines like this:

[Mon Dec 8 23:37:12 2008] [debug]: We found a merged ticket.1721/1698
(/opt/rt3/bin/…/lib/RT/Ticket_Overlay.pm:185)

After the first line, it will pause for one second, then print three
more of the exact messages at the same time with the same timestamp as
the first. Four messages every second for the 90 seconds it took for
the ticket to load.

After seeing this I opened up a few dozen tickets and watched the
debugging log. Every ticket without merges took under two seconds,
most of them a fraction of a second (short ones). Tickets with merges
took 50-110 seconds. Definitely looks like some sort of recursive loop
to do with parsing ticket merges.

Bryan


Message: 7
Date: Tue, 9 Dec 2008 04:14:03 +0300
From: “Ruslan Zakirov” ruz@bestpractical.com
Subject: Re: [rt-users] long page load times with many comments, was:
is SELECT GET_LOCK normal?
To: “Bryan McLellan” btm@loftninjas.org
Cc: rt-users@lists.bestpractical.com
Message-ID:
589c94400812081714y544423c6w666fb5148cf3cce6@mail.gmail.com
Content-Type: text/plain; charset=UTF-8

http://rt3.fsck.com//Ticket/Display.html?id=12774

On Tue, Dec 9, 2008 at 2:50 AM, Bryan McLellan btm@loftninjas.org wrote:

On Thu, Dec 4, 2008 at 6:06 PM, Ruslan Zakirov ruz@bestpractical.com wrote:

Could you check if ShowMessageStanza from 3.8 repository [1] improves
situation? See also comments below.

[1]
http://svn.bestpractical.com/cgi-bin/index.cgi/bps/view/rt/3.8/trunk/share/html/Ticket/Elements/ShowMessageStanza

Installed this and restarted. Didn’t change the time to load. Pretty
stable at just under 90 seconds for this ticket.

Start from identifying where RT spends more time during the request.

Turned on ‘debug’ logging to a file. When loading this ticket I see
many lines like this:

[Mon Dec 8 23:37:12 2008] [debug]: We found a merged ticket.1721/1698
(/opt/rt3/bin/…/lib/RT/Ticket_Overlay.pm:185)

After the first line, it will pause for one second, then print three
more of the exact messages at the same time with the same timestamp as
the first. Four messages every second for the 90 seconds it took for
the ticket to load.

After seeing this I opened up a few dozen tickets and watched the
debugging log. Every ticket without merges took under two seconds,
most of them a fraction of a second (short ones). Tickets with merges
took 50-110 seconds. Definitely looks like some sort of recursive loop
to do with parsing ticket merges.

Bryan


Best regards, Ruslan.


Message: 8
Date: Mon, 8 Dec 2008 17:26:37 -0800
From: “Bryan McLellan” btm@loftninjas.org
Subject: Re: [rt-users] long page load times with many comments, was:
is SELECT GET_LOCK normal?
To: “Ruslan Zakirov” ruz@bestpractical.com
Cc: rt-users@lists.bestpractical.com
Message-ID:
893823750812081726g988cb79rdb3176a91862773c@mail.gmail.com
Content-Type: text/plain; charset=ISO-8859-1

On Mon, Dec 8, 2008 at 5:14 PM, Ruslan Zakirov ruz@bestpractical.com wrote:

http://rt3.fsck.com//Ticket/Display.html?id=12774

Note that to read that, login as guest/guest.

That’s it, thanks. Added this to RT_SiteConfig.pm.

Set($LogToSyslog , ‘info’);

Also linked in that bug is a debian bug [1]. They also discuss that
installing the debian package ‘libsys-syslog-perl’ should resolve this
issue.

Maybe RT_Config.pm should ship with LogToSyslog set to info as a
general measure rather than related to this bug?

Bryan

[1] http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=498692


Message: 9
Date: Tue, 9 Dec 2008 10:33:38 +0100
From: “Ham MI-ID, Torsten Brumm” torsten.brumm@Kuehne-Nagel.com
Subject: [rt-users] ATx-Graph / AT 1.2.3 / RT 3.6.5 Problems
To: “RT Users” rt-users@lists.bestpractical.com
Message-ID:
16426EA38D57E74CB1DE5A6AE1DB039401AFE1DC@w3hamboex11.ger.win.int.kn
Content-Type: text/plain; charset=“iso-8859-1”

Hi RT Users, Todd,
i’m trying to get Atx-Graph from AT Repo to run, until now without
success. Has anybody got this running already?

Any hint or suggestion where to start?

I’m calling the Graph.html whith the same options like Results.html like
this:
http://rt3dev.int.kn/AssetTracker/Search/Graph.html?Order=ASC&Query=Type
%3D ‘TelCo’ AND Status !%3D ‘retired’&Rows=&OrderBy=id&Format=

My Error at the moment:

error: Error during compilation of
/opt/rt3dev/local/html/AssetTracker/Search/Graph.html:
Can’t locate object method “StatusArray” via package
"RTx::AssetTracker::Type" (perhaps you forgot to load
"RTx::AssetTracker::Type"?) at
/opt/rt3dev/local/html/AssetTracker/Search/Graph.html line 162.

Stack:
[/opt/rt3dev/local/html/AssetTracker/Search/Graph.html:162]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:811]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:441]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:246]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:211]
[/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:275]
[/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:353]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:342]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm:121]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm:73]
[/opt/rt3dev/bin/mason_handler.fcgi:78]

context:

158:
159: </%INIT>
160: <%ONCE>
161: #my $type = RTx::AssetTracker::Type->new($session{‘CurrentUser’});
162: my @status = RTx::AssetTracker::Type->StatusArray();
163: </%ONCE>
164:
code stack: /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:445
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:246
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:211
/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:275
/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:353
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:342
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm:121
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm:73
/opt/rt3dev/bin/mason_handler.fcgi:78

Thanks

Torsten

K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann
(Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred
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Message: 10
Date: Tue, 09 Dec 2008 08:01:34 -0500
From: Bill Morton Bill.Morton@ncmail.net
Subject: [rt-users] Good document on assigning rights
To: rt-users@lists.bestpractical.com
Message-ID: 493E6C2E.6020401@ncmail.net
Content-Type: text/plain; charset=ISO-8859-1; format=flowed

Hello All,

I am new to RT and wondering if there is a good document out there
explaining what rights to give and where. I will have many different
queue’s in my installation and want to do it right the first time. Any
help would be appreciated!

Thanks,
Bill Morton



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End of RT-Users Digest, Vol 57, Issue 24