RT-Users Digest, Vol 71, Issue 47

I just want to be able to edit a text. Put color on to it, make tables…
basics on text editing, that’s all.
In RTFM it’s all black, white and bold. If I want to create an article more
pretty I can’t . I’m searching packages, scripts that allow me to create a
more beatiful article…

Fernanda L. M. Martins2010/2/19 rt-users-request@lists.bestpractical.com

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Today’s Topics:

  1. Re: Pls urgent help about double requestors for each new
    ticket (Ken Crocker)
  2. Re: Creating one Article in more than one class (Kevin Falcone)
  3. Re: Wiki Add-on for RTFM (Kevin Falcone)
  4. RT Apache memory leak. any examples of MPM settings?
    (Michael Neuschafer)

Message: 1
Date: Fri, 19 Feb 2010 09:13:19 -0800
From: Ken Crocker kfcrocker@lbl.gov
Subject: Re: [rt-users] Pls urgent help about double requestors for
each new ticket
To: softouch razzipk@hotmail.com
Cc: rt-users@lists.bestpractical.com
Message-ID: 4B7EC6AF.9000803@lbl.gov
Content-Type: text/plain; charset=“iso-8859-1”

Softouch,

Have you created any scrips that activate when a ticket is created?
Otherwise, that’s crazy. I can’t see any reason that the vanilla RT
would ever do that. It doesn’t make sense and I can’t think of any
configuration settings that would do it either. The only thing I can
think of is some scrip that is doing it.

Kenn
LBNL

On 2/18/2010 9:49 PM, softouch wrote:

Dear Ken,

lets assume that i have user A,B,C,D in my RT.

When User A is creating a ticket in the queue and making some one owner
of
Ticket out of RT Members,
after ticket creation RT is showing Two Requester for this Ticket.

One is User A who actually created the Ticket.
Second randomly from B,C,D.

i am unable to understand that why and when second requester is inserted
inside the ticket. now when ever some correspondence is made with
Requester
, RT is sending Email to Two Requester.

Hope i have explained my problem more precisely.

Thanks,

R i Z

Ken Crocker wrote:

Softouch,

Your question is a bit vague. Are you having a problem segregating
notifications? A problems distinguishing the difference between a ticket
"Creator" and a Ticket “Requestor”?
There are several relationships a user can have with a ticket. At the
"Queue" level, they can be a watcher (either AdminCc or Cc). That
implies that they want whatever notifications you set to go out for ALL
tickets in that Queue. Then there are the “Ticket” watchers, which
includes AdminCc, Cc, Owners (of which there can ONLY be one per ticket)
and Requestors (of which there can be MANY per ticket). These watchers
are called “Roles” which are basically “Psuedo” groups. The can have
rights just like “User-defined” groups for a particular Queue and even
globally. A “Creator” is neither a role or psuedo group of any kind and
therefore /cannot have any rights/.nor be a /selected recipient of a
notification/. A Ticket “Creator” is merely a ticket level field that
retains the ID number of the user that /actually created/ (Via email or
WebUI) the ticket and this user can be a different user than the Owner
OR Requestor(s). You can display this persons User Name/Email address in
any Query, however.
Please define more succinctly exactly what your problem is and I’ll try
to help.

Kenn
LBNL

On 2/18/2010 4:15 AM, softouch wrote:

Hello. whenever my RT users are creating ticket in some queue, ticket
is created by two owners. one who is actually creating the ticket and
other it selects randomly between different RT Admins. please help me
to sort out the reason of this issue. R i Z.


View this message in context: Pls urgent help about double requestors
for each new ticket
<
http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27637404.html

Sent from the Request Tracker - User mailing list archive
http://old.nabble.com/Request-Tracker---User-f572.html at
Nabble.com.



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Message: 2
Date: Fri, 19 Feb 2010 10:31:36 -0500
From: Kevin Falcone falcone@bestpractical.com
Subject: Re: [rt-users] Creating one Article in more than one class
To: rt-users@lists.bestpractical.com
Message-ID: 20100219153136.GC737@jibsheet.com
Content-Type: text/plain; charset=“us-ascii”

On Fri, Feb 19, 2010 at 12:53:09PM -0200, Fernanda Martins wrote:

Can I create one article in more than one class on RTFM?

No, think of a Class like a Queue. One Class per Article, one Queue
per Ticket.

You want global topics I suspect.

-kevin
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Message: 3
Date: Fri, 19 Feb 2010 10:31:05 -0500
From: Kevin Falcone falcone@bestpractical.com
Subject: Re: [rt-users] Wiki Add-on for RTFM
To: rt-users@lists.bestpractical.com
Message-ID: 20100219153105.GB737@jibsheet.com
Content-Type: text/plain; charset=“us-ascii”

On Fri, Feb 19, 2010 at 12:46:32PM -0200, Fernanda Martins wrote:

See… but that don’t solve my problem.

What I want is the text format like in [1]wikipedia.com with gray
boxes, and index in my
article to each topic… that kind of stuff.

If I just create a Custom Field I will only creating boxes, but not
coloring it, not change my
letter fonts etc etc etc…

RT is not a wiki. I can’t tell if you want to let people browse
articles in RTFM (which they can do from RTFM -> Articles, organized
by class and topic) or if you want something entirely different.

-kevin
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Message: 4
Date: Fri, 19 Feb 2010 10:31:53 -0800
From: “Michael Neuschafer” mneuschafer@nationalstoresinc.com
Subject: [rt-users] RT Apache memory leak. any examples of MPM
settings?
To: rt-users@lists.bestpractical.com
Message-ID:
323E0713A7B4BB448FE88038747ABBAC05765304@hqsvr03.nationalmail
Content-Type: text/plain; charset=“us-ascii”

My request tracker apache has been eating up memory. I think there is a
memory leak. Below is my prefork MPM and Worker MPM what setting do you
recommend?

prefork MPM

StartServers: number of server processes to start

MinSpareServers: minimum number of server processes which are kept

spare

MaxSpareServers: maximum number of server processes which are kept

spare

MaxClients: maximum number of server processes allowed to start

MaxRequestsPerChild: maximum number of requests a server process

serves

StartServers 2

MinSpareServers 2

MaxSpareServers 3

MaxClients 50

MaxRequestsPerChild 1000

worker MPM

StartServers: initial number of server processes to start

MaxClients: maximum number of simultaneous client connections

MinSpareThreads: minimum number of worker threads which are kept spare

MaxSpareThreads: maximum number of worker threads which are kept spare

ThreadsPerChild: constant number of worker threads in each server

process

MaxRequestsPerChild: maximum number of requests a server process

serves

StartServers 2

ThreadLimit 64

event MPM

StartServers: initial number of server processes to start

MaxClients: maximum number of simultaneous client connections

MinSpareThreads: minimum number of worker threads which are kept spare

MaxSpareThreads: maximum number of worker threads which are kept spare

ThreadsPerChild: constant number of worker threads in each server

process

MaxRequestsPerChild: maximum number of requests a server process

serves

StartServers 2

MaxClients 50

MinSpareThreads 25

MaxSpareThreads 100

ThreadLimit 64

ThreadsPerChild 25

MaxRequestsPerChild 1500

Michael Neuschafer

PC Support Specialist

National Stores Inc.

(310) 436 - 2150

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End of RT-Users Digest, Vol 71, Issue 47