RT v3.0.10

Is it possible to issue a list of pages or functions which have been
updated with each release to help those people who have some pages
customised or localised to roll their individual updates in with the bug
fixes or enhancements in the new versions.

This should help avoid legacy hangover issues from using older coded
pages.On Sun, 2004-03-28 at 05:02, rt-users-request@lists.bestpractical.com wrote:

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Today’s Topics:

  1. Re: RTFM (Jason Grigsby)
  2. RE: More performance issues with 3.0.9 (Derek Suzuki)
  3. Re: Allowing a ‘group’ of customers to see certain ticketsin
    a queue (Todd Chapman)
  4. Re: to: undisclosed recipients (Todd Chapman)
  5. RE: Allowing a ‘group’ of customers to see certainticketsin a
    queue (Kelly F. Hickel)
  6. Re: Allowing a ‘group’ of customers to see certainticketsin a
    queue (Todd Chapman)
  7. Re: Allowing a ‘group’ of customers to see certainticketsin a
    queue (Todd Chapman)

Message: 1
Date: Sat, 27 Mar 2004 16:11:03 -0800
From: Jason Grigsby jason@kavi.com
Subject: Re: [rt-users] RTFM
To: Max Norton M.B.Norton@bath.ac.uk
Cc: rt-users@lists.bestpractical.com
Message-ID: 66872DE6-804C-11D8-B579-000393D541EC@kavi.com
Content-Type: text/plain; charset=US-ASCII; delsp=yes; format=flowed

On Mar 24, 2004, at 5:24 AM, Max Norton wrote:

  1. RTFM is not meant as a tool to display FAQs to the general public.

There’s absolutely nothing stopping it from doing so, you can make
articles
available to everyone.

Max is correct about this with one caveat. The SelfService interface
for RT does not allow access to RTFM. So while you can mark any article
as visible to everyone, you will have to create some sort of interface
to view the FAQs. A customer-facing and non-authenticated front end are
both on the To Do list for the current version of RTFM:

http://svn.bestpractical.com/viewcvs.cgi/*checkout*/rtfm/trunk/TODO?
rev=348&content-type=text%2Fplain

  1. To view FAQs from RTFM, one must be an RT superuser.

Out of the box, you have to be a privileged user to see RFTM articles.

For our use, we wanted certain classes of articles available to users
in the SelfService interface. We copied the RTFM installation under the
SelfService area in local then modified code to reference
/SelfService/RTFM/. We had to modify the left nav for that section as
well, and I think there was a couple of other changes that were
necessary.

Basically, the structure (permissions) is in place to support
customer-facing and non-authenticated access to RTFM articles, but the
UI has been developed.

-Jason


Message: 2
Date: Sat, 27 Mar 2004 16:11:13 -0800
From: Derek Suzuki DSuzuki@ZipRealty.com
Subject: RE: [rt-users] More performance issues with 3.0.9
To: “'rt-users@lists.bestpractical.com '”
rt-users@lists.bestpractical.com
Message-ID:
4EDB653D80A0234CAE572A89316BDDFF08D1F444@elvis.ziprealty.com
Content-Type: text/plain; charset=“iso-8859-1”

One other bit of info - an strace against the perl process shows the
following call in abundance:

time(NULL) = 1080432262

The expected calls to handle communication with the MySQL server are
scattered amongst a bunch of those.

-----Original Message-----
From: Derek Suzuki
To: rt-users@lists.bestpractical.com
Sent: 3/26/2004 5:20 PM
Subject: [rt-users] More performance issues with 3.0.9

Okay, my performance problem has a bit of a history, so I’ll
start
at the beginning…

Initially, I installed RT 3.0.7 and MySQL 4.0.13 with Apache
2.0.46
and FastCGI 2.4.21 on a little box with 256MB RAM and a 500MHz P-III.
It
was never fast, but it was adequate for the two people using it.
A few weeks ago, another group started using the system, and
usage
went up five-fold. At first I started seeing some odd rendering
problems,
so I upgraded RT to 3.0.9. This solved the immediate problems, but then
a
new issue arose. Every now and then, RT would stall for 1-2 minutes at
a
time. Additional requests would cause the perl process to peg the CPU,
and
they would eventually time out. If the timed-out request came in
through
the mail gateway, the delivery would fail with EX_TEMPFAIL and the
message
would be redelivered later (this caused a duplicate ticket to be
created).
Other than the high CPU usage, the system would show little sign
of
load. The CPU would spend little time in iowait state and manual
queries to
MySQL would return quickly. An strace against the perl process would
show
queries and results running back and forth during this time. Eventually
everything would die down, and the server would start behaving normally.
Earlier this week, I migrated RT to a new server with 4GB RAM,
dual
3GHz Xeons and hardware mirrored SATA drives. The system was clearly
faster, but after the first day, we started to see those hangs happen
again.
I cranked up the memory allocation settings for InnoDB with no effect.
I
then saw a posting which suggested that MySQL 4.0.13 had a bug where
updates
on an indexed table could lock out selects for an unreasonable amount of
time. I upgraded to 4.0.18 yesterday and everything looked good.
Today, of course, the problem resurfaced.

At this point I’m running out of ideas. Does anyone have any
suggestions as to where I should be looking?

Derek


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Message: 3
Date: Sat, 27 Mar 2004 20:37:02 -0500
From: Todd Chapman rt@chaka.net
Subject: Re: [rt-users] Allowing a ‘group’ of customers to see certain
ticketsin a queue
To: Alan Barrett apb@cequrux.com
Cc: rt-users@lists.bestpractical.com
Message-ID: 20040328013702.GI4373@chaka.net
Content-Type: text/plain; charset=us-ascii

Just create a scrip that when a ticket is created, find out what
UserDefined group the requestor belongs to and adds that
group as a Cc watcher. Then give the Cc system group the
rights you desire. Easy!

On Sat, Mar 27, 2004 at 01:28:50PM +0200, Alan Barrett wrote:

On Fri, 26 Mar 2004, Oliver Marx wrote:

User_A is user_a@company1.com
User_B is user_b@company1.com
User_C is c_user@another_company.com

User_A sends in a ticket - #1
User_C sends in a ticket - #2
User_B sends in a ticket - #3

Both User_A and User_B should be able to see ticket
#1 and ticket #3 but not ticket #2.

User_C should be able to see ticket #2, but not
tickets #1 and #3.

I also have this desire. And I do not want to use a separate queue
per customer. At present, I use the work-around described at
URL:http://marc.free.net.ph/message/20031007.091742.fa8f2674.html, but
it doesn’t work very well, requires an extra RT user with a password
that is shared between multiple users at the same customer site, and
requires tedious editing of scrips every time a new such group is added.

It would be nice if it some how would be possible to grant a
group_view_right and connect tickets to a group.

Yes, and it would be nice if it didn’t need scrips.

Imagine that it was possible to grant rights to “Users in same group as
Requestor” and “Users in same group as CC”, in much the same way as one
currently grants rights to “Requestor” and “CC”. To prevent the “Everyone”
group from being considered for such rights, each group could have a flag
saying whether or not such rights would apply to this group.

Then you’d do this:

  1. Create a group for “customer-1”, and set the “allow rights for
    users in same group” flag on this group.
  2. Add “user-a@customer-1” and “user-b@customer-1” to the “customer-1”
    group.
  3. Grant rights like See Queue, View Ticket, Update Ticket, to
    “Requestor” as usual. Also grant those rights (or perhaps only
    the view rights, not the update rights) to “Users in same group as
    Requestor”.

For efficiency, the implementation would probably have to keep a cache
of all user-pairs that have the in-same-group property.

–apb (Alan Barrett)


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Message: 4
Date: Sat, 27 Mar 2004 20:40:44 -0500
From: Todd Chapman rt@chaka.net
Subject: Re: [rt-users] to: undisclosed recipients
To: Anne Ramey anner@blast.com
Cc: rt-users@lists.bestpractical.com
Message-ID: 20040328014044.GJ4373@chaka.net
Content-Type: text/plain; charset=us-ascii

That’s in the RT configuration file.

On Fri, Mar 26, 2004 at 04:28:12PM -0500, Anne Ramey wrote:

If I just hit reply, everyone who originally was sent the request
doesn’t get the reply because the to field says undisclosed recipients.
Is there any way to have rt automatically cc: anyone cc’d on the
original mail. That is, is there anyway to make rt set the people cc:
field when the original mail is received? It’s not always practical to
do this by hand.

I’m on linux.

thanks,
Anne Ramey


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Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm


Message: 5
Date: Sat, 27 Mar 2004 21:04:00 -0600
From: “Kelly F. Hickel” kfh@mqsoftware.com
Subject: RE: [rt-users] Allowing a ‘group’ of customers to see
certainticketsin a queue
To: “Todd Chapman” rt@chaka.net, “Alan Barrett” apb@cequrux.com
Cc: rt-users@lists.bestpractical.com
Message-ID:
3C05BBBA1B54ED43B1A6827E620EF1CD0A181B@mailservermn.mqsoftware.com
Content-Type: text/plain; charset=“us-ascii”

Doesn’t that make them privileged users, which means they can see the
comments in the tickets?
Rick Ellis Richard.Ellis@Sun.COM

Rick Ellis wrote:

Is it possible to issue a list of pages or functions which have been
updated with each release to help those people who have some pages
customised or localised to roll their individual updates in with the bug
fixes or enhancements in the new versions.

This should help avoid legacy hangover issues from using older coded
pages.

tar -xzf rt-3.0.9.tar.gz
tar -xzf rt-3.0.20.tar.gz
diff -Nru rt-3.0.9 rt-3.0.10 | grep ‘+++’

[snip]

		Good luck. Ruslan.

Rick Ellis wrote:

Is it possible to issue a list of pages or functions which have been
updated with each release to help those people who have some pages
customised or localised to roll their individual updates in with the bug
fixes or enhancements in the new versions.

If you’re making a lot of site customisations, I’d highly
recommend looking at managing them with something like cvs.
That way you can just merge new vendor releases in and not
have to worry (so much) about what’s changed.
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