Re: [rt-users] A few small changes I'd like to make to our RT....
On Fri, Oct 23, 2009 at 12:36 AM, Gary Greene ggre...@minervanetworks.comwrote: On 10/22/09 3:04 PM, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: The thing here is that the interface is presenting far too much information for my users (both admin and self service UIs), thus why I'm trying to I'd recommend just getting used to it. If I had to just get used to it as you put it, we'd never move over to using RT. The corporate culture here is very non-forgiving of IT if we don't give them exactly what they want. Thankfully, I've managed to do everything I want with only a couple of small items left on my plate for testing with more users here. Bestpractical has consultants that can help you streamline your RT installation to your users' wishes: http://bestpractical.com/services/development.html I mean, it's open source, but it does not have to cost zero, does it? Other solutions cost a lot and you don't even get the chance to change the functionality. That is the typical solution for other software solution in environments like yours anyway, I am surprised I even have to point it to you :-) -- Natxo ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT-IR IP lookup slow
Hello! We have RT with ca 50 000 tickets in it, which, I think, has been running since 3.2 and upgraded lately to 3.8.5. After that I added RT- IR to it and everything seems to be fine except the Lookup IP query. First of all it takes ages. MySQL slow log reports query_time in order of 500 to 800 seconds and rows examined 3 to 4 millions. And after I wait through it I get irrelevant data - Incident Reports and Incidents, which do not have this IP nowhere in them. Before I upgraded the RT and installed RTIR to it, I copied the whole database for testing (that means all the same content in it except newer tickets) and played around with RTIR a bit. I did not notice the slowness in the test database and IIRC the virgin production RTIR was fast also. But search results were irrelevant in test too (though at the time I hoped it was my testing that messed things up). And lookup in the production DB seems to grow slower with every Incident Report added. Can somebody take a look at this query (taken from slow log) if this seems correct and why does RT join ObjectCustomFieldValues to itself 4 times and perform WHERE lookup on different fields in all of them. Below are the query and it's explain from phpMyAdmin. Best, Laas SELECT DISTINCT main.* FROM Tickets main JOIN ObjectCustomFieldValues ObjectCustomFieldValues_3 ON ( ObjectCustomFieldValues_3.CustomField = '14' ) AND ( ObjectCustomFieldValues_3.Disabled = '0' ) AND ( ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_3.ObjectId = main.id ) JOIN ObjectCustomFieldValues ObjectCustomFieldValues_4 ON ( ObjectCustomFieldValues_4.Disabled = '0' ) AND ( ObjectCustomFieldValues_4.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_4.CustomField = '14' ) AND ( ObjectCustomFieldValues_4.ObjectId = main.id ) JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 ON ( ObjectCustomFieldValues_1.CustomField = '14' ) AND ( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_1.Disabled = '0' ) AND ( ObjectCustomFieldValues_1.ObjectId = main.id ) JOIN Transactions Transactions_5 ON ( Transactions_5.ObjectId = main.id ) JOIN ObjectCustomFieldValues ObjectCustomFieldValues_2 ON ( ObjectCustomFieldValues_2.Disabled = '0' ) AND ( ObjectCustomFieldValues_2.ObjectId = main.id ) AND ( ObjectCustomFieldValues_2.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_2.CustomField = '14' ) WHERE (main.Status != 'deleted') AND (Transactions_5.ObjectType = 'RT::Ticket') AND ( ( ( ( ( ( ObjectCustomFieldValues_1.Content = '193.040.010.218' OR ( ( ObjectCustomFieldValues_1.Content = '' OR ObjectCustomFieldValues_1.Content IS NULL ) AND ObjectCustomFieldValues_1.LargeContent = '193.040.010.218' ) ) ) ) AND ( ( ( ObjectCustomFieldValues_2.LargeContent = '193.040.010.218' ) ) ) AND ( ( ( ObjectCustomFieldValues_3.Content = '000.000.000.000' OR ( ( ObjectCustomFieldValues_3.Content = '' OR ObjectCustomFieldValues_3.Content IS NULL ) AND ObjectCustomFieldValues_3.LargeContent = '000.000.000.000' ) ) ) ) AND ( ( ( ObjectCustomFieldValues_4.LargeContent = '255.255.255.255' ) ) ) ) ) AND ( Transactions_5.Created '2009-08-08 10:56:21' ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) id select_type table typepossible_keys key key_len ref rowsExtra 1 SIMPLE ObjectCustomFieldValues_1 ref TicketCustomFieldValues1,TicketCustomFieldValues2,... ObjectCustomFieldValues3 263 const,const,const 3832 Using where; Using temporary 1 SIMPLE ObjectCustomFieldValues_3 ref TicketCustomFieldValues1,TicketCustomFieldValues2,... TicketCustomFieldValues1 8 const,rt3.ObjectCustomFieldValues_1.ObjectId 1 Using where 1 SIMPLE ObjectCustomFieldValues_4 ref TicketCustomFieldValues1,TicketCustomFieldValues2,... TicketCustomFieldValues1 8 const,rt3.ObjectCustomFieldValues_1.ObjectId 1 Using where 1 SIMPLE ObjectCustomFieldValues_2 ref TicketCustomFieldValues1,TicketCustomFieldValues2,... TicketCustomFieldValues1 8 const,rt3.ObjectCustomFieldValues_1.ObjectId 1 Using where 1 SIMPLE main eq_ref PRIMARY,Tickets3,Tickets4,Tickets5,Tickets6 PRIMARY 4 rt3.ObjectCustomFieldValues_2.ObjectId 1 Using where 1 SIMPLE Transactions_5 ref Transactions1 Transactions1 70 const,rt3.ObjectCustomFieldValues_1.ObjectId 1 Using where; Distinct ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] 3.8.x serious security issue with mixing sessions
I have a very serious security problem with 3.8 installation (3.8.6 currently). Logged User sessions are being mixed up. One logged user is becoming another logged user as seen by rt. It happens in different moments. For example I'm user A and after clicking to view some ticket I become user B. Or I'm logged in into user A but suddently I get monit about need to log in and after loging in with user A data I'm becoming user C (in this case Successful login for .. isn't logged into logs). Tried using default settings (session keept in mysql) but also Apache::Session::File. Problem happens in both cases. I'm using mod_perl to run rt. Happens with different browsers, firefox, opera. Any ideas on how to debug it? perl packages are in fresh versions: apache-mod_perl-2.0.4-3.i686 openssl-tools-perl-0.9.8k-2.i686 perl-AI-DecisionTree-0.08-2.i686 perl-AnyData-0.10-4.noarch perl-Apache-DBI-1.06-1.noarch perl-Apache-Scoreboard-2.08-7.i686 perl-Apache-Session-1.88-1.noarch perl-Apache-Session-Wrapper-0.33-1.noarch perl-Apache-VMonitor-2.06-1.noarch perl-AppConfig-1.66-1.noarch perl-Authen-SASL-2.13-1.noarch perl-base-5.10.1-2.i686 perl-Bit-Vector-7.1-1.i686 perl-BSD-Resource-1.2901-2.i686 perl-Cache-DB_File-0.2-7.noarch perl-Cache-Simple-TimedExpiry-0.27-1.noarch perl-Calendar-Simple-1.19-1.noarch perl-Carp-Assert-0.20-2.noarch perl-Carp-Assert-More-1.12-3.noarch perl-Carp-Clan-6.00-1.noarch perl-CGI-3.48-1.noarch perl-CGI-LogCarp-1.12-10.noarch perl-CGI-SpeedyCGI-2.22-15.i686 perl-Chart-PNGgraph-1.21-7.noarch perl-Class-Accessor-0.34-1.noarch perl-Class-Accessor-Chained-0.01-2.noarch perl-Class-Container-0.12-2.noarch perl-Class-Data-Inheritable-0.08-1.noarch perl-Class-Inspector-1.24-1.noarch perl-Class-MakeMethods-1.01-2.noarch perl-Class-MethodMaker-2.11-2.i686 perl-Class-MixinFactory-0.92-2.noarch perl-Class-ReturnValue-0.55-1.noarch perl-Class-Singleton-1.4-1.noarch perl-Clone-0.31-1.i686 perl-Config-Tiny-2.12-2.noarch perl-Convert-ASN1-0.21-2.noarch perl-Convert-Recode-1.04-2.noarch perl-CSS-Squish-0.07-1.noarch perl-Curses-1.26-2.i686 perl-Curses-Forms-1.997-1.noarch perl-Curses-Widgets-1.997-5.noarch perl-Data-Flow-0.09-3.noarch perl-Data-ICal-0.13-5.noarch perl-Data-Library-0.1-1.noarch perl-Date-Calc-6.0-1.i686 perl-DateTime-0.50-1.i686 perl-DateTime-Event-ICal-0.09-2.noarch perl-DateTime-Event-Recurrence-0.16-4.noarch perl-DateTime-Format-ICal-0.09-1.noarch perl-DateTime-Format-Mail-0.3001-1.noarch perl-DateTime-Format-Strptime-1.0701-1.noarch perl-DateTime-Format-W3CDTF-0.04-1.noarch perl-DateTime-Locale-0.44-1.noarch perl-DateTime-Set-0.25-3.noarch perl-DateTime-TimeZone-0.72-1.noarch perl-DBD-AnyData-0.09-1.noarch perl-DBD-Chart-0.82-2.noarch perl-DBD-CSV-0.22-3.noarch perl-DBD-LDAP-0.10-1.i686 perl-DBD-mysql-4.013-1.i686 perl-DBD-ODBC-1.23-1.i686 perl-DBD-Pg-2.15.1-3.i686 perl-DBD-SQLite-1.25-1.i686 perl-DBD-Sybase-1.09-2.i686 perl-DBD-XBase-0.241-3.noarch perl-DB_File-1.820-2.i686 perl-DBI-1.608-1.i686 perl-DBI-ProfileDumper-Apache-1.608-1.i686 perl-DBIx-Abstract-1.006-2.noarch perl-DBIx-AbstractLite-0.02-5.noarch perl-DBIx-AnyDBD-2.01-4.noarch perl-DBIx-BLOB-Handle-0.2-6.noarch perl-DBIx-CGI-0.06-9.noarch perl-DBIx-ContextualFetch-1.03-2.noarch perl-DBIx-Copy-0.02-5.noarch perl-DBIx-Cursor-0.14-4.noarch perl-DBIx-DataLookup-0.03-5.noarch perl-DBIx-DataSource-0.02-5.noarch perl-DBIx-DBSchema-0.36-1.noarch perl-DBIx-Easy-1.40-2.noarch perl-DBIx-FetchLoop-0.41-1.noarch perl-DBIx-HTMLView-0.9-7.noarch perl-DBIx-Librarian-0.6-2.noarch perl-DBIx-Recordset-0.26-2.noarch perl-DBIx-SearchBuilder-1.56-1.noarch perl-DBIx-SQLEngine-0.93-3.noarch perl-DBIx-Table-0.04-5.noarch perl-DBIx-TableHash-1.04-4.noarch perl-DBIx-TextIndex-0.27-2.i686 perl-DBIx-XML_RDB-0.05-8.noarch perl-devel-5.10.1-2.i686 perl-Devel-StackTrace-1.22-1.noarch perl-Devel-Symdump-2.0602-2.noarch perl-Digest-HMAC-1.01-12.noarch
[rt-users] Searching on CF's not working with RT3.8.6
We have just upgraded from 3.8.2 to 3.8.6 and everything has been fine,
but we have ran into our first problem; when searching on custom fields
it's ignoring the CF and returning all results.
This is one of the searches we are trying:
Queue = 'Client Support' AND Subject LIKE 'schedule' AND 'CF.{Client}'
LIKE 'ClientName' AND 'CF.{Client category}' LIKE 'Core Client'
Have also tried similar searches without the category. It just returns
all results from the Client support queue with schedule in the subject.
I have just gone through the UPGRADE docs again, and I'm not seeing any
steps I could have missed, so what's happened?
Thanks,
Alex
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Re: [rt-users] RT-Users Digest, Vol 67, Issue 53
Hi, We have RT 3.6.6 running which for some unknown reason has stopped sending replies via email. Auto responders are working but replies are added (and can be viewed via RT) but not emailed out. We're not aware of any configuration change that may have caused this. Does anyone have any idea on where to start to debug this issue? any help much appreciated. Martyn ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] incoming mail lost after possible httpd crash
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi, today we almost lost an incoming e-mail that was processed by rt-mailgate but never appeared in RT as a ticket. The only thing I can see in the web server logs around the time of the event is the following line: [Fri Oct 23 08:41:31 2009] [notice] child pid 21284 exit signal Segmentation fault (11) So it looks like the Apache process crashed, and the ticket was never created. We only noticed because we copy all mail to another mailbox for manual inspection. Now my questions: * How can I avoid future web server crashes, or at least get better diagnostics when it happens? * Can rt-mailgate be configured not to drop the mail on the floor if the reception fails? I would like the mail delivery to be retried by the mail system. System details: RT 3.8.5 installed from the Debian package (request- tracker3.8 3.8.5-1), Debian amd64, 4 GB RAM, Apache 2.2.9-10+lenny4 with prefork mpm and mod-perl2 2.0.4. Cheers, Marcus -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.10 (GNU/Linux) iEYEARECAAYFAkrhpywACgkQXjXn6TzcAQmGYQCfXRWvQXnU57FrIH3OYVSN5ll0 KN0AoPl73tg1pmlww8dhnOgudQ6a2t/j =o5Zs -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT::Date used date::parse to make 1970-01-01
I am finding a lot of those entries in my log: Oct 23 11:40:58 tickets fetchmail[18602]: awakened at Fri 23 Oct 2009 11:40:58 AM EDT Oct 23 11:40:58 tickets fetchmail[18602]: sleeping at Fri 23 Oct 2009 11:40:58 AM EDT for 90 seconds Oct 23 11:41:49 tickets RT: RT::Date used date::parse to make 1970-01-01 18000 Oct 23 11:42:29 tickets fetchmail[18602]: awakened at Fri 23 Oct 2009 11:42:29 AM EDT Oct 23 11:42:29 tickets fetchmail[18602]: sleeping at Fri 23 Oct 2009 11:42:29 AM EDT for 90 seconds Oct 23 11:42:51 tickets RT: RT::Date used date::parse to make 1970-01-01 18000 Oct 23 11:43:30 tickets RT: RT::Date used date::parse to make 1970-01-01 18000 Oct 23 11:43:59 tickets fetchmail[18602]: awakened at Fri 23 Oct 2009 11:43:59 AM EDT What are they trying to tell me? That I forgot to setup something? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT::Date used date::parse to make 1970-01-01
On Fri, Oct 23, 2009 at 12:17:51PM -0400, Mauricio Tavares wrote: I am finding a lot of those entries in my log: Oct 23 11:41:49 tickets RT: RT::Date used date::parse to make 1970-01-01 18000 Can you tell me what version of RT you're running? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Searching on CF's not working with RT3.8.6
On Fri, Oct 23, 2009 at 10:47:02AM +0100, Alex Young wrote:
We have just upgraded from 3.8.2 to 3.8.6 and everything has been fine,
but we have ran into our first problem; when searching on custom fields
it's ignoring the CF and returning all results.
This is one of the searches we are trying:
Queue = 'Client Support' AND Subject LIKE 'schedule' AND 'CF.{Client}'
LIKE 'ClientName' AND 'CF.{Client category}' LIKE 'Core Client'
Can you turn on database logging and capture the SQL RT is generating?
(In an ideal world, you could also bring up a copy of your old 3.8.2
instance and do the same thing, but I understand how hard that is)
-j
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Re: [rt-users] Searching on CF's not working with RT3.8.6
We have just upgraded from 3.8.2 to 3.8.6 and everything has been fine, but we have ran into our first problem; when searching on custom fields it’s ignoring the CF and returning all results. Works for me, although I've not run the upgrade scripts yet since I have a 3.8.6 running concurrently with 3.8.1 for testing. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 3.8.x serious security issue with mixing sessions
On Fri, Oct 23, 2009 at 11:24:01AM +0200, Arkadiusz Miskiewicz wrote: I have a very serious security problem with 3.8 installation (3.8.6 currently). Logged User sessions are being mixed up. One logged user is becoming another logged user as seen by rt. It happens in different moments. For example I'm user A and after clicking to view some ticket I become user B. Or I'm logged in into user A but suddently I get monit about need to log in and after loging in with user A data I'm becoming user C (in this case Successful login for .. isn't logged into logs). Tried using default settings (session keept in mysql) but also Apache::Session::File. Problem happens in both cases. I'm using mod_perl to run rt. I don't think I've ever seen this wtih RT, but I have seen it with other applications - the cause is _usually_ an HTTP proxy that's caching RT's pages. Do you have any sort of HTTP proxy between your browsers and your server? -jesse ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT-IR IP lookup slow
On Fri, Oct 23, 2009 at 12:00:05PM +0300, Laas Toom wrote: Hello! We have RT with ca 50 000 tickets in it, which, I think, has been running since 3.2 and upgraded lately to 3.8.5. After that I added RT- IR to it and everything seems to be fine except the Lookup IP query. First of all it takes ages. MySQL slow log reports query_time in order of 500 to 800 seconds and rows examined 3 to 4 millions. What sorts of tuning have you done to mysql to date? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Fun with CF order (3.8)
On Thu, Oct 22, 2009 at 12:57, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: On Thu, Oct 22, 2009 at 12:46, Ruslan Zakirov ruslan.zaki...@gmail.com wrote: I believe there is a fix either in recent RT or DBIx::SB. Heavily depends on DB, RT and DBIx::SB versions combination, tricky SQL. I'm running the latest SearchBuilder (1.56), a somewhat stale RT (3.8.1, will upgrade to 3.8.6 after it's been out awhile) and unfortunately my distribution's older MySQL (4.1.22)... Problem persists in 3.8.6; updated codebase, have not yet upgraded db. I'm not sure I understand how it's configuration dependent though, when the UI provides a mechanism for explicitly dictating the order of custom fields. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CPAN's RT::Crypt::SMIME installation fails
On Wed, Oct 21, 2009 at 07:08:12PM -0700, Behzad Mahini wrote: I have been forced to do a manual installation of RT::Crypt::SMIME (as For RT extensions, you're always going to have to do them manually Results of Manual installation: 1) Makefile.PL sudo ./RUN_rt_crypt_smime.sh Cannot determine perl version info from lib/RT/Crypt/SMIME.pm Using RT configuration from /ngs/app/rt/oppresso/rt-3.8.4/lib/RT.pm: ./etc = /ngs/app/rt/oppresso/rt-3.8.4/local/plugins/RT-Crypt-SMIME/etc ./html= /ngs/app/rt/oppresso/rt-3.8.4/local/plugins/RT-Crypt-SMIME/ html ./lib = /ngs/app/rt/oppresso/rt-3.8.4/local/plugins/RT-Crypt-SMIME/lib For first-time installation, type 'make initdb'. Writing Makefile for RT::Crypt::SMIME 2)make step sudo make Skip blib/lib/RT/Crypt/sign_and_encrypt.pl (unchanged) Skip blib/lib/RT/Crypt/SMIME.pm (unchanged) Skip blib/lib/RT/Interface/Email/Auth/SMIME.pm (unchanged) Skip blib/lib/RT/Interface/Email/Auth/StrictSMIME.pm (unchanged) Manifying blib/man3/RT::Interface::Email::Auth::StrictSMIME.3pm Manifying blib/man3/RT::Interface::Email::Auth::SMIME.3pm Manifying blib/man3/RT::Crypt::SMIME.3pm 3) make test step --- The test suite for RT::Crypt::SMIME is realy intended for a development environment. It's unfortunate, but I wouldn't expect it to work on your live RT instance. As a heads up, we last qualified it for a customer on 3.6. I don't know for sure that it works on 3.8. We could certainly bring it up to date (or take a patch) Best, Jesse -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT-IR IP lookup slow
Laas, This SQL is too heavy and incorrect, RT 3.8.6 has a fix. On Fri, Oct 23, 2009 at 1:00 PM, Laas Toom laas.t...@eenet.ee wrote: Hello! We have RT with ca 50 000 tickets in it, which, I think, has been running since 3.2 and upgraded lately to 3.8.5. After that I added RT-IR to it and everything seems to be fine except the Lookup IP query. First of all it takes ages. MySQL slow log reports query_time in order of 500 to 800 seconds and rows examined 3 to 4 millions. And after I wait through it I get irrelevant data - Incident Reports and Incidents, which do not have this IP nowhere in them. Before I upgraded the RT and installed RTIR to it, I copied the whole database for testing (that means all the same content in it except newer tickets) and played around with RTIR a bit. I did not notice the slowness in the test database and IIRC the virgin production RTIR was fast also. But search results were irrelevant in test too (though at the time I hoped it was my testing that messed things up). And lookup in the production DB seems to grow slower with every Incident Report added. Can somebody take a look at this query (taken from slow log) if this seems correct and why does RT join ObjectCustomFieldValues to itself 4 times and perform WHERE lookup on different fields in all of them. Below are the query and it's explain from phpMyAdmin. Best, Laas SELECT DISTINCT main.* FROM Tickets main JOIN ObjectCustomFieldValues ObjectCustomFieldValues_3 ON ( ObjectCustomFieldValues_3.CustomField = '14' ) AND ( ObjectCustomFieldValues_3.Disabled = '0' ) AND ( ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_3.ObjectId = main.id ) JOIN ObjectCustomFieldValues ObjectCustomFieldValues_4 ON ( ObjectCustomFieldValues_4.Disabled = '0' ) AND ( ObjectCustomFieldValues_4.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_4.CustomField = '14' ) AND ( ObjectCustomFieldValues_4.ObjectId = main.id ) JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 ON ( ObjectCustomFieldValues_1.CustomField = '14' ) AND ( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_1.Disabled = '0' ) AND ( ObjectCustomFieldValues_1.ObjectId = main.id ) JOIN Transactions Transactions_5 ON ( Transactions_5.ObjectId = main.id ) JOIN ObjectCustomFieldValues ObjectCustomFieldValues_2 ON ( ObjectCustomFieldValues_2.Disabled = '0' ) AND ( ObjectCustomFieldValues_2.ObjectId = main.id ) AND ( ObjectCustomFieldValues_2.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_2.CustomField = '14' ) WHERE (main.Status != 'deleted') AND (Transactions_5.ObjectType = 'RT::Ticket') AND ( ( ( ( ( ( ObjectCustomFieldValues_1.Content = '193.040.010.218' OR ( ( ObjectCustomFieldValues_1.Content = '' OR ObjectCustomFieldValues_1.Content IS NULL ) AND ObjectCustomFieldValues_1.LargeContent = '193.040.010.218' ) ) ) ) AND ( ( ( ObjectCustomFieldValues_2.LargeContent = '193.040.010.218' ) ) ) AND ( ( ( ObjectCustomFieldValues_3.Content = '000.000.000.000' OR ( ( ObjectCustomFieldValues_3.Content = '' OR ObjectCustomFieldValues_3.Content IS NULL ) AND ObjectCustomFieldValues_3.LargeContent = '000.000.000.000' ) ) ) ) AND ( ( ( ObjectCustomFieldValues_4.LargeContent = '255.255.255.255' ) ) ) ) ) AND ( Transactions_5.Created '2009-08-08 10:56:21' ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) idselect_typetabletypepossible_keyskeykey_lenrefrowsExtra1SIMPLE ObjectCustomFieldValues_1ref TicketCustomFieldValues1,TicketCustomFieldValues2,... ObjectCustomFieldValues3263const,const,const3832Using where; Using temporary1SIMPLEObjectCustomFieldValues_3ref TicketCustomFieldValues1,TicketCustomFieldValues2,... TicketCustomFieldValues18const,rt3.ObjectCustomFieldValues_1.ObjectId1Using where1SIMPLEObjectCustomFieldValues_4ref TicketCustomFieldValues1,TicketCustomFieldValues2,... TicketCustomFieldValues18const,rt3.ObjectCustomFieldValues_1.ObjectId1Using where1SIMPLEObjectCustomFieldValues_2ref TicketCustomFieldValues1,TicketCustomFieldValues2,... TicketCustomFieldValues18const,rt3.ObjectCustomFieldValues_1.ObjectId1Using where1SIMPLEmaineq_refPRIMARY,Tickets3,Tickets4,Tickets5,Tickets6PRIMARY4 rt3.ObjectCustomFieldValues_2.ObjectId1Using where1SIMPLETransactions_5ref Transactions1Transactions170const,rt3.ObjectCustomFieldValues_1.ObjectId1Using where; Distinct ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com
Re: [rt-users] 3.8.x serious security issue with mixing sessions
On Friday 23 of October 2009, Jesse Vincent wrote: On Fri, Oct 23, 2009 at 11:24:01AM +0200, Arkadiusz Miskiewicz wrote: I have a very serious security problem with 3.8 installation (3.8.6 currently). Logged User sessions are being mixed up. One logged user is becoming another logged user as seen by rt. It happens in different moments. For example I'm user A and after clicking to view some ticket I become user B. Or I'm logged in into user A but suddently I get monit about need to log in and after loging in with user A data I'm becoming user C (in this case Successful login for .. isn't logged into logs). Tried using default settings (session keept in mysql) but also Apache::Session::File. Problem happens in both cases. I'm using mod_perl to run rt. I don't think I've ever seen this wtih RT, but I have seen it with other applications - the cause is _usually_ an HTTP proxy that's caching RT's pages. Do you have any sort of HTTP proxy between your browsers and your server? No proxy. Also rt is served over https. The session is really changing user because when trying to do something that user A has access to I get permission denied due to B/C not having that access. Something else is going on. -jesse -- Arkadiusz MiśkiewiczPLD/Linux Team arekm / maven.plhttp://ftp.pld-linux.org/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] incoming mail lost after possible httpd crash
today we almost lost an incoming e-mail that was processed by rt-mailgate but never appeared in RT as a ticket. The only thing I can see in the web server logs around the time of the event is the following line: [Fri Oct 23 08:41:31 2009] [notice] child pid 21284 exit signal Segmentation fault (11) So it looks like the Apache process crashed, and the ticket was never created. We only noticed because we copy all mail to another mailbox for manual inspection. Now my questions: * How can I avoid future web server crashes, or at least get better diagnostics when it happens? That's a segfault inside apache. Dealing with apache segfaults is...not really RT specific. One option here is to switch to fastcgi. If RT is making Perl crash, that's much more our problem and much easier for us to track down and fix. * Can rt-mailgate be configured not to drop the mail on the floor if the reception fails? I would like the mail delivery to be retried by the mail system. ..it should already be doing this. rt-mailgate only tells your MTA that it has dealt successfully with a message after the server comes back and says that it's written the message into the database. Otherwise, it will tell the MTA tempfail and the MTA will try again. System details: RT 3.8.5 installed from the Debian package (request- tracker3.8 3.8.5-1), Debian amd64, 4 GB RAM, Apache 2.2.9-10+lenny4 with prefork mpm and mod-perl2 2.0.4. Best, Jesse ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 3.8.x serious security issue with mixing sessions
No proxy. Also rt is served over https. The session is really changing user because when trying to do something that user A has access to I get permission denied due to B/C not having that access. Something else is going on. * Can you capture the cookies on User A, User B, and User C's systems for each HTTP hit to see if 1) they change and 2) they are the same? A tool like the firefox developer toolbar is an easy way to do this. * Did this also happen with 3.8.5? There's a change to session handling in 3.8.6. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 3.8.x serious security issue with mixing sessions
On Friday 23 of October 2009, Jesse Vincent wrote: No proxy. Also rt is served over https. The session is really changing user because when trying to do something that user A has access to I get permission denied due to B/C not having that access. Something else is going on. * Can you capture the cookies on User A, User B, and User C's systems for each HTTP hit to see if 1) they change and 2) they are the same? A tool like the firefox developer toolbar is an easy way to do this. That will be hard to do but will try to get some info (in reality it happens here for different users which I don't control but it also happened for me and my coworker). * Did this also happen with 3.8.5? I had this in 3.6.6, whatever was current in march 2008, april 2008 (looking at irc logs on when I tried to get some help at #rt), 3.8.2 and now 3.8.6. Maybe other too, don't remember versions. Note that the issue was gone for some time (3.8.5 for sure, 3.8.4, too afaik) but it's back after I upgraded to 3.8.6. I also upgraded system, so some perl* packages were updated, too. Now why it was gone for some time it's unknown thing. There's a change to session handling in 3.8.6. Which git commit is that? -- Arkadiusz MiśkiewiczPLD/Linux Team arekm / maven.plhttp://ftp.pld-linux.org/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 3.8.x serious security issue with mixing sessions
A tool like the firefox developer toolbar is an easy way to do this. HTTPFox might be a good solution too. You can simply tell it to start tracking as you use RT, and stop it once you encounter the problem. Examine the results, debug, and or sanitize and share. Everyone experiencing the problem doesn't have to install the add-on, just someone who has the issue. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 3.8.x serious security issue with mixing sessions
Arkadiusz Miskiewicz wrote: I have a very serious security problem with 3.8 installation (3.8.6 currently). Logged User sessions are being mixed up. One logged user is becoming another logged user as seen by rt. It happens in different moments. Are you using HTTP authentication or RT's built-in login page? If the former, it's likely a leaky apache process, squid or auth_cache problem (not RT); if the latter, then most likely a caching issue or possibly RT bug. -- Matthew Keller Information Security Officer Computing Technology Services State University of New York @ Potsdam Potsdam, NY, USA ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 3.8.x serious security issue with mixing sessions
I had this in 3.6.6, whatever was current in march 2008, april 2008 (looking at irc logs on when I tried to get some help at #rt), 3.8.2 and now 3.8.6. Maybe other too, don't remember versions. Note that the issue was gone for some time (3.8.5 for sure, 3.8.4, too afaik) but it's back after I upgraded to 3.8.6. I also upgraded system, so some perl* packages were updated, too. Now why it was gone for some time it's unknown thing. There's a change to session handling in 3.8.6. Which git commit is that? Far more than a single commit. We significantly overhauled all the logic that used to be in the autohandler. But, if this is something you've seen before and not a new issue, I'd not point the finger at the refactoring just yet. Once you are logged in and see RT's home screen, does _your_ session change as you refresh and become someone else? How many RT instances do you have in this one apache? Which of the apache multiprocess models are you using? Maybe there's something weird going on with multithreading... If you switch to fastcgi does this go away? Are you using apache authentication with RT? Can you send the contents of the Configuration-Global-Tools-System Configuration page? Have you made any local changes? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CPAN's RT::Crypt::SMIME installation fails
The test suite for RT::Crypt::SMIME is realy intended for a development environment. It's unfortunate, but I wouldn't expect it to work on your live RT instance. So, if I do a force install and ignore the failing tests, I should not have any worries about this module performing its functions properly (i.e., signing, encrypting/decrypting emails encapsulated in MIME, etc.)? As a heads up, we last qualified it for a customer on 3.6. I don't know for sure that it works on 3.8. We could certainly bring it up to date (or take a patch) I would truly appreciate it if you would be able to update this module to work with RT 3.8, as we were hoping to use SMIME features of RT. Incidentally, if this upgrade is not feasible, what do you suggest as an alternative? Thanks Regards, Behzad Best, Jesse -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CPAN's RT::Crypt::SMIME installation fails
On Fri, Oct 23, 2009 at 11:09:57AM -0700, Behzad Mahini wrote: The test suite for RT::Crypt::SMIME is realy intended for a development environment. It's unfortunate, but I wouldn't expect it to work on your live RT instance. So, if I do a force install and ignore the failing tests, I should not have any worries about this module performing its functions properly (i.e., signing, encrypting/decrypting emails encapsulated in MIME, etc.)? Absent the caveats I mentioned in my previous message about having not tested it at all on 3.8 and not knowing if it works, nope. As a heads up, we last qualified it for a customer on 3.6. I don't know for sure that it works on 3.8. We could certainly bring it up to date (or take a patch) I would truly appreciate it if you would be able to update this module to work with RT 3.8, as we were hoping to use SMIME features of RT. Sure. Shoot sa...@bestpractical.com a note and I'll make sure that we get an estimate of the work's cost to you out to you ASAP. Incidentally, if this upgrade is not feasible, what do you suggest as an alternative? The native PGP support in 3.8 might be an option. Best, Jesse ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT : Apache Resource Usage
On Thu, Oct 22, 2009 at 10:45:20AM +0530, Varun wrote: Hello All I have RT 3.6.3 with fast cgi implemented and apache 2.0 with 8GB of physical RAM. My problem is that after every 3 days my physical ram gets fully utilized and apache starts using swap memory. So my machine gets on its knees. I have no other application running on my machine where I have apache installed and no other process is using memory when I see in top command its just my 30 fastcgi processes takes significant amount of RAM i.e nearly 98% and I cant cut this 30 process to low level as by doing this, performance will degrade on concurrent request of RT users. Can any one suggest me how I can get best of both the worlds i.e giving good performance plus limiting memory consumption also. I have RHEL 4 and its kernel version is 2.6.9-42 We've certainly done a fair bit of work on memory utilization in more recent versions of RT. I know that recent 3.8 releases include fixes for a number of memory leaks we've managed to track down. 30 concurrent FastCGI processes suggests that you need to be able to handle 30 people making requests of RT at exactly the same instant. If that's true, you'll definitely want to come up to a more recent RT as there are a fair number of performance improvements in addition to memory efficiency improvements. Best, Jesse ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT::Date used date::parse to make 1970-01-01
Jesse Vincent wrote: On Fri, Oct 23, 2009 at 12:17:51PM -0400, Mauricio Tavares wrote: I am finding a lot of those entries in my log: Oct 23 11:41:49 tickets RT: RT::Date used date::parse to make 1970-01-01 18000 Can you tell me what version of RT you're running? Unfortunately still 3.6.7 (waiting on ubuntu 9.10 so I can do 3.8). ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT::Date used date::parse to make 1970-01-01
On Fri, Oct 23, 2009 at 02:57:28PM -0400, Mauricio Tavares wrote: Jesse Vincent wrote: On Fri, Oct 23, 2009 at 12:17:51PM -0400, Mauricio Tavares wrote: I am finding a lot of those entries in my log: Oct 23 11:41:49 tickets RT: RT::Date used date::parse to make 1970-01-01 18000 Can you tell me what version of RT you're running? Ah yes, change your LogToSyslog up from 'debug' to 'error' or so. Best, Jesse Unfortunately still 3.6.7 (waiting on ubuntu 9.10 so I can do 3.8). ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CustomField sort order with Global CustomFields
We recently updated from RT 3.6.4 to RT 3.8.1. Our users have noticed
that the order of CustomFields has changed on the Basics page. Prior to
upgrading, Global CustomFields were listed first with queue specific
ones listed next. It seems to be reversed now, with all the queue
specific fields being listed first and global CustomFields being listed
at the end.
Everything sorts correctly inside of its own list (ie, queue specific
fields sort correctly amongst themselves). I didn't see this after
searching the archive and I'm lost as to where to start looking for a
solution.
I just noticed the somewhat illogical placement myself*, it's specified
in RT::CustomFields_Overlay::LimitToGlobalOrObjectId. Change the order
$self-OrderByCols(
{ ALIAS = $self-_OCFAlias, FIELD = 'ObjectId', ORDER = 'DESC' },
{ ALIAS = $self-_OCFAlias, FIELD = 'SortOrder' },
);
to
$self-OrderByCols(
{ ALIAS = $self-_OCFAlias, FIELD = 'ObjectId', ORDER = 'ASC' },
{ ALIAS = $self-_OCFAlias, FIELD = 'SortOrder' },
);
in an overlay.
While there, you might simplify the body to remove the unnecessary $global_only
sub LimitToGlobalOrObjectId {
my $self = shift;
foreach my $id (@_ ? @_ : 0 ) {
$self-Limit( ALIAS = $self-_OCFAlias,
FIELD = 'ObjectId',
OPERATOR= '=',
VALUE = $id || 0,
ENTRYAGGREGATOR = 'OR' );
}
* After all, globals come first on the Queue Ticket Custom Fields page.
--
Cambridge Energy Alliance: Save money. Save the planet.
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Re: [rt-users] CustomField sort order with Global CustomFields
While there, you might simplify the body to remove the unnecessary
$global_only
Sorry, should have stuck with my original there:
my $self = shift;
$self-Limit( ALIAS = $self-_OCFAlias,
FIELD = 'ObjectId',
OPERATOR= '=',
VALUE = 0,
ENTRYAGGREGATOR = 'OR' );
foreach my $id (@_) {
$self-Limit( ALIAS = $self-_OCFAlias,
FIELD = 'ObjectId',
OPERATOR= '=',
VALUE = $id,
ENTRYAGGREGATOR = 'OR' );
}
--
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