OK, I was able to get my new RT system to quit timing out on create ticket by re-indexing the DB. I still am struggling with the RTFM problem, i have checked and the Article Text custom field exists in FM_CustomField, in RT the right to view article text is enabled for everyone, yet when you click on an article, it still is not showing article text. Any ideas, anyone?
Rezty Felty Hallmark Digital - Infrastructure 816.559.1196 MSN [email protected] YIM HiRez_L AIM HiRezL ICQ 1932818 Skype Rezty.Felty Googletalk [email protected] From: Rezty Felty <[email protected]> To: [email protected] Date: 08/17/2011 13:34 Subject: [rt-users] Where is my error? Sent by: [email protected] I have a production RT 3.8.0 instance running on a local Solaris server. I have been tasked with migrating it to a remote vmware RHEL Linux instance and upgrading to RT 3.8.8 at the same time. So I installed RT3.8.8 on the new server, and then did a MySQL dump of the db from the existing server, and moved it over and imported it to the new server, for my test instance for the migration. At first, RTFM did not work, (it would show RTFM, and article titles, but if you clicked on one, no article body), there were permission errors, I had a few problems. I engaged RT support for 4 hours of paid support, and we worked through all of those issues, and i documented all the steps we took. Then RT on the new server was working right and we scheduled a Saturday midnight cutover , the plan was to take another dump after shutting down the existing prod RT instance, copy it over, do the DB transforms for the upgrade, and all should be well. I did that, and RTFM would not show article bodies again, screens timed out opening new tickets, the server could not find cgi-bin, even though it was exactly in the location the error logs said it was looking. Here are the commands I ran, see if you can spot a step I missed, because I have to reschedule this and try again: 752 mv /data01/home/rfelty2/rt3_backup-20110813.sql.gz /data02/rt3/ 753 cd /data02/rt3/ 754 gunzip rt3_backup-20110813.sql.gz 755 mysql -h localhost -u root -p*PW-Redacted* rt3 < rt3_backup-20110813.sql 757 vi /etc/my.cnf 758 service mysqld restart 759 mysql -h localhost -u root -p*PW-Redacted* rt3 < rt3_backup-20110813.sql 760 cd /data02/rt3 761 mysql -h localhost -u root -p*PW-Redacted* rt3 < rt3_backup-20110813.sql 762 /data02/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade 763 /data02/rt3/sbin/rt-setup-database --dba root -p*PW-Redacted* --action upgrade 764 /data02/rt3/sbin/rt-setup-database --action schema --datadir etc --dba admin --prompt-for-dba-password 765 /data02/rt3/sbin/rt-setup-database --action schema --datadir etc --dba root --prompt-for-dba-password 766 /data02/rt3/sbin/rt-setup-database --action acl --datadir etc/upgrade/2.1.0 --dba root --prompt-for-dba-password 767 /data02/rt3/sbin/rt-setup-database --action insert --datadir etc/upgrade/2.1.0 --dba root --prompt-for-dba-password 768 /data02rt3/sbin/rt-setup-database --action schema --datadir etc/upgrade/2.1.30 --dba root --prompt-for-dba-password 769 /data02/rt3/sbin/rt-setup-database --action schema --datadir etc/upgrade/2.1.30 --dba root --prompt-for-dba-password 770 /data02/rt3/sbin/rt-setup-database --action acl --datadir etc/upgrade/2.1.30 --dba root --prompt-for-dba-password 771 /data02/rt3/sbin/rt-setup-database --action insert --datadir etc/upgrade/2.1.30 --dba root --prompt-for-dba-password 772 /data02/rt3/sbin/rt-setup-database --action schema --datadir etc/upgrade/2.2.0RC2 --dba root --prompt-for-dba-password 773 perl etc/upgrade/upgrade-mysql-schema.pl rt3 root *PW-Redacted* sql.queries mysql -u root -p rt3 < sql.queries 774 perl etc/upgrade/upgrade-mysql-schema.pl 775 perl ./etc/upgrade/upgrade-mysql-schema.pl 777 cd /data02/rt3/local/plugins/RT-FM/etc/upgrade/ 778 perl ./upgrade-mysql-schema.pl 779 perl ./upgrade-mysql-schema.pl rt3 root *PW-Redacted* 780 perl ./upgrade-mysql-schema.pl rt3 root *PW-Redacted* > sql.queries 782 service httpd restart 783 vi /data02/rt3/etc/RT_SiteConfig.pm 784 service httpd restart 785 perl -c /data02/rt3/etc/RT_SiteConfig.pm 798 cd /data02/RTFM-2.4.3/ 799 perl Makefile.PL 800 make install 804 /data02/rt3/sbin/rt-setup-database --action schema --datadir etc/upgrade/2.1.0 806 /data02/rt3/sbin/rt-setup-database --action --dba root schema --datadir etc/upgrade/2.1.0 807 /data02/rt3/sbin/rt-setup-database --action schema --dba root --datadir etc/upgrade/2.1.0 808 /data02/rt3/sbin/rt-setup-database --action acl --dba root --datadir etc/upgrade/2.1.0 809 /data02/rt3/sbin/rt-setup-database --action insert --dba root --datadir etc/upgrade/2.1.0 812 /data02/rt3/sbin/rt-setup-database --action schema --dba root --dba-password *PW-Redacted* --datadir etc/upgrade/2.1.30 813 /data02/rt3/sbin/rt-setup-database --action acl --dba root --dba-password *PW-Redacted* --datadir etc/upgrade/2.1.30 814 /data02/rt3/sbin/rt-setup-database --action insert --dba root --dba-password *PW-Redacted* --datadir etc/upgrade/2.1.30 816 /data02/rt3/sbin/rt-setup-database --action schema --dba root --dba-password *PW-Redacted* --datadir etc/upgrade/2.2.0RC2 817 /data02/rt3/sbin/rt-setup-database --action acl --dba root --dba-password *PW-Redacted* --datadir etc/upgrade/2.2.0RC2 818 /data02/rt3/sbin/rt-setup-database --action insert --dba root --dba-password *PW-Redacted* --datadir etc/upgrade/2.2.0RC2 820 perl etc/upgrade/upgrade-mysql-schema.pl rt3 root *PW-Redacted* > sql.queries 822 mysql -u root -p*PW-Redacted* rt3 < sql.queries 825 rm -rf /opt/rt3/var/mason_data/* 826 service httpd restart 840 chmod 777 ticketlist 875 /data02/rt3/sbin/rt-setup-database --dba root --dba-password *PW-Redacted* --action upgrade 878 /data02/rt3/sbin/rt-setup-database --dba root --dba-password *PW-Redacted* --action upgrade 886 /data02/rt3/sbin/rt-setup-database --dba root --dba-password *PW-Redacted* --action upgrade 892 rm -fr /opt/rt3/var/mason_data/obj 893 service httpd restart 898 tar -cvf www.tar www 899 mv www.tar /data02/rt3/share/html/ 901 tar -xvf www.tar 911 vi RT_SiteConfig.pm 912 tail -500 /data02/rt3/var/log 915 tail -500 rt.log 919 mv /data02/rt3/share/html/www.tar . 920 tar -xvf www.tar 921 tail -500 ../logs/rt.log 922 tail -500 /data02/rt3/var/log/rt.log Cgi-bin errors from error log: [root@s601445dc4vl150:~] cat /usr/local/httpd/logs/error_log|grep -i cgi-bin [Sat Aug 13 10:17:49 2011] [warning]: [Mason] Cannot resolve file to component: /data02/var/www/cgi-bin/sla_report (is file outside component root?) at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 852, <DATA> line 1662. (/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:852) [root@s601445dc4vl150:~] ls /data02/var/www/cgi-bin/sl* -rwxr-xr-x 1 root root 3268 Oct 17 2008 /data02/var/www/cgi-bin/sla_report.tmpl -rwxr-xr-x 1 root root 5461 Oct 21 2008 /data02/var/www/cgi-bin/sla_report.new -rwxrwxrwx 1 root root 5460 Oct 21 2008 /data02/var/www/cgi-bin/sla_report [root@s601445dc4vl150:~] vi /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm 852 warn "[Mason] Cannot resolve file to component: " . Help! Rezty Felty Hallmark Digital - Infrastructure 816.559.1196 MSN [email protected] YIM HiRez_L AIM HiRezL ICQ 1932818 Skype Rezty.Felty Googletalk [email protected] -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 & 27, 2011 * San Francisco, CA, USA — October 18 & 19, 2011 * Washington DC, USA — October 31 & November 1, 2011 * Melbourne VIC, Australia — November 28 & 29, 2011 * Barcelona, Spain — November 28 & 29, 2011
-------- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
