Re: [rt-users] Queue change transactions
In transactions, when Field=Queue, the OldValue will capture the Queue number of the old queue (where the NewValue captures the new Queue number). Is that enough for you to write a scrip that grabs the old Queue value? Stephen Turner wrote: I have a customer (queue administrator) who would like to have a message sent to the requestor whenever a ticket is transferred from their queue to another queue. However, RT (3.4.2) treats this as a transaction in the receiving queue, so to do this I'd have to set up scrips in all the potential receiving queues. Does anyone know of a way of capturing a queue change transaction in the original queue? Thanks, Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IST) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] 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: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] track number of tickets by a user or email address
Hi Akila, This would probably be pretty easy to do with a cron script (sending a report or triggering an action once a day). Using RT's API and perl, you could just query for all tickets in a specific queue, then sort the results by creator, then use those results to match your 10 criteria. It would let you know after the fact, though, not when the user actually creates his 11th ticket. I think that enabling this in realtime (so that something happens when the 11th ticket is created by a certain user) would be more challenging. Certainly doable with RT scrips, but not pretty. Regards, Gene At 10:20 PM 7/10/2007, Akila Amarathunga wrote: Hi, Is it possible to track number of email send to a queue by a email address, so that number of tickets by that email exceed certain number like '10' we can trigger an action. I'm trying to implement this in our RT installation.. If someone has done this before, please help out. Thanks, Akila ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problem customising RT at a glance global config
On Jul 11, 2007, at 4:34 AM, Andrew Lewis wrote: Ok well as it turned out 3.6.4 is in Blastwave testing already so I installed that. Error message generated looks very similar (txt file attached). May be pertinent to mention that the data is from a 3.2.1 system which has been upgraded with the upgrade scripts (for version 3.3.0 and 3.3.11 - one for version 3.5.1 didn't seem to make any changes). Every time I've run it, the 3.5.1 'content' upgrade adds the rows you need. Perhaps the blastwave package isn't right? Best, -AL. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com PGP.sig Description: This is a digitally signed message part ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Queue change transactions
I'd vote for a global scrip and trigger on the transaction Type and OldValue. At 07:59 AM 7/11/2007, Stephen Turner wrote: At Wednesday 7/11/2007 10:52 AM, Forrest Blount wrote: In transactions, when Field=Queue, the OldValue will capture the Queue number of the old queue (where the NewValue captures the new Queue number). Is that enough for you to write a scrip that grabs the old Queue value? Well, the problem is that the queue scrip would have to be attached to the receiving queue(s), not the original queue - this may be a large number of queues. Perhaps a global scrip is the answer. Thanks, Steve Stephen Turner wrote: I have a customer (queue administrator) who would like to have a message sent to the requestor whenever a ticket is transferred from their queue to another queue. However, RT (3.4.2) treats this as a transaction in the receiving queue, so to do this I'd have to set up scrips in all the potential receiving queues. Does anyone know of a way of capturing a queue change transaction in the original queue? Thanks, Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Cron Issues....
Hello everyone...
RT 3.6.3, RHEL, Oracle DB.
I have a cron job I created in cron.hourly...its pretty simplistic and
the command works great when I run it directly. Being very new to
Linux, I was hoping one of you may notice something simple that I am
missing here.
#!/bin/sh
/opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg (
Status = 'new' OR Status = 'open' OR Status = 'stalled' ) AND (
'CF.{Severity Level}' LIKE 'Sev 2 (Premier Support ONLY)' ) AND (
'CF.{Customer}' NOT LIKE '%(p)' AND 'CF.{Customer}' NOT LIKE '%(ep)' )
--action RT::Action::DemotePremierLevel
Thanks,
-Stark
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Re: [rt-users] Cron Issues....
At Wednesday 7/11/2007 12:06 PM, Jeff Stark wrote:
Hello everyone...
RT 3.6.3, RHEL, Oracle DB.
I have a cron job I created in cron.hourly...its pretty simplistic
and the command works great when I run it directly. Being very new
to Linux, I was hoping one of you may notice something simple that
I am missing here.
#!/bin/sh
/opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg
( Status = 'new' OR Status = 'open' OR Status = 'stalled' )
AND ( 'CF.{Severity Level}' LIKE 'Sev 2 (Premier Support ONLY)' )
AND ( 'CF.{Customer}' NOT LIKE '%(p)' AND 'CF.{Customer}' NOT LIKE
'%(ep)' ) --action RT::Action::DemotePremierLevel
Thanks,
-Stark
Do you have any output from a cron run of this? It could be that the
cron invocation is not getting the Oracle environment variables it needs.
Steve
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[rt-users] RT 3.4.x and RT 3.6.x on same backend DB?
Hi RT community, In order to facilitate the testing, development and migration from our current RT 3.4.5pre1 to the RT 3.6.4 release, I would like to run both versions against the same database backend. The additional attributes that are added to the database by the etc/upgrade/3.5.1 script do not appear to conflict with anything in the 3.4.5pre release. Assuming that the session table information is still the same, it appears that both RT versions can be in use simultaneously against the same database with no ill effects. Has anyone tried this? Am I missing any possible problems? Regards, Ken ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Cron Issues....
The only item in /var/log/cron is:
Jul 11 09:01:01 infrt01 crond[23295]: (root) CMD (run-parts
/etc/cron.hourly)
Is there somewhere else I should look?
Thanks,
-Stark
-Original Message-
From: Stephen Turner [mailto:[EMAIL PROTECTED]
Sent: Wednesday, July 11, 2007 12:22 PM
To: Jeff Stark; RT Users
Subject: Re: [rt-users] Cron Issues
At Wednesday 7/11/2007 12:06 PM, Jeff Stark wrote:
Hello everyone...
RT 3.6.3, RHEL, Oracle DB.
I have a cron job I created in cron.hourly...its pretty simplistic and
the command works great when I run it directly. Being very new to
Linux, I was hoping one of you may notice something simple that I am
missing here.
#!/bin/sh
/opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg (
Status = 'new' OR Status = 'open' OR Status = 'stalled' ) AND (
'CF.{Severity Level}' LIKE 'Sev 2 (Premier Support ONLY)' ) AND (
'CF.{Customer}' NOT LIKE '%(p)' AND 'CF.{Customer}' NOT LIKE
'%(ep)' ) --action RT::Action::DemotePremierLevel
Thanks,
-Stark
Do you have any output from a cron run of this? It could be that the
cron invocation is not getting the Oracle environment variables it
needs.
Steve
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RE: [rt-users] Cron Issues....
Excellent! Had no idea...you are correct, it is Oracle Connectivity that is causing the issue. Any ideas how I solve this? I used the priority escalation script as a template. /etc/cron.hourly/RT-DemotePremier.cron: Unable to load DBIx::SearchBuilder database handle for 'Oracle'. Perhaps you've picked an invalid database type or spelled it incorrectly. Can't load '/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBD/Orac le/Oracle.so' for module DBD::Oracle: libclntsh.so.10.1: cannot open shared obje ct file: No such file or directory at /usr/lib/perl5/5.8.5/i386-linux-thread-mul ti/DynaLoader.pm line 230. at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 6 Compilation failed in require at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuild er/Handle/Oracle.pm line 6. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchB uilder/Handle/Oracle.pm line 6. Compilation failed in require at (eval 207) line 1. BEGIN failed--compilation aborted at (eval 207) line 1. Compilation failed in require at /opt/rt3/lib/RT.pm line 201. -Original Message- From: Stephen Turner [mailto:[EMAIL PROTECTED] Sent: Wednesday, July 11, 2007 12:57 PM To: Jeff Stark; RT Users Subject: RE: [rt-users] Cron Issues At Wednesday 7/11/2007 12:37 PM, Jeff Stark wrote: The only item in /var/log/cron is: Jul 11 09:01:01 infrt01 crond[23295]: (root) CMD (run-parts /etc/cron.hourly) Is there somewhere else I should look? Thanks, -Stark I think any output (stdout or stderr) from the cron job that isn't explicitly redirected is mailed to the crontab owner. So there may be a mail message that contains a clue. Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrip needed that automaticaly closes tickets with a special subject
Hi Thomas,
You create scrips like this using the RT web GUI. Go into Configuration,
select Queues, then the queue that you want this scrip to apply to, then
Scrips, then New Scrip. I don't think you really want to do this with perl
modules.
For condition, select User Defined
For action, select User Defined
For template, select Global template: Blank (actually, I don't think it
matters what you select for a template if the action is user-defined, but
you have to select something).
For stage, select TransactionCreate
In the Custom condition area you want to trap transactions that are
Type:Correspond (e-mail) and that have HMPF in the subject. Your custom
condition could look something like this:
{ my $Transaction = $self-TransactionObj;
return $Transaction-Type eq 'Correspond' $Transaction-Subject =~
/HMPF/;
}
This will cause the scrip to fire when a transaction occurs that is an
e-mail that has HMPF in the subject, otherwise the scrip will not fire.
In the Custom action preparation code area you can just put:
return 1;
This does nothing except allow the cleanup action to run. If you leave it
out then the cleanup action won't run.
In the Custom action cleanup code area you could have something like this:
my $Ticket = $self-TicketObj;
$Ticket-SetStatus('resolved');
return 1;
This will change the status of the ticket to resolved. It will also create
another transaction that will trigger any On Resolve scrips you might have.
All of this is done within the RT web GUI.
Good luck with this,
Gene
At 09:20 AM 7/11/2007, Thomas Hecker wrote:
Hi,
well i changed the scrip this way:
my $problem_desc = undef;
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
if ( $subject =~ /^HMPF (\w+) - (\S*) (\S*)/ ) {
# Auto-close/resolve this whole thing
$self-TicketObj-SetStatus( resolved );
} else {
return 1;
}
1;
So it should set a ticket to solved when the subject contains HMPF - right?
The next problem i have is, how do i implement this scrip to rt? I saved it
as an .pm file and put it into the lib to all the other scrips. than i wrote
a perl script described in the o'reilly book page 81, to make the scrip
available to the RTR database:
#!usr/bin/perl
use strict;
use lib /usr/share/request-tracker3.6/lib;
use RT;
use RT::Interface::CLI qw( CleanEnv GetCurrentUser );
use RT::ScripCondition;
CleanEnv();
RT::LoadConfig();
RT::Init();
my $user = GetCurrentUser();
unless( $user-Id ) {
print No RT user found. Please consult your GOD\n;
exit 1;
}
my $sc = RT::ScripCondition-new($user);
$sc-Create( Name = 'HMPF-Betreff',
Beschreibung = 'Wenn Betreff enthaelt HMPF dann schliesse
sofort',
ExecModule = 'OnCreate',
ApplicableTransTypes = 'Status',
);
When i run this scrip i get no error, but the scrip is not available in the
webinterface of rt.
what's wrong?
Thanks for help
Thomas
Am 05.07.2007 15:12 Uhr schrieb Drew Barnes unter
[EMAIL PROTECTED]:
I think this should be correct, but I haven't used this particular scrip
lately.
# If the subject of the ticket matches a pattern suggesting
# that this is a Nagios RECOVERY message AND there is
# an existing ticket (open or new) in the zNagios queue with a matching
# problem description, (that is not this ticket)
# merge this ticket into that ticket
#
# Based on http://marc.free.net.ph/message/20040319.180325.27528377.en.html
my $problem_desc = undef;
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
if ( $subject =~ /^RECOVERY (\w+) - (\S*) (\S*)/ ) {
# This looks like a nagios recovery message
$problem_desc = $2;
$RT::Logger-debug(Found a recovery msg: $problem_desc);
} else {
return 1;
}
# Ok, now let's merge this ticket with it's PROBLEM msg.
my $search = RT::Tickets-new($RT::SystemUser);
$search-LimitQueue(VALUE = 'zNagios');
$search-LimitStatus(VALUE = 'new', OPERATOR = '=', ENTRYAGGREGATOR =
'or');
$search-LimitStatus(VALUE = 'open', OPERATOR = '=');
if ($search-Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $search-Next) {
# Ignore the ticket that opened this transation (the recovery one...)
next if $self-TicketObj-Id == $ticket-Id;
# Look for nagios PROBLEM warning messages...
if ( $ticket-Subject =~ /^PROBLEM (\w+) - (\S*) (\S*)/ ) {
if ($2 eq $problem_desc){
# Aha! Found the Problem TICKET corresponding to this RECOVERY
# ticket
$id = $ticket-Id;
# Nagios may send more then one PROBLEM message, right?
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id
. into $id because of Nagios Subject match.);
$self-TicketObj-MergeInto($id);
# Keep looking for more PROBLEM tickets...
}
}
}
$id || return 1;
# Auto-close/resolve
RE: [rt-users] Cron Issues....
At Wednesday 7/11/2007 02:15 PM, Jeff Stark wrote: Yes, that is defined. I have tried adding .bash_profile to my script...see if that works It's been a long while since I dealt with this issue, but I used to have a file I called ~/.oracle, which set all the Oracle-related env variables. I sourced this from my shell start up file (e.g. .bashrc) and also in each crontab entry that needed Oracle access. That way I was sure that both command-line and cron jobs were getting the same Oracle environment. Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] '10 highest priority tickets' no longer has links to tickets
This was accidentally posted to rt-devel first. I should have sent it to rt-users. Please excuse my mistake. I've got a working configuration of RT 3.6.3 on Apache 2.0.59, mod_perl 2.0.3, and Perl 5.8.8. I was asked to modify the '10 highest priority tickets' section. I added 'Priority greater than 0' to the search, and saved the search [_1] highest priority tickets I own. Now all users, including mine, have a list of tickets and tickets numbers as we did before, but there are no hyperlinks to click through to the ticket. I tried to remove the 'priority greater than 0' addition to the search, and saved it, but the hyperlinks are still not back. I've also looked at a database dump from last night and have tried to restore the storable data in the database in the Attributes table (value = '1'). Has anyone seen this behavior, or know how to revert the change so that the ticket numbers and ticket subjects are hyperlinks? Thanks a lot, Greg ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Couldnt open File 'sessions.MYI' in /opt/rt3/var/session_data
First post didn't get a single reply, so please let me
know if I'm not posting correctly. I've read the FAQs
and posted on this list before.
The system is a 3 year old RT (RT 3.0.4 I believe)
that has been running without problems. The /var
partition filled up at some point in time and this
error occurred sometime around the same time. I could
give all the sys info but it got no response last
time.
I did a find / -name sessions.MYI and don't see the
file it says it cant open. I've CHMOD'ed all the
directories to 777 that are listed in the error,
restarted a couple times and /var is under 70%
utilization. The session_data directory is 777, and
there are no files inside of it. I tried to touch
sessions.MYI (when the search showed it didn't exist
anywhere) within the session_data file (and even
restarted Apache in case it mattered) with no result.
Below is a System Error summary you get when you put
in the URL of the server running RT:
___
error: RT Couldn't write to session directory
'/opt/rt3/var/session_data': DBD::mysql::st execute
failed: Can't open file: 'sessions.MYI'. (errno: 145)
at
/usr/lib/perl5/site_perl/5.6.1/Apache/Session/Store/DBI.pm
line 42.
Stack:
[/usr/lib/perl5/site_perl/5.6.1/Apache/Session/Store/DBI.pm:42]
[/usr/lib/perl5/site_perl/5.6.1/Apache/Session.pm:515]
[/usr/lib/perl5/site_perl/5.6.1/Apache/Session.pm:462]
[/opt/rt3/share/html/Elements/SetupSessionCookie:49]
[/opt/rt3/share/html/autohandler:51]
. Check that this dir ectory's permissions are
correct. at
/opt/rt3/share/html/Elements/SetupSessionCookie line
64.
context: ...
60: };
61: undef $cookies{'RT_SID'};
62: }
63: else {
64: die RT Couldn't write to session directory
'$RT::MasonSessionDir': [EMAIL PROTECTED] Check that this dir
ectory's permissions are correct.;
65: }
66: }
67:
68: if ( !$cookies{'RT_SID'} ) {
...
code stack:
/opt/rt3/share/html/Elements/SetupSessionCookie:64
g /opt/rt3/share/html/autohandler:51
g
Don't get soaked. Take a quick peak at the forecast
with the Yahoo! Search weather shortcut.
http://tools.search.yahoo.com/shortcuts/#loc_weather
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RE: RE: [rt-users] Cron Issues....
Thanks, yes, actually I am expecting it to run as root. (I know bad karma to follow) But I am just trying to get it working. I have tried forcing the loading of .bash_profile and have also tried adding the following to the script: export ORACLE_BASE=/u01/app/oracle export ORACLE_HOME=$ORACLE_BASE/product/10.2.0/client_1 export LD_LIBRARY_PATH=$ORACLE_HOME/lib But I still get this error: Unable to load DBIx::SearchBuilder database handle for 'Oracle'. Perhaps you've picked an invalid database type or spelled it incorrectly. Can't load '/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBD/Oracle/ Oracle.so' for module DBD::Oracle: libclntsh.so.10.1: cannot open shared object file: No such file or directory at /usr/lib/perl5/5.8.5/i386-linux-thread-multi/DynaLoader.pm line 230. at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 6 Compilation failed in require at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 6. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 6. Compilation failed in require at (eval 207) line 1. BEGIN failed--compilation aborted at (eval 207) line 1. Compilation failed in require at /opt/rt3/lib/RT.pm line 201. - Stark -Original Message- From: John BORIS [mailto:[EMAIL PROTECTED] Sent: Wednesday, July 11, 2007 3:43 PM To: RT-Users@lists.bestpractical.com; [EMAIL PROTECTED]; Jeff Stark Subject: Re: RE: [rt-users] Cron Issues This might be trivial but make sure the job is running the job as the user you expect. If cron.hourly is being executed as root then it may be reading the wrong files to setup the environment. John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia 222 North 17th Street Philadelphia, Pa. 19103 Tel: 215-965-1714 Fax: 215-587-3525 Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Couldnt open File 'sessions.MYI' in /opt/rt3/var/session_data
.MYI That is the index file for the sessions table? Might it be too
big?
http://wiki.bestpractical.com/view/CleanupSessions
John Schubert wrote:
First post didn't get a single reply, so please let me
know if I'm not posting correctly. I've read the FAQs
and posted on this list before.
The system is a 3 year old RT (RT 3.0.4 I believe)
that has been running without problems. The /var
partition filled up at some point in time and this
error occurred sometime around the same time. I could
give all the sys info but it got no response last
time.
I did a find / -name sessions.MYI and don't see the
file it says it cant open. I've CHMOD'ed all the
directories to 777 that are listed in the error,
restarted a couple times and /var is under 70%
utilization. The session_data directory is 777, and
there are no files inside of it. I tried to touch
sessions.MYI (when the search showed it didn't exist
anywhere) within the session_data file (and even
restarted Apache in case it mattered) with no result.
Below is a System Error summary you get when you put
in the URL of the server running RT:
___
error: RT Couldn't write to session directory
'/opt/rt3/var/session_data': DBD::mysql::st execute
failed: Can't open file: 'sessions.MYI'. (errno: 145)
at
/usr/lib/perl5/site_perl/5.6.1/Apache/Session/Store/DBI.pm
line 42.
Stack:
[/usr/lib/perl5/site_perl/5.6.1/Apache/Session/Store/DBI.pm:42]
[/usr/lib/perl5/site_perl/5.6.1/Apache/Session.pm:515]
[/usr/lib/perl5/site_perl/5.6.1/Apache/Session.pm:462]
[/opt/rt3/share/html/Elements/SetupSessionCookie:49]
[/opt/rt3/share/html/autohandler:51]
. Check that this dir ectory's permissions are
correct. at
/opt/rt3/share/html/Elements/SetupSessionCookie line
64.
context: ...
60: };
61: undef $cookies{'RT_SID'};
62: }
63: else {
64: die RT Couldn't write to session directory
'$RT::MasonSessionDir': [EMAIL PROTECTED] Check that this dir
ectory's permissions are correct.;
65: }
66: }
67:
68: if ( !$cookies{'RT_SID'} ) {
...
code stack:
/opt/rt3/share/html/Elements/SetupSessionCookie:64
g /opt/rt3/share/html/autohandler:51
g
Don't get soaked. Take a quick peak at the forecast
with the Yahoo! Search weather shortcut.
http://tools.search.yahoo.com/shortcuts/#loc_weather
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--
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati
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Re: [rt-users] Couldnt open File 'sessions.MYI' in /opt/rt3/var/session_data
Thanks Ole, I checked and with the standard install my database is indeed in /var. I'm playing with myisamchk to see if there's a way to restore. I asked the IT department to back this server up for years, but they've ignored me. This is the only machine I have permissions, otherwise I'd have just backed it up myself. I didn't backup to itself just cause the harddrive isn't terribly large. I'll keep digging through MySQL and see if I can overcome the odds and get the DB back up. If I'm successful, I'll post what I did. Thanks again, John --- Ole Craig [EMAIL PROTECTED] wrote: John - If your mysql database is located on /var and /var filled up, you're hosed. (If there's a database engine anywhere that can deal gracefully with an inability to write to its backing filestore during normal operations, it's definitely not MySQL.) Your best hope is probably to restore /var from a backup made before the partition choked. Sorry, Ole Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, photos more. http://mobile.yahoo.com/go?refer=1GNXIC ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT 3.4.5 not showing transactions
Hello, After searching the lists history and googling a lot, I turn to your wisdom that maybe can help us solve an infrequent and misterious problem that's generating lots critisicm from our manager towards RT's credibility. We've been using RT since 2001, now running RT 3.4.5 with Apache MySQL 4.1.22 over FreeBSD-6.2, installed via FreeBSD ports. We are experiencing a problem (bug?) where some tickets transactions aren't displayed on the web interface, although they can be read on mail sent by RT to admins and watchers. One recent problem was an email sent by a Thunderbird 1.5.0.9 (Linux) where the ticket history is shown completely blank, but the received email was readable. Another case was an email message (sent by another Thunderbird (don't know which version, running on Windows XP) sent with attached files (.XLS spreadsheet). This ticket I managed to confirm that the email text and attachment were recorded in the database, using the RT CLI tool. But the ticket content (text) is not shown on the web interface. Maybe this is some kind of renderization or encoding (MIME, 8bit, 8-bit etc.) problem? Could be an issue with MySQL encoding configuration? Is there a way to verify / confirm encoding problems? What else do you suggest me to confirm what could the problem? The only log of the server about the problem is this, that is registered everytime some client opens a problematic ticket. [Wed Jul 11 16:13:39 2007] [warn] FastCGI: server /usr/local/rt3/bin/mason_handler.fcgi (pid 55127) terminated due to uncaught signal '11' (Segmentation fault) For some unknown reason we've never been sucessful on having RT logging work on our servers (could be a problem with the platform / port?) so, I am unable to see detailed info about what's RT doing. Relevant info: FreeBSD 6.2-RELEASE | apache+mod_ssl-1.3.37+2.8.28 | mysql-server-4.1.22 | rt-3.4.5 | fcgi-devkit-2.4.0 | mod_fastcgi-2.4.2_1 | p5-CGI.pm-3.25,1 | p5-FastCGI-0.67 Thanks in advance, Alex ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Create Ticket width CustomField value using command line
Hi, I'd trying to create a ticket with custom field value using cli interface, but it hasn't supported yet :(. The other solution is RT API, isn't it? I've developed the following snippet code for create a simple ticket. #!/usr/bin/perl -w use lib (/usr/local/rt3.0/lib); use RT::Interface::CLI; use RT; RT::LoadConfig(); RT::Init(); use RT::Ticket; use RT::CurrentUser; my $CurrentUser = RT::Interface::CLI::GetCurrentUser(); use MIME::Entity; my $ticket = new RT::Ticket($CurrentUser); my $ticket_body = MIME::Entity-build(Data = 'Body Mesage', Type = 'text/plain'); my %ticket_vals = ( Queue = 'suporte', Subject = 'test', Owner = 'root', Requestor = '[EMAIL PROTECTED]', InitialPriority = '11', FinalPriority = '20', MIMEObj = $ticket_body, ); my ($id, $transaction_object, $err) = $ticket-Create(%ticket_vals); print STDERR $err . \n if $err; But, It isn't run correctly, I've gotten this errors: [Wed Jul 11 21:23:55 2007] [crit]: RT::Attachment-Create couldn't, as you didn't specify a transaction (/usr/local/rt3.0/lib/RT/Attachment_Overlay.pm:117) [Wed Jul 11 21:23:55 2007] [err]: RT::Scrips=HASH(0x9434c88) couldn't load ticket 16 (/usr/local/rt3.0/lib/RT/Scrips_Overlay.pm:143) [Wed Jul 11 21:23:55 2007] [crit]: Trying to check RT::Queue rights for an unspecified RT::Queue (/usr/local/rt3.0/lib/RT/Principal_Overlay.pm:355) [Wed Jul 11 21:23:55 2007] [error]: Ticket couldn't be created: (/usr/local/rt3.0/lib/RT/Ticket_Overlay.pm:648) O tíquete não pôde ser criado devido a um erro interno Does anyone know what is wrong? What is snippet code I have to add in this code to populate custom field? PS: I am trying to integrate RT with Nagios. Thanks, -- Marco Catunda ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Shredder Error
See below, note that some lines are commented.
On 6/30/07, Mathew Snyder [EMAIL PROTECTED] wrote:
I'm trying to remove users using the methods within Shredder. After gathering
all the email addresses I need to remove I call Shredder like such:
RTx::Shredder::Init( force = 1 );
my $shredder = new RTx::Shredder(RT::SystemUser);
# my $resolver = new RTx::Shredder::Plugin::Users(RT::SystemUser);
# $resolver-SetResolver(Shredder = 10);
my $resolver = sub {
my %args = (@_);
my $t =$args{'TargetObject'};
foreach my $method ( qw(Creator LastUpdatedBy) ) {
next unless $t-_Accessible( $method = 'read' );
$t-__Set( Field = $method, Value = 10 );
}
};
$shredder-PutResolver( BaseClass = 'RT::User', Code = $resolver );
# $shredder-PutResolver($resolver);
if ($ans =~ m/^(y|yes)$/i){
my ($fname, $fh) = $shredder-SetFile( FromStorage = 0, FileName =
'/usr/local/rt-3.6.1/var/data/RTx-Shredder/Shredder-Users_.sql' );
foreach my $email (@emails){
my $user = new RT::User(RT::SystemUser);
$user-LoadByEmail($email);
next unless $user-id;
$shredder-PutObject(Object = $user);
}
$shredder-WipeoutAll;
}else{
exit;
}
Using this gives me
Odd number of elements in anonymous hash at
/usr/local/rt-3.6.1/local/lib/RTx/Shredder/Plugin/Base.pm line 23.
I looked at the perldocs and verified that Objects = $user is a valid value.
However, I am wondering if it should be something like $user-EmailAddress or
something.
Can someone shed some light on this for me?
Thanks
Mathew
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Best regards, Ruslan.
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[rt-users] RT 3.6.4 problems
I am running RT 3.6.3 on two systems: An older Linux system using Apache 2 and Apache's mod_fastcgi module and an FC6 system with Apache 2 and mod_fcgid (an alternative to the Apache mod_fastcgi module). Both installations work just fine. Prior to installing 4.6.4, I upgraded the few Perl modules on each system that needed it. My RT upgrade process simply consists of installing RT from scratch then creating softlinks to the new installation - this way I don't write over the working, older installation directory. However, after switching over to 3.6.4 and restarting Apache, I get '500 internal server failure' errors on both machines. On the older system with Apache's fast cgi module, I get: [Wed Jul 11 20:55:58 2007] [error] [client xxx.xxx.xxx.xxx] FastCGI: comm with server /opt/rt3/bin/mason_handler.fcgi aborted: idle timeout (360 sec) [Wed Jul 11 20:55:58 2007] [error] [client xxx.xxx.xxx.xxx] FastCGI: incomplete headers (0 bytes) received from server /opt/rt3/bin/mason_handler.fcgi On the FC6 system with the alternative mod_fcgid module, I get: [Wed Jul 11 21:54:26 2007] [warn] mod_fcgid: read data timeout in 40 seconds [Wed Jul 11 21:54:26 2007] [error] [client xxx.xxx.xxx.xxx] Premature end of script headers: mason_handler.fc gi [Wed Jul 11 21:54:35 2007] [notice] mod_fcgid: process /opt/rt3/bin/mas on_handler.fcgi( 20631) exit(communicati on error), get stop signal 15 [Wed Jul 11 21:55:12 2007] [warn] mod_fcgid: read data timeout in 40 seconds [Wed Jul 11 21:55:12 2007] [warn] (110)Connection timed out: mod_fcgid: ap_pass_brigade failed in handle_request function No MySQL database changes have been made. There is no mason cache to clear since I'm basically working with new installations.
Re: [rt-users] track number of tickets by a user or email address
Hi Gene, Thank you for the reply.. yeah I guess crontab is the way to go... guess i have to run it more frequently to monitor the tickets.. But if we can integrate it into RT.. i guess it'll be a very good feature.. Thanks, Akila On Wed, 2007-07-11 at 08:59 -0700, Gene LeDuc wrote: Hi Akila, This would probably be pretty easy to do with a cron script (sending a report or triggering an action once a day). Using RT's API and perl, you could just query for all tickets in a specific queue, then sort the results by creator, then use those results to match your 10 criteria. It would let you know after the fact, though, not when the user actually creates his 11th ticket. I think that enabling this in realtime (so that something happens when the 11th ticket is created by a certain user) would be more challenging. Certainly doable with RT scrips, but not pretty. Regards, Gene At 10:20 PM 7/10/2007, Akila Amarathunga wrote: Hi, Is it possible to track number of email send to a queue by a email address, so that number of tickets by that email exceed certain number like '10' we can trigger an action. I'm trying to implement this in our RT installation.. If someone has done this before, please help out. Thanks, Akila ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Akila Amarathunga Linux Systems Engineer; WSO2, Inc.; http://www.wso2.com/ email: [EMAIL PROTECTED]; cell: +94 71 682 9488; fax: 0112424303 Oxygenating the Web Service Platform. signature.asc Description: This is a digitally signed message part ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
