Re: [rt-users] RT 3.6.6 / LDAP (AD) set up
bkmail08 wrote: Hello, Does anyone know if a solution was posted to this specific thread (see below). If so could you please send me the link? I've googled and the same references keep popping up, but none of them seem to have the solution posted. I am working with RHEL5 server and W2003 AD; ldapsearch with -x gives me back correct info. If you have read this thread (below) before, I basically did everything this guy did and pretty much have the same issues. My errors in the logs are sparse: [Sun Mar 16 02:15:34 2008] [warning]: Transaction-Create couldn't, as you didn't specify an object type and id (/usr/lib/perl5/vendor_perl/5.8.8/RT/Record.pm:1486) [Sun Mar 16 02:15:34 2008] [error]: FAILED LOGIN for render from 172.29.9.3 (/usr/share/rt3/html/autohandler:251) It would seem that you do not have your logging level set to debug -- that would certainly help by printing out more information. If you have the opportunity to drop into #rt on irc.perl.org during UK office hours, I may be able to help you interactively. Regarding documentation on getting LDAP working, I'm currently waiting on CPAN to authorise my namespace registration request. Once done, you should be able to get it working by installing RT::Authen::ExternalAuth via CPAN and then a bit of simple configuration. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.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] RT 3.6.4 poor query performance
Well, in that case, I recommend witchcraft. ;) Mathew Richard Ellis wrote: Hi All, We have upgraded to 3.6.6 over the weekend and also run some optimisation against the database but performance is still very poor. I have looked at RTx::RightMatrix and Everyone definately does not have OwnTickets rights unless that is lying to me, which I doubt. I've used the tuning-primer.sh script to do some tuning and performance has improved somewhat, as query builder now only take 300 seconds average to load instead of 400, but it is still unusable which is frustrating the users. It's going to take another 36 hours before I can check how the optimisation is going. I couldn't get the MySQLTuner to run, but I'll take a look at the perl this week if I get a chance. If anyone else has any ideas at all, I'm open to suggestions, including witchcraft :) Richard -- Keep up with me and what I'm up to: http://theillien.blogspot.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] RT 3.6.4 poor query performance
Hi All, We have upgraded to 3.6.6 over the weekend and also run some optimisation against the database but performance is still very poor. I have looked at RTx::RightMatrix and Everyone definately does not have OwnTickets rights unless that is lying to me, which I doubt. I've used the tuning-primer.sh script to do some tuning and performance has improved somewhat, as query builder now only take 300 seconds average to load instead of 400, but it is still unusable which is frustrating the users. It's going to take another 36 hours before I can check how the optimisation is going. I couldn't get the MySQLTuner to run, but I'll take a look at the perl this week if I get a chance. If anyone else has any ideas at all, I'm open to suggestions, including witchcraft :) Richard [EMAIL PROTECTED] wrote: Today's Topics: 1. Re: RT 3.6.4 poor query performance (Jesse Vincent) 2. Re: RT 3.6.4 poor query performance (Toby Darling) -- Message: 1 Date: Thu, 13 Mar 2008 11:45:53 -0400 From: Jesse Vincent [EMAIL PROTECTED] Subject: Re: [rt-users] RT 3.6.4 poor query performance To: Richard Ellis [EMAIL PROTECTED] Cc: rt-users@lists.bestpractical.com Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=us-ascii On Mar 13, 2008, at 8:46 AM, Richard Ellis wrote: Hi All, We have recently updated our RT instance from 3.4.6 running on Solaris 9 to a new server running Solaris 10 and 3.6.4. You probably want RT 3.6.6 if you're on MySQL. Ruz did some serious query optimization. But my first guess is that you've granted Everybody the right to OwnTickets somewhere. Everything works perfectly and we have removed all of the customisations that we used to use for a virtually vanilla 3.6.4 install. However, when opening the Query Builder page, performance slows to a massive extent. Average page load is under 1 second, but performing any action in Query Builder averages 400 seconds. I thought it was the database so upgraded mysql from 5.0.34 to 5.0.51a, but that made no difference. I then upgraded DBIx::SearchBuilder to the latest version and DBD::mysql but it is still as bad. Even upgraded every single perl module to latest and restarted everything, but still as bad. mysqlcheck rt3 says everything is ok. There are only 10,000 tickets so it shouldn't be a volume problem. Running on perl 5.8.8. Anyone any ideas? Richard ___ 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 -- next part -- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20080313/85609c29/attachment-0001.pgp -- Message: 2 Date: Thu, 13 Mar 2008 15:53:24 + From: Toby Darling [EMAIL PROTECTED] Subject: Re: [rt-users] RT 3.6.4 poor query performance To: Richard Ellis [EMAIL PROTECTED],rt-users rt-users@lists.bestpractical.com Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=ISO-8859-1; format=flowed Hi Richard That crashes out with a divide by zero error in the scripting, but it looks really cool. [--] Status: +Archive -BDB -Federated +InnoDB -ISAM -NDBCluster [--] Data in MyISAM tables: 2M (Tables: 39) [--] Data in InnoDB tables: 1015M (Tables: 20) Use of uninitialized value in division (/) at ./mysqltuner.pl line 362 (#1) Illegal division by zero at ./mysqltuner.pl line 362 (#2) (F) You tried to divide a number by 0. Either something was wrong in your logic, or you need to put a conditional in to guard against meaningless input. That indicates something went wrong earlier in getting $physical_memory (assuming you're using v0.8.6). Any error messages or warnings at the start?. Try chucking some print statements in the os_setup function to see where it's going wrong. I should point out that I've nothing to do with the MySQLTuner project, I've not even actually run it myself, just looked at the output with the guys that look after the mysql/database. Cheers Toby -- Sun.com http://www.sun.com * Richard Ellis * Technical Developer, .Sun eBusiness *Sun Microsystems, Inc.* Phone x(70) 24727/+44-1252-424 727 Fax +44 1252 420410 Email [EMAIL PROTECTED] sun.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
Re: [rt-users] Since upgrading to 3.6.6 can only set owner of ticket tonobody
Geoff, Check your Perl module dependencies. I had the same problem and it turned out that perl-DBIx-SearchBuilder needed and update to the latest version. Download the src tar.gz and do a 'configure' 'make testdeps' to see if you are missing modules required. Regards, Ton -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Geoff Roberts Sent: Monday, March 17, 2008 5:06 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Since upgrading to 3.6.6 can only set owner of ticket tonobody Hi, Since upgrading to RT 3.6.6 the only option users have when setting the owner of a ticket under Basic settings is nobody. Tickets created by the user do not have the user set as the owner when using the New ticket in button at the top of the home page. Even the root user has the same issue. Existing tickets which already have an owner assigned will come up with an option other than nobody. Interestingly, the Quick ticket creation section at the bottom of the home page does have the user pre-selected as the owner. Under 3.6.5, the user would at least have the option to select their own ID as the owner of the ticket when changing the owner after the ticket had been created. I've attached output from System Configuration listing our perl modules and versions. We are also using RTFM 2.2.1. The upgrade was a complete uninstall of 3.6.5 followed by a complete re-install of 3.6.6 so the mason caches were created from scratch. Any ideas as to what might be going wrong? Kind regards, Geoff ___ 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] RT 3.6.4 poor query performance
Hi Mathew, Richard, I tried also this weekend to upgrade to 3.6.6 and gave it up yesterday evening (rolled back to 3.6.5). To your Problem: If you open the Search Builder menu, it takes a long time to build the page.?!? Have a loko into the owner dropdown menu. Did you find there more people as expacted? In my case i find a lot of people there, more than have the rights to own tickets in the queues. I have NOT SET the OwnTickets right globally And now it will be very strange at my Live systems (and test box too). Inside the owner dropdown, i find also NOT PRIVILEGDED USERS!!! OK, what i have tested: Logged in as normal user with rights to 3 Queues. This queues have per queue 5 people with the right to own a ticket here. (so i looked for 15 people inside the owner dropdown) but i got a list of round about several thousands!!! OK to fix it fast: Here is my diff to the /share/html/Search/Elements/PickBasics [EMAIL PROTECTED]:/opt/rt3/local/html/Search/Elements# diff /opt/rt3/local/html/Search/Elements/PickBasics /opt/rt3/share/html/Search/Elements/PickBasics 111,112c113 input name=ValueOfActor %# /Elements/SelectOwner, Name = ValueOfActor, ValueAttribute = 'Name' --- /Elements/SelectOwner, Name = ValueOfActor, ValueAttribute = 'Name' OK, it's replacing the SelectOwner Dropdown, which is not working well here with a noremal input box. This speeds up the Searchbuilder a lot! Btw. This Problem with the Owner Dropdown inside the searchbuilder we have since RT 3.4.x and it is not working well since this time. Hope this helps. Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne -Ursprüngliche Nachricht- Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Mathew Gesendet: Montag, 17. März 2008 11:06 An: Richard Ellis Cc: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] RT 3.6.4 poor query performance Well, in that case, I recommend witchcraft. ;) Mathew Richard Ellis wrote: Hi All, We have upgraded to 3.6.6 over the weekend and also run some optimisation against the database but performance is still very poor. I have looked at RTx::RightMatrix and Everyone definately does not have OwnTickets rights unless that is lying to me, which I doubt. I've used the tuning-primer.sh script to do some tuning and performance has improved somewhat, as query builder now only take 300 seconds average to load instead of 400, but it is still unusable which is frustrating the users. It's going to take another 36 hours before I can check how the optimisation is going. I couldn't get the MySQLTuner to run, but I'll take a look at the perl this week if I get a chance. If anyone else has any ideas at all, I'm open to suggestions, including witchcraft :) Richard -- Keep up with me and what I'm up to: http://theillien.blogspot.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 ___ 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] RT 3.6.4 poor query performance
You shouldn't have had to write a patch to fix the immense user drop down. I've created queues with matching groups and assigned the own ticket right to only the groups that correspond to each queue. The Everyone group only has CreateTicket on two public facing queues (all others are available for correspondence but not ticket creation), Priveleged Users has all the major rights which all users require across all queues and Unprivileged Users has only rights which customers would need to interact with a ticket. This has provide more than enough lock down to keep users created by spam out of our drop down. Mathew Ham MI-ID, Torsten Brumm wrote: Hi Mathew, Richard, I tried also this weekend to upgrade to 3.6.6 and gave it up yesterday evening (rolled back to 3.6.5). To your Problem: If you open the Search Builder menu, it takes a long time to build the page.?!? Have a loko into the owner dropdown menu. Did you find there more people as expacted? In my case i find a lot of people there, more than have the rights to own tickets in the queues. I have NOT SET the OwnTickets right globally And now it will be very strange at my Live systems (and test box too). Inside the owner dropdown, i find also NOT PRIVILEGDED USERS!!! OK, what i have tested: Logged in as normal user with rights to 3 Queues. This queues have per queue 5 people with the right to own a ticket here. (so i looked for 15 people inside the owner dropdown) but i got a list of round about several thousands!!! OK to fix it fast: Here is my diff to the /share/html/Search/Elements/PickBasics [EMAIL PROTECTED]:/opt/rt3/local/html/Search/Elements# diff /opt/rt3/local/html/Search/Elements/PickBasics /opt/rt3/share/html/Search/Elements/PickBasics 111,112c113 input name=ValueOfActor %# /Elements/SelectOwner, Name = ValueOfActor, ValueAttribute = 'Name' --- /Elements/SelectOwner, Name = ValueOfActor, ValueAttribute = 'Name' OK, it's replacing the SelectOwner Dropdown, which is not working well here with a noremal input box. This speeds up the Searchbuilder a lot! Btw. This Problem with the Owner Dropdown inside the searchbuilder we have since RT 3.4.x and it is not working well since this time. Hope this helps. Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne -Ursprüngliche Nachricht- Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Mathew Gesendet: Montag, 17. März 2008 11:06 An: Richard Ellis Cc: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] RT 3.6.4 poor query performance Well, in that case, I recommend witchcraft. ;) Mathew Richard Ellis wrote: Hi All, We have upgraded to 3.6.6 over the weekend and also run some optimisation against the database but performance is still very poor. I have looked at RTx::RightMatrix and Everyone definately does not have OwnTickets rights unless that is lying to me, which I doubt. I've used the tuning-primer.sh script to do some tuning and performance has improved somewhat, as query builder now only take 300 seconds average to load instead of 400, but it is still unusable which is frustrating the users. It's going to take another 36 hours before I can check how the optimisation is going. I couldn't get the MySQLTuner to run, but I'll take a look at the perl this week if I get a chance. If anyone else has any ideas at all, I'm open to suggestions, including witchcraft :) Richard -- Keep up with me and what I'm up to: http://theillien.blogspot.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 -- Keep up with me and what I'm up to: http://theillien.blogspot.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] RT 3.6.4 poor query performance
Hi Matthew, We have: Everyone: CreateTicket Privileged: CreateSavedSearch, EditSavedSearches, LoadSavedSearch, ShowSavedSearches Roles: Requestor: ReplyToTicket, ShowTicket The rest is done on a queue base. OK, if i have now 1 Queue and grant to this queue 1 Group the right to OwnTicket, then the dropdown must have the member of this group (from my logical understanding) and definitve NO UNPRIVILEGED USERS i think! Btw. We rolled back... Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne -Ursprüngliche Nachricht- Von: Mathew [mailto:[EMAIL PROTECTED] Gesendet: Montag, 17. März 2008 12:20 An: Ham MI-ID, Torsten Brumm Cc: Richard Ellis; rt-users@lists.bestpractical.com Betreff: Re: AW: [rt-users] RT 3.6.4 poor query performance You shouldn't have had to write a patch to fix the immense user drop down. I've created queues with matching groups and assigned the own ticket right to only the groups that correspond to each queue. The Everyone group only has CreateTicket on two public facing queues (all others are available for correspondence but not ticket creation), Priveleged Users has all the major rights which all users require across all queues and Unprivileged Users has only rights which customers would need to interact with a ticket. This has provide more than enough lock down to keep users created by spam out of our drop down. Mathew Ham MI-ID, Torsten Brumm wrote: Hi Mathew, Richard, I tried also this weekend to upgrade to 3.6.6 and gave it up yesterday evening (rolled back to 3.6.5). To your Problem: If you open the Search Builder menu, it takes a long time to build the page.?!? Have a loko into the owner dropdown menu. Did you find there more people as expacted? In my case i find a lot of people there, more than have the rights to own tickets in the queues. I have NOT SET the OwnTickets right globally And now it will be very strange at my Live systems (and test box too). Inside the owner dropdown, i find also NOT PRIVILEGDED USERS!!! OK, what i have tested: Logged in as normal user with rights to 3 Queues. This queues have per queue 5 people with the right to own a ticket here. (so i looked for 15 people inside the owner dropdown) but i got a list of round about several thousands!!! OK to fix it fast: Here is my diff to the /share/html/Search/Elements/PickBasics [EMAIL PROTECTED]:/opt/rt3/local/html/Search/Elements# diff /opt/rt3/local/html/Search/Elements/PickBasics /opt/rt3/share/html/Search/Elements/PickBasics 111,112c113 input name=ValueOfActor %# /Elements/SelectOwner, Name = ValueOfActor, ValueAttribute = 'Name' --- /Elements/SelectOwner, Name = ValueOfActor, ValueAttribute = 'Name' OK, it's replacing the SelectOwner Dropdown, which is not working well here with a noremal input box. This speeds up the Searchbuilder a lot! Btw. This Problem with the Owner Dropdown inside the searchbuilder we have since RT 3.4.x and it is not working well since this time. Hope this helps. Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne -Ursprüngliche Nachricht- Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Mathew Gesendet: Montag, 17. März 2008 11:06 An: Richard Ellis Cc: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] RT 3.6.4 poor query performance Well, in that case, I recommend witchcraft. ;) Mathew Richard Ellis wrote: Hi All, We have upgraded to 3.6.6 over the weekend and also run some optimisation against the database but performance is still very poor. I have looked at RTx::RightMatrix and Everyone definately does not have OwnTickets rights unless that is lying to me, which I doubt. I've used the tuning-primer.sh script to do some tuning and performance has improved somewhat, as query builder now only take 300 seconds average to load instead of 400, but it is still unusable which is frustrating the users. It's going to take another 36 hours before I can check how the optimisation is going. I couldn't get the MySQLTuner to run, but I'll take a look at the perl this week if I get a chance. If anyone else has any ideas at all, I'm open to suggestions, including witchcraft
Re: [rt-users] RT 3.6.4 poor query performance
We have Everyone: CreateTicket on two public facing queues Privileged: CommentOnTicket, CreateTicket, SeeQueue, ShowOutgoingEmail, ShowTicket, ShowTicketComments, Watch on all queues Unprivileged: CreateTicket, SeeQueue on one public facing queue (now that I think about it CreateTicket here seems redundant); ReplyToTicket, Watch on all queues. Individual groups: AssignCustomFields, ModifyTicket, OwnTicket, ReplyToTicket, StealTicket, TakeTicket on only their corresponding queues. Our unprivileged users need SeeQueue because we have a customer portal which requires it (we don't use the self-service interface). Mathew Ham MI-ID, Torsten Brumm wrote: Hi Matthew, We have: Everyone: CreateTicket Privileged: CreateSavedSearch, EditSavedSearches, LoadSavedSearch, ShowSavedSearches Roles: Requestor: ReplyToTicket, ShowTicket The rest is done on a queue base. OK, if i have now 1 Queue and grant to this queue 1 Group the right to OwnTicket, then the dropdown must have the member of this group (from my logical understanding) and definitve NO UNPRIVILEGED USERS i think! Btw. We rolled back... Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne -- Keep up with me and what I'm up to: http://theillien.blogspot.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] RT-Users Digest, Vol 48, Issue 42
David, When you do post this 'AD integration for dummies' would you be so kind as to send a link to me or email (even a rough copy is fine!) of your notes? I'm about to undertake the same thing and consider myself new to RT: We're running a test on it to see how well that it will work in our environment/organization and of course for user acceptance for those that would be working in it. We're currently using RT 3.4.5 on a test server and will migrate to 3.6.5 or 3.6.6 on a new server with full AD integration (easier to manually create the usernames for now) at some time in the reasonably near future, thus the great interest in making this work with the least amount of pain necessary. :) Many thanks! -Mike [EMAIL PROTECTED] wrote: Send RT-Users mailing list submissions to rt-users@lists.bestpractical.com To subscribe or unsubscribe via the World Wide Web, visit http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users or, via email, send a message with subject or body 'help' to [EMAIL PROTECTED] You can reach the person managing the list at [EMAIL PROTECTED] When replying, please edit your Subject line so it is more specific than Re: Contents of RT-Users digest... Today's Topics: 1. Re: mason_handler.fcgi and ErrorDocument 404 (Jesse Vincent) 2. RT 3.6.6 / LDAP (AD) set up (bkmail08) 3. Re: mason_handler.fcgi and ErrorDocument 404 (holland holland) 4. Re: mason_handler.fcgi and ErrorDocument 404 (Jesse Vincent) 5. Since upgrading to 3.6.6 can only set owner of ticket to nobody (Geoff Roberts) 6. Re: RT 3.6.6 / LDAP (AD) set up (Mike Peachey) 7. Re: RT 3.6.4 poor query performance (Richard Ellis) -- Message: 2 Date: Sun, 16 Mar 2008 10:31:43 -0700 (PDT) From: bkmail08 [EMAIL PROTECTED] Subject: [rt-users] RT 3.6.6 / LDAP (AD) set up To: rt-users@lists.bestpractical.com Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=us-ascii Hello, Does anyone know if a solution was posted to this specific thread (see below). If so could you please send me the link? I've googled and the same references keep popping up, but none of them seem to have the solution posted. I am working with RHEL5 server and W2003 AD; ldapsearch with -x gives me back correct info. If you have read this thread (below) before, I basically did everything this guy did and pretty much have the same issues. My errors in the logs are sparse: [Sun Mar 16 02:15:34 2008] [warning]: Transaction-Create couldn't, as you didn't specify an object type and id (/usr/lib/perl5/vendor_perl/5.8.8/RT/Record.pm:1486) [Sun Mar 16 02:15:34 2008] [error]: FAILED LOGIN for render from 172.29.9.3 (/usr/share/rt3/html/autohandler:251) thanks in advance -J. RE: RT 3.6.5 Setup / LDAP [In reply to] Hello, With the precious help of some members of the mailing list, first and foremost Edward Kovarski, we managed to get our RT 3.6.5 to run properly on our RHEL5 server along with LDAP authentication with a Windows 2003 ActiveDirectory. I'll try to post here and/or on the wiki pages a kind of RT3.6.5 LDAP for the Dummies (as I consider myself a RT Dummy) to sum up all the problems I faced and how those were sovled (most of the needed info is there in the mailing list, on the internet, in the forums and in the Wiki but some bits and direction where missing hence the troubles for a newby). I hope this way to contribute rather than be a simple consumer. If anybody is facing similar problems with a similar config, I'll gladly try to give a hand as some of us kindly did for me. yours, David ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales[at]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
[rt-users] Bounces back to tickets?
List, Emails coming from RT have a Return-Path of our postmaster, so bounced messages are sent there. Has anyone redirected these bounce messages back into RT to be added as comments/correspondence onto the related ticket? Any side-effects or issues that we should be wary of? Regards, Tom ___ 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] Fw: Moving RT to another Server
James,
I did what you suggested and made my httpd.conf file look like this
with one exception. I have to use the server IP address since my real
server is still in operation. So here is my current setting:
VirtualHost 172.31.6.213
AddDefaultCharset UTF-8
ErrorLog logs/rt_error_log
ServerAdmin [EMAIL PROTECTED]
ServerName 172.31.6.213
LoadModule fcgid_module modules/mod_fcgid.so
# Use FastCGI to process .fcg .fcgi .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the
same
IfModule !mod_fastcgi.c
AddHandler fcgid-script fcg fcgi fpl
/IfModule
# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm
# Main instance
Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/
/VirtualHost
I get the Almost there page but the html is messed up because I get
this at the start of the page:
/Elements/Header, Title=loc(RT at a glance), Refresh =
$session{'home_refresh_interval'}
I looked in my RT_SiteConfig.pm and made sure the IP address was there
not the rt.adphila.org since the rt.adphila.org server is still
running.
So I still have something misconfigured.
Since this is a New installation I think I am going to start over
with the RT install process and then see about moving the data unless
there is something simple I am missing.
John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!
[EMAIL PROTECTED] 3/14/2008 2:43:36 PM
John - don't worry about the Apache warning about the module for now.
You
also didn't make the necessary changes. You put some in, left others
out,
then left the old mod_perl stuff in place. Also, you didn't adjust
the
paths in the configs I sent you. Note that my path only had /opt/rt,
not
/opt/rt3. As for the warning, again, check the other configs in
/etc/httpd/conf.d and make sure the module isn't being loaded there.
To
double-check that the fcgi module isn't compiled into Apache (it
shouldn't
be if you installed via yum), just run the following command to see
what is
compiled in: httpd -l
Get rid of the 'Alias /rt3' statment, then replace the virtual host
stanza
with this:
VirtualHost 172.31.6.213
AddDefaultCharset UTF-8
ErrorLog logs/rt_error_log
ServerAdmin [EMAIL PROTECTED]
ServerName rt.adphila.org
LoadModule fcgid_module modules/mod_fcgid.so
# Use FastCGI to process .fcg .fcgi .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the
same
thing
IfModule !mod_fastcgi.c
AddHandler fcgid-script fcg fcgi fpl
/IfModule
# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm
# Main instance
Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/
/VirtualHost
James Moseley
John BORIS
[EMAIL PROTECTED]
rg
To
[EMAIL PROTECTED]
03/14/2008 01:03
cc
PM
Subject
Re: [rt-users] Moving RT to
another
Server
Nope. I still get the message.
Here is my httpd.conf where I made some changes.
Alias /rt3 /opt/rt3/share/html
VirtualHost 172.31.6.213
DocumentRoot /opt/rt3/share/html
AddDefaultCharset UTF-8
ErrorLog logs/rt_error_log
ServerAdmin [EMAIL PROTECTED]
ServerName rt.adphila.org
Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
PerlModule Apache::DBI
PerlRequire /opt/rt3/bin/webmux.pl
TransferLog logs/rt_access_log
DirectoryIndex index.html index.htm index.shtml
ScriptAlias /rt /opt/rt/bin/mason_handler.fcgi/
Directory /opt/rt3/share/html
Options FollowSymLinks ExecCGI
AllowOverride None
/Directory
ErrorLog logs/rt_error_log
Location /
SetHandler perl-script
Re: [rt-users] Fw: Moving RT to another Server
John, use the name of the new server (or whatever 172.31.6.213 resolves to)
in RT_SiteConfig. Also, any reason you are using a virtual host?
Lastly, I assume you are calling RT at the following URL:
http://172.31.6.213/rt/
James Moseley
John BORIS
[EMAIL PROTECTED]
rgTo
[EMAIL PROTECTED]
03/17/2008 08:22 cc
AMRT Users
rt-users@lists.bestpractical.com,
[EMAIL PROTECTED]
al.com
Subject
Re: Fw: [rt-users] Moving RT to
another Server
James,
I did what you suggested and made my httpd.conf file look like this
with one exception. I have to use the server IP address since my real
server is still in operation. So here is my current setting:
VirtualHost 172.31.6.213
AddDefaultCharset UTF-8
ErrorLog logs/rt_error_log
ServerAdmin [EMAIL PROTECTED]
ServerName 172.31.6.213
LoadModule fcgid_module modules/mod_fcgid.so
# Use FastCGI to process .fcg .fcgi .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the
same
IfModule !mod_fastcgi.c
AddHandler fcgid-script fcg fcgi fpl
/IfModule
# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm
# Main instance
Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/
/VirtualHost
I get the Almost there page but the html is messed up because I get
this at the start of the page:
/Elements/Header, Title=loc(RT at a glance), Refresh =
$session{'home_refresh_interval'}
I looked in my RT_SiteConfig.pm and made sure the IP address was there
not the rt.adphila.org since the rt.adphila.org server is still
running.
So I still have something misconfigured.
Since this is a New installation I think I am going to start over
with the RT install process and then see about moving the data unless
there is something simple I am missing.
John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!
[EMAIL PROTECTED] 3/14/2008 2:43:36 PM
John - don't worry about the Apache warning about the module for now.
You
also didn't make the necessary changes. You put some in, left others
out,
then left the old mod_perl stuff in place. Also, you didn't adjust
the
paths in the configs I sent you. Note that my path only had /opt/rt,
not
/opt/rt3. As for the warning, again, check the other configs in
/etc/httpd/conf.d and make sure the module isn't being loaded there.
To
double-check that the fcgi module isn't compiled into Apache (it
shouldn't
be if you installed via yum), just run the following command to see
what is
compiled in: httpd -l
Get rid of the 'Alias /rt3' statment, then replace the virtual host
stanza
with this:
VirtualHost 172.31.6.213
AddDefaultCharset UTF-8
ErrorLog logs/rt_error_log
ServerAdmin [EMAIL PROTECTED]
ServerName rt.adphila.org
LoadModule fcgid_module modules/mod_fcgid.so
# Use FastCGI to process .fcg .fcgi .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the
same
thing
IfModule !mod_fastcgi.c
AddHandler fcgid-script fcg fcgi fpl
/IfModule
# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm
# Main instance
Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/
/VirtualHost
James Moseley
John BORIS
[EMAIL PROTECTED]
rg
To
[EMAIL PROTECTED]
03/14/2008 01:03
cc
PM
Subject
Re: [rt-users] Moving RT to
another
Server
Nope. I still get the message.
Here is my httpd.conf where I made some
Re: [rt-users] Bounces back to tickets?
On Mar 17, 2008, at 8:22 AM, Tom Lanyon wrote: Has anyone redirected these bounce messages back into RT to be added as comments/correspondence onto the related ticket? Any side-effects or issues that we should be wary of? http://rt.bestpractical.com/view/RtBounceHandler Latest version attached here. rtbouncehandler Description: Binary data ___ 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] Fw: Moving RT to another Server
I did set the RT_SiteConfig variable to my IP address.
I am calling RT to http://172.31.6.213/
This server is multihomed. I have a limited budget here so any server
does more then single duty. Also the systems don't get much work. My
trouble tickets have decreased over the years to about two or three a
day.
I did a call to http://172.31.6.213/rt/
and got an Internal Server error
This error comes when I restart the httpd daemon
BEGIN failed--compilation aborted at /usr/lib/perl5/5.8.8/CGI/Fast.pm
line 22.
Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line
57.
And this one comes when I try to connect.
[Mon Mar 17 10:36:52 2008] [notice] mod_fcgid: process
/opt/rt3/bin/mason_handler.fcgi(29612) exit(communication error),
terminated by calling exit(), return code: 2
John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!
[EMAIL PROTECTED] 3/17/2008 9:35:59 AM
John, use the name of the new server (or whatever 172.31.6.213 resolves
to)
in RT_SiteConfig. Also, any reason you are using a virtual host?
Lastly, I assume you are calling RT at the following URL:
http://172.31.6.213/rt/
James Moseley
John BORIS
[EMAIL PROTECTED]
rg
To
[EMAIL PROTECTED]
03/17/2008 08:22
cc
AMRT Users
rt-users@lists.bestpractical.com,
[EMAIL PROTECTED]
al.com
Subject
Re: Fw: [rt-users] Moving RT to
another Server
James,
I did what you suggested and made my httpd.conf file look like this
with one exception. I have to use the server IP address since my real
server is still in operation. So here is my current setting:
VirtualHost 172.31.6.213
AddDefaultCharset UTF-8
ErrorLog logs/rt_error_log
ServerAdmin [EMAIL PROTECTED]
ServerName 172.31.6.213
LoadModule fcgid_module modules/mod_fcgid.so
# Use FastCGI to process .fcg .fcgi .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the
same
IfModule !mod_fastcgi.c
AddHandler fcgid-script fcg fcgi fpl
/IfModule
# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm
# Main instance
Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/
/VirtualHost
I get the Almost there page but the html is messed up because I get
this at the start of the page:
/Elements/Header, Title=loc(RT at a glance), Refresh =
$session{'home_refresh_interval'}
I looked in my RT_SiteConfig.pm and made sure the IP address was there
not the rt.adphila.org since the rt.adphila.org server is still
running.
So I still have something misconfigured.
Since this is a New installation I think I am going to start over
with the RT install process and then see about moving the data unless
there is something simple I am missing.
John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!
[EMAIL PROTECTED] 3/14/2008 2:43:36 PM
John - don't worry about the Apache warning about the module for now.
You
also didn't make the necessary changes. You put some in, left others
out,
then left the old mod_perl stuff in place. Also, you didn't adjust
the
paths in the configs I sent you. Note that my path only had /opt/rt,
not
/opt/rt3. As for the warning, again, check the other configs in
/etc/httpd/conf.d and make sure the module isn't being loaded there.
To
double-check that the fcgi module isn't compiled into Apache (it
shouldn't
be if you installed via yum), just run the following command to see
what is
compiled in: httpd -l
Get rid of the 'Alias /rt3' statment, then replace the virtual host
stanza
with this:
VirtualHost 172.31.6.213
Re: [rt-users] RT 3.6.4 poor query performance
On Mar 17, 2008, at 8:29 AM, Richard Ellis wrote: Hi Guys, I'm seeing the same thing. A lot more users in that dropdown than should be there. Richard, I'd like to help get to the bottom of this. Can you send the output of: SELECT * from ACL where RightName = 'OwnTicket' 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] Fw: Moving RT to another Server
You defintitely need to be calling it via http://172.31.6.213/rt/
As to your other errors, those are definitely problems. Did you install RT
via source or yum repository? Either way, have you done a 'make testdeps'
in the source directory to ensure all the Perl modules have been installed?
James Moseley
John BORIS
[EMAIL PROTECTED]
rgTo
[EMAIL PROTECTED]
03/17/2008 09:41 cc
AMRT Users
rt-users@lists.bestpractical.com,
[EMAIL PROTECTED]
al.com
Subject
Re: Fw: [rt-users] Moving RT to
another Server
I did set the RT_SiteConfig variable to my IP address.
I am calling RT to http://172.31.6.213/
This server is multihomed. I have a limited budget here so any server
does more then single duty. Also the systems don't get much work. My
trouble tickets have decreased over the years to about two or three a
day.
I did a call to http://172.31.6.213/rt/
and got an Internal Server error
This error comes when I restart the httpd daemon
BEGIN failed--compilation aborted at /usr/lib/perl5/5.8.8/CGI/Fast.pm
line 22.
Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line
57.
And this one comes when I try to connect.
[Mon Mar 17 10:36:52 2008] [notice] mod_fcgid: process
/opt/rt3/bin/mason_handler.fcgi(29612) exit(communication error),
terminated by calling exit(), return code: 2
John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!
[EMAIL PROTECTED] 3/17/2008 9:35:59 AM
John, use the name of the new server (or whatever 172.31.6.213 resolves
to)
in RT_SiteConfig. Also, any reason you are using a virtual host?
Lastly, I assume you are calling RT at the following URL:
http://172.31.6.213/rt/
James Moseley
John BORIS
[EMAIL PROTECTED]
rg
To
[EMAIL PROTECTED]
03/17/2008 08:22
cc
AMRT Users
rt-users@lists.bestpractical.com,
[EMAIL PROTECTED]
al.com
Subject
Re: Fw: [rt-users] Moving RT to
another Server
James,
I did what you suggested and made my httpd.conf file look like this
with one exception. I have to use the server IP address since my real
server is still in operation. So here is my current setting:
VirtualHost 172.31.6.213
AddDefaultCharset UTF-8
ErrorLog logs/rt_error_log
ServerAdmin [EMAIL PROTECTED]
ServerName 172.31.6.213
LoadModule fcgid_module modules/mod_fcgid.so
# Use FastCGI to process .fcg .fcgi .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the
same
IfModule !mod_fastcgi.c
AddHandler fcgid-script fcg fcgi fpl
/IfModule
# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm
# Main instance
Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/
/VirtualHost
I get the Almost there page but the html is messed up because I get
this at the start of the page:
/Elements/Header, Title=loc(RT at a glance), Refresh =
$session{'home_refresh_interval'}
I looked in my RT_SiteConfig.pm and made sure the IP address was there
not the rt.adphila.org since the rt.adphila.org server is still
running.
So I still have something misconfigured.
Since this is a New installation I think I am going to start over
with the RT install process and then see about moving the data unless
there is something simple I am missing.
John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming
Re: [rt-users] Scrip question and how to debug?
Vivek:
Looking at log output made me realize that $Owner does not contain the
name of the owner. Where is the actual owner name stored as a string? I
want to compare that string to Nobody. This seems like it should be
fairly simple but I don't understand enough about how RT works
internally to figure that out.
my $admincclist = $self-TicketObj-AdminCc;
my $Owner = $self-TicketObj-OwnerObj;
if ( $Owner-Id ne Nobody){
$admincclist-AddMember($Owner-Id);
}
Vivek Khera wrote:
On Mar 14, 2008, at 2:25 PM, John Arends wrote:
Second, is there a good way to debug scrips? I feel like I'm just
feeling around in the dark and don't know how to tell if they're
really
working, or what the contents of variables are, etc. If I was writing
sprinkle your scrip with lines like this:
$RT::Logger-error(Got a create transacation...);
and look in your RT logfile.
___
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] RT 3.6.4 poor query performance
On Mar 17, 2008, at 11:48 AM, Richard Ellis wrote: Hi Jesse, Ok. Next up: select * from ACL, CachedGroupMembers, Groups where ACL.RightName = 'OwnTicket' and ACL.PrincipalId = Groups.id and Groups.id = CachedGroupMembers.GroupId and (CachedGroupMembers.MemberId = '3' or CachedGroupMembers.MemberId = '5'); (The 3 and 5 there should be reasonably stable across RT instances. They should correspond to these rows from Groups | 3 | | Pseudogroup for internal use | SystemInternal | Everyone |0 | | 5 | | Pseudogroup for internal use | SystemInternal | Unprivileged |0 | 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] RT 3.6.4 poor query performance
On Mon, Mar 17, 2008 at 04:08:52PM +, Richard Ellis wrote: ok, that doesn't look good mysql select * from ACL, CachedGroupMembers, Groups where ACL.RightName = 'OwnTicket' and ACL.PrincipalId = Groups.id and Groups.id = CachedGroupMembers.GroupId and (CachedGroupMembers.MemberId = '3' or CachedGroupMembers.MemberId = '5'); Empty set (0.04 sec) Looks good for you, not for me ;) That means that my trivial fix isn't going to catch it. Next: SELECT * from ACL, CachedGroupMembers, Groups where ACL.RightName = 'OwnTicket' and ACL.PrincipalId = Groups.id and Groups.id = CachedGroupMembers.GroupId; This will generate a _lot_ of data. Probably best not to CC the list on the full response. ___ 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] RT 3.6.4 poor query performance
Hi Jesse, That's worrying because according to the master list of users I have, their should only be 88 users who have permissions to own tickets. Thats probably not the cause of the performance issue though, so I'll shelve that for now to look at later. I'll turn slow queries on now and send results tomorrow. Rik Jesse Vincent wrote: On Mar 17, 2008, at 12:26 PM, Richard Ellis wrote: mysql SELECT * from ACL, CachedGroupMembers, Groups where ACL.RightName = 'OwnTicket' and ACL.PrincipalId = Groups.id and Groups.id = CachedGroupMembers.GroupId; Ok. Those results tell me there should be 290 names in your SelectOwner drop down. (That's a lot, but not enough that you should see 400s perf ;) Do you have mysql logging slow queries? If not, can you? -- Sun.com http://www.sun.com * Richard Ellis * Technical Developer, .Sun eBusiness *Sun Microsystems, Inc.* Phone x(70) 24727/+44-1252-424 727 Fax +44 1252 420410 Email [EMAIL PROTECTED] sun.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] Scrip question and how to debug?
You compare owner-id with nobody string?!? Nobody id is 10 compare owner id
with nobody id could work.
Torsten
Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.),
Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark
Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht:
Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft:
Kühne Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat:
Klaus-Michael Kühne
-Original Message-
From: [EMAIL PROTECTED] [EMAIL PROTECTED]
To: Vivek Khera [EMAIL PROTECTED]
CC: RT Users rt-users@lists.bestpractical.com
Sent: Mon Mar 17 16:19:10 2008
Subject: Re: [rt-users] Scrip question and how to debug?
Vivek:
Looking at log output made me realize that $Owner does not contain the
name of the owner. Where is the actual owner name stored as a string? I
want to compare that string to Nobody. This seems like it should be
fairly simple but I don't understand enough about how RT works
internally to figure that out.
my $admincclist = $self-TicketObj-AdminCc;
my $Owner = $self-TicketObj-OwnerObj;
if ( $Owner-Id ne Nobody){
$admincclist-AddMember($Owner-Id);
}
Vivek Khera wrote:
On Mar 14, 2008, at 2:25 PM, John Arends wrote:
Second, is there a good way to debug scrips? I feel like I'm just
feeling around in the dark and don't know how to tell if they're
really
working, or what the contents of variables are, etc. If I was writing
sprinkle your scrip with lines like this:
$RT::Logger-error(Got a create transacation...);
and look in your RT logfile.
___
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] RT 3.6.4 poor query performance
Mathew, You mentioned needing SeeQueue for Unprivileged users and you already have it for Privileged users. Why not grant CreateTicket, SeeQueue Globally for Everyone (saves redundant granting) and ShowTicket Globally for Requestors? That way any requestor can always See their ticket and everyone can Create one in the Queue of their choice. Then Grant ReplyToTicket on a Queue level to the groups that support each particular Queue. I'm of the opinion that there is so much redundant Granting of privileges out there without realizing that it makes it difficult to know why queries are taking so long. Yet, these redundant privileges are slowing down the system cause so many users have rights they weren't meant to have. Just a thought. Kenn LBNL On 3/17/2008 4:37 AM, Mathew wrote: We have Everyone: CreateTicket on two public facing queues Privileged: CommentOnTicket, CreateTicket, SeeQueue, ShowOutgoingEmail, ShowTicket, ShowTicketComments, Watch on all queues Unprivileged: CreateTicket, SeeQueue on one public facing queue (now that I think about it CreateTicket here seems redundant); ReplyToTicket, Watch on all queues. Individual groups: AssignCustomFields, ModifyTicket, OwnTicket, ReplyToTicket, StealTicket, TakeTicket on only their corresponding queues. Our unprivileged users need SeeQueue because we have a customer portal which requires it (we don't use the self-service interface). Mathew Ham MI-ID, Torsten Brumm wrote: Hi Matthew, We have: Everyone: CreateTicket Privileged: CreateSavedSearch, EditSavedSearches, LoadSavedSearch, ShowSavedSearches Roles: Requestor: ReplyToTicket, ShowTicket The rest is done on a queue base. OK, if i have now 1 Queue and grant to this queue 1 Group the right to OwnTicket, then the dropdown must have the member of this group (from my logical understanding) and definitve NO UNPRIVILEGED USERS i think! Btw. We rolled back... Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne ___ 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] Query builder error
Hi, folks. Can anyone give me a steer on this issue: I'm using the query builder to create a search, Requester Email contains PRB123. When I try to search on it, I'm getting the error message Unknown field: Requestor.EmailAddress. This happens when I try to search onother Requester attributes also. ___ 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 question and how to debug?
$Owner-Name was what I was looking for. I'll have to post my scrip so
other people can figure out what is going on.
John Arends wrote:
Vivek:
Looking at log output made me realize that $Owner does not contain the
name of the owner. Where is the actual owner name stored as a string? I
want to compare that string to Nobody. This seems like it should be
fairly simple but I don't understand enough about how RT works
internally to figure that out.
my $admincclist = $self-TicketObj-AdminCc;
my $Owner = $self-TicketObj-OwnerObj;
if ( $Owner-Id ne Nobody){
$admincclist-AddMember($Owner-Id);
}
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[rt-users] Upgrade Oracle to 10g r2
To all, Does anyone know if there is an RT problem related to upgrading Oracle DB to 10g r2? We're running 3.6.4 and planning to do that but I wanted to see if that would cause any RT problems. Thanks in advance. Kenn LBNL ___ 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] Upgrade Oracle to 10g r2
Kenneth Crocker wrote: To all, Does anyone know if there is an RT problem related to upgrading Oracle DB to 10g r2? We're running 3.6.4 and planning to do that but I wanted to see if that would cause any RT problems. Thanks in advance. I have been running RT on Oracle XE, not quite the full blown 10g, but close enough and haven't had a problem in about 2 years? I think I started out with RT-3.4.5 but not quite sure about that. Hope this helps you making the move else let me know if I can help in any way. Joop ___ 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] Upgrade Oracle to 10g r2
On 3/17/2008 2:40 PM, Kenneth Crocker wrote: Does anyone know if there is an RT problem related to upgrading Oracle DB to 10g r2? We're running 3.6.4 and planning to do that but I wanted to see if that would cause any RT problems. Thanks in advance. I'm running RT on systems with 10.2.0.3.0 with only one problem: sorting queries on CFs and non-CFs returns a count but no actual tickets. From what I've seen it's probably an Oracle-only issue, but whether it's a problem in RT or Oracle itself I don't know. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] Upgrade Oracle to 10g r2
Joop, Kool. Thanks. What version are you on now? Kenn LBNL On 3/17/2008 12:37 PM, Joop van de Wege wrote: Kenneth Crocker wrote: To all, Does anyone know if there is an RT problem related to upgrading Oracle DB to 10g r2? We're running 3.6.4 and planning to do that but I wanted to see if that would cause any RT problems. Thanks in advance. I have been running RT on Oracle XE, not quite the full blown 10g, but close enough and haven't had a problem in about 2 years? I think I started out with RT-3.4.5 but not quite sure about that. Hope this helps you making the move else let me know if I can help in any way. Joop ___ 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] Upgrade Oracle to 10g r2
At Monday 3/17/2008 03:43 PM, Joe Casadonte wrote: On 3/17/2008 2:40 PM, Kenneth Crocker wrote: Does anyone know if there is an RT problem related to upgrading Oracle DB to 10g r2? We're running 3.6.4 and planning to do that but I wanted to see if that would cause any RT problems. Thanks in advance. I'm running RT on systems with 10.2.0.3.0 with only one problem: sorting queries on CFs and non-CFs returns a count but no actual tickets. From what I've seen it's probably an Oracle-only issue, but whether it's a problem in RT or Oracle itself I don't know. Joe, Do you see anything in the RT log? We've had this symptom when using Oracle-specific sql functions against a mysql database. The RT log revealed the problem in our case. 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] Upgrade Oracle to 10g r2
Joe, Thanks. Good to know. Kenn LBNL On 3/17/2008 12:43 PM, Joe Casadonte wrote: On 3/17/2008 2:40 PM, Kenneth Crocker wrote: Does anyone know if there is an RT problem related to upgrading Oracle DB to 10g r2? We're running 3.6.4 and planning to do that but I wanted to see if that would cause any RT problems. Thanks in advance. I'm running RT on systems with 10.2.0.3.0 with only one problem: sorting queries on CFs and non-CFs returns a count but no actual tickets. From what I've seen it's probably an Oracle-only issue, but whether it's a problem in RT or Oracle itself I don't know. ___ 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] User ID in a script?
I wrote a quick perl script that outputs a bunch of information about
all the users in my RT instance. I noticed that the ID numbers are all
over the place. One of my early users was created with an ID of 22, and
then the next user has an ID of 29, and then the next one is somewhere
in the mid 80s.
Does every object RT creates get a unique ID and when a user is created
it just gets the next one?
In my perl script, I want to loop through all the users so I can print
the infor for each one. Since this was a quick hack I just went through
the numbers 1 through 1000. Is there something built in that allows me
to do this in a more direct way? I don't want to loop until there is no
data since it seems like the ID numbes are all over the place.
#!/usr/bin/perl
use warnings;
use lib '/usr/lib/perl5/vendor_perl/5.8.5/RT';
use RT::Interface::CLI;
use RT::Ticket;
use RT::User;
RT::LoadConfig();
RT::Init();
for ($count=1; $count1000; $count++)
{
my $user = RT::User-new( $RT::SystemUser );
$user-Load( $count );
if ( $user-Name){
print $user-RealName . . $user-Name . .
$user-EmailAddress
. . $user-id . . $user-Privileged . \n;
}
}
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Re: [rt-users] Upgrade Oracle to 10g r2
On 3/17/2008 3:54 PM, Stephen Turner wrote: Do you see anything in the RT log? We've had this symptom when using Oracle-specific sql functions against a mysql database. The RT log revealed the problem in our case. It's been a long time since I've looked into this. I remember capturing the SQL for it, but I don't recall if it displayed the same symptoms in SQL*Plus as it did in RT. I've a new DBA now, so I'll get him to look into it sometime this week. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] Bounces back to tickets?
On 18/03/2008, at 12:28 AM, Vivek Khera wrote: On Mar 17, 2008, at 8:22 AM, Tom Lanyon wrote: Has anyone redirected these bounce messages back into RT to be added as comments/correspondence onto the related ticket? Any side-effects or issues that we should be wary of? http://rt.bestpractical.com/view/RtBounceHandler Latest version attached here. Perfect, that will save me writing one. :) Thanks. ___ 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] Ability to attach RTFM article at ticket creation
Hello, Is there a way to attach an RTFM article at the time of ticket creation via the web interface? I see that when we are replying only we can use RTFM. We are using the web interface to create a ticket (kind of like an incident report) to notify partners and customers. And then they can respond to the ticket. I figure this is not a common way to use RTFM but I was wondering if anyone out there has done something like this. -Paul Choi Plaxo, Inc. ___ 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] User ID in a script?
Hi John,
You can use this script as a starting point to loop through all your users:
#!/usr/bin/perl -w
### External libraries ###
use strict;
### Modify the next line to fit your installation
use lib (/opt/local/software/rt-3.6.3/lib);
package RT;
use RT::Interface::CLI qw(CleanEnv loc);
use RT::Users;
CleanEnv();
RT::LoadConfig();
RT::Init();
my $users = new RT::Users($RT::SystemUser);
$users-order_by(VALUE = 'Id');
Loop through users
while ( my $User = $users-Next ) {
print sprintf(UserID: %s, RealName: %s\n,
$User-Id(), $User-RealName());
}
Regards,
Gene
At 01:50 PM 3/17/2008, John Arends wrote:
I wrote a quick perl script that outputs a bunch of information about
all the users in my RT instance. I noticed that the ID numbers are all
over the place. One of my early users was created with an ID of 22, and
then the next user has an ID of 29, and then the next one is somewhere
in the mid 80s.
Does every object RT creates get a unique ID and when a user is created
it just gets the next one?
In my perl script, I want to loop through all the users so I can print
the infor for each one. Since this was a quick hack I just went through
the numbers 1 through 1000. Is there something built in that allows me
to do this in a more direct way? I don't want to loop until there is no
data since it seems like the ID numbes are all over the place.
#!/usr/bin/perl
use warnings;
use lib '/usr/lib/perl5/vendor_perl/5.8.5/RT';
use RT::Interface::CLI;
use RT::Ticket;
use RT::User;
RT::LoadConfig();
RT::Init();
for ($count=1; $count1000; $count++)
{
my $user = RT::User-new( $RT::SystemUser );
$user-Load( $count );
if ( $user-Name){
print $user-RealName . . $user-Name . .
$user-EmailAddress
. . $user-id . . $user-Privileged . \n;
}
}
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--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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Re: [rt-users] Since upgrading to 3.6.6 can only set owner of ticket tonobody
Hi Ton/Jesse, On Mon, 17 Mar 2008 09:36:48 pm you wrote: Check your Perl module dependencies. I had the same problem and it turned out that perl-DBIx-SearchBuilder needed and update to the latest version. Download the src tar.gz and do a 'configure' 'make testdeps' to see if you are missing modules required. You are both correct. It was the DBIx-SearchBuilder module that was causing the problem. Thanks and kind regards, Geoff ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.6.6 / LDAP (AD) set up
Hi Mike, It would seem that you do not have your logging level set to debug -- that would certainly help by printing out more information. I have debug enabled: Set($LogToFileNamed, /var/log/rt3/rt.log); Set($LogToFile, 'debug'); in RT_SiteConfig.pm -- is there another place I should enable it? If you have the opportunity to drop into #rt on irc.perl.org during UK office hours, I may be able to help you interactively. I'll see if this is possible -- I am in the US (EST) thanks, Janice Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs ___ 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
