Re: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5)
Final update on this (I hope): Friday evening, I reinstalled DBIx-SearchBuilder and DBD-Oracle and RT has been responding flawlessly since. Confusing... hope it sticks. -CK -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Charles Kugelman Sent: Wednesday, April 08, 2009 4:04 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5) Thanks for your response Jesse. The answer that I received from the guy who manages the VM is as follows: Snapshots are created for the backup process but they are removed immediately after it is finished I've confirmed that the issue is reproducible by simply letting RT sit for a couple of hours, untouched (no connections to the front end). We tried lowering the memory to 768MB and the issue is still present; so we bumped it back to 2GB. Any other ideas? Should we be entertaining the idea of moving this off of a VM? -CK -Original Message- From: Jesse Vincent [mailto:je...@bestpractical.com] Sent: Tuesday, April 07, 2009 4:22 PM To: Charles Kugelman Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5) On Tue, Apr 07, 2009 at 03:58:35PM -0400, Charles Kugelman wrote: Joop, Thanks for the response. In fact we just bumped the VM to 2GB to see if that might help the performance issue, it did not. We'll give your suggestion a shot and report back. Out of curiosity, do you have snapshots on the VM your oracle database is on? Thanks again! -CK -Original Message- From: Joop van de Wege [mailto:joopvandew...@mococo.nl] Sent: Tuesday, April 07, 2009 3:45 PM To: Charles Kugelman Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5) Charles Kugelman wrote: Ken, Thanks for the response. The problem in fact presents itself even before we get to that point (the home page). Essentially, it's the login page where we see the problem. We come in (in the morning, after RT has been sitting all night with no activity) and open our browsers and we're not presented with the login page, but instead just a white page which proceeds to load for 20 minutes before we're finally prompted for login. As noted, jamming the F5 button several times will nudge the login page to appear instantly. CPU util is nearly nothing all the time on this VM, as well. That might be your problem, together with something you'll probably find hard to believe. Our setup is more or less the same, Oracle XE together with RT-3.8.2 on Ubuntu in a VM running on VMware server 1.0x and also using 1Gb of memory and that I have found is a breakpoint in performance. Using only 786Mb of memory will yield a far more responsive system in the morning, especially monday morning, than the 1Gb VM. Our test instance is even worse then that. Apaches weekly logrotate, cronjob, will cause Apache to not restart. A tell tale sign that your VM has gone to 'sleep' is to ssh into it. You'll see terrible connection time whereas if you have been using the VM a while it will connect in an instant. Maybe this helps you narrow it down, Joop ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] passing values on ticket create
I would like to know if there is a way to pass a custom field value on ticket create. We have a internal billing system and one of the buttons is for a new ticket. I want to pass the customers account number as a custom field value to the create screen in RT. What is the best way to accomplish this... Thanks. -- Kelly PRescott ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] passing values on ticket create
presc...@wcoil.com wrote: I would like to know if there is a way to pass a custom field value on ticket create. We have a internal billing system and one of the buttons is for a new ticket. I want to pass the customers account number as a custom field value to the create screen in RT. What is the best way to accomplish this... Use the REST interface rather than POSTing to the web interface. That's what its for (and you can easily set custom fields that way). The web interface may change with an upgrade, breaking your code; the REST interface will not. See http://wiki.bestpractical.com/view/REST There are REST client convenience libraries for perl (RT::Client::REST on CPAN) and ruby (rt-client gem on rubyforge), or you can roll your own directly to the REST interface fairly easily. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Odd Performance Trouble
Hi Everyone, Just recently, well the last month or so we have been having trouble with RT. I think it is a database related problem but am unsure where to go. When loading Tickets we get to wait times of some 14seconds or so and the whole interface for other users also slows to a crawl. At these times apache is freaking out and consumes most of the CPU also. I thought it may have been the indexes on the attachments table being dis-organised so I optimised all tables in the database. Our attachments table is some 3gig at the moment and now I am totally at a loss... Any ideas what could cause this, mysql is complaining about any queries that hit the attachments table which is why I started there. *Regards,* *Aaron Guise 027 212 6638 aa...@guise.net.nz * ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Custom Fields Periodically not working
Hi we recently upgraded from 3.4.5 to 3.8.2. At the same time I updated to Extract Custom Fields 2.0. We use a webform which validates an email generation to a queue. The form has not changed. In some tickets we will not have any custom fields loaded. The emails that create them visually look the same. Here is an example record from the Custom Field template: Description|body|Description:\s*(.+)\s*| I see that there are 2 options that are omitted, the parsing command and the final q or * option. Is there some reason that we could visually see the fields but they do not apply on seemingly random tickets? Does this have anything to do with MIME attachments? Any help greatly appreciated! -Tim Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged. If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited. Please reply to the sender that you have received the message in error, then delete it. Thank you. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] What happens to incoming email if apache/mysql is down?
Incoming email to supp...@blah, which is routed via procmail to check for spam. If it passes that, procmail does /opt/rt3/bin/rt-mailgate --queue support --action comment --url http://localhost/ At that time, if the httpd or the mysqld is down, is the email lost? I'm guessing it is, as I don't see an obvious return value to pass back to sendmail that says delivery failed and to queue it up to try again. Is there a way to lessen the impact of httpd being down, or if httpd is up but mysqld is down? PH -- Paul Hirose : pthir...@ucdavis.edu : Sysadm Motto: rm -fr /MyLife 1034 Academic Surge : Programmer/Analyst : Backup Motto : rm -fr / One Shields Avenue : Voice (530) 752-7181 : Robot, n.: Univ. Admin Davis, CA 95616-8770 : Fax (530) 752-4465 : rec.pets.cat.anecdotes ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] What happens to incoming email if apache/mysql is down?
On Mon, Apr 13, 2009 at 17:44, Paul Hirose pthir...@ucdavis.edu wrote: Incoming email to supp...@blah, which is routed via procmail to check for spam. If it passes that, procmail does /opt/rt3/bin/rt-mailgate --queue support --action comment --url http://localhost/ At that time, if the httpd or the mysqld is down, is the email lost? I'm guessing it is, as I don't see an obvious return value to pass back to sendmail that says delivery failed and to queue it up to try again. Depends on your set-up. Generally it will bounce. If you're running postfix, and this is a concern, you can turn errors into soft-bounces for later recovery. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
