Re: [rt-users] User Database empty?
Max Bern wrote: I think the reason why the 'make' commands do not work to install 3.8.8 is that CentOS doesn't use that command. The big problem here is that we are trying to install RT on a remote CentOS box with only the terminal to work with. We have been trying to install RT on this box for the entire week, have gotten nothing but problems, and now we are hopelessly confused. If someone could point me to an install tutorial for CentOS5 and RT 3.8.8 it would make my week. As Thomas already told you need to get started by downloading the source tar.gz from bestpractical.com Then you'll need to make sure that you have a working compiler (gcc) + assorted utilities to compile all needed modules (make and friends). A normal Centos install should these have installed but you can check with: yum info gcc make binutils The output is info per package and the line with Repo in it should read 'Installed' and maybe there is also a Repo: base then that means there is a update available in the repository 'base'. Then read the README again and start. cd into the unpacked source directory Make sure you add the correct parameters to you're configure command, do: ./configure --help to see all possibilities fix any problems spotted by configure if needed. make testdeps ( this will spit out a whole set of missing perl modules) fix this with: make fixdeps This will pull in all needed CPAN modules BUT beware that for some perl modules you'll need to have the underlying developer headers and libraries so install those with yum install abc-devel if needed. One example is GD. If all goes well you'll end up with all modules installed. Edit /opt/rt3/etc/RT_SiteConfig.pm to your needs Edit httpd.conf to your needs start httpd, login to RT Thats about how I do it myself (using Centos5 and RT and Oracle) Regards, Joop Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] CommandbyMail - CustomFields - Can't get $queue->TicketCustomFields;
So I never enter this while loop. If I run a script outside of RT it works
my $custom_fields = $queue->TicketCustomFields;
while ( my $cf = $custom_fields->Next ) {
$RT::Logger->error( "HORRAY" );
my %tmp = _ParseAdditiveCommand( \%cmds, 0, "CustomField{".
$cf->Name ."}" );
next unless keys %tmp;
$create_args{ 'CustomField-' . $cf->id } = [
_CompileAdditiveForCreate(%tmp) ];
}
###
perl script that works using same user
###
use RT;
use RT::Queues;
use RT::Queue;
use RT::Interface::CLI qw(CleanEnv GetCurrentUser);
use RT::Tickets;
use Data::Dumper;
RT::LoadConfig();
RT::Init();
my $current_user = GetCurrentUser('user' );
#print Dumper $current_user;
my $queue = new RT::Queue($current_user);
my $queue_id = 15;
$queue->Load($queue_id);
my $custom_fields = $queue->TicketCustomFields;
#print Dumper $custom_fields;
while ( my $cf = $custom_fields->Next ) {
print Dumper $cf;
}
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Re: [rt-users] New install of RT3.8.8 - 64bit?
32bit systems cannot address more than 4GB memory so go with 64bit so you don't find yourself needing to reinstall the O.S in a year or 2 because you need more RAM. IMHO of course. Regards Ronald Sent via my BlackBerry from Vodacom - let your email find you! -Original Message- From: Joseph Spenner Sender: rt-users-boun...@lists.bestpractical.com Date: Thu, 22 Jul 2010 15:09:45 To: Subject: [rt-users] New install of RT3.8.8 - 64bit? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] New install of RT3.8.8 - 64bit?
I'm about to build a new RT3, latest greatest 3.8.8. My plan is to use CentOS 5.4. Is there any advantage (disadvantage?) to using 64bit OS? I can use 32bit or 64bit, but want to use whatever would be best and/or least problematic. Thanks! If life gives you lemons, keep them-- because hey.. free lemons. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] User Database empty?
I think the reason why the 'make' commands do not work to install 3.8.8 is that CentOS doesn't use that command. The big problem here is that we are trying to install RT on a remote CentOS box with only the terminal to work with. We have been trying to install RT on this box for the entire week, have gotten nothing but problems, and now we are hopelessly confused. If someone could point me to an install tutorial for CentOS5 and RT 3.8.8 it would make my week. Thanks everyone, so much. Max Bern From: Peter Murfitt To: rt-users@lists.bestpractical.com Sent: Thu, July 22, 2010 2:51:32 PM Subject: Re: [rt-users] User Database empty? Just to give you a help with the permissions - using that tool, as far as I'm aware, uses the user/password and database details as per the /opt/rt3/etc/RT_SiteConfig.pm file (though I'm writing this from memory from when I last installed), you might wish to double check the information in that is what you're expecting it to be in order to initialise the database. Peter On 22 Jul 2010, at 22:46, Max Bern wrote: I wiped the database as per Thomas Sibley's advice, but now I can't figure out how to make it again, we have gone through the entire installation process and the part: > >rt-setup-database --action init > >returns an error saying that we are denied. I have full root priviledges. Do I >have to do some sort of -p or -u to use that command? and will that make the >database with the root/password superuser default available? > >CentOS5 with RT, if it matters. > >Thanks, > >Max Bern > > > > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.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] User Database empty?
Just to give you a help with the permissions - using that tool, as far as I'm aware, uses the user/password and database details as per the /opt/rt3/etc/RT_SiteConfig.pm file (though I'm writing this from memory from when I last installed), you might wish to double check the information in that is what you're expecting it to be in order to initialise the database. Peter On 22 Jul 2010, at 22:46, Max Bern wrote: > I wiped the database as per Thomas Sibley's advice, but now I can't figure > out how to make it again, we have gone through the entire installation > process and the part: > > rt-setup-database --action init > > returns an error saying that we are denied. I have full root priviledges. Do > I have to do some sort of -p or -u to use that command? and will that make > the database with the root/password superuser default available? > > CentOS5 with RT, if it matters. > > Thanks, > > Max Bern > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.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] User Database empty?
On 07/22/2010 05:05 PM, Max Bern wrote: How do I keep replies on the list? and the 'make initialize-database' command doesn't work with CentOS, which is what our instance of RT is installed upon, I thought I had said that in the original post but apparently not. We followed the CentOS install instructions from the RT Wiki to the tee, but it still doesn't recognize the default user on the web portal. Reply to All, and then edit my address off leaving only the list. If you're installing from the RPMs at http://www.tlviewer.org/rt3/ as the wiki suggests, then please stop now. The version available there, 3.8.2, is out of date and has known security vulnerabilities that have been fixed in subsequent 3.8 releases. Please download and install the latest RT 3.8.8 from source from our website. It contains a README with instructions. Follow them and make sure all the steps finish successfully, and you should have a working RT. Thomas Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] User Database empty?
I wiped the database as per Thomas Sibley's advice, but now I can't figure out how to make it again, we have gone through the entire installation process and the part: rt-setup-database --action init returns an error saying that we are denied. I have full root priviledges. Do I have to do some sort of -p or -u to use that command? and will that make the database with the root/password superuser default available? CentOS5 with RT, if it matters. Thanks, Max Bern Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] CommandbyMail - CustomFields - Can't get $queue->TicketCustomFields;
So i've done some debug in TakeAction.pm and it seems that
custom_fields is empty because I never see the ACTIONCF2 log
any leads at to debugging $queue->TicketCustomFields; ?
# Canonicalize custom fields
my $custom_fields = $queue->TicketCustomFields;
$RT::Logger->info( "ACTIONCF1-> @{[ %{$queue} ]} " );
while ( my $cf = $custom_fields->Next ) {
$RT::Logger->info( "ACTIONCF2-> @{[ %{$cf} ]} " );
my %tmp = _ParseAdditiveCommand( \%cmds, 0, "CustomField{".
$cf->Name ."}" );
next unless keys %tmp;
$create_args{ 'CustomField-' . $cf->id } = [
_CompileAdditiveForCreate(%tmp) ];
$RT::Logger->info( "ACTIONCREATED_ARGS-> " );
}
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] User Database empty?
Please make sure to keep replies on the list. Thanks. On 07/22/2010 04:44 PM, Max Bern wrote: $ /usr/sbin/rt-setup-database --action init is this the step you were talking about? we just tried it and it failed because r...@localhost is denied entry. No. The step I'm talking about is running "make initdb" (or "make initialize-database") from the source directory. Please read the README that comes with RT's source and follow the installation instructions. If r...@localhost is denied, then you either need to specify the correct DBA user and password when you run ./configure or fix your MySQL permissions configuration. Thomas Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] User Database empty?
On 07/22/2010 04:37 PM, Max Bern wrote: After checking the MySQL databases, we discovered the the user database was empty, no superuser, no nothing. How can we manually add the root/password superuser to the MySQL table so that we can log into the system? It sounds like the "make initdb" step didn't finish successfully. If there's no data you care about, you should drop the database and try running make initdb again. Thomas Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] User Database empty?
Hello again, I think I found the problem with logging in to the web portal, but I do not know how to fix it. We tried the default root/password credentials and every other permutation with the database user/password created in RT_SiteConfig.pm, but we still couldn't log in. After checking the MySQL databases, we discovered the the user database was empty, no superuser, no nothing. How can we manually add the root/password superuser to the MySQL table so that we can log into the system? Thanks, Max Bern Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Re quest Tracker 3.8.8 - Apache2::RequestIO::rflush:(103) Software caused connection abort
Hi, I am new to RT and have configured my first install. I am using CentOS 5.5 and RT 3.8.8 Request tracker work great, and I have everything configured. I seem to be running into one issue which is very easy to repro. If I click a on a few things at once in RT it will hang for a few seconds and throw the Apache2::RequestIO::rflush: (103) error below. I tried re-installing the perl-html-mason modules and still no luck. One thing I noticed which I added below the error is all of the HTML::Mason:: Exception entries have no path. I am not sure if I broke this when re-installing, of if this is the root cause of the problem. I hate to re-install the system since it is working so well. But not sure where to go on this issue. Any help is appreciated, Thanks, Ryan Fields Jul 22 13:14:23 rt RT: Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 1020 (/opt/rt3/bin/webmux.pl:79) Jul 22 13:14:54 rt last message repeated 7 times HTML::Mason::Exception 1.1 HTML::Mason::Exception::Abort1.1 HTML::Mason::Exception::Compilation 1.1 HTML::Mason::Exception::Compilation::IncompatibleCompiler1.1 HTML::Mason::Exception::Compiler 1.1 HTML::Mason::Exception::Decline 1.1 HTML::Mason::Exception::Params 1.1 HTML::Mason::Exception::Syntax 1.1 HTML::Mason::Exception::System 1.1 HTML::Mason::Exception::TopLevelNotFound 1.1 HTML::Mason::Exception::VirtualMethod1.1 -- View this message in context: http://old.nabble.com/Request-Tracker-3.8.8---Apache2%3A%3ARequestIO%3A%3Arflush%3A%28103%29-Software-caused-connection-abort-tp29239303p29239303.html Sent from the Request Tracker - User mailing list archive at Nabble.com. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Quick Syntax check for $RTAddressRegexp setting
On Thu, Jul 22, 2010 at 03:32:13PM -0400, Mike Johnson wrote: > Hi everyone, > > I just want to make sure i'm understanding the wiki properly... > > If I want to make sure RT doesn't create tickets using the following email > addresses, > > helpd...@here.ca > myhelpd...@here.ca > helpd...@there.ca > myhelpd...@there.ca > > My config file setting should look like this, > > Set($RTAddressRegexp,'^(helpdesk | myhelpdesk)\@(here | there)\.ca$'); > > right? > I think spaces count so you need something like: Set($RTAddressRegexp,'^(helpdesk|myhelpdesk)\@(here|there)\.ca$'); Cheers, Ken Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Quick Syntax check for $RTAddressRegexp setting
Hi everyone, I just want to make sure i'm understanding the wiki properly... If I want to make sure RT doesn't create tickets using the following email addresses, helpd...@here.ca myhelpd...@here.ca helpd...@there.ca myhelpd...@there.ca My config file setting should look like this, Set($RTAddressRegexp,'^(helpdesk | myhelpdesk)\@(here | there)\.ca$'); right? -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Upgrade sequence?
Hi, I've got the following according to RT..Configuration..Tools..System Configuration RT v3.4.6; RT::FM v2.2.1; RT::Interface::Email v2; RTx::AssetTracker v0.0.0; And I want to upgrade to RT v3.8.8 and the latest version of RTFM and RTx::AssetTracker. What's the sequence of steps I need to follow? My plan is to install RT 3.8.8 in a new directory. Then do I install RTFM and/or AT? When do I upgrade the database and schema in the sequence? Thanks, Mike The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] root/password combination doesn't work for first time logon
http://wiki.bestpractical.com/view/RecoverRootPassword This is what I did when I was too lazy to search for what RT's root password default is when you do a fresh install... worked like a charm. On Thu, Jul 22, 2010 at 2:01 PM, Max Bern wrote: > Hi all, > > We recently made a *working* RT install on CentOS, everything is configured > properly and we can get to the localhost/rt3 logon page. That's where the > nightmares start. We have tried every user/password combination we can think > of, but always cannot log in. root/password doesn't work, neither does the > database user/pass combination work. If someone could please please help, I > would be most appreciative, we need to get RT up and running TODAY. > > Thanks in advance, > > Max Bern > Zuora Inc. > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] root/password combination doesn't work for first time logon
Hi all, We recently made a *working* RT install on CentOS, everything is configured properly and we can get to the localhost/rt3 logon page. That's where the nightmares start. We have tried every user/password combination we can think of, but always cannot log in. root/password doesn't work, neither does the database user/pass combination work. If someone could please please help, I would be most appreciative, we need to get RT up and running TODAY. Thanks in advance, Max Bern Zuora Inc. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Mysql queries slow
On Thu, Jul 22, 2010 at 09:52:14AM -0700, William Graboyes wrote: > Hi Ken, > > I do not have the full hardware specs. It is a hosted RT system. The specs > that I do have access to are as follows: > > Probably a dual core single CPU system, speed unknown > 2gb of ram > 80 gb hd space they are using md but I do not know the configuration > particulars. > > I know it is not much help. I have applied all the mysql tuning tricks I > know to it. > > Thanks, > Bill > Hi Bill, It looks like you are being constrained by your hardware. The rows in the Transactions table are much, much smaller than those in the Attachments table. This means that on a system such as yours with only 2GB of memory, pretty much the entire Transactions table can be cached in memory. Unless you have very small attachments, this will not be the case for the Attachments table. I suspect that the lookups are quick but retrieving all the attachments via effectively random I/O on a single disk is holding you back. Cheers, Ken Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Adding CC's from an email as Watchers on Create Ticket
Alan, Mike's point is well-taken. You don't want and endless list of duplicate tickets, which will happen if you don't follow Mike's point. Kenn LBNL On Thu, Jul 22, 2010 at 8:41 AM, Mike Johnson wrote: > Hi, > > Make sure you set RTAddresRegexp in your config if you are going to use > ParseNewMessageForTicketCCs. > > If you don't, terrible things can happen... > > P.S. Kenneth, sorry for the reply to you specifically :P we just switched > email platforms and I wasn't paying attention to what I was doing :P > > Thanks! > Mike. > > On Thu, Jul 22, 2010 at 10:53 AM, Kenneth Crocker wrote: > >> Alan, >> >> To do this universally, you want to set the following configuration: >> Set($ParseNewMessageForTicketCcs , 1); >> >> To do it on a Queue-by-Queue basis, I added a scrip for that to the wiki >> for both create's and on-going correspondence. >> >> Kenn >> LBNL >> >> >> On Thu, Jul 22, 2010 at 12:54 AM, Kevin Falcone < >> falc...@bestpractical.com> wrote: >> >>> On Wed, Jul 21, 2010 at 11:22:48PM -0400, Jason A. Smith wrote: >>> > On Thu, 2010-07-22 at 12:42 +1000, Alan Deadman wrote: >>> > > Hi >>> > > >>> > > Most of my tickets are created via emails to the RT system. When this >>> > > happens, the CC's from the email are not automatically added as >>> > > Watchers. >>> > > >>> > > Is this possible to change? >>> > >>> > Hi Alan, >>> > >>> > I wrote a custom scrip to do this many years ago, see the RT wiki: >>> > >>> > http://wiki.bestpractical.com/view/AddWatchersOnCorrespond >>> >>> For create there is a config option. The scrip is only really >>> required for existing tickets >>> >>> -kevin >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > -- > Mike Johnson > Datatel Programmer/Analyst > Northern Ontario School of Medicine > 955 Oliver Road > Thunder Bay, ON P7B 5E1 > Phone: (807) 766-7331 > Email: mike.john...@nosm.ca > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.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] Prioritizing Scrips
> Thanks for the replies. The advise and suggestions worked. Now I'm having > problems calling a Java jar from my scrip in RT. I've tried using the > system and open functions, but have had no luck. Does anyone know of a way > to call the Java jar from RT? Seems like a really bad idea to me, but if you want to go down that road I'd look into Inline::Java -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Prioritizing Scrips
Hi, Thanks for the replies. The advise and suggestions worked. Now I'm having problems calling a Java jar from my scrip in RT. I've tried using the system and open functions, but have had no luck. Does anyone know of a way to call the Java jar from RT? Thanks, Greg Curiel -- View this message in context: http://old.nabble.com/Prioritizing-Scrips-tp29219689p29239189.html Sent from the Request Tracker - User mailing list archive at Nabble.com. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Mysql queries slow
Hi Ken, I do not have the full hardware specs. It is a hosted RT system. The specs that I do have access to are as follows: Probably a dual core single CPU system, speed unknown 2gb of ram 80 gb hd space they are using md but I do not know the configuration particulars. I know it is not much help. I have applied all the mysql tuning tricks I know to it. Thanks, Bill On Thu, Jul 22, 2010 at 06:09, Kenneth Marshall wrote: > On Wed, Jul 21, 2010 at 06:19:51PM -0700, William Graboyes wrote: > > Hi List, > > > > As an example of what I am talking about the query `select count(id) > from > > Attachments;` The returned result is 174039, but it takes 39.1549 > seconds > > to return that simple query. The Transactions table returns 343259 in > .4358 > > seconds. Does anyone have some optimization tips beyond what is already > on > > the wiki. > > > > After a little more of my own tweaking I have the Attachments query down > to > > 24.9559 seconds. > > > > Has anyone successfully integrated RT3 with memcached? Would I be better > > off moving the mysql server to it's own server? > > > > Running version: > > RT 3.8.7 > > MySQL 5.0.67 > > > > Total tickets as of this writing: > > 7282 > > > > Total time on RT: > > 1yr 3m > > > > Thanks in advance for any help that can be provided. > > > > > > Thanks, > > Bill > > > Hi Bill, > > You mentioned your version of the software but no details of your > actual hardware. To provide the answer to the count(*) query, the > entire table concerned needs to be read from disk. For your > Attachments result off 39s for 174039, is that the value for the > first time the query is run or the value after multiple runs when > the table is cached in memory? We use PostgreSQL as the backend > and the first time the select query is run: > > # select count(*) from attachments; > count > - > 2807604 > (1 row) > > Time: 16707.404 ms > > But the second time, the result is much faster because of caching: > > # select count(*) from attachments; > count > - > 2807622 > (1 row) > > Time: 2909.343 ms > > Similarly for the transactions table: > > # select count(*) from transactions; > count > - > 6468511 > (1 row) > > Time: 4030.046 ms > > And for the 2nd run with caching: > > # select count(*) from transactions; > count > - > 6468511 > (1 row) > > Time: 1094.672 ms > > It does seem like your times are slower, but it could easily > be the hardware setup that you are using for RT. > > Cheers, > Ken > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Adding CC's from an email as Watchers on Create Ticket
Hi, Make sure you set RTAddresRegexp in your config if you are going to use ParseNewMessageForTicketCCs. If you don't, terrible things can happen... P.S. Kenneth, sorry for the reply to you specifically :P we just switched email platforms and I wasn't paying attention to what I was doing :P Thanks! Mike. On Thu, Jul 22, 2010 at 10:53 AM, Kenneth Crocker wrote: > Alan, > > To do this universally, you want to set the following configuration: > Set($ParseNewMessageForTicketCcs , 1); > > To do it on a Queue-by-Queue basis, I added a scrip for that to the wiki > for both create's and on-going correspondence. > > Kenn > LBNL > > > On Thu, Jul 22, 2010 at 12:54 AM, Kevin Falcone > wrote: > >> On Wed, Jul 21, 2010 at 11:22:48PM -0400, Jason A. Smith wrote: >> > On Thu, 2010-07-22 at 12:42 +1000, Alan Deadman wrote: >> > > Hi >> > > >> > > Most of my tickets are created via emails to the RT system. When this >> > > happens, the CC's from the email are not automatically added as >> > > Watchers. >> > > >> > > Is this possible to change? >> > >> > Hi Alan, >> > >> > I wrote a custom scrip to do this many years ago, see the RT wiki: >> > >> > http://wiki.bestpractical.com/view/AddWatchersOnCorrespond >> >> For create there is a config option. The scrip is only really >> required for existing tickets >> >> -kevin >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Shred more than 10 per rt-shredder run?
Thanks Peter - that did it. Seems like a largely undocumented
thing if it's only mentioned in an example query in the wiki.
Weird.
On 7/21/2010 3:13 PM, Peter Murfitt wrote:
Looks like "limit,100;" might be your answer?
rt-shredder --plugin "Tickets=query,Status = 'Deleted' AND LastUpdated< '30 days
ago';limit,100" --sqldump /{somepath}/shredder-restore-tickets.sql
Might contain your answer - found that
http://wiki.bestpractical.com/view/Shredder
Peter
On 21 Jul 2010, at 18:20, Jeff Blaine wrote:
I searched around and couldn't find the answer. How does one
override the default 10 object threshold with rt-shredder?
Using RT 3.8.7
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.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] ExternalAuth - loading fine but isn't authenticating to LDAP
Mike,
First off, check to see how you've set $WebExternalAuto. I'm not sure how
that would affect LDAP if it was turned on.
Second, I'll assume you've set your "Plugins" appropriately to include
"RT::Authen::ExternalAuth".
Thirdly, you have to make sure certain LDAP parameters are consistent (ie.
if you're using TLS, etc.).
Below is what we use for our list of parameters:
*Set($ExternalAuthPriority, [ 'My_LDAP' ] );*
*Set($ExternalInfoPriority, [ 'My_LDAP' ] );*
*Set($ExternalServiceUsesSSLorTLS, 1);*
*Set($AutoCreateNonExternalUsers, 0);*
*Set(*
*$ExternalSettings,*
* {*
*'My_LDAP' =>*
* {*
*‘type’=> 'ldap',*
*‘server’ => 'ldap.lbl.gov’,*
*‘user’=> ‘’,*
*‘pass’=> ‘’,*
*‘base’=> 'ou=People,o=name of our company,c=US’,*
*‘filter’ => '(&(status that equals active)(|(dicision
code)))’,*
*‘d_filter’ => '(!(|(lblEmpStat=Staff)(lblEmpStat=Guest)))',*
*‘tls’=> 1,*
*‘net_ldap_args’=> [ version => 3],*
*‘attr_match_list’ => ['Name',*
* 'EmailAddress',*
* 'RealName',*
* 'uid'*
*],*
*‘attr_map’=> {'Name' => 'uid',*
* 'EmailAddress'=>
'mail',*
* 'Organization' =>
‘o’,*
* 'RealName' =>
'cn',*
* 'ExternalAuthId' =>
'uid',*
* 'Gecos'
=> 'uid',*
* 'WorkPhone' =>
'telephonenumber',*
* 'Address1' =>
'lblmailstop',*
* 'Address2' =>
'postaladdress’*
* }*
* }*
* }*
* );*
*1;*
**
I don't think the attr_map would affect this, but your match list could.
Anyway, check it all out cause if there are any inconsistencies (like TLS
being *used* and *on*), it will fail.
Hope this helps.
Kenn
LBNL
On Thu, Jul 22, 2010 at 6:59 AM, Mike Johnson wrote:
> Hi everyone,
>
> Where do I start debugging my setup??
>
> I have CentOS5.5, RT3.8.8, ExternalAuth 0.8 attempting to connect to an
> Active Drectory LDAP.
>
> Everything loads fine(I get no errors from my config files). I've loaded
> the ExternalAuth plugin, but when I attempt to login to the UI with an LDAP
> user, I get an invalid user/pass. The only error/logging I can find
> anywhere is in syslog and that just tells me the same thing...
>
> I'm connecting to an Active Directory server, and with some
> googling/rt-users searching I found the following settings to use.
>
> 'filter'=> '(objectCategory=User)',
> 'd_filter' =>
> '(userAccountControl:1.2.840.113556.1.4.803:=2)',
>
>
> I've left group and group_attr blank(is that allowed?) as I want all users
> found under my base DN to be able to use RT.
>
> In the attr_match_list I have name and email address only
> In attr_map I have the sAMAccountName mail and cn mapped to their
> respective places in RT.
>
> I've tested the user/pass I'm using(our LDAP is setup to not allow
> anonymous unfortunately, so I have to use an account to bind.
>
> I can't seem to find where ExternalAuth would toss an error out for me to
> read if it's failling because of the arguments I've set...
>
> Any help would be appreciated.
> --
> Mike Johnson
> Datatel Programmer/Analyst
> Northern Ontario School of Medicine
> 955 Oliver Road
> Thunder Bay, ON P7B 5E1
> Phone: (807) 766-7331
> Email: mike.john...@nosm.ca
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.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] Adding CC's from an email as Watchers on Create Ticket
Alan, To do this universally, you want to set the following configuration: Set($ParseNewMessageForTicketCcs , 1); To do it on a Queue-by-Queue basis, I added a scrip for that to the wiki for both create's and on-going correspondence. Kenn LBNL On Thu, Jul 22, 2010 at 12:54 AM, Kevin Falcone wrote: > On Wed, Jul 21, 2010 at 11:22:48PM -0400, Jason A. Smith wrote: > > On Thu, 2010-07-22 at 12:42 +1000, Alan Deadman wrote: > > > Hi > > > > > > Most of my tickets are created via emails to the RT system. When this > > > happens, the CC's from the email are not automatically added as > > > Watchers. > > > > > > Is this possible to change? > > > > Hi Alan, > > > > I wrote a custom scrip to do this many years ago, see the RT wiki: > > > > http://wiki.bestpractical.com/view/AddWatchersOnCorrespond > > For create there is a config option. The scrip is only really > required for existing tickets > > -kevin > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] ExternalAuth - loading fine but isn't authenticating to LDAP
Hi everyone, Where do I start debugging my setup?? I have CentOS5.5, RT3.8.8, ExternalAuth 0.8 attempting to connect to an Active Drectory LDAP. Everything loads fine(I get no errors from my config files). I've loaded the ExternalAuth plugin, but when I attempt to login to the UI with an LDAP user, I get an invalid user/pass. The only error/logging I can find anywhere is in syslog and that just tells me the same thing... I'm connecting to an Active Directory server, and with some googling/rt-users searching I found the following settings to use. 'filter'=> '(objectCategory=User)', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', I've left group and group_attr blank(is that allowed?) as I want all users found under my base DN to be able to use RT. In the attr_match_list I have name and email address only In attr_map I have the sAMAccountName mail and cn mapped to their respective places in RT. I've tested the user/pass I'm using(our LDAP is setup to not allow anonymous unfortunately, so I have to use an account to bind. I can't seem to find where ExternalAuth would toss an error out for me to read if it's failling because of the arguments I've set... Any help would be appreciated. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Mysql queries slow
On Wed, Jul 21, 2010 at 06:19:51PM -0700, William Graboyes wrote: > Hi List, > > As an example of what I am talking about the query `select count(id) from > Attachments;` The returned result is 174039, but it takes 39.1549 seconds > to return that simple query. The Transactions table returns 343259 in .4358 > seconds. Does anyone have some optimization tips beyond what is already on > the wiki. > > After a little more of my own tweaking I have the Attachments query down to > 24.9559 seconds. > > Has anyone successfully integrated RT3 with memcached? Would I be better > off moving the mysql server to it's own server? > > Running version: > RT 3.8.7 > MySQL 5.0.67 > > Total tickets as of this writing: > 7282 > > Total time on RT: > 1yr 3m > > Thanks in advance for any help that can be provided. > > > Thanks, > Bill Hi Bill, You mentioned your version of the software but no details of your actual hardware. To provide the answer to the count(*) query, the entire table concerned needs to be read from disk. For your Attachments result off 39s for 174039, is that the value for the first time the query is run or the value after multiple runs when the table is cached in memory? We use PostgreSQL as the backend and the first time the select query is run: # select count(*) from attachments; count - 2807604 (1 row) Time: 16707.404 ms But the second time, the result is much faster because of caching: # select count(*) from attachments; count - 2807622 (1 row) Time: 2909.343 ms Similarly for the transactions table: # select count(*) from transactions; count - 6468511 (1 row) Time: 4030.046 ms And for the 2nd run with caching: # select count(*) from transactions; count - 6468511 (1 row) Time: 1094.672 ms It does seem like your times are slower, but it could easily be the hardware setup that you are using for RT. Cheers, Ken Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] MySQL Performance
Hi RT Users, We've started experiencing degraded performance within RT over the last few days and I am struggling to pin point where exactly the problem is lying. I suspect it might be MySQL, i've inserted a "show innodb status" below if anyone could perhaps take a gander and read something out of the stats as to where we can look to better tune. Currently loading a ticket is taking about a minute. Tasks: 186 total, 5 running, 181 sleeping, 0 stopped, 0 zombie Cpu(s): 26.6%us, 1.6%sy, 0.0%ni, 70.2%id, 1.6%wa, 0.0%hi, 0.1%si, 0.0%st Mem: 24686080k total, 22107928k used, 2578152k free, 205156k buffers Swap: 9961464k total, 148k used, 9961316k free, 9817792k cached PID USER PR NI VIRT RES SHR S %CPU %MEMTIME+ COMMAND 4585 mysql 15 0 11.5g 9.6g 4768 S 465.4 40.8 2443:05 mysqld 710 apache16 0 369m 97m 4264 R 61.8 0.4 0:33.07 httpd 1621 apache16 0 351m 86m 4104 R 38.6 0.4 0:04.06 httpd 1614 apache15 0 358m 87m 4220 R 32.8 0.4 0:05.08 httpd 1667 apache15 0 367m 101m 4112 R 23.2 0.4 0:02.16 httpd 885 apache16 0 366m 94m 4224 S 1.9 0.4 0:27.48 httpd mysql> show innodb status\G; *** 1. row *** Status: = 100722 11:27:30 INNODB MONITOR OUTPUT = Per second averages calculated from the last 27 seconds -- SEMAPHORES -- OS WAIT ARRAY INFO: reservation count 126073166, signal count 79431641 --Thread 1185212736 has waited at row0sel.c line 3326 for 0.00 seconds the semaphore: S-lock on RW-latch at 0x2f1770b8 created in file btr0sea.c line 139 a writer (thread id 1181399360) has reserved it in mode wait exclusive number of readers 0, waiters flag 1 Last time read locked in file btr0sea.c line 773 Last time write locked in file btr0sea.c line 516 --Thread 1186216256 has waited at row0sel.c line 3326 for 0.00 seconds the semaphore: S-lock on RW-latch at 0x2f1770b8 created in file btr0sea.c line 139 a writer (thread id 1181399360) has reserved it in mode wait exclusive number of readers 0, waiters flag 1 Last time read locked in file btr0sea.c line 773 Last time write locked in file btr0sea.c line 516 --Thread 1193240896 has waited at buf0buf.c line 1125 for 0.00 seconds the semaphore: Mutex at 0x2f176cb8 created file buf0buf.c line 545, lock var 0 waiters flag 0 --Thread 1180997952 has waited at row0sel.c line 3326 for 0.00 seconds the semaphore: S-lock on RW-latch at 0x2f1770b8 created in file btr0sea.c line 139 a writer (thread id 1181399360) has reserved it in mode wait exclusive number of readers 0, waiters flag 1 Last time read locked in file btr0sea.c line 773 Last time write locked in file btr0sea.c line 516 --Thread 1186015552 has waited at row0sel.c line 3326 for 0.00 seconds the semaphore: S-lock on RW-latch at 0x2f1770b8 created in file btr0sea.c line 139 a writer (thread id 1181399360) has reserved it in mode wait exclusive number of readers 0, waiters flag 1 Last time read locked in file btr0sea.c line 773 Last time write locked in file btr0sea.c line 516 --Thread 1182603584 has waited at row0sel.c line 3326 for 0.00 seconds the semaphore: S-lock on RW-latch at 0x2f1770b8 created in file btr0sea.c line 139 a writer (thread id 1181399360) has reserved it in mode wait exclusive number of readers 0, waiters flag 1 Last time read locked in file btr0sea.c line 773 Last time write locked in file btr0sea.c line 516 --Thread 1179793728 has waited at row0sel.c line 3326 for 0.00 seconds the semaphore: S-lock on RW-latch at 0x2f1770b8 created in file btr0sea.c line 139 a writer (thread id 1181399360) has reserved it in mode wait exclusive number of readers 0, waiters flag 1 Last time read locked in file btr0sea.c line 773 Last time write locked in file btr0sea.c line 516 Mutex spin waits 0, rounds 49935462809, OS waits 70792871 RW-shared spins 52889597, OS waits 16186940; RW-excl spins 71311363, OS waits 4180724 TRANSACTIONS Trx id counter 0 1484982159 Purge done for trx's n:o < 0 1484978453 undo n:o < 0 0 History list length 58 Total number of lock structs in row lock hash table 0 LIST OF TRANSACTIONS FOR EACH SESSION: ---TRANSACTION 0 1484980746, not started, process no 4585, OS thread id 1181800768 MySQL thread id 1795, query id 13936848 localhost rt_user ---TRANSACTION 0 1484980364, not started, process no 4585, OS thread id 1180797248 MySQL thread id 1794, query id 13934899 localhost rt_user ---TRANSACTION 0 0, not started, process no 4585, OS thread id 1179392320 MySQL thread id 1793, query id 13924290 localhost rt_user ---TRANSACTION 0 0, not started, process no 4585, OS thread id 1186416960 MySQL thread id 1790, query id 13942372 localhost root show innodb status ---TRANSACTION 0 1484981576, not started, process no 4585, OS thread id 1189628224 MySQL thread id 1789, query id 13940210 localhost rt_user ---TRAN
Re: [rt-users] Customization / Callback Question for "Ticket/Elements/Tabs".
Hi Torben,
you should move your callback from
/usr/local/share/request-tracker3.8/html/Callbacks/Ticket/Elements/Tabs/Default
to
/usr/local/share/request-tracker3.8/html/Callbacks/MyCallbacks/Ticket/Elements/Tabs/Default
and replace MyCallbacks with a name of your choice.
Restart the webserver and everything should be fine.
You should take a look at:
http://wiki.bestpractical.com/view/CustomizingWithCallbacks
Chris
Am 21.07.2010 09:50, schrieb Nehmer Torben:
> Good morning,
>
>
>
> I am currently trying to customize RTs Action Listing in the top of the
> Ticket Display (Comment, Correspond, Forward, Resolve). I am using
> callbacks, but they do not invoke as expected. As a basic idea I have
> been using the example of Dirk Pape, specifically
> http://page.mi.fu-berlin.de/dirkpape/rt3/Callbacks/MI/Ticket/Elements/Tabs/Default
>
>
>
> The code I am actually using looks like this:
>
>
>
> <%INIT>
>
> if ($Ticket) {
>
> # overwrite the default Action for Resolve to Correspond
>
> if ( $Ticket->CurrentUserHasRight('ModifyTicket') && (
> $Ticket->Status ne 'resolved' ) ) {
>
> $actions->{'G'}->{'path'} =
> "Ticket/Update.html?Action=Respond&DefaultStatus=resolved&id=".$Ticket->id;
>
> }
>
>
>
> # Set To Test
>
> if ( $Ticket->CurrentUserHasRight('ModifyTicket') && (
> $Ticket->Status ne 'test' ) ) {
>
> $actions->{'T'} = {
>
> title => 'Test',
>
> path =>
> "Ticket/Update.html?Action=Respond&DefaultStatus=test&id="
>
> . $Ticket->id };
>
> }
>
>
>
> # Add as Watcher
>
> if ( $Ticket->CurrentUserHasRight('Watch') ) {
>
> $actions->{'W'} = {
>
> title => loc('Watch'),
>
> path =>
> 'Ticket/ModifyPeople.html?Ticket-AddWatcher-Principal-'
>
> . $Ticket->CurrentUser->id
>
> . '=Cc&id='.$Ticket->id };
>
> }
>
>
>
> }
>
> # $actions->{'ZZ2'} = { title => 'test2', path => 'test2' };
>
>
>
> <%ARGS>
>
> $Ticket => undef
>
> $actions => undef
>
>
>
>
>
> The callback actually gets called, if I uncomment the “ZZ2” entry, it
> gets shown as expected. Unfortunately, the $Ticket object is undefined
> and thus breaks the entire idea.
>
>
>
> I am using RT 3.8.8 installed from Debian packages, the callback has
> been placed into
> /usr/local/share/request-tracker3.8/html/Callbacks/Ticket/Elements/Tabs/Default.
>
>
>
> I would appreciate any hints, why this does not work.
>
>
>
> Best regards,
> Torben Nehmer
>
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Adding CC's from an email as Watchers on Create Ticket
On Wed, Jul 21, 2010 at 11:22:48PM -0400, Jason A. Smith wrote: > On Thu, 2010-07-22 at 12:42 +1000, Alan Deadman wrote: > > Hi > > > > Most of my tickets are created via emails to the RT system. When this > > happens, the CC's from the email are not automatically added as > > Watchers. > > > > Is this possible to change? > > Hi Alan, > > I wrote a custom scrip to do this many years ago, see the RT wiki: > > http://wiki.bestpractical.com/view/AddWatchersOnCorrespond For create there is a config option. The scrip is only really required for existing tickets -kevin pgp2NsujJFVnJ.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
