Re: [rt-users] Importing ticketing data into the RT SQL database

[Emmanuel Lacour]

Le 27/04/2016 18:30, Dave Florek a écrit :
> Hi,
> 
> I'm about to import a large amount of ticketing data into the RT SQL
> database. I spotted three sections in the SQL db
> (objectcustomfieldvalues, attachments, tickets) to import the data to.
> Since I'm unfamiliar with the db backend, can I generate any of my own
> set of identifiers as long as they aren't duplicate of the identifiers
> that are already present in the SQL db?
> 
> 

I strongly suggest to use the RT perl API by writting a script taht does
sql in source DB and create tickets/users/rt objects using the RT API.
Doing this with RT cli is possible but will be very slow will not allow
you to skip some internal RT auto-et of values (such as Created date for
transactions, tickets, ...).

Here is an example script I did to import tickets from a third party DB
(ICW) into RT. It's just an example as it was done for a one shot
execution and very specific needs, but this way we imported more than
300k tickets with users/history/customfields.




-- 
Easter-eggs  Spécialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  Métro Gaité
Phone: +33 (0) 1 43 35 00 37-   Fax: +33 (0) 1 43 35 00 76
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import-icw.pl
Description: Perl program
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[rt-users] Inversion of correspondence content in email

[François Meehan]

Hi,

How can I change the "Admin Comment in HTML" template so it will first show
the message and then RT  header of Date:request no. was acted upon by 

Regards,

-- 

*François MEEHAN*
Technical Support | Support Technique
*VuWall Technology, Inc.*


*Tel:* +1 514-505-4436
*Skype:* VuWall-Support
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Re: [rt-users] problems attaching files

[Liam Forbes]

On Apr 27, 2016, at 10:48 AM, rt-users-requ...@lists.bestpractical.com wrote:
> Message: 4
> Date: Wed, 27 Apr 2016 09:17:52 -0800
> From: Liam Forbes >
> To: rt-users@lists.bestpractical.com 
> Subject: Re: [rt-users] problems attaching files
> Message-ID: <4d5249a2-1e43-44df-b5cb-4d49a0fc5...@alaska.edu 
> >
> Content-Type: text/plain; charset="utf-8"
> 
> Martin,
> 
> I poked around at the MySQL database thinking we might have a limit there, 
> but it didn't occur to me to check the web server. We are using Apache 2.4.6 
> (CentOS). 


Turns out the problem was a combination of limits in MySQL, Apache/FCGI, & RT. 
Once I got them all set properly, adding attachments up to our chosen limit it 
working. Thanks for the help Martin.

Regards,
-liam

-There are uncountably more irrational fears than rational ones. -P. Dolan
Liam Forbes lofor...@alaska.edu ph: 907-450-8618 fax: 907-450-8601
UAF Research Computing Systems Senior HPC EngineerLPIC1, CISSP

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Re: [rt-users] problems attaching files

[Jeffrey Pilant]

liam writes: 
>We are using RT 4.4.0 and appear to be having problems attaching files 
>over some size around 100k. If we try to send an email with a larger 
>attachment, the mail message just drops on the floor. If we try to attach
>a file through the web interface, the icon has an X over it and an error
>message appears when the mouse hovers over it, plus the attachment is
>dropped if we try to save the edit.
>
>Looking in the log I don?t see any messages being generated in either case.
>I do see messages generated when a file is successfully attached though.
>Our current attachment size settings should allow larger files than ~100k.
>
>Set($MaxAttachmentSize, 10485760);  # 10MB
>Set($TruncateLongAttachments, "true");
>
>I'm not sure what else to look at to determine what?s happening or where
>things are failing. Have I somehow mis-set the config, or could this be
>a bug in 4.4.0?

>From the RT Wiki:
  If you are using MYSQL, it also has a limit.
  for mysqld < 4.0.2 syntax under mysqld is:
  set-variable = max_allowed_packet=10M
  for mysqld > 4.0.2 syntax under mysqld is:
  max_allowed_packet=10M

  Please refer to http://dev.mysql.com/doc/mysql/en/Program_variables.html

/jeff


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Re: [rt-users] Importing ticketing data into the RT SQL database

[Parish, Brent]

Hi Dave

Documentation can be found here:  https://www.bestpractical.com/docs/rt/4.4/

Not sure which side you made the custom fields on?  If you mean in the old 
system that you are importing into RT, it shouldn’t be an issue (not from the 
RT side I mean).
RT has some fantastic support for custom fields.  Some of the fields from the 
old systems that I exported (and imported into RT) went into 
stock/out-of-the-box RT fields (e.g. subject, date started, etc).  Others went 
into custom fields I had created in RT for the import.  These can be easily 
created and maintained via the RT web interface.
The CLI interface supports data entry into RT custom fields, as do the REST and 
Command-by-mail interfaces.




From: Dave Florek [mailto:dave.a.flo...@gmail.com]
Sent: Wednesday, April 27, 2016 2:09 PM
To: Parish, Brent 
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Importing ticketing data into the RT SQL database

Hi Brent,

Thanks for the heads up. Does Best Practical keep any updated documentation on 
the RT CLI syntax somewhere as the RT versions change? I have the Essentials 
book and the Wikia has some useful information, but I'd like something that 
provides in-depth coverage. I made several custom fields, so I'm not sure how 
that would change the CLI inputs. This is going to be a fun expedition.

Sincerely,
Dave

On Wed, Apr 27, 2016 at 1:05 PM, Parish, Brent 
> wrote:
Hi Dave

I would strongly recommend against importing ticket data directly into the RT 
database, I sincerely doubt you will end up with anything usable!
There are a myriad of internal references (very normalized table structure, as 
I’m sure you saw).

There may be better ways to do it, but when I had to  shift tickets from two 
different support tools into RT I wrote an importer to do it.
The importer used RT’s command line interface to push the old systems into RT, 
one ticket at a time.
That way, RT creates all the requisite references, objects, etc.

As to adding your own fields to the RT database, I cannot answer that, sorry!


-  Brent



From: rt-users 
[mailto:rt-users-boun...@lists.bestpractical.com]
 On Behalf Of Dave Florek
Sent: Wednesday, April 27, 2016 12:31 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Importing ticketing data into the RT SQL database

Hi,

I'm about to import a large amount of ticketing data into the RT SQL database. 
I spotted three sections in the SQL db (objectcustomfieldvalues, attachments, 
tickets) to import the data to. Since I'm unfamiliar with the db backend, can I 
generate any of my own set of identifiers as long as they aren't duplicate of 
the identifiers that are already present in the SQL db?

Thanks in advance,

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] rt-users Digest, Vol 145, Issue 23

[Liam Forbes]

On Apr 27, 2016, at 8:00 AM, rt-users-requ...@lists.bestpractical.com wrote:
> Date: Wed, 27 Apr 2016 07:46:42 +
> From: Martin Wheldon  >
> To: rt-users@lists.bestpractical.com 
> Subject: Re: [rt-users] problems attaching files
> Message-ID:
>   <50b9f05c9c41093f912ccf4d579ec...@mail.greenhills-it.co.uk 
> >
> Content-Type: text/plain; charset=UTF-8; format=flowed
> 
> Hi,
> 
> This is probably a issue with your web server configuration, you don't 
> mention what you are using.
> 
> Researching the following may help:
> 
> Apache2 - LimitRequestBody
> Nginx - client_max_body_size
> 
> Best Regards
> 
> Martin

Martin,

I poked around at the MySQL database thinking we might have a limit there, but 
it didn't occur to me to check the web server. We are using Apache 2.4.6 
(CentOS). 

It doesn’t appear we are setting LimitRequestBody and the default is supposedly 
unlimited. I tested setting it to MaxAttachmentSize just to see, but it didn’t 
change the behavior. I’ll take a look at other http settings to see if I can 
find anything that would be limiting the attachment size. I don’t believe we 
had any similar settings in our old RT 3.8.8 configs though.

Regards,
-liam

-There are uncountably more irrational fears than rational ones. -P. Dolan
Liam Forbes lofor...@alaska.edu ph: 907-450-8618 fax: 907-450-8601
UAF Research Computing Systems Senior HPC EngineerLPIC1, CISSP

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Re: [rt-users] (no subject)

[Andrea Caputto]

OK i will check out thanks!

El mié., 27 abr. 2016 a las 10:03, Jim Brandt ()
escribió:

> First two things to check:
>
> 1) Is Apache using the same perl you're using in your shell? Servers can
> often end up with multiple perl installs.
>
> 2) Check permissions and make sure Apache can read the Scope::Upper
> files. Sometimes modules installed with a particular user, like root,
> can have permissions set incorrectly so other users/processes can't use
> them.
>
> On 4/26/16 6:18 PM, Andrea Caputto wrote:
> > Apache versión is 2.4 , Apache + mod perl
> >
> > I am upgrading from 4.2.1 to 4.4
> > El El mar, 26 de abr. de 2016 a las 16:02, Thiago Cristino dos Santos
> > > escribió:
> >
> > Hi,
> > Andrea, please tell more about your environment :
> > What's your Apache version ?
> > RT was running over Apache + mod_perl, apache + fastcgi or apache +
> > fastcgi + suexec?
> >
> >
> >
> >
> > 2016-04-26 15:40 GMT-03:00 Andrea Caputto  > >:
> >
> > Hi, i was doing the upgrade, and everything was right, but now
> > when i try to start apache :
> >
> > Logs begin at mar 2016-04-26 12:22:54 UYT, end at mar 2016-04-26
> > 13:30:01 UYT. --
> > abr 26 13:29:36 rt. . httpd[7736]:
> > AH00526: Syntax error on line 25 of /etc/httpd/conf.d/rt.conf:
> > abr 26 13:29:36 rt. .httpd[7736]:
> > *Can't locate Scope/Upper.pm in @INC (@INC contains:
> > /opt/rt4/sbin/../local/li*
> > abr 26 13:29:36 rt. ... systemd[1]:
> > httpd.service: main process exited, code=exited, status=1/FAILURE
> > abr 26 13:29:36 rt.. ... kill[7739]:
> > kill: cannot find process ""
> > abr 26 13:29:36 rt.. . systemd[1]:
> > httpd.service: control process exited, code=exited status=1
> > abr 26 13:29:36 rt.  systemd[1]:
> > Failed to start The Apache HTTP Server.
> >
> >
> > [root@rt sbin]# perl -MCPAN -e 'install Scope::Upper'
> > Reading '/root/.local/share/.cpan/Metadata'
> >Database was generated on Tue, 26 Apr 2016 16:17:02 GMT
> > Scope::Upper is up to date (0.28).
> >
> >
> > and testdeps seems ok.
> > --
> > Andrea Caputto
> >
> > -
> > RT 4.4 and RTIR Training Sessions
> https://bestpractical.com/training
> > * Washington DC - May 23 & 24, 2016
> >
> >
> > --
> > Andrea Caputto
> >
> >
> > -
> > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> > * Washington DC - May 23 & 24, 2016
> >
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>
-- 
Andrea Caputto
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Re: [rt-users] Importing ticketing data into the RT SQL database

[Parish, Brent]

Hi Dave

I would strongly recommend against importing ticket data directly into the RT 
database, I sincerely doubt you will end up with anything usable!
There are a myriad of internal references (very normalized table structure, as 
I’m sure you saw).

There may be better ways to do it, but when I had to  shift tickets from two 
different support tools into RT I wrote an importer to do it.
The importer used RT’s command line interface to push the old systems into RT, 
one ticket at a time.
That way, RT creates all the requisite references, objects, etc.

As to adding your own fields to the RT database, I cannot answer that, sorry!


-  Brent



From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Dave Florek
Sent: Wednesday, April 27, 2016 12:31 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Importing ticketing data into the RT SQL database

Hi,

I'm about to import a large amount of ticketing data into the RT SQL database. 
I spotted three sections in the SQL db (objectcustomfieldvalues, attachments, 
tickets) to import the data to. Since I'm unfamiliar with the db backend, can I 
generate any of my own set of identifiers as long as they aren't duplicate of 
the identifiers that are already present in the SQL db?

Thanks in advance,
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

[rt-users] Importing ticketing data into the RT SQL database

[Dave Florek]

Hi,

I'm about to import a large amount of ticketing data into the RT SQL
database. I spotted three sections in the SQL db (objectcustomfieldvalues,
attachments, tickets) to import the data to. Since I'm unfamiliar with the
db backend, can I generate any of my own set of identifiers as long as they
aren't duplicate of the identifiers that are already present in the SQL db?

Thanks in advance,
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] (no subject)

[Jim Brandt]

First two things to check:

1) Is Apache using the same perl you're using in your shell? Servers can 
often end up with multiple perl installs.


2) Check permissions and make sure Apache can read the Scope::Upper 
files. Sometimes modules installed with a particular user, like root, 
can have permissions set incorrectly so other users/processes can't use 
them.


On 4/26/16 6:18 PM, Andrea Caputto wrote:

Apache versión is 2.4 , Apache + mod perl

I am upgrading from 4.2.1 to 4.4
El El mar, 26 de abr. de 2016 a las 16:02, Thiago Cristino dos Santos
> escribió:

Hi,
Andrea, please tell more about your environment :
What's your Apache version ?
RT was running over Apache + mod_perl, apache + fastcgi or apache +
fastcgi + suexec?




2016-04-26 15:40 GMT-03:00 Andrea Caputto >:

Hi, i was doing the upgrade, and everything was right, but now
when i try to start apache :

Logs begin at mar 2016-04-26 12:22:54 UYT, end at mar 2016-04-26
13:30:01 UYT. --
abr 26 13:29:36 rt. . httpd[7736]:
AH00526: Syntax error on line 25 of /etc/httpd/conf.d/rt.conf:
abr 26 13:29:36 rt. .httpd[7736]:
*Can't locate Scope/Upper.pm in @INC (@INC contains:
/opt/rt4/sbin/../local/li*
abr 26 13:29:36 rt. ... systemd[1]:
httpd.service: main process exited, code=exited, status=1/FAILURE
abr 26 13:29:36 rt.. ... kill[7739]:
kill: cannot find process ""
abr 26 13:29:36 rt.. . systemd[1]:
httpd.service: control process exited, code=exited status=1
abr 26 13:29:36 rt.  systemd[1]:
Failed to start The Apache HTTP Server.


[root@rt sbin]# perl -MCPAN -e 'install Scope::Upper'
Reading '/root/.local/share/.cpan/Metadata'
   Database was generated on Tue, 26 Apr 2016 16:17:02 GMT
Scope::Upper is up to date (0.28).


and testdeps seems ok.
--
Andrea Caputto

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


--
Andrea Caputto


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


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Re: [rt-users] Centos 7 - Forbidden, You don't have, permission to, access /rt4 on this server

[Martin Wheldon]

Hi,

I don't mean to be rude, but read AND FOLLOW the README file included in 
the RT tarball.


Best Regards

Martin

On 2016-04-27 10:15, Yanni wrote:

Hi

I did not use ./configure, I just did "make install" as described in
the documentation.
To make things simpler for me, I have now deleted my ssl.conf and have
put the original file in place.

When I go to: http://jimmy.ad.biosci.ac.uk/rt4:8000
I get:

This site can't be reached. /jimmy.ad.biosci.ac.uk refused to connect
ERR_CONNECTION_REFUSED
---
I don't see anything in the log files, 'access_log' and 'error_log'


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Re: [rt-users] Centos 7 - Forbidden, You don't have, permission to, access /rt4 on this server

[Yanni]

Hi

I did not use ./configure, I just did "make install" as described in the 
documentation.
To make things simpler for me, I have now deleted my ssl.conf and have 
put the original file in place.


When I go to: http://jimmy.ad.biosci.ac.uk/rt4:8000
I get:

This site can't be reached. /jimmy.ad.biosci.ac.uk refused to connect
ERR_CONNECTION_REFUSED
---
I don't see anything in the log files, 'access_log' and 'error_log'


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[rt-users] 4.2.12 & External Storage plugin errors

[benjamin baugnies]

Hello,

I'm currently working on a new installation of RT 4.2.12 on Ubuntu
14.04. The install was done using the standard instructions and the
basics works. We were able to install several plugins including RT-IR
3.2.0 and everything worked fine.

Now, I'm trying to use the External Storage plugin
(https://metacpan.org/pod/RT::Extension::ExternalStorage), but I can't
seem to get it to work consistently.
The "extract-attachments" script does its job (the db is changed and the
files are stored on disk), but in most cases the attachments are no
longer accessible from the website. When testing with .docx documents
for example, we usually get empty documents, or documents containing
only "unknown encoding type: external". There were also many files which
should have been moved but weren't (pictures, .html, and .csv files).

More importantly, while the first Apache2 restart after the installation
works (most of the time), I eventually get a segmentation fault and
cannot start Apache again until the plugin is disabled:
=
Segmentation fault (core dumped)
Action 'start' failed.
The Apache error log may have more information.
=

The Apache log contains no information about the incident, and syslog
only contains:
/usr/sbin/apach[3785]: segfault at c ip b72791a1 sp bfa3b0d0 error 4 in
libperl.so.5.18.2[b720e000+18d000]



After failing with my current config, I tried using the plugin with the
simplest configuration possible:
=
Set( $rtname, 'example.com');

Set(%ExternalStorage,
Type => 'Disk',
Path => '/opt/rt4/var/attachments',
);
Plugin('RT::Extension::ExternalStorage');
1;
=
This still didn't work.

I've also made sure www-data has read and write access to the
attachments folder.


Is there an issue with the plugin? Is it a problem with the version of
RT we are using?
Or am I just doing something wrong?

Regards,

-- 
Benjamin Baugnies
Belnet • CERT
Louizalaan 231 Avenue Louise 
Brussel 1050 Bruxelles
België • Belgique 
www.belnet.be


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Re: [rt-users] problems attaching files

[Martin Wheldon]

Hi,

This is probably a issue with your web server configuration, you don't 
mention what

you are using.

Researching the following may help:

Apache2 - LimitRequestBody
Nginx - client_max_body_size

Best Regards

Martin

On 2016-04-27 00:25, Liam Forbes wrote:

We are using RT 4.4.0 and appear to be having problems attaching files
over some size around 100k. If we try to send an email with a larger
attachment, the mail message just drops on the floor. If we try to
attach a file through the web interface, the icon has an X over it and
an error message appears when the mouse hovers over it, plus the
attachment is dropped if we try to save the edit.

Looking in the log I don’t see any messages being generated in
either case. I do see messages generated when a file is successfully
attached though. Our current attachment size settings should allow
larger files than ~100k.

Set($MaxAttachmentSize, 10485760);  # 10MB
Set($TruncateLongAttachments, "true");

I’m not sure what else to look at to determine what’s happening or
where things are failing. Have I somehow mis-set the config, or could
this be a bug in 4.4.0?

Regards,
-liam

-There are uncountably more irrational fears than rational ones. -P.
Dolan
Liam Forbes lofor...@alaska.edu ph: 907-450-8618 fax:
907-450-8601
UAF Research Computing Systems Senior HPC EngineerLPIC1,
CISSP

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016