Re: [rt-users] N-Central with Request Tracker for Incident Response (RTIR)

[Stephen Switzer]

Adam (and all),

   I just committed the first public release of code that allows RT (or 
RTIR) to be used with N-Central.


https://github.com/sbsroc/RTIR_WHD_API

   I welcome any testers, and invite anyone that know the markup 
language for the readme file to make it look better. It's quite ugly. 
I'm also not sure if the descriptions are enough for someone to get it 
working, or if I left anything out.


I hope this is useful to someone, and good luck with it!

--

Best regards,
Steve


Stephen H. Switzer
President & Chief Technical Consultant

st...@sbsroc.com 

*Main:*
*Cell:*

+1 (585) 298-9420 *Ext:* 7001
+1 (585) 202-8312

Support Desk:
supp...@sbsroc.com 


*Fax:*

+1 (585) 625-0020

This e-mail contains proprietary information some or all of which may be 
legally privileged. It is for the intended recipient only. If an 
addressing or transmission error has misdirected this e-mail, please 
notify the author by replying to this e-mail. If you are not the 
intended recipient you must not use, disclose, distribute, copy, print 
or rely on this e-mail. The content of this email may contain private 
views and opinions, which do not constitute formal disclosure or 
commitment unless specifically stated. We do not enter into legally 
binding agreements via email.


 
 
 
 
 	

The ASCII Group Xorcom Certified Dealer



On 11/06/2016 07:30 PM, Adam Thick wrote:

Hi Steve,

we have a similar situation but had been considering moving to Help 
Desk Manager from RT. I’d be very interested in hearing more.


Cheers,

Adam T.


On 7 Nov 2016, at 8:02 AM, Stephen Switzer > wrote:


For anyone who it may help:
   We use request tracker for ticketing and have had N-Central 
installed for about a year. While N-Central can send an email to any 
ticketing system, its much nicer to have full integration so we can 
see the complete ticket information from N-Central, auto open and 
close are available features, etc.


   I asked on another list a while back if anyone had an installation 
of Help Desk Manager I could experiment with to simulate the API. I 
finally succeeded on my own and have a working model by adding code 
to the RT server which intercepts calls to 
/helpdesk/WebObjects/Helpdesk.woa/rs/* and sends them to PHP code 
that simulates the Help Desk Manager API. I chose PHP since I could 
code faster and already wrote a REST API there before. N-Central 
thinks it's talking to Help Desk Manager and happily integrates.


   I'm planning to open source the code when its more stable and 
configurable. It should work for anything that supports HDM. Is there 
anyone else in the list that could benefit from this integration? 
Anyone else use an RMM that supports HDM, but prefer to use RTIR?


Sent from Nine 


-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training

* Los Angeles - January 9-11 2017




-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017


-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

[rt-users] Assets over REST API

[Stephen Switzer]

Is there any way to access the Assets in RT over the REST API? I can't
find anything in a Google search. 

Thanks! 

-- 
Best regards,
Steve 

Stephen H. Switzer 
President & Chief Technical Consultant 

st...@sbsroc.com 

MAIN:
CELL: 
+1 (585) 298-9420   EXT: 7001
+1 (585) 202-8312 

Support Desk:
supp...@sbsroc.com 

FAX: 
+1 (585) 625-0020 

This e-mail contains proprietary information some or all of which may be
legally privileged. It is for the intended recipient only. If an
addressing or transmission error has misdirected this e-mail, please
notify the author by replying to this e-mail. If you are not the
intended recipient you must not use, disclose, distribute, copy, print
or rely on this e-mail. The content of this email may contain private
views and opinions, which do not constitute formal disclosure or
commitment unless specifically stated. We do not enter into legally
binding agreements via email. 

 [1]
 [2]
 [3]
 [4]
 [5]

 

Links:
--
[1] http://www.sbsroc.com
[2] https://plus.google.com/+SwitzerBusinessSolutionsLLCRochester
[3] https://www.facebook.com/sbsolutions
[4] https://www.linkedin.com/company/switzer-business-solutions-llc
[5] https://twitter.com/sbsroc-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Enabling full text index, getting "MySQL server has gone away"

[James Zuelow]

That’s good.  I was concerned that you had the same issue with MySQL 5.7 and 
the implications for RT on Stretch.

Max_allowed_packet does not work with 5.6.29 or 5.6.30 (at least not the Debian 
packages at those versions).


James



From: Alex Hall [mailto:ah...@autodist.com]
Sent: Monday, November 14, 2016 1:33 PM
To: James Zuelow
Cc: martin.whel...@greenhills-it.co.uk; rt-users
Subject: Re: [rt-users] Enabling full text index, getting "MySQL server has 
gone away"

For future readers, my own solution was--thankfully--much simpler. Nowhere that 
I found in the docs I was reading did it say you had to add the 
max_allowed_packet setting under a section called [mysqld] in my.cnf. As soon 
as I did that, my setting took effect, and the full text setup ran perfectly.

On Mon, Nov 14, 2016 at 12:10 PM, James Zuelow 
mailto:james.zue...@juneau.org>> wrote:
I had success by using Debian’s snapshot server and downgrading MySQL 5.6.27-2 
and then running rt-setup-fulltext-index.  That worked perfectly.

You can safely “upgrade” back to your current version after the setup script 
runs – the fulltext index maintenance script will run fine.

If downgrading worked, please update my Debian bug report with the version that 
did not work for you:  http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=840780


James
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Enabling full text index, getting "MySQL server has gone away"

[Alex Hall]

For future readers, my own solution was--thankfully--much simpler. Nowhere
that I found in the docs I was reading did it say you had to add the
max_allowed_packet setting under a section called [mysqld] in my.cnf. As
soon as I did that, my setting took effect, and the full text setup ran
perfectly.

On Mon, Nov 14, 2016 at 12:10 PM, James Zuelow 
wrote:

> I had success by using Debian’s snapshot server and downgrading MySQL
> 5.6.27-2 and then running rt-setup-fulltext-index.  That worked perfectly.
>
>
>
> You can safely “upgrade” back to your current version after the setup
> script runs – the fulltext index maintenance script will run fine.
>
>
>
> If downgrading worked, please update my Debian bug report with the version
> that did not work for you:  http://bugs.debian.org/cgi-
> bin/bugreport.cgi?bug=840780
>
>
>
>
>
> James
>
>
>
> *From:* rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *On
> Behalf Of *Alex Hall
> *Sent:* Monday, November 14, 2016 7:57 AM
> *To:* martin.whel...@greenhills-it.co.uk
> *Cc:* rt-users
> *Subject:* Re: [rt-users] Enabling full text index, getting "MySQL server
> has gone away"
>
>
>
> Thanks for the correction. I hate to say it, but this didn't change the
> results I'm seeing at all. I just updated /etc/mysql/conf.d/mysql.cnf,
> restarted MySQL, and ran the full-text index command again. I got the exact
> same errors as before.
>
>
>
> On Mon, Nov 14, 2016 at 11:50 AM, Martin Wheldon <
> martin.whel...@greenhills-it.co.uk> wrote:
>
> Hi Alex,
>
> I think the mysql configuration be "max_allowed_packet" rather than
> "max_packet_size".
>
> Best Regards
>
> Martin
>
>
>
> On 2016-11-14 13:54, Alex Hall wrote:
>
> I should also say that I've already tried setting my MySQL
> max_packet_size. 500M didn't do it, so I upped it to 5000M, restarting
> the service both times. That hasn't changed the warnings I'm getting,
> and I really don't think any attachments are over 5GB. Plus, the first
> few warnings are that "st execute failed", not about attachments not
> being indexed.
>
> On Mon, Nov 14, 2016 at 7:46 AM, Alex Hall  wrote:
>
> Hi all,
> As the subject says, I'm trying to enable full text indexing. I've
> updated MySQL to 5.7 (on Debian 8) and ran
>
> /opt/rt4/sbin/rt-setup-fulltext-index --dba root --dba-password pwd
>
> However, I get a bunch of warnings about executing the SQL
> statements and, after that, that attachments can't be indexed. In
> all cases, the main problem is the same: "the MySQL server has gone
> away". The initial connection was successful, so I'm not sure what
> the problem is. I also tested the root login after the 5.7 update,
> just to be sure it worked, and it was fine. Has anyone ever seen
> this happen? Any suggestions on what to do about it? Thanks!
>
> --
>
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
>
>
> --
>
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
>
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Los Angeles - January 9-11 2017
>
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Los Angeles - January 9-11 2017
>
>
>
>
> --
>
> Alex Hall
>
> Automatic Distributors, IT department
>
> ah...@autodist.com
>



-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Unable to create tickets after MySQL update?

[Alex Hall]

Hi all,
Ticket creation is working, now that I've finally gotten it out of strict
mode. You'd think it would check its own cnf file for errors on startup,
but nope, it doesn't notice until you try to log in using the 'mysql -u'
command. Not even an error in the log file. Anyway...

Priority is still not sticking, which doesn't surprise me. If RT is
inserting a string into an int, MySQL would put a 0 in that field. What did
surprise me is that disabling the PriorityAsString extension didn't help. I
set the priority to be 15, and when I created the cicket, it was still 0.
Yet the log shows none of the messages I've been seeing, as though it
thought it worked. Very odd stuff.

As to testing, yes, I normally do. I got to work very early today--a
Monday--with my mind set on updating MySQL and enabling full text search
before people got here and started using the system. Because of the hour,
or maybe because the tutorials I'd read made updating sound so easy, I
completely forgot to run all this on the test server first. Not a good move
on my part.

On Mon, Nov 14, 2016 at 4:24 PM, Matt Zagrabelny  wrote:

> Hi Alex,
>
> On Mon, Nov 14, 2016 at 10:37 AM, Alex Hall  wrote:
> > Hello again all,
> > I just discovered I have a more serious problem than full-text indexing
> not
> > working. I'm getting an error when anyone tries to make a ticket, and the
> > ticket is never created. Here's the message:
> >
> > Nov 14 11:31:03 server24 RT: [2522] DBD::mysql::st execute failed:
> Incorrect
> > integer value: 'ARRAY(0x18325928)' for column 'Priority' at row 1 at
> > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 586.
> >
> > I have the PriorityAsString extension installed, but that's been working
> > perfectly for weeks. I've also modified some files so that the user can
> > select a priority on the main ticket creation page instead of going to
> the
> > details view, but that's also been working smoothly. The only major
> change
> > is the MySQL 5.5 upgrade to 5.7, but why that would be the cause, given
> the
> > error message, I'm not sure. If RT were trying to insert a string like
> that
> > before, it should have never worked. Is there anything I can do to fix
> this?
> > I'd rather not revert to 5.5, because I still want that full-text
> indexing
> > at some point and would rather fix this problem so I can keep trying to
> do
> > that. Thanks!
>
> Some thoughts...
>
> What do your PriorityAsString configs look like?
>
> Try disabling PriorityAsString.
>
> I know it doesn't help where you're at right now, but are you testing
> your changes in a test environment before making these changes in
> production?
>
> -m
>



-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Unable to create tickets after MySQL update?

[Matt Zagrabelny]

Hi Alex,

On Mon, Nov 14, 2016 at 10:37 AM, Alex Hall  wrote:
> Hello again all,
> I just discovered I have a more serious problem than full-text indexing not
> working. I'm getting an error when anyone tries to make a ticket, and the
> ticket is never created. Here's the message:
>
> Nov 14 11:31:03 server24 RT: [2522] DBD::mysql::st execute failed: Incorrect
> integer value: 'ARRAY(0x18325928)' for column 'Priority' at row 1 at
> /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 586.
>
> I have the PriorityAsString extension installed, but that's been working
> perfectly for weeks. I've also modified some files so that the user can
> select a priority on the main ticket creation page instead of going to the
> details view, but that's also been working smoothly. The only major change
> is the MySQL 5.5 upgrade to 5.7, but why that would be the cause, given the
> error message, I'm not sure. If RT were trying to insert a string like that
> before, it should have never worked. Is there anything I can do to fix this?
> I'd rather not revert to 5.5, because I still want that full-text indexing
> at some point and would rather fix this problem so I can keep trying to do
> that. Thanks!

Some thoughts...

What do your PriorityAsString configs look like?

Try disabling PriorityAsString.

I know it doesn't help where you're at right now, but are you testing
your changes in a test environment before making these changes in
production?

-m
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Unable to create tickets after MySQL update?

[Martin Wheldon]

Hi Alex,

You could try disabling the PriorityAsString as a test, as least it will 
narrow down your problem space.


Best Regards

Martin

On 2016-11-14 21:15, Alex Hall wrote:

Update: still not working. I tried setting sql-mode to an empty
string, like it would have been in 5.5, and to all the 5.7 standard
ones except strict_trans_tables. Neither helped. Updating existing
tickets, and all data retrieval, seem to work fine. It's just that
priority getting a string (that looks like a variable pointer) instead
of an integer that's causing the problem. Until I fix this, no one can
make tickets, so if anyone has any suggestions, please share them.
Thanks.

On Mon, Nov 14, 2016 at 11:37 AM, Alex Hall 
wrote:


Hello again all,
I just discovered I have a more serious problem than full-text
indexing not working. I'm getting an error when anyone tries to make
a ticket, and the ticket is never created. Here's the message:

Nov 14 11:31:03 server24 RT: [2522] DBD::mysql::st execute failed:
Incorrect integer value: 'ARRAY(0x18325928)' for column 'Priority'
at row 1 at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 586.

I have the PriorityAsString extension installed, but that's been
working perfectly for weeks. I've also modified some files so that
the user can select a priority on the main ticket creation page
instead of going to the details view, but that's also been working
smoothly. The only major change is the MySQL 5.5 upgrade to 5.7, but
why that would be the cause, given the error message, I'm not sure.
If RT were trying to insert a string like that before, it should
have never worked. Is there anything I can do to fix this? I'd
rather not revert to 5.5, because I still want that full-text
indexing at some point and would rather fix this problem so I can
keep trying to do that. Thanks!

--

Alex Hall
Automatic Distributors, IT department
ah...@autodist.com


--

Alex Hall
Automatic Distributors, IT department
ah...@autodist.com

-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Unable to create tickets after MySQL update?

[Alex Hall]

Update: still not working. I tried setting sql-mode to an empty string,
like it would have been in 5.5, and to all the 5.7 standard ones except
strict_trans_tables. Neither helped. Updating existing tickets, and all
data retrieval, seem to work fine. It's just that priority getting a string
(that looks like a variable pointer) instead of an integer that's causing
the problem. Until I fix this, no one can make tickets, so if anyone has
any suggestions, please share them. Thanks.

On Mon, Nov 14, 2016 at 11:37 AM, Alex Hall  wrote:

> Hello again all,
> I just discovered I have a more serious problem than full-text indexing
> not working. I'm getting an error when anyone tries to make a ticket, and
> the ticket is never created. Here's the message:
>
> Nov 14 11:31:03 server24 RT: [2522] DBD::mysql::st execute failed:
> Incorrect integer value: 'ARRAY(0x18325928)' for column 'Priority' at row 1
> at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 586.
>
> I have the PriorityAsString extension installed, but that's been working
> perfectly for weeks. I've also modified some files so that the user can
> select a priority on the main ticket creation page instead of going to the
> details view, but that's also been working smoothly. The only major change
> is the MySQL 5.5 upgrade to 5.7, but why that would be the cause, given the
> error message, I'm not sure. If RT were trying to insert a string like that
> before, it should have never worked. Is there anything I can do to fix
> this? I'd rather not revert to 5.5, because I still want that full-text
> indexing at some point and would rather fix this problem so I can keep
> trying to do that. Thanks!
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
>



-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Enabling full text index, getting "MySQL server has gone away"

[James Zuelow]

I had success by using Debian’s snapshot server and downgrading MySQL 5.6.27-2 
and then running rt-setup-fulltext-index.  That worked perfectly.

You can safely “upgrade” back to your current version after the setup script 
runs – the fulltext index maintenance script will run fine.

If downgrading worked, please update my Debian bug report with the version that 
did not work for you:  http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=840780


James

From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Alex Hall
Sent: Monday, November 14, 2016 7:57 AM
To: martin.whel...@greenhills-it.co.uk
Cc: rt-users
Subject: Re: [rt-users] Enabling full text index, getting "MySQL server has 
gone away"

Thanks for the correction. I hate to say it, but this didn't change the results 
I'm seeing at all. I just updated /etc/mysql/conf.d/mysql.cnf, restarted MySQL, 
and ran the full-text index command again. I got the exact same errors as 
before.

On Mon, Nov 14, 2016 at 11:50 AM, Martin Wheldon 
mailto:martin.whel...@greenhills-it.co.uk>> 
wrote:
Hi Alex,

I think the mysql configuration be "max_allowed_packet" rather than 
"max_packet_size".

Best Regards

Martin


On 2016-11-14 13:54, Alex Hall wrote:
I should also say that I've already tried setting my MySQL
max_packet_size. 500M didn't do it, so I upped it to 5000M, restarting
the service both times. That hasn't changed the warnings I'm getting,
and I really don't think any attachments are over 5GB. Plus, the first
few warnings are that "st execute failed", not about attachments not
being indexed.

On Mon, Nov 14, 2016 at 7:46 AM, Alex Hall 
mailto:ah...@autodist.com>> wrote:
Hi all,
As the subject says, I'm trying to enable full text indexing. I've
updated MySQL to 5.7 (on Debian 8) and ran

/opt/rt4/sbin/rt-setup-fulltext-index --dba root --dba-password pwd

However, I get a bunch of warnings about executing the SQL
statements and, after that, that attachments can't be indexed. In
all cases, the main problem is the same: "the MySQL server has gone
away". The initial connection was successful, so I'm not sure what
the problem is. I also tested the root login after the 5.7 update,
just to be sure it worked, and it was fine. Has anyone ever seen
this happen? Any suggestions on what to do about it? Thanks!

--

Alex Hall
Automatic Distributors, IT department
ah...@autodist.com

--

Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Los Angeles - January 9-11 2017
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017



--
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Enabling full text index, getting "MySQL server has gone away"

[Alex Hall]

Thanks for the correction. I hate to say it, but this didn't change the
results I'm seeing at all. I just updated /etc/mysql/conf.d/mysql.cnf,
restarted MySQL, and ran the full-text index command again. I got the exact
same errors as before.


On Mon, Nov 14, 2016 at 11:50 AM, Martin Wheldon <
martin.whel...@greenhills-it.co.uk> wrote:

> Hi Alex,
>
> I think the mysql configuration be "max_allowed_packet" rather than
> "max_packet_size".
>
> Best Regards
>
> Martin
>
>
> On 2016-11-14 13:54, Alex Hall wrote:
>
>> I should also say that I've already tried setting my MySQL
>> max_packet_size. 500M didn't do it, so I upped it to 5000M, restarting
>> the service both times. That hasn't changed the warnings I'm getting,
>> and I really don't think any attachments are over 5GB. Plus, the first
>> few warnings are that "st execute failed", not about attachments not
>> being indexed.
>>
>> On Mon, Nov 14, 2016 at 7:46 AM, Alex Hall  wrote:
>>
>> Hi all,
>>> As the subject says, I'm trying to enable full text indexing. I've
>>> updated MySQL to 5.7 (on Debian 8) and ran
>>>
>>> /opt/rt4/sbin/rt-setup-fulltext-index --dba root --dba-password pwd
>>>
>>> However, I get a bunch of warnings about executing the SQL
>>> statements and, after that, that attachments can't be indexed. In
>>> all cases, the main problem is the same: "the MySQL server has gone
>>> away". The initial connection was successful, so I'm not sure what
>>> the problem is. I also tested the root login after the 5.7 update,
>>> just to be sure it worked, and it was fine. Has anyone ever seen
>>> this happen? Any suggestions on what to do about it? Thanks!
>>>
>>> --
>>>
>>> Alex Hall
>>> Automatic Distributors, IT department
>>> ah...@autodist.com
>>>
>>
>> --
>>
>> Alex Hall
>> Automatic Distributors, IT department
>> ah...@autodist.com
>>
>> -
>> RT 4.4 and RTIR training sessions, and a new workshop day!
>> https://bestpractical.com/training
>> * Los Angeles - January 9-11 2017
>>
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Los Angeles - January 9-11 2017
>



-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Enabling full text index, getting "MySQL server has gone away"

[Martin Wheldon]

Hi Alex,

I think the mysql configuration be "max_allowed_packet" rather than 
"max_packet_size".


Best Regards

Martin

On 2016-11-14 13:54, Alex Hall wrote:

I should also say that I've already tried setting my MySQL
max_packet_size. 500M didn't do it, so I upped it to 5000M, restarting
the service both times. That hasn't changed the warnings I'm getting,
and I really don't think any attachments are over 5GB. Plus, the first
few warnings are that "st execute failed", not about attachments not
being indexed.

On Mon, Nov 14, 2016 at 7:46 AM, Alex Hall  wrote:


Hi all,
As the subject says, I'm trying to enable full text indexing. I've
updated MySQL to 5.7 (on Debian 8) and ran

/opt/rt4/sbin/rt-setup-fulltext-index --dba root --dba-password pwd

However, I get a bunch of warnings about executing the SQL
statements and, after that, that attachments can't be indexed. In
all cases, the main problem is the same: "the MySQL server has gone
away". The initial connection was successful, so I'm not sure what
the problem is. I also tested the root login after the 5.7 update,
just to be sure it worked, and it was fine. Has anyone ever seen
this happen? Any suggestions on what to do about it? Thanks!

--

Alex Hall
Automatic Distributors, IT department
ah...@autodist.com


--

Alex Hall
Automatic Distributors, IT department
ah...@autodist.com

-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

[rt-users] Unable to create tickets after MySQL update?

[Alex Hall]

Hello again all,
I just discovered I have a more serious problem than full-text indexing not
working. I'm getting an error when anyone tries to make a ticket, and the
ticket is never created. Here's the message:

Nov 14 11:31:03 server24 RT: [2522] DBD::mysql::st execute failed:
Incorrect integer value: 'ARRAY(0x18325928)' for column 'Priority' at row 1
at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 586.

I have the PriorityAsString extension installed, but that's been working
perfectly for weeks. I've also modified some files so that the user can
select a priority on the main ticket creation page instead of going to the
details view, but that's also been working smoothly. The only major change
is the MySQL 5.5 upgrade to 5.7, but why that would be the cause, given the
error message, I'm not sure. If RT were trying to insert a string like that
before, it should have never worked. Is there anything I can do to fix
this? I'd rather not revert to 5.5, because I still want that full-text
indexing at some point and would rather fix this problem so I can keep
trying to do that. Thanks!

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Enabling full text index, getting "MySQL server has gone away"

[Alex Hall]

I should also say that I've already tried setting my MySQL max_packet_size.
500M didn't do it, so I upped it to 5000M, restarting the service both
times. That hasn't changed the warnings I'm getting, and I really don't
think any attachments are over 5GB. Plus, the first few warnings are that
"st execute failed", not about attachments not being indexed.

On Mon, Nov 14, 2016 at 7:46 AM, Alex Hall  wrote:

> Hi all,
> As the subject says, I'm trying to enable full text indexing. I've updated
> MySQL to 5.7 (on Debian 8) and ran
>
> /opt/rt4/sbin/rt-setup-fulltext-index --dba root --dba-password pwd
>
> However, I get a bunch of warnings about executing the SQL statements and,
> after that, that attachments can't be indexed. In all cases, the main
> problem is the same: "the MySQL server has gone away". The initial
> connection was successful, so I'm not sure what the problem is. I also
> tested the root login after the 5.7 update, just to be sure it worked, and
> it was fine. Has anyone ever seen this happen? Any suggestions on what to
> do about it? Thanks!
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
>



-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

[rt-users] Enabling full text index, getting "MySQL server has gone away"

[Alex Hall]

Hi all,
As the subject says, I'm trying to enable full text indexing. I've updated
MySQL to 5.7 (on Debian 8) and ran

/opt/rt4/sbin/rt-setup-fulltext-index --dba root --dba-password pwd

However, I get a bunch of warnings about executing the SQL statements and,
after that, that attachments can't be indexed. In all cases, the main
problem is the same: "the MySQL server has gone away". The initial
connection was successful, so I'm not sure what the problem is. I also
tested the root login after the 5.7 update, just to be sure it worked, and
it was fine. Has anyone ever seen this happen? Any suggestions on what to
do about it? Thanks!

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017