Re: [rt-users] Enable devel-mode on existing RT instance?

[Joop van de Wege]

On November 2, 2016 9:33:32 PM GMT+01:00, Landon Stewart 
 wrote:
>On Nov 2, 2016, at 10:45 AM, Alex Hall
>> wrote:
>
>Hi all,
>I'm getting an error in an overlay, but nothing is logged. I know I can
>use
>./configure --devel-mode
>to help, though whether that will show additional information for
>errors like this I'm not sure. Either way, how do I enable it on an
>existing installation of RT? Do I go back to the unpacked source and
>re-run the configure script, or is there more to it? Thanks.
>
>Update your RT_SiteConfig.pm with the following and then restart
>apache:
>Set($DevelMode, '1');
>
That too but DevelMode needs a few extra non standard Perl packages. Rerun 
configure with the development switch added and then run make testdeps to see 
what will be installed, then run make fixdeps.

Joop

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Re: [rt-users] Status of RepliesToResolved extension for RT 4.4.x?

[Joop van de Wege]

On September 16, 2016 9:38:30 PM GMT+02:00, Diego Morales 
 wrote:
>Does anybody know about the status of the RepliesToResolved extension
>for
>RT 4.4.x ?
>
>Not much response about it on its bug tracker (two questions about it,
>one
>is mine):
>https://rt.cpan.org/Public/Dist/Display.html?Name=RT-Extension-RepliesToResolved
>
>On the GitHub repo there's a somewhat weird commit just bumping
>requirements for 4.6:
>https://github.com/bestpractical/rt-extension-repliestoresolved/commit/9b8f1e6c93500d6b1583e98d14cc74f5d2df
>
>Somewhat weird because ...
>
>* It has not "propagated" to the metacpan repo (I have no idea how that
>flow is supposed to work here):
>https://metacpan.org/release/RT-Extension-RepliesToResolved
>* It's the only commit its author made to the project
>* Given the warnings about changes in Email interface in the release
>notes
>I expected something like this should need more work...
>* It just doesn't work (I might have to try harder... but it's weird
>anyway)
>
>Thanks in advance,
>
>
>Diego Morales
>Fones: +55 51 3024-3568 | +55 11 4063-8864
>Propus - TI alinhada a negócios
>Service | Telecom | Tech | Data Science
>www.propus.com.br
>
>
>
>
>-
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>* Los Angeles - Q1 2017

I'll need to check but I think we use that extension with our 4.4 RT and it 
works OK.

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Re: [rt-users] System switched to Install screen

[Joop van de Wege]

Felix Bachmann fe...@earthshadow.org schreef op 25 augustus 2015 01:04:29 
CEST:
Hi all,
I am hoping to get some hints for you. I was running version 4.2.4 for
a long time. Today I had some issues with the mysql database server and
after restart RT is always switching to the install screen as if it
doesn’t find the database.
It looks like apache can't access rt_siteconfig.pm.

Joop

Re: [rt-users] Email Tag

[Joop van de Wege]

Bryon Baker bba...@copesan.com schreef op 30 juni 2015 17:14:03 CEST:
Is there somewhere I can go to find information about the X-headers?

For example.
serverfault.com/questions/205707/dkim-and-request-tracker-headers
Your mail from RT.

Joop

Re: [rt-users] Script for AutoResolving after X days?

[Joop van de Wege]

Johan Sundström johan.sundst...@vbm.se schreef op 23 april 2015 13:35:12 
CEST:
Hi!

I would like to be able to auto-resolve tickets i have replyied to if i
dont get a response from the user in X days. Anyone know of a script to
make this happen?
I looked on the contributions-page but could not find anything
suitable..

Have a look at rt-crontool. There are a couple of nice examples on the 
bestpractical website in the docs section about automating RT.

Joop

Re: [rt-users] Question about setting RTFM rights

[Joop van de Wege]

Thanks Ruslan, it works

Joop

Re: [rt-users] Emails not getting through spam filters of many ISP's due to Unknown Error

[Joop van de Wege]

You will need to have a look at your mailserver. Look at masquarading.

Sorry to be so brief, send from my phone.

Joop

Joanne Keown joanne.ke...@coloradogroup.com.au schreef:

Hi RT gurus,

I have a situation where emails from RT are going into SOME  ISP email
inboxes but not others.  Gmail  Hotmail are OK, however, Optusnet and
others are being filtered out as spam with the following message:

Unknown address error ('453', ['#4.1.8 Domain of sender address
r...@rt.coloradogroup.com.aumailto:r...@rt.coloradogroup.com.au
does not exist']) []

Is there somewhere where the config allows me to change the sender
address to something like
r...@coloradogroup.com.aumailto:r...@coloradogroup.com.au?

I have set the following email address into my Queue config for Reply
Address and Comment Address, but as far as I can tell it doesn't
seem to control that:

* customerserv...@dianaferrari.com.au

Once again, any assistance would be greatly appreciated.



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Re: [rt-users] Content searching takes a long time and runs multiple queries

[Joop van de Wege]

Jesse Vincent wrote:


Justin Hayes justin.ha...@openbet.com wrote:


Any view on which is faster Jesse (postgres or mysql/sphinx)?



I haven't yet benchmarked em.


Also how much faster than the old Content search are we talking? Orders
of magnitude, or just 'faster'?


Having played with one of the implementations, it's night and day.
That is, IMHO, if you don't prefix queries for content with % which will 
kill any and all indices on your table.
I have removed the pre/post pending of % from Searchbuilder because of 
this. I rather have that people complain they can't find something then 
that they kill the database. Now they know that if they want search for 
content that they need to add a % at the end and if they really need it 
at the front but they also know that they are gonna wait for it.


Regards,

Joop

Re: [rt-users] webmux.pl error - Apache won't start

[Joop van de Wege]

Patton, Brandon wrote:

Found another error in the apache2 logfile showing this error when trying to 
start apache2.

Can't locate object method Config via package RT at /opt/rt3/bin/webmux.pl 
line 136.
Compilation failed in require at (eval 242) line 1.

This is the other error I have:

Can't load Perl file: /opt/rt3/bin/webmux.pl


Did you run 'make testdeps' ??

Might be that rt-3.8.8 needs newer versions of installed modules or even 
need new modules that currently not installed.


Regards,

Joop

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Re: [rt-users] webmux.pl error - Apache won't start

[Joop van de Wege]

Patton, Brandon wrote:

Found another error in the apache2 logfile showing this error when trying to 
start apache2.

Can't locate object method Config via package RT at /opt/rt3/bin/webmux.pl 
line 136.
Compilation failed in require at (eval 242) line 1.

This is the other error I have:

Can't load Perl file: /opt/rt3/bin/webmux.pl



Can someone please help me? I really need to get this up and running. More 
details can be found below from previous emails.
Thanks!




-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Patton, Brandon
Sent: Tuesday, June 29, 2010 2:50 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Upgrading from RT 3.6.5

Ok, I'm getting closer and closer to getting this to work but having a problem 
with the Apache setup. I have created the config for Apache as shown by 
numerous examples but no matter which example I follow, I get the following 
error trying to start Apache:

Can't load Perl file: /opt/rt3/bin/webmux.pl

If I uncomment the PerlRequire line apache will start and I get the website with the 
Your Almost There! message.

Here is the config info I'm using for Apache

VirtualHost *
ServerName nethealth
DocumentRoot /opt/rt3/share/html
AddDefaultCharset UTF-8
PerlModule Apache2 Apache::compat
PerlModule Apache::DBI
PerlRequire /opt/rt3/bin/webmux.pl
ErrorLog /opt/rt3/var/log/apache2.error

Location /
SetHandler perl-script
PerlHandler RT::Mason
/Location
/VirtualHost


This is my RT config vhost

VirtualHost *
ServerName rt3.server.nl
DocumentRoot /opt/rt3/share/html

PerlModule Apache::DBI
PerlRequire /opt/rt3/bin/webmux.pl

Alias /rt3 /opt/rt3/share/html

Location /NoAuth/images
SetHandler default
/Location

Location /rt3/
SetHandler perl-script
PerlHandler RT::Mason
/Location

ErrorLog /var/log/httpd/rt_error.log
# Possible values include: debug, info, notice, warn, error, crit,
# alert, emerg.
LogLevel info
ServerSignature On
/VirtualHost

This one is simpler might help since it doesn't include the problem 
module. Further do you have the latest of Apache::DBI installed? If my 
memory is correct I had problems that make testdeps didn't detect if I 
had it installed. Had to do that by hand.


Regards,

Joop

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Re: [rt-users] User login logout details

[Joop van de Wege]

Hello Tony



Any updates on this?

Well, you can find login details in rt.log but only when loglevel is 
debug I think. For logout thats a whole other problem. If someone just 
decides to close its browser and then go home, you'll never recieve a 
logout from that.
Apart from that I don't think the logout link will output debug info 
into rt.log. That is something you'll need to add.


Regards,

Joop

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Re: [rt-users] RT3.8.8 CentOs

[Joop van de Wege]

Bouzite, Radouan wrote:

Where can I find RT3.8.8compiled version for CentOs ?
There is no RT3.8.8 version yet in any repo that I know of. But you 
could download the source, run configure and install it.

Using 'make fixdeps' will fix all dependancies for you.
Run Centos5 with rt3.8.8 myself and no problems

Regards,

Joop

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Re: [rt-users] RT::Extension::PriorityAsString stops working when adding another PLugin.

[Joop van de Wege]

Michael Neuschafer wrote:
 Anytime I add any new @Plugins in the RT site config it causes my 
 RT::Extension::PriorityAsString to malfunction and shows numbers rather 
 than Low, Medium, High.  Anybody know what can cause this? The new 
 plugin will work but not my RT::Extension::PriorityAsString.  Please help.
Please post the relevant part of your RT_SiteConfig.pm
Should like like: Set(@Plugins,qw(RT::FM RT::Extension::ForkTicket 
RT::Extension::ResetPassword));

But my guess is that yours contains only one element and that you're 
having more than one like this:
Set(@Plugins,qw(RT::FM));
Set(@Plugins,qw(RT::Extension::ForkTicket));

Regards,

Joop
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Re: [rt-users] DataBase question for RT 3.8.7

[Joop van de Wege]

Ken Crocker wrote:
 To list,
 
 Were there any new Tables added to the DataBase for 3.8.7 not in 3.6.4?
You can check that yourself by looking at the source archive. Look in 
the etc/upgrade/.. for the file 'content'. Those files hold changes to 
the database, if I'm correct.

Regards,

Joop
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Re: [rt-users] Creating Group and giving Rights.

[Joop van de Wege]

Ken Crocker wrote:
 JJussi,
 
 I use the WebUI. It's wy easier. The programming is already 
 done, so why re-create the same wheel?
Well, ever tried to change a couple of hundred users and/or groups that 
way ;-)

I wrote a script which sets rights on groups/queues/global. Will try to 
dig it up and post to the wiki, even its a bit rough.

Regards,

Joop
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Re: [rt-users] PErl question for RT Status values

[Joop van de Wege]

Ken Crocker wrote:
 To list,
 
 In the past (3.6.4) I was able to add a couple values for my @active 
 ticket statuses by modifying the RT_SiteCOnfig.pm values thus:
 
 @ActiveStatus = ('new', 'open', 'pending QA', 'QA approvd', 'stalled') 
 unless @ActiveStatus;
 
 Now, with the more stringent syntax, I have this:
 
 Set(@ActiveStatus, (qw(''new' 'open' 'pending QA' 'QA approvd' 'stalled')));
 
 The problem is that the single quotes end up as part of the value. I 
 can't just remove them because I need to protect the integreity of two 
 values that include an embedded space ('pending QA' and 'QA approvd').
Did you try to use double quotes?, like
Set(@ActiveStatus, (qw('new' 'open' 'pending QA' 'QA approvd' 
'stalled')));


Regards,

Joop

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Re: [rt-users] Could not set preferences

[Joop van de Wege]

Ken Crocker wrote:
 To list,
 
 I finally got 3.8.6 up in Linux. In testing it out, I found that when I 
 made changes to the arrangement in my home page, nothing worked. I tried 
 moving a few queries around from the left to right of the screen and 
 top-down, to no avail.
 Also, when I tried to change my preferences in default Queue, I got an 
 error message:
 
 Content could not be set to HASH(0xccb3218).
 
 Help anyone?

Please upgrade to 3.8.7 of RT which fixes ATLEAST one showstopper bug in 
conjuction with Oracle.
I'm  almost sure that your problems will go away when you install rt-3.8.7

Regards,

Joop
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Re: [rt-users] bulk rights change for users?

[Joop van de Wege]

John Roman wrote:
 Greetings,
 is it possible to apply a bulk rights change to every RT users, or a set 
 of users accounts such that the let user be granted rights option is 
 removed?
 
 Thank you
 
 
 nimb...@sdf.lonestar.org
 SDF Public Access UNIX System - http://sdf.lonestar.org
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I promised a looonnng time ago I would post a couple of scripts which 
would do mass changes to rights in RT.
If time permitting I'll schedule that post to the wiki this week or at 
the latest next week, famous last words ;-)

Regards,

Joop
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Re: [rt-users] Oracle data problem

[Joop van de Wege]

Matt Miller wrote:
 Using RT 3.8.5, Perl 5.10.1, mod_perl 2.0.4, and Apache 2.2.13.  I
 have the following Oracle client packages installed on my CentOS 5.3
 x86_64 box:
 oracle-instantclient11.1-basic-11.1.0.7.0-1
 oracle-instantclient11.1-sqlplus-11.1.0.7.0-1
 oracle-instantclient11.1-devel-11.1.0.7.0-1
 
 My Oracle server is running on a separate server from the RT
 application.  I have confirmed connectivity using SQL*Plus.

 
 I strongly doubt this is a compilation problem because the rtdb_user
 is created and I can see the RT login screen in my web browser.  I
 have tried populating the database this with both root and the RT
 user's login, both of which are able to connect to the database using
 SQL*Plus and have their environment variables set to the following:
 NLS_NCHAR=AL32UTF8
 NLS_LANG=AMERICAN_AMERICA.AL32UTF8
 
 
 Thoughts?
Yes, a bug in DBD::Oracle-1.23. Check your version and if it is  1.23 
downgrade to 1.22 and you'll be fine. I found this bug and searching the 
archives of both devel and user should find a post of mine about it.

Regards,

Joop

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Re: [rt-users] Dashboard subscriptions not working in RT 3.8.4

[Joop van de Wege]

Justin Hayes wrote:
 Hopefully my last question before I get 3.8.4 live :)
 
 I've playing around with the new 'dashboards' functionality. It all  
 looks very useful, and I think my customers would like it as well,  
 however I can't seem to get subscriptions to work.
 
 I've set up a dashboard and configured it to mail me daily at 1pm but  
 I never get any emails. Are there any configs I have to turn on to get  
 this to work? I'm getting other RT mails from the system so it's not  
 like mail is broken or something.
Did you setup your crontab to contain the following?

0 * * * * /opt/rt3/sbin/rt-email-dashboards

Regards,

Joop
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Re: [rt-users] Failed To Record Message

[Joop van de Wege]

Varun wrote:
 Apache error log says fail to execute query
 
 
 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server
 /opt/rt3/bin/mason_handler.fcgi stderr: RT::Handle=HASH(0x9acfd4c)
 couldn't execute the query 'INSERT INTO Transactions (OldValue,
 NewReference, OldReference, NewValue, Creator, ObjectId, Type, Field,
 ReferenceType, Created, id, Data, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?,
 ?, ?, ?, ?, ?, ?)' at
 /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 522,
 referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483
 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server
 /opt/rt3/bin/mason_handler.fcgi stderr:
 \tDBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x9acfd4c)',
 'INSERT INTO Transactions (OldValue, NewReference, OldReferenc...', 'undef',
 'undef', 'undef', 'undef', 12, 123572, 'Create', ...) called at

Whats missing is the ORA- error that should be there too. Oracle is 
refusing the insert but it normally reports why. Could be a unique key 
violation or invalid data etc.

Regards,

Joop
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Re: [rt-users] RT Query Logging

[Joop van de Wege]

Varun Vyas wrote:
 Hello All
 
 Can anyone can tell me how i can log my queries that hits my database in 
 RT.log. I am using oracle 9i and RT 3.6.3 we have a performance issue as 
I saw that it is now working for you, query logging that is.

 our RT is very slow and takes 15-20 seconds for database operations. So 
 i want to log my queries so that i can then analyze them for performance 
 optimisation. And also i m getting internal server error frequently can 
 any one tell me how can i correct it

Timeout can be circumvented by increasing the fastcgi timeout but that 
doesn't speed up RT.
I gather from your emails that it is not displaying that is rel slow 
but the updates and inserts which points to problems with the indices of 
Oracle. Each insert/update updates the index. Do you have your index 
tablespace of the rt schema on a different drive than your data tablespace?
Do you have archiving enabled? and where are your archives being written 
to? and what about the redo logs?

What is the general write performance to that drive?

Hopefully some of these question will help you pinpoint where the 
problem is.

Regards,

Joop
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Re: [rt-users] RT 3.8.4 install on Oracle - ORA-04043: object Users does not exist

[Joop van de Wege]

Eric Coleman wrote:

 When the RT build process (make initialize-database) reaches the create 
 schema step I’m receiving an Oracle 4043 error when the Users tables is 
 populated.  The schema objects (tables, indexes and sequences) are being 
 generated successfully so I’m confident that DBI is making the 
 connection to the Oracle DB.  I’ve verified that the Users table exists 
 and via the rt_user user as well as via the system (via alter session 
 similar to the build process) account, both of which are able to 
 successfully access this table. 
 
 ORACLE dependencies:
 
 DBD::Oracle...found
 
I wrote a post last week to rt-devel/rt-user about this. My guess is 
that you're upto date on DBD::Oracle (1.23), in that case install 1.22 
and do a make dropdb followed by a make initdb. Things will go right 
this time. Seems like a bug has crept into DBD::Oracle in 1.23

Regards,

Joop
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Re: [rt-users] RT on Oracle - ORA-04043 object Attachments does not exist

[Joop van de Wege]

Nick Yonko wrote:
 I am getting an error when rt-mailgate sends an email to RT saying that the 
 Attachments object does not exist.  The email is received and the details of 
 it are written to the database, however the body of the email is missing.  
 Has anyone dealt with this?  I am on Oracle 10.2.0, running RT on openSuSE 
 11.1 using the full administrator install of the Oracle client.
Can you login into the database using sqlplus with user rt_user/... and 
do a:
desc attachments

This should output the table structure of the Attachments table.
Looks like you're missing one table.
What could be the case, no pun indented, is that somehow the table was 
created using quotes which means Oracle is then case sensitive.

Regards,

Joop
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Re: [rt-users] RT on Oracle - ORA-04043 object Attachments does not exist

[Joop van de Wege]

Nick Yonko wrote:
 That was my initial thought, but when I log into the database using the rt 
 user with sqlplus, as the account that runs the apache daemon no less, I can 
 issue a 'desc attachments' command and a 'desc Attachments' command and 
 both return the table structure.
Can you turn on sql logging within RT?
This might give you a clue as to what exact statement is causing the 
ora-04043 error

Regards,

Joop
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Re: [rt-users] Auditing ticket accesses

[Joop van de Wege]

Flynn, Timothy J wrote:
 I am looking for a way to record when someone views a ticket and log it
 somehow.  I know the url accesses are in apache logs.  I am looking for
 something long term that people could easily see when a ticket was
 accessed, by who, and when.  I was thinking about a scrip to do this to
 record instances to a ticket itself.  Also the RT logfile came to mind
 but it is full of other messages and errors.  Has anyone done something
 similar?
 
 RT 3.8.2
I'm assuming you're using mysql otherwise if you would be using Oracle 
you could use the auditing functionality of Oracle to audit access to 
your RT tables.

Greetings,

Joop
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Re: [rt-users] rt3 performance problem when updating a ticket

[Joop van de Wege]

Thiruselvam V wrote:
  I am trying to evaluate RT with Oracle 10g database. Does any one have
   details step to do this?  I am going through the url's meanwhile, if I
   get this would be great.
   thanks
   Thiru
Anything in particular you're having problems with?

We use Oracle extensively, not only for RT, so I might be able to help 
if I know with what.

Regards,

Joop

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Re: [rt-users] sessions table is lost after a system crash

[Joop van de Wege]

Asif Iqbal wrote:
 (user)@webrt:~$ mysql -u root -p
 Enter password:
 Welcome to the MySQL monitor.  Commands end with ; or \g.
 Your MySQL connection id is 11 to server version: 4.0.24-log
 
 Type 'help;' or '\h' for help. Type '\c' to clear the buffer.
 
 mysql use rt3;
 Reading table information for completion of table and column names
 You can turn off this feature to get a quicker startup with -A
 
 Didn't find any fields in table 'sessions'
 Database changed
 mysql
 
 When I try to connect to RT (from cli) I get similar error
 
 RT couldn't store your session.brThis may mean that that the directory 
 '/opt/rt3/var/session_data'
 isn't writable or a database table is missing or corrupt.
 
 How do I fix it?
Have a look at the mysql.sql file in your setup folder of RT or download 
rt and recreate the table.

Regards,

Joop
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Re: [rt-users] sessions table is lost after a system crash

[Joop van de Wege]

Asif Iqbal wrote:
 How do I fix it?
 
 Have a look at the mysql.sql file in your setup folder of RT or
 download rt and recreate the table.
 
 
 I do not see any mysql.sql file in the src dir of rt 3.4.5
 ./etc/schema.mysql
Maybe I meant this file. Did you look at the sql file to determine if 
they would be useful??

Regards,

Joop
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Re: [rt-users] sessions table is lost after a system crash

[Joop van de Wege]

Asif Iqbal wrote:
 I looked at it now. So I can just delete the sessions.MYI,
 sessions.MYD and frm files and recreate the sessions table as in the
 schema? I am assuming it wont break the RT
 
 
 mysqlcheck says this btw,
 
 [..all OK..]
 rt3.Users  OK
 rt3.sessions
 warning  : Table is marked as crashed and last repair failed
 warning  : 9 clients are using or haven't closed the table properly
 warning  : Size of indexfile is: 12666880  Should be: 1024
 error: Found too long record at 82812800
 error: Corrupt
Make a backup or your RT database and remove the sessions table and 
recreate it. How you should remove the corrupt sessions table I don't 
know for sure, thats whats the backup for in case things go really wrong.
I would try to drop the table and if that fails, remove the files from 
that table. If things go wrong, use the backup. Better, restore the 
backup on a backup machine and practice on the backup instead of the 
original.

Regards,

Joop
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Re: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5)

[Joop van de Wege]

Charles Kugelman wrote:
 Ken,
 
  
 
 Thanks for the response. The problem in fact presents itself even before 
 we get to that point (the home page). Essentially, it’s the login page 
 where we see the problem. We come in (in the morning, after RT has been 
 sitting all night with no activity) and open our browsers and we’re not 
 presented with the login page, but instead just a white page which 
 proceeds to “load” for 20 minutes before we’re finally prompted for 
 login. As noted, jamming the F5 button several times will “nudge” the 
 login page to appear instantly. CPU util is nearly nothing all the time 
 on this VM, as well.
That might be your problem, together with something you'll probably find 
hard to believe.
Our setup is more or less the same, Oracle XE together with RT-3.8.2 on 
Ubuntu in a VM running on VMware server 1.0x and also using 1Gb of 
memory and that I have found is a breakpoint in performance. Using only 
786Mb of memory will yield a far more responsive system in the morning, 
especially monday morning, than the 1Gb VM. Our test instance is even 
worse then that. Apaches weekly logrotate, cronjob, will cause Apache to 
not restart. A tell tale sign that your VM has gone to 'sleep' is to ssh 
into it. You'll see terrible connection time whereas if you have been 
using the VM a while it will connect in an instant.

Maybe this helps you narrow it down,

Joop

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Re: [rt-users] Advice for New Machine

[Joop van de Wege]

Ken Crocker wrote:
 John,
 
 
 We are currently running 3.6.4, but DESPERATELY want to upgrade to 
 3.8.2. Hence the desire to get this new zone set up right FIRST, before 
 trying to upgrade. We are an Oracle house, so that's not on the table. 
 So far, I'm leaning toward Linux, but I haven't heard from Jesse or 
 Ruslan, Stephen Turner, Joop, or Mike Peachy or any of the more 
 experienced players yet. I'm actually starting to get excited.
 
Now I feel compelled to reply ;-)
We're an Oracle shop too and have a mixed environment of servers, 
Windows, Linux, Solaris (8 on sparc). Some of our customers do run 
Oracle on Windows, either virtualised or on real hardware, and recently 
we have gone Centos4(5) in a virtualised environment. Sofar we like it. 
Currently we're running our RT installation (3.8.2) on Ubuntu using 
Oracle XE but thats going to be migrated to Centos too. There is a known 
problem with Centos and RT but knowing it makes it no problem. Now we're 
a small shop probably compared to some of the people on this list, you 
included so I don't have to maintain 20+ servers with a small problem 
which then mostly becomes a BIG problem.

So if you have access to half a decent PC you could install VMware or 
VirtualBox or name you're favorite and play around with it. To give you 
some guidance about how long things take:
takes me about 30min to setup a centos4/5 server, mostly default 
settings, about 30-60min to setup Oracle 10g and probably about the same 
amount of time to install RT and thats mostly waiting for cpan to 
install things.
Now I have done this quite a few times so be prepared if you're really a 
noob on linux/solaris commandline stuff (that is DEFINITELY not meant to 
be negative to you)

So bottom line is I would go for Linux except when you need things 
unique to Solaris (zfs,dtrace,zones,??).
Ubuntu is bleeding edge, Centos is 'conservative', RH get you support 
(payed well probably), Suse ? (no experience, other then that its the 
basis of our virtualisation layer)

If you need more help, either virtual or real, just let me know,

Joop
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Re: [rt-users] CommandByMail HELP with install

[Joop van de Wege]

Kenneth Crocker wrote:
 To all,
 
 
   FIRST and FOREMOST!!! I am NOT a Unix guy. I know it runs on a server 
 and we have a Sparc server and our DataBase is Oracle 10g and we are on 
 RT 3.6.4.
   However, I have NO IDEA how directories work when it comes to how an 
 install program looks for or defines where to go to find software it 
 wants to install. I am the Admin guy for RT at our site and so I 
 understand privileges, how to create scrips and templates, Queues, etc. 
 But when it comes to INSTALLING RT or any of the available extensions, 
 I'm lost, TOTALLY!
   I downloaded the CommandByMail extension from CPAN with no problem. 
 However, when I try to follow the instructions, I get the following error:
 
 
   So, if there is a REAL BRAVE SOUL out there, who doesn't mind taking my 
 hand and walking me thru this, PLEASE, PLEASE, PLEASE help me.
 

Sorry, I thought I had the answer for you but it seems that something 
else is going on with perl Makefile.PL.
I do have rt installed at /opt/rt3 and 'perl Makefile.PL' does find it 
there. Now I know of a couple of extensions that ask where RT.pm 
(AssetTracker) if it can't find it. Don't know how perl figures out that 
I have rt in /opt/rt3. It certainly isn't in my @INC
What could be your problem is that you might have two different perls. 
One for solaris and one specific for RT? and that in this case you're 
using the wrong one, just a shot in the dark.

Joop
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Re: [rt-users] RT-Extension-CommandByMail

[Joop van de Wege]

Monti gmail wrote:
 Hi,
 
 I am trying to install RT-Extension-CommandByMail Extention and it does 
 not work well.
 
 When I restart the webserver I get this error:
 
 Sun Oct 19 20:23:25 2008]* [error] Can't locate 
 RT/Extension/CommandByMail.pm in @INC (@INC contains:* 
 /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib 
 /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi 
 /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi 
 /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi 
 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi 
 /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 
 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 
 /usr/lib/perl5/site_perl 
 /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi 
 /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi 
 /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi 
 /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi 
 /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 
 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 
 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi 
 /usr/lib/perl5/5.8.8 . /etc/httpd) at /opt/rt3/bin/../lib/RT.pm line 
 595.\nCompilation failed in require at (eval 2) line 1.\n
 
 
 Any ideas?
Yes, install rt-3.8.1 because it has a fix for the plugin paths which 
are broken in 3.8.0. See also the release notes for 3.8.1 which contain 
more info on other important things fixed in that version.

Greetings,

Joop
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Re: [rt-users] Trouble upgrading to 3.8.1

[Joop van de Wege]

Kenneth Crocker wrote:
   Any clues as to why the C compiler is needed? Thanks.
Not all Perl modules are Pure Perl modules which means that for example 
GD has a Perl interface to the gd.so which fixdeps will try to compile 
for you.
That is probably not the right thing to say but I hope its close enough 
for you to understand the why of th C compiler.

If you really get stuck I might be able to help out, since we used to be 
quite involved with Sun Solaris.

Joop


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[rt-users] Newest history is not being displayed

[Joop van de Wege]

Hi All,

I have a rather strange case where the newest history of a ticket is not 
displayed or when the pref display newest transactions first is set the 
oldest is not displayed.
When people comment/reply to the ticket then the email is send but 
looking at the web interface the correspondence stops at 5-aug.
There is nothing in the logs, using rt cli I can list all transactions 
but the webinterface refuses to let me see any after aug-5
Only thing in the logs is about merged tickets around the time when 
something happens on that ticket.

I'm currently running rt-3.8.1 with RTFM-2.4.0 but it started when on 
rt-3.6.6

Anyone seen this one before ??

Joop
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Re: [rt-users] FW: Updating Tickets - MessageBox Size Double Lines

[Joop van de Wege]

Paul Broadwith wrote:
 I would like to change the size of the message box that is shown when 
 you update a ticket. It’s currently around 10 lines high. In the 
 RT_SiteConfig.pm file I changed the MessageBoxHeight variable to 30 but 
 this doesn’t seem to have made a difference – either it’s the wrong 
 thing to change or it just isn’t working for me.
I think what you're seeing is a 'feature' of the rich text editing mode 
of RT.
I saw the same and plan to disable it globally and then let anyone who 
want to send HTML enriched correspondence do that via user prefs.
Fixing this will mean fixing FCKeditor. Complete documentation can be 
found at http://www.fckeditor.net
Found the fckconfig.js file in /NoAuth/RichText/FCKeditor which contains 
the settings used.


  
 
 Also in the message box when I hit enter the cursor moves two lines 
 rather than just one. I changed the MessageBoxWrap value from HARD to 
 SOFT thinking this would resolve it, however it didn’t.
HARD/SOFT wrapping is for the traditional TextArea not for the RichText one.

Greetings,

Joop
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Re: [rt-users] Forking a ticket

[Joop van de Wege]

Roedel, Mark wrote:
 When we upgraded to 3.8.0, I reworked most of Dirk's forking patch into
 callbacks (I did keep the standalone select-queue page, although at some
 point I'd like to try eliminating that as well with some sort of ajaxy
 dropdown queue selector) so I wouldn't have to keep re-patching each
 upgrade.  If there's interest, I can knock together some documentation
 and make my version available for download somewhere.

I'm too interested since I tried the patch of Dirk but it fails with 
3.8.x and there is a piece of code that almost does what the patch does 
but not quite to my taste. So add me to the list please.

Regards,

Joop


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Re: [rt-users] Enhancements and workflows that we have added

[Joop van de Wege]

Kenneth Crocker wrote:
 Aaron,
 
 
   We are VERY interested in what you have developed. Whether or not you 
 post to the list, please send us what you have. It will be extremely 
 appreciated. Also, do you have anything that increases the box size of a 
 free-test CF?. Thanks in advance.
If you use Firefox there is an extension which does that, its called:
Resizable Form Fields
I don't have the url handy but googling for it or searching on the addon 
site of Firefox will turn it up.

Joop
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Re: [rt-users] Upgrade Oracle to 10g r2

[Joop van de Wege]

Kenneth Crocker wrote:
 To all,
 
 
   Does anyone know if there is an RT problem related to upgrading Oracle 
 DB to 10g r2? We're running 3.6.4 and planning to do that but I wanted 
 to see if that would cause any RT problems. Thanks in advance.
I have been running RT on Oracle XE, not quite the full blown 10g, but 
close enough and haven't had a problem in about 2 years?
I think I started out with RT-3.4.5 but not quite sure about that.

Hope this helps you making the move else let me know if I can help in 
any way.

Joop
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Re: [rt-users] Wishlist emails

[Joop van de Wege]

Roy El-Hames wrote:
 Hi ;
 
 I have seen a couple of emails in the past a couple of months about wish 
 list etc which I assume for a new major release, and I have a couple of 
 wishes wondering if these can be looked into,

 Content searching
 I have tried many hacks to get an efficient content searching working, 
 however with a 40G db mostly Attachment table (~ 22G in size) and 
 Transactions table is not small either the content searching takes on 
 average 15 minutes , we have a quad processor 3.8 GHz systems with 16G 
 mem, the db is optimised, doing select * from Attachment where content 
 like '%my search string%' returns in 5 minutes for the same query that 
With wildcards in front of your search you'll always force the db NOT to 
  use indices so performance will always be 'sub' optimal.
The way I fixed this is by changing the source NOT to pre/post pend 
wildcards but let the user to this depending on its needs. This cuts on 
the non-indexed queries alot.

 may take over 15 minutes from the front end (and sometimes comes back 
 with 0 tickets, my guess most the processing is building the join 
 between Tickets, Transactions and Attachments, and I am wondering if the 
 join can be eliminated:
You'll need to capture the sql responsible for this and get an 'explain 
plan' (Oracle term) and see where most of time is spend. From memory I 
think it was doing full table scan of tickets, but I would need to check 
that.

Joop
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Re: [rt-users] OCIEnvNlsCreate error trying to initialize Oracle DB

[Joop van de Wege]

Joe Casadonte wrote:
 Having been scared off of using SQLite even for a small system, I've now 
 bought some more memory and put Oracle on my home machine.  I can't get 
 the damn schema set up, instead getting the following error:
 
 # perl sbin/rt-setup-database --dba=reqtrack --dba-password=foobar 
 --action init
 
 DBI connect('reqtrack','reqtrack',...) failed: ERROR OCIEnvNlsCreate. 
 Check ORACLE_HOME env var, NLS settings, permissions, etc. at 
 sbin/rt-setup-database line 105
 
 Failed to connect to dbi:Oracle:reqtrack as reqtrack: ERROR 
 OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, 
 etc. at sbin/rt-setup-database line 105.
 
 
 I know that DBI is OK, because I run the following with no problem:
 
 # perl -MDBI -le 'DBI-connect(DBI:Oracle:, reqtrack, foobar);'
 #
 
OK, this is a long time ago that I did an Oracle setup from scratch but 
something about the error is tickling my memory.
The I do it normally is to make my rt_user a DBA (temporarily) so that I 
don't need the --dba argument. Think the problem is in that part.
I seem to remember that rt-setup-database reconnect and that is causing 
problems. Could be way of now but my method seems to work all the time. 
You're in trouble if you can't grant DBA rights to you rt_user.

Hope this helps you going, if not I might be able to help, just let me know.

Joop

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Re: [rt-users] Recurring signin with 3.6.4

[Joop van de Wege]

Kenneth Crocker wrote:

Kenneth,


We are on Oracle 9 (soon going to 10) and RT doesn't seem to work 
well with Oracle for sessions. So we use the file method for storing. 
I would love to hear from anyone using Oracle on how they deal with the 
sessions table problem.


Kenn
LBNL

On 12/5/2007 5:49 AM, Kenneth Marshall wrote:

Craig and Kenn,

I am curious. What are your reasons for storing the session information
in a file and not in the database?

We tried it too, storing in the db, using Oracle XE (10g) but it doesn't 
work somehow.
Since storing on disk does work and having a cron entry removing 
everything older than a couple of days I don't mind being those files on 
disk. There isn't any data in it which needs to be backuped up so I let 
it be.


Joop
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Re: [rt-users] Web and Encoding on RedHat EL5

[Joop van de Wege]

Emmanuel Lacour wrote:

On Sun, Dec 02, 2007 at 04:17:29PM +0100, Emmanuel Lacour wrote:

After configuring fastcgi instead of mod_perl2, it works :(

So I will continue investigate with mod_perl2.



I can't find the source of this problem, so I will continue using
fastcgi, sorry for mod_perl2 ;)
I had to use the following line in /etc/init.d/apache2, and I'm using 
mod_perl2 (ubuntu 7.04)


ENV=env -i LANG=C PATH=/usr/local/bin:/usr/bin:/bin 
NLS_LANG=AMERICAN_AMERICA.UTF8


Its one line and I added the NLS_LANG part. Without it I had problems 
with é etc.


Joop
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Re: [rt-users] Purge status deleted item from database

[Joop van de Wege]

Debra Deyette wrote:

Hello.

We have a ticket with confidential information that was accidentally 
posted to our queue in RT.  I changed the status of this ticket to 
deleted.  However, since our techs may have seen the initial ticket 
and they know the number, if you do a search on that ticket number, you 
can still bring up the ticket and view the confidential comments.


How can I permanently purge this ticket from the database?

Use RTx-Shredder extension to delete it from the database.

Joop
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Re: [rt-users] Sizing a Custom Field display box

[Joop van de Wege]

Stephen Turner wrote:

At Wednesday 10/17/2007 01:00 PM, Kenneth Crocker wrote:

To all,
I have a Custom Field that is Fill in one text area. On the 
display page, there is a tiny little box in which the user is supposed 
to enter, what could be, a very large paragraph or two. They basically 
have enough room to type in one long word and a small word before it 
wraps. Does anyone have a simple method to make the display box/entry 
area larger? Thanks.


Kenn, you can enlarge the width at least, in the site config:

Set($MessageBoxWidth , 72);

Also, html//Elements/EditCustomFieldText has Rows and Cols args which 
can be used to modify the box size beyond the config setting.
And if you're using Firefox there is an extension which will let you 
resize text fields in general. Its name is: Resizable Form Fields.


Joop

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Re: [rt-users] Can I deselect a Global Scrip on a per queue basis?

[Joop van de Wege]

David Hobley wrote:
Looking through the Mail archives, Dirk Pape has an extension for this, 
but all links point to his page which appears to no longer exist. Anyone 
have a link to the latest version of this extension?


The link I have from the Wiki is:

http://page.mi.fu-berlin.de/~pape/rt3screenshots/

This page does work for me. Scroll down until you see the 
Hiding/surpressing part en click on the download link. It will take you 
to a listing of different versions of the ticket.


Joop

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Re: R: [rt-users] Chart grouped by customfield

[Joop van de Wege]

Ruslan Zakirov wrote:

On 10/11/07, Emmanuel Lacour [EMAIL PROTECTED] wrote:

On Thu, Oct 11, 2007 at 06:44:04AM +0400, Ruslan Zakirov wrote:

It's an experimental and untested patch that may help.


It helps, and works here :))

Thanks you very much!


That's cool, let it spin for several days... And may be during next
week we'll release new version of SB.

Joop, any comments?
Haven't had time to try the patch on our test instance and don't know 
when I will. Might be somewhere next week.
The patch looks clean to me and if that statement that worked is the 
result of this patch then it looks certainly OK.


Joop



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Re: [rt-users] Chart grouped by customfield

[Joop van de Wege]

Jesse Vincent wrote:

I suspect that it has to do with this was tested on mysql and pg
Any oracle folks see what we're doing wrong with that SQL?


There is DBD prepare errors:

RT: RT::Handle=HASH(0x8134df1c) couldn't prepare the query 'SELECT 
COUNT(main.id) AS id, ObjectCustomFieldValues_1.Content AS col1 FROM ( 
SELECT DISTINCT main.id FROM Tickets main LEFT JOIN 
ObjectCustomFieldValues ObjectCustomFieldValues_1  ON ( 
ObjectCustomFieldValues_1.CustomField = '1' ) AND ( 
ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) AND ( 
ObjectCustomFieldValues_1.Disabled = '0' ) AND ( 
ObjectCustomFieldValues_1.ObjectId = main.id )  WHERE (main.Status != 
'deleted') AND (main.Status != 'resolved') AND (main.Type = 'ticket') 
AND (main.EffectiveId = main.id)  ) distinctquery, Tickets main WHERE 
(main.id = distinctquery.id)  GROUP BY ObjectCustomFieldValues_1.Content


Problem is that in the group by there is a alias which is defined in the 
subquery.
ObjectCustomFieldValues_1 is only known in the innermost query not the 
outer one.
There is another problem aswell since modifing the query gives me 
another unidentified error.

I'll see if my DBA can have a look at it.


Joop

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Re: R: [rt-users] Chart grouped by customfield

[Joop van de Wege]

Emmanuel Lacour wrote:

On Wed, Oct 10, 2007 at 05:46:31PM +0200, Gianluca Cecchi wrote:

Sorry main was an alias for Tickets table

If I use the same query on mysql 9without the comma...) I get:

ERROR 1054 (42S22): Unknown column 'ObjectCustomFieldValues_1.Content' in 'field list' 


And the oracle error 904 is invalid column name too



Here is the SQL for the same Graph on a MySQL RT, gived by StatementLog (graph 
by CustomFields works with MySQL):

SELECT DISTINCT COUNT(main.id) AS id, ObjectCustomFieldValues_1.Content AS col1 FROM 
(Tickets main  LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1  ON 
((ObjectCustomFieldValues_1.CustomField = '1')) AND ( 
(ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket')) AND ( 
(ObjectCustomFieldValues_1.Disabled = '0')) AND ( ObjectCustomFieldValues_1.ObjectId 
= main.id))   WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) 
AND ((main.Type = 'ticket')) AND ((main.Created  '2007-10-31 23:00:00') AND 
(main.Created  '2007-09-29 22:00:00'))  GROUP BY 
ObjectCustomFieldValues_1.Content ;

Weird, this one works without modification on Oracle XE.
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Re: [rt-users] Migrate database from PostgreSQL to Oracle

[Joop van de Wege]

Peer Michael wrote:

Hello all,
 
I want to migrate our rt-3.4.6-database from postgresql to Oracle. Has 
someone else done this before?
Some people have gone from MySQL to Oracle in the last couple of months, 
search the archives for it, else let me know and I might be able to help.


Joop
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Re: [rt-users] Re: Slow Query

[Joop van de Wege]

Asif Iqbal wrote:

I am reposting in case anyone missed my previous post

On 8/17/07, Asif Iqbal [EMAIL PROTECTED] wrote:

I have few queries that are extremely slow. I am using RT 3.4.5, Perl
5.8.6, Solaris 10 x86, Apache/1.3.33 (Unix) mod_perl/1.29
mod_ssl/2.8.22 OpenSSL/0.9.7g, mysql 4.0.24, DBIx::SearchBuilder 1.40.
Is there any tweak to fix the slow querry?

Slow Query Logs:

# Query_time: 558  Lock_time: 0  Rows_sent: 0  Rows_examined: 2442535
SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions
Transactions_1, Attachments Attachments_2  WHERE ((Transactions_1.O
bjectType = 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND
((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( (
 (Attachments_2.Content LIKE
'%txcomber%')AND(Attachments_2.TransactionId =

This is your culprit and can't do nothing about it.
You're asking your DB engine to search through all your 
ticketbodies/attachments WITHOUT using an index and without realising 
this is a huge text column and therefor needs something special, like 
OracleText or PgText.



Transactions_1.id)AND(main.id = Transactions_1.ObjectId
) ) );


Joop
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Re: [rt-users] query problem after 3.4.5 - 3.6.4 upgrade

[Joop van de Wege]

Brian Kerr wrote:

On 7/23/07, Ruslan Zakirov [EMAIL PROTECTED] wrote:

Do I understand right that the query is like Requestor.EmailAddress =
'xxx' OR Status = 'new'  OR Status = 'open'?
* Note all binary operators (aggregators) are ORs.


The above queries were done with status delimiters.

The query breaks whether or not Status is involved.  Here is one of
the broken queries without Status.  The database query below is
directly from Requestor.EmailAddress LIKE 'tom' OR Owner = 'tom'
formed in query builder.


I get the same query out of Oracle when doing this with rt-3.6.4. This 
is what I copy from Edit Query-Advanced:

Requestor.EmailAddress LIKE 'Joop%' AND Owner = 'Joop'
Which results in this:
SELECT COUNT (DISTINCT main.ID)
  FROM tickets main CROSS JOIN users users_3
   JOIN GROUPS groups_1
   ON (groups_1.domain = 'RT::Ticket-Role')
 AND (groups_1.TYPE = 'Requestor')
 AND (groups_1.INSTANCE = main.ID)
   JOIN cachedgroupmembers cachedgroupmembers_2
   ON (cachedgroupmembers_2.memberid = users_3.ID)
 AND (cachedgroupmembers_2.groupid = groups_1.ID)
 WHERE (main.status != 'deleted')
   AND ((LOWER (users_3.emailaddress) LIKE '%joop%%'
 AND cachedgroupmembers_2.ID IS NOT NULL
)
AND main.owner = '62'
   )
   AND (main.TYPE = 'ticket')
   AND (main.effectiveid = main.ID)

And it is 'expensive' in that it does a full table scan of Tickets 
because of the %Joop% which will kill any usage of an index on emailaddress.


Plan
SELECT STATEMENT  ALL_ROWSCost: 143 
  11 SORT GROUP BY  Bytes: 110  Cardinality: 1  10 NESTED LOOPS 
 Cost: 143  Bytes: 110  Cardinality: 1  			   7 NESTED LOOPS  Cost: 
142  Bytes: 80  Cardinality: 1  			

 4 NESTED LOOPS  Cost: 140  Bytes: 65  Cardinality: 1   
   1 TABLE ACCESS FULL TABLE RT_USER.TICKETS Cost: 138  Bytes: 
31  Cardinality: 1  	
   3 TABLE ACCESS BY INDEX ROWID TABLE RT_USER.GROUPS Cost: 2 
Bytes: 34  Cardinality: 1  	
 2 INDEX RANGE SCAN INDEX RT_USER.GROUPS3 Cost: 1 
Cardinality: 4
 6 TABLE ACCESS BY INDEX ROWID TABLE RT_USER.CACHEDGROUPMEMBERS 
Cost: 2  Bytes: 30  Cardinality: 2
   5 INDEX RANGE SCAN INDEX RT_USER.GROUPID_IDX Cost: 1 
Cardinality: 2  	
   9 TABLE ACCESS BY INDEX ROWID TABLE RT_USER.USERS Cost: 1 
Bytes: 30  Cardinality: 1  			
 8 INDEX UNIQUE SCAN INDEX (UNIQUE) RT_USER.USERS_KEY Cost: 0 
Cardinality: 1  		


Changing %Joop% to Joop% gives a index scan instead of full table scan. 
This is one of the things changed in our production RT. People need to 
add explicitly wildcards and they know that they are in for a wait if 
they ask for %text% !
I don't know your ticket/user count but this query performs quite good, 
round 200-300msec for 75 rows retrieved.



SELECT COUNT(DISTINCT main.id) FROM Tickets main CROSS
JOIN Users Users_3 JOIN Groups Groups_1  ON ( Groups_1.Domain =
'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND (
Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers
CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId = Users_3.id
) AND ( CachedGroupMembers_2.GroupId = Groups_1.id )  WHERE
(main.Status != 'deleted') AND (main.Owner = '58936' OR  (
Users_3.EmailAddress LIKE '%tom%' AND CachedGroupMembers_2.id IS NOT
NULL ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id)



Joop

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Re: [rt-users] MySQL-Oracle DB Migration Binary Attachment data corruption - UTF8 issue?

[Joop van de Wege]

Todd Williams wrote:

Hello,

Here are the pertinent details for our attempted migration:

Suse Linux 9.3 x86 32-bit
MIGRATING:  MySQL 4.0.18 to Oracle 9i 9.2.0.6.0
RT 3.6.3
Perl 5.8.3
DBIx::SearchBuilder 1.45, DBD::Oracle 1.19
Apache 2.0.49
Oracle SQL Developer  MySQL Migration Workbench plugin (latest)


Issue: Binary Attachments  MySQL-Oracle DB Migration

Does anyone have experience with a successful MySQL 4.x to Oracle 9x RT 
migration?


1.  We have a perfectly functioning RT instance on this maching using 
either MySQL or Oracle database type.  I have done both installs, and 
both work independently.


2.  After some trial and error while migrating to the Oracle database, 
things seem to function much better if I allow RT to create the initial 
DB Schema, rather than attempt to have the Oracle tool migrate the 
schema from MySQL.


3.  I have used the Oracle SQL Developer to migrate the data from the 
MySQL to the Oracle instance.


4.  The database contents seem to have migrated without any issue, 
however, a primary issue is the binary attachments appear to be corrupt 
coming from the migrated Oracle DB.


5.  Upon comparing the contents of an attachment bit-for-bit from the 
MySQL to Oracle tables, the data in each is identical post migration!!


6.  Text attachments work fine, migrated just fine.  Tickets, users, 
etc. migrated successfully.


7.  There appears to be a decoding issue with the Oracle binary 
attachments (from the migrated MySQL db) in that they seem to grow in 
size approximately 23% upon downloading, and are corrupted as a result.  
The data obtained through RT (downloading a ticket attachment, both WEB 
and CMDLINE) is NOT the expected data stored in the Oracle table.  
Perhaps this is a UTF8 issue of some sort? 

8. Hex dump (snippet) of data (Correct in the database, Incorrect 
produced out of RT's migrated database):


Correct data:  d0 cf 11 e0 a1 b1 1a e1 00 00 00 00 00 00 00 00 00 00 
00 00 00 00 00 00 3e 00 03 00 fe ff 09 00
Incorrect data:ef bf bd ef bf bd 11 ef bf bd ef bf bd ef bf bd 1a ef 
bf bd 00 00 00 00 00 00 00 00 00 00 00 00


Note the 8-bit characters from the correct data above being replaced by: 
0xEF 0xBF 0xBD  in what is obtained from RT in the incorrect data line 
above.


9.  How do we overcome this so that previous (migrated) attachments work 
correctly, and going forward all new attachments appear correctly as well?


I'm using Oracle too, Oracle XE. The way rows in the attachments table 
look is that they are base64 encoded. You can check that by starting 
from scratch and entering one ticket with a picture of word document 
attachment. You'll see that the content column contains the base64 
encoded data and contenttype and contentencoding columns contain the 
values needed to reconstruct the attachment. What probably is happening 
is that the migration wizard has transferred all the data from MySQL to 
Oracle but didn't take into account that RT sees Oracle as a binary 
unsafe database, thats why the content column is base64 encoded.
Depending on what is actually in the attachments table you might be able 
to transform it to the right values.


If you need help, let me know.

Joop

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Re: [rt-users] RT 3.6.1 died, restore on 3.6.3?

[Joop van de Wege]

Nicolas Chuche wrote:

On 5/20/07, Bill Davis [EMAIL PROTECTED] wrote:

OK ... I've compared the rt3-schema-relationships.dot files included in
the two distributions  they appear to be identical.  With my limited
knowledge of RT that is indicating that the databases are identical.
Could anyone confirm this ... ?
The correct way to identify if a later version of RT uses a different db 
schema is to look at the etc/upgrade directory.  For each item in that 
directory whose name is greater than your previously installed RT 
version, run: ..

See also the README in the archive.

Joop
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Re: [rt-users] Desperately ned Oracle help

[Joop van de Wege]

Baytalskiy, Sal wrote:

Hey guys!
A little update:
i've been looking at the rt-setup-database script trying to figure out 
how to get around the issues i'm having.
So the very first error mentioned this: at 
//usr/local/rt3_ora/sbin/rt-setup-database line 103 which is this
*$dbh = DBI-connect( get_system_dsn(), $args{'dba'}, 
$args{'dba-password'} )*
So i replaced that with: $dbh = DBI-connect( DBI:Oracle:, 
$args{'dba'}, $args{'dba-password'} )
 
That seemed to get me a bit farther as i got this output:

Now creating a database for RT.
...skipped as mwpoc is not mwpoc or we're working with Oracle.
DSN component 'CLORAD1' is not in 'name=value' format at 
/usr/perl5/site_perl/5.8.4/sun4-solaris-64int/DBI.pm line 627
DBI connect('CLORAD1;port=1521','mwpoc',...) failed: Can't connect using 
this syntax without specifying a HOST and one of SID INSTANCE_NAME 
SERVER SERVICE_NAME at //usr/local/rt3_ora/sbin/rt-setup-database *line 138
*Can't connect using this syntax without specifying a HOST and one of 
SID INSTANCE_NAME SERVER SERVICE_NAME at 
//usr/local/rt3_ora/sbin/rt-setup-database line 138, STDIN line 1.

make: *** [initialize-database] Error 255
I'm using Oracle too and it should not matter whether the database is on 
 the localhost or a remote one, so I would go back and do the following:

- drop the schema of RT on the remote server
- add the RT user or grant DBA role to it (temporarily)
- configure RT again with the correct parameters these are mine adjust 
accordingly:

  -- export ORACLE_HOME=/your/oracle/home
  -- export ORACLE_SID=YOURSID
  -- (else the following line will barf)
  -- ./configure --with-db-type=Oracle --with-db-dba=rt_user
 --with-db-database=XE

 (if XE is in your tnsnames.ora then everything should work doesn't 
matter where that db is)

- make initialize-database

As to the 32/64bit problem that used to be an issue but since I haven't 
done a clean install in a while I don't  know if current DBD::Oracle 
still has problems. The way I fixed this once, from memory, is that I 
did edit the make file to use $ORACLE_HOME/lib32 instead of 
$ORACLE_HOME/lib which is since 10g 64bit instead of 32 as is used to be 
in pre 10g.
But you should get a error from making DBD::Oracle which should be 
rather clear on  this issue since it complains about elf64 problems.


Hope this helps, either contact me offlist, I might be able to help.

Joop

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Re: [rt-users] Re: InnoDB Ticket IDs incrementing by 10?

[Joop van de Wege]

mike wrote:
I hate to reply to my own question, but does anyone else see this issue 
with new tickets being generated with IDs of n+10 rather than n+1?  It 
has to be something simple/stupid that I'm missing, but I've been 
looking at it for days and am clearly overlooking something at this 
point...I offer a 6 pack of your choice of beers in exchange for a quick 
fix :)
Don't know if the folling qualifies but I have had the same issue but 
then I'm using Oracle. With Oracle it is simple to remedy, namelijk 
adjust the caching of the sequence numbers from 20, in my case and the 
default of Oracle sequences, to nocache. This has a performance impact 
but not noticeable in our environment.

May this can also be set for MySQL on table level or server level.

Joop
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Re: [rt-users] Detailed registration of time spend on a ticket

[Joop van de Wege]

Tommy Abrahamsson wrote:

Hi

I'm trying to figure out how to use RT for more detailed time tracking 
when working on tickets. The reason is that I work for a specific 
client, which require  specific hours and dates - not just 4 hours - 
when I send the bill. The bill is monthly, which is why the need for 
more details.


I'd really like to end up with something like this (note multiple 
registrations pr ticket):


Date
Description
Hours
01012007
problem with bla bla bla
09:00 - 11:00
02012007
problem with bla bla bla14:00 - 15:00
05012007
new problem with bla bla bla
10:00 - 11:00
I did something like this using iReport but you could use almost any 
reporting engine/app you like. What you need to know is the relation 
between tickets - transactions - attachments and how to map various 
numerical id's to names etc.
One could write a mason component which would do the same but going 
directly to the database proved, for me, to be simpler and faster, YMMV.


Joop

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Re: [rt-users] DBIx::Searchbuilder issue

[Joop van de Wege]

Justin Brodley wrote:
We just got our oracle box working and I’ve gotten RT installed and all 
the modules.  I had some inititial difficulty with DBD::Oracle but 
finally got “make test” to complete without failures. But I’m still 
getting the attached errors in my apache logs from DBIx::Searchbuilder. 
I searched the mailing list archives and saw mention that this is 
normally a problem with DBD::Oracle not being installed correctly.  Are 
there other reasons I could be getting these errors or should I keep 
looking at DBD::Oracle.


 

I’ve also modified my ld.so.conf and suexec as recommended by person in 
the archives with no luck.
My guess is that the webserver owner doesn't know where to find the 
Oracle libraries. This usually means that ORACLE_HOME is not set.
One thing you could try is to sudo to your webserver user and see if you 
can start sqlplus and connect to Oracle.


Joop
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Re: [rt-users] Google Summer of Code

[Joop van de Wege]

Kenneth Marshall wrote:


Joop,

I saw a reference to your Oracle full-text add-in, but not the actual
patch. I know that it can be done. I was hoping for more uniform support
within RT when you use any DB that supports it. If you could send or post
the patch for Oracle again, that would be great. I am working on an 
update to 3.6 with a PostgreSQL backend, and I would like to cobble in

some full-text support for the new system.

OK, found the diff, find it attached. Its against Searchbuilder-1.40 and 
 within you'll find an additional index that is needed to get this to 
work, together with the fact that placing %'s around the search term is 
not done anymore. I think the person behind the screen/keyboard should 
decide to use wildcards and not the application behind its back. In this 
case it also kills performance since you'll effectively disable any 
index with search terms like these '%search%'.
Basically what this patch does is scan for searches on main.content and 
rewrite the query to use the Oracle specific way of doing full-text 
searches. I'm not sure this will capture all constructs, what comes to 
mind is RTFM which probably needs its own patch.
Its probably rather straightforward to implement by prepping a RTFM 
search and then clearing out the Oracle SGA and doing the search and 
next find the generated SQL and modify SearchBuilder todo the right thing.


Hope this will help you Kenneth and maybe a couple of other people as well,

Joop


--- SearchBuilder.pm.orig   Fri Jul 29 16:49:52 2005
+++ SearchBuilder.pmMon Aug 22 13:40:38 2005
@@ -688,9 +688,15 @@
 
 if ( $args{'FIELD'} ) {
 
-#If it's a like, we supply the %s around the search term
+#If it's a like, we supply the %s around the search term only if its 
not Oracle
+#because for Oracle we'll use where contains(content,'text')1
 if ( $args{'OPERATOR'} =~ /LIKE/i ) {
-$args{'VALUE'} = % . $args{'VALUE'} . %;
+if ( $RT::DatabaseType == 'Oracle') {
+ $args{'VALUE'} = $args{'VALUE'} 
+}
+else {
+$args{'VALUE'} = % . $args{'VALUE'} . %;
+}
 }
 elsif ( $args{'OPERATOR'} =~ /STARTSWITH/i ) {
 $args{'VALUE'}= $args{'VALUE'} . %;
@@ -864,6 +870,20 @@
 }
 
 my $clause = ($QualifiedField $args{'OPERATOR'} $args{'VALUE'});
+
+# Keep the original clause and modify if dbtype is Oracle
+# This patch makes searching for ticket content real fast when you have the 
appropriate
+# index on attachments.content
+# CREATE INDEX CNT ON ATTACHMENTS (CONTENT) INDEXTYPE IS CTXSYS.CONTEXT 
PARAMETERS('memory 4M');
+# parameters is tunable, see Oracle docs ;-)
+if ( $RT::DatabaseType == 'Oracle' ) {
+if ($QualifiedField eq 'lower(Attachments_2.Content)' and 
$args{'OPERATOR'} eq 'LIKE') {
+$clause = '(contains(Attachments_2.Content,' . $args{'VALUE'} . ') 
0)';
+}
+elsif ($QualifiedField eq 'lower(Attachments_2.Content)' and 
$args{'OPERATOR'} eq 'NOT LIKE') {
+$clause = '(not contains(Attachments_2.Content,' . $args{'VALUE'} 
. ') 0)';
+}
+}
 
 # Juju because this should come _AFTER_ the EA
 my $prefix = ;
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RE: [rt-users] version 3.6.1--dreaded infinite login

[Joop van de Wege]

On Wed,  9 Aug 2006 17:14:56 -0400 (EDT)
Don  wrote:

 
 Mine is commented out and seem to experience the re-login only on the
 first click. For example, after login, if the user just clicks Home, it
 says they aren't logged in. 
I had this behaviour with 3.6.1rc(1|2) but I just installed 3.6.1 and it
got worse.
Cleaned mason-cache ofcourse, did stop and start apache. Upon logging
into RT and clicking Home I was back at the login page. OK, normally the
solution was to goto Configuration, login in again, and from then on I
could go anywhere. This time I was presented with login again. So I
decided to click Configuration and than Queues, login again, and after
that is was gone.
I read somewhere that Apache::Session could be the culprit. So I upgrade
the rt-3.6.1 perl instance Apache::Session to 1.81. Did apache stop,
cleaned mason-cache, apache start and tried to login, got the Home page
and clicked Home again-- no loginbox  ;-))) yeah.

Further config details:
RT-3.6.1
RTFM latest svn
AT latest svn
Oracle XE

Joop


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Re: [rt-users] Installing RTFM

[Joop van de Wege]

On Mon, 31 Jul 2006 10:01:35 -0400 (EDT)
Marco wrote:

 I have got a little further with this after realising that mason was
 caching the files. If I insert a line with
 use RT::RM::ArticleCollection in the /html/RTFM/Elements/NewestArticle
 file, it all starts to work, so what is happening is that the file with
 this information in is not getting loaded.
 
 Now, the only files I have with this line in it are:
 
  # grep -Rn use RT::FM::ArticleCollection ./*
I have installed RT-3.6.0 + RTFM-2.2.0rc2 multiple times and seem to
remember I had the same problem. What did help in my case was to use the
latest svn version of RTFM.

Joop

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Re: [rt-users] RT-3.6.x and SavedSearches on the frontpage

[Joop van de Wege]

On Wed, 26 Jul 2006 10:20:50 -0400
Todd Chapman [EMAIL PROTECTED] wrote:

 On Wed, Jul 26, 2006 at 03:47:57PM +0200, Joop van de Wege wrote:
  Hello All,
  
  I have been looking at modifying the RT startpage and noticed that I can
  only place RT saved searches on it. I have been using RTFM (svn version)
  and AT-1.2.3 as well and have also saved searches in those. I saw in the
  database that they are labelled differently and that explains why I
  can't select them for the homepage. Not to mention that the search URL
  is different between systems.
  I looked at Build.html but there are no callbacks in that file at all so
  besides modifying the whole file there is no way to put other then
  ticket searches on the homepage ;-((
  
  Are there any plans to change this? or am I the first to notice this and
  would find it a very useful addition.
  
 
 Eventually I will make it so AT saved search will work on the startpage.
Thats is very good news to me. I'll keep on close eye on the at svn
repository.

Thanks,

Joop

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[rt-users] Spell Check for RT 3.0.10

[Joop van de Wege]

Hello Duncan

 
 Is there a spell check plug-in for RT version 3.0.10 ?
No, but  you can use WBOSS for example. All you need todo is install
aspell-0.6x + a language and modify atleast Update.html but I saw that I
have forgotten Jumbo.html and it might also be useful to edit
Create.html.

I thought that I had put a patch on this list, try to search for WBOSS
and see if it comes up or else I'll try to make a patch against 3.6 and
I have a patch lying around for 3.4.3

Joop

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[rt-users] Spam on the Wiki

[Joop van de Wege]

Hello All,

It has been mentioned before but is there a way  to get rid of the spam
on the Wiki?
I like to check once a week what has been changed but right now that
means almost everything has changed which makes this  a futile exercise.
I have a suggestion, if that is possible, to use a kind of acknowledge
email when someone wants to edit the Wiki, or else just go goto approved
editors. I know that defeats the purpose of a Wiki but right now it is a
pain in the butt. You can't have a couple of people correcting all the
damage everyday again!

Any thoughts?
Joop

PS:
Sorry if this is not the right place but I feel that on this list (all)
the relevent people will read it
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