[rt-users] Re: RT 4
One thing I saw mentioned was Mandatory field support - we implemented a pretty robust Mandatory field system in RT here with a separate checkbox so that validation and Mandatory are separate. Also pushed all the code into the core API so it works via REST, email and GUI. This has been submitted as patches against 3.6.3. Another thing is the ability to display (and sort by) the RealName of users everywhere instead of the Name field. This is crucial in (silly) places where the policy is to have completely numeric usernames (like AD/LDAP authentication where corporate policy is employee IDs as usernames ...). RT is really crippled if you can't tell easily by looking, who did what. I have patches to put in two flags to decide which to display, against 3.6.3. Jesse mentioned that this might already be in 3.7 but I installed 3.7.1 and there doesn't seem to be anything in there like this. PK ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Slow ticket search page becoming a problem
The problem seems to be caused by the ORDER BY clause. If I remove this, it's very fast. PK From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Thursday, April 26, 2007 6:00 AM To: Todd Chapman Cc: Philip Kime; RT Users Subject: Re: [rt-users] Slow ticket search page becoming a problem That looks suspiciously like the problem I'd been talking to you about before, Todd. On Apr 25, 2007, at 11:27 PM, Philip Kime wrote: I know I asked this before but I've been swamped and lost track of there the discussion got to. RT 3.6.3, Mysql 5.0.27. The main ticket search page is really slow to load, typically 45 seconds, sometimes longer. Problem query and explain below. It's starting to become a problem for us. Seems that the first row of the explain output is the guilty one. Rows_examined is absurdly high. PK # Query_time: 45 Lock_time: 0 Rows_sent: 290 Rows_examined: 65256162 SELECT DISTINCT main.* FROM Users main , Principals Principals_1, CachedGroupMembers CachedGroupMembers_2, Groups Groups_3, ACL ACL_4 WHERE ((ACL_4.PrincipalType = Groups_3.Type)) AND ((ACL_4.RightName = 'OwnTicket')) AND ((CachedGroupMembers_2.MemberId = Principals_1.id)) AND ((Groups_3.id = CachedGroupMembers_2.GroupId)) AND ((Principals_1.Disabled = '0')) AND ((Principals_1.PrincipalType = 'User')) AND ((Principals_1.id != '1')) AND ((main.id = Principals_1.id)) AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain = 'RT::System-Role')) ORDER BY main.RealName ASC; *** 1. row *** id: 1 select_type: SIMPLE table: main type: range possible_keys: PRIMARY key: PRIMARY key_len: 4 ref: NULL rows: 673 Extra: Using where; Using temporary; Using filesort *** 2. row *** *** 2. row *** id: 1 select_type: SIMPLE table: Principals_1 type: eq_ref possible_keys: PRIMARY key: PRIMARY key_len: 4 ref: rt3.main.id rows: 1 Extra: Using where; Distinct *** 3. row *** id: 1 select_type: SIMPLE table: CachedGroupMembers_2 type: ref possible_keys: DisGrouMem,SHRD_CGM1 key: SHRD_CGM1 key_len: 5 ref: rt3.main.id rows: 1 Extra: Using where; Using index; Distinct *** 4. row *** id: 1 select_type: SIMPLE table: ACL_4 type: range possible_keys: ACL1 key: ACL1 key_len: 54 ref: NULL rows: 77 Extra: Using where; Using index; Distinct *** 5. row *** id: 1 select_type: SIMPLE table: Groups_3 type: eq_ref possible_keys: PRIMARY,Groups1,Groups2 key: PRIMARY key_len: 4 ref: rt3.CachedGroupMembers_2.GroupId rows: 1 Extra: Using where; Distinct -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Slow ticket search page becoming a problem
Ok, the issue is that MYSQL 5 won't use the index on main.Name by default (possible keys list PRIMARY only, which is useless for this ORDER BY clause), which it really needs to do with an ORDER BY clause for main.Name (or main.RealName as in my example as I have modified the display code). It is fixed if you force the index use: mysql SELECT DISTINCT main.* FROM Principals Principals_1, CachedGroupMembers C achedGroupMembers_2, Groups Groups_3, ACL ACL_4, Users main FORCE INDEX(Users1) WHERE ((ACL_4.PrincipalType = Groups_3.Type)) AND ((ACL_4.RightName = 'Own Ticket')) AND ((CachedGroupMembers_2.MemberId = Principals_1.id)) AND ((Groups_3 .id = CachedGroupMembers_2.GroupId)) AND ((Principals_1.Disabled = '0')) AND ((P rincipals_1.PrincipalType = 'User')) AND ((Principals_1.id != '1')) AND ((main.i d = Principals_1.id)) AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain = 'RT::System-Role')) ORDER BY main.Name ASC; Then it's nice and fast again. The explain shows that it's still a filesort/temp query but it does a indexed table scan instead of an unindexed range scan. I assume that this would need a SearchBuilder mod to force the use of the index related to the ORDER BY clause? PK From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Thursday, April 26, 2007 6:00 AM To: Todd Chapman Cc: Philip Kime; RT Users Subject: Re: [rt-users] Slow ticket search page becoming a problem That looks suspiciously like the problem I'd been talking to you about before, Todd. On Apr 25, 2007, at 11:27 PM, Philip Kime wrote: I know I asked this before but I've been swamped and lost track of there the discussion got to. RT 3.6.3, Mysql 5.0.27. The main ticket search page is really slow to load, typically 45 seconds, sometimes longer. Problem query and explain below. It's starting to become a problem for us. Seems that the first row of the explain output is the guilty one. Rows_examined is absurdly high. PK # Query_time: 45 Lock_time: 0 Rows_sent: 290 Rows_examined: 65256162 SELECT DISTINCT main.* FROM Users main , Principals Principals_1, CachedGroupMembers CachedGroupMembers_2, Groups Groups_3, ACL ACL_4 WHERE ((ACL_4.PrincipalType = Groups_3.Type)) AND ((ACL_4.RightName = 'OwnTicket')) AND ((CachedGroupMembers_2.MemberId = Principals_1.id)) AND ((Groups_3.id = CachedGroupMembers_2.GroupId)) AND ((Principals_1.Disabled = '0')) AND ((Principals_1.PrincipalType = 'User')) AND ((Principals_1.id != '1')) AND ((main.id = Principals_1.id)) AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain = 'RT::System-Role')) ORDER BY main.RealName ASC; *** 1. row *** id: 1 select_type: SIMPLE table: main type: range possible_keys: PRIMARY key: PRIMARY key_len: 4 ref: NULL rows: 673 Extra: Using where; Using temporary; Using filesort *** 2. row *** *** 2. row *** id: 1 select_type: SIMPLE table: Principals_1 type: eq_ref possible_keys: PRIMARY key: PRIMARY key_len: 4 ref: rt3.main.id rows: 1 Extra: Using where; Distinct *** 3. row *** id: 1 select_type: SIMPLE table: CachedGroupMembers_2 type: ref possible_keys: DisGrouMem,SHRD_CGM1 key: SHRD_CGM1 key_len: 5 ref: rt3.main.id rows: 1 Extra: Using where; Using index; Distinct *** 4. row *** id: 1 select_type: SIMPLE table: ACL_4 type: range possible_keys: ACL1 key: ACL1 key_len: 54 ref: NULL rows: 77 Extra: Using where; Using index; Distinct *** 5. row *** id: 1 select_type: SIMPLE table: Groups_3 type: eq_ref possible_keys: PRIMARY,Groups1,Groups2 key: PRIMARY key_len: 4 ref: rt3.CachedGroupMembers_2.GroupId rows: 1 Extra: Using where; Distinct -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http
RE: [rt-users] Slow ticket search page becoming a problem
You're clearly a better DBA than me :-) Yes, that Join orering is very nice and executes in about 0.8 seconds as opposed to 45-90 seconds. Explain is: *** 1. row *** id: 1 select_type: SIMPLE table: ACL_4 type: range possible_keys: ACL1 key: ACL1 key_len: 54 ref: NULL rows: 77 Extra: Using where; Using index; Using temporary; Using filesort *** 2. row *** id: 1 select_type: SIMPLE table: Groups_3 type: ref possible_keys: PRIMARY,Groups1,Groups2 key: Groups2 key_len: 67 ref: rt3.ACL_4.PrincipalType rows: 26460 Extra: Using where *** 3. row *** id: 1 select_type: SIMPLE table: CachedGroupMembers_2 type: ref possible_keys: DisGrouMem,SHRD_CGM1 key: DisGrouMem key_len: 5 ref: rt3.Groups_3.id rows: 1 Extra: Using where; Using index *** 4. row *** id: 1 select_type: SIMPLE table: Principals_1 type: eq_ref possible_keys: PRIMARY key: PRIMARY key_len: 4 ref: rt3.CachedGroupMembers_2.MemberId rows: 1 Extra: Using where *** 5. row *** id: 1 select_type: SIMPLE table: main type: eq_ref possible_keys: PRIMARY key: PRIMARY key_len: 4 ref: rt3.CachedGroupMembers_2.MemberId rows: 1 Extra: 5 rows in set (0.00 sec) PK -Original Message- From: Ruslan Zakirov [mailto:[EMAIL PROTECTED] Sent: Thursday, April 26, 2007 5:34 PM To: Philip Kime Cc: Jesse Vincent; Todd Chapman; RT Users Subject: Re: [rt-users] Slow ticket search page becoming a problem Philip, please try the following query and send us times and EXPLAIN: SELECT STRAIGHT_JOIN DISTINCT main.* FROM ACL ACL_4, Groups Groups_3, CachedGroupMembers CachedGroupMembers_2, Principals Principals_1, Users main WHERE ((ACL_4.PrincipalType = Groups_3.Type)) AND ((ACL_4.RightName = 'OwnTicket')) AND ((CachedGroupMembers_2.MemberId = Principals_1.id)) AND ((Groups_3.id = CachedGroupMembers_2.GroupId)) AND ((Principals_1.Disabled = '0')) AND ((Principals_1.PrincipalType = 'User')) AND ((Principals_1.id != '1')) AND ((main.id = Principals_1.id)) AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain = 'RT::System-Role')) ORDER BY main.RealName ASC; It's the same query but with forced order of joins, I do believe that this is the ideal plan for joins in this situation for all setups. On 4/27/07, Philip Kime [EMAIL PROTECTED] wrote: Ok, the issue is that MYSQL 5 won't use the index on main.Name by default (possible keys list PRIMARY only, which is useless for this ORDER BY clause), which it really needs to do with an ORDER BY clause for main.Name (or main.RealName as in my example as I have modified the display code). It is fixed if you force the index use: [snip] Then it's nice and fast again. The explain shows that it's still a filesort/temp query but it does a indexed table scan instead of an unindexed range scan. I assume that this would need a SearchBuilder mod to force the use of the index related to the ORDER BY clause? PK -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Slow ticket search page becoming a problem
I know I asked this before but I've been swamped and lost track of there the discussion got to. RT 3.6.3, Mysql 5.0.27. The main ticket search page is really slow to load, typically 45 seconds, sometimes longer. Problem query and explain below. It's starting to become a problem for us. Seems that the first row of the explain output is the guilty one. Rows_examined is absurdly high. PK # Query_time: 45 Lock_time: 0 Rows_sent: 290 Rows_examined: 65256162 SELECT DISTINCT main.* FROM Users main , Principals Principals_1, CachedGroupMembers CachedGroupMembers_2, Groups Groups_3, ACL ACL_4 WHERE ((ACL_4.PrincipalType = Groups_3.Type)) AND ((ACL_4.RightName = 'OwnTicket')) AND ((CachedGroupMembers_2.MemberId = Principals_1.id)) AND ((Groups_3.id = CachedGroupMembers_2.GroupId)) AND ((Principals_1.Disabled = '0')) AND ((Principals_1.PrincipalType = 'User')) AND ((Principals_1.id != '1')) AND ((main.id = Principals_1.id)) AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain = 'RT::System-Role')) ORDER BY main.RealName ASC; *** 1. row *** id: 1 select_type: SIMPLE table: main type: range possible_keys: PRIMARY key: PRIMARY key_len: 4 ref: NULL rows: 673 Extra: Using where; Using temporary; Using filesort *** 2. row *** *** 2. row *** id: 1 select_type: SIMPLE table: Principals_1 type: eq_ref possible_keys: PRIMARY key: PRIMARY key_len: 4 ref: rt3.main.id rows: 1 Extra: Using where; Distinct *** 3. row *** id: 1 select_type: SIMPLE table: CachedGroupMembers_2 type: ref possible_keys: DisGrouMem,SHRD_CGM1 key: SHRD_CGM1 key_len: 5 ref: rt3.main.id rows: 1 Extra: Using where; Using index; Distinct *** 4. row *** id: 1 select_type: SIMPLE table: ACL_4 type: range possible_keys: ACL1 key: ACL1 key_len: 54 ref: NULL rows: 77 Extra: Using where; Using index; Distinct *** 5. row *** id: 1 select_type: SIMPLE table: Groups_3 type: eq_ref possible_keys: PRIMARY,Groups1,Groups2 key: PRIMARY key_len: 4 ref: rt3.CachedGroupMembers_2.GroupId rows: 1 Extra: Using where; Distinct -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Really slow Search page startup suddenly
It's happening all the time now for some reason. This is really odd - it just seems to have started - here's a typical example - state is Copying to tmp table during the execution: # Time: 070406 17:25:05 # [EMAIL PROTECTED]: rt_user[rt_user] @ localhost [] # Query_time: 38 Lock_time: 0 Rows_sent: 288 Rows_examined: 54320878 mysql explain SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMember s CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) J OIN Groups Groups_3 ON ( Groups_3.id = CachedGroupMembers_2.GroupId ) WHERE (P rincipals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type) AND (Princ ipals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND (ACL_4.RightNam e = 'OwnTicket') AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'R T::System')) AND ((Groups_3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain = 'RT ::System-Role')) ORDER BY main.RealName ASC\G *** 1. row *** id: 1 select_type: SIMPLE table: main type: range possible_keys: PRIMARY key: PRIMARY key_len: 4 ref: NULL rows: 696 Extra: Using where; Using temporary; Using filesort *** 2. row *** id: 1 select_type: SIMPLE table: main type: range possible_keys: PRIMARY key: PRIMARY key_len: 4 ref: NULL rows: 696 Extra: Using where; Using temporary; Using filesort *** 2. row *** id: 1 select_type: SIMPLE table: Principals_1 type: eq_ref possible_keys: PRIMARY key: PRIMARY key_len: 4 ref: rt3.main.id rows: 1 Extra: Using where; Distinct *** 3. row *** id: 1 select_type: SIMPLE table: CachedGroupMembers_2 type: ref possible_keys: DisGrouMem,SHRD_CGM1 key: SHRD_CGM1 key_len: 5 ref: rt3.main.id rows: 1 Extra: Using where; Using index; Distinct *** 4. row *** id: 1 select_type: SIMPLE table: ACL_4 type: range possible_keys: ACL1 key: ACL1 key_len: 54 ref: NULL rows: 77 Extra: Using where; Using index; Distinct *** 5. row *** id: 1 select_type: SIMPLE table: Groups_3 type: eq_ref possible_keys: PRIMARY,Groups1,Groups2 key: PRIMARY key_len: 4 ref: rt3.CachedGroupMembers_2.GroupId rows: 1 Extra: Using where; Distinct 5 rows in set (0.01 sec) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Really slow Search page startup suddenly
Strangely, our RT server has suddenly started being really slow loading up the search page and running searches - the same query is logged in the slow-log every time - any ideas: # Time: 070405 16:01:56 # [EMAIL PROTECTED]: rt_user[rt_user] @ localhost [] # Query_time: 38 Lock_time: 0 Rows_sent: 288 Rows_examined: 54167891 SELECT DISTINCT main.* FROM Users main , Principals Principals_1, CachedGroupMem bers CachedGroupMembers_2, Groups Groups_3, ACL ACL_4 WHERE ((ACL_4.PrincipalTy pe = Groups_3.Type)) AND ((ACL_4.RightName = 'OwnTicket')) AND ((CachedGroupMemb ers_2.MemberId = Principals_1.id)) AND ((Groups_3.id = CachedGroupMembers_2.Grou pId)) AND ((Principals_1.Disabled = '0')) AND ((Principals_1.PrincipalType = 'Us er')) AND ((Principals_1.id != '1')) AND ((main.id = Principals_1.id)) AND ((ACL _4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) AND ((Groups_ 3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain = 'RT::System-Role')) ORDER BY main.RealName ASC; -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Really slow Search page startup suddenly
Hmm - not that I know of - we don't have that many users, even if they could all own tickets, it would be about 1300 users. Is that large enough to be a problem? Normally the Owner list is less than 100 users so I could check if someone did something. It seems back to normal now though ... I noticed that the DB query was in the state Copying to tmp table for most of the time the query took. PK ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RE: [ANNOUNCE] A new faster shredder machine available
Nice work Ruslan - this version (with the index additions) reduces the single ticket shredding time down from 5 minutes to about 7-8 seconds. PK ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Longgggg ticket taking a while to load
Well, it's not a huge problem - I suspect we'll concentrate on getting a version of DBIx::SearchBuilder to work with memcahced first ... If you have an example of doing this with Jifty::DBI ( I think you did?), it would be helpful to look at it. I looked at the latest version of this on CPAN but didn't see any memcached API calls in there ... PK -Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Wednesday, March 07, 2007 11:35 AM To: Philip Kime Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Long ticket taking a while to load On Thu, Mar 01, 2007 at 11:51:18PM -0800, Philip Kime wrote: We have one particular ticket at the moment which has about 175 transactions in it - lots of replies/comments etc. No binary stuff, no attachments, just text and not that much text per transaction. But it takes nearly two minutes to load up. After loading, something is cached, either query and/or MASON stuff and it takes about 15 seconds to load until it gets cleared out of the cache. I wonder if there is a DB index we might add for this? Anybobody else had this? RT 3.6.3 I have a sneaking suspicion that the issue is Text::Quoted's parsing. But I'm not 100% sure. PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] memcached
Has anybody tried using memcached in front of RT? http://danga.com/memcached/ -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Upgraded Perl and apache/mod_perl and now a few things are really slow ...
RT 3.6.3. I upgraded a server running apache/mod_perl to the latest stable versions, re-compiling them on a 64-bit RHEL4 box. I used the worker module for apache. I also re-compiled a 64-bit perl. Previously, the box was using 32-bit everything. Anyway, with the new setup, it all works except I get really slow repsonse times for loading the query-builder and the Reply page for tickets - about 90 seconds each. This makes me think it's related to the Owner drop-down. However, if I stop apache, put back the original Perl and original apache, both of those pages are fine and fast. So, it doesn't seem to be a DB problem? I did re-compile and install all the RT required perl modules from scratch - perhaps a newer version of some module isn't working properly - anyone know of anything like this? Any ideas? PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Upgraded Perl and apache/mod_perl and now a few things are really slow ...
Found the culprit - DBIx::Searchbuilder 1.46. I downgraded to 1.45_02 and it's now fine. I have attached the query log of trying to open the Query Builder page with 1.46. All that repeated OR Principals_1.Disabled = '0' Looks a little odd ... PK -Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Thursday, March 01, 2007 5:21 PM To: Philip Kime Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Upgraded Perl and apache/mod_perl and now a few things are really slow ... On Thu, Mar 01, 2007 at 05:18:35PM -0800, Philip Kime wrote: RT 3.6.3. I upgraded a server running apache/mod_perl to the latest stable versions, re-compiling them on a 64-bit RHEL4 box. I used the worker module for apache. I also re-compiled a 64-bit perl. Previously, the box was using 32-bit everything. Anyway, with the new setup, it all works except I get really slow repsonse times for loading the query-builder and the Reply page for tickets - about 90 seconds each. This makes me think it's related to the Owner drop-down. However, if I stop apache, put back the original Perl and original apache, both of those pages are fine and fast. So, it doesn't seem to be a DB problem? I did re-compile and install all the RT required perl modules from scratch - perhaps a newer version of some module isn't working properly - anyone know of anything like this? Compare the output from the RT variables and module listing page from running RT with both perls? Any ideas? PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- rtlog.txt.gz Description: rtlog.txt.gz ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Negative search on multi-CF: broken in 3.6.3?
RT 3.6.3 select or enter multi-field with values:
XX
YY
Then search with
CF.{field} NOT LIKE 'XX
Returns the ticket, but shouldn't. Anyone else?
--
Philip Kime
NOPS Systems Architect
310 401 0407
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[rt-users] Longgggg ticket taking a while to load
We have one particular ticket at the moment which has about 175 transactions in it - lots of replies/comments etc. No binary stuff, no attachments, just text and not that much text per transaction. But it takes nearly two minutes to load up. After loading, something is cached, either query and/or MASON stuff and it takes about 15 seconds to load until it gets cleared out of the cache. I wonder if there is a DB index we might add for this? Anybobody else had this? RT 3.6.3 PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] sessions table size
My sessions table in rt (MySQL) is 1.2Gb. Is this normal? I thought it was fairly temporary data? We have only about 100 users, more automated jobs really but I was surprised to see this so large. It's accounts for nearly 50% of the size of the whole DB. PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] sessions table size
Groan, can't believe I missed this, many thanks. PK -Original Message- From: Tim Rosmus [mailto:[EMAIL PROTECTED] Sent: Wednesday, February 28, 2007 1:44 PM To: Philip Kime Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] sessions table size On Wed, 28 Feb 2007, Philip Kime wrote: |# My sessions table in rt (MySQL) is 1.2Gb. Is this normal? I thought |it # was fairly temporary data? We have only about 100 users, more |automated # jobs really but I was surprised to see this so large. It's |accounts for # nearly 50% of the size of the whole DB. |# http://wiki.bestpractical.com/index.cgi?CleanupSessions -- Tim Rosmus [EMAIL PROTECTED] Postmaster / USENET / DNS Northwest Nexus Inc. / NetOS Inc. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] CommandByMail question - not falling back to standard mail gateway
We are using the (rather nice) CommandByMail extension and are trying to enforce certain things like rejecting emailed tickets without certain CFs matching certain validation strings etc. We have this working and CommandByMail rejects properly but then ... Couldn't create ticket from message with commands, fallback to standard mailgate. And the standard mailgate succeeds. Can we turn off the standard one or disable fallback? PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Re: RT 3.6.3 Mandatory CF's
Eric Schultz wrote: I thought that using the current interface, if you wanted to make something non- mandatory, you could just wrap a '()?' around it (not including quotes)? I'm pretty sure I've seen that posted to the mailing list as well. You can, but when you try to make sure the other interfaces (REST, Email) obey mandatory fields, you find that you really need to code mandatory and format enforcement in different ways and at different places so it makes sense to split it up. Also, conceptually, a mandatory field is a completely different thing from a field of a certain format. For auditors, seeing a checkbox saying mandatory is a whole lot more convincing than a match-all regexp (if they even know what a regexp is ...). ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Suggestions for auto-archiving?
Finally I have set up a spare RT server which I'd like to archive off tickets older than, say, a year, in order to clean up the DB. I have a few ideas about how to do this but has anyone done anything like this? What I need is an automated procedure to move tickets more than a year old to a different server/DB/RT instance. This probably needs doing at an RT API level to catch all the links etc. PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RE: Asset Tracker with RT 3.6
We use AT with older version of RT (3.4.5). Does anyone use it with RT 3.6? Does it work with the most recent RT? Yes, we use Asset Tracker heavily and recently upgraded from 3.4.5 to 3.6 without any problems. One thing I found using the RT make upgrade or whatever is that is chmod'ed the AssetTracker tree to something like 750 so check the permissions afterwards. PK winmail.dat___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RE: RT-3.6.3 and RTFM 2.2.0RC4 - how to create custom fields?
Case closed ... I had modified the URI-related files to turn fsck.com-rtfm into rtfm and forgot to change one use line so the CF overlay code wasn't being loaded. Fine now. PK Hmm - that's exactly what mine doesn't have ... -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Bob Goldstein Sent: Sunday, January 21, 2007 8:13 PM To: Philip Kime Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT-3.6.3 and RTFM 2.2.0RC4 - how to create custom fields? In my RT: RTFM - Configuration - Custom Fields (under the RTFM heading) - New Custom Field Then, the applies to contains RTFM articles as well as other entries. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Issue with multiple attachments on 3.6.3
We sometimes see get this error when adding multiple attachments when opening a ticket: System error error: read-open /tmp/o5k2lcYHUS: No such file or directory at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/MIME/Body.pm line 435. Anybody seen this? I seems to be something to do with the temp file being deleted before its finished with, possibly due to it being around for so much longer while the user clicks and selects four attachments. The user can often just do exactly the same thing again and it will work. Makes me think that temp files are being stomped on and the fact that when you're adding attachments, they are around longer to be stomped on so you only see this (and not always) when adding multiple attachments? PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] RT-3.6.3 and RTFM 2.2.0RC4 - how to create custom fields?
Hmm - that's exactly what mine doesn't have ... PK -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Bob Goldstein Sent: Sunday, January 21, 2007 8:13 PM To: Philip Kime Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT-3.6.3 and RTFM 2.2.0RC4 - how to create custom fields? In my RT: RTFM - Configuration - Custom Fields (under the RTFM heading) - New Custom Field Then, the applies to contains RTFM articles as well as other entries. bobg This is a multi-part message in MIME format. --===1572521251== Content-class: urn:content-classes:message Content-Type: multipart/alternative; boundary=_=_NextPart_001_01C73DC9.B350C1E5 This is a multi-part message in MIME format. --_=_NextPart_001_01C73DC9.B350C1E5 Content-Type: text/plain; charset=US-ASCII Content-Transfer-Encoding: quoted-printable I can't see how to create Custom Fields for RTFM 2.2.0RC4 and RT-3.6.3? If I select New custom field, it sends me to the usual custom field creation page (/Admin/CustomFields/Modify.html?Create=3D1) and there is nothing like article or RTFM class or whatever in the Applies to drop-down - just the usual =20 Tickets Groups Users Assets Ticket Transactions =20 Should I be seeing somthing else? This is a fresh install of RTFM, no previous version. =20 PK =20 -- Philip Kime NOPS Systems Architect 310 401 0407 =20 --_=_NextPart_001_01C73DC9.B350C1E5 Content-Type: text/html; charset=US-ASCII Content-Transfer-Encoding: quoted-printable !DOCTYPE HTML PUBLIC -//W3C//DTD HTML 4.0 Transitional//EN HTMLHEAD META http-equiv=3DContent-Type content=3Dtext/html; = charset=3Dus-ascii META content=3DMSHTML 6.00.5730.11 name=3DGENERATOR/HEAD BODY DIVFONT face=3DArial size=3D2SPAN class=3D232420202-22012007I = can't see how to=20 create Custom Fields for RTFM 2.2.0RC4 and RT-3.6.3? If I select New = custom=20 field, it sends me to the usual custom field creation page=20 (/Admin/CustomFields/Modify.html?Create=3D1) and there is nothing like = article=20 or RTFM class or whatever in the Applies to drop-down - just the=20 usual/SPAN/FONT/DIV DIVFONT face=3DArial size=3D2SPAN=20 class=3D232420202-22012007/SPAN/FONTnbsp;/DIV DIVFONT face=3DArial size=3D2SPAN=20 class=3D232420202-22012007Tickets/SPAN/FONT/DIV DIVFONT face=3DArial size=3D2SPAN=20 class=3D232420202-22012007Groups/SPAN/FONT/DIV DIVFONT face=3DArial size=3D2SPAN=20 class=3D232420202-22012007Users/SPAN/FONT/DIV DIVFONT face=3DArial size=3D2SPAN=20 class=3D232420202-22012007Assets/SPAN/FONT/DIV DIVFONT face=3DArial size=3D2SPAN class=3D232420202-22012007Ticket = Transactions/SPAN/FONT/DIV DIVFONT face=3DArial size=3D2SPAN=20 class=3D232420202-22012007/SPAN/FONTnbsp;/DIV DIVFONT face=3DArial size=3D2SPAN = class=3D232420202-22012007nbsp;Should I be=20 seeing somthing else? This is a fresh install of RTFM, no previous=20 version./SPAN/FONT/DIV DIVFONT face=3DArial size=3D2SPAN=20 class=3D232420202-22012007/SPAN/FONTnbsp;/DIV DIVFONT face=3DArial size=3D2SPAN=20 class=3D232420202-22012007PK/SPAN/FONT/DIV DIVnbsp;/DIV DIV align=3DleftFONT face=3DArial size=3D2--/FONT/DIV DIV align=3DleftFONT face=3DArial size=3D2Philip Kime/FONT/DIV DIV align=3DleftFONT face=3DArial size=3D2NOPS Systems = Architect/FONT/DIV DIV align=3DleftFONT face=3DArial size=3D2310 401 0407/FONT/DIV DIVnbsp;/DIV/BODY/HTML --_=_NextPart_001_01C73DC9.B350C1E5-- --===1572521251== Content-Type: text/plain; charset=us-ascii MIME-Version: 1.0 Content-Transfer-Encoding: 7bit Content-Disposition: inline ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com --===1572521251==-- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT-3.6.3 and RTFM 2.2.0RC4 - how to create custom fields?
I can't see how to create Custom Fields for RTFM 2.2.0RC4 and RT-3.6.3? If I select New custom field, it sends me to the usual custom field creation page (/Admin/CustomFields/Modify.html?Create=1) and there is nothing like article or RTFM class or whatever in the Applies to drop-down - just the usual Tickets Groups Users Assets Ticket Transactions Should I be seeing somthing else? This is a fresh install of RTFM, no previous version. PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Re: Timezone wrong in apache error logs.
I would doublecheck the environment for the user Apache is running as. It sounds like that particular user might have a different timezone set. I don't think so - the access logs for apache are all correct, it's only the error logs and it seems to be wrong and then, it's only the errors which RT logs, not the apache error lines ... PK ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT 3.6.3 (and earlier) logs via RT::Logger in gmttime only?
Line 239 of RT.pm seems to be why all errors coming from RT in my apache logs have the wrong timezone - it uses gmttime for the stamps - shouldn't this be localised? PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Re: Status of RTx::AssetTracker
Todd Chapman maintains Asset Tracker and lurks on these lists. I believe that the wiki site for AT is on a personal machine of his so it's not reliably up and it's been wiki-spammed a few times. I think he switched jobs recently so there hasn't been an update in a year or so. But we sed AT 1.2.3 a great deal and it's excellent. It integrates with RT very tightly and we're using it to manage all assets, build config files for services, and much more. You basically have to define your data schema for asset types (read, custom fields) and then it's all visible in the RT GUI. I wrote a REST extension so that you can view/modify assets just like tickets over raw http or using the rt command-line. This will probably be incorporated into the next AT version to be released. PK ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Timezone wrong in apache error logs.
Had this problem since 3.4.5 and now on 3.6.3 - the RT logged errors/information in the Apache error log are in GMT. I have the right timezone set in the RT config. I don't think it's an apache problem since the access log for Apache is fine. Any ideas? TZ is set correctly on server etc. PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] SSL connection from RT-MySQL?
I notice that the DatabaseRequireSSL config option mentions only Postgress and there are no config options for cert locations etc. Is it possible to force RT-MySQL communications over SSL? I don't mean getting RT/Apache to to talk SSL to clients, that's a completely different thing ... PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RE: RT on database in read-only mode?
Look into config. Change session class to Apache::Session::File. Excellent- that's exactly what I needed, I had missed this when looking through the config. I had done it by changing the permissions for the rt_user DB user on all tables except the sessions table but this is much neater. Many thanks. PK ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT on database in read-only mode?
Running mysql 5 under RT with a master/slave configuration and I would like to be able to make one of the slaved read-only. This is impossible using RT rights because that means altering the database on the slave which eventually (or quickly ...) breaks mysql replication because of duplicate IDs in the RT transaction table. Starting Mysql on the slave read-only would be nicer but RT won't start at all in this case because it complains about not being able to write session data. It mentioned /usr/local/rt/var/session_data. Is there any way to force RT to use the filesystem locations for session data etc. so that the DB can be completely read-only? PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How to reject email outside of a certain domain?
We have an internal-only RT setup - not customer facing and would like to be able to block emailed tickets from outside of a specific domain - I can't see any obvious way to get this from the RT_Config.pm file - someone must have already done this? Or do you just config this in sendmail? PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] How to reject email outside of a certain domain?
You can probably override LoadOrCreateByEmail to check the email address. That's useful for another problem I have - wanting to reject adding arbitrary watcher emails, thanks. It seems that rt-mailgate already has a mechanism for doing things like this. I altered rtpath/local/lib/RT/Interface/Email/Auth/MailFrom.pm to do a check on the email address and it works fine. PK ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Disable auto-create users when added as watchers?
I'd like to disable the auto-creation of users when added as watchers (so it gives an error if the user/email added doesn't exist in RT) - is this possible? PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Wierd search results with multiple-valued fields ...
in RT 3.4.5 and
3.6.1, should this really return anything where "somefield" is
multi-valued?
CF.{somefield}!=
'X' AND CF.{somefield}= 'X'
For me, it does. It
seems to be comparing the string with every value for the field and therefore
matches just about everything. Is there a way, for example, of saying "show me
everything which hasno value matching
'X'
CF.{somfield} !=
'X'
seems to be saying
"show me everything which has *any* value which doesn't match
'X'
PK
--
Philip Kime
NOPS Systems Architect
310 401 0407
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[rt-users] binary attachment difference in REST between 3.4.5 and 3.6.1
I am getting mangled binary attachments only in 3.4.5 when I do rt show ticket/ID/attachments/ID/content one.doc the same command, when pointed at an RT 3.6.1 server gives a perfect file, openable in Word without problems. Even if I use the same database instance so that the data is literally identical, 3.4.5 always gives me a mangled Word doc. It's larger than the good one every time. The encoding of the attachment is the same, the Charset is the same ... looks like a difference in RT - anybody know where to look? I would like to put in a temp fix until we move to 3.6.x. Its fine in the GUI for both versions - the attachments open fine, it's only when I get them over REST. PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Problem creating users when LDAP overlay is enabled
I am using the LDAP code from http://wiki.bestpractical.com/?LDAPand it's working fine but when I try to create a new user in RT, I get: User could not be created: Could not set user info I have LDAP auth first and I am using the LDAP auto-create callback. Any ideas? Should it be trying to set the information in LDAP when I create a new user and if so, that means I need to use an LDAP account in the configs which has write access to AD? PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Re: 3.6 to 3.6.1 server migration
I wrote that srtciale actually ... I've just done a 3.6.0 to 3.6.1 migration - there are no schema changes so all you need to do is a dump and import, that's it. Be aware that 3.6.1 needs a couple of extra Perl modules though - do a make testdeps in the 3.6.1 tree to check for these. PK ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] rt command commaent -a for adding attachments - MIME type
Using "rt comment -a" in rt 3.6.x seems to always attach the file as text/plain. Is there any way to change the encoding? PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] LDAP overlay question
I'm wondering if I'm trying to do things which are impossible: * I have a few hundred users all with internal RT accounts which I want to move to authenticating from AD (they all have AD account). If I put the LDAP user overlay in place, It grabs the info from AD into the RT user fields but will not let the user log on with the AD password, only the internal RT one. * What about true Single-Sign on? That it, it automatically logs you into RT if you are already logged into the AD domain? Would this need to be done with the Apache mod_ldap extension? PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] RT and LDAP authentication (Win2k AD)
Yes, both set ... DEBUG output doesn't tell me anything, just that it failed to authenticate. PK -Original Message- From: Helmuth Ramirez [mailto:[EMAIL PROTECTED] Sent: 11 August 2006 07:00 To: Philip Kime; rt-users@lists.bestpractical.com Subject: RE: [rt-users] RT and LDAP authentication (Win2k AD) Did you double check the settings for the external Auth? ### Enable/Disable LDAP services Set($LdapExternalAuth, 1); Set($LdapExternalInfo, 1); From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Philip Kime Sent: Thursday, August 10, 2006 11:30 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT and LDAP authentication (Win2k AD) I have set this up according to http://wiki.bestpractical.com/?LDAP and it is updating the user information from AD on login but I can't log on with any AD passwords - I have to use the RT internal passwords - any ideas? Possibly TLS not working? But then I'd assume I wouldn't get an LDAP connection at all and the user information update wouldn't work. If I try to auto-create an AD user in RT by just logging in, the logs say: [Fri Aug 11 03:49:33 2006] [warning]: Transaction-Create couldn't, as you didn't specify an object type and id (/usr/local/rt/lib/RT/Record.pm:1466) [Fri Aug 11 03:49:33 2006] [error]: FAILED LOGIN for user from 192.168.0.100 (/usr/local/rt/share/html/autohandler:238) -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] LdapAutocreateAuthCallback breaks rt command?
RT 3.6.1 When I put the code from http://wiki.bestpractical.com/index.cgi?LdapAutocreateAuthCallback in /usr/local/rt/local/html/Callbacks/LDAP/autohandler/Auth (I'm using the LDAP overlay stuff too, naturally, not just this callback). The RT command returns: /usr/local/rt/bin/rt show ticket/100 Use of uninitialized value in pattern match (m//) at /usr/local/rt/bin/rt line 875.rt: Malformed RT response from http://nops-infradev01.shopzilla.com.(Rerun with RTDEBUG=3 for details.) DEBUG output suggests to me that there are two newlines being returned before the HTTP response from the server, which is confusing the RT command? If I remove /usr/local/rt/local/html/Callbacks/LDAP/autohandler/Auth it works fine again. Any ideas? PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT and LDAP authentication (Win2k AD)
I have set this up according to http://wiki.bestpractical.com/?LDAP and it is updating the user information from AD on login but I can't log on with any AD passwords - I have to use the RT internal passwords - any ideas? Possibly TLS not working? But then I'd assume I wouldn't get an LDAP connection at all and the user information update wouldn't work. If I try to auto-create an AD user in RT by just logging in, the logs say: [Fri Aug 11 03:49:33 2006] [warning]: Transaction-Create couldn't, as you didn't specify an object type and id (/usr/local/rt/lib/RT/Record.pm:1466)[Fri Aug 11 03:49:33 2006] [error]: FAILED LOGIN for user from 192.168.0.100 (/usr/local/rt/share/html/autohandler:238) -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Custom Fields query vs. CLI edit syntax inconsistencies
Why don't they both use the same syntax for referencing custom fields? I'm not sure that's necessarily a bad thing - the REST syntax for CF editing is nice and simple for scripting - the curly brackets would make things more complicated to parse and generally use. When I was deciding on a format for displaying CFs for the AT REST code, I automatically chose CF_ (changed to CF- now to match RT 3.6.0) because it's easy to parse in the REST code and easy to edit in the CLI. All that shell escaping for curly brackets when you're scripting would make the REST interface less convenient to use ... PK ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] Custom Fields query vs. CLI edit syntaxinconsistencies
You could deal with both on input but you'd need to pass a flag back and
forth to keep track of which format you wanted on output and I don't
think that would be be very pretty. As long as the rt help stuff
mentions the format, I would think it would be ok. The rt
search|list|ls help does say that the format is the SQL-like syntax
(TicketSQL) that RT uses - as long as the show and edit help said
CFs have prefix CF- or something?
The change to CF.{} for REST CFs wouldn't be hard to code but I'm just
not sure that propagating a tricky syntax even further would be such a
good idea? It's possible (and easier) to modify the REST search function
to allow CF- as well as CF.{}. What about that?
PK
-Original Message-
From: Joshua Colson [mailto:[EMAIL PROTECTED]
Sent: 22 June 2006 12:56
To: Philip Kime; Jesse Vincent
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Custom Fields query vs. CLI edit
syntaxinconsistencies
What if the CLI supported both versions of the syntax? Would that make
the REST code more difficult to maintain?
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RE: [rt-users] Custom Fields query vs. CLI edit syntaxinconsistencies
Here's a simple patch to $rtroot/share/html/REST/1.0/search/ticket to
enable searches to use either format
*** /usr/local/rt/share/html/REST/1.0/search/ticket 2006-05-25
21:11:58.0 -0700
--- /tmp/ticket 2006-06-22 14:57:12.634046264 -0700
***
*** 82,87
--- 82,91
}
my ($n, $s);
+
+ # Allow queries involving CFs to use the REST-style syntax
+ $query =~ s/\bCF-([^\s]+)/CF\.\{$1\}/g;
+
eval {
($n, $s) = $tickets-FromSQL($query);
};
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RE: [rt-users] [Rt-announce] RT 3.6.0 Released
I had the same problems with the stylesheets in 3.6.0 until I cleared my *browser's* cache. PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] The fsck.com-rt- URI scheme
Well I think it's supposed to allow you to have custom URI schemes so that you could, for example, have custom resolver code for a certain scheme that might even pull in data from external sources or do special things to certain Tickets etc. the default scheme for tickets results in URIs like this fsck.com-rt://$RT::Organization/ticket/id It's the fsck.com-rt part which is hard-coded in as the default. If you look in the DB table Links, you'll see. I think that this scheme thing is very nice idea but I would have thought that the default would be better left at just rt so URIs would default to: rt://$RT::Organization/ticket/id But as JV has said - it might well break things for people to change this. I have played around a little and have worked out how to change the default without, so far, breaking anything as there are two ways of approaching this: * Create an rt scheme and make this the default for all new tickets. This doesn't seem to break anything since the fsck.com-rt scheme is still there, just not the default any more. * Create an rt scheme and go through the Links table in the DB and change all fsck.com-rt scheme links to rt. Then remove the fsck.com-rt scheme. This would be tidier and I suspect it wouldn't break anything either. The issue would be, do you have any code/modifications which depend on fsck.com-rt being the default? I don't so I may move to an rt scheme wholesale. The patches to do this are simple and I can post them if there is any interest. PK -Original Message- From: Jason Fenner [mailto:[EMAIL PROTECTED] Sent: 12 June 2006 13:35 To: Philip Kime Cc: Todd Chapman; RT users Subject: Re: [rt-users] The fsck.com-rt- URI scheme What is this URI used for in RT? How does RT use it? Philip Kime wrote: I was more wondering how hard it would be to just default them to an rt scheme since it would seem to make more sense for people who have nothing to do with the fsck.com domain. Even RT has nothing to do with the fsck.com domain now since I believe it was the author's personal domain when it was first being developed. The at scheme is just at, it would be nice for rt to be just rt unless you really want a scheme prefix of something else which could be a config file setting. As an exercise, I created an rt scheme and altered Record.pm, Ticket_Overlay.pm and URI.pm but in 3.6 REST interface, the links still come out as fsck.com-rt so I've either missed something or something's in the DB. PK -Original Message- From: Todd Chapman [mailto:[EMAIL PROTECTED] Sent: 11 June 2006 15:47 To: Philip Kime Cc: RT users Subject: Re: [rt-users] The fsck.com-rt- URI scheme All tickets should have fsck.com-rt schemes. Why would that be a problem? -Todd On Sun, Jun 11, 2006 at 01:56:12PM -0700, Philip Kime wrote: Will this URI scheme thing be continued in later versions of RT? I remember JV saying that it probably wouldn't. I'm wondering if it's worth bothering with generating patches to get rid of the hard-coded fsck.com-rt- scheme because I need to use a lot of REST calls making links etc. and every ticket like comes out as fsck.com-rt- ... PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] The fsck.com-rt- URI scheme
Will this URI scheme thing be continued in later versions of RT? I remember JV saying that it probably wouldn't. I'm wondering if it's worth bothering with generating patches to get rid of the hard-coded "fsck.com-rt-" scheme because I need to use a lot of REST calls making links etc. and every ticket like comes out as "fsck.com-rt-" ... PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] The fsck.com-rt- URI scheme
You may well not have done ... I just remembered something about wanting to take it away but not wanting to break too much stuff ...? PK -Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: 11 June 2006 13:59 To: Philip Kime Cc: RT users Subject: Re: [rt-users] The fsck.com-rt- URI scheme On Sun, Jun 11, 2006 at 01:56:12PM -0700, Philip Kime wrote: Will this URI scheme thing be continued in later versions of RT? I remember JV saying that it probably wouldn't. When did I say this? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] RE: Strange message when changing Select One Value CFs inRT 3.4.5
There seems to be the same issue in RT 3.6 too ...
Thanks for the patch - I'll try it out.
-Original Message-
From: Schultz, Eric [mailto:[EMAIL PROTECTED]
Sent: 07 June 2006 12:38
To: Philip Kime; RT users
Subject: RE: [rt-users] Strange message when changing Select One Value
CFs inRT 3.4.5
Since I've made a number of other changes, I can't just give you a
patch. But yes, I thought it was a bug, and I fixed it thusly in
/path/to/your/rt/lib/RT/Interface/Web.pm (this also works for something
that isn't a select one value):
@@ -1217,6 +1217,8 @@
my $cf_values = $Object-CustomFieldValues($cf);
my %values_hash;
+ my @addcfresults = ();
+
foreach my $value (@values) {
next unless length($value);
@@ -1229,17 +1231,20 @@
Value = $value
);
push ( @results, $msg );
+ push( @addcfresults, $msg );
}
}
- while ( my $cf_value = $cf_values-Next ) {
- unless ( $values_hash{ $cf_value-Content }
== 1 ) {
- my ( $val, $msg ) =
$Object-DeleteCustomFieldValue(
- Field = $cf,
- Value = $cf_value-Content
- );
- push ( @results, $msg);
+ if ([EMAIL PROTECTED] or
!$CustomFieldObj-MaxValues ) {
+ while ( my $cf_value = $cf_values-Next ) {
+ unless ( $values_hash{
$cf_value-Content } == 1 ) {
+ my ( $val, $msg ) =
$Object-DeleteCustomFieldValue(
+ Field = $cf,
+ Value = $cf_value-Content
+ );
+ push ( @results, $msg);
+ }
}
}
}
Let me know if another diff type would be clearer for you to make the
change to your code.
Eric Schultz
United Online
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Philip
Kime
Sent: Sunday, June 04, 2006 2:37 PM
To: RT users
Subject: [rt-users] Strange message when changing Select One Value CFs
inRT 3.4.5
If I change a Select one value CF in RT 3.4.5, I get two messages, for
example:
* ClusterCountryCode FR changed to US
* Custom field value FR could not be found for custom field
ClusterCountryCode
The change is fine and works but the second message is odd (it comes
from CustomField_Overlay.pm) - it looks like it tries to change it twice
and fails the second time because the value is already changed? Any
comments? Is this a bug?
PK
--
Philip Kime
NOPS Systems Architect
310 401 0407
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[rt-users] RE: Strange message when changing Select One Value CFs inRT 3.4.5
Fixed - thanks - the code was in $rtroot/lib/RTx/AssetTracker/Interface/Web.pm and exactly the same fix fixed it ... PK -Original Message- From: Schultz, Eric [mailto:[EMAIL PROTECTED] Sent: 07 June 2006 18:14 To: Philip Kime; RT users Subject: RE: Strange message when changing Select One Value CFs inRT 3.4.5 I don't know what to tell you about the asset tracker code. Maybe you can use the RT code as a hint for how to fix the AT code. Eric Schultz United Online ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Strange message when changing Select One Value CFs in RT 3.4.5
If I change a "Select one value" CF in RT 3.4.5, I get two messages, for example: ClusterCountryCode FR changed to US Custom field value FR could not be found for custom field ClusterCountryCode The change is fine and works but the second message is odd (it comes from CustomField_Overlay.pm)- it looks like it tries to change it twice and fails the second time because the value is already changed? Any comments? Is this a bug? PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Known bug in RT 3.4.5 with disabled Group display?
Is it a known bug in
3.4.5 that the "Include disabled groups in listing" box on the Groups display
page does nothing? I added this to the INIT sectionof /Admin/Groups/index.html
and now it seems to work ...
if
($FindDisabledGroups) {
$Groups-{'find_disabled_rows'} = 1;}
I found this out the
hard way as I thought I'd disabled a group (I had) went to display it to
re-enable it, couldn't, recreated the group with the same name (RT let me do
this) and I ended up with two groups with the same name. Some code I was using
to set Group rights then kept setting the rights on the invisible, disabled one
and confused the hell out of me ...
$Group-LoadUserDefinedGroup
found the disabled
group first when loading the group by name ...
PK
--
Philip Kime
NOPS Systems Architect
310 401 0407
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[rt-users] RE: Confused by Custom field rights
Actually, you're quite right - I hadn't factored in that CFs can be applied to different Queues. PK -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: 01 June 2006 09:53 To: Philip Kime Cc: Joshua Colson; RT users Subject: Re: [rt-users] RE: Confused by Custom field rights Philip Kime wrote: Perfect, this works, thanks. It still seems to be a bit strange that Custom fields aren't considered part of a ticket/asset for the ModifyTicket/ModifyAsset rights ... PK -Original Message- From: Joshua Colson [mailto:[EMAIL PROTECTED] Sent: 30 May 2006 13:17 To: Philip Kime Cc: RT users Subject: Re: [rt-users] Confused by Custom field rights Create a group for each set of users (if you haven't already) and assign the ModifyCustomField right for each individual custom field to the group. Use RTx::RightsMatrix to make it easier. HTH -- Joshua Colson [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html Philip, Actually, since it only makes sense to give privileges to groups and then add users to groups (that way you are not continually doing the same redundant work for every user you want to get to a Queue and you don't have tons of users' rights to maintain) it also makes sense to do the same thing for custom fields. If a GROUP has certain rights to a Queue (set up in configuration) and a Custom field can be applied to any number of Queues, it allows more flexibility to also require group access to a custom field, because you may have more than 1 group accessing a Queue and one group you may WANT to modify custom fields and another you don't. Does that make sense? Kenn ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Confused by Custom field rights
RT 3.4.5/AT 1.2.3 I noticed that if a user has global ModifyCustomField rights, they can change custom field values in any ticket/asset, even if they don't have ModifyTicket/ModifyAsset for the ticket/asset. This seems very odd as the CFs are clearly part of the ticket/asset. I need users to be able to click a lot of custom field values when opening tickets in certain queues and the only way I can find to allow this is using the Global ModifyCustomField right as this right doesn't exist for Queues or Assets. I really don't want it global as users should be able to modify custom fields when opening a ticket in a queue that uses custom fields but I certainly don't want them to be able to modify any custom fields in any asset, which this right lets them do. Any ideas appreciated. I tried assigning ModifyCustomField to the Requestor Role only so they don't get the right on assets but this seems to not work - I can't modify any ticket custom fields any more and it only works again when I put the right back on the global Privileged group. PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] AT REST interface implementation
I have implemented a
REST interface for the AT extension to RT. It allows "rt" command querying,
editing, listing etc. of assets. You can do pretty much anything you would
expect from the command line or via a REST http conversation. Mail me if you'd
like to look at it since almost nobody has tested it much yet. It was developed
with RT 3.4.5 and AT 1.2.3. There is a patch for the "rt" command and also for a
dhandler in the RT REST tree because these were never written with types other
than Tickets in mind and there were some hard coded bits that needed to be
changed. Nothing major though and these patches don't break anything. If
anything, the dhandler patch fixes a bug in the REST interface which is only
apparent when trying to add a new type ...
I've attached the
README if anyone would like to see what you can do with it. I've also just added
support for AT custom link types so you can link/query linksusing custom
types from the command line. This needed another modification of the "rt"
command as there is a link type check in there which could never allow for
arbitrary custom link types as it has no information about them (it's REST,
after all ...)
PK
--
Philip Kime
NOPS Systems Architect
310 401 0407
Design notes
Custom fields in the CLI use prefix CF_. This makes them obvious and avoids
possible conflicts if people have Custom Fields named things like Type and
Status. This doesn't apply to the usual TicketSQL search on Custom Fields
which are the usual CF.{name} format.
The ticket code for updates on Select* fields isn't great so I've augmented it
for assets with a check for a valid value before changes are made. Otherwise,
nasty things happen like - the update happens anyway and when the user next
edits the CFs in the GUI, the bad values are validated and deleted
automatically - nasty suprise.
The history display code for tickets allows a meaningless thing like this
rt show ticket/tid/history/id/transid
where Transaction transid has nothing to do with Ticket tid. You can
effectively look at any transaction via any ticket, which makes no sense and is
a potential security hole. You can't do this with assets - there is a check to
make sure that the transaction(s) requested are from the asset specified
Usage
-
Usage is pretty much what one would expect from the rt command. I've added
asset stuff to the rt command help function so rt help asset works and
several of the exampled include example for assets. Here's a summary and some
more extensive examples.
Assets can be specified as
asset/id
just like tickets,users etc. and attributes like links and history as:
asset/id/history
asset/id/history/links
asset/id/history/watchers
asset/id/history/customfield
asset/id/history/id/transaction id
asset/id/links
the -t flag to the rt command takes asset as a type too.
Some examples:
# open the forms editing interface for a new asset. No custom fields will be
available since the Type of the Asset isn't know at this time
rt new -t asset
# New asset non-interactively with the required fields on command line
rt new -t asset set Name=somename Type=Servers Status=production
# edit an asset interactively
rt edit asset/id
# edit an asset non-interactively, changing a CF
rt edit asset/id set CF_name=some value
# edit an asset non-interactively, adding a CF value to a multi-valued CF
rt edit asset/id add CF_name=some value
# edit an asset non-interactively, deletin a CF value
rt edit asset/id del CF_name=some value
# show an asset in full or in part
rt show asset/id
rt show asset/id/watchers
rt show asset/id/customfields
rt show asset/id/history
# show only certain fields
rt show asset/id -f Name,Type,CF_CFname
# show details of a specific transaction
rt show asset/id/history/id/transaction id
# show an asset's links
rt show asset/id/links
# add/remove links to/from an asset (all asset link types supported including
custom types)
rt link -t asset id1 ComponentOf id2
rt link -t asset id1 DependsOn id2
rt link -d -t asset id1 DependsOn id2
# search for assets with TicketSQL
rt list -t asset 'CF.{CFname} LIKE %' (returns just IDs)
rt list -t asset -l 'CF.{CFname} LIKE %' (returns all fields)
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[rt-users] RE: Should $RT::SystemUser be able to do arbitrary things?
Ouch ... My script managed to remove the first 80 or so entries I that table ... PK -Original Message- From: Ruslan Zakirov [mailto:[EMAIL PROTECTED] Sent: 26 May 2006 11:51 To: Philip Kime Cc: RT users Subject: Re: [rt-users] Should $RT::SystemUser be able to do arbitrary things? Ceck in DB that RT::SystemUser has right SuperUser on system. Record in ACL tables should look like: ++---+-+---+ -+--+-+---+ | id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId | DelegatedBy | DelegatedFrom | ++---+-+---+ -+--+-+---+ | 1 | Group | 2 | SuperUser | RT::System |1 | 0 | 0 | On 5/25/06, Philip Kime [EMAIL PROTECTED] wrote: I have some scripts which do things to RT and have used $RT::SystemUser as the default user when instantiating new Groups/Queues etc. in code. However, since I started to redo my rights schema, this user no longer has permissions to do very much and I wonder what has happened? It's not the root RT user is it? Where are it's rights assigned? I now have to load a real user in scripts to get permissions to do anything ... -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Should $RT::SystemUser be able to do arbitrary things?
I have some scripts which do things to RT and have used $RT::SystemUser as the default user when instantiating new Groups/Queues etc. in code. However, since I started to redo my rights schema, this user no longer has permissions to do very much and I wonder what has happened? It's not the "root" RT user is it? Where are it's rights assigned? I now have to load a "real" user in scripts to get permissions to do anything ... -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] RE: Why would I want to ...
I think that the problem I see is that the Watcher Roles do two things - they mean that people get certain email notifications and they also provide a mechanism for rights application. If one needs/wants to keep these separate, it can be confusing. For example, if you want some people to get email about a certain Queue/Ticket, a CC or AdminCC Right is useful but if you also apply Rights through these Roles, it's a problem if you only want them to be able to look at the emails and not have any more Rights on the Queue/Ticket. My situation is more like this, I have one Queue per department and two groups per queue: Queue x Group x Group x-ADMIN If a user is a member of Group x-ADMIN, they are also a member of Group x, to save duplication of Rights between these two groups. Group x-ADMIN has a few more rights on Queue x than Group x. So I rarely need permissions on the CC or AdminCC roles and was trying to work out how these Roles fit in to my schema. Group x has AdminCC on Queue x so all mail about all tickets is seen by all members of the group. In this scenario, applying the Rights through the AdminCC role and adding Group x to this role has the following consequences, it seems: If I need another Group y to have Rights on Queue x which differ from the Rights Group x has on Queue x, then there are two possible problems. 1. If Group y needs more Rights, these Rights have to be added to the Group y for Queue x, not on the AdminCC Role otherwise Group x gets them too. This defeats the object of applying the rights through the AdminCC Role and things start to get messy. 2. If Group y needs less Rights and Rights are applied through the AdminCC role of Queue x, this isn't possible. Applying the Rights directly to the Groups for Queue x means different groups can have different Rights on the Queue and if they both have the (Rights-less) AdminCC role too, they both get the emails. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Why would I want to ...
Give a group AdminCC on a Queue and assignQueue right to the AdminCC Role instead of just assign Queue rights to the Group? Just trying to design a new rights schema to replace the spaghetti we currently have and while I understand what the Watcher Roles do, I can't see clearly why you'd want to assign rights via them ... PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Where is the fsck.com coming from?
In the REST interface for 3.4.5, when I show a ticket's links: /usr/local/rt/bin/rt show ticket/47126/linksid: ticket/47126/linksDependedOnBy: fsck.com-rt://blah.com/ticket/47125 ?? Surely the link should just read rt://blah.com/ticket/47125 ? -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Bug in RT 3.4.5 REST CLI
I think this is a minor bug: /usr/local/rt/bin/rt create -t ticket set Queue=queue1 [EMAIL PROTECTED] Subject=RESTtest1Argument "new" isn't numeric in sort at /usr/local/rt/bin/rt line 1282. # Ticket 47125 created. Ticket gets created ok but the expand_list routine in the "rt" cli script tries to numerically sort ids even when the only id is "new". I just put this in the subroutine to fix it: return $list if $list eq "new"; -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Re: How to debug RT3 better
It's currently working except from the approval link which doesn't show anything even I selected pending, approved or denied, etc. One thing I found when implementing an Approvals system was that testing is impossible without two user IDs. If you try to open a ticket needing approval and try to approve it yourself etc., the RT mechanisms to prevent viscious circle emails and spurious replies mess this up. Create a test user to open tickets needing approval and if you're using the GUI, log them in in a separate browser (I even used IE for the test user and firefox for the approver because if you've every selected remember my password or whatever in a broswer, it'll auto-log you in when you click links in the GUI etc.). I could get nothing to appear in the approvals section until I did this. Approvals is pretty tricky to set up. You need lots of custom scrips and an idea of how you want it to work. I have a system for it which may or may not be of use to people which I can wikify if desireable. It took me a long time to make it work but it's not complex once it's all working. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Re: Upgrade/migration path for RT 3.2.0 - Current Rev
I have RT 3.2.0 running on RHEL 3.0 on an old server that is on its way out the door. I have literally just done this from 3.2.1 to 3.4.5+AT. I have a detailed migration plan that I wrote for it and I would be happy to send it to you. It's not a big deal to do. I even upgraded the Perl and mysql from version 4 to 5 plus moved from apache/mod_perl 1.x to versions 2/2. There are only a couple of little permissions things you have to be aware of - nothing major. Send me a mail at [EMAIL PROTECTED] PK ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] SOLVED: temp directories and File::Temp problem
Just for the record. I had the following problem: I noticed that there were lots of temporary directories filling up /tmp with random names on my RT 3.4.5 system.Names like those used by File::Temp. Also lots of errors in syslog and apache error logs about not being able to delete these directories because they weren't empty. These directories are temporary disk storage for incoming emails into RT. I eventually traced the problem to the readdir() function in File::Path which was returning the right number of entries for the files in these directories but with the empty string as their name. So the unlink's were failing and the subsequent rmdir() was failing because the files in the dirs were still there. A related problem was that the RT OnlineDocs module doesn't work- the index of modules isn't built. I didn't realise that they were the same problem at first. Well, it's a known problem - this from the mod_perl troubleshooting guide: If readdir() either fails with an exception, or in the list context it returns the correct number of items but each item as an empty string, you have a binary compatibility between mod_perl and Perl problem. Most likely the two have been built against different glibc versions, which have incompatible struct dirent. To solve this problem rebuild mod_perl and Perl against the same glibc version or get new binary packages built against the same glibc version. This was my problem. It was horrible. Even the latest Activestate binary Perl release is linked against the ancient glibc 2.1.3 wheras I built mod_perl2 with glibc 2.3.4.I had to rebuild Perl from scratch, including all of the RT required modules. Thank heavens for the CPAN module. So, if you see odd readdir() behaviour that you can't reproduce by just running the code in perl (this works - it's when it's run under mod_perl that there is a problem), it's almost certainly this. PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] RE: RT-Users Digest, Vol 25, Issue 63
Replying to myself ... The error is coming from rt path/lib/RT/EmailParser.pm line 624 At the File::Temp::rmtree command The error says Directory not empty, which is somewhat beside the point since it's rm*tree* ... but this usually denotes permissions problems, but the permissions seem to be ok. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
