[rt-users] GPG encryption using an alternate key
Hello, We are still using RT 3.8.7 on CentOS. I made some tests with GPG which went just fine. Now, I have some recipient which want to send me not HIS public key, but his COMPANY'S public key in order to encrypt the emails we will send to HIM : according to RT's Gnupg documentation, I don't believe RT (3.8.7) allows it (using, for encryption, a key which does not contain the recipient's email address): can anybody confirm ? Is there any way I can implement that with RT ? Best regards --- Robert GRASSO - System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovallée - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.gra...@cedrat.com - http://www.cedrat.com
[rt-users] ticket keyboard shortcut
Hello, We are still using RT 3.8.7. I was wondering : is there any handy trick, a keyboard shortcut, or something else, to jump quickly from one entry point into a ticket to the next one ? We can have long tickets, with long correspondences, scrolling with the mousewheel gets annoying; so I mean : I wish I could be able to jump from # Tue Mar 10 09:35:06 2015 The RT System itself - Outgoing email recorded to # Tue Mar 10 09:35:06 2015 The RT System itself - Status changed from 'stalled' to 'open' to # Tue Mar 10 12:45:48 2015 User Name - Comments added and so on easily - with keystrokes possibly ? I did not find anything straightforward in the Wiki : did I fail to find the information ? Best regards --- Robert GRASSO - System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovallée - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.gra...@cedrat.com - http://www.cedrat.com
Re: [rt-users] RT under Windows
Our mail server is Postfix on Linux CentOS, so I cannot comment here - besides, almost all our users desktops are under Windows - I have RT authentications performed with AD through RT-Authen-ExternalAuth (RT extension), this is the main adaptation to the Windows side I can advertise. Until you install the whole RT software (along with the database) onto a single server, it is a pretty independent software (remote access through a normal Web browser, no specific client) You may be concerned by the database backup. As we are a small company, I just have a full+incremental OS image performed each night by Acronis backup (which briefly stops MySql before the backup), with a short history, dumped onto an external hard disk. So the database backup is a part of the whole OS backup - I agree, this is not a wonderful solution, but well ... The Acronis choice has been made as part of our disaster recovery plan : I am the only Linux sysadmin here; in case of emergency, my Windows sysadmin must be able to restore our RT server; and the Acronis software has a pretty windowish GUI - this is not a free ad ! I would have preferred Mondoarchive !!! but Mondoarchive is poorly compliant with my Windows sysadmin (no pretty and Windows-as-usual GUI), especially if we consider possible stressfull emergency situations, when one must work quickly and without errors ... --- Robert GRASSO System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovallée - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.gra...@cedrat.com - http://www.cedrat.com -Message d'origine- De : rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] De la part de Yan Seiner Envoyé : 13 avril 2011 21:41 À : rt-users@lists.bestpractical.com Objet : Re: [rt-users] RT under Windows On Wed, April 13, 2011 12:29 pm, Thomas Sibley wrote: On 04/13/2011 02:56 PM, Yan Seiner wrote: I've talking to our IT folks about running RT for work order tracking. They're not opposed to a linux box per se, but currently they're 100% MS Windows. At least one of their folks has linux experience. Can anyone offer any insight into integrating an RT installation into an MS shop? Windows is not a supported platform for RT. If you're looking to do auth against AD, you can do that with mod_kerb and the $WebExternalAuth configuration, or by using the RT-Authen-ExternalAuth plugin for RT. Sorry, I mis-titled that. I'm asking for advice on integrating RT on a linux platform into an otherwise 100% microsoft shop. Authentication is just one small part of it; email integration, and any other issues I can relay to the IT folks would help. -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln
Re: [rt-users] How to generate reports on RT?
Hello, I don't know what version you are running. I am running v3.8.7. Once a search has been performed, at the bottom-right corner of the results page, on v3.8.7 you have scroll lists and a Generate reports button. Regards --- Robert GRASSO System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovallée - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.gra...@cedrat.com - http://www.cedrat.com -Message d'origine- De : rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] De la part de Wagner Pereira Envoyé : 16 novembre 2010 15:21 À : RT-Users@lists.bestpractical.com Objet : [rt-users] How to generate reports on RT? Hi, friends. I have a Request Tracker working well since many months ago. And now it is time to starting generate some reports from our more than 300 tickets. What should be my first step? Att, -- Wagner Pereira PoP-SP/RNP - Ponto de Presença da RNP em São Paulo CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo http://www.pop-sp.rnp.br Tel. (11) 3091-8901 f...@rnp: 10158902
Re: [rt-users] Why I am recommending 3.6 over 3.8 to my boss
Hello, I have recently installed RT 3.8.7 on CentOS 5 (main RHEL clone), after several previous upgrades. The rpm you mention did not fit our requirements. This is my own opinion : as you increase your Unix/Linux/RedHat skills, you will feel less concerned by such issues. BTW : the Best Practical installation scripts install RT in /opt, which is a standard location for extra software, according to the Filesystem Hierarchy Standard http://www.pathname.com/fhs/ http://www.pathname.com/fhs/pub/fhs-2.3.html#OPTADDONAPPLICATIONSOFTWAREPACKAGES So their decision of installing RT in /opt is pretty compliant. Besides, to me, maintaining the non-RedHat Perl modules is quite straightforward, using the Best Practical : make testeps make fixdeps and of course, there is a slight burden, each time perl is updated by yum, I must install Scalar::Util from CPAN by hand again - this has been painful the first time, now I am warned and it does not cost anything more on upgrades. Regards --- Robert GRASSO System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovallée - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.gra...@cedrat.com - http://www.cedrat.com -Message d'origine- De : rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] De la part de Wes Modes Envoyé : 4 novembre 2010 22:02 À : RT Users Objet : [rt-users] Why I am recommending 3.6 over 3.8 to my boss Dear Boss: I strongly recommend going with the 3.6 version of RT. The install takes a few minutes, and it otherwise meets all the requirements of our project. Migration of old queues is simple. There is cost savings in the near and long-term. There is no rpm of RT3.8 that works for RHEL (32 or 64 bit) and none seem to be forthcoming. Someday perhaps someone will put one together, but it doesn't look like anytime soon. I CAN do a manual install of RT3.8 using the Best Practical install scripts. It is not terribly hard. However, the long-term costs of this are large. The install scripts put all the binaries, configuration files, and libraries in the wrong places for RHEL/CentOS, and working outside the package manager means files could be clobbered at any time. On the other hand, the rpms for RT3.6 use the package manager and put all the config files in /etc, all the perl modules in the perl modules dir, and the various tools in /usr/bin and /usr/sbin. The non-standard install using the scripts creates recurring costs in the future as the system is significantly more difficult to update and harder to maintain, like by a factor of 50 (five minutes compared to 4 hours). Additionally, the cost of migration of old content from 3.6 to 3.8 is unknown. Again, I will install either RT3.6 or RT3.8 but I need you to understand and acknowledge the costs of the choice. Wes Thanks to Gary Greene for the info about his latest centos rpm build.
Re: [rt-users] RT plugin
Hi, You may have a look to http://wiki.bestpractical.com/view/Customizing in order to customize RT cleanly. You will find much valuable informations in this Wiki. the mailing-list archive is pretty interesting too : http://www.gossamer-threads.com/lists/rt/users/ Regards --- Robert GRASSO System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovallée - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.gra...@cedrat.com - http://www.cedrat.com -Message d'origine- De : rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] De la part de Vitaly Tskhovrebov Envoyé : 20 octobre 2010 09:58 À : rt-users@lists.bestpractical.com Objet : [rt-users] RT plugin Hi. Ive created additional functionality to the web interface, but to implement it, I have to add one Javascript file to Ticket.html and register one function to execute onload(). Ive did it manually, but it seems to be an ugly hack. How do I create an installable plugin to handle situation correctly? Thanks, Vitaly.
Re: [rt-users] Install on CentOS, best current instructions
Hello, I have been running and upgrading RT on CentOS (today RT 3.8.7 on CentOS v5.5) for several years. In addition to all the good advices previously given, I would add, in short : the main (and single !) issue is about non RHEL-compliant Perl modules; up to RT 3.6, it seemed that we had to deal with only one such non-standard module, now there seem to be more. I picked up some from rpmforge, as I was trying to keep an rpm-administered system if possible, but eventually I dropped this tedious solution, and finished with : make testdeps make fixdeps (documented in the README from the stock tar.gz downloaded RT archive) Now, when I am upgrading my OS, I monitor possible perl* updates : whenever I seen one, I am going back immediately to make testdeps (because I am curious) make fixdeps (jumping here directly should be sufficient as a quick fix) So far so good ... --- Robert GRASSO System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovallée - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.gra...@cedrat.com - http://www.cedrat.com -Message d'origine- De : rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] De la part de Steve Szmidt Envoyé : 6 août 2010 21:24 À : rt-users@lists.bestpractical.com Objet : Re: [rt-users] Install on CentOS, best current instructions On Friday, August 06, 2010 02:59:42 pm Joseph Spenner wrote: There is also this, which is a bit overkill, but you can skip the Active Directory 2003 Exchange 2007 headache, and only do the RT part. :) Fortunately I'm windows free so I don't need to mess with those headache's. These replies are interesting however. -- Steve Szmidt Call Center Service Group, LC http://callcentersg.com 727-330-9491 opt 5 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Warning - perl idiot here
Hi, My rights on /opt/rt3/etc/RT_Config.pm are 440 (should be the stock ones); now, from man perldoc : SECURITY Because perldoc does not run properly tainted, and is known to have security issues, when run as the superuser it will attempt to drop privileges by setting the effective and real IDs to nobodys or nousers account, or -2 if unavailable. If it cannot relinquish its privileges, it will not run. If I chmod 444 /opt/rt3/etc/RT_Config.pm, then perldoc (running as root) is able to display it, whereas before it failed as yours did. Hope this helps --- Robert GRASSO System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovallée - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.gra...@cedrat.com - http://www.cedrat.com -Message d'origine- De : rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] De la part de Michael James Envoyé : 29 juillet 2010 21:26 Cc : RT Users Objet : Re: [rt-users] Warning - perl idiot here Returns nothing. Ah well, I'll just read the darned file and skip over the pod formatting. Thanks for the suggestion. Mike tracker:~ # perldoc -F /opt/rt3/etc/RT_Config.pm tracker:~ # Todd Chapman t...@chaka.net 7/29/2010 3:06 PM Try: perldoc -F On Thu, Jul 29, 2010 at 1:55 PM, Michael James mja...@stonebridgebank.com wrote: How come I can't view the documentation with RT_Config.pm using perldoc? tracker:~ # perldoc /opt/rt3/etc/RT_Config.pm Can't open /opt/rt3/etc/RT_Config.pm: Permission denied at /usr/lib/perl5/5.8.8/Pod/Perldoc.pm line 1380. Mike The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Redirection from HTTPS to HTTP
Hello, I searched deeply recently. It does not seem that RT (even the latest versions) is able to manage both protocols (HTTP and HTTPS) simultaneously. I personally set up a reverse proxy server, as described here : http://www.gossamer-threads.com/lists/rt/users/72162?search_string=both http https;#72162 Hope this can help --- Robert GRASSO System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovallée - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.gra...@cedrat.com - http://www.cedrat.com -Message d'origine- De : rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] De la part de Raphaël Adou Envoyé : 17 juin 2010 17:23 À : RT-Users@lists.bestpractical.com Objet : [rt-users] Redirection from HTTPS to HTTP Hi all, I'm using RT version 3.8.8-1 on a debian squeeze server. I installed Apache 2.2.15-5 as webserver with RT's apache2-modperl2.conf This is the content of my virtual host file. VirtualHost *:443 ServerAdmin webmas...@myserver.domain ServerName myserver.domain Include /etc/request-tracker3.8/apache2-modperl2.conf /VirtualHost I connect to RT by link https://myserver.domain/rt because I left /etc/request-tracker3.8/apache2-modperl2.conf unchanged. The issue I face is that everytime I submit a form for changing a ticket's status for example, I'm redirecting to http (http://myserver.domain/rt/.. ) protocol so I cannot see the result of the operation. I don't know why. Can you help me to fix this please ? Thanks in advance. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Rt 3.8.7 ... main page is blank
Hello,
If you suspect a perl package issue, you may monitor the make testdeps output
? And fix the flaws if you see any ?
Regards
---
Robert GRASSO System engineer
CEDRAT S.A.
15 Chemin de Malacher - Inovallée - 38246 MEYLAN cedex - FRANCE
Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30
mailto:robert.gra...@cedrat.com - http://www.cedrat.com
-Message d'origine-
De : rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] De la part
de Azher Mughal
Envoyé : 15 juin 2010 03:40
À : RT-Users@lists.bestpractical.com
Objet : [rt-users] Rt 3.8.7 ... main page is blank
Hi,
I am using RT 3.8.7 on Centos 5.5. Suddenly it has started
showing blank
white html page. Nothing appears in the apache error log.
While access
log shows a client is connected.
I think some perl package has broken it. From where i can start
debugging ? Here is my apache config:
VirtualHost *:443
...
DocumentRoot /opt/rt3/share/html
PerlModule Apache2::RequestRec Apache2::compat
PerlModule Apache::DBI
PerlRequire /opt/rt3/bin/webmux.pl
RewriteEngine on
Alias / /opt/rt3/share/html
RewriteRule ^/$ /
RewriteRule ^/(.*)$ /opt/rt3/share/html/$1
RewriteCond %{REQUEST_FILENAME} -d
RewriteRule ^(/opt/rt3/share/html.*)/$ $1/index.html
Location /
SetHandler perl-script
PerlHandler RT::Mason
/Location
DocumentRoot /opt/rt3/share/html
AddDefaultCharset UTF-8
PerlRequire /opt/rt3/bin/webmux.pl
Directory /opt/rt3/share/html
SetHandler perl-script
PerlHandler RT::Mason
#PerlResponseHandler RT::Mason
/Directory
# Only for rt-mailgate to submit mail replies without any auth
LocationMatch /NoAuth
Satisfy Any
Allow from all
/LocationMatch
Directory /opt/rt3/share/html/NoAuth/images
SetHandler default-handler
/Directory
ErrorLog /var/log/httpd/rt-error.log
CustomLog /var/log/httpd/rt-access.log combined
/VirtualHost
Thanks
-Azher
--
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Re: [rt-users] Upgrade 3.2.2 to 3.8.7
once you have untarred the RT 3.8.7 transport archive, in the resulting rt-3.8.7 directory, you should read the UPGRADING and UPGRADING.mysql documents : they contains the answers to all your questions (they guided me successfully for my own upgrade) --- Robert GRASSO System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovallée - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.gra...@cedrat.com - http://www.cedrat.com -Message d'origine- De : rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] De la part de Andrew Best Envoyé : 10 juin 2010 03:58 À : rt-users@lists.bestpractical.com Objet : [rt-users] Upgrade 3.2.2 to 3.8.7 Im in the process of preparing to upgrade an ancient RT 3.2.2 instance to 3.8.7. The plan is pretty straight forward. Run up new Ubuntu 10.04 host, install and configure blank 3.8.7 instance as per Ubuntu packages. Dump database on old 3.2.2 host, import database onto new Ubuntu host. Run necessary upgrade scripts. Just like http://wiki.bestpractical.com/view/MigrateToNewServer. What I would like assistance with is determining what order of upgrades I need to run to get the database to upgrade successfully. I have read about the rt-setup-database which looks like it should do what needs to be done automagically. Perhaps there's some caveats im missing? Can anyone share a clue? cheers Andrew -- Never be afraid to try something new. Remember, amateurs built the ark, and professionals built the Titanic. 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 customize RT's FCKeditor?
Hello,
I changed values here :
/opt/rt3/share/html/NoAuth/RichText/FCKeditor/fckconfig.js
I guess I found some doc here
FCKeditor 2.x/Developers Guide - CKSource Docs
http://docs.cksource.com/FCKeditor_2.x/Developers_Guide
Best regards
---
Robert GRASSO System engineer
CEDRAT S.A.
15 Chemin de Malacher - Inovallée - 38246 MEYLAN cedex - FRANCE
Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30
mailto:robert.gra...@cedrat.com - http://www.cedrat.com
-Message d'origine-
De : rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] De la part
de Todd Chapman
Envoyé : 6 avril 2010 01:41
À : rt-users
Objet : [rt-users] How to customize RT's FCKeditor?
Anyone know how to customize the FCKeditor instances in RT? I would
like to expose the editor controls be default.
I tried this but it doesn't pick up the config file:
$ git diff share/html/Elements/HeaderJavascript
diff --git a/share/html/Elements/HeaderJavascript
b/share/html/Elements/HeaderJavascript
index 6ee88a1..bf12104 100644
--- a/share/html/Elements/HeaderJavascript
+++ b/share/html/Elements/HeaderJavascript
@@ -113,6 +113,7 @@ $onload = undef
var oFCKeditor = new FCKeditor( textArea.name,
'100%', % RT-Config-Get('MessageBoxRichTextHeight') % );
oFCKeditor.BasePath =
%RT-Config-Get('WebPath')%/NoAuth/RichText/;
+oFCKeditor.Config[CustomConfigurationsPath] =
/NoAuth/js/myconfig.js;
oFCKeditor.ReplaceTextarea();
}
}
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[rt-users] RT 3.8.7 : enabling the FCKeditor prevents sending 'text/plain' attachments
Following my previous posts on this 'text/plain' attachments topic : as an introduction, I must say that I enabled the FCKeditor by default for all our users (Windows people which feel more comfortable this way). I ran more deep tests : I found something weird on Ubuntu : - running RT from Firefox, attaching a 'text/plain' file, the test recipient did not receive it - running RT from konqueror, it worked almost correctly, but konqueror was unable to run the FCKeditor; thus it just opened the ordinary ascii input field; and HERE, attaching the SAME previous text file (which was eventually assigned in RT with the same 'text/plain' MIME type), the test recipient DID receive it ! Then I disabled the FCKeditor in my RT account, ran several tests from several browsers, severals PCs, several OSes, and regularly, the 'text/plain' attachment was received. I went back to the user who originally called for help on this topic, asked that she disable her FCKeditor, asked her to send again the original file, and HERE the test recipient received it. Can anybody reproduce this behaviour ? Is it a bug ? Regards --- Robert GRASSO System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovallée - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.gra...@cedrat.com - http://www.cedrat.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8.7 : text/plain attachements not sent
Kenneth, Thanks for trying. I apologize for not having been accurate enough. I will try to improve my accuracy, without writing a too long post ;-) I actually had already tweaked the option you mention : $SuppressInlineTextFiles without success. Here is the story : I put RT 3.8.7 in production some weeks ago. So far so good. In our templates (Correspondence etc), I had enabled long ago : RT-Attach-Message: yes so that our people could send attachments. And attachements were flowing away from RT 3.8.7. So far so good. Then some days ago, I have been reported that one of our customers did not receive one specific attachment ! Hell ! What kind of quirk was this ? I performed several tests with Firefox, from Win$, Ubuntu, MSIE from Win$ : all my attachments were sent to the recipient ? I was amazed. So yesterday I decided I had to make more thorough tests, and find it out : because I was not confident in our general attachment sending, until I would not have solved this mystery ! Posting from the PC of the user who reported the failure, even if I connected into my RT account, attaching the file which originally failed to be sent by the user, it failed as well ! But it did not fail from MY PC !! Amazing ! So I went deeper into the MIME topic which I did not know well so far. Browsing the failed tickets, it looked like troubles were happening about text/plain attachments. I spent time browsing the Gossamer threads. I discovered the hard job the browsers do at guessing the MIME types of the files we use to download/upload. I discovered in the registry (under HKEY_CLASSES_ROOT on XP) the MIME 'table' used by MSIE (our users mainly use MSIE :-( ), and then ran the killer test from MSIE : - I renamed a test text file with several extensions, which were each assigned the 'text/plain' MIME type in the registry (registry tag : Content Type) : .odh, .py, .txt, attached them, and posted them to a test recipient : and EACH TIME, the recipient DID NOT receive the attached file ! Whereas the attached file appeared as a normal attachment in the RT Web UI. So this is my diagnostic : with RT 3.8.7, when the MIME type assigned to the attachement by the browser (as an uploaded file) is 'text/plain', RT registers it correctly in the DB, but fails to actually send it. Well, I have been at bit long, hopefully I have been clear enough ? Regards --- Robert GRASSO System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovallée - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.gra...@cedrat.com - http://www.cedrat.com -Message d'origine- De : Kenneth Crocker [mailto:kfcroc...@lbl.gov] Envoyé : 31 mars 2010 21:47 À : Robert Grasso Objet : Re: [rt-users] RT 3.8.7 : text/plain attachements not sent Robert, I'm not sure this is the answer ( I may not have understood your problem correctly), but there is a Config option that can be set to let the attachment appear inline in the email. Hope this helps. Kenn LBNL On Wed, Mar 31, 2010 at 10:03 AM, Robert Grasso robert.grasso...@cedrat.com mailto:robert.grasso%2...@cedrat.com wrote: Hello, I have been reported by our users that 'some' attachments were not actually attached. After having searched this issue, it appears that if we attach files that the browser reports as having the MIME type of text/plain, these files are not sent, they even do not appear inline to the recipient. But they are registered into the ticket normally. Do other RT 3.8.7 (or lower ?) users have the same problem ? Does anybody has a solution ? I browsed the mailing-list, find many discussions about text/plain files, but not my case specifically. My users report that in 3.6.1 (our previous version, installed on an older CentOS 4), they were able to send text attachments. I installed RT 3.8.7 on a CentOS 5.4 OS; I installed many Perl modules from Rpmforge, and as all could not be installed that way, I finished with make fixdeps. Hopefully it is not an issue with some Perl module version. As I don't see ANYTHING in RT's log nor in httpd.log (log level already set to 'debug'), I can't even guess what is happening and what to look for - I don't have a clue. Best regards --- Robert GRASSO System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovallée - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.gra...@cedrat.com - http://www.cedrat.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT 3.8.7 : text/plain attachements not sent
Hello, I have been reported by our users that 'some' attachments were not actually attached. After having searched this issue, it appears that if we attach files that the browser reports as having the MIME type of text/plain, these files are not sent, they even do not appear inline to the recipient. But they are registered into the ticket normally. Do other RT 3.8.7 (or lower ?) users have the same problem ? Does anybody has a solution ? I browsed the mailing-list, find many discussions about text/plain files, but not my case specifically. My users report that in 3.6.1 (our previous version, installed on an older CentOS 4), they were able to send text attachments. I installed RT 3.8.7 on a CentOS 5.4 OS; I installed many Perl modules from Rpmforge, and as all could not be installed that way, I finished with make fixdeps. Hopefully it is not an issue with some Perl module version. As I don't see ANYTHING in RT's log nor in httpd.log (log level already set to 'debug'), I can't even guess what is happening and what to look for - I don't have a clue. Best regards --- Robert GRASSO System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovallée - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.gra...@cedrat.com - http://www.cedrat.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] WYSIWYG composer height not considered ?
-Message d'origine- De : rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] De la part de Kevin Falcone Envoyé : 30 janvier 2010 03:14 À : rt-users@lists.bestpractical.com Objet : Re: [rt-users] WYSIWYG composer height not considered ? On Fri, Jan 29, 2010 at 06:02:34PM +0100, Robert Grasso wrote: I am setting up RT 3.8.7 on CentOS 5.4. It works correctly so far. There seems to be a small problem : if I enable the FCKeditor, and if I change the WYSIWYG composer height in some user preferences, this customized height does not seem to be taken into account; I have to change the value in RT_SiteConfig.pm to change the editor height : does anybody have a hint or a fix about that ? Mmm, that looks like a mistake in the way the Config setting was fetched. See if the patch in 1184796936893d69a04400b819e0756eeec25d55 fixes it for you. -kevin This fixed the issue ! Thank you ! Robert ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] WYSIWYG composer height not considered ?
Hello, I am setting up RT 3.8.7 on CentOS 5.4. It works correctly so far. There seems to be a small problem : if I enable the FCKeditor, and if I change the WYSIWYG composer height in some user preferences, this customized height does not seem to be taken into account; I have to change the value in RT_SiteConfig.pm to change the editor height : does anybody have a hint or a fix about that ? Best regards --- Robert GRASSO System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovallée - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.gra...@cedrat.com - http://www.cedrat.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] ical feed in clear text
Hello, I am installing RT 3.8.7 from scratch on a new CentOS 5.4 server, importing a RT 3.6.1 mysql DB. So far so good, except for the iCal feed : when I click on the link, I get clear text in the browser window; text such as : BEGIN:VCALENDAR CALSCALE:gregorian METHOD:publish PRODID:-//xxx.com// VERSION:2.0 X-WR-CALDESC;VALUE=TEXT:Due dates for RT tickets: Queue = 'support' AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' ) AND Created '2 010-01-08' AND Subject LIKE 'test 8' X-WR-CALNAME;VALUE=TEXT:RT due dates BEGIN:VEVENT CREATED:20100119T135318Z DTEND;VALUE=DATE:20100119 DTSTAMP:20100120T094026Z DTSTART;VALUE=DATE:20100119 LAST-MODIFIED:20100119T164920Z ORGANIZER:grasso SUMMARY:Start: test 8 URL:http://xxx.yyy.lan/?q=17101 END:VEVENT BEGIN:VEVENT CREATED:20100119T135318Z DTEND;VALUE=DATE:20100121 DTSTAMP:20100120T094026Z DTSTART;VALUE=DATE:20100121 LAST-MODIFIED:20100119T164920Z ORGANIZER:grasso SUMMARY:Due: test 8 URL:http://xxx.yyy.lan/?q=17101 END:VEVENT END:VCALENDAR After having noticed the issue at first, I also installed the RTx::Calendar extension, just to see whether, as a side effect, its installation would fix things. Unfortunately not. Obviously, if I test the RT demo version here http://rt.easter-eggs.org/demos/stable/ I get a .ics file to download I don't see any error in /var/log/rt3/rt3.log nor under /var/log/httpd About my installation : I installed as many perl modules as I could from RPMforge, just to try to keep my OS compliant with yum upgrades, and installed the remainings with make fixdeps. Obviously, make fixdeps is now happy. Anybody has some clue ? --- Robert GRASSO System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovallée - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.gra...@cedrat.com - http://www.cedrat.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Vacation messages - how to keep out of RT?
Depending on your configuration, you could setup procmail rules. --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallée - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.com -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Joe Casadonte Sent: Friday, June 08, 2007 5:18 PM To: Rt-Users Subject: [rt-users] Vacation messages - how to keep out of RT? As we approach the summer vacation period, more and more people are setting their Out Of Office/Vacation email auto-replies, and they are cluttering up my lovely RT. Does anyone know of a way to easily identify and ignore these? -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] RT 4 (and online text-processing)
There's something interesting to be found on CPAN. Although it doesn't address the use case you're requesting directly, think of it as a technology demo. http://search.cpan.org/~jesse/RT-TicketWhiteboard-1.7/ thank you for this interesting suggestion - I am going to test it (not immediately) and I will keep you informed. Kind regards -- .-. Robert GRASSO - CEDRAT S.A. /v\ 15, Chemin de Malacher - ZIRST - 38246 MEYLAN Cedex - FRANCE // \\ Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 /( )\ mailto:[EMAIL PROTECTED] ^^-^^ UNIX was not designed to stop you from doing stupid things, because that would also stop you from doing clever things. -- Doug Gwyn --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.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] RT 4 [Draft tickets]
Hello Steven, very nice workaround ! until we get a pure Ajax online editor (!) I am going to test this trick - this might interest some people here. As I did not test these text areas before, I did not guess there was a Save button ! Thanks a lot ! --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.com -Original Message- From: Stephen Turner [mailto:[EMAIL PROTECTED] Sent: Wednesday, June 06, 2007 3:29 PM To: Robert Grasso; Jesse Vincent; RT Users Subject: RE: [rt-users] RT 4 [Draft tickets] At Friday 6/1/2007 09:40 AM, Robert Grasso wrote: oh well, I am very late with my answer, but I had this thought right now : so I don't know if this request has been submitted already : my users would deeply appreciate being able to temporarily SAVE a draft ticket, just to protect against a power shortage, sudden interruptions, and such; I mean : one is writing a long email (this is regularly the case in our scientific business), this takes time, and from time to time people would like to click on some Save button or link, so that they can be sure they will get their mail back whatever can happen. For the moment some of them use to write their email into MS-Outlook, save it regularly with Ctrl-S, and when they are satisfied they copy it into the ticket and send it - but this is not a very satisfying workaround Hello all, I'm not sure why this generated so much controversy; it seems like a reasonable feature request. We had a similar one from our Help Desk, and we came up with this solution/workaround: We created a text area custom field called Scratchpad. The usage is that anyone concerned about losing a long reply can type into this field, hitting Save as often as they want. When they've finished composing the message, they can copy paste into the ticket's message/reply box and send. The copy/paste might be a pain, but it wouldn't be too hard to add a control that would do the copy for you. Steve ___ 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 4
I don't know about you and/or your users, but I practically never use the RT web interface to answer tickets - I use email nearly 100% of the time, precisely because I have much better tools available for writing email (including, but not limited to, support for temporary saves and therefore crash resistance). Attempting to address this issue in RT is, in my opinion, simply not the right place to do it. our support team is not in the IT staff. We use to sell CAD softwares, using finite elements methods, aimed to compute electrical machines (engines etc). The people in our support staff are skilled physicists. But from an IT point of vue, they are ordinary non-IT people. They are those kind of people that enjoy Microsoft because Microsoft makes IT so easy, so seamless. So nowadays when they are in front of some kind of software (Web software ? desktop software ? there is no difference to them - they are not interested in our technological debates), they use it expecting that it is easy and seamless and comfortable : shortly said, Microsoftish software (and don't begin a debate with me on this : I do hate MS - but our people enjoy it : I cannot do anything against this - and you can't either). And so, yes, they DO type their answers into RT - and if some of them don't when they are afraid of losing a long email, they are angry against RT : RT supplies an input field, so well, it must supply the usual comfort functions supplied by MS-Outlook. This seems obvious to them. Microsoft has accustomed so many people to consider that IT IS this colorful window with buttons and the mouse, now KDE and Gnome go this way too (Gnome is hiding every possible technical aspect it can - it's a pain to me and geeks and a joy for non-IT people). I can hear your arguments about the technical limitation of a browser and such. But usual people can't and don't want to. Usual people want to use softwares (whatever software) without any kind of hassle - our support staff are these kind of people, and the workaround that you use and suggest is an unpleasant fix to them, they dislike and reject it even if they use it, and the comfort functions should be added, because this is the way IT goes nowadays (I was reporting here my people's opinion). Don't forget also that our people mainly use MSIE : thus I cannot consider your argument about extensions, which are only for Firefox (there are very few extensions for MSIE). Don't forget, too, that an extension can stop being maintained : this is happening now, some interesting extensions don't seem to be maintained in FF 2.0. Being an IT administrator, I cannot have official and important softwares used by many people rely on extensions - this is definitely not acceptable. --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.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] RT 4 (and online text-processing)
Ignoring the obvious fact that you responded to an honest question about desired features with an honest request for a feature, I fear you are faced with an insurmountable problem: RT isn't client-based, and therefore has no interesting offline mode. Outlook works the way it does because everything is written to local disk, and is running on the local machine. You may want to look into the Java client that was advertised earlier (in spite of its deficiencies). The email interface may actually be a valuable alternative. Since you refer to Outlook, may I assume you are using Exchange Server? If that's the case, there may be some interesting things you can do with forms and so forth (really, I don't know, as I don't use either). Zimbra has a nice model which seems like someone with a gift for Exchange should be able to copy somewhat, though it's another web based product, and therefore subject to the deficiencies of any web-based products. we are using sendmail. But I am wondering whether the problem is insurmountable : the draft could be saved INTO the database, with appropriate addressing taking care of the current user and/or the current ticket number, and NOT on the local disk : what about the Wikipedia Show Preview ? the currently edited page is saved ONTO their server, and my temporary page is not confused with somebody's else temporary page. Thus there is an appropriate addressing. More : what about Google text processing (formerly Writely) ? here we have all required features, bells and whistles, and everything is online, not offline ! when I click on File-Save, my document is saved onto their servers, not on my local disk. Hey Jesse : I DON'T expect that you embed a complete online text-processor into RT !! I am requesting for a simple online Save draft ... --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallée - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.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] RT 4
my users would deeply appreciate being able to temporarily SAVE a draft ticket, just to protect against a power shortage, sudden interruptions, and such; Writing ticket responses in the web interface sucks. Just use email instead so you get the facilities of whatever email client you're using. well, whether it sucks or not, when you give your staff access to some software, they begin using it, that's all - then when you detect weaknesses in the soft, as an emergency solution you can setup some workaround, but at the same time you ask for improvements - this is exactly what I am doing. Don't forget that normal staffers, not being members of the IT staff, are just normal people who don't enjoy dealing with workarounds - why should they ? Rather, WE (IT people, software developers) have to supply correctly functioning software. This is why I am asking for improvements. Not for me : I can bear workarounds - I am using workarounds all day long; but I am asking improvements for my support staff : they do need them. --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.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] RT 4
oh well, I am very late with my answer, but I had this thought right now : so I don't know if this request has been submitted already : my users would deeply appreciate being able to temporarily SAVE a draft ticket, just to protect against a power shortage, sudden interruptions, and such; I mean : one is writing a long email (this is regularly the case in our scientific business), this takes time, and from time to time people would like to click on some Save button or link, so that they can be sure they will get their mail back whatever can happen. For the moment some of them use to write their email into MS-Outlook, save it regularly with Ctrl-S, and when they are satisfied they copy it into the ticket and send it - but this is not a very satisfying workaround --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.com -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Jesse Vincent Sent: Tuesday, May 01, 2007 7:55 PM To: RT Users Subject: [rt-users] RT 4 If, for the sake of argument, Best Practical were to rewrite RT, what would you want to see in the new product? Think big. Jesse ___ 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 4
oh, I agree, I am using such an extension myself - but first, not all of our staffers use Firefox, many of them use MSIE - and I cannot change this - but anyway, so many office softwares, proprietary or not, use to supply such a Save as function nowadays (OpenOffice does), that you would expect that it's implemented in the software you are using, without having to setup some workaround yourself ... --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallée - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.com -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Toby Darling Sent: Friday, June 01, 2007 3:58 PM To: RT Users Subject: Re: [rt-users] RT 4 my users would deeply appreciate being able to temporarily SAVE a draft ticket If they're using firefox, I can recommend the Save Text Area extension, it's got save to, and load from file, as well as autosave. Cheers ___ 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] rt3.4 statistics graphs not visible or displaying
Hello, What graphs don't appear exactly ? This module does not seem to be maintained and there are several bugs. I corrected some in the Tickets per day per Queue module which did not start at all. The other ones used to start but we are not interested in them. I must add that I am running RT v3.6.1 and performed my corrections in this version. Regards --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallée - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.com -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of MARTIN DUJARDIN Sent: Saturday, May 26, 2007 9:32 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] rt3.4 statistics graphs not visible or displaying Dear all, I am new on this list and I have a problem on an existing rt3.4 installation. The installation is working normally but the statistics graphs do not appear if we request them. Can you help me resolve this problem ? The rt3.4 is installed on a Linux redhat system. Thanks Martin Ne gardez plus qu'une seule adresse mail ! Copiez vos mails vers Yahoo! Mail ___ 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] question about google apps
you can use fetchmail to get your emails : see there for instance : http://wiki.bestpractical.com/index.cgi?POP3Mailgate I never used it, but it seems straightforward and Gmail: Help Center - Configuring your email client: Outlook Express and Outlook 2002 (Windows only): http://mail.google.com/support/bin/answer.py?answer=13276 just don't consider all the Outlook stuff, but this article supplies the Gmail servers : smtp.gmail.com pop.gmail.com I did not try this configuration for RT, but on my opinion it should work without much hassle --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallée - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.com -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Chorg Heavy Industries Sent: Monday, May 28, 2007 3:06 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] question about google apps Hi, I need to set up RT and RTFM _i think_. We're using google apps mail on our domain. is this a non starter for using RT? -- As folk wisdom says: a clever person is one that gets out of a trap that a wise one would not have got into in the first place. ___ 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 4
Thank you for asking Jesse, As Sven Sternberger just asked for, we would appreciate an embedded statistics module. Currently, this is only available as a contribution - which works with some bugs, and it does not seem to be maintained anyway - and we are about to use it intensely for auditing and improving our QA. Best regards --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.com -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Jesse Vincent Sent: Tuesday, May 01, 2007 7:55 PM To: RT Users Subject: [rt-users] RT 4 If, for the sake of argument, Best Practical were to rewrite RT, what would you want to see in the new product? Think big. Jesse ___ 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] currently connected users list
Hello, I am running RT 3.6.1 on CentOS 4.4. From time to time, I may need to contact each of our users logged on the Web interface - for maintenance reasons. Is there a command allowing to list every currently logged user ? Regards --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallée - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.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] rt 3.6.1 : apache load sometimes climbs to 100%
I succeeded to install v3.6.1 on CentOS 4.4 - but I have the same apache high load than described in my previous post rt 3.4.5 : apache load sometimes climbs to 100% this is confirmed at the bottom of the ticket : Time to display: 23.227586 : a bit long isnt'it ? Is there anybody who have clues ? Regards --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallée - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.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] rt 3.6.1 : apache load sometimes climbs to 100% : it's RT fault ?
I just discovered http://rt3.fsck.com/?user=guestpass=guest and well : it's just as slow as mine, exactly in the SAME way. When you open the first ticket after having performed a search, it takes 20 seconds to display the page - further pages take nearly 1 second to open. So it's not my tuning nor my configuration. Do you RT developers were aware of this weakness ? Do you plan to solve it ? Regards --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallée - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.com -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Robert Grasso Sent: Thursday, December 07, 2006 12:29 PM To: Rt-Users Subject: [rt-users] rt 3.6.1 : apache load sometimes climbs to 100% I succeeded to install v3.6.1 on CentOS 4.4 - but I have the same apache high load than described in my previous post rt 3.4.5 : apache load sometimes climbs to 100% this is confirmed at the bottom of the ticket : Time to display: 23.227586 : a bit long isnt'it ? Is there anybody who have clues ? Regards --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallée - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.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 ___ 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 3.4.5 : apache load sometimes climbs to 100%
Hello, I installed RT v3.4.5 on CentOS 4.4 with yum. Opening a ticket takes 1 or 2 seconds. But after having performed a search, opening the first ticket makes Apache load the cpu to 100% for roughly 30 seconds ! Then the ticket displays normally. Further tickets opened from the same page take 1 or 2 seconds to open. If I go to the Next page, again the Apache load when opening the first ticket climbs to 100%, and further tickets open in 1 or 2 seconds. I don't see any valuable info neither in the RT logs (even with Set($LogToFile , 'debug');) nor in the Mysql logs nor in the Apache logs. I tried to use debug tools such as mentioned on Debug - RT Wiki http://wiki.bestpractical.com/index.cgi?Debug but I was not able to get any output from DBI::ProfileDumper::Apache nor from MasonX-Profiler. I carefully read the doc though ... I am running httpd-2.0.52-28.ent.centos4 mod_perl-2.0.1-1.rhel4 mysql-4.1.20-1.RHEL4.1 I tried to install RT v3.6.1, but the required DBIx::SearchBuilder was so new, it looked like I had to install a brand new Perl by hand ! Thus losing the automatic upgrades from yum ... Can anybody give me some help ? I am getting sort of desperate ! Here are more details about my config : --- I am upgrading from RT2; RT2 currently runs on a Dell server, running at 1.1 GHz, with 512 MB ram and 512 MB swap, two RAID 1 SCSI disk, the hdparm -t test ports roughly 15 MB/sec. With such a configuration, opening any ticket in RT2 is immediate (it takes much less than one second !). Without much tuning. For test purposes, I installed RT3 on a simple PC with a P4 at 1.7 GHz, 1GB ram, 1GB swap. The hard disk is a SCSI one, the hdparm -t test may report 34 MB/sec I imported our RT2 database into RT3 without problems. There are many large attachments in the database. I limited them to 10 MB. I tuned the kernel with --- kernel.shmmax=536870912 kernel.shmmni=4096 kernel.shmall=2097152 Mysql : here is my my.cnf : - [EMAIL PROTECTED] ~]# grep '^[^#]' /etc/my.cnf [client] port= 3306 socket = /var/lib/mysql/mysql.sock [mysqld] port= 3306 datadir=/var/lib/mysql socket = /var/lib/mysql/mysql.sock skip-locking old_passwords=1 key_buffer = 384M max_allowed_packet = 10M table_cache = 512 sort_buffer_size = 2M read_buffer_size = 2M read_rnd_buffer_size = 8M myisam_sort_buffer_size = 64M thread_cache_size = 8 query_cache_size= 32M thread_concurrency = 8 log-bin = /var/lib/mysql/backup_rt3/rt3_bin server-id = 1 innodb_mirrored_log_groups = 1 innodb_log_files_in_group = 3 innodb_buffer_pool_size = 384M innodb_additional_mem_pool_size = 20M innodb_log_file_size = 200M innodb_log_buffer_size = 8M innodb_flush_log_at_trx_commit = 1 innodb_log_archive = 0 innodb_file_io_threads = 4 innodb_lock_wait_timeout = 50 [mysqldump] quick max_allowed_packet = 16M [mysql] no-auto-rehash [isamchk] key_buffer = 128M sort_buffer_size = 128M read_buffer = 2M write_buffer = 2M [myisamchk] key_buffer = 128M sort_buffer_size = 128M read_buffer = 2M write_buffer = 2M [mysqlhotcopy] interactive-timeout [mysql.server] user=mysql basedir=/var/lib [mysqld_safe] err-log=/var/log/mysqld.log pid-file=/var/run/mysqld/mysqld.pid Apache config: -- in httpd.conf, I enabled KeepAlive On LogLevel debug Here is my rt.conf -- [EMAIL PROTECTED] conf.d]# grep '^[^#]' rt.conf VirtualHost *:80 ServerName rt3.cedrat.lan ServerAlias rt3.cedrat.com DocumentRoot /var/rt/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /usr/bin/webmux.pl PerlModule MasonX::Profiler PerlSetVar MasonPreamble my $p = MasonX::Profiler-new($m, $r); Location / Order Deny,Allow Allow from all Options None ExpiresActive On ExpiresByType text/css A3600 ExpiresByType image/png A3600 ExpiresByType application/x-javascript A3600 ExpiresByType image/gif A3600 SetHandler perl-script PerlResponseHandler RT::Mason IfDefine PerlDProf IfDefine PerlSmallProf PerlFixupHandler Apache::SmallProf /IfDefine /IfDefine /Location Location /NoAuth/images SetHandler default-handler /Location # To use this you have to start apache with -DPerlStatus. # # In RHEL, add the following line to /etc/sysconfig/httpd: # # OPTIONS=-DPerlStatus IfDefine PerlStatus Location /perl-status SetHandler perl-script PerlResponseHandler Apache2::Status PerlSetVar StatusOptionsAll On PerlSetVar StatusTerse On PerlSetVar StatusTerseSize On PerlSetVar StatusTerseSizeMainSummary On PerlSetVar StatusLexInfo On /Location /IfDefine /VirtualHost --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallée - 38246 MEYLAN Cedex - FRANCE
[rt-users] upgrading from RT 2 to RT 3.4.5
Hello, I am going to switch to RT 3.4.5 on CentOS 4.4, I tuned every detail. I trained with rt2-to-rt3, followed by using /etc/rt/upgrade, and discovered the incremental mode : I wish I would use it, as the database is our support database, it's 5 GB large, it will take a while to build the definitive RT 3.4.5, and I don't want to stop our support database for too long. BUT : say I import the large DB once and build everything (RTFM fields, custom fields ...); when I am finished, some tickets entered RT 2 : can I use the incremental mode, as I need to run the upgrade process using the directory /etc/rt/upgrade, on top of rt2-to-rt3 ? Or will I scramble the database if I go this way ? Regards --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallée - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.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] failure restoring backup
found myself once more : it seems that the table mysql.users is not loaded into memory after restoring the backup ? I was able to GRANT a new user, but not to change the rt_user password, rt_user was unavailable; BUT listing the users table I could see it, in quite a normal shape. Thus I just stopped and restarted the mysql server, and suddenly RT3 was available ! Ticket closed ;-) --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallée - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.com -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Robert Grasso Sent: Thursday, November 16, 2006 3:13 PM To: Rt-Users Subject: RE: [rt-users] failure restoring backup Ah, solved the Innodb checkpoint error, increasing the innodb log file size to 200 MB fixed the problem I still have the rt_user issue ... --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallée - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.com -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Robert Grasso Sent: Thursday, November 16, 2006 12:58 PM To: Rt-Users Subject: [rt-users] failure restoring backup Hello, (I am posting this request on this list, as it may be RT-related - maybe I should post it only on a Mysql list ? I don't know) I am configuring RT 3.4.5 on CentOS 4.4 - I am almost finished, it runs nicely, adding RTFM, the shredder ... I wanted to setup a Mysql incremental backup - it seemed it worked. Then I copied my /var/lib/mysql in a safe place, and destroyed it in order to test the restoration. Alas, after restoration I was not able to connect into RT any more, Apache replying Internal Server Error Displaying mysql.log, I got many messages like this one : 061115 15:41:46 InnoDB: ERROR: the age of the last checkpoint is 14151694, InnoDB: which exceeds the log group capacity 14150247. InnoDB: If you are using big BLOB or TEXT rows, you must set the InnoDB: combined size of log files at least 10 times bigger than the InnoDB: largest such row. each of them during the restoration. This is our support database, ibdata1 is 5 GB large, there are many large attachments. I imported this database from RT2. BTW, on RT2, when the database reached 4GB, it failed, and I applied (probably without great accuracy, but this fixed the failure) : ALTER TABLE `Attachments` AVG_ROW_LENGTH=100, MAX_ROWS=8000; In the Apache log, I am getting : Access denied for user 'rt_user'@'localhost' when I try to reset rt_user here is what I get : mysql GRANT ALL PRIVILEGES ON rt3.* TO [EMAIL PROTECTED] IDENTIFIED BY xxxyyy; ERROR 1133 (42000): Can't find any matching row in the user table I ran the full backup with the following command : mysqldump -u root -p --single-transaction --flush-logs --delete-master-logs --master-data=2 --all-databases | gzip /backup_path/full_backup_test.sql.gz and twice the following command (just for testing): mysqladmin -u root -p flush-log and tried to restore using : mysqladmin -u root -p mypasswd gunzip /backup_path/full_backup_test.sql.gz | mysql -u root -p mysqlbinlog /backup_path/rt3_bin.01 | mysql -u root -p and again for two other logs. Finally, here is my my.cnf : I copied the InnoDB settings from http://wiki.bestpractical.com/index.cgi?PerformanceTuning my.cnf -- [mysqld] datadir=/var/lib/mysql socket=/var/lib/mysql/mysql.sock # Default to using old password format for compatibility with mysql 3.x # clients (those using the mysqlclient10 compatibility package). old_passwords=1 max_allowed_packet=100M # suggested by http://wiki.bestpractical.com/index.cgi?PerformanceTuning set-variable = innodb_mirrored_log_groups=1 set-variable = innodb_log_files_in_group=3 set-variable = innodb_log_file_size=5M set-variable = innodb_log_buffer_size=8M innodb_flush_log_at_trx_commit=1 innodb_log_archive=0 set-variable = innodb_buffer_pool_size=16M set-variable = innodb_additional_mem_pool_size=2M set-variable = innodb_file_io_threads=4 set-variable = innodb_lock_wait_timeout=50 set-variable = sort_buffer=2M # preparing for incremental backup log-bin = /mnt/hgfs/backup_rt3_test/rt3_bin # #set-variable = have_compress=YES [mysql.server] user=mysql basedir=/var/lib [mysqld_safe] err-log=/var/log/mysqld.log pid-file=/var/run/mysqld/mysqld.pid
[rt-users] failure restoring backup
Hello, (I am posting this request on this list, as it may be RT-related - maybe I should post it only on a Mysql list ? I don't know) I am configuring RT 3.4.5 on CentOS 4.4 - I am almost finished, it runs nicely, adding RTFM, the shredder ... I wanted to setup a Mysql incremental backup - it seemed it worked. Then I copied my /var/lib/mysql in a safe place, and destroyed it in order to test the restoration. Alas, after restoration I was not able to connect into RT any more, Apache replying Internal Server Error Displaying mysql.log, I got many messages like this one : 061115 15:41:46 InnoDB: ERROR: the age of the last checkpoint is 14151694, InnoDB: which exceeds the log group capacity 14150247. InnoDB: If you are using big BLOB or TEXT rows, you must set the InnoDB: combined size of log files at least 10 times bigger than the InnoDB: largest such row. each of them during the restoration. This is our support database, ibdata1 is 5 GB large, there are many large attachments. I imported this database from RT2. BTW, on RT2, when the database reached 4GB, it failed, and I applied (probably without great accuracy, but this fixed the failure) : ALTER TABLE `Attachments` AVG_ROW_LENGTH=100, MAX_ROWS=8000; In the Apache log, I am getting : Access denied for user 'rt_user'@'localhost' when I try to reset rt_user here is what I get : mysql GRANT ALL PRIVILEGES ON rt3.* TO [EMAIL PROTECTED] IDENTIFIED BY xxxyyy; ERROR 1133 (42000): Can't find any matching row in the user table I ran the full backup with the following command : mysqldump -u root -p --single-transaction --flush-logs --delete-master-logs --master-data=2 --all-databases | gzip /backup_path/full_backup_test.sql.gz and twice the following command (just for testing): mysqladmin -u root -p flush-log and tried to restore using : mysqladmin -u root -p mypasswd gunzip /backup_path/full_backup_test.sql.gz | mysql -u root -p mysqlbinlog /backup_path/rt3_bin.01 | mysql -u root -p and again for two other logs. Finally, here is my my.cnf : I copied the InnoDB settings from http://wiki.bestpractical.com/index.cgi?PerformanceTuning my.cnf -- [mysqld] datadir=/var/lib/mysql socket=/var/lib/mysql/mysql.sock # Default to using old password format for compatibility with mysql 3.x # clients (those using the mysqlclient10 compatibility package). old_passwords=1 max_allowed_packet=100M # suggested by http://wiki.bestpractical.com/index.cgi?PerformanceTuning set-variable = innodb_mirrored_log_groups=1 set-variable = innodb_log_files_in_group=3 set-variable = innodb_log_file_size=5M set-variable = innodb_log_buffer_size=8M innodb_flush_log_at_trx_commit=1 innodb_log_archive=0 set-variable = innodb_buffer_pool_size=16M set-variable = innodb_additional_mem_pool_size=2M set-variable = innodb_file_io_threads=4 set-variable = innodb_lock_wait_timeout=50 set-variable = sort_buffer=2M # preparing for incremental backup log-bin = /mnt/hgfs/backup_rt3_test/rt3_bin # #set-variable = have_compress=YES [mysql.server] user=mysql basedir=/var/lib [mysqld_safe] err-log=/var/log/mysqld.log pid-file=/var/run/mysqld/mysqld.pid - Can anybody help ? Best regards --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallée - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.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] failure restoring backup
Ah, solved the Innodb checkpoint error, increasing the innodb log file size to 200 MB fixed the problem I still have the rt_user issue ... --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallée - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.com -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Robert Grasso Sent: Thursday, November 16, 2006 12:58 PM To: Rt-Users Subject: [rt-users] failure restoring backup Hello, (I am posting this request on this list, as it may be RT-related - maybe I should post it only on a Mysql list ? I don't know) I am configuring RT 3.4.5 on CentOS 4.4 - I am almost finished, it runs nicely, adding RTFM, the shredder ... I wanted to setup a Mysql incremental backup - it seemed it worked. Then I copied my /var/lib/mysql in a safe place, and destroyed it in order to test the restoration. Alas, after restoration I was not able to connect into RT any more, Apache replying Internal Server Error Displaying mysql.log, I got many messages like this one : 061115 15:41:46 InnoDB: ERROR: the age of the last checkpoint is 14151694, InnoDB: which exceeds the log group capacity 14150247. InnoDB: If you are using big BLOB or TEXT rows, you must set the InnoDB: combined size of log files at least 10 times bigger than the InnoDB: largest such row. each of them during the restoration. This is our support database, ibdata1 is 5 GB large, there are many large attachments. I imported this database from RT2. BTW, on RT2, when the database reached 4GB, it failed, and I applied (probably without great accuracy, but this fixed the failure) : ALTER TABLE `Attachments` AVG_ROW_LENGTH=100, MAX_ROWS=8000; In the Apache log, I am getting : Access denied for user 'rt_user'@'localhost' when I try to reset rt_user here is what I get : mysql GRANT ALL PRIVILEGES ON rt3.* TO [EMAIL PROTECTED] IDENTIFIED BY xxxyyy; ERROR 1133 (42000): Can't find any matching row in the user table I ran the full backup with the following command : mysqldump -u root -p --single-transaction --flush-logs --delete-master-logs --master-data=2 --all-databases | gzip /backup_path/full_backup_test.sql.gz and twice the following command (just for testing): mysqladmin -u root -p flush-log and tried to restore using : mysqladmin -u root -p mypasswd gunzip /backup_path/full_backup_test.sql.gz | mysql -u root -p mysqlbinlog /backup_path/rt3_bin.01 | mysql -u root -p and again for two other logs. Finally, here is my my.cnf : I copied the InnoDB settings from http://wiki.bestpractical.com/index.cgi?PerformanceTuning my.cnf -- [mysqld] datadir=/var/lib/mysql socket=/var/lib/mysql/mysql.sock # Default to using old password format for compatibility with mysql 3.x # clients (those using the mysqlclient10 compatibility package). old_passwords=1 max_allowed_packet=100M # suggested by http://wiki.bestpractical.com/index.cgi?PerformanceTuning set-variable = innodb_mirrored_log_groups=1 set-variable = innodb_log_files_in_group=3 set-variable = innodb_log_file_size=5M set-variable = innodb_log_buffer_size=8M innodb_flush_log_at_trx_commit=1 innodb_log_archive=0 set-variable = innodb_buffer_pool_size=16M set-variable = innodb_additional_mem_pool_size=2M set-variable = innodb_file_io_threads=4 set-variable = innodb_lock_wait_timeout=50 set-variable = sort_buffer=2M # preparing for incremental backup log-bin = /mnt/hgfs/backup_rt3_test/rt3_bin # #set-variable = have_compress=YES [mysql.server] user=mysql basedir=/var/lib [mysqld_safe] err-log=/var/log/mysqld.log pid-file=/var/run/mysqld/mysqld.pid - Can anybody help ? Best regards --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallée - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.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 ___ 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] Calendar Widget in RT 3.4.5
ok, I understood by myself : the instructions are for higher versions than 3.4.5 indeed, even the ones posted on the list. Anyway, I blended both, declaring the javascripts as shown in the january post, and displaying the buttons as shown in the wiki, and hurray ! the calendar pops-up. Ticket closed ;-) --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallée - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.com -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Robert Grasso Sent: Wednesday, November 08, 2006 5:24 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Calendar Widget in RT 3.4.5 Hello, I am setting up RT 3.4.5 on CentOS 4.4 (setting up RT 3.6 looked difficult - looked like I needed to upgrade the whole Perl language). In order to setup the calendar widget, are the instructions in the wiki CalendarWidget - RT Wiki http://wiki.bestpractical.com/index.cgi?CalendarWidget appropriate for RT 3.4.5 ? Following them accurately, I got the Choose... buttons but I did not succeed obtaining the calendar popup. Or should I rely on the instructions posted last january in the list [rt-users] Calendar Widget? http://lists.bestpractical.com/pipermail/rt-users/2006-January/036400.html ? Regards --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallée - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.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 ___ 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
