Re: [rt-users] cannot attach files to a ticket from the web interface
Jon Daley wrote: I didn't really follow this conversation, so perhaps I missed something. It isn't a problem with 3.6.1, as that is what I run, and attachments work fine. (I hadn't ever tried an RTF before, but I just did, and it worked perfectly fine). Are you emailing the attachment, or uploading it via the GUI? If it is email, perhaps there is something on that end, or a mime module that needs to be upgraded or something? For me, neither the web UI nor the email gateway work for attachments. The log shows nothing but complaints about using uninitialized values in lots of components in the 3.6.1-native code. Seeing the earlier responses about possible bad versions in various supporting libraries, I've updated *everything* except for Perl itself (which is still 5.8.5) and B::Concise. According to CPAN, all other possible libraries are up-to-date. I've even gone so far as to edit and re-run factory to regenerate the searchbuilder code in lib/RT. All to no avail. Any file which contains a NULL is truncated at the first null leaving, e.g., PDFs completely useless. ___ 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] performance question
On Wed, November 29, 2006 17:17, Jesse Vincent wrote: On Nov 29, 2006, at 6:34 AM, Filip Rembialkowski wrote: hi all RT users, at my work we have such setup: 135 queues 49000 tickets RT 3.4.1 running on Apache/1.3.33 (Debian GNU/Linux) mod_perl/1.29, Perl 5.8.4 I was running a test for following scenario: . Connect to web interface . Login as root . Display one random queue . Search for one random ticket using the top search box . Logout After enabling query logging, I have observed that running above scenario _once_ resulted in almost 1500 queries to my postgresql backend. so this is 1500 queries for the scenario, which essentially consists of displaying 3 pages: 1) home page with standard settings (queues visible on the right side, top10 and unowned in the middle) 2) the page with one particular queue 3) the page with one particular ticket i have also enabled detailed query logging, and observed that about 60% of database time is spent on queries which are used for ACL checking. so... my question is: is this normal? That sounds surprisingly high. But you're also testing with an...older RT. And I know we've made some big performance improvements since then. I can't guarantee that we've fixed whatever you're running into, but coming up to 3.4.6 or 3.6 is strongly recommended. actually i discovered this while evaluating RT 3.6.1 :) I was talking about 3.4.1, because the results are very similar. to be precise, I made this test again, just for a single home page view, and have posted SQL log for single home page view here: http://depesz.com/various/rt-3.6.1-homepage-view-sql-log.html if you look at this, you will know what I mean so the question is still valid. is it needed to ask all these queries? can we optimize it somehow? greets, Filip ___ 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] cannot attach files to a ticket from the web interface
Roberto Nunnari wrote: Jesse Vincent wrote: Just for kicks, see if updating your CGI.pm to current improves things. There was a set of releases with a broken upload() method. I could not find and CGI.pm file under my RT installation.. CGI.pm is part of the CPAN package CGI. The typical way of updating this is to fire up cpan and type install CGI. That will update it to the most recent version. Of course, this assumes that you have CPAN installed. ___ 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] cannot attach files to a ticket from the web interface
-Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Roberto Nunnari Sent: Thursday, November 30, 2006 11:31 AM To: Jesse Vincent Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] cannot attach files to a ticket from the web interface Jesse Vincent wrote: Just for kicks, see if updating your CGI.pm to current improves things. There was a set of releases with a broken upload() method. I could not find and CGI.pm file under my RT installation.. Roberto, you won't find any CGI.pm file under the RT installation directory. CGI.pm is a separate Perl module, usually included into any Perl distribution, available from CPAN: http://search.cpan.org/~lds/CGI.pm-3.25/ Executing this from the command line should be enough to update it: perl -MCPAN -e install 'CGI' (or you can use the cpan shell). Ciao, Emanuele. ___ 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] cannot attach files to a ticket from the web interface
On Thu, 30 Nov 2006, Brian Gallew wrote: I didn't really follow this conversation, so perhaps I missed something. It isn't a problem with 3.6.1, as that is what I run, and attachments work fine. (I hadn't ever tried an RTF before, but I just did, and it worked perfectly fine). Are you emailing the attachment, or uploading it via the GUI? If it is email, perhaps there is something on that end, or a mime module that needs to be upgraded or something? For me, neither the web UI nor the email gateway work for attachments. The log shows nothing but complaints about using uninitialized values in lots of components in the 3.6.1-native code. Seeing the earlier responses about possible bad versions in various supporting libraries, I've updated *everything* except for Perl itself (which is still 5.8.5) and B::Concise. According to CPAN, all other possible libraries are up-to-date. I've even gone so far as to edit and re-run factory to regenerate the searchbuilder code in lib/RT. All to no avail. Any file which contains a NULL is truncated at the first null leaving, e.g., PDFs completely useless. I run debian testing, though when I installed 3.6.1, it wasn't in testing yet, so I think what I did was using the rt-installer, looked for each package that it wanted, and installed the debian version of it. And then for anything that wasn't in debian, used cpan to install it. I do have a fair bit of stuff in /usr/local/share/perl, which I think is mostly from RT, though I was playing around with webgui at one point. I do use 5.8.8. Now that 3.6.1 is in testing, I did check the requirements there to make sure I have all the latest versions that it wants, even though I am still running the downloaded source version of RT. Probably a bit hacked up, at least for someone who doesn't run almost anything if it doesn't come as a debian package. PS. Hi Brian - haven't talked to you in a while - I just quoted you to someone the other day about not knowing that Joe Swenson was the CEO of DynaVox... ___ 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] cannot attach files to a ticket from the web interface
-Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Roberto Nunnari Sent: Thursday, November 30, 2006 1:51 PM To: Brian Gallew Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] cannot attach files to a ticket from the web interface ok. I got it. I have version 3.25: # pkg_info | grep -i cgi p5-CGI.pm-3.25,1Simple Common Gateway Interface Class for Perl This is the latest CGI version available: it solved a (big) problem with the upload() method (present in CGI 3.21 and 3.22), but it unfortunately still suffers from some problems in the same compartment (patches will arrive soon); anyway I really have no idea whether they are the cause of the problem reported by you (and others) or not. As for CGI, just wait and update it to the new version when it'll become available. Ciao, Emanuele. ___ 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] cannot attach files to a ticket from the web interface
Ok. Thank you all. I hope the problem will be solved soon, be it a bug in CGI or in RT. Till then we'll have to live with it. Best regards. Emanuele Zeppieri wrote: -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Roberto Nunnari Sent: Thursday, November 30, 2006 1:51 PM To: Brian Gallew Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] cannot attach files to a ticket from the web interface ok. I got it. I have version 3.25: # pkg_info | grep -i cgi p5-CGI.pm-3.25,1Simple Common Gateway Interface Class for Perl This is the latest CGI version available: it solved a (big) problem with the upload() method (present in CGI 3.21 and 3.22), but it unfortunately still suffers from some problems in the same compartment (patches will arrive soon); anyway I really have no idea whether they are the cause of the problem reported by you (and others) or not. As for CGI, just wait and update it to the new version when it'll become available. Ciao, Emanuele. ___ 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 -- Roberto Nunnari -software engineer- mailto:[EMAIL PROTECTED] Scuola Universitaria Professionale della Svizzera Italiana Dipartimento Tecnologie Innovative http://www.dti.supsi.ch SUPSI-DTI Via Cantonaletel: +41-91-6108561 6928 Mannofax: +41-91-6108570 Switzerland (o o) ===oOO==(_)==OOo ___ 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: Slow query
On 11/12/06, Asif Iqbal [EMAIL PROTECTED] wrote:
Here is another slow query
Reading mysql slow query log from webrt-mysql-slow.log
Count: 66 Time=158.26s (10445s) Lock=0.00s (0s) Rows=1.0 (66),
[EMAIL PROTECTED]
SELECT GET_LOCK('S', N)
Anyway to improve this?
Here are some more extreme slow queries
Reading mysql slow query log from /export/home/ibdata/webrt-mysql-slow.log
Count: 83 Time=135.24s (11225s) Lock=0.00s (0s) Rows=1.0 (83),
[EMAIL PROTECTED]
SELECT GET_LOCK('S', N)
Count: 1 Time=75.00s (75s) Lock=0.00s (0s) Rows=1.0 (1),
[EMAIL PROTECTED]
SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions
Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.ObjectType
= 'S')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'S')) AND ((
main.Type = 'S')) AND ((main.Status = 'S')AND(main.Queue = 'S')AND (
(Attachments_2.Content LIKE 'S')AND(Attachments_2.TransactionId =
Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) )
Explain of the second select query gives impossible where as following
mysql explain SELECT COUNT(DISTINCT main.id) FROM Tickets main ,
Transactions Transactions_1, Attachments Attachments_2 WHERE
((Transactions_1.ObjectType = 'S')) AND ((main.EffectiveId = main.id)) AND
((main.Status != 'S')) AND ((main.Type = 'S')) AND ((main.Status = 'S')AND(
main.Queue = 'S')AND ( (Attachments_2.Content LIKE 'S')
AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id =
Transactions_1.ObjectId) ) );
+-+
| Comment|
+-+
| Impossible WHERE |
+-+
1 row in set (0.00 sec)
Using mysql 4.0.24 and RT 3.4.5
Any suggestion on how to improve that
--
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
--
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
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Re: [rt-users] cannot attach files to a ticket from the web interface
Btw i have 3.25 in my Debian Stable installation too (and upload not working). J. Roberto Nunnari wrote: ok. I got it. I have version 3.25: # pkg_info | grep -i cgi p5-CGI.pm-3.25,1Simple Common Gateway Interface Class for Perl is that release with a broken upload method? ___ 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] Bug: Reminder can't be resolved if queue has changed
After posting about a user who created a reminder that couldn't be resolved, I think I've found the culprit. - The ticket was in the General queue - She created the reminder on the ticket - She moved the ticket to another queue When I moved the ticket back to the General queue, the reminder reappeared on the ticket and could be resolved. --David RT 3.6.1 P.S. In trying to track down this problem, I looked at the database and could not see where Reminders are stored ... ___ 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] Multiple Email Addresses
I installed this but it as if it isn't there. The User_Vendor.pm file is present with the user merge code, and if I look at the source of Modify.html, the changes have been made to add code related to the merge function. There is no option to merge users though. Jesse Vincent wrote: On Wed, Nov 29, 2006 at 03:47:37PM -0500, Garret Huntress wrote: Next question: Lets say you've had this problem for over a year, and you're users table is filled with duplicates. Is there any easy way to either merge these duplicate users or delete the duplicates? http://search.cpan.org/~jesse/RT-Extension-MergeUsers-0.02/ -Garret On Nov 29, 2006, at 3:24 PM, Bob Goldstein wrote: Do you all have any creative solutions for dealing with multiple email addresses from the same person so you don't end up with two user accounts per person? I see situations where someone has their email client misconfigured so they send mail out as [EMAIL PROTECTED] when most of the time they are [EMAIL PROTECTED] in RT_SiteConfig.pm see: CanonicalizeEmailAddressMatch CanonicalizeEmailAddressReplace CanonicalizeOnCreate That at least lets you map various email addresses to one address, if you can do it with generic regexps. In my case, this would squeeze [EMAIL PROTECTED], [EMAIL PROTECTED], [EMAIL PROTECTED], etc. But no relation to [EMAIL PROTECTED] And of course, an append to a ticket only goes to a single address. In my case, we go a small step further, becuase the cannonical mail address here is related to the web logon, so when an account gets created, either by web or email, both web and email parts of the account are done right. bobg -- Garret W. Huntress System Administrator / System Developer Geophysical Laboratory Carnegie Institution of Washington 5251 Broad Branch Road, NW Washington, DC 20015 Email: [EMAIL PROTECTED] Phone: (202)-478-8973 AIM: Garret Huntress  ___ 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] Shredder User plugin mangling tickets?
We have roughly 9500 illegitimate users that were created by incoming spam.
I've been doing my best to eliminate these users by way of the Shredder Users
plugin. For the most part, this has been a successful operation. However, due
to the number of legitimate users, picking out the spam users is not a perfect
science and I've inadvertently removed legitimate users.
This has resulted in a ticket getting mangled...I think. I'm not sure why it
would cause the transactions to get messed up or even if it has. But this is
the output generated on the latest ticket to suffer the problem:
error:
Can't call method Name on an undefined value at
/usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 690.
context:
...
686:AddWatcher = sub {
687:my $self = shift;
688:my $principal = RT::Principal-new($self-CurrentUser);
689:$principal-Load($self-NewValue);
690:return $self-loc( [_1] [_2] added, $self-Field,
$principal-Object-Name);
691:},
692:DelWatcher = sub {
693:my $self = shift;
694:my $principal = RT::Principal-new($self-CurrentUser);
...
code stack:
/usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:690
/usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:602
/usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction:54
/usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory:102
/usr/local/rt-3.6.1/share/html/Ticket/Display.html:63
/usr/local/rt-3.6.1/share/html/autohandler:279
The ticket displays a few of the transactions on the ticket then the above
error.
Is this a result of the Requestor being removed as a suspected spam created user
or the indication of something else? I've removed roughly 8500 users already
and have only seen this happen once before. If there is no cure for it I'm not
too concerned as the nature of the method of removing these users is error prone
and I've made that clear to my superiors. However, if there is a way to avoid
this, I would love to know.
Thanks,
Mathew
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Re: [rt-users] Shredder User plugin mangling tickets?
plugin. For the most part, this has been a successful operation. However, due to the number of legitimate users, picking out the spam users is not a perfect science and I've inadvertently removed legitimate users. This has resulted in a ticket getting mangled...I think. I'm not sure why it would cause the transactions to get messed up or even if it has. But this is the output generated on the latest ticket to suffer the problem: You've removed the user a transaction referred to. RT can't find something that's...well, never supposed to be removed. So it's exploding. ___ 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] Shredder User plugin mangling tickets?
Jesse Vincent wrote: plugin. For the most part, this has been a successful operation. However, due to the number of legitimate users, picking out the spam users is not a perfect science and I've inadvertently removed legitimate users. This has resulted in a ticket getting mangled...I think. I'm not sure why it would cause the transactions to get messed up or even if it has. But this is the output generated on the latest ticket to suffer the problem: You've removed the user a transaction referred to. RT can't find something that's...well, never supposed to be removed. So it's exploding. Besides, if I set the replace_relations field to nobody, shouldn't it assign all those transactions to the Nobody user? Or would I have to use the id for Nobody? Or is using nobody with lowercase 'n' not the same as Nobody with uppercase 'N'? Mathew ___ 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
