[rt-users] Apache failed
Dear All, My OS is ubuntu, I installed RT 3.8.1 by following this guide http://wiki.bestpractical.com/view/Ubuntu_8.04.1. I already followed the steps untill Replace 000_default file then I tried to run apache 2, but it was failed, then I checked at error.log : [Wed Apr 01 16:03:43 2009] [error] Couldn't load RT config file RT_SiteConfig.pm:\n\nsyntax error at /opt/rt3/etc/RT_SiteConfig.pm line 75, near ) with the \nCompilation failed in require at /opt/rt3/bin/../lib/RT/Config.pm line 410.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 101.\nCompilation failed in require at (eval 2) line 1.\n [Wed Apr 01 16:03:43 2009] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server nast-linux:0, exiting... How to solve this error? Thanks, ns ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] Apache failed
Check permissions --Original Message-- From: nast linux Sender: rt-users-boun...@lists.bestpractical.com To: rt-users@lists.bestpractical.com Subject: [rt-users] Apache failed Sent: Apr 5, 2009 23:27 Dear All, My OS is ubuntu, I installed RT 3.8.1 by following this guide http://wiki.bestpractical.com/view/Ubuntu_8.04.1. I already followed the steps untill Replace 000_default file then I tried to run apache 2, but it was failed, then I checked at error.log : [Wed Apr 01 16:03:43 2009] [error] Couldn't load RT config file RT_SiteConfig.pm:\n\nsyntax error at /opt/rt3/etc/RT_SiteConfig.pm line 75, near ) with the \nCompilation failed in require at /opt/rt3/bin/../lib/RT/Config.pm line 410.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 101.\nCompilation failed in require at (eval 2) line 1.\n [Wed Apr 01 16:03:43 2009] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server nast-linux:0, exiting... How to solve this error? Thanks, ns ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Sent via BlackBerry from T-Mobile ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5)
Update on this:
I've updated httpd, httpd-devel, mod_perl, mod_ssl to the latest
version. Problem still exists.
One additional thing to note is that this is running as a virtual
machine (on ESX) with 1GB of memory allocated.
-CK
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Charles
Kugelman
Sent: Friday, April 03, 2009 11:36 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5)
Greetings RT Gurus!
--Problem--
Every morning when I sit down at my desk and point my browser to RT, it
hangs when the login page should be displayed. Usually I've just
performed a service httpd restart to resolve the problem. This
morning, I just let it sit and load for in excess of 20 minutes, and the
page finally appeared, after which RT seemed to be performing fine -
even if I restart my browser and head back to the logon page. This did
happen in the middle of the day yesterday as well, to which I restarted
httpd, as normal. This, obviously, won't work for production (which we
plan on this system being shortly). I'm sending this message in the hope
that someone can assist me with this problem.
--Relevant Info--
- RT Version: 3.8.2
- HTTPD Package (RPM): httpd-2.2.3-6.el5
- Mod_Perl Package (RPM): mod_perl-2.0.2-6.1
- Perl Package (RPM): perl-5.8.8-18.el5
- OS: RedHat Enterprise Linux 5
- Oracle Client: 10.2, Instant Client
- Oracle Server (remote server): 11g
- Mail Package (RPM): postfix-2.3.3-2
- I've done some digging in the archives and found the post by Dirk Pape
(subject: Performance-Bug in SelfService when updated from 3.6.1 to
3.6.3, date: Jan 22, 2007, 11:39 PM) and the issue seems to be very
close to what I'm seeing. But the resolution that Dirk used doesn't seem
to apply to the current version of RT, as @roles = ('Watcher') is
already set in the html/SelfService/Elements/MyRequests file by default.
And my seems to be with the logon page.
- I have added the following lines to httpd.conf in order to force
http:// requests to use https:// (don't know if this may have some sort
of impact).
RewriteEngine On
RewriteCond %{HTTPS} off
RewriteRule (.*) https://%{HTTP_HOST}%{REQUEST_URI}
- Could the way Postfix is configured be causing this problem? The
problem seemed to come into play when I started working on the mail
components.
--Non-Standard Features Being Used--
- SSL (on the front end)
- RT External Auth Plugin (authenticating successfully against AD)
--What Seem to be Relevant Error Log Outputs--
- /var/log/httpd/access_log: The error below seems to be appearing quite
frequenetly. I'm not sure if it's related or not, but doesn't look good.
(RTHOST) - - [03/Apr/2009:09:51:57 -0400] POST
/REST/1.0/NoAuth/mail-gateway HTTP/1.1 302 333 - libwww-perl/5.805
- None of the other logs that I've checked (httpd error_log, rt log)
appear to have anything of relevance to this problem.
Thanks in advance for any assistance you may be able to offer.
-CK
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Re: [rt-users] Rt stuck while converting us-ascii to utf-8 for text/plain
On Fri 3.Apr'09 at 15:53:37 -0700, Kimberly McKinnis wrote: Hi! Running RT 3.4.5 (yes, I know it's outdated, there are reasons for not upgrading) on Rhel4u4. I've been having some wonky problems lately, despite not making any changes. Today's weirdness is a ticket from a customer submitted via email showing up in the rt log but never making it to a queue. I'm seeing the following message containing the email subject in /var/log/rt/rt.log. I'd be tthat it's actually a large message timing out before RT writes it, causing the MTA to redeliver. In terms of logging, I'd probably turn down logs to not show [debug] level messages and consider upping your rt-mailgate's --timeout argument (ory our webserver's FastCGI timeout) Also, consider running mysqltuner.pl and seeing if it tells you anything useful. [Fri Apr 3 20:51:55 2009] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - attn: Kim tivomgt01 sending countless events to our monitoring system, please investigate and advise/ thanks (/usr/lib/rt/RT/I18N.pm:226) [Fri Apr 3 21:34:01 2009] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - attn: Kim tivomgt01 sending countless events to our monitoring system, please investigate and advise/ thanks (/usr/lib/rt/RT/I18N.pm:226) [Fri Apr 3 22:34:01 2009] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - attn: Kim tivomgt01 sending countless events to our monitoring system, please investigate and advise/ thanks (/usr/lib/rt/RT/I18N.pm:226) What could prevent it from not doing this conversion? I assume that's what's causing it to get stuck. Is there anything else useful I can look at to diagnose this or kick it into gear? Thanks! ~~ Kimberly McKinnis System Operations Engineer Service Provider Division, TiVo Inc 408-519-9607 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Custom Field deletes after writing
I have a custom field for a ticket summary. The CF is a Fill in one wiki text area and as my user submits text to the CF the ticket shows it writes the CF and then deletes it in the same second. Below is the error in the ticket.. # Thu Apr 02 18:52:24 2009 pparker - Example (text) 04/06/09. added # Thu Apr 02 18:52:24 2009 pparker - Example (text) 04/06/09 . deleted # Thu Apr 02 18:53:12 2009 pparker - Example (text) 04/06/09 . added # Thu Apr 02 18:53:12 2009 pparker - Example (text) 04/06/09 . deleted # Thu Apr 02 18:54:32 2009 pparker - Example (text) 04/06/09 added I added the () and / that were in the orginal text to show that it had these. Below are the group permissions for the CF and the queue the ticket resides the group has full access. # Spiderman-Group Current rights ModifyCustomField SeeCustomField I noticed that the last one that added did not have a trailing '.' to end the sentence. This can't be it can it? I should be able to end my sentence right? RT Version RT v3.6.4; ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] Description Displaying in From Fiend in Email Instead of Address
Charles,
You can override this a couple of ways. One is to change your
RT_SiteConfig.pm. The other is to replace the From: heading in ALL the
templates you use with what you want. The following is an example of
what we have for ALL our templates:
Subject: Request Titled: {$Ticket-Subject} has been Rejected!
-
TICKET INFORMATION:
Queue : {$Ticket-QueueObj-Name}
You could do the same thing like this:
From: {$Ticket-OwnerObj-Name}
-
TICKET INFORMATION:
Queue : {$Ticket-QueueObj-Name}
In this example, I'm replaceing the From: that normally appears
with the name of the ticket owner. You also have to be sure to following
ANY header replacement line with a blank line just before the body. Hope
this helps.
Kenn
LBNL
On 4/6/2009 10:53 AM, Charles Kugelman wrote:
All,
My queue description is appearing in the From field on email messages
sent by RT.
I'm not sure where in RT I would go to change this behavior.
Any ideas?
**-CK
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[rt-users] Description Displaying in From Fiend in Email Instead of Address
All, My queue description is appearing in the From field on email messages sent by RT. I'm not sure where in RT I would go to change this behavior. Any ideas? -CK ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] Custom Field deletes after writing
Matt, I'd be willing to bet ALOT of money, that your scrip uses a RT condition (On Create, On Resolve, etc) instead of a user-defined one AND, the stage is TransactionCreate. Kenn LBNL On 4/6/2009 10:06 AM, matt wells wrote: I have a custom field for a ticket summary. The CF is a Fill in one wiki text area and as my user submits text to the CF the ticket shows it writes the CF and then deletes it in the same second. Below is the error in the ticket.. # Thu Apr 02 18:52:24 2009 pparker - Example (text) 04/06/09. added # Thu Apr 02 18:52:24 2009 pparker - Example (text) 04/06/09 . deleted # Thu Apr 02 18:53:12 2009 pparker - Example (text) 04/06/09 . added # Thu Apr 02 18:53:12 2009 pparker - Example (text) 04/06/09 . deleted # Thu Apr 02 18:54:32 2009 pparker - Example (text) 04/06/09 added I added the () and / that were in the orginal text to show that it had these. Below are the group permissions for the CF and the queue the ticket resides the group has full access. # Spiderman-Group Current rights ModifyCustomField SeeCustomField I noticed that the last one that added did not have a trailing '.' to end the sentence. This can't be it can it? I should be able to end my sentence right? RT Version RT v3.6.4; ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@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] Description Displaying in From Fiend in Email Instead of Address
Ken,
Your template suggestion is working well. Thank you!
-CK
From: Ken Crocker [mailto:kfcroc...@lbl.gov]
Sent: Monday, April 06, 2009 2:09 PM
To: Charles Kugelman
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Description Displaying in From Fiend in Email
Instead of Address
Charles,
You can override this a couple of ways. One is to change your
RT_SiteConfig.pm. The other is to replace the From: heading in ALL the
templates you use with what you want. The following is an example of
what we have for ALL our templates:
Subject: Request Titled: {$Ticket-Subject} has been Rejected!
-
TICKET INFORMATION:
Queue : {$Ticket-QueueObj-Name}
You could do the same thing like this:
From: {$Ticket-OwnerObj-Name}
-
TICKET INFORMATION:
Queue : {$Ticket-QueueObj-Name}
In this example, I'm replaceing the From: that normally appears
with the name of the ticket owner. You also have to be sure to following
ANY header replacement line with a blank line just before the body. Hope
this helps.
Kenn
LBNL
On 4/6/2009 10:53 AM, Charles Kugelman wrote:
All,
My queue description is appearing in the From field on email messages
sent by RT.
I'm not sure where in RT I would go to change this behavior.
Any ideas?
-CK
___
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Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
No virus found in this incoming message.
Checked by AVG - www.avg.com
Version: 8.5.285 / Virus Database: 270.11.43/2043 - Release Date:
04/06/09 06:22:00
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Re: [rt-users] RT-Mailgate hack to remove quoted replies
in. That way when it turns out your parsing is imperfect you haven't damaged the original and you might even offer the user a way to recover by peeking at the original. More specifically, I'd recommend doing it the same way RT handles letting users see the outgoing messages. Don't show it on Display.html, but do on History.html. Incidentally, if you manage to get a robust version of this working I'd be interested in adopting it too. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] RT-Mailgate hack to remove quoted replies
There are a number of interesting mods that I've noted he's working on that I'm interested in. (For instance the scrip changes to enforce only requesters can change the ticket's status, etc. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Tel: (408) 240-1239 Cell: (650) 704-6633 -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jerrad Pierce Sent: Monday, April 06, 2009 12:00 PM To: Tom Lahti; rt-users Users Subject: Re: [rt-users] RT-Mailgate hack to remove quoted replies in. That way when it turns out your parsing is imperfect you haven't damaged the original and you might even offer the user a way to recover by peeking at the original. More specifically, I'd recommend doing it the same way RT handles letting users see the outgoing messages. Don't show it on Display.html, but do on History.html. Incidentally, if you manage to get a robust version of this working I'd be interested in adopting it too. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Text formatted pages after upgrade
I appreciate the help, but unfortunately it did not work. The upgrade has the same address as the original site https://support.example.com and all I did was use the same settings from the original RT setup. I checked all of the settings and they seem to be correct, as I have confirmed that they still work on the pre upgrade version. An interesting thing is that the BestPractical logo shows up fine though, but that is the only graphic. Any other thoughts? Thanks. Russell ** PLEASE NOTE: This e-mail and any attachments hereto are confidential, and may contain proprietary, privileged or legally protected information. If you are not the intended recipient, please delete this email and all attachments without making copies and notify the sender by telephone or e-mail. E-mail transmissions are inherently subject to disruption, corruption, late or incomplete delivery, and viruses. The sender does not accept responsibility for any errors, omissions or other consequences resulting from the transmission of this e-mail. This notice applies to all TerpSys e-mails and attachments appearing in all e-mail strings containing the message to which this notice is appended.___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] rt system time
Great suggestion... but the time zone does exist. [kmckin...@sjspdsupport ~]$ ls /usr/share/zoneinfo/US/Pacific /usr/share/zoneinfo/US/Pacific [kmckin...@sjspdsupport ~]$ ls /usr/share/zoneinfo/US/ Alaska Aleutian Arizona Central Eastern East-Indiana Hawaii Indiana-Starke Michigan Mountain Pacific Samoa However, my system time is set to /America/Los_Angeles. You'd think it'd be the same, but for paranoia's sake, we'll make them match. Changing the RT config to America/Los_Angeles and rebooting doesn't seem to have changed the logging away from UTC. From: Jo Rhett [mailto:jrh...@netconsonance.com] Sent: Friday, April 03, 2009 6:34 PM To: Kimberly McKinnis Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] rt system time On Apr 3, 2009, at 4:40 PM, Kimberly McKinnis wrote: Can I force my RT install to use the system time/time zone? The system time is correct, and /etc/rt/RT_SiteConfig.pm has always been set to Set($Timezone, 'US/Pacific');, but I'm noticing that the rt.log is logging 7 hours ahead (GMT?) Should I care? What's the point of setting the timezone if we're logging in UTC/GMT? Is US/Pacific a timezone on your system? For example, I had this same problem until I realized that on FreeBSD I needed to use America/Los_Angeles ls /usr/share/zoneinfo (or it's equivalent on your system) will show you the accepted names. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rt system time
On Apr 6, 2009, at 4:30 PM, Kimberly McKinnis wrote: Great suggestion… but the time zone does exist. [kmckin...@sjspdsupport ~]$ ls /usr/share/zoneinfo/US/Pacific /usr/share/zoneinfo/US/Pacific [kmckin...@sjspdsupport ~]$ ls /usr/share/zoneinfo/US/ Alaska Aleutian Arizona Central Eastern East-Indiana Hawaii Indiana-Starke Michigan Mountain Pacific Samoa However, my system time is set to /America/Los_Angeles. You’d think it’d be the same, but for paranoia’s sake, we’ll make them match. Changing the RT config to America/Los_Angeles and rebooting doesn’t seem to have changed the logging away from UTC. RT logs and stores data in the database in UTC The setting you're touching changes the display in the web ui If you want non-utf timestamps in your logs, have RT log through syslog instead of LogToFile -kevin From: Jo Rhett [mailto:jrh...@netconsonance.com] Sent: Friday, April 03, 2009 6:34 PM To: Kimberly McKinnis Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] rt system time On Apr 3, 2009, at 4:40 PM, Kimberly McKinnis wrote: Can I force my RT install to use the system time/time zone? The system time is correct, and /etc/rt/RT_SiteConfig.pm has always been set to Set($Timezone, 'US/Pacific');, but I’m noticing that the rt.log is logging 7 hours ahead (GMT?) Should I care? What’s the point of setting the timezone if we’re logging in UTC/GMT? Is US/Pacific a timezone on your system? For example, I had this same problem until I realized that on FreeBSD I needed to use America/Los_Angeles ls /usr/share/zoneinfo (or it's equivalent on your system) will show you the accepted names. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rt system time
Aha. Thanks! -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, April 06, 2009 1:45 PM To: RT Users Subject: Re: [rt-users] rt system time On Apr 6, 2009, at 4:30 PM, Kimberly McKinnis wrote: Great suggestion... but the time zone does exist. [kmckin...@sjspdsupport ~]$ ls /usr/share/zoneinfo/US/Pacific /usr/share/zoneinfo/US/Pacific [kmckin...@sjspdsupport ~]$ ls /usr/share/zoneinfo/US/ Alaska Aleutian Arizona Central Eastern East-Indiana Hawaii Indiana-Starke Michigan Mountain Pacific Samoa However, my system time is set to /America/Los_Angeles. You'd think it'd be the same, but for paranoia's sake, we'll make them match. Changing the RT config to America/Los_Angeles and rebooting doesn't seem to have changed the logging away from UTC. RT logs and stores data in the database in UTC The setting you're touching changes the display in the web ui If you want non-utf timestamps in your logs, have RT log through syslog instead of LogToFile -kevin From: Jo Rhett [mailto:jrh...@netconsonance.com] Sent: Friday, April 03, 2009 6:34 PM To: Kimberly McKinnis Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] rt system time On Apr 3, 2009, at 4:40 PM, Kimberly McKinnis wrote: Can I force my RT install to use the system time/time zone? The system time is correct, and /etc/rt/RT_SiteConfig.pm has always been set to Set($Timezone, 'US/Pacific');, but I'm noticing that the rt.log is logging 7 hours ahead (GMT?) Should I care? What's the point of setting the timezone if we're logging in UTC/GMT? Is US/Pacific a timezone on your system? For example, I had this same problem until I realized that on FreeBSD I needed to use America/Los_Angeles ls /usr/share/zoneinfo (or it's equivalent on your system) will show you the accepted names. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com 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: sa...@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] RT-Mailgate hack to remove quoted replies
Gary Greene wrote: There are a number of interesting mods that I've noted he's working on that I'm interested in. (For instance the scrip changes to enforce only requesters can change the ticket's status, etc. Actually, I accomplished that with just scrips. And then I convinced ownership it was a bad idea, because it meant that people working on tickets could no longer use their ticket list as a to-do list, and it wasn't really needed because a requestor can always re-open a resolved ticket by just replying to the email. They were actually trying to solve another issue where a requestor was not notified when a ticket was resolved. That's what happens when owners try to play systems analyst without telling the engineers what the actual problem is and just try to ask for what they think the best solution would be instead. However, if you're dying for it all you have to do it apply a scrip to condition On Resolve with action prep: return 1; and action cleanup: return 1 if $self-TransactionObj-IsInbound; $self-TicketObj-_Set(Field = 'Status', Value = 'open', RecordTransaction = 0); return 1; And then, when someone other than a requestor resolves a ticket, the cleanup code sets it back to open. The IsInbound method of the Transaction object returns true if the transaction was generated by a requestor. Then you just do the same thing in reverse for conditions that generate 'resolved' emails so you aren't sending out an email when a non-requestor tries to resolve. I tried playing around with template code to send different emails whether it was a requestor or not (Dear requestor, XXX would like you to resolve ticket YYY), but Text::Template parsing is rather limited and it never worked the way I wanted it to. Notably, you can't have a conditional (like an 'if' statement) span blocks. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] List tickets I ever transacted on?
Trying to find a Query Builder or other method to list all current (not-Resolved/Rejected/Deleted) tickets that I may have been a part of. Some tickets are owned by another staff member, but I've transacted on (either as a Comment or Reply.) I don't want to Steal the ticket, nor do I want to add myself as a CC/AdminCC since I'd like to keep the ticket issues in the RT system rather than out to my email. I'm sometimes the LastUpdatedBy, but eventually the Owner, Requestor, or possibly another staff member will Reply/Comment on the ticket and I won't be the LUB person any more. So I couldn't use that. I could Bookmark every ticket I work on (at least those that I don't own.) But I'm not sure that's the best way to go about it either. Ideas welcome, Thank you, PH -- Paul Hirose : pthir...@ucdavis.edu : Sysadm Motto: rm -fr /MyLife ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Autoreply on create not working
All, I have installed RT for the first time I am using fetchmail to pull in emails and create requests. Because of the way that filtering is done, it seems that if I send from the domain of RT, it strips off the rest of the domain, when creating the requester. But it does not do an auto-reply, or it fails And even when I create correspondence to the user it fails Though if I add a CC on the outbound correspondence, that email is sent. I have looked through the archives, and I don¹t see anything related Below is the log message I see when the ticket is created Thanks -jason [Mon Apr 06 14:25:02 2009] [error] [client 10.0.0.147] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: [Mon Apr 6 21:25:02 2009] [info]: rt-3.8.2-14475-1239053102-1384.16-...@seesawnetworks.com #16/158 - Scrip 4 On Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:301) [Mon Apr 06 14:25:02 2009] [error] [client 10.0.0.147] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: [Mon Apr 6 21:25:02 2009] [info]: rt-3.8.2-14475-1239053102-1384.16-...@seesawnetworks.com No recipients found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:338) [Mon Apr 06 14:25:02 2009] [error] [client 10.0.0.147] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: [Mon Apr 6 21:25:02 2009] [info]: Ticket 16 created in queue 'NewTickets' by test_inbound (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] List tickets I ever transacted on?
Paul, You'll have to run an SQL with an inner join from the Transaction table to do this. As far as I know, Transactional history like comments are not available thru Query builder. Kenn LBNL On 4/6/2009 2:29 PM, Paul Hirose wrote: Trying to find a Query Builder or other method to list all current (not-Resolved/Rejected/Deleted) tickets that I may have been a part of. Some tickets are owned by another staff member, but I've transacted on (either as a Comment or Reply.) I don't want to Steal the ticket, nor do I want to add myself as a CC/AdminCC since I'd like to keep the ticket issues in the RT system rather than out to my email. I'm sometimes the LastUpdatedBy, but eventually the Owner, Requestor, or possibly another staff member will Reply/Comment on the ticket and I won't be the LUB person any more. So I couldn't use that. I could Bookmark every ticket I work on (at least those that I don't own.) But I'm not sure that's the best way to go about it either. Ideas welcome, Thank you, PH -- Paul Hirose : pthir...@ucdavis.edu : Sysadm Motto: rm -fr /MyLife ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@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] List tickets I ever transacted on?
Paul Hirose wrote: Trying to find a Query Builder or other method to list all current (not-Resolved/Rejected/Deleted) tickets that I may have been a part of. Some tickets are owned by another staff member, but I've transacted on (either as a Comment or Reply.) Pretty sure you can't do this in RT itself, you'll have to query the database directly. First find out your numeric user id with something like select id,name from Users where name like '%paul%'. Let's say your ID is 42. Then you can do select distinct ObjectID from Transactions where Creator='42' and ObjectType='RT::Ticket' order by ObjectID Voila, list of ticket numbers you've transacted on. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] Rt stuck while converting us-ascii to utf-8 for text/plain
Jesse: Thank you! I added a larger --timeout than the default (400), and I don't see it in the debug logs anymore, though the ticket still hasn't come through. We don't run FastCgi, and I need to investigate the things that mysqltuner told me. Especially the following: Your applications are not closing MySQL connections properly However, the question still remains: where did the ticket email go if it's no longer in the queue and not timing out anymore? It never came through to a queue. -Original Message- From: Jesse Vincent [mailto:je...@bestpractical.com] Sent: Monday, April 06, 2009 7:51 AM To: Kimberly McKinnis Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Rt stuck while converting us-ascii to utf-8 for text/plain On Fri 3.Apr'09 at 15:53:37 -0700, Kimberly McKinnis wrote: Hi! Running RT 3.4.5 (yes, I know it's outdated, there are reasons for not upgrading) on Rhel4u4. I've been having some wonky problems lately, despite not making any changes. Today's weirdness is a ticket from a customer submitted via email showing up in the rt log but never making it to a queue. I'm seeing the following message containing the email subject in /var/log/rt/rt.log. I'd be tthat it's actually a large message timing out before RT writes it, causing the MTA to redeliver. In terms of logging, I'd probably turn down logs to not show [debug] level messages and consider upping your rt-mailgate's --timeout argument (ory our webserver's FastCGI timeout) Also, consider running mysqltuner.pl and seeing if it tells you anything useful. [Fri Apr 3 20:51:55 2009] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - attn: Kim tivomgt01 sending countless events to our monitoring system, please investigate and advise/ thanks (/usr/lib/rt/RT/I18N.pm:226) [Fri Apr 3 21:34:01 2009] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - attn: Kim tivomgt01 sending countless events to our monitoring system, please investigate and advise/ thanks (/usr/lib/rt/RT/I18N.pm:226) [Fri Apr 3 22:34:01 2009] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - attn: Kim tivomgt01 sending countless events to our monitoring system, please investigate and advise/ thanks (/usr/lib/rt/RT/I18N.pm:226) What could prevent it from not doing this conversion? I assume that's what's causing it to get stuck. Is there anything else useful I can look at to diagnose this or kick it into gear? Thanks! ~~ Kimberly McKinnis System Operations Engineer Service Provider Division, TiVo Inc 408-519-9607 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT3 tuning - web interface seems slow
We are running RT 3.8.1, Apache 2.2.3 with mysql 5.0.45 on a separate machine over (at least) 100bT connections. The web interface to RT3 seems slow to me (I want computers to react faster than I can, i.e. preferably under 300ms). From clicking on a ticket in found N tickets to seeing the full ticket information can take up to 7 seconds, even with only 4 or so fairly short attachments. (the Firefox client is reasonably unloaded and displays other websites fairly quickly, generally under a second for ones on the LAN). Our system is not especially busy - not serving lots of concurrent users. Usually only 1 I suspect. I have been through some of the tuning guides (mysqltuner.pl, wiki.bestpractical.com/view/PerformanceTuning, www.masonhq.com/docs/manual/Params.html) and tweaked some things to little avail. DBIx::SearchBuilder.pm is version 1.54 /opt/rt3/etc/RT_SiteConfig.pm has e.g. Set($DevelMode, '0'); Set($WebFlushDbCacheEveryRequest, '0'); Set($LogToSyslog, 'info'); Set($LogToScreen, 'error'); Set($LogToFile , undef); Interrogating the DB over the network seems reasonably fast: $ time ( echo 'use rt3 ; select * from Attachments where id = 20367 ; \q' | mysql -h rt3db -pXXX ) gives real0m0.031s Using the command-line client over HTTP/SSL is somewhat slower, but still tolerable: $ time rt show ticket/2143/attachments real0m0.242s Any suggestions / stupid stuff to check ? -- Andrew Daviel, TRIUMF, Canada Tel. +1 (604) 222-7376 (Pacific Time) Network Security Manager ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] RT3 tuning - web interface seems slow
Anything in apache logs ? Sent via BlackBerry from T-Mobile -Original Message- From: Andrew Daviel ad...@triumf.ca Date: Mon, 6 Apr 2009 18:49:02 To: rt-users@lists.bestpractical.com Subject: [rt-users] RT3 tuning - web interface seems slow We are running RT 3.8.1, Apache 2.2.3 with mysql 5.0.45 on a separate machine over (at least) 100bT connections. The web interface to RT3 seems slow to me (I want computers to react faster than I can, i.e. preferably under 300ms). From clicking on a ticket in found N tickets to seeing the full ticket information can take up to 7 seconds, even with only 4 or so fairly short attachments. (the Firefox client is reasonably unloaded and displays other websites fairly quickly, generally under a second for ones on the LAN). Our system is not especially busy - not serving lots of concurrent users. Usually only 1 I suspect. I have been through some of the tuning guides (mysqltuner.pl, wiki.bestpractical.com/view/PerformanceTuning, www.masonhq.com/docs/manual/Params.html) and tweaked some things to little avail. DBIx::SearchBuilder.pm is version 1.54 /opt/rt3/etc/RT_SiteConfig.pm has e.g. Set($DevelMode, '0'); Set($WebFlushDbCacheEveryRequest, '0'); Set($LogToSyslog, 'info'); Set($LogToScreen, 'error'); Set($LogToFile , undef); Interrogating the DB over the network seems reasonably fast: $ time ( echo 'use rt3 ; select * from Attachments where id = 20367 ; \q' | mysql -h rt3db -pXXX ) gives real0m0.031s Using the command-line client over HTTP/SSL is somewhat slower, but still tolerable: $ time rt show ticket/2143/attachments real0m0.242s Any suggestions / stupid stuff to check ? -- Andrew Daviel, TRIUMF, Canada Tel. +1 (604) 222-7376 (Pacific Time) Network Security Manager ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Scrip with multiple custom fields checked.
Hello list, I have a scrip that checks to see if the value of several custom fields change. The intention is that if any one of the custom fields change it should execute the scrip action (in this case to send an email). The problem I have is that the scip is executing once per identified change. i.e. if one of the custom fields change it calls the action once, but if three of the custom fields change it calls the action three times. I only want to call the action once regardless of how many custom fields change (i.e. if 1+ custom fields change, execute action once). Any ideas on how to stop the action being called multiple times would be greatly appreciated. This is my scrip: Descripion: FooBar Condition: User Defined Action: Send Email Template : FooBar Template Stage: Transaction Create Custom condition: my $Transaction = $self-TransactionObj; return 0 unless ( $Transaction-Type eq 'CustomField' ( $Transaction-Field eq '35' || $Transaction-Field eq '36' || $Transaction-Field eq '37' || $Transaction-Field eq '38' ) ); return 1; There is nothing in the custom action fields. Thanks for the help. BenR ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] Scrip with multiple custom fields checked.
[snip] I only want to call the action once regardless of how many custom fields change (i.e. if 1+ custom fields change, execute action once). Template Stage: Transaction Create I think you want the scrip to execute in TransactionBatch stage instead of TransactionCreate. It does exactly what you want. You have to enable it in your site config first. -- Tom Lahti BIT Statement LLC http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] Scrip with multiple custom fields checked.
Thanks for this. I did a bunch of reading of the TransactionBatch stage in the wiki, but it wasn't quite clear that this was what I wanted. You were right on the money. Thanks, BenR [snip] I only want to call the action once regardless of how many custom fields change (i.e. if 1+ custom fields change, execute action once). Template Stage: Transaction Create I think you want the scrip to execute in TransactionBatch stage instead of TransactionCreate. It does exactly what you want. You have to enable it in your site config first. -- Tom Lahti BIT Statement LLC http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
