[rt-users] Creating a ticket with attachment in PHP
Hello, I'm using RT 3.8.1 and REST API in PHP. I'm creating a ticket this way : $request= new HttpRequest( $conf['rt']['url'] . '/REST/1.0/ticket/new?user=' . $conf['rt']['user'] . 'pass=' . $conf['rt']['password'], HTTP_METH_POST ); $rt_queue = $conf['rt']['languages'][$conf['rt']['fallback_language']]; $post_data = array( 'content' = Queue: . $rt_queue . \nRequestor: . $_SESSION['customer']['login'] . \nCF-OS: . $_POST['os'] . \nSubject: . $_POST['subject'] . \nOwner: . $_SESSION['customer']['login'] . \nText: . str_replace( \n, \n , $_POST['message'] ) . \n ); $request-addPostFields( $post_data ); $request-send(); It works well. Now i'm trying to add an attachment. I tried to add attachment_1: my file content to my post data but it doesn't work. What's the way to attach a file to a ticket using PHP ? Regards, -- Guillaume Hilt
[rt-users] Memory leak (RT 4.0.5)
System: RT version 4.0.5 Apache version 2.2.16 PostgreSQL version 8.4.11 Debian version 6.0.4 Kernel version 2.6.24-25-xen (64-bit) All software is as supplied in the standard Debian repositories. RT installation was upgraded from 3.8.7 using the rt-setup-database-4 script. This is a Xen guest with 2Gb RAM allocated. At the time of writing there are only 11,303 tickets. As the system runs the available memory is slowly eaten up by Apache. Even with just one active user, it can go from 1.1Gb free to needing swap in under 2 hours, and sometimes less than 1 hour. Most of the time the memory can be freed with apachectl graceful, however, sometimes a full apachectl restart is needed. Here is some sample data before and after a reload of Apache: Before reload: PID DRS RSS %MEM 2914628234 400104 19.0 19202 628234 393904 18.7 19220 1089194 575868 27.4 19248 1138122 554844 26.4 Total = 91.5 After reload: PID DRS RSS %MEM 2914628234 400104 19.0 19556 628234 393896 18.7 Total = 37.7 I've GTFW and not found any solutions. Can anyone here point me in the right direction? Note - I have a previous installation using 3.8.7 that runs fine. Let me know if you need any more information. Thanks. Regards, Austin. -- Austin L. Denyer. I. T. Server Security Administrator. signature.asc Description: OpenPGP digital signature
[rt-users] rt creating multiple tickets
System: RT version 4.0.2 Apache version 2.2.3 MySQL version 5.0.77 CentOS version 5.7 Kernel version 2.6.18-194.el5 (64-bit) Hello list, I am writing to you today regarding an unusual issue we are having with our RT server. Where on occasion, if a user sends in a ticket to the system it will create multiple tickets from the one email. Example: 357 FW: FTP infoMedia Delivery new 12 hours agoTake 356 FW: FTP infoMedia Delivery new 12 hours agoTake 354 FW: FTP infoMedia Delivery new 12 hours agoTake 353 FW: FTP infoMedia Delivery new 12 hours agoTake At first it seemed that RT might have been spitting out multiple email responses from the same ticket. But instead what appears to be happening is that one email can generate up to four or more tickets. The most I've seen from a single email is eight tickets, all with unique ID numbers. I've checked the logs, but there is nothing remarkable for each ticket creation, aside from the curious fact multiple tickets stem from one email to the queue. [monitor03:root:/usr/local/rt4/var/log]#grep -A2 Ticket 357 rt.log [Wed Apr 18 00:02:20 2012] [info]: Ticket 357 created in queue 'Media Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681) [Wed Apr 18 00:02:20 2012] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Create for txn #5017 on ticket #357 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:367) [Wed Apr 18 00:03:02 2012] [debug]: Attempting to use external auth service: My_LDAP (/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [monitor03:root:/usr/local/rt4/var/log]#grep -A2 Ticket 356 rt.log [Wed Apr 18 00:02:19 2012] [info]: Ticket 356 created in queue 'Media Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681) [Wed Apr 18 00:02:19 2012] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Create for txn #5009 on ticket #356 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:367) [Wed Apr 18 00:02:19 2012] [debug]: Skipping Scrip #2 because it isn't applicable (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:229) [monitor03:root:/usr/local/rt4/var/log]#grep -A2 Ticket 354 rt.log [Wed Apr 18 00:02:13 2012] [info]: Ticket 354 created in queue 'Media Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681) [Wed Apr 18 00:02:13 2012] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Create for txn #4996 on ticket #354 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:367) [Wed Apr 18 00:02:13 2012] [debug]: Mail from user #1355 (rance.pi...@mlb.com) (/usr/local/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:79) [monitor03:root:/usr/local/rt4/var/log]#grep -A2 Ticket 353 rt.log [Wed Apr 18 00:02:12 2012] [info]: Ticket 353 created in queue 'Media Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681) [Wed Apr 18 00:02:12 2012] [debug]: About to commit scrips for transaction #4996 (/usr/local/rt4/sbin/../lib/RT/Transaction.pm:197) [Wed Apr 18 00:02:12 2012] [debug]: Committing scrip #3 on txn #4996 of ticket #354 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:183) I was only wondering if anyone has ever had a similar experience because my googling has turned up no information on this phenomenon. If you have heard of this and you might have a solution for this type of problem I would certainly appreciate hearing from you. Thanks, and best regards! Tim -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B
Re: [rt-users] rt creating multiple tickets
On 04/18/2012 09:02 AM, Tim Dunphy wrote: I've checked the logs, but there is nothing remarkable for each ticket creation, aside from the curious fact multiple tickets stem from one email to the queue. What's in your mail logs?
Re: [rt-users] rt creating multiple tickets
On Wed, Apr 18, 2012 at 17:02, Tim Dunphy bluethu...@gmail.com wrote: System: RT version 4.0.2 Apache version 2.2.3 MySQL version 5.0.77 CentOS version 5.7 Kernel version 2.6.18-194.el5 (64-bit) Hello list, I am writing to you today regarding an unusual issue we are having with our RT server. Where on occasion, if a user sends in a ticket to the system it will create multiple tickets from the one email. Example: 357 FW: FTP info Media Delivery new 12 hours ago Take 356 FW: FTP info Media Delivery new 12 hours ago Take 354 FW: FTP info Media Delivery new 12 hours ago Take 353 FW: FTP info Media Delivery new 12 hours ago Take At first it seemed that RT might have been spitting out multiple email responses from the same ticket. But instead what appears to be happening is that one email can generate up to four or more tickets. The most I've seen from a single email is eight tickets, all with unique ID numbers. First idea is that something timeouts too early, so mailgate thinks that it didn't delivered the message and asks MDA to re-try later. I've checked the logs, but there is nothing remarkable for each ticket creation, aside from the curious fact multiple tickets stem from one email to the queue. [monitor03:root:/usr/local/rt4/var/log]#grep -A2 Ticket 357 rt.log [Wed Apr 18 00:02:20 2012] [info]: Ticket 357 created in queue 'Media Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681) [Wed Apr 18 00:02:20 2012] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Create for txn #5017 on ticket #357 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:367) [Wed Apr 18 00:03:02 2012] [debug]: Attempting to use external auth service: My_LDAP (/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [monitor03:root:/usr/local/rt4/var/log]#grep -A2 Ticket 356 rt.log [Wed Apr 18 00:02:19 2012] [info]: Ticket 356 created in queue 'Media Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681) [Wed Apr 18 00:02:19 2012] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Create for txn #5009 on ticket #356 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:367) [Wed Apr 18 00:02:19 2012] [debug]: Skipping Scrip #2 because it isn't applicable (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:229) [monitor03:root:/usr/local/rt4/var/log]#grep -A2 Ticket 354 rt.log [Wed Apr 18 00:02:13 2012] [info]: Ticket 354 created in queue 'Media Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681) [Wed Apr 18 00:02:13 2012] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Create for txn #4996 on ticket #354 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:367) [Wed Apr 18 00:02:13 2012] [debug]: Mail from user #1355 (rance.pi...@mlb.com) (/usr/local/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:79) [monitor03:root:/usr/local/rt4/var/log]#grep -A2 Ticket 353 rt.log [Wed Apr 18 00:02:12 2012] [info]: Ticket 353 created in queue 'Media Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681) [Wed Apr 18 00:02:12 2012] [debug]: About to commit scrips for transaction #4996 (/usr/local/rt4/sbin/../lib/RT/Transaction.pm:197) [Wed Apr 18 00:02:12 2012] [debug]: Committing scrip #3 on txn #4996 of ticket #354 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:183) I was only wondering if anyone has ever had a similar experience because my googling has turned up no information on this phenomenon. If you have heard of this and you might have a solution for this type of problem I would certainly appreciate hearing from you. Thanks, and best regards! Tim -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -- Best regards, Ruslan.
Re: [rt-users] SelfService redirect to New Ticket
On Tue, Apr 17, 2012 at 19:20, David T. Grayston davi...@u.washington.edu wrote: Hi all, I’m new to RT and we’re in the process of evaluating and setting up RT (v4.0.1/Ubuntu) – one suggestion I got was if the SelfService site for unprivileged users would first land on the Create New Ticket vs Open Tickets page. I poked around the /share/html/SelfService and see that the Open Tickets is the index page and the tab/menus reflect this also. I think could change that (make Create New Ticket the index page) but I was considering that changing the initial redirect only would be better. But I can’t seem to find if there is a configuration setting or where in the code this redirect to SelfService happens. Any suggestions on this customization or where to possibly modify the redirect to the SelfService page is appreciated. ShowRequestedPage function in lib/RT/Interface/Web.pm. David -- David T. Grayston Systems Database Administrator University of Washington School of Public Health Office of the Dean -- Best regards, Ruslan.
Re: [rt-users] Full text search keyword
On Tue, Apr 17, 2012 at 14:57, Roger Obeid roger.ob...@gmail.com wrote: Hi, Is their a way to set the simple search in RT to do a full text search by default without typing the fulltext keyword ? I am using RT 4.0.4 with PostgreSQL. Adjust lib/RT/Googleish.pm Thanks -- Best regards, Ruslan.
Re: [rt-users] Full text search keyword
On 04/18/2012 09:51 AM, Ruslan Zakirov wrote: Adjust lib/RT/Googleish.pm To be clear, you can do this very cleanly with local overlays in 4.0.x. There's no need to edit the file directly or make a copy of it.
[rt-users] CommandByMail extension not working on RT 4.0.5
I recently upgraded our RT 3.8.9 by making a new RT 4.0.5 installation and then moving and upgrading the database by the upgrade instructions. Before doing so, I upgraded the OS of the computer from Debian Lenny to Debian Squeeze. After that, I installed RT-Extension-CommandByMail-0.10 using the instructions in its INSTALL file. perl Makefile.PL make make install I made the required changes to /opt/rt4/etc/RT_SiteConfig.pm: @MailPlugins = qw(Auth::MailFrom Filter::TakeAction); Set(@Plugins, (qw(RT::Extension::CommandByMail))); However, CommandByMail is not correctly responding to commands in the email body. The emails just open tickets via the default rt-mailgate configuration. Additionally, my /var/log/user.log, debug.log, messages files aren't showing any CommandByMail entries at all. On the 3.8.9 configuration, there would be entries every time CommandByMail ran. I have the following level options set in RT_SiteConfig.pm: Set($LogToSyslog, debug); Set($LogToScreen, debug); What should be my next troubleshooting step?
Re: [rt-users] CommandByMail extension not working on RT 4.0.5
On 04/18/2012 09:59 AM, Fritz Mahnke wrote: I made the required changes to /opt/rt4/etc/RT_SiteConfig.pm: @MailPlugins = qw(Auth::MailFrom Filter::TakeAction); Set(@Plugins, (qw(RT::Extension::CommandByMail))); You're using the RT 3.6 era syntax for @MailPlugins, not the 3.8 and beyond era syntax. Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); This is noted in INSTALL.
Re: [rt-users] CommandByMail extension not working on RT 4.0.5
That's true, but I tried it both ways. I just changed it: Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); And then I issued /etc/init.d/apache2 restart. But the ticket still doesn't process correctly and no CommandByMail messages in the logs.
Re: [rt-users] RT and CRM functions/integration
I'd also second that, but haven't heard of someone who succeeded yet. Best -- View this message in context: http://old.nabble.com/RT-and-CRM-functions-integration-tp33420185p33708586.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] CommandByMail extension not working on RT 4.0.5
I suggest you check /Admin/Tools/Configuration.html to see if @MailPlugins and @Plugins were set successfully. sunnavy On 12-04-18 09:30, Fritz Mahnke wrote: That's true, but I tried it both ways. I just changed it: Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); And then I issued /etc/init.d/apache2 restart. But the ticket still doesn't process correctly and no CommandByMail messages in the logs.
Re: [rt-users] CommandByMail extension not working on RT 4.0.5
Thank you very much for that useful hint. @MailPlugins was not being set correctly and I traced it to a typo in RT_SiteConfig.pm after all. Thanks again!
[rt-users] RT 4.0.5 - Self-service default ordering
Hello,
I'm looking to change the default ordering on the Self Service results
Specifically, the My open tickets results
I've tried changing the My open tickets saved search
but this doesn't seem to affect the results globally
I've also tried altering
/html/SelfService/Elements/MyRequests
to read
@Order = ('DESC')
@OrderBy = ('Created')
Is this the wrong thing to do?
Any help appreciated
Thanks,
--
Tony Atkinson
Re: [rt-users] rt creating multiple tickets
Hi Guys, Thanks for your replies. One thing that I should probably mention is that the machine that I'm using to run RT on only has 2GB of physical memory. I don't know how much RT 4.0.2 requires but I've noticed that it appears to be running slowly and I wonder if this could be contributing to the issue. Here's what I find in my mail logs relating to the multiple ticket creation: [sysmail01:/data/home/dunphy] root% grep mdticket /var/log/syslog | grep -v -i imap Apr 17 15:22:00 sysmail01 postfix/local[4690]: [ID 197553 mail.info] 7F021352CE: to=mdtic...@mail01.mlbam.com, orig_to=mdtic...@mlbam.com, relay=local, delay=4, delays=0.13/0/0/3.8, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 15:22:18 sysmail01 postfix/local[2964]: [ID 197553 mail.info] 545BD352D2: to=mdtic...@mail01.mlbam.com, orig_to=mdtic...@mlbam.com, relay=local, delay=4, delays=0.02/0/0/4, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 19:58:39 sysmail01 postfix/local[18653]: [ID 197553 mail.info] BED741740D: to=mdtic...@mail01.mlbam.com, orig_to=mdtic...@mlbam.com, relay=local, delay=5.1, delays=0.16/0/0/4.9, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:01:16 sysmail01 postfix/local[19445]: [ID 197553 mail.info] 895E817427: to=mdtic...@mail01.mlbam.com, orig_to=mdtic...@mlbam.com, relay=local, delay=4.3, delays=0.14/0/0/4.1, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:02:11 sysmail01 postfix/local[18659]: [ID 197553 mail.info] 8EDCE17433: to=mdtic...@mail01.mlbam.com, orig_to=mdtic...@mlbam.com, relay=local, delay=5.1, delays=0.01/0/0/5.1, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:02:12 sysmail01 postfix/local[19478]: [ID 197553 mail.info] 4CB4E17435: to=mdtic...@mail01.mlbam.com, orig_to=mdtic...@mlbam.com, relay=local, delay=4.6, delays=0.01/0/0/4.6, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:02:16 sysmail01 postfix/local[19445]: [ID 197553 mail.info] 55A0117437: to=mdtic...@mail01.mlbam.com, orig_to=mdtic...@mlbam.com, relay=local, delay=6.9, delays=0.01/2.4/0/4.6, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:02:17 sysmail01 postfix/local[18653]: [ID 197553 mail.info] 1E3DE17439: to=mdtic...@mail01.mlbam.com, orig_to=mdtic...@mlbam.com, relay=local, delay=5, delays=0.01/0.81/0/4.2, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:02:20 sysmail01 postfix/local[18659]: [ID 197553 mail.info] 763341743B: to=mdtic...@mail01.mlbam.com, orig_to=mdtic...@mlbam.com, relay=local, delay=7, delays=0.02/2.8/0/4.2, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:02:21 sysmail01 postfix/local[19478]: [ID 197553 mail.info] 2B4391743D: to=mdtic...@mail01.mlbam.com, orig_to=mdtic...@mlbam.com, relay=local, delay=4.6, delays=0.01/0/0/4.6, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:02:24 sysmail01 postfix/local[19445]: [ID 197553 mail.info] E51121743F: to=mdtic...@mail01.mlbam.com, orig_to=mdtic...@mlbam.com, relay=local, delay=5.7, delays=0.01/1.5/0/4.2, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:02:25 sysmail01 postfix/local[18653]: [ID 197553 mail.info] 22BAC17441: to=mdtic...@mail01.mlbam.com, orig_to=mdtic...@mlbam.com, relay=local, delay=5.8, delays=0.01/1.6/0/4.2, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) We're actually processing mail on another machine due to weird firewall restrictions at our our company. I'm using a fetchmail clone that's known as 'getmail' in a script on the RT box to retrieve mail via IMAP SSL on the mail server: The script is very simple and has a bunch of lines corresponding to various RT accounts that look like the following: [rt@monitor03 ~]$ cat bin/rtmail #!/bin/bash /usr/bin/getmail --rcfile /home/rt/.getmail/rtcorrespond --rcfile /home/rt/.getmail/rtcomment --rcfile /home/rt/.getmail/rtreply I'm not sure if I've provided enough info here for you to go on, but I'm hoping this might shed some light on what might be causing this. Thank you, Tim On Wed, Apr 18, 2012 at 9:34 AM, Ruslan Zakirov r...@bestpractical.com wrote: On Wed, Apr 18, 2012 at 17:02, Tim Dunphy bluethu...@gmail.com wrote: System: RT version 4.0.2 Apache version 2.2.3 MySQL version 5.0.77 CentOS version 5.7 Kernel version 2.6.18-194.el5 (64-bit) Hello list, I am writing to you today regarding an unusual issue we are having with our RT server. Where on occasion, if a user sends in a ticket to the system it will create multiple tickets from the one email. Example: 357 FW: FTP info Media Delivery new 12 hours ago Take 356 FW: FTP info Media Delivery new 12 hours ago Take 354 FW: FTP info Media Delivery new 12 hours ago Take 353 FW: FTP info
Re: [rt-users] RT 4.0.5 - Self-service default ordering
On Wed, Apr 18, 2012 at 19:57, Tony Atkinson t...@dataproservices.co.uk wrote:
I've also tried altering
/html/SelfService/Elements/MyRequests
to read
@Order = ('DESC')
@OrderBy = ('Created')
Is this the wrong thing to do?
Looks right. Cleaning mason cache and restarting web server should make it work.
--
Best regards, Ruslan.
Re: [rt-users] RT and CRM functions/integration
Petr, You could set up a CF where the values you set up link to something in the CRM system. You could even set up the CRM values you want and link those to the values of the first CF and then use those values in an array in a scrip to give you some results. Kenn On Fri, Apr 13, 2012 at 12:06 AM, Petr Hanousek phano...@civ.zcu.cz wrote: Hello, this is the question that crossed also my mind few days ago. We are the company using RT and now we want to start using some CRM system. Well, not the whole one, but some sort of it, let's say addressbook on steroids. I've tried to google it and among many crap I've found this thread and some other messages from some consulting companies that it works somehow and thy provide the solution. So I wonder how is this possible. Because as far as I know about RT, it's rather the solution for solving problems and not tracking customers. On top of that, the system of dealing with users is based on email addresses which continuously changes. This is the opposite of CRM system, because there is the customer on the first place so his contact is unique and not dividet into several mail addresses. I've found some workaround here http://www.gossamer-threads.** com/lists/rt/users/48819http://www.gossamer-threads.com/lists/rt/users/48819but didn't try it yet, because I am not confident this is the right way to go. So do you someone have some experience with integrating CRM system and RT? Best regards, Petr Hanousek On 1.3.2012 11:49, Dan Shearer wrote: What do service companies based around RT do when they formalise their sales processes? I've only ever seen CRM done completely independently, but now I'm wondering if there's a better way. RT is the opposite of a CRM (the scale of the numbers and the direction of the communication are inverses) but often an IT service company wants to keep sales close to fulfillment, and fulfillment always happens through RT. At one level, RT can do very transactional, short-cycle sales just like any question-response cycle. At the other extreme, RT can't possibly map onto a contacts-driven sales system. But I'm wondering if there might be some ground in the middle, where the true CRM stuff is handled elsewhere but RT is aware of the workflow. So, who does CRM integration with RT? :-) Regards, -- Dan Shearer d...@shearer.org RT Training Sessions (http://bestpractical.com/**services/training.htmlhttp://bestpractical.com/services/training.html ) * Boston March 5 6, 2012 -- +-**--**+ Petr Hanousek e-mail: petr.hanou...@cesnet.cz MetaCentrum User Supportphone: +420 234 680 241 CESNET z.s.p.o. mobile: 606 665 139 location: Zikova 13a, Praha room: 32b Czech Republic +-**--**+
Re: [rt-users] Memory leak (RT 4.0.5)
Thanks for your response! On 04/18/2012 10:31 AM, Tim Cutts wrote: On 18 Apr 2012, at 13:07, Austin Denyer wrote: System: RT version 4.0.5 Apache version 2.2.16 PostgreSQL version 8.4.11 Debian version 6.0.4 Kernel version 2.6.24-25-xen (64-bit) I've not used the Debian packaged version - is it using mod_perl, or mod_fastcgi or mod_fcgid? It is using mod_perl. It didn't have mod_fastcgi or mod_fcgid installed. I found that using mod_fastcgi we had severe memory leak problems, so yes there does seem to be a memory leak in RT, but I don't know where. However, I mitigated the problem by switching to mod_fcgid in the Apache config, because it has useful knobs you can tweak to tell it to start new CGI processes every so often, or after a certain number of requests have been handled. Thus no individual RT server process now lives long enough for the memory leak to be a significant problem. Here's my /etc/apache2/mods-enabled/fcgid.conf: IfModule mod_fcgid.c AddHandlerfcgid-script .fcgi FcgidConnectTimeout 20 FcgidIdleTimeout 300 FcgidProcessLifetime 3600 FcgidMaxRequestsPerProcess 1000 /IfModule Cool. I've just installed mod_fcgid, made the above changes to /etc/apache2/mods-enabled/fcgid.conf and restarted Apache, though I'm not sure how to get RT to use it. Regards, Austin. -- Austin L. Denyer. I. T. Server Security Administrator. signature.asc Description: OpenPGP digital signature
Re: [rt-users] Am a little bit lost with setup of RT
The mailproblem is the one with higher priority, what i do not catch up with is: 1. How to get Postfix to work with rt-mailgate 2. Otherwise how to get fetchmail/Postfix working with rt-mailgate: oll mail.help-me-do.it protocol pop3 username gene...@example.com password noneiknowof mda /opt/rt4/bin/rt-mailgate --queue general --action correspond --url http://www.example.com; no keep poll mail.help-me-do.it protocol pop3 username general-comm...@example.com password noneiknowof mda /opt/rt4/bin/rt-mailgate --queue general --action comment --url http://www.example.com; What confuses me: 1. What do i enter at the url part? Since i can only access the RT Instance via the IP Address, i am not sure. 2. I need to enter a username in the fetchmailrc config file; and a password. Do i need to create this mailbox somewhere else or is this the mailbox itself, which is created and i can use any password i want to? I really appreciate your help. Thanks. w_e -- View this message in context: http://old.nabble.com/Am-a-little-bit-lost-with-setup-of-RT-tp33676210p33710033.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Am a little bit lost with setup of RT
Am 18.04.2012 um 21:16 schrieb who else: The mailproblem is the one with higher priority, what i do not catch up with is: 1. How to get Postfix to work with rt-mailgate http://requesttracker.wikia.com/wiki/ManualEmailConfig ? 2. Otherwise how to get fetchmail/Postfix working with rt-mailgate: oll mail.help-me-do.it protocol pop3 username gene...@example.com password noneiknowof mda /opt/rt4/bin/rt-mailgate --queue general --action correspond --url http://www.example.com; no keep poll mail.help-me-do.it protocol pop3 username general-comm...@example.com password noneiknowof mda /opt/rt4/bin/rt-mailgate --queue general --action comment --url http://www.example.com; What confuses me: 1. What do i enter at the url part? Since i can only access the RT Instance via the IP Address, i am not sure. The URL is the URL of your RT-install. That includes the TCP-ports. IP or DNS-name is irrelevant. 2. I need to enter a username in the fetchmailrc config file; and a password. Do i need to create this mailbox somewhere else or is this the mailbox itself, which is created and i can use any password i want to? I really appreciate your help. Thanks. w_e You can run fetchmail on the shell with more verbose output and see how it works. Where is your mail hosted? I assume, you don't run RT on your mailserver, right? The mailboxes (you need two) are on your mailserver. The mailserver is the server that is recorded in your MX record. If you had told us your real domain, we could look it up and tell you its IP-address I would really suggest you ask BestPractical or someone else for an onsite install. Rainer
Re: [rt-users] Memory leak (RT 4.0.5)
On 18 Apr 2012, at 18:46, Austin Denyer wrote: Cool. I've just installed mod_fcgid, made the above changes to /etc/apache2/mods-enabled/fcgid.conf and restarted Apache, though I'm not sure how to get RT to use it. The docs supplied with RT give you the right runes to put in your apache configuration. It also depends on whether the debian-supplied RT was configured with fastcgi support or not. Dominic will be able to tell us... Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE.
Re: [rt-users] sending an email to owner when ticket is nearly due
On 04/12/2012 08:20 PM, Jeff Fearn wrote: This looks like a good start http://requesttracker.wikia.com/wiki/DueDateRemindersByEmail It appears to be written for RT3, but my tests with RT4 were successful. Thanks! -- Florin Andrei http://florin.myip.org/
Re: [rt-users] Am a little bit lost with setup of RT
Rainer Duffner wrote: Where is your mail hosted? I assume, you don't run RT on your mailserver, right? The mailboxes (you need two) are on your mailserver. The mailserver is the server that is recorded in your MX record. If you had told us your real domain, we could look it up and tell you its IP-address I would really suggest you ask BestPractical or someone else for an onsite install. Rainer Hi Rainer, RT is running on the same machine as the mailserver. While RT should be on the domain example.com; the mailserver is on the subdomain mail.example.com; both point to the same IP. I have had it up and running end of last year, but my provider closed down unexpectedly and i am missing my install docs, unfortunately, otherwise i wouldn't have needed to ask questions here... I am wondering if i am missing something obvious; like some package or so. That's why i was asking for a current install doc, to be able to compare, where i might have made a mistake. The ManualEmailConfig says: The mail gateway requires the web UI to be set up and functional. Well, i cannot login by using: http://example.com but with http://ip address I will setup everything one more time. :-( Best -- View this message in context: http://old.nabble.com/Am-a-little-bit-lost-with-setup-of-RT-tp33676210p33712078.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Am a little bit lost with setup of RT
PS: Perhaps i made a mistake in the first place. Since i want RT to respond to http://www.example.com and the mailserver is mail.example.com, what would be acceptable as hostname? www.example.com ? Should i configure postfix with IP or with mail.example.com? Emails are being sent, but the replies are hanging around until they come backwith a timeout. Besides all the fixdeps; Postfix, Apache2, optional fetchmail, MySQL, am i missing something else? Do i need fetchmail or is it fine just to run postfix? I added this lines to aliases and executed newaliases, of course. rt: |/opt/rt4/bin/rt-mailgate --queue general --action correspond --url http://example.com; rt-comment: |/opt/rt4/bin/rt-mailgate --queue general --action comment --url http://example.com; But no emails keep coming in, whether i run fetchmail and postfix or just postfix alone. sigh w_e -- View this message in context: http://old.nabble.com/Am-a-little-bit-lost-with-setup-of-RT-tp33676210p33712147.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
