[rt-users] Ticket_Overlay/Attachment_Overlay->Import for 4.x?
Has anyone tried to port the 'Import' methods in the old 3.x Ticket_Overlay.pm, and Attachment_Overlay.pm to RT 4.x? (4.2.x here). I understand the new way to do overlays are to use Ticket_Local.pm or Attachment_Local.pm file names. I'm going to try copying over the methods and dependent methods. I'm just curious if anyone has tried to do this before. I'm trying to use an export/import script that uses those methods. There's also Create methods in the _Overlay.pm that is a bit concerning as it appears to overlay the ones in Ticket.pm/Attachment.pm. I'm currently in a development environment and will likely only use it temporarily when doing the import so it doesn't need to work with a running web RT. Thanks for your time, Curtis - RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany March 14 & 15, 2016
Re: [rt-users] Ticket_Overlay/Attachment_Overlay->Import for 4.x?
I noticed the 4.0.x code base has ->Import included in Ticket.pm and Attachment.pm. I'm going to try starting from there but I'm wondering if there's any known technical reasons why these methods may not work in rt 4.2.x Thanks again, Curtis On 2/9/2016 5:10 PM, Curtis Bruneau wrote: Has anyone tried to port the 'Import' methods in the old 3.x Ticket_Overlay.pm, and Attachment_Overlay.pm to RT 4.x? (4.2.x here). I understand the new way to do overlays are to use Ticket_Local.pm or Attachment_Local.pm file names. I'm going to try copying over the methods and dependent methods. I'm just curious if anyone has tried to do this before. I'm trying to use an export/import script that uses those methods. There's also Create methods in the _Overlay.pm that is a bit concerning as it appears to overlay the ones in Ticket.pm/Attachment.pm. I'm currently in a development environment and will likely only use it temporarily when doing the import so it doesn't need to work with a running web RT. Thanks for your time, Curtis - RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany March 14 & 15, 2016 - RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany March 14 & 15, 2016
Re: [rt-users] Page Formatting (Only Text) After Perl Update
I've encourtered this issue when you try to alias the noauth directories to bypass the mason.handler in the Apache config. If you have an Apache config line similar to below try to comment it out. Alias /NoAuth /opt/rt3/share/html/NoAuth Basically in the above situation the css isn't processed properly. It could be something else though. Curtis On 11-08-22 04:44 PM, Lake, Seth M wrote: So, I stupidly updated my debian RT box today and one of the things patched was Perl (5.10.1 - 5.12.4). Since I used CPAN originally for installing Perl modules when I setup the server it broke pretty much everything about RT. After much flipping back and forth between logs and apt-get install I resolved all of the load errors and the Apache server came up. But I still seem to be missing something. All pages will display with no formatting at all. The only graphic that shows is the | Best Practical logo, everything else is completely text without the usual formatting. There is lists and tables, but no font changes are graphics at all (100% blue links on a while background). I assume there is some Perl module I'm missing. As I said, there's no errors so it's a soft failure. The site functionality seems unaffected, just a bit harder to get around now. Any help greatly appreciated. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA --- September 26 27, 2011 * San Francisco, CA, USA --- October 18 19, 2011 * Washington DC, USA --- October 31 November 1, 2011 * Melbourne VIC, Australia --- November 28 29, 2011 * Barcelona, Spain --- November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Problem with rt-crontool and SendEmail(Re-posted because I did not register before posting it originally)
I've used the following to make it transparent, also not updating last
update.
-action-arg RecordTransaction: 0 --action-arg UpdateLastUpdated: 0
On 10-12-07 11:08 AM, imonike wrote:
Hello Kevin,
Thanks for your reply. Please how would I do it if I
wanted to avoid cluttering up history?
Regards
Imonike
Kevin Falcone-2 wrote:
On Mon, Dec 06, 2010 at 05:51:30PM -0500, Bernard McCormack wrote:
I had a problem with this as well you have to create a template with :
RT-Send-Bcc: {$Ticket-Owner}
And use the action record comment
--action RT::Action::RecordComment --template 'your template name here'
While this is preferred, it is possible to avoid the RecordComment if
you don't want it cluttering up history.
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of imonike
Sent: Monday, December 06, 2010 8:06 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Problem with rt-crontool and SendEmail(Re-posted
because I did not register before posting it originally)
Hello all,
Please I am having problems setting up rt-crontool and
using
the SendEmail action. I have created a user called rtcrontool, and in
this
user's home directory, I have set-up a shell script called rtcrontool.sh
with the following command in it:
/opt/rt3/bin/rt-crontool \
--search RT::Search::ActiveTicketsInQueue --search-arg 'nigerian
colleges'
\
--condition RT::Condition::Overdue \
--action RT::Action::SendEmail --action-arg amoham...@swglobal.com \
I haven't yet set it up as a cron job but when I run the script from the
command line this is what I get:
[crit]: Can't call method Parse on an undefined value at
/opt/rt3/bin/../lib/RT/Action/SendEmail.pm line 155.
(/opt/rt3/bin/../lib/RT.pm:377)
Can't call method Parse on an undefined value at
/opt/rt3/bin/../lib/RT/Action/SendEmail.pm line 155.
I have tried googling a solution to no avail. Please any pointers as to
how
to resolve this issue will be greatly appreciated.
Thanks
--
View this message in context:
http://old.nabble.com/Problem-with-rt-crontool-and-SendEmail%28Re-posted
-because-I-did-not-register-before-posting-it-originally%29-tp30366714p3
0366714.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Problem with rt-crontool and SendEmail(Re-posted because I did not register before posting it originally)
It would appear the action-arg is dependent on the action. I'm not sure
if they support the same features. You may need to check out the source
for them. Mine was for LinearEscalate.
On 10-12-07 11:17 AM, Curtis Bruneau wrote:
I've used the following to make it transparent, also not updating last
update.
-action-arg RecordTransaction: 0 --action-arg UpdateLastUpdated: 0
On 10-12-07 11:08 AM, imonike wrote:
Hello Kevin,
Thanks for your reply. Please how would I do it if I
wanted to avoid cluttering up history?
Regards
Imonike
Kevin Falcone-2 wrote:
On Mon, Dec 06, 2010 at 05:51:30PM -0500, Bernard McCormack wrote:
I had a problem with this as well you have to create a template
with :
RT-Send-Bcc: {$Ticket-Owner}
And use the action record comment
--action RT::Action::RecordComment --template 'your template name
here'
While this is preferred, it is possible to avoid the RecordComment if
you don't want it cluttering up history.
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of imonike
Sent: Monday, December 06, 2010 8:06 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Problem with rt-crontool and SendEmail(Re-posted
because I did not register before posting it originally)
Hello all,
Please I am having problems setting up rt-crontool and
using
the SendEmail action. I have created a user called rtcrontool, and in
this
user's home directory, I have set-up a shell script called
rtcrontool.sh
with the following command in it:
/opt/rt3/bin/rt-crontool \
--search RT::Search::ActiveTicketsInQueue --search-arg 'nigerian
colleges'
\
--condition RT::Condition::Overdue \
--action RT::Action::SendEmail --action-arg amoham...@swglobal.com \
I haven't yet set it up as a cron job but when I run the script
from the
command line this is what I get:
[crit]: Can't call method Parse on an undefined value at
/opt/rt3/bin/../lib/RT/Action/SendEmail.pm line 155.
(/opt/rt3/bin/../lib/RT.pm:377)
Can't call method Parse on an undefined value at
/opt/rt3/bin/../lib/RT/Action/SendEmail.pm line 155.
I have tried googling a solution to no avail. Please any pointers
as to
how
to resolve this issue will be greatly appreciated.
Thanks
--
View this message in context:
http://old.nabble.com/Problem-with-rt-crontool-and-SendEmail%28Re-posted
-because-I-did-not-register-before-posting-it-originally%29-tp30366714p3
0366714.html
Sent from the Request Tracker - User mailing list archive at
Nabble.com.
[rt-users] RT-Extension-Mobile Links/Dependencies
I was wondering if there was plans to convert the Links/dependent tickets to use the mobile URLs instead. I briefly checked out the code and it's using the main site's elements. It seems like it's a bit of work to convert due to a few files being used. Curtis RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] [Fwd: Re: No mail in the creation of a ticket]
You need to either set up a global scrip or single scrip to On Create Notify (type of user) with template (transaction or blank .. which ever). It can be watchers, requester, owner etc. josé fernandez wrote: Thank you for your help. In doing what I want is simply to be notified when a user create a ticket from the interface RT RT_SiteConfig.pm = ... # By default, RT doesn't notify the person who performs an update, as they # already know what they've done. If you'd like to change this behaviour, # Set $NotifyActor to 1 Set($NotifyActor, 0); == Best regards Le 28/04/2010 11:54, josé fernandez a écrit : Hello when a ticket is created via an email in RT, an email is sent automatically, but if the user creates a ticket from the interface of RT were not receiving email automatically and therefore we do not know that a ticket has been created and I do not understand why. Ideas? Thank you Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- *Marouane HIMDI* *Ingénieur RD* * * embedded folder icon KEREVAL 4, rue Hélène Boucher Z.A. Bellevue 35235 Thorigné Fouillard Tel : +33 (0)2 23 20 36 64 *http://www.kereval.com http://www.kereval.com/* */P/**Pensez à l'environnement : n'imprimez ce message et ses pièces jointes que si nécessaire !* Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Question about using an external SMTP server
You should be able to set up postfix using the parameter 'relayhost' for relaying, you can specify a different port if needed. This would allow you to still use the sendmail commands to send. This is assuming you can still receive on port 25 for MX deliveries. Otherwise you may have no choice but to set it up on your real smtp server. Chris Hall wrote: We're tightly controlling port 25 on our site here, so using the local method for sending email is a no go. I read something about installing mailgate on the smtp server here, but that has some people... nervous My boss seems to think it should be a matter of switching a line or two to set a smarthost to our smtp server to make it work. So my question is, without dropping additional software or whatnot on the smtp server... how can I use an external server for sending mail? What's the preferred and correct configuration needed? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Question about using an external SMTP server
Assuming the SMTPFrom setting isn't overriding the reply addresses specified in the queue config queue@ queue-comment@ etc. You may need to rebuild the alias hash with the newaliases command. Are you getting any bounces from your smtp? Chris Hall wrote: ahh, nevermind, I got it... Set($SMTPServer, '##'); Set($SMTPFrom , 'r...@rt.#.com'); but now, my question has evolved slightly.. email seems to be successfully sent out, but I get the email saying reply to this address if you have questions, etc... I reply to it, and nothing seems to happen. I've added the following lines to /etc/aliases rt: |/opt/rt3/bin/rt-mailgate --queue 'General' --action correspond --url http://rt.###.com; rt-comment: |/opt/rt3/bin/rt-mailgate --queue 'General' --action comment --url http://rt.##.com; (obviously w/o the # signs...) but nothing seems to happen when I reply to the email... any ideas as to why? On Tue, Apr 27, 2010 at 3:37 PM, Curtis Bruneau curt...@vianet.ca mailto:curt...@vianet.ca wrote: You should be able to set up postfix using the parameter 'relayhost' for relaying, you can specify a different port if needed. This would allow you to still use the sendmail commands to send. This is assuming you can still receive on port 25 for MX deliveries. Otherwise you may have no choice but to set it up on your real smtp server. Chris Hall wrote: We're tightly controlling port 25 on our site here, so using the local method for sending email is a no go. I read something about installing mailgate on the smtp server here, but that has some people... nervous My boss seems to think it should be a matter of switching a line or two to set a smarthost to our smtp server to make it work. So my question is, without dropping additional software or whatnot on the smtp server... how can I use an external server for sending mail? What's the preferred and correct configuration needed? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Question about using an external SMTP server
Ideally it would be on the RT server itself. The SMTP relaying and MTA are technically separate. You can do just local deliveries on the RT server which accepts port 25 smtp traffic but think of it as the final relay destination. You would also have to set up the MTA to recognize the hostname as accepted so it doesn't try to relay it back out to relayhost. I think regardless of your $SMTPServer setting if you had RT server accepting mail you may want to set up relayhost for bounces and such. For postfix in /etc/postfix/main.cf you should see the following. The my networks is to ensure that only localhost can relay through it. This should for the most part be default already assuming the server was set up with the RT hostname. myhostname = rt.domain.com alias_maps = hash:/etc/aliases mydestination = rt.domain.com, localhost mynetworks = 127.0.0.0/8 One thing to note; this is the default domain setup. If you hosted multiple email domains you'd have to look into the virtual domain settings. This is mostly likely the case on your SMTP as well so simply doing /etc/aliases may not be good enough unless your default domain is the same as the RT server. As for setting it up on your 'real' SMTP, you may be able to copy the perl script but you will most likely still require some of the perl modules from the 'make testdeps'. Then again I've never tried to do it before so I'm not really sure what dependencies it has. Chris Hall wrote: well.. none yet. I think I see where I've mis-stepped. the modifications to /etc/aliases needs to be ON the SMTP server, not the RT server, is that correct? and if so, that means I need to install the rt-mailgate on the SMTP server? If that's true, could I just copy my rt-mailgate from my bin dir on the rt server to the SMTP server, or do I really have to go through the entirety of the installation? ...lotsa questions there, sry. On Tue, Apr 27, 2010 at 3:51 PM, Curtis Bruneau curt...@vianet.ca mailto:curt...@vianet.ca wrote: Assuming the SMTPFrom setting isn't overriding the reply addresses specified in the queue config queue@ queue-comment@ etc. You may need to rebuild the alias hash with the newaliases command. Are you getting any bounces from your smtp? Chris Hall wrote: ahh, nevermind, I got it... Set($SMTPServer, '##'); Set($SMTPFrom , 'r...@rt.#.com'); but now, my question has evolved slightly.. email seems to be successfully sent out, but I get the email saying reply to this address if you have questions, etc... I reply to it, and nothing seems to happen. I've added the following lines to /etc/aliases rt: |/opt/rt3/bin/rt-mailgate --queue 'General' --action correspond --url http://rt.###.com; rt-comment: |/opt/rt3/bin/rt-mailgate --queue 'General' --action comment --url http://rt.##.com; (obviously w/o the # signs...) but nothing seems to happen when I reply to the email... any ideas as to why? On Tue, Apr 27, 2010 at 3:37 PM, Curtis Bruneau curt...@vianet.ca mailto:curt...@vianet.ca mailto:curt...@vianet.ca mailto:curt...@vianet.ca wrote: You should be able to set up postfix using the parameter 'relayhost' for relaying, you can specify a different port if needed. This would allow you to still use the sendmail commands to send. This is assuming you can still receive on port 25 for MX deliveries. Otherwise you may have no choice but to set it up on your real smtp server. Chris Hall wrote: We're tightly controlling port 25 on our site here, so using the local method for sending email is a no go. I read something about installing mailgate on the smtp server here, but that has some people... nervous My boss seems to think it should be a matter of switching a line or two to set a smarthost to our smtp server to make it work. So my question is, without dropping additional software or whatnot on the smtp server... how can I use an external server for sending mail? What's the preferred and correct configuration needed? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Tickets created with ???? In subject and header fields
I suspect it has to do with subject length in the header and encoded characters. Seems to be an exim issue. I've read a few pages describing some fixes. I'd do a search for exim rfc2047 subject Curtis Coco, Alex wrote: I am stumped here, I have emails coming in from users in Asia where the subject and from headers contain encoded characters for their local language, when the ticket is created in RT the header fields display ??? Instead of the localized character set but the bodies of these emails also contain encoded characters and display fine in the RT web interface. I’m not sure if this is the underlying mail service(exim4 on debian) is somehow munging the encoded data in the header fields or if this is happening after the mailer-gateway processes the incoming request. Any help greatly appreciated, thank you. -alex ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgrade 3.6.5-3.8.7: Duplicate entry '' for key 2
This is due to the UTF8 collation recognizing accents as being the same. The old latin collation saw them as unique. There's no real fix other then going utf8_binary but that would make everything case sensitive. Basically latin1 in mysql is CI_AS and utf8 is CI_AI. For me it was the email field that had a unique index preventing it, emails aren't suppose to have accents so you could convert them to the bare character. Curtis Howard Jones wrote: I've been doing a test migration from RT 3.6.5 to 3.8.7 on a spare VM, prior to doing it on our live server. I noticed there were a lot of db changes, and wanted to be sure that it would all be smooth, and that I knew how long it would be down. Good thing I did, because while running the schema update script produced by upgrade-mysql-schema.pl, I get: ERROR 1062 (23000): Duplicate entry '' for key 2 After breaking all the ALTER statements into single changes, the offending one is the very last one: ALTER TABLE Users MODIFY Name VARCHAR(200) CHARACTER SET utf8 NOT NULL DEFAULT ''; I have only one user with a name of ''. I have changed that to 'randomstring', and I still get this error. As I understand it, it's to do with how mysql transliterates from one character set to another. So how can I figure out which of my 35000 usernames will transliterate to an empty string? No doubt the users in question are spammers, but I still need to find them to fix them... Also, am I right to assume that it's OK to just change the Name field? It's the ID that is used elsewhere, right? Thanks, Howie ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Login password save
Has anyone ever come across an extension or made a login password saver using cookies? I'm just wondering I had a few users ask about saving their login password. Curtis ___ 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] _default_ VirtualHost overlap on port 443, the first has precedence
Each SSL site pretty much needs to be on it's own IP address, the reasoning is the cert negotiation isn't name based header as apache would. The only other way would be to have them on different ports but then you'd have to specify the port when going to the site. testwreq wreq wrote: * I have managed to get it all set up and RT running OK with named virtual host over http. However, I am having problems with getting them to work over https. When I set a virtual host name, it always serves the first listed domain. See settings below. https:firstone serves the correct folder, but https:rt serves firstone's documents my settings: VirtualHost *:443 DocumentRoot C:/Development/firstone ServerName firstone ServerAdmin webmas...@localhost ErrorLog logs/ssl/error.log TransferLog logs/ssl/access.log SSLEngine on...etc /VirtualHost VirtualHost *:443 ServerName rt.hostname.com http://rt.hostname.com DocumentRoot /data/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /data/rt3/bin/webmux.pl Location /NoAuth/images SetHandler default /Location ErrorLog logs/ssl_error_log TransferLog logs/ssl_access_log LogLevel warn Directory / SSLRequireSSL /Directory SSLEngine on SSLProtocol all -SSLv2 SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW SSLCertificateFile /etc/sslcertificate/server.crt SSLCertificateKeyFile /etc/sslcertificate/server.key /VirtualHost while restarting apache I get a warning _default_ VirtualHost overlap on port 443, the first has precedence Any suggestions??? Thanks in advance, rq * ___ 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] Wrong due date output, related to SetToMidnight ?
I've had the same issue setting due dates in a scrip, I've done the
following to somewhat accurately go back (usual DST issues apply). I
imagine there might be cleaner ways. $1 being an ISO format, I'm parsing
from the email. I hope that helps.
my $duedate = RT::Date-new($RT::SystemUser);
$duedate-Set(Format='ISO', Value=$1);
my $localdate =
$duedate-AddSeconds(((gmtime)[2]-(localtime)[2])*60*60);
# ^^ this will add the difference from gmtime.
$duedate-Set(Format='unix', Value=$localdate);
$self-TicketObj-SetDue( $duedate-ISO );
David wrote:
Hi,
I have a scrip that triggers a template in which the due date of the
ticket is displayed.
In the template, I output the due date as such:
This ticket is due in {$Ticket-Due}.
Now, this works properly unless the due date is exactly midnight (00:00:00).
I would expect to have the right due date in the ticket.. but instead,
I get 04:00:00.
After looking through the doc, I see that this could be due to
SetToMidnight which uses GMT rather than the local server time.
Is there some way to fix this ? We'd like to have tickets that are due
on midnight as we have a 24/7 operation :)
Thanks,
David
___
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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
___
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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
Re: [rt-users] Wrong due date output, related to SetToMidnight ?
Also wanted to note the would probably fail if ran near the end of the
day, you may want to specify a specific $time in gmtime($time),
localtime($time).
Curtis Bruneau wrote:
I've had the same issue setting due dates in a scrip, I've done the
following to somewhat accurately go back (usual DST issues apply). I
imagine there might be cleaner ways. $1 being an ISO format, I'm parsing
from the email. I hope that helps.
my $duedate = RT::Date-new($RT::SystemUser);
$duedate-Set(Format='ISO', Value=$1);
my $localdate =
$duedate-AddSeconds(((gmtime)[2]-(localtime)[2])*60*60);
# ^^ this will add the difference from gmtime.
$duedate-Set(Format='unix', Value=$localdate);
$self-TicketObj-SetDue( $duedate-ISO );
David wrote:
Hi,
I have a scrip that triggers a template in which the due date of the
ticket is displayed.
In the template, I output the due date as such:
This ticket is due in {$Ticket-Due}.
Now, this works properly unless the due date is exactly midnight (00:00:00).
I would expect to have the right due date in the ticket.. but instead,
I get 04:00:00.
After looking through the doc, I see that this could be due to
SetToMidnight which uses GMT rather than the local server time.
Is there some way to fix this ? We'd like to have tickets that are due
on midnight as we have a 24/7 operation :)
Thanks,
David
___
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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
___
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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
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[rt-users] Set due date from extracted field?
Does anyone know if you can set the due date based on a string/field in the e-mail/body. I'm using ExtractCustomFieldValues for custom fields, the functionality would be similar. I know this could be an issue for the queue option (due in x days), ideally it could override that if specified. I imagine I'll need a custom scrip for this. Has anyone tried to do this or has a good Scrip reference to get started? ___ 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] Set due date from extracted field?
Thanks for the reply, this could be very handy for other things as well. I was able to make a User Defined action to accomplish the same thing, it's a variant of SetTicketPropertiesViaMail using the SetDue method. It appears to be setting it in UTC though i'll have to offset this to reflect local time, the web interface seems to do this already. Curtis Kevin Falcone wrote: On Thu, Aug 06, 2009 at 12:00:01PM -0400, Curtis Bruneau wrote: Does anyone know if you can set the due date based on a string/field in the e-mail/body. I'm using ExtractCustomFieldValues for custom fields, the functionality would be similar. I know this could be an issue for the queue option (due in x days), ideally it could override that if specified. I imagine I'll need a custom scrip for this. Has anyone tried to do this or has a good Scrip reference to get started? Just use this feature from ECFVs cf-name is the name of a custom field (must be created in RT) If this field is blank, the match will be run and Postcmd will be executed, but no custom field will be updated. Use this if you need to execute other RT code based on your match. You can call SetDue on the ticket -kevin ___ 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] Segmentation Fault - RT3.8.4 - Apache2
This has been known to occur with some versions of DBD:mysql. I believe the latest versions fix this; I'm currently using 3.0008. raym...@pilotsupplies.com wrote: Hi, ubuntu 9.04 dual Xeon process, 2GB memory. New install RT 3.8.4 with imported RT 3.2.2 database and followed the README.txt and Upgrading.mysql docs. For what ever reasons, when RT has been idled for a period of some hours, more like 10 hours, when people are not accessing via website, than when I logs in and hit http://helpdesk.mydomain.com I get a blank white page and sometimes the default generic RT page. However, when I refresh it a couple time, the regular webpage loads correctly and checking at /etc/apache2/error.log indicates the following: [Thu Aug 06 07:21:43 2009] [notice] child pid 2784 exit signal Segmentation fault (11) [Thu Aug 06 07:21:43 2009] [notice] child pid 2785 exit signal Segmentation fault (11) [Thu Aug 06 07:21:43 2009] [notice] child pid 2981 exit signal Segmentation fault (11) [Thu Aug 06 07:21:43 2009] [notice] child pid 3147 exit signal Segmentation fault (11) [Thu Aug 06 07:21:43 2009] [notice] child pid 3149 exit signal Segmentation fault (11) [Thu Aug 06 07:22:20 2009] [notice] child pid 2783 exit signal Segmentation fault (11) [Thu Aug 06 07:22:21 2009] [notice] child pid 2786 exit signal Segmentation fault (11) [Thu Aug 06 07:22:24 2009] [notice] child pid 3341 exit signal Segmentation fault (11) [Thu Aug 06 07:22:24 2009] [notice] child pid 3342 exit signal Segmentation fault (11) It appears to me that RT needs a constant connection or something to keep it alive. When someone is logged into the website and have the site refresh every 2 minutes segmentation fault does not occurs. I have research and played with different settings on httpd.conf, removed ufw (ubuntu firewall), removed PHP5, removed apparmor (ubuntu selinux) and no resolution. RT 3.8.4 is the only website this box is hosting and it has a single static IP and DNS setup correctly. http://helpdesk.mydomain.com Does anyone know what could be causing this? or seen this occurance ? ideas? Any suggestions would be appreciated! my latest httpd.conf : Timeout 300 KeepAlive On MaxKeepAliveRequests 100 KeepAliveTimeout 15 MinSpareServers 5 MaxSpareServers 10 StartServers 5 MaxClients 150 MaxRequestsPerChild 1500 VirtualHost *:80 DocumentRoot /opt/rt3/share/html ServerName helpdesk.mydomain.com #ServerAlias requestss.* AddDefaultCharset UTF-8 ServerAdmin ithelpd...@mydoamin.com #optional apache logs for RT ErrorLog /opt/rt3/var/log/apache2.error TransferLog /opt/rt3/var/log/apache2.access #Alias /rt/ /opt/rt3/share/html/ Directory /opt/rt3/share/html/ Order allow,deny Allow from all /Directory #PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl PerlSetVar MasonStaticSource true PerlSetVar MasonBufferPreallocateSize 1073741824 #PerlSetVar MasonBufferPreallocateSize 4096000 PerlSetVar MasonDataCacheDefaults cache_class= MemoryCache, cache_depth = 4 PerlSetVar MasonPreloads '/Elements/*' PerlSetVar MasonCompRoot /opt/rt3 Location /NoAuth/images SetHandler default /Location Location / #AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason #PerlResponseHandler RT::Mason /Location /VirtualHost ___ 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] completely horked my rt database connection
It may have added a line to your my.cnf .. usually in /etc/mysql/my.cnf skip-innodb You will want to #comment that. There may be other settings but that will skip the innodb engine and won't initialize your database. Kimberly McKinnis wrote: Following Jesse’s suggestion to run mysqltuner, I didn’t pay close enough attention to what I was doing and ran the script as admin, which didn’t look at my rt database. I removed innoDB, as per it’s recommendation, and now my entire install is horked. I suspect that it re-created my mysql users, which is what’s causing the problem, but I can’t find where RT configures this so I can reset it. Help! ~~ 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
Re: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5)
Seems a lot like the DBD::MySQL bug that many people have had with older
versions, basically the children are segfaulting on some timeout bug.
During a refresh the parent process is reaping the child and restarting
it with a functional process, which is why it appears to take several
refreshes to get a page view. I think the last several versions have
fixed this.
Charles Kugelman wrote:
Update on this:
I’ve noticed that while this is happening, I can hit F5 (refresh) a
few times and the page will then successfully load.
Any ideas?
** **
**-CK*** *
*From:* rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] *On Behalf Of
*Charles Kugelman
*Sent:* Monday, April 06, 2009 8:33 AM
*To:* rt-users@lists.bestpractical.com
*Subject:* 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
No virus found in this incoming message.
Checked by AVG - www.avg.com
Version: 8.5.283 / Virus Database: 270.11.38/2037 - Release Date:
04/03/09 06:19:00
No virus found in this incoming message.
Checked by AVG - www.avg.com
Version: 8.5.285 / Virus Database: 270.11.42/2042 - Release Date:
04/06/09 06:22:00
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Re: [rt-users] ERROR 1062 during 3.4.5 - 3.8.2 database update
I had the same problem and it was caused by accents, since mysql has no accent sensitive collations (_as) aside from utf8_bin which is everything sensitive, I basically just removed the user (or rename) to fix the issue. Since emails generally shouldn't have them it's pretty safe to do, the old latin collations did support them to some degree. Jim Faulkner wrote: Just wanted to follow up on this. I was able to work around the Duplicate entry mysql error by modifying the ALTER TABLE command that caused the problem to be ALTER IGNORE TABLE. The IGNORE mysql extension is described on this page: http://dev.mysql.com/doc/refman/5.1/en/alter-table.html Basically it will delete any duplicate rows encountered. This is fine for my purposes, because I am confident that any duplicate rows in the Users table were caused by spam e-mails. I will be running rt-shredder and rt-validator as well to delete any spam tickets associated with those users and make sure that the RT database is OK. On Wed, 18 Feb 2009, Jim Faulkner wrote: I'm getting the ERROR 1062 (23000) at line 210: Duplicate entry '' for key 2 error when updating the database from 3.4.5 to 3.8.2. I see from this message: http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg17534.html that I have a few different choices as to how to solve this. However, I'm not a mysql expert, so I'm afraid I'll need a little more help. I've tried changing the Users table's collation to utf8_unicode_ci, however I still get the same error when updating the database. What collation should I use to prevent this error? The original collation is latin1_swedish_ci. I've also tried to find the affected rows so that I can rename the users. However, I'm not getting anywhere. The error says that the duplicate entry is '', however select * from Users where Name=''; returns zero rows. I've also tried dumping the Name column into a text file and using the uniq unix command, but it finds no duplicates. What is the best way to find duplicate entries? ___ 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] Hardware Config
Jesse Vincent wrote: I agree completely with the above, but more important to me than just RAM and processing power is the speed of disk access. He mentioned using RAID 5 in a follow-up post. That's fine, but are these IDE or 15k SCSI drives? Faster drives should always speed up database performance. At 8 gigs of RAM on a well-tuned system, most of what RT is pulling out of the database should always be cached in memory. If MySQL is going to disk on every query, the game's over and you're better off sobbing quietly into a stiff drink than getting faster disks. -j Yeah agreed, It should rarely go to disc. The iowait on my server is very low. If it is there's either missing indexes or not enough memory pool for innodb to keep it cached, you can see that with the hit rate. He can adjust that with the 'innodb_buffer_pool_size' , I've also set 'innodb_flush_log_at_trx_commit' to 0 which isn't as safe but it makes writes really fast. There are other settings also. The one area that is prone to issues is the Search due to all the fields it can search and a lot of them aren't indexed so it's doing a lot of row scans. ___ 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] Hardware Config
I'm currently running a roughly 8GB database on 2gb of ram (quad core xeon 2.4), webserver and db on the same machine. The indexes sit just over a 1GB and I have 768MB on the pool, iowait is very low and the index hit rate is high. The shredder indexes account for a large portion of it so it caches them back in at that time which is late at night. I still think you could get more out of it with some tuning. The indexes would probably help if you are doing a lot of queries against those fields though. - Original Message - From: Mathew mathew.sny...@gmail.com To: Jesse Vincent je...@bestpractical.com Cc: RT Users rt-us...@bestpractical.com Sent: Friday, January 16, 2009 7:35 PM Subject: Re: [rt-users] Hardware Config I was finally able to log into the system I'm consulting on. Using all of this discussion as a jumping off point to figure out other steps to take I've found a couple things which are clear problems. There are only 4GB RAM as opposed to the 8GB which I thought it had. This would be moot anyway as the system is 32-bit and the PAE kernel isn't in use. I found a query which gave me the database size. Turns out to be much larger than I thought: 5.7GB vs the couple of GB I assumed. Add this to the 4GB RAM and the my.cnf can't be tuned properly anyway. Kinda hard to fit 5.7GB of database into 4GB of RAM. Essentially swaps are being done and in the present config there isn't anything that can really be done about it. I've recommended that, instead of building out a separate DB server, they upgrade to RHEL 5.2 64-bit and upping the RAM. Once that is done the MySQL config can be adjusted to make use of the greater capacity eliminating at least that aspect of the problem. I made other points as well. I recommended upgrading MySQL from 5.0.27 which I recall having minor issues which have caused problems in the past. I also suggested having someone create indexes for the custom fields. Thanks for all the input folks. It's appreciated. -Mathew Jesse Vincent wrote: I don't have direct access to the my.cnf file as I'm only a consultant these days but once I'm able to get that I'll give some more info. As also mentioned, I still need to take a look at the tuning scrip Ruslan pointed me to. Start with that script. It just queries the database. It doesn't make any changes. But really, if you haven't done that yet, further discussion probably doesn't make much sense. -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ 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] how to disable fckeditor globally?
in your etc/RT_SiteConfig.pm Set($MessageBoxRichText, 0); slamp slamp wrote: is there a way to do this? i have not been able to find it. ___ 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] sendmail memory allocation.
Has anyone ever come across the following error? It seemed to have happened randomly, I had to shutdown apache since it was stuck in this state for sending mails. I'm using apache2 and fastcgi, I'm guessing something broke once and due to the constant running it affected everything else. I doubt there's anything that can be done just curious if others have seen. [crit]: rt-3.8@domain.com: Could not send mail with command `/usr/sbin/sendmail -oi -t`: couldn't e xecute program: Cannot allocate memory at /var/opt/rt3/bin/../lib/RT/Interface/Email.pm line 405. ___ 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] User_Overlay.pm line 1530 - Warning Message
That's your typical perl warning for using undef values, in a condition check or whatever. There's ways to get around them while coding by checking defined first but you can basically ignore them. Duane Hill wrote: I have a new RT v3.8.1 I'm setting up on FreeBSD 7.0. I'm seeing a number of log lines in the Apache log as: [Wed Dec 10 20:07:58 2008] [warning]: Use of uninitialized value in numeric eq (==) at /usr/local/rt3/bin/../lib/RT/User_Overlay.pm line 1530, DATA line 1662. (/usr/local/rt3/bin/../lib/RT/User_Overlay.pm:1530) The list archive didn't turn much up just doing a search on 'User_Overlay'. Nor did a Google search show anything relevant. Do I need to be concerned with the warning? So far I haven't noticed any issues. Then again, I haven't done hardly anything with the install yet. -d ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Custom Fields Issue in RT 3.6.6
I'm not sure if it's like 3.8.x but there's a checkbox to include disabled custom fields. Curtis Jonathan Jeppson wrote: All, I created a new custom field and unchecked the enable box to disable it and now I can not see the custom field in the UI. Also, I don't know if it is related to the above, but in the Ticket Search, I can no longer add custom fields to the display criteria. Any ideas? Thanks! Jon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] search case sensitiv
I'm guessing you are using utf8_bin collation, the others are case insensitive. Unfortunately non binary utf8 ones aren't accent sensitive so it lacks a bit compared to latin1 which offers both. If accents aren't a major concern you should be using like utf8_unicode_ci or utf8_general_ci or swedish .. they all have slightly different rules for sorting. Bjoern Schulz wrote: Hi RT Users. after upgrading to 3.8.1 the search for ticket content is case sensitiv. To solve this problem (for us) any hint would be appreciated. Best regards Björn System. SL5 (RHEL5) mysql 5.0.45 perl 5.8.8 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Login screen after each click
I would suggest checking the mailing list archives, I believe it's related to Apache::Session (assuming you aren't using an external auth) .. it works for me so I'm not sure the issue, also make sure you have cookies enabled. Kobus Bensch - No Sig wrote: Hi Hopefully one last issue from me. I have now sorted the EX-TEMPFAIL issue, but I have been and still am experiencing issues where with each click I am asked to login again. Thanks to EX_TEMPFAIL, this has not been important, but now I need to fix that. Any suggestions anyone please. Thanks Kobus ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] AssetTracker crashes loading asset
Sounds exactly like the issue I have, I think something is trying to get all those records, I tried to trace it but with no luck, I think it may be related to the back/next links on the ticket display page. It's checking each record for something, This is ok with small results but crashes with large sets. I really wish I could figure this one out, I get the occasional 500 and users are made aware to keep search results smaller. In my testing this affected 3.4.x 3.6.x and 3.8.x John wrote: well, just as i thought the RT slowness issue had been resolved, assettracker is now dying when loading a ticket out of a large list. example: clicking all assets enumerates a 9000 row list fine, but clicking on any element in the list will crunch for a while then die with a 500 error. smaller lists with say 1000-3000 rows are sluggish when loading an asset from the list, but succeed. [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] AssetTracker crashes loading asset
The queries would execute fine, the problem at least in my case is it tries to load the whole result set into memory causing oom-killer to go on rampage. Apache will peak out, to sort of help this situation I added a mem limit to the fastcgi handler which will basically die before things get really ugly. I'm able to see this query in the log, it has no limit clause so it really is getting everything. While doing a form of debug/trace on the apache/handler I'm also able to see it trying to load the full row times search results (table.*) into memory. This is all on a ticket display from a large search result. So unless you are loading it in memory as opposed to say a shell client output you won't run into memory problems. Best of luck with your situation, I have not been able to get any confirmation until now with you. I've produced somewhat detailed bug report but it appears to be somewhat isolated.. people with low tickets will never run into this problem. Curtis John wrote: curtis: ive played around re-executing the mysql queries related to the RT crash, and to no avail. they execute just fine. could this perhaps be a syslog issue like in RT? is there a seperate control for syslogging in AT? On Fri, 7 Nov 2008, Curtis Bruneau wrote: Date: Fri, 07 Nov 2008 10:43:48 -0500 From: Curtis Bruneau [EMAIL PROTECTED] To: John [EMAIL PROTECTED], rt-users@lists.bestpractical.com Subject: Re: [rt-users] AssetTracker crashes loading asset Sounds exactly like the issue I have, I think something is trying to get all those records, I tried to trace it but with no luck, I think it may be related to the back/next links on the ticket display page. It's checking each record for something, This is ok with small results but crashes with large sets. I really wish I could figure this one out, I get the occasional 500 and users are made aware to keep search results smaller. In my testing this affected 3.4.x 3.6.x and 3.8.x John wrote: well, just as i thought the RT slowness issue had been resolved, assettracker is now dying when loading a ticket out of a large list. example: clicking all assets enumerates a 9000 row list fine, but clicking on any element in the list will crunch for a while then die with a 500 error. smaller lists with say 1000-3000 rows are sluggish when loading an asset from the list, but succeed. [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org ___ 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 [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org ___ 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] AssetTracker crashes loading asset
While my issue is not related to asset tracker, the behavior sounds identical. It seems to be related to how RT handles search and display, the only thing I can think of is the menu on the left, It has to determine the first and last record and also next and prev, I think it's doing a full scan to figure it out.. pretty intensive operation, It would be better if it didn't have to deal with table.* and say only table.ticketid. First Prev #12345 Next Last Sorry for the confusion, could just be a coincidence. Curtis John wrote: not certain it makes much sense...ive never had this problem in rt 3.4.5 with at 1.2.3.. On Fri, 7 Nov 2008, Curtis Bruneau wrote: Date: Fri, 07 Nov 2008 12:52:04 -0500 From: Curtis Bruneau [EMAIL PROTECTED] To: John [EMAIL PROTECTED], rt-users@lists.bestpractical.com Subject: Re: [rt-users] AssetTracker crashes loading asset The queries would execute fine, the problem at least in my case is it tries to load the whole result set into memory causing oom-killer to go on rampage. Apache will peak out, to sort of help this situation I added a mem limit to the fastcgi handler which will basically die before things get really ugly. I'm able to see this query in the log, it has no limit clause so it really is getting everything. While doing a form of debug/trace on the apache/handler I'm also able to see it trying to load the full row times search results (table.*) into memory. This is all on a ticket display from a large search result. So unless you are loading it in memory as opposed to say a shell client output you won't run into memory problems. Best of luck with your situation, I have not been able to get any confirmation until now with you. I've produced somewhat detailed bug report but it appears to be somewhat isolated.. people with low tickets will never run into this problem. Curtis John wrote: curtis: ive played around re-executing the mysql queries related to the RT crash, and to no avail. they execute just fine. could this perhaps be a syslog issue like in RT? is there a seperate control for syslogging in AT? On Fri, 7 Nov 2008, Curtis Bruneau wrote: Date: Fri, 07 Nov 2008 10:43:48 -0500 From: Curtis Bruneau [EMAIL PROTECTED] To: John [EMAIL PROTECTED], rt-users@lists.bestpractical.com Subject: Re: [rt-users] AssetTracker crashes loading asset Sounds exactly like the issue I have, I think something is trying to get all those records, I tried to trace it but with no luck, I think it may be related to the back/next links on the ticket display page. It's checking each record for something, This is ok with small results but crashes with large sets. I really wish I could figure this one out, I get the occasional 500 and users are made aware to keep search results smaller. In my testing this affected 3.4.x 3.6.x and 3.8.x John wrote: well, just as i thought the RT slowness issue had been resolved, assettracker is now dying when loading a ticket out of a large list. example: clicking all assets enumerates a 9000 row list fine, but clicking on any element in the list will crunch for a while then die with a 500 error. smaller lists with say 1000-3000 rows are sluggish when loading an asset from the list, but succeed. [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org ___ 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 [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org ___ 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] AssetTracker crashes loading asset
That's around near the limit of what I can pull in. While you are probably right with it being isolated, 20 seconds does seem a little suspect. I'm curious how much memory is being used during that call. We have a lot of attachments which makes each record rather large at times. If you do end up finding a solution to your problem I'm curious to hear it. John wrote: hrm...i just pulled in a list of 47,000 RT tickets and was able to load a single ticket after a time of about 20 seconds...seemed normal. have you tried Set($LogToSyslog , 'alert'); as a solution? this seems isolated to assettracker...i think... On Fri, 7 Nov 2008, Curtis Bruneau wrote: Date: Fri, 07 Nov 2008 13:12:53 -0500 From: Curtis Bruneau [EMAIL PROTECTED] To: John [EMAIL PROTECTED], rt-users@lists.bestpractical.com Subject: Re: [rt-users] AssetTracker crashes loading asset While my issue is not related to asset tracker, the behavior sounds identical. It seems to be related to how RT handles search and display, the only thing I can think of is the menu on the left, It has to determine the first and last record and also next and prev, I think it's doing a full scan to figure it out.. pretty intensive operation, It would be better if it didn't have to deal with table.* and say only table.ticketid. First Prev #12345 Next Last Sorry for the confusion, could just be a coincidence. Curtis John wrote: not certain it makes much sense...ive never had this problem in rt 3.4.5 with at 1.2.3.. On Fri, 7 Nov 2008, Curtis Bruneau wrote: Date: Fri, 07 Nov 2008 12:52:04 -0500 From: Curtis Bruneau [EMAIL PROTECTED] To: John [EMAIL PROTECTED], rt-users@lists.bestpractical.com Subject: Re: [rt-users] AssetTracker crashes loading asset The queries would execute fine, the problem at least in my case is it tries to load the whole result set into memory causing oom-killer to go on rampage. Apache will peak out, to sort of help this situation I added a mem limit to the fastcgi handler which will basically die before things get really ugly. I'm able to see this query in the log, it has no limit clause so it really is getting everything. While doing a form of debug/trace on the apache/handler I'm also able to see it trying to load the full row times search results (table.*) into memory. This is all on a ticket display from a large search result. So unless you are loading it in memory as opposed to say a shell client output you won't run into memory problems. Best of luck with your situation, I have not been able to get any confirmation until now with you. I've produced somewhat detailed bug report but it appears to be somewhat isolated.. people with low tickets will never run into this problem. Curtis John wrote: curtis: ive played around re-executing the mysql queries related to the RT crash, and to no avail. they execute just fine. could this perhaps be a syslog issue like in RT? is there a seperate control for syslogging in AT? On Fri, 7 Nov 2008, Curtis Bruneau wrote: Date: Fri, 07 Nov 2008 10:43:48 -0500 From: Curtis Bruneau [EMAIL PROTECTED] To: John [EMAIL PROTECTED], rt-users@lists.bestpractical.com Subject: Re: [rt-users] AssetTracker crashes loading asset Sounds exactly like the issue I have, I think something is trying to get all those records, I tried to trace it but with no luck, I think it may be related to the back/next links on the ticket display page. It's checking each record for something, This is ok with small results but crashes with large sets. I really wish I could figure this one out, I get the occasional 500 and users are made aware to keep search results smaller. In my testing this affected 3.4.x 3.6.x and 3.8.x John wrote: well, just as i thought the RT slowness issue had been resolved, assettracker is now dying when loading a ticket out of a large list. example: clicking all assets enumerates a 9000 row list fine, but clicking on any element in the list will crunch for a while then die with a 500 error. smaller lists with say 1000-3000 rows are sluggish when loading an asset from the list, but succeed. [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org ___ 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 [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org [EMAIL PROTECTED] SDF Public Access UNIX System - http://sdf.lonestar.org ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com
Re: [rt-users] DBD::mysql::st execute failed: MySQL server has gone away at
Sounds like the oom-killer is getting mysql. How much memory is on your
db server? Is it configured in such a way that when the innodb pool is
full it's not running out of memory? You shouldn't really have an issue
with this unless you have a large amount of tickets. Might want to check
some of your other logs and see what's occurring. Apache/mod_perl can be
quite memory intensive at times depending how many children are setup,
it will slowly grow.
Kobus Bensch - No Sig wrote:
Hi
I am able to access the server, I am able to login, and in some cases
even able to brwose normally.
The problem I then get is that when I try to create a ticket it thinks a
bit and then gives me this error.
Due to this error the server creates massive logs, so much so that I
have to reboot the server and delete it as soon as it comes back. I
deleted a 81GB rt.log file.
Further problems, but after tghis issue has been solved is after each
page i try to click on i have to login.
Last error I sometimes just get blank pages.
Thanks for the help
Kobus
Eli Altman wrote:
Please explain in detail what problem you are experiencing. Are you having
problems installing RT and running it for the first time? Can you not
access RT at all through a browser?
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kobus Bensch
Sent: Friday, October 24, 2008 12:38 PM
To: RT Users
Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has gone
away at
Hi
Please can someone help.
Fresh install of os and rt and i get this error which ends of with the
ticket email sent but no ticket created and my RT is currently not working.
I have downloaded all the email archives and found other people with the
same error but no real solution.
Rt 3.8.1 on Centos 5.2 with php 5 perl 5.8.8 and mysql 5.0.45.
Thanks for any help
Kobus
There is a lot more to this log entry, I just could not include it all here.
HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)')
called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm
line 168
HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)')
called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm
line 825
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x2b994c2469a0)',
'Apache2::RequestRec=SCALAR(0x2b995437e480)') called at
/opt/rt3/bin/webmux.pl line 148
eval {...} called at /opt/rt3/bin/webmux.pl line 148
RT::Mason::handler('Apache2::RequestRec=SCALAR(0x2b995437e480)')
called at -e line 0
eval {...} called at -e line 0 (/usr/lib/perl5/5.8.8/Carp.pm:272)
[Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed:
MySQL server has gone away at
/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm line 67.
(/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm:67)
[Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed:
MySQL server has gone away at
/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm line 71.
(/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm:71)
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Commercial support: [EMAIL PROTECTED]
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Re: [rt-users] DBD::mysql::st execute failed: MySQL server has goneaway at
Yeah that's strange, I had a similar issue where my fastcgi segfaulted
causing a permanent error state, which causes the process to keep
cycling filling up the log/hard drive. This would only happen in low
memory situations, yours seems to be somewhat driver/software related
where it keeps trying and just fills up the log.
Kobus Bensch wrote:
No nothing in the mysql log.
I juast had to restart the server and i sent one ticket via email and
it generated a 122mb log file.
There is something really wrong here and I dont know what and why.
I had RT running on a server with i386 acrch and version 3.6.5.
I then moved it all to a new server and x64 arch and 3.8.1 and now I
get all of these errors.
[EMAIL PROTECTED] wrote:
Anything in the mysql logs ?
Sent via BlackBerry from T-Mobile
-Original Message-
From: Kobus Bensch - No Sig [EMAIL PROTECTED]
Date: Fri, 24 Oct 2008 21:01:27
To: Curtis Bruneau[EMAIL PROTECTED]
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] DBD::mysql::st execute failed: MySQL server has gone
away at
Hi
2GB on rt/db server.
I will have to look at the innodb settings, not changed these before so
will have to dig around.
Ticket volume is very low. Around 20 max a day.
I checked httpd and mysql logs and when this occur there is nothing much
going on in the logs.
Thanks for the help.
kobus
Curtis Bruneau wrote:
Sounds like the oom-killer is getting mysql. How much memory is on
your db server? Is it configured in such a way that when the innodb
pool is full it's not running out of memory? You shouldn't really have
an issue with this unless you have a large amount of tickets. Might
want to check some of your other logs and see what's occurring.
Apache/mod_perl can be quite memory intensive at times depending how
many children are setup, it will slowly grow.
Kobus Bensch - No Sig wrote:
Hi
I am able to access the server, I am able to login, and in some cases
even able to brwose normally.
The problem I then get is that when I try to create a ticket it thinks a
bit and then gives me this error.
Due to this error the server creates massive logs, so much so that I
have to reboot the server and delete it as soon as it comes back. I
deleted a 81GB rt.log file.
Further problems, but after tghis issue has been solved is after each
page i try to click on i have to login.
Last error I sometimes just get blank pages.
Thanks for the help
Kobus
Eli Altman wrote:
Please explain in detail what problem you are experiencing. Are you
having problems installing RT and running it for the first time?
Can you not access RT at all through a browser?
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Kobus
Bensch
Sent: Friday, October 24, 2008 12:38 PM
To: RT Users
Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has
gone away at
Hi
Please can someone help.
Fresh install of os and rt and i get this error which ends of with
the ticket email sent but no ticket created and my RT is currently
not working. I have downloaded all the email archives and found
other people with the same error but no real solution.
Rt 3.8.1 on Centos 5.2 with php 5 perl 5.8.8 and mysql 5.0.45.
Thanks for any help
Kobus
There is a lot more to this log entry, I just could not include it
all here.
HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)')
called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm
line 168
HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)')
called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm
line 825
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x2b994c2469a0)',
'Apache2::RequestRec=SCALAR(0x2b995437e480)') called at
/opt/rt3/bin/webmux.pl line 148
eval {...} called at /opt/rt3/bin/webmux.pl line 148
RT::Mason::handler('Apache2::RequestRec=SCALAR(0x2b995437e480)')
called at -e line 0
eval {...} called at -e line 0
(/usr/lib/perl5/5.8.8/Carp.pm:272)
[Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed:
MySQL server has gone away at
/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm line 67.
(/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm:67)
[Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed:
MySQL server has gone away at
/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm line 71.
(/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm:71)
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Re: [rt-users] Continuous 500 errors
Running out of memory perhaps? I'll occationally get these if my search results are too big and you try to display a ticket (I get some odd bug where it tries to get every result of a search into memory on a single ticket display). It's really hard to say what though.. SIGSEGV 11 CoreInvalid memory reference Curtis scollins wrote: I recently upgraded RT from 3.6.3 to 3.8.1 which went fairly smooth however after making the db changes suggested from running: perl etc/upgrade/schema.mysql-4.0-4.1.pl db user pass sql.queries RT works but I get completely random 500 errors in the RT web interface. I've set the rt log to debug mode but nothing abnormal shows there. I get this over and over in my apache error log though: [Fri Oct 10 14:30:56 2008] [error] [client *myIP*] FastCGI: incomplete headers (0 bytes) received from server /opt/rt3/bin/mason_handler.fcgi [Fri Oct 10 14:30:56 2008] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi (pid 2326) terminated due to uncaught signal '11' (Segmentation fault) [Fri Oct 10 14:30:56 2008] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi restarted (pid 2590) I've found a lot of other issues involving 500 errors but nothing matching my issue exactly. What could be causing 0 headers to be sent to mason_handler.fcgi ? And why does it only happen randomly? -steven ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] reall odd apache2 crashes with blank pages
I think it's just a bug in DBD:mysql, I had the same issue and it's a well documented problem. I can't see why SSL would have any effect, it's just a protocol not a driver. Gabriel Cadieux wrote: after disabling SSL and downgrading DBD::mysql to 4.00.5 (from the buggy 4.00.7), i am happy to announce that there have been no segfaults on our RT server since last friday. i beleive each of these options must have been partially responsible for the problem... i will wait approx. another week and then consider this issue resolved due to the changes applied. i will let you all know how it turns out. -gabe -Original Message- From: d tbsky [mailto:[EMAIL PROTECTED] Sent: Thursday, October 02, 2008 9:20 PM To: Gabriel Cadieux Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] reall odd apache2 crashes with blank pages 2008/9/30 Gabriel Cadieux [EMAIL PROTECTED]: it seems i was too quick to assume that my disabling apache's SSL functionality worked to counter this issue; the server just now crapped out AGAIN with the same symptoms: i clicked a link this morning after having a firefox window open on RT all night, and was once again greeted with a white page and a nice segfault on my tailf console... ;/ it also crashed several more times afterwards, every single time i did an F5 to try and refresh. i have just downgraded to DBD::mysql 4.00.5 (from 4.00.7), and will report once more in the next few days on the issue. good luck to all affected by this ubiquitous issue. disable ssl slow down the segfault. our rt system runs for 3 days. it segfault almost every day before. but the problem is still there. i now again wondering about mod_perl.. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] reall odd apache2 crashes with blank pages
Understood, just saying you should still be able to use SSL without issues with the fixed driver. Gabriel Cadieux wrote: yes, i understand that, but you have to take into consideration the fact that someone also mentioned disabling SSL altogether slowed their segfaults, and this is exactly what happened when i tried it as well. before i disabled SSL, i was getting several crashes per day, around 8 or so... constantly. this continued for almost a week. after disabling it, it went steady for a couple days between each segfault, for about another week, until everything finally turned out fine (so far anyways) when i downgraded DBD::mysql.. i haven't seen a segfault in logs since last friday. logic forces me to conclude the problem was not necessarely caused, but most likely exacerbated by the SSL functionality being turned on. -gabe -Original Message- From: Curtis Bruneau [mailto:[EMAIL PROTECTED] Sent: Wednesday, October 08, 2008 9:45 AM To: Gabriel Cadieux; rt-users@lists.bestpractical.com Subject: Re: [rt-users] reall odd apache2 crashes with blank pages I think it's just a bug in DBD:mysql, I had the same issue and it's a well documented problem. I can't see why SSL would have any effect, it's just a protocol not a driver. Gabriel Cadieux wrote: after disabling SSL and downgrading DBD::mysql to 4.00.5 (from the buggy 4.00.7), i am happy to announce that there have been no segfaults on our RT server since last friday. i beleive each of these options must have been partially responsible for the problem... i will wait approx. another week and then consider this issue resolved due to the changes applied. i will let you all know how it turns out. -gabe -Original Message- From: d tbsky [mailto:[EMAIL PROTECTED] Sent: Thursday, October 02, 2008 9:20 PM To: Gabriel Cadieux Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] reall odd apache2 crashes with blank pages 2008/9/30 Gabriel Cadieux [EMAIL PROTECTED]: it seems i was too quick to assume that my disabling apache's SSL functionality worked to counter this issue; the server just now crapped out AGAIN with the same symptoms: i clicked a link this morning after having a firefox window open on RT all night, and was once again greeted with a white page and a nice segfault on my tailf console... ;/ it also crashed several more times afterwards, every single time i did an F5 to try and refresh. i have just downgraded to DBD::mysql 4.00.5 (from 4.00.7), and will report once more in the next few days on the issue. good luck to all affected by this ubiquitous issue. disable ssl slow down the segfault. our rt system runs for 3 days. it segfault almost every day before. but the problem is still there. i now again wondering about mod_perl.. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Event Cal Extension?
Ah ok, I was under the impression that it was integrated into 3.8.x but it appears just the iCal aspect of it. I'll have to try it out, it looks like it was updated for 3.8.x compatibility. Emmanuel Lacour wrote: On Fri, Sep 19, 2008 at 10:26:49AM -0400, Curtis Bruneau wrote: I'm not sure if this is the right place to ask... I'm currently using RT 3.8.1 and I was wondering if there is an extension to do very basic calendering, ideally the display would be built into RT instead of relying on an external iCal. Some of our service techs want to make a basic event schedule and possibly have it link to the ticket. This could almost be accomplished with reminders (if it had times) but there is no calendar type view (day/week/month) etc. Have a look at RTx::Calendar maybe: http://search.cpan.org/dist/RTx-Calendar/ ___ 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] Event Cal Extension?
I'm not sure if this is the right place to ask... I'm currently using RT 3.8.1 and I was wondering if there is an extension to do very basic calendering, ideally the display would be built into RT instead of relying on an external iCal. Some of our service techs want to make a basic event schedule and possibly have it link to the ticket. This could almost be accomplished with reminders (if it had times) but there is no calendar type view (day/week/month) etc. Curtis ___ 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 problems with 3.8.1
For FastCGI, I changed my configuration to allow multiple processes so other requests aren't getting queued up when big queries are hitting the server. Without this setting the site was pretty slow to respond but once the request got in it was fast. I've also changed the default idle timeout to something similar to mod_perl2, the default was triggering on normal stuff, some un-indexed fields in search were causing really slow count()s.. FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 300 -processes 4 Also the recommended shared buffers would be tailored to your instance, in our case we have nearly 1GB in indexes alone so ours is set fairly high. Generally you want it high enough so it doesn't have to swap out indexes all the time. Curtis Sahlberg Mauri wrote: Hi, Just upgraded from 3.6 to 3.8.1 (via 3.8) and at the same time moved the database to it’s own server. We also removed all closed tickets from the database. The move and upgrade was done as our old installation got too slow. Unfortunately the new installation is also very slow despite the ticket removal and dedicated database server. Especially search building view and ticket view take time to open. We have: - Checked that weI have newest DBIx:search builder installed - Checked that both our database server (CentOS 5.2 final) and web server (CentOS 5.2 final) fulfill the minimum shared memory settings suggested at the wiki - Have FastCGI installed on Apache 2.2.3, standard CentOS 5.2 final binary (standard CentOS 5.2 perl 5.8.8 with make fixdeps installed modules) - Our Postgresql 8.1.11 (Centos 5.2 standard binary) has more shared_buffers and temp_buffers than suggested at the wiki - Installed pg_top and tried to isolate the query that hogs the machine Any suggestions what we could yet do to speed things up? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Can't Restart Apache2 on fresh install of Ubuntu 8.04 and RT 3.8.1
Looks like mod_perl2 isn't installed. Curtis Chris Nelson wrote: I have been running a fresh install of RT 3.8.1 on Ubuntu 8.04. I've made it successfully to the configuring of Apache2. I added this to /etc/apache2/sites-enabled/000-default #==Begin Added by CN for RT Installation Alias /rt /opt/rt3/share/html AddDefaultCharset UTF-8 # optional apache logs for RT # ErrorLog /opt/rt3/var/log/apache2.error # TransferLog /opt/rt3/var/log/apache2.access PerlRequire /opt/rt3.8/bin/webmux.pl Location /NoAuth/images SetHandler default /Location Location / SetHandler perl-script PerlResponseHandler RT::Mason /Location #==End Added by CN for RT Installation And this is the error I get: Syntax error on line 51 of /etc/apache2/sites-enabled/000-default: Invalid command 'PerlRequire', perhaps misspelled or defined by a module not included in the server configuration I changed that line to point to my install (in /opt/rt3.8/) but other than that, it's right from the readme file. FWIW, perl -v produces: This is perl, v5.8.8 built for i486-linux-gnu-thread-multi Thanks! -Chris ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Errors on installing RT 3.8.1
You can check what the server is running by using telnet on port 80. telnet localhost 80 HEAD / HTTP 1.0 It should respond with the server header and installed modules (usually). In most apache/mod_perl installs it should be working as is. The files to load it are in /etc/apache2/mods-enabled/perl.load which links to /etc/apache2/mods-available/perl.load. This is for debian based linux' so ubuntu etc.. The package which installs it is libapache2-mod-perl2. You could of course use fastcgi or whichever RT support but make sure when you install RT you specify which handler you want to use. Your config looks ok at first glance though. Chris Nelson wrote: I am right with you. It's like there is a missing step somewhere. Have you found anything? On Thu, Sep 11, 2008 at 12:04 PM, calvin chiang [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Hi All, ubuntu server 7.10 apache 2.2.4 RT 3.8.1 perl v5.8.8 this is my first posting, so let me know if i've done anything against protocol. Ok, so i've had an installation of RT3.6 (from source - i didnt know it was in repository) running for about 3 weeks now, no worries. And i saw that i'd missed the upgrades provided with v3.8, so i've attempted to install this on a virtual machine for deployment in a virtual environment. the install for RT3.8.1 though seems much harder/messier. everything went well, following from the readme in the .tar.gz package, until i got to the Web Installation section. Now i've been using linux now for 6months, and apache virtual hosts do my head in. i didnt find the instructions in the readme particularly clear either... so.. in my ..apache2/sites-available folder i've left the 'default' file, and added another one for the RT site called example.com.conf (historical reasons) and dumped in the config listed in the readme (see bottom of this post). then i a2ensite'd it and restarted apache result? error 500 when i browse to the site (using lynx on the local machine, I've also set a mapping from example.com http://example.com to 127.0.0.1 http://127.0.0.1 in /etc/hosts) now, if i comment out the bit in the virtual hosts file that says: Location / SetHandler perl-script PerlResponseHandler RT::Mason /Location then when i go to the site with lynx, i get the RT webdir, but with the warning message saying i havent installed lib_perl/fastcgi etc so i guess i'm missing either one of the perl modules... though i'm sure i got all of them when i did the make test during the install STUFF I'VE TRIED * i've tried updating mod_perl to the latest version http://search.cpan.org/%7Epgollucci/mod_perl-2.0.3/ , but i couldnt get this to run because it was looking for something in httpd.conf instead of apache2.conf (where ubuntu puts all the conf stuff) * i've tried removing the all the info from the 'default' file from ../apache2/sites-available and replacing it with the config from the README as per this post http://www.gossamer-threads.com/lists/rt/users/0?page=last (and removing the example.conf entry) * i've tried reinstalling HTML::Mason from CPAN so yeah.. would appreciate any help on this one.. as i'm way out of my depths.. Cheers, ps here's the config i've been using from the README file: mod_perl 2.xx - WARNING: mod_perl 1.99_xx is not supported. Add a few lines to your Apache 2.xx configuration file, so that it knows where to find RT: VirtualHost example.com http://example.com ServerName supportrt.ourdomain.com http://supportrt.ourdomain.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # optional apache logs for RT # ErrorLog /opt/rt3/var/log/apache2.error # TransferLog /opt/rt3/var/log/apache2.access PerlRequire /opt/rt3/bin/webmux.pl Location /NoAuth/images SetHandler default /Location Location / SetHandler perl-script PerlResponseHandler RT::Mason /Location /VirtualHost -- Calvin Chiang Network Admin Utilyx 1st Floor, 55 North Wharf Road Paddington London, W2 1LA Tel: 020 7087 8673 www.utilyx.com http://www.utilyx.com __ Utilyx is the trading name of Utilyx Limited and Utilyx Risk Management Limited (URML). URML is authorised and regulated by the Financial Services Authority (FSA). This message contains information that may be privileged or confidential and is the property of Utilyx. It is intended only for the person to whom it is
Re: [rt-users] Errors on installing RT 3.8.1
Yeah something is up there, those two responses are completely different, os and apache version. So make sure the host is valid, you could probably have it in hosts.conf but it would only work from the server itself. Also note that the apache/fastcgi config is different then mod_perl2. calvin chiang wrote: Hi Curtis, thanks for the reply! ok. when i run the telnet to localhost i get this: Apache/2.2.4 (Ubuntu) PHP/5.2.3-1ubuntu6 mod_perl/2.0.2 Perl/v5.8.8 Server at SupportRT.localdomain Port 80 which looks pretty right to me. when i run telnet to example.com (which is the virtual host for my RT installation) i get this: Apache/2.2.3 (CentOS) Server at example.com Port 80 which made me wonder whether the mod_perl thingy isnt being applied to the virtual server. So just to check i dropped the configuration script into the /sites-available/default, and once again getting that 500 error. when i comment out the section Location / SetHandler perl-script PerlResponseHandler RT::Mason /Location then it loads the page that tells me that mod_perl/fastcgi hasnt been installed. same as before. so i guess it's got nothing to do with my virtual hosts then. btw i did try to install libapache2-mod-perl2 but said it was already installed. going to try with fastcgi and see how i go thanks for your help! On Fri, 2008-09-12 at 14:44 +0100, Curtis Bruneau wrote: You can check what the server is running by using telnet on port 80. telnet localhost 80 HEAD / HTTP 1.0 It should respond with the server header and installed modules (usually). In most apache/mod_perl installs it should be working as is. The files to load it are in /etc/apache2/mods-enabled/perl.load which links to /etc/apache2/mods-available/perl.load. This is for debian based linux' so ubuntu etc.. The package which installs it is libapache2-mod-perl2. You could of course use fastcgi or whichever RT support but make sure when you install RT you specify which handler you want to use. Your config looks ok at first glance though. Chris Nelson wrote: I am right with you. It's like there is a missing step somewhere. Have you found anything? On Thu, Sep 11, 2008 at 12:04 PM, calvin chiang [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Hi All, ubuntu server 7.10 apache 2.2.4 RT 3.8.1 perl v5.8.8 this is my first posting, so let me know if i've done anything against protocol. Ok, so i've had an installation of RT3.6 (from source - i didnt know it was in repository) running for about 3 weeks now, no worries. And i saw that i'd missed the upgrades provided with v3.8, so i've attempted to install this on a virtual machine for deployment in a virtual environment. the install for RT3.8.1 though seems much harder/messier. everything went well, following from the readme in the .tar.gz package, until i got to the Web Installation section. Now i've been using linux now for 6months, and apache virtual hosts do my head in. i didnt find the instructions in the readme particularly clear either... so.. in my ..apache2/sites-available folder i've left the 'default' file, and added another one for the RT site called example.com.conf (historical reasons) and dumped in the config listed in the readme (see bottom of this post). then i a2ensite'd it and restarted apache result? error 500 when i browse to the site (using lynx on the local machine, I've also set a mapping from example.com http://example.com to 127.0.0.1 http://127.0.0.1 in /etc/hosts) now, if i comment out the bit in the virtual hosts file that says: Location / SetHandler perl-script PerlResponseHandler RT::Mason /Location then when i go to the site with lynx, i get the RT webdir, but with the warning message saying i havent installed lib_perl/fastcgi etc so i guess i'm missing either one of the perl modules... though i'm sure i got all of them when i did the make test during the install STUFF I'VE TRIED * i've tried updating mod_perl to the latest version http://search.cpan.org/%7Epgollucci/mod_perl-2.0.3/ , but i couldnt get this to run because it was looking for something in httpd.conf instead of apache2.conf (where ubuntu puts all the conf stuff) * i've tried removing the all the info from the 'default' file from ../apache2/sites-available and replacing it with the config from the README as per this post http://www.gossamer-threads.com/lists/rt/users/0?page=last (and removing the example.conf entry) * i've tried reinstalling HTML::Mason from CPAN so yeah.. would appreciate any help on this one.. as i'm way out of my depths
Re: [rt-users] [Rt-devel] Customized logo top left corner
copy /opt/rt3/share/html/NoAuth/css/web2/layout.css to
/opt/rt3/local/html/NoAuth/css/web2 (assuming you are using the web2
layout)..
modify the div#logo area and remove the display: none; you may have to
force the display, not sure exactly I haven't tried changing it.
div#logo a {
display: none;
position: absolute;
left: 0;
bottom: 0;
}
Hope that helps.
Curtis
J-P wrote:
Hi,
A (small) difference between the 3.6 and 3.8 interface is that there is no
logo on the top left corner (beside $rtname). It was moved to the footer
bottom right instead.
However, we'd really like to customize the interface to see our logo top
left. However, I'm unable to make that work! The code seems already there in
rt3/share/html/Elements/Logo for the Best Practical logo to appear, but I
don't see it.
I'm not an HTML/CSS expert but can find my way. Help or pointer on how we
could accomplish this would be very appreciated.
Thank you very much,
J-P
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Re: [rt-users] Issues on RT 3.8.1
Basically you need to make a database called 'test' which is somewhat standard for mysql installations, these scripts will run a series of tests like creating tables and trying different kinds of queries, it wouldn't be a good idea to try it on a production database. Make sure the user has rights to the database. Curtis rmp dmd wrote: Hi, Just want to follow-up on this. when I run #perl Makefile.PL --testuser=root --testpassword= #make #make test its getting error all skipped: ERROR: Unknown database 'test' Can't continue test t/20createdrop..skipped when I run #perl Makefile.PL --testuser=root --testpassword= --testdb=rt3 #make #make test it will just stay on t/75supported_sql...ok t/76multi_statement.ok 1/24 I waited for couple of hours but nothing is hapeening. I also tried changing the testdb to other databases. Please help on how to proceed. Thanks! Roehl On Fri, Aug 29, 2008 at 3:22 PM, rmp dmd [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Thank you very much. Does this process take times? I run #perl Makefile.PL --testuser=root --testpassword= --testdb=rt3 #make #make test and its been on t/75supported_sql...ok t/76multi_statement.ok 1/24 for quite a while - Roehl On Fri, Aug 29, 2008 at 2:50 PM, Ruslan Zakirov [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: On Fri, Aug 29, 2008 at 10:46 PM, rmp dmd [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: It seems that it creating new ~/.cpan/build/DBD-mysql-version everytime install DBD::mysql is run. The changes on Makefile.PL is overwritten. Any other way? cd ~/.cpan/build/DBD-mysql-version perl Makefile.PL ... make make test make install On Thu, Aug 28, 2008 at 11:56 AM, David Svejda [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: rmp dmd wrote: Hi, Im getting errors when I run 'install DBD::mysql'. Is there a way to put password when runinng 'install DBD::mysql'. Basically put this mysql -uroot -p t/10connect.skipped all skipped: ERROR: Access denied for user 'root'@'localhost' mailto:'root'@'localhost' (using password: NO) Can't continue test t/20createdrop..skipped all skipped: ERROR: Access denied for user 'root'@'localhost' mailto:'root'@'localhost' (using password: NO). Can't continue test Thanks! Make some changes in your Makefile. Look into the Makefile.PL and find --testuser, you'll see the other options. Go to your cpan directory (typically ~/.cpan/build/DBD-mysql-version etc./ and run: perl Makefile.PL --testuser=username --testpassword=pwd then try to install it again. David ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com http://wiki.bestpractical.com/ Commercial support: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com http://rtbook.bestpractical.com/ -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ 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] (no subject)
Basically looks like you need a VirtualHost entry with your outside IP address. Since the default site is using a wildcard you can't on your secondary site, You could remove default and have the following with ServerName blah ServerAlias blah2 etc .. something along these lines .. but basically your apache is misconfigured not RT. NameVirtualHost * VirtualHost * ServerName localhost ServerAlias outsidehost DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlRequire /opt/rt3/bin/webmux.pl Location /NoAuth/images SetHandler default /Location Location /rt SetHandler perl-script PerlResponseHandler RT::Mason /Location /VirtualHost or VirtualHost 127.0.0.1:80 ServerName localhost DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlRequire /opt/rt3/bin/webmux.pl Location /NoAuth/images SetHandler default /Location Location /rt SetHandler perl-script PerlResponseHandler RT::Mason /Location /VirtualHost VirtualHost 192.168.1.10:80 ServerName private DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlRequire /opt/rt3/bin/webmux.pl Location /NoAuth/images SetHandler default /Location Location /rt SetHandler perl-script PerlResponseHandler RT::Mason /Location /VirtualHost Nick Price wrote: Hi I'm still having a few problems with the web interface of rt-3.8.1 on a new install of fedora 9 including all the latest updates In firefox on the localhost RT will run as follows _http://localhost_ http://localhost/ or _http://localhost/rt_ both take me to RT login page but I only see the page in text format On a remote PC if I try to connect to RT _http://myIPaddress_ http://myipaddress/ I get the default apache welcome page when I try _http://myIPaddress/rt_ http://myipaddress/rt I get 404 webpage could not be found The Fedora server will also be running mrtg as the main page (_http://myIPaddress_ http://myipaddress/) so I need RT to run as _http://myIPaddress/rt_ http://myipaddress/rt it doesn't matter what i seem to add it just flips between text and full mode in both root and myIPaddress/rt I need it to run only as http://myIPaddress/rt Please any ideas This is the config i'm running with now /ect/httpd/conf.d/rt3.conf NameVirtualHost localhost VirtualHost localhost ServerAdmin [EMAIL PROTECTED] ServerName localhost DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlRequire /opt/rt3/bin/webmux.pl Location /NoAuth/images SetHandler default /Location Location /rt SetHandler perl-script PerlResponseHandler RT::Mason /Location /VirtualHost and RT_SiteConfig.pm Set( $rtname, 'myDomain.coml'); #Set(@Plugins,(qw(Extension::QuickDelete))); Set( $WebDomain, 'localhost'); Set( $WebPath, '/rt'); Get thousands of games on your PC, your mobile phone, and the web with Windows®. Game with Windows http://clk.atdmt.com/MRT/go/108588800/direct/01/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] No permission notify
That's how my private queues are set up, but that doesn't prevent spammers from trying every possible email address on my server, when they do find a private one they get this return email. Perhaps I misunderstood .. is there a spot to change that behavior for everyone and unprivileged? Curtis Kenneth Crocker wrote: Curtis, Try removing those permissions from EVERYONE and UNPRIVILEGED to PRIVILEGED only. Hope this helps. Kenn LBNL On 8/20/2008 10:48 AM, Curtis Bruneau wrote: Is there any way to not notify the sender when they don't have permission? I don't mind the root@ notification but spammers just hammer all our queues and the closed ones don't have a spam filter on it .. so it causes tons of backscatter (spoofed sender returns spam). All our public queues are controlled mostly through web forms and other apps, so there's no reason to notify anyone about permissions in these cases for us. If there's any reason why this would be a bad idea I wouldn't mind hearing too. -- /RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email ([EMAIL PROTECTED]). You might need to grant 'Everyone' the right 'CreateTicket' for the queue queue::blah. -- /Thanks Curtis ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] No permission notify
Yeah I'm talking about backscatter, when someone sends spam as a spoofed user and the smtp server bounces that spam back to the spoofed address, effectively relaying spam for them. Postfix does recipient lists so the majority won't bounce for email addresses not in my /etc/aliases, I have procmail and spamassassin on the entry of my public queue/emails so spam is not getting in, but it will bounce back (the RT response) when there's no permission on a private queue. It's not a major problem I was just curious if those no permission replies can be disabled. Or at least don't attach the original message to the response. Curtis. Kenneth Crocker wrote: Curtis, We don't get spam so my answer won't work for you. We have set up our RT so that no spam gets in. That way, RT can automatically create ( grant 'privileged' to) users that pass authentication and all email users get automatically created as 'unprivileged' users. That's what we do and it works fine. Kenn LBNL On 8/21/2008 7:04 AM, Curtis Bruneau wrote: That's how my private queues are set up, but that doesn't prevent spammers from trying every possible email address on my server, when they do find a private one they get this return email. Perhaps I misunderstood .. is there a spot to change that behavior for everyone and unprivileged? Curtis Kenneth Crocker wrote: Curtis, Try removing those permissions from EVERYONE and UNPRIVILEGED to PRIVILEGED only. Hope this helps. Kenn LBNL On 8/20/2008 10:48 AM, Curtis Bruneau wrote: Is there any way to not notify the sender when they don't have permission? I don't mind the root@ notification but spammers just hammer all our queues and the closed ones don't have a spam filter on it .. so it causes tons of backscatter (spoofed sender returns spam). All our public queues are controlled mostly through web forms and other apps, so there's no reason to notify anyone about permissions in these cases for us. If there's any reason why this would be a bad idea I wouldn't mind hearing too. -- /RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email ([EMAIL PROTECTED]). You might need to grant 'Everyone' the right 'CreateTicket' for the queue queue::blah. -- /Thanks Curtis ___ 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 ___ 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] No permission notify
Yeah I'm talking about backscatter, when someone sends spam as a spoofed user and the smtp server bounces that spam back to the spoofed address, effectively relaying spam for them. Postfix does recipient lists so the majority won't bounce for email addresses not in my /etc/aliases, I have procmail and spamassassin on the entry of my public queue/emails so spam is not getting in, but it will bounce back (the RT response) when there's no permission on a private queue. It's not a major problem I was just curious if those no permission replies can be disabled. Or at least don't attach the original message to the response. Curtis. Kenneth Crocker wrote: Curtis, We don't get spam so my answer won't work for you. We have set up our RT so that no spam gets in. That way, RT can automatically create ( grant 'privileged' to) users that pass authentication and all email users get automatically created as 'unprivileged' users. That's what we do and it works fine. Kenn LBNL On 8/21/2008 7:04 AM, Curtis Bruneau wrote: That's how my private queues are set up, but that doesn't prevent spammers from trying every possible email address on my server, when they do find a private one they get this return email. Perhaps I misunderstood .. is there a spot to change that behavior for everyone and unprivileged? Curtis Kenneth Crocker wrote: Curtis, Try removing those permissions from EVERYONE and UNPRIVILEGED to PRIVILEGED only. Hope this helps. Kenn LBNL On 8/20/2008 10:48 AM, Curtis Bruneau wrote: Is there any way to not notify the sender when they don't have permission? I don't mind the root@ notification but spammers just hammer all our queues and the closed ones don't have a spam filter on it .. so it causes tons of backscatter (spoofed sender returns spam). All our public queues are controlled mostly through web forms and other apps, so there's no reason to notify anyone about permissions in these cases for us. If there's any reason why this would be a bad idea I wouldn't mind hearing too. -- /RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email ([EMAIL PROTECTED]). You might need to grant 'Everyone' the right 'CreateTicket' for the queue queue::blah. -- /Thanks Curtis ___ 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 ___ 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] No permission notify
Is there any way to not notify the sender when they don't have permission? I don't mind the root@ notification but spammers just hammer all our queues and the closed ones don't have a spam filter on it .. so it causes tons of backscatter (spoofed sender returns spam). All our public queues are controlled mostly through web forms and other apps, so there's no reason to notify anyone about permissions in these cases for us. If there's any reason why this would be a bad idea I wouldn't mind hearing too. -- /RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email ([EMAIL PROTECTED]). You might need to grant 'Everyone' the right 'CreateTicket' for the queue queue::blah. -- /Thanks Curtis ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rt-shredder cli
Alfred M. Szmidt wrote: Hi! How on earth does one use the rt-shredder utility? There is an example: | rt-shredder --plugin 'Tickets=status,deleted;queue,general' But according to `rt-shredder --plugin help-Tickets', queue, status have been dropped infavour of queue: | Arguments `queue', `status' and `updated_before' have been dropped as | you can easy make the same search with the `query' option. See examples | above. Cheers, Alfred. ___ 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 It's almost the same, query, (sql).. here's an example of my Spam Queue with a date limit, record limit still works the same. I agree there should be a bit more explanation, I had to look at the source to get a better idea. rt-shredder --plugin Tickets=query,Queue = 'Spam' AND LastUpdated '$SDATE';limit,$SLIMIT --sqldump $ARCHIVEPATH/spam-$DATE.sql --force Curtis ___ 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] Default status' for queue lists.
In the Quick Search queue listing on RT at a Glance is there a way to change the default status' that is searched? It individually shows new/open/stalled and the queue link itself has all three.. I would like to exclude stalled from the main link. I know I could achieve this editing files but just wondering if there was a configuration way. Our 3.4 excluded stalled ( i don't know if this is custom or not, I didn't originally set it up ). Curtis. ___ 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] Missing directory in configuration link.
The links in the content area are missing /CustomFields when you navigate from the top menu in Configuration Global Custom Fields. The top menu final link is ok just the ones in the content area. MENU: /Admin/Global/CustomFields/Users.html CONTENT: /Admin/Global/Users.html This appears to be a session variable issue, it only happens when you navigate through the top menu and try to click one of the final links (users, groups, queues, tickets, ticket transactions) in the main window. If you navigate through the main window it appears to be ok. I believe I have posted something similar this before but it appears to only happen in the situation described above, perhaps as a result of the fix (which was top menu links not working). ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Missing directory in configuration link.
Kevin Falcone wrote: On Aug 14, 2008, at 1:46 PM, Curtis Bruneau wrote: The links in the content area are missing /CustomFields when you navigate from the top menu in Configuration Global Custom Fields. The top menu final link is ok just the ones in the content area. MENU: /Admin/Global/CustomFields/Users.html CONTENT: /Admin/Global/Users.html You don't say what version of RT you're running, but I'm not able to replicate this on rt3.fsck.com which is 3.8.1rc4 -kevin This appears to be a session variable issue, it only happens when you navigate through the top menu and try to click one of the final links (users, groups, queues, tickets, ticket transactions) in the main window. If you navigate through the main window it appears to be ok. I believe I have posted something similar this before but it appears to only happen in the situation described above, perhaps as a result of the fix (which was top menu links not working). ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Oops sorry, rt 3.8.1rc4/fastcgi Client: Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.8.1.16) Gecko/20080702 Iceweasel/2.0.0.16 (Debian-2.0.0.16-0etch1). The links do work unless you navigate a certain way, It could only be my instance but when I click Configuration on the left then Global on top then Custom Fields on top, the links on top are ok but the ones below are missing that one directory. Curtis ___ 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] Missing directory in configuration link.
Curtis Bruneau wrote: Kevin Falcone wrote: On Aug 14, 2008, at 1:46 PM, Curtis Bruneau wrote: The links in the content area are missing /CustomFields when you navigate from the top menu in Configuration Global Custom Fields. The top menu final link is ok just the ones in the content area. MENU: /Admin/Global/CustomFields/Users.html CONTENT: /Admin/Global/Users.html You don't say what version of RT you're running, but I'm not able to replicate this on rt3.fsck.com which is 3.8.1rc4 -kevin This appears to be a session variable issue, it only happens when you navigate through the top menu and try to click one of the final links (users, groups, queues, tickets, ticket transactions) in the main window. If you navigate through the main window it appears to be ok. I believe I have posted something similar this before but it appears to only happen in the situation described above, perhaps as a result of the fix (which was top menu links not working). ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Oops sorry, rt 3.8.1rc4/fastcgi Client: Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.8.1.16) Gecko/20080702 Iceweasel/2.0.0.16 (Debian-2.0.0.16-0etch1). The links do work unless you navigate a certain way, It could only be my instance but when I click Configuration on the left then Global on top then Custom Fields on top, the links on top are ok but the ones below are missing that one directory. Curtis Ok I think I know the reason now, the links in the content area just have the File.html in the href='' but the link to the page from the top menu is /Admin/Global/CustomField and the bottom one is /Admin/Global/CustomField/index.html Basically thats how relative links work, there's no / at the end of the first url so it tries to look in .. because it thinks CustomField is a file not a Directory/. If i add a / to the end the links are ok, So the fix would probably to put the /index.html ahead of the top Custom Fields link, this is the brower behavior doing it. Sorry for the confusion. Curtis ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8 New Installation, migrating existing 3.6 database
Helmuth Ramirez wrote: Hi everyone, I just installed a fresh copy of 3.8 (new server). It is up and running. I want to use the data in my existing 3.6.3 db on it. I dumped and copied my db over to the new server, I restored it. Good so far. I now want to update it to make sure its 3.8 friendly (though I can log in and view my old tickets on it now). I was looking through the upgrade docs and archives put I can't seem to get the upgrade working properly. When I try this: rt-setup-database --dba root --prompt-for-dba-password --action upgrade I get this: In order to create or update your RT database, this script needs to connect to your mysql instance on localhost as root Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: mysql Host: localhost Name: rt3 User: rt_user DBA:root Couldn't finish 'upgrade' step. ERROR: Couldn't read dir './etc/upgrade' with upgrade data I'm sure its something small I'm overlooking (I hope). Any advice would be great. Cheers! You need to run it from your extracted source directory.. the etc/upgrade files are there. So to do that you have to specify the full path to rt-setup-database which is in your installed ./sbin dir. ex: /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade Curtis ___ 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] shrink_cgm_table
I have a quick question regarding shrink_cgm_table.pl The 'extra' records it deletes, will the system now take these into account in 3.8.x in regards to deletes/etc? Basically does shrink_cgm_table.pl only have to be ran once since RT will now take care of the extra? Also regarding shredder, is there a way to make it less verbose? It logs warnings to STDOUT and the log file, while not exactly a bad thing it makes the cron mail outs rather large. Curtis ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0
d tbsky wrote: 2008/8/8 Jean-Michel Barbet [EMAIL PROTECTED]: d tbsky wrote: hi: it is a little fix.almost the same as 3.8.0. and utf8 fix is what we need. so i don't need to tune mysql utf8 parameter. After looking at the way the mysql update procedure works, I believe it only changes the column charset and collatiin definition, *not the data*, so if some data where stored in latin1 in my previous Mysql 4.0 database, the column type will change to binary, then to utf8 and data will not be displayed correctly. yes the data are converted to utf8, so rt must treat them as utf8. but mysql default use latin1 for connection, so the data are corrupt when present in the browser. either patch rt (rt 3.8.1rc2) or force mysql client parameters to use utf8 connection and we can have utf8 from mysql to browser. I have an issue during conversion where it sees all the accents as the same (in the database with the unique key on name in Users). It should see them as distinct after conversion. Do the temp tables use it's own charset? I remember mssql use to have a similar issue where the system default could be different from the database and joins and such go all wrong.. Are the temp tables possibly not doing UTF*? I'm not 100%, to get around it before i just did a straight alter with no binary, but i think it was storing latin1 inside utf8 fields.. so now I have the original issue. ERROR 1062 (23000): Duplicate entry '[EMAIL PROTECTED]' for key 2 If I.. SELECT name FROM Users WHERE name LIKE '[EMAIL PROTECTED]'; [EMAIL PROTECTED] [EMAIL PROTECTED] I tried converting the table by removing the index before hand and it errors the same when i go to put it back. Does anyone have any insight as to why mysql sees this as the same? the client charset doesn't affect it just the display. Can other people comment on this ? by the way, can you use the new WYSIWYG editor? i still don't know where i can see the result. If I try to reply to a ticket in RT web interface, there is a tiny black triangle on top of the message box and it expands in a set of tools to get rich text, then I click save and I can send the message. that's what i want to ask. after using the editor and save,where can you see the rich text affect? i only see plain text after save. and i get plain text email. thanks for your help!! ___ 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 Thanks! Curtis. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0
Curtis Bruneau wrote: d tbsky wrote: 2008/8/8 Jean-Michel Barbet [EMAIL PROTECTED]: d tbsky wrote: hi: it is a little fix.almost the same as 3.8.0. and utf8 fix is what we need. so i don't need to tune mysql utf8 parameter. After looking at the way the mysql update procedure works, I believe it only changes the column charset and collatiin definition, *not the data*, so if some data where stored in latin1 in my previous Mysql 4.0 database, the column type will change to binary, then to utf8 and data will not be displayed correctly. yes the data are converted to utf8, so rt must treat them as utf8. but mysql default use latin1 for connection, so the data are corrupt when present in the browser. either patch rt (rt 3.8.1rc2) or force mysql client parameters to use utf8 connection and we can have utf8 from mysql to browser. I have an issue during conversion where it sees all the accents as the same (in the database with the unique key on name in Users). It should see them as distinct after conversion. Do the temp tables use it's own charset? I remember mssql use to have a similar issue where the system default could be different from the database and joins and such go all wrong.. Are the temp tables possibly not doing UTF*? I'm not 100%, to get around it before i just did a straight alter with no binary, but i think it was storing latin1 inside utf8 fields.. so now I have the original issue. ERROR 1062 (23000): Duplicate entry '[EMAIL PROTECTED]' for key 2 If I.. SELECT name FROM Users WHERE name LIKE '[EMAIL PROTECTED]'; [EMAIL PROTECTED] [EMAIL PROTECTED] I tried converting the table by removing the index before hand and it errors the same when i go to put it back. Does anyone have any insight as to why mysql sees this as the same? the client charset doesn't affect it just the display. Can other people comment on this ? by the way, can you use the new WYSIWYG editor? i still don't know where i can see the result. If I try to reply to a ticket in RT web interface, there is a tiny black triangle on top of the message box and it expands in a set of tools to get rich text, then I click save and I can send the message. that's what i want to ask. after using the editor and save,where can you see the rich text affect? i only see plain text after save. and i get plain text email. thanks for your help!! ___ 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 I looked into this a bit more, It has to do with the default collation utf8_general_ci which doesn't see accents as distinct ( i think ). http://dev.mysql.com/doc/refman/5.0/en/charset-unicode-sets.html There's obviously issues to each one as the rules change.. I also read stuff about the server collation affecting sorting also.. I'm going to try utf8_unicode_ci but it may have the same issue, I saw someone else use utf8_bin to solve the issue. I'll look into it more and post my results. Curtis ___ 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] utf8 and accents.
I need some suggestions, I have come to the conclusion that all utf8 collations don't do french properly, not like latin1 anyway. All accents are seen as the same, while binary distinct they cannot be unique indexed and sorting will recognize them as the same as well as queries using any variant character. So I'm in a bit of a bind, if I were to use RT with a case sensitive collation like utf8_bin would the application behave as expected? I know search would be much more strict and possibly confusing to the end user. My other option would be to continue to use latin1, is there any way to accomplish this using the latest code base? It's probably not configurable and I don't want to have to manage diffs for the possible changes, unless it is fairly minimal to do.. The issue in question - http://bugs.mysql.com/bug.php?id=34130 They said it's on 'todo', MSSQL handles this with ci_ai, ci_as, cs_ai and cs_as collations where the accents are either sensitive or not. Hopefully they do come around to it.. Character difference for mysql .. http://www.collation-charts.org/mysql60/ Curtis ___ 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] utf8 and accents.
Ruslan Zakirov wrote: On Sat, Aug 9, 2008 at 12:20 AM, Curtis Bruneau [EMAIL PROTECTED] wrote: I need some suggestions, I have come to the conclusion that all utf8 collations don't do french properly, not like latin1 anyway. All accents are seen as the same, while binary distinct they cannot be unique indexed and sorting will recognize them as the same as well as queries using any variant character. So I'm in a bit of a bind, if I were to use RT with a case sensitive collation like utf8_bin would the application behave as expected? I know search would be much more strict and possibly confusing to the end user. utf8_bin is good choice. You're free to use binary collation. May be utf8_general_ci collation will be better for you. Any collation is ok as long as you know how to deal with them in mysql. Ok just wondering, I'll give it a try.. I was more curious if any string type clauses would still work internally since binary collations are everything/case sensitive . I'm guessing that's all fine because I think postgres stores it's stuff as binary_cs and relies on the OS do to collations (something like that, other postgres db's around here seem to be case sensitive). My other option would be to continue to use latin1, is there any way to accomplish this using the latest code base? It's probably not configurable and I don't want to have to manage diffs for the possible changes, unless it is fairly minimal to do.. No, we wouldn't return to that as it's totally wrong and have concequences as it's actually violation of setting purpose. RT was storing UTF8 encoded data in a latin1 column, so collations worked absolutly incorrect for everything even latin1 and were close to binary. At this point I can suggest you move either binary collation or create a new one and send it to mysql team for inclusion. Understood, I wasn't liking that idea either. Oddly enough latin1_swedish_ci (the latin1 default) isn't suppose to be accent sensitive, latin1_general_ci is but my old database (mysql 4.1) seems to be indexing it and seeing them seperate. The collation isn't specified so i'm assuming swedish but it's behaving like general, perhaps the old version respected the differences. I'm basically trying to get it the same as before (perhaps if swedish was enforced before I wouldn't be in this position), regardless this isn't really an issue with RT. The issue in question - http://bugs.mysql.com/bug.php?id=34130 They said it's on 'todo', MSSQL handles this with ci_ai, ci_as, cs_ai and cs_as collations where the accents are either sensitive or not. Hopefully they do come around to it.. Character difference for mysql .. http://www.collation-charts.org/mysql60/ Curtis Thanks again for your time, i'm really excited to launch 3.8.x, compared to 3.4.x our users are loving it, especially the reporting and all that. Curtis. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT-Users Digest, Vol 53, Issue 18
Date: Thu, 07 Aug 2008 16:50:47 +0200 From: Jean-Michel Barbet [EMAIL PROTECTED] Subject: Re: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0 To: d tbsky [EMAIL PROTECTED] Cc: rt-users@lists.bestpractical.com Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=ISO-8859-1; format=flowed d tbsky wrote: hi: your upgrade procedure is like what i did, which is wrong. if you use mysql, you should run the mysql upgrade script first, then run the rt upgrade script. or you will get empty RT at glance page. Thanks very much, So, trying to follow directions posted in thread : RT at a Glance HASH ref error during upgrade from 3.4 to 3.8, I am reloading my RT 3.2.1/mysql 4.0.20 database in the new RT 3.8.0/mysql 5.0.45. to do again the upgrade procedure. If I understood well, steps are : a) save DB on old server : mysqldump -u rt_user -p xxx --single-transaction --databases rt3 dump b) reload DB on new server : mysql -u root -p dump c) launch mysql upgrade script : etc/upgrade/schema.mysql-4.0-4.1.pl d) update the schema (I suppose the best is with the following) : /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade Unfortunately the mysql upgrade script fails : [root]# perl rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl rt3 rt_user x DBD::mysql::db column_info failed: column_info doesn't support column selection at rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl line 227. DBD::mysql::db column_info failed: column_info doesn't support column selection at rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl line 227. Also, I am not sure if I have to run this mysql update script ... I do not know what is the default Mysql character set in 4.0 and I do not know how to set it in the new Mysql 5.0... The systems both have locale set to en_US.UTF-8... Thanks for advices. JM Like a previous reply mentioned, it has to do with the DBD::mysql 3.x not supporting that method.. the 4.x does work. I believe this issue is addressed in the newer release candidates. Also I would be cautious with 4.007, it apparently introduced a bug that happens to a few people where the db connections timeout causing mod_perl/fastcgi etc to seg fault on each dead connection until it reconnects them. The cause of the bug i don't know the details 100% (I think broken keep-alive or something), but I basically downgraded back to the Debian packaged 3.x for stability. I heard 4.006 doesn't have the issue though. Curtis ___ 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 Indexes
I'm just curious if the Indexes recommended by the old RTx-Shredder-0.07 documentation are still recommended, I would assume yes unless the queries have changed. I know a few were added to the default schema, but there's a couple others. I'm just wondering since the indexes can be rather large and take up quite a bit of memory if you want to cache them in the memory buffer. I'm guessing some may be redundant with MySQL 5.x's index_merge.. http://dev.mysql.com/doc/refman/5.0/en/index-merge-optimization.html CREATE INDEX SHREDDER_TXN1 ON Transactions(ReferenceType, OldReference); CREATE INDEX SHREDDER_TXN2 ON Transactions(ReferenceType, NewReference); CREATE INDEX SHREDDER_TXN3 ON Transactions(Type, OldValue); CREATE INDEX SHREDDER_TXN4 ON Transactions(Type, NewValue); ___ 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] ScripActions
I'm trying to upgrade our RT instance. I was going through the etc/initialdata and I noticed the 'Extract Subject Tag' action for lib/RT/Action/ExtractSubjectTag.pm wasn't in the upgrade scripts for ScripActions, also the related Scrip On transaction, add any tags in the transaction's subject to the ticket's subject, is this required? This is a question for anyone using the ExtractCustomFieldValues custom action that was available on the wiki. Has anyone tried it in 3.8 yet? Are there any known issues? Thanks, Curtis ___ 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] Shrink CGM Table option?
I just tried the mentioned patch, it works much nicer, it uses around 165-220mb. Curtis. Ruslan Zakirov wrote: Try attached patch. On Tue, Jul 29, 2008 at 5:50 PM, Curtis Bruneau [EMAIL PROTECTED] wrote: Is there any way to get etc/upgrade/shrink_cgm_table.pl to do it's thing in pieces? I believe we have many rows in the cgm table and it's causing perl to take up to 2gb of memory eventually causing oom to invoke killing mysql or simply just crashing before it can. Thanks for your time, Curtis ___ 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] Shrink CGM Table option?
Is there any way to get etc/upgrade/shrink_cgm_table.pl to do it's thing in pieces? I believe we have many rows in the cgm table and it's causing perl to take up to 2gb of memory eventually causing oom to invoke killing mysql or simply just crashing before it can. Thanks for your time, Curtis ___ 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] DB upgrade from 3.4.4 to 3.8.0.
I'm having an issue with the mysql 4.0 - 4.1 conversion, the script performs ok (i had to update my DBD::mysql) it generates the proper SQL, I went a step further and merged each tables ALTER into two commands (before-after) so our bigger tables didn't have to dump more then it needs to (very time consuming).. I have run into an issue with our Users table, we have several emails with french accents (é) that seem to convert properly but the UNIQUE contraint complains that é and e are the same, I had tried removing the constraint and it converts but won't let me add the index again, i had to change my client charset to view the chars properly in mysql client once converted to utf8 from latin1. Does anyone know how I can solve this? Does the server need a setting to differentiate the two in UTF8? Thanks Curtis ___ 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] DB upgrade from 3.4.4 to 3.8.0.
Curtis Bruneau wrote: I'm having an issue with the mysql 4.0 - 4.1 conversion, the script performs ok (i had to update my DBD::mysql) it generates the proper SQL, I went a step further and merged each tables ALTER into two commands (before-after) so our bigger tables didn't have to dump more then it needs to (very time consuming).. I have run into an issue with our Users table, we have several emails with french accents (é) that seem to convert properly but the UNIQUE contraint complains that é and e are the same, I had tried removing the constraint and it converts but won't let me add the index again, i had to change my client charset to view the chars properly in mysql client once converted to utf8 from latin1. Does anyone know how I can solve this? Does the server need a setting to differentiate the two in UTF8? Thanks Curtis Interesting to note for Users, when i do a direct conversion (skip the first alter) it seems to work out fine, it's able to differentiate the two chars. Also something to note we sometimes have emails show up with accents so the ascii char set for EmailAddress breaks the char where the old latin1 was fine, whether or not those chars are valid emails i'm not sure but if the user sets it as that it will be recognized. Below is an example of both conversions. I'll probably have to apply my own logic to some of these conversions to make sure they go ok, I'll be testing shortly not that the tables have somewhat converted. ##DIRECT mysql ALTER TABLE Users DEFAULT CHARACTER SET utf8; Query OK, 183991 rows affected (6.97 sec) Records: 183991 Duplicates: 0 Warnings: 0 mysql ALTER TABLE Users MODIFY WebEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY AuthSystem VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY MobilePhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY WorkPhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY PagerPhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ExternalContactInfoId VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ContactInfoSystem VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY HomePhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Address1 VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ExternalAuthId VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY NickName VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Address2 VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Timezone VARCHAR(50) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY RealName VARCHAR(120) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY City VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY EmailAddress VARCHAR(120) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY EmailEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY State VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Zip VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Organization VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Lang VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY Gecos VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Country VARCHAR(50) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Name VARCHAR(200) CHARACTER SET utf8 NOT NULL DEFAULT ''; Query OK, 183991 rows affected, 34 warnings (5.19 sec) Records: 183991 Duplicates: 0 Warnings: 0 ## BINARY CONVERT mysql ALTER TABLE Users DROP INDEX Users1; Query OK, 183991 rows affected (4.97 sec) Records: 183991 Duplicates: 0 Warnings: 0 mysql ALTER TABLE Users DEFAULT CHARACTER SET utf8; Query OK, 183991 rows affected (6.95 sec) Records: 183991 Duplicates: 0 Warnings: 0 mysql ALTER TABLE Users MODIFY WebEncoding VARBINARY(16) NULL DEFAULT NULL, MODIFY AuthSystem VARBINARY(30) NULL DEFAULT NULL, MODIFY PGPKey BLOB NULL DEFAULT NULL, MODIFY Password VARBINARY(40) NULL DEFAULT NULL, MODIFY MobilePhone VARBINARY(30) NULL DEFAULT NULL, MODIFY WorkPhone VARBINARY(30) NULL DEFAULT NULL, MODIFY PagerPhone VARBINARY(30) NULL DEFAULT NULL, MODIFY ExternalContactInfoId VARBINARY(100) NULL DEFAULT NULL, MODIFY ContactInfoSystem VARBINARY(30) NULL DEFAULT NULL, MODIFY HomePhone VARBINARY(30) NULL DEFAULT NULL, MODIFY Address1 VARBINARY(200) NULL DEFAULT NULL, MODIFY ExternalAuthId VARBINARY(100) NULL DEFAULT NULL, MODIFY Comments TEXT CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY NickName VARBINARY(16) NULL DEFAULT NULL, MODIFY Address2 VARBINARY(200) NULL DEFAULT NULL, MODIFY Timezone VARBINARY(50) NULL DEFAULT NULL, MODIFY FreeformContactInfo TEXT CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY RealName VARBINARY(120) NULL DEFAULT NULL, MODIFY City VARBINARY(100) NULL DEFAULT NULL, MODIFY EmailAddress VARBINARY(120
Re: [rt-users] DB upgrade from 3.4.4 to 3.8.0.
Curtis Bruneau wrote: Curtis Bruneau wrote: I'm having an issue with the mysql 4.0 - 4.1 conversion, the script performs ok (i had to update my DBD::mysql) it generates the proper SQL, I went a step further and merged each tables ALTER into two commands (before-after) so our bigger tables didn't have to dump more then it needs to (very time consuming).. I have run into an issue with our Users table, we have several emails with french accents (é) that seem to convert properly but the UNIQUE contraint complains that é and e are the same, I had tried removing the constraint and it converts but won't let me add the index again, i had to change my client charset to view the chars properly in mysql client once converted to utf8 from latin1. Does anyone know how I can solve this? Does the server need a setting to differentiate the two in UTF8? Thanks Curtis Interesting to note for Users, when i do a direct conversion (skip the first alter) it seems to work out fine, it's able to differentiate the two chars. Also something to note we sometimes have emails show up with accents so the ascii char set for EmailAddress breaks the char where the old latin1 was fine, whether or not those chars are valid emails i'm not sure but if the user sets it as that it will be recognized. Below is an example of both conversions. I'll probably have to apply my own logic to some of these conversions to make sure they go ok, I'll be testing shortly not that the tables have somewhat converted. ##DIRECT mysql ALTER TABLE Users DEFAULT CHARACTER SET utf8; Query OK, 183991 rows affected (6.97 sec) Records: 183991 Duplicates: 0 Warnings: 0 mysql ALTER TABLE Users MODIFY WebEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY AuthSystem VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY MobilePhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY WorkPhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY PagerPhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ExternalContactInfoId VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ContactInfoSystem VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY HomePhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Address1 VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ExternalAuthId VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY NickName VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Address2 VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Timezone VARCHAR(50) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY RealName VARCHAR(120) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY City VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY EmailAddress VARCHAR(120) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY EmailEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY State VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Zip VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Organization VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Lang VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY Gecos VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Country VARCHAR(50) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Name VARCHAR(200) CHARACTER SET utf8 NOT NULL DEFAULT ''; Query OK, 183991 rows affected, 34 warnings (5.19 sec) Records: 183991 Duplicates: 0 Warnings: 0 ## BINARY CONVERT mysql ALTER TABLE Users DROP INDEX Users1; Query OK, 183991 rows affected (4.97 sec) Records: 183991 Duplicates: 0 Warnings: 0 mysql ALTER TABLE Users DEFAULT CHARACTER SET utf8; Query OK, 183991 rows affected (6.95 sec) Records: 183991 Duplicates: 0 Warnings: 0 mysql ALTER TABLE Users MODIFY WebEncoding VARBINARY(16) NULL DEFAULT NULL, MODIFY AuthSystem VARBINARY(30) NULL DEFAULT NULL, MODIFY PGPKey BLOB NULL DEFAULT NULL, MODIFY Password VARBINARY(40) NULL DEFAULT NULL, MODIFY MobilePhone VARBINARY(30) NULL DEFAULT NULL, MODIFY WorkPhone VARBINARY(30) NULL DEFAULT NULL, MODIFY PagerPhone VARBINARY(30) NULL DEFAULT NULL, MODIFY ExternalContactInfoId VARBINARY(100) NULL DEFAULT NULL, MODIFY ContactInfoSystem VARBINARY(30) NULL DEFAULT NULL, MODIFY HomePhone VARBINARY(30) NULL DEFAULT NULL, MODIFY Address1 VARBINARY(200) NULL DEFAULT NULL, MODIFY ExternalAuthId VARBINARY(100) NULL DEFAULT NULL, MODIFY Comments TEXT CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY NickName VARBINARY(16) NULL DEFAULT NULL, MODIFY Address2 VARBINARY(200) NULL DEFAULT NULL, MODIFY Timezone VARBINARY(50) NULL DEFAULT NULL, MODIFY FreeformContactInfo TEXT CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY RealName VARBINARY(120) NULL
Re: [rt-users] Problematic Search/Display Query
Just an update, I have reinstalled the machine in attempt to solve this
problem, I am using etch packaged apache2+mod_perl2 and mysql5 and the
problem still occurs, here is a trimmed sql output from a
Ticket/Display.html?id=x, attached is the full log for that one page view.
233 Query SELECT * FROM Tickets WHERE id = '3' - The query which
gets the ticket details.
233 Query SELECT main.* FROM Tickets main WHERE (main.Status !=
'deleted') AND ( ( main.Subject LIKE '%e%' ) ) AND (main.Effecti
veId = main.id) AND (main.Type = 'ticket') ORDER BY main.id ASC - the
problem query derived from search criteria with no limit.
Anyone know what it's used for? It's a dangerous query with potentially
large results. *Can anyone confirm if this happens to them?*
I tried to use as many packages as possible that reasonably met the
version requirements, the others were done from source. make testdeps
comes back fine, I attempted to upgrade to the latest versions for
modules that could be related to the db/query. The module versions are
also attached.
Thanks
Curtis Bruneau wrote:
Greetings everyone,
We're having an issue with several versions of RT that are all fully
functional aside from one aspect of operation. The brief description
of the problem is that when you go to /Ticket/Display.html?id=id
from a search page (/Search/Build.html or /Search/Simple.html ) what
appears to be happening is the search is saved in the session (normal)
but it's getting queried on Display along with the other queries.
This appears to be an extra query of no use with a limitless result
set. This is problematic because however many records your search
returns the display will try to load all the records into the web
server potentially causing the process to run out of memory.
Packaged OS Details:
-Debian Etch - kernel 2.6.18-6-amd64 x86_64 GNU/Linux
-apache2 2.2.3-4+etch4
-libapache2-mod-perl2 2.0.2-2.4
-mysql-server-5.0 5.0.51a-3~bpo40+1)
-perl v5.8.8
From source:
-libdbix-searchbuilder-perl_1.53-1
-libmodule-versions-report-perl_1.03-2
-libtext-quoted-perl-2.05-2
RT Versions Tested and Affected: 3.6.6, 3.7.85, 3.7.86, 3.8.0rc1
'make testdeps' in each RT version: PASSED
Steps to reproduce this problem:
1) Start with a clean installation and clean database.
2) Create a few tickets in the default General queue as root.
3) Enable mysql query logging
log = /var/log/mysql/mysql.log
Note: Without query logging on the database server you may not notice
it unless your search returned thousands of records causing major
slowness.
4) Next, load the search page in your browser by adding the search
criteria and then selecting Update format and Search (
Search/Build.html with a listing of the result set of your search).
For this example I created 2 test tickets with similar subjects and
made my search the subject for the text 'e' which will match both of
my tickets. There idea here is to get a common result with multiple
records to observe the general query on the db side.
5) Select one of the result tickets (/Ticket/Display.html?id=...)
6) **BUG LOADED HERE** -- the search clause, which appears to be
stored in the session are used on the following query. The actual
query used to display the data is separate and is limited by the
Ticket ID.
Watch the query log for:
Query SELECT main.* FROM Tickets main WHERE (main.Status !=
'deleted') AND (main.Subject LIKE '%e%') AND (main.EffectiveId =
main.id) AND (main.Type = 'ticket') ORDER BY main.id ASC
As you can see the query will return as many records as it matches,
potentially thousands or more. The same issue occurs regardless of the
search criteria and will always have no limit - it's basically the
same query as select count(*) when building the search results paging
list, the displayed results also have the same but with a
limit/offset. I can not seem to figure out why this is happening, the
only reason I can think of as to why this query is needed is possibly
some sort of count but the count is missing.
This problem does not occur when you go to the link directly with no
referring URL or a non search page, it only seems to happen when a
search is saved in the session. Could someone please test this to see
if this has been overlooked as most installations wouldn't show any
symptom of the problem until there were a large enough result set to
cause system memory exhaustion. If you aren't observing this problem I
wouldn't mind knowing as well.
Thank you in advance,
080718 11:32:17 233 Query SELECT * FROM Users WHERE Name =
'RT_System'
233 Query SELECT * FROM Users WHERE Name = 'Nobody'
233 Query SELECT
GET_LOCK('Apache-Session-c1a988c47cd483e43670f2854bc0ceae', 3600)
233 Query SELECT a_session FROM sessions WHERE id =
'c1a988c47cd483e43670f2854bc0ceae'
233 Query SELECT
Re: [rt-users] Problematic Search/Display Query
To add detail to my issue it seems to only happen when clicking from a Search/Results.html link, but it doesn't appear to be referrer based because if you turn them off it still happens, which makes me think it's possibly a session variable that's triggering it? Refreshes or direct url doesn't do it either.. for example here is the query output when clicking from the search results with surrounding queries.. They may be from tickets but the behavior is the same. 233 Query SELECT ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowTicketComments') AND Principals.id = ACL.PrincipalId AND Principals.PrincipalType = 'Group' AND Principals.Disabled = 0 AND CachedGroupMembers.GroupId = ACL.PrincipalId AND CachedGroupMembers.GroupId = Principals.id AND CachedGroupMembers.MemberId = 12 AND CachedGroupMembers.Disabled = 0 AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = 3)) LIMIT 1 233 Query SELECT main.* FROM Tickets main WHERE (main.Status != 'deleted') AND ( ( main.Subject LIKE '%e%' ) ) AND (main.Effecti veId = main.id) AND (main.Type = 'ticket') ORDER BY main.id ASC 33 Query SELECT * FROM Users WHERE id = '12' And this is what happens from anywhere else, the query is missing and working as intended. 245 Query SELECT ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowTicketComments') AND Principals.id = ACL.PrincipalId AND Principals.PrincipalType = 'Group' AND Principals.Disabled = 0 AND CachedGroupMembers.GroupId = ACL.PrincipalId AND CachedGroupMembers.GroupId = Principals.id AND CachedGroupMembers.MemberId = 12 AND CachedGroupMembers.Disabled = 0 AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = 2)) LIMIT 1 245 Query SELECT * FROM Users WHERE id = '12' Does anyone have any idea how to fix this? Is this suppose to happen? Any kind of confirmation would be great. Curtis Curtis Bruneau wrote: Just an update, I have reinstalled the machine in attempt to solve this problem, I am using etch packaged apache2+mod_perl2 and mysql5 and the problem still occurs, here is a trimmed sql output from a Ticket/Display.html?id=x, attached is the full log for that one page view. 233 Query SELECT * FROM Tickets WHERE id = '3' - The query which gets the ticket details. 233 Query SELECT main.* FROM Tickets main WHERE (main.Status != 'deleted') AND ( ( main.Subject LIKE '%e%' ) ) AND (main.Effecti veId = main.id) AND (main.Type = 'ticket') ORDER BY main.id ASC - the problem query derived from search criteria with no limit. Anyone know what it's used for? It's a dangerous query with potentially large results. *Can anyone confirm if this happens to them?* I tried to use as many packages as possible that reasonably met the version requirements, the others were done from source. make testdeps comes back fine, I attempted to upgrade to the latest versions for modules that could be related to the db/query. The module versions are also attached. Thanks ___ 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] 3.8.0 Install
Is there a way to explicitly turn off the standalone server during install/compile? the previous versions didn't force it. I'm trying to stay away from the extra perl modules as I don't believe I'll be using it at all. I've tried various configure switches but it doesn't appear to be possible. If this is ignorable that would be fine too.. ./configure --with-web-handler=modperl2 --with-db-type=mysql --enable-gd STANDALONE missing dependencies: Net::Server::PreFork...MISSING HTTP::Server::Simple = 0.34...MISSING HTTP::Server::Simple::Mason = 0.09...MISSING Net::Server...MISSING Any suggestions would be great.. Curtis ___ 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] Search-Display Oddity
I'm not sure if this a common issue, from RT sites I have tried it seems to have similar symptoms. Basically this is what happens, when you do a search regardless of what criteria the Ticket/Display.html page attempts do to a limitless query based on the same criteria, effectively loading potentially thousands of rows into the web daemon's memory. This isn't very noticeable unless you have several thousand tickets, but the query.log does show the query being ran. On our system this really grinds when searching for resolved tickets that has over 200k records. The search itself is fine but the ticket display gets the whole search result in 1 shot for no apparent reason, is this suppose to be a count()? The query looks like the following, only the where clauses will change based on your search. SELECT main.* FROM Tickets main WHERE (main.Status != 'deleted') AND (main.Status = 'resolved') AND (main.EffectiveId = main.id) AND (main.Type = 'ticket') ORDER BY main.id ASC This is probably the worst case scenario for us, over 200k+ results but the pattern remains the same, unlimited results loaded into Display.html Curtis. ___ 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
