Re: [rt-users] rt4, centos, and fastcgi
mod_fastcgi and mod_fcgid require different configurations. We haven't used mod_fastcgi in quite some time, but here is our config for mod_fcgid: LoadModule fcgid_module modules/mod_fcgid.so # Use FastCGI to process .fcg .fcgi .fpl scripts # Don't do this if mod_fastcgi is present, as it will try to do the same thing IfModule !mod_fastcgi.c AddHandler fcgid-script fcg fcgi fpl /IfModule # Sane place to put sockets and shared memory file SocketPath run/mod_fcgid SharememPath run/fcgid_shm # Main instance Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ Since you have your RT instance inside a virtual host entry, your FastCgiServer directive should also be inside that virtual host entry. On Fri, Jul 1, 2011 at 10:52 AM, John Alberts john.albe...@exlibrisgroup.com wrote: Hi. I just tried to upgrade to rt4 and I'm having the hardest time getting the web server to work. For rt3, I was using webmux.pl in my apache configuration. I'm on CentOS 5.5 and using Apache 2.2.3. I installed mod_fastcgi 2.4.6 from source. I've followed the example configurations in docs/web_deployment.pod for mod_fastcgi and mod_fcgid and both give me errors. I've heard good things about mod_fastcgi, so I would prefer to get that going. Here is my mod_fastcgi apache config LoadModule fastcgi_module modules/mod_fastcgi.so #FastCgiIpcDir /tmp FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 VirtualHost mysite.com ### Optional apache logs for RT # Ensure that your log rotation scripts know about these files # ErrorLog /opt/rt4/var/log/apache2.error # TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug AddDefaultCharset UTF-8 Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/ ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ DocumentRoot /opt/rt4/share/html Location / Order allow,deny Allow from all Options +ExecCGI AddHandler fastcgi-script fcgi /Location /VirtualHost When I start apache, I get the following errors in /var/log/https/error_log [Fri Jul 01 10:30:32 2011] [error] [client x.x.x.x] (13)Permission denied: FastCGI: failed to connect to server /opt/rt4/sbin/rt-server.fcgi: connect() failed [Fri Jul 01 10:30:32 2011] [error] [client x.x.x.x] FastCGI: incomplete headers (0 bytes) received from server /opt/rt4/sbin/rt-server.fcgi [Fri Jul 01 10:30:33 2011] [crit] (13)Permission denied: FastCGI: can't create server /opt/rt4/sbin/rt-server.fcgi: bind() failed [/etc/httpd/logs/fastcgi/f758b05f8779532382e3166ad1890013] -- James Moseley 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] rt4, centos, and fastcgi
You don't need both an RT4 and a fcgid conf file. Paste exactly what I put in my previous reply (correcting for obvious path differences) into, say, a file named rt.conf and then rename your current RT-associated config files to something like rt4.conf.old and fcgid.conf.old then restart. Let's try to get it to work outside of a virtual host first then let's examine the errors. You should also set the following (or something like it) in your site config file. Set($WebPath , /rt); Set($WebBaseURL , https://actual server name); Set($WebImagesURL , $WebPath . /NoAuth/images/); Once you get this working, then you can try mucking around with a virtual host. Note, that I'm also running /opt/rt3/bin/mason_handler.fcgi vs. sbin/rt-server.fcgi. Obviously, I'm still running RT3 and I haven't read the documentation about fast CGI use under RT4. On Fri, Jul 1, 2011 at 2:08 PM, John Alberts john.albe...@exlibrisgroup.com wrote: I gave it another try using fcgid and now I have errors about running it being configured to run on the wrong port, which makes no sense. Here is the apache error log [Fri Jul 01 13:58:24 2011] [warn] module fcgid_module is already loaded, skipping [Fri Jul 01 13:58:24 2011] [notice] Digest: generating secret for digest authentication ... [Fri Jul 01 13:58:24 2011] [notice] Digest: done [Fri Jul 01 13:58:24 2011] [notice] Apache/2.2.3 (CentOS) configured -- resuming normal operations [Fri Jul 01 13:58:27 2011] [warn] mod_fcgid: stderr: [Fri Jul 1 18:58:27 2011] [warn]: The actual SERVER_PORT (80) does NOT match the configured WebPort (443). Perhaps you should Set($WebPort, 80); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1079) [Fri Jul 01 13:58:27 2011] [warn] mod_fcgid: stderr: [Fri Jul 1 18:58:27 2011] [warn]: The actual SERVER_NAME (aspdev.hosted.exlibrisgroup.com) does NOT match the configured WebDomain (helpdesk.hosted.exlibrisgroup.com). Perhaps you should Set($WebDomain, 'aspdev.hosted.exlibrisgroup.com'); in R [Fri Jul 01 13:58:31 2011] [warn] mod_fcgid: stderr: T_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1092) [Fri Jul 01 13:58:31 2011] [warn] mod_fcgid: stderr: [Fri Jul 1 18:58:27 2011] [warn]: The actual SCRIPT_NAME () does NOT match the configured WebPath (/rt4). Perhaps you should Set($WebPath, ''); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1097) [Fri Jul 01 13:59:04 2011] [notice] caught SIGTERM, shutting down [Fri Jul 01 13:59:04 2011] [notice] mod_fcgid: process /opt/rt4/sbin/rt-server.fcgi(22499) exit(shutting down), get stop signal 15 [Fri Jul 01 13:59:19 2011] [notice] Digest: generating secret for digest authentication ... [Fri Jul 01 13:59:19 2011] [notice] Digest: done [Fri Jul 01 13:59:20 2011] [notice] Apache/2.2.3 (CentOS) configured -- resuming normal operations You can see above, after I remove the rt4.conf file, apache works fine. Here is my fcgid configuration for RT. When yum installed fcgid, it created a fcgid.conf file, so I'm showing that as well. -=cat fcgid.conf # This is the Apache server configuration file for providing FastCGI support # through mod_fcgid # # Documentation is available at http://fastcgi.coremail.cn/doc.htm LoadModule fcgid_module modules/mod_fcgid.so # Use FastCGI to process .fcg .fcgi .fpl scripts # Don't do this if mod_fastcgi is present, as it will try to do the same thing IfModule !mod_fastcgi.c AddHandler fcgid-script fcg fcgi fpl /IfModule # Sane place to put sockets and shared memory file SocketPath /var/run/mod_fcgid SharememPath /var/run/mod_fcgid/fcgid_shm --- .:root@aspdev:. (/etc/httpd/conf.d) -=cat rt4.conf LoadModule fcgid_module modules/mod_fcgid.so VirtualHost helpdesk.hosted.exlibrisgroup.com ### Optional apache logs for RT # Ensure that your log rotation scripts know about these files # ErrorLog /opt/rt4/var/log/apache2.error # TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug AddDefaultCharset UTF-8 Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/ ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ DocumentRoot /opt/rt4/share/html Location /rt4 Order allow,deny Allow from all Options +ExecCGI AddHandler fcgid-script fcgi /Location /VirtualHost If I remove the rt4.conf file and restart the server, apache works fine and all of my other sites work just fine, even with ssl. -- James Moseley 610-934-7307 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] migrating from MySQL to Postgres?
Thanks for the info, Dario. On Tue, Jun 28, 2011 at 6:38 PM, Dario Landazuri da...@astro.as.utexas.eduwrote: James, Dario, I apologize for being slightly off-topic, but your original request stated you wanted to migrate from mysql to postgres to better utilize full text search. I'm sure this has been discussed in other threads, but is their an inherent limitation in mysql that prevents this (ie, you need a lot more memory, faster disk access, etc, using mysql vs. postgres) function from working efficiently (or at all)? James Moseley 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] migrating from MySQL to Postgres?
Dario, I apologize for being slightly off-topic, but your original request stated you wanted to migrate from mysql to postgres to better utilize full text search. I'm sure this has been discussed in other threads, but is their an inherent limitation in mysql that prevents this (ie, you need a lot more memory, faster disk access, etc, using mysql vs. postgres) function from working efficiently (or at all)? Thanks. On Tue, Jun 28, 2011 at 5:40 PM, Dario Landazuri da...@astro.as.utexas.eduwrote: Greetings, Some progress has been made on this front. I have made some slight edits to Edward Groenendaal's script found here: http://wiki-archive.bestpractical.com/view/MySQLToPg that Ruslan pointed out. I am now able to migrate data from my mysql database to a postgres one. I'll post that script tomorrow. -- James Moseley 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Fwd: Fw: [ Hewitt May #176] Test Ticket - #1 from yahoo mail box
On Tue, Jan 4, 2011 at 5:45 PM, Naresh Maharaj nar...@hewittandmay.comwrote: We think the problem is the following. If the last transaction was a COMMENT say COMMENT(15) You then click REPLY on COMMENT(15) This generated a CORRESPONDENCE (16) with COMMENT(15) as the history. In such cases the Requestor now gets the COMMENT(15) That's exactly how RT works by default. If a comment is made in a ticket (let's say by an employee) and then it's either REPLIED to via email (with the comment left in the email) or from within the RT interface on that specific comment, the COMMENT most surely will be included in the REPLY to the requester. If you do not want the text of the comment sent to the requester, do not include it in the email reply nor use the reply link in the specific comment within the ticket interface. If replying by email, delete the comment from the email. If replying via the RT interface, use the generic reply link at the top of ticket. -- James Moseley
Re: [rt-users] Fwd: Fw: [ Hewitt May #176] Test Ticket - #1 from yahoo mail box
On Tue, Jan 4, 2011 at 6:12 PM, Naresh Maharaj nar...@hewittandmay.comwrote: Hi James, Your explanation actually makes sense now and we simply didn't look at it from that perspective. We were simply let to believe that comments within RT would never be exposed to requestors and that under no circumstances the administrator would be allowed to copy in a comment and accidentally sending it to a requestor by clicking a reply hyperlink within RT. Perhaps in our view, the reply hyperlink shouldn't even be visibile on any comment transaction of a ticket history. But thanks for explaining as we now understand the true RT behaviour on this matter. Cc-ing the list... The 'reply' and 'forward' hyperlinks in a comment transaction are valuable in case you want to include/forward those comments to cc's, requesters, or other parties that never received the comments because they were a 'comment' transaction. Not all comments are snide, childish remarks. ;-) -- James Moseley
Re: [rt-users] File::Temp
The breaking of File::Temp and Scalar::Util after upgrading Perl on Red Hat-based systems has been discussed quite a few times over the years. With Scalar::Util, the version installed by the upgrade is up to date, but how it's compiled by the package maintainers is the issue. -- James Moseley On Dec 29, 2010, at 8:57 AM, Kurt Engle en...@4j.lane.edu wrote: Hit it right on the head. Ran the force install Scalar::Util and all is well. How did you know that this was the issue? Kurt Engle Network Engineer 4J Schools From: James Moseley jmose...@corp.xanadoo.com To: Kurt Engle en...@4j.lane.edu Cc: rt-users rt-users@lists.bestpractical.com Sent: Tuesday, December 28, 2010 5:05:35 PM Subject: Re: [rt-users] File::Temp More than likely, the upgrade broke the Scalar::Util perl module. From a CPAN prompt, do: force install Scalar::Util This should reinstall the Scalar::Util perl module over what the Redhat upgrade just installed... -- James Moseley On Tue, Dec 28, 2010 at 6:34 PM, Kurt Engle en...@4j.lane.edu wrote: I just upgraded the Red Hat system that RT 3.8.8 is running on. Upon reboot, RT would not stop and was complaining that my File::Temp was at 0.16 and needed to be at 0.18. So I upgraded to 0.22 and now RT will still not start. The error message in the httpd log is: Unknown error\nCompilation failed in require at (eval 2) line 1.\n I have loaded 0.18 and things are still down. Any ideas or any more information needed? Thanks, Kurt Engle
Re: [rt-users] File::Temp
More than likely, the upgrade broke the Scalar::Util perl module. From a CPAN prompt, do: force install Scalar::Util This should reinstall the Scalar::Util perl module over what the Redhat upgrade just installed... -- James Moseley On Tue, Dec 28, 2010 at 6:34 PM, Kurt Engle en...@4j.lane.edu wrote: I just upgraded the Red Hat system that RT 3.8.8 is running on. Upon reboot, RT would not stop and was complaining that my File::Temp was at 0.16 and needed to be at 0.18. So I upgraded to 0.22 and now RT will still not start. The error message in the httpd log is: Unknown error\nCompilation failed in require at (eval 2) line 1.\n I have loaded 0.18 and things are still down. Any ideas or any more information needed? Thanks, Kurt Engle
Re: [rt-users] Install on CentOS, best current instructions
If you can follow this thread, here some very specific instructions I typed out once upon a time: http://www.gossamer-threads.com/lists/rt/users/85040?search_string=5.3;#85040 Instead of mod-perl or Apache FastCGI, the instructions call for using mod_fcgid which is part of the standard RHEL repo. -- James Moseley On Fri, Aug 6, 2010 at 1:00 PM, Steve Szmidt sszm...@callcentersg.comwrote: Hi, With all the dependencies there are a number of pitfalls, and a number of different instructions. I bought the book, which is not completely current anymore. I don't know what might have changed. What/where are the best instructions to follow to do the install? Also, I prefer to stick to a RH (rpm) based distro. Right now I'm using CentOS for the install. Any thoughts on this? PERL is certainly omnipresent in RT and a lot of mods are used. Which is the best set of instructions for this distro. My production arch is likely to be i386 with 2G RAM and about 5 techs. Of course SQL loves RAM as does PERL, I'd love to hear some notes on the arch. Steve 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] Error when upgrading 3.8.6 - 3.8.8
Never tried make upgrade... I simply compile into a different directory then link /opt/rt3 to /opt/rt3.8.8 for example. That way, if something goes wrong, you still have the working install in /opt/rt3.8.6 -- James On Fri, Jun 4, 2010 at 10:08 PM, Shannon Adams shannon_adam...@yahoo.comwrote: Running CentOS 5.5 - fully patched. Trying to upgrade from 3.8.6 to 3.8.8. # make upgrade . . . . All dependencies have been found. /opt/local/bin/ginstall -c -m 0755 -o root -g www -d /opt/rt3/etc make: /opt/local/bin/ginstall: Command not found make: *** [config-install] Error 127 # I can't find anything in the README or UPGRADING doc that would indicate why I am getting this. Thanks for any help. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT email time
I believe RT, by design, uses the UTC timestamp when storing data in the database. -- James On Thu, Jun 3, 2010 at 10:19 AM, Juan N. DLC juann@gmail.com wrote: Yes, I do have the TZ configured in my RT_SiteConfig.pm # Time Zone: Set($Timezone , 'America/Puerto_Rico'); LIke I said, the GUI time is working fine, the problem is MySQL, when creating a ticket it set the Creation Time 4 hours after the real time. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT3.8.8 CentOs
If you're looking for assistance installing/configuring RT in CentOS, there is a thread titled 'Reqest Tracker CentOS 5.3 setup' in the RT mailing list archives. Should be dated April 24th, 2009. -- James Moseley On Fri, May 28, 2010 at 2:53 PM, Bouzite, Radouan rad...@ipexna.com wrote: I founf RT 3.6 in http://wiki.bestpractical.com/view/CentOS5InstallGuide and it was very simple to install , but did not find 3.8.8, also I tried to install from Source follwing the steps in http://wiki.bestpractical.com/view/CentOS5InstallPlusSome but have problems the fix all dependencies with make fixdeps . Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] id10t error
The config.log file in the RT 3.8.7 source directory. On Thu, May 27, 2010 at 3:32 PM, Troy Knabe kn...@4j.lane.edu wrote: So I am looking to upgrade RT from 3.8.7 to 3.8.8 and I cannot find the documentation on what options I used to run configure. Is there a way to tell that from my existing version? -- Thanks! Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- James Moseley 610-934-7307 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Error With FASTCGI
You still haven't provided your apache config nor detailed your configuration flags used during installation. Can't really help much until you provide that information. On Jan 29, 2010, at 1:53 AM, pcsyst...@free.fr wrote: Hello, I installed with RT Perl works fine then I installed RT with FastCGI, but access has RT is often unstable and have an error 'Page Not Found'. I get errors in my log FASTCGI Apache2 and RT is often more accessible. I use the mod_fcgi Apache2 [Sun Jan 24 06:25:07 2010] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi started (pid 6753) [Sun Jan 24 06:25:08 2010] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi started (pid 6801) [Sun Jan 24 06:25:09 2010] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi started (pid 6804) [Tue Jan 26 09:11:12 2010] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi (pid 6753) terminated due to uncaught signal '11' (Segmentation fault) [Tue Jan 26 09:11:12 2010] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi restarted (pid 29393) [Tue Jan 26 09:11:15 2010] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi (pid 6804) terminated due to uncaught signal '11' (Segmentation fault) [Tue Jan 26 09:11:17 2010] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi restarted (pid 29394) [Tue Jan 26 09:11:17 2010] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi (pid 6727) terminated due to uncaught signal '11' (Segmentation fault) [Tue Jan 26 09:11:18 2010] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi (pid 6801) terminated due to uncaught signal '11' (Segmentation fault) [Tue Jan 26 09:11:18 2010] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi has remained running for more than 30 seconds, its restart interval has been restored to 5 seconds Have you any idea? Thank you ___ 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] Error FASTCGI
When you reinstalled, did configure RT with the appropriate FastCGI flag: --with-web-handler=fastcgi What version of FastCGI are you using, Apache or the version included in Redhat's RPM respositories? Lastly, what's your apache configuration look like with respect to FastCGI? 2010/1/28 josé fernandez jose.fernan...@naxos-fr.net Hello, I installed with RT Perl works fine then I installed RT with FastCGI and access a RT unstable. Indeed I have errors in my log FASTCGI Apache2 and RT is often more accessible. Do you know the cause? [Tue Jan 26 09:11:17 2010] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi (pid 6727) terminated due to uncaught signal '11' (Segmentation fault) [Tue Jan 26 09:11:18 2010] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi (pid 6801) terminated due to uncaught signal '11' (Segmentation fault) [Tue Jan 26 09:11:18 2010] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi has remained running for more than 30 seconds, its restart interval has been restored to 5 seconds [Tue Jan 26 09:11:22 2010] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi restarted (pid 29400) [Tue Jan 26 09:11:27 2010] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi restarted (pid 29402) [Wed Jan 27 11:56:49 2010] [notice] caught SIGTERM, shutting down [Wed Jan 27 11:56:56 2010] [notice] FastCGI: process manager initialized (pid 25066) [Wed Jan 27 11:56:56 2010] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi started (pid 25068)stpractical.comsa...@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] current install guide for centos 5.4
On Thu, Dec 17, 2009 at 2:58 PM, dnk d.k.emailli...@gmail.com wrote: Can anyone point me to a curent install guide for centos 5.4 for RT? I have been attempting the various ones linked off of the main site, but have had little luck. For starters, you can follow this thread: http://lists.bestpractical.com/pipermail/rt-users/2009-April/058693.html -- James ___ 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] current install guide for centos 5.4
On Thu, Dec 17, 2009 at 4:22 PM, dnk d.k.emailli...@gmail.com wrote: When I was installing the yum related packages, I ran into: No package perl-IO-Socket available. Off the top of my head, I'm not sure if that's a required RT perl module, or just a dependency of a required module, or some other RPM, etc. I do have perl-IO-Socket-INET6 installed on my system, though. So I'd go with that. -- James Moseley 610-934-7307 ___ 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] current install guide for centos 5.4
On Thu, Dec 17, 2009 at 5:40 PM, dnk d.k.emailli...@gmail.com wrote: So I ignored the DATA::ICal. error since it disappeared the second time around. But now i ran: perl sbin/rt-test-dependencies --with-mysql --with-modperl2 --verbose|grep MISSING CGI = 3.38 ...MISSING SOME DEPENDENCIES WERE MISSING. CGI = 3.38 ...MISSING Ideas? If you are running that command, you aren't using the instructions I sent you... Don't try and mix and match the instructions I sent with those from RT or other sources. For starters, the Apache configs are completely different. Above, you are trying to configure RT to use mod_perl; my instructions use FastCGI, specifically the non-Apache module available via the standard RedHat RPM repos. -- James Moseley 610-934-7307 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Custom logo in 3.8
On Mon, Dec 14, 2009 at 1:21 PM, David Griffith dgri...@cs.csubak.edu wrote:
I'm trying to change the logo in 3.8.6, but
http://wiki.bestpractical.com/view/ChangeLogo doesn't work. Googling
around for the answer gives me multiple references to the instructions on
that page not working. Would someone please point out a guide for adding
a custom logo to 3.8.6 that actually works?
I know this is documented somewhere... Without looking at the wiki or
official docs, here's what works:
Create directory called 'Elements' in path to RT/local/html
Create file called 'Logo' in above directory with contents similar to:
div id=logo
a href=http://yourdomain.com;img
src=%$RT::WebImagesURL%/yourlogo.jpg alt=%loc(Your
Company)%/a
% if ($show_name) {
div class=rtname% loc(RT for [_1], $RT::rtname) %/div
% }
/div
%args
$show_name = 1
/%args
Lastly, place logo jpeg (or whatever format it's in) in:
path to rt/share/html/NoAuth/images
--
James
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Re: [rt-users] httpd.conf configuration problem
On Sun, Oct 11, 2009 at 6:13 PM, Easyrider Inquiry inqu...@easyrider.comwrote: What I want is to access RT via http//backup.easyrider.com/helpdesk NameVirtualHost *:80 VirtualHost *:80 ServerName backup.easyrider.com AddDefaultCharset UTF-8 AddHandler fastcgi-script .fcgi Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ /VirtualHost Think about it. How does the above configuration tell Apache how to handle a /helpdesk request? You need to change the Alias and ScriptAlias lines to: Alias /helpdesk/NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias /helpdesk /opt/rt3/bin/mason_handler.fcgi/ The RT_SiteConfig.pm should have the following: Set($WebPath , /helpdesk); Set($WebBaseURL , http://backup.easyrider.comhttp://backup.easyrider.com/helpdesk ); Set($WebImagesURL , $WebPath . /NoAuth/images/); I'd get rid of all the other Set($Web syntax The above should allow you to properly run RT at: http://backup.easyrider.com/helpdesk Depending on your exact Apache config (and mod_perl vs. mod_fastcgi), you may need to put a trailing / at the end of the URL in order for things to properly work: http://backup.easyrider.com/helpdesk/ -- James Moseley ___ 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] httpd.conf configuration problem
On Sun, Oct 11, 2009 at 8:14 PM, Easyrider Inquiry inqu...@easyrider.comwrote: Hello James. Thanks VERY much for responding. Unfortunately, no luck :( Rather than experiment with a million more combinations before replying, I'll just post the current configuration (which I believe are teh settings you advised) and say that I am now getting an internal server error: The server encountered an internal error or misconfiguration and was unable to complete your request. /opt/rt3/etc/RT_SiteConfig.pm: # Latest advice START - Set($WebPath , /helpdesk); Set($WebBaseURL , http://backup.easyrider.com;http://backup.easyrider.com ); Set($WebImagesURL , $WebPath . /NoAuth/images/); Set($WebPort , 80);# + ($ * 7274) % 32766 + ($ 1024)); Set($WebURL , $WebBaseURL . $WebPath . /); Set($LogoURL , $WebImagesURL . bplogo.gif); Set($LogoLinkURL, 'http://security.nocdesigns.com'); Set($LogoAltText, Easyrider LAN Pro); Set($WebNoAuthRegex, qr!^(?:/+NoAuth/| /+REST/\d+\.\d+/NoAuth/)!x ); In my previous post, I said get rid rid of the other Set($Web* syntax. They are only confusing troubleshooting the issue and probably aren't needed. If you do need specific web port and web regex overrides due to your specific configuration, add them back in later once you've gotten the basic install working. # Latest advice END --- /etc/httpd/conf/httpd.conf: # Latest RT config experiment give internal server error # - Latest advice START - VirtualHost *:80 ServerName backup.easyrider.com AddDefaultCharset UTF-8 AddHandler fastcgi-script .fcgi Alias /helpdesk/NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias /helpdesk /opt/rt3/bin/mason_handler.fcgi/ /VirtualHost And what did the Apache error log state? More than likely, the problematic syntax in RT_SiteConfig.pm caused the error. You also claim everything was working with just the server name. What I don't see in the above Apache config is where you load the FastCgi module, amongst other things. What module are you using, mod_fastcgi? Lastly, mail sent directly to you bounced because your server rejected it. You must have received my reply via the cc to the general list. Please look at the mail server logs to see why it is/was rejecting mail. -- James Moseley ___ 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] httpd.conf configuration problem
On Sun, Oct 11, 2009 at 11:25 PM, Easyrider Inquiry inqu...@easyrider.comwrote: I am now at essentially the same problem I had a week ago where someone was able to help me get /helpdesk to bring up the login page but as soon as you hit login the browser goes directly to the site web page at /var/www/html. I believe you can verify this from the Internet as well. Remember in a previous email I told you about that trailing /? Try: http://backup.easyrider.com/helpdesk/ and see if that works... It does for me... I did a grep for FastCgiIpcDir /tmp and FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 in httpd.conf and found nothing but as you say, it seems likely that they are there somewhere since the root URL RT works just fine. The difference between the configuration that works and the configuration that almost works is literally less than a half dozen lines of code. I did spend several days trying various combinations of entries in the examples listed in http://wiki.bestpractical.com/view/FedoraCore4InstallGuide to get around my current problem. Each change either had no effect or made things worse. The fellow who was helping me last week eventually gave up which is probably what I would do too if quitting was an option. Well, if you claim everything works the other way around, you must have those lines someplace... Look in the config files in /etc/httpd/conf.d/* -- James Moseley ___ 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] httpd.conf configuration problem
On Mon, Oct 12, 2009 at 12:09 AM, Easyrider Inquiry inqu...@easyrider.comwrote: Oh Brother! I've sacrificed a week out of what's left of my life over a trailing slash!?!?!? Holy cow. This is why I am not a programmer I REALLY appreciate your patience and your willingness to stick with this to a final solution. VERY much appreciated! Now I need to do a good deed for someone to keep the chain going. So just for fun, what do I need to do to get /helpdesk to work without the trailing slash when someone complains about it and I've long since forgotten about last week's pain? Also, a tiny thing that I wouldn't even care about except that it's one of those things I'd rather fix while I am in there and everything is fresh in my mind. There's still things in RT_siteconfig.pm that aren't being honored, such as LogoLinkURL. If it's an easy fix I'd prefer to do it since I'm guessing there's still something in that pm file that isn't quite right. My previous experience with RT is that it is bullet-proof once you get it up and running. Once I get these few tiny things resolved I don't expect to have to mess around with it again for a very long time. That trailing slash has nothing to do with RT and is an Apache/FastCGI deal. I've never bothered with figuring out why it works that way. You might be able to fix that with a redirect or editing the Script/ScriptAlias lines. Google it. -- James Moseley ___ 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] httpd.conf configuration problem
On Mon, Oct 12, 2009 at 12:19 AM, James Moseley jmose...@corp.xanadoo.comwrote: That trailing slash has nothing to do with RT and is an Apache/FastCGI deal. I've never bothered with figuring out why it works that way. You might be able to fix that with a redirect or editing the Script/ScriptAlias lines. Google it. Doing a little research, the trailing slash is required due to how Apache rewrites URL's. There are ways to manipulate that behavior. Mod_dir is one such method... -- James Moseley ___ 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] E-mailing issues
Have you looked at your mail logs yet? Does the outgoing email entry in the RT ticket correctly display the email addresses, headers, etc? James Moseley Jeffrey Lee [EMAIL PROTECTED] ard.edu To Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.comSubject [rt-users] E-mailing issues 02/01/2008 09:19 AM So When I create and assign tickets in RT the ticket shows the outgoing e-mail correctly. however No e-mail reaches the requestor or the person I assigned it to. However if I update the ticket and add in e-mails in the CC field I get and e-mail. The recieved e-mail has not TO: header. What is causing this? -Jeff___ 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] Installing RT in Solaris
Raja, these are all Perl modules you are missing and need installed. James Moseley Raja [EMAIL PROTECTED] oo.comTo Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.comSubject [rt-users] Installing RT in Solaris 01/30/2008 09:57 PM Please respond to Raja [EMAIL PROTECTED] .com Hi, We are planing to instal RT 3.6.6 on solaris 10. $uname -a SunOS localhost 5.10 Generic_125100-10 sun4us sparc FJSV,GPUZC-M I have run the make testdeps to see the dependency and i have attached the output here. make testdeps | more /bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql perl: =5.8.3(5.008004)...found users: rt group (rt3)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (apache)...found web group (www)...found CLI dependencies: Term::ReadKey...found Getopt::Long =2.24...found HTTP::Request::Common...found Term::ReadLine...found Text::ParseWords...found LWP...found CORE dependencies: Scalar::Util...found HTML::Scrubber 0.08...MISSING Class::ReturnValue 0.40...MISSING Text::Quoted 2.02...MISSING File::Spec =0.8...found Calendar::Simple ...MISSING DBIx::SearchBuilder 1.50...MISSING Date::Format ...MISSING CSS::Squish 0.06...MISSING Text::Autoformat ...MISSING Mail::Mailer 1.57...MISSING Regexp::Common ...MISSING Module::Versions::Report 1.03...MISSING MIME::Entity 5.108...MISSING HTML::Entities...found Digest::MD5 =2.27...found Cache::Simple::TimedExpiry ...MISSING DBI =1.37...found Locale::Maketext::Lexicon 0.32...MISSING Digest::base...found Locale::Maketext::Fuzzy ...MISSING Time::HiRes...found Net::SMTP...found Text::Wrapper ...MISSING Time::ParseDate...found File::Temp...found Log::Dispatch 2.0...MISSING Locale::Maketext =1.06...found UNIVERSAL::require ...MISSING Tree::Simple 1.04...MISSING Text::Template ...MISSING MAILGATE dependencies: Pod::Usage...found HTML::TreeBuilder ...MISSING Getopt::Long...found HTML::FormatText ...MISSING LWP::UserAgent...found MASON dependencies: CGI::Cookie =1.20...found Text::WikiFormat 0.76...MISSING XML::RSS 1.05...MISSING Storable =2.08...found CSS::Squish 0.06...MISSING HTML::Mason 1.23...MISSING Apache::Session 1.53...MISSING Digest::MD5 =2.27...found GD::Text ...MISSING GD ...MISSING Errno...found GD::Graph ...MISSING MYSQL dependencies: DBD::mysql 2.1018...MISSING Can someone can help me out what are the packages needs to be installed in solaris to fix this issue. Thanks in advance. Regards, Raja. Never miss a thing. Make Yahoo your homepage. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rt-mailgate HTTPS
First of all, what error messages were generated when you tried to send
email to the RT address via bounced emails or from RT/mail logs?
Secondly, rt-mailgate works just fine with HTTPS only installs - you've got
to make sure that all your SSL related PERL modules have been installed,
namely Crypt::SSLeay
Lastly, what do your aliases look like?
James Moseley
Roy Sowa
[EMAIL PROTECTED]
c.gc.ca To
Sent by: rt-users@lists.bestpractical.com
rt-users-bounces@ cc
lists.bestpractic
al.comSubject
[rt-users] rt-mailgate HTTPS
01/20/2008 08:11
AM
I have seen list reference to email tickets not working with HTTPS
configurations.
Some indicate that a local http connection must exist for the rt-mailgate
to work
my current install is 3.6.5 using Lighttpd
Everything is working fine using the GUI.
but I cannot get emails to open tickets.
I have verified that I can actually receive smtp mail sent to a user on the
box.
- I redirect my http to https
- my /etc/aliases point to the https url
-my lighttpd.conf is below;
$SERVER[socket] == xx.xx.xx.xx:80 {
#server.document-root= /
server.document-root= /opt/rt3/share/html/
url.redirect = (
^/(.*) = https://mysite/$1;
)
}
$SERVER[socket] == xx.xx.xx.xx:443 {
server.document-root= /opt/rt3/share/html/
url.rewrite = (
^(.*)/Ticket/Attachment/(.*) = /$1/Ticket/Attachment/$2/
)
fastcgi.map-extensions = ( .css = .html, .js = .html,
/ = .html )
ssl.engine = enable
ssl.pemfile = /etc/lighttpd/ssl/domain.com/server.pem
$HTTP[useragent] =~ .*MSIE.* {server.max-keep-alive-requests = 0 }
}
I do not know where best to try and resolve this ...( web config or
rt-mailgate )
I would be very grateful if someone could point me in the right direction
on what or where to go from here.
Thanks
Roy
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Re: [rt-users] rt-mailgate HTTPS
The aliases appear to be correct. Do you have the following required RT
Mailgate Perl modules installed:
MAILGATE dependencies:
Pod::Usage...found
HTML::TreeBuilder...found
Getopt::Long...found
HTML::FormatText...found
LWP::UserAgent...found
You've also forced Lighty to redirect port 80 requests over to 443. Why
don't you back out of that and try to get this working via port 80 first
and take SSL out of the mix?
Lastly, I remember from last week this was a new install and you were
switching from Apache to Lighty. I might be worth your while to get this
working with Apache and then move on to the Lighty. At least then you know
RT is fine and any errors that crop up are due to the Lighty config or
issues between RT and Lighty. You've introduced quite a few variables into
the equation...
James Moseley
Roy Sowa
[EMAIL PROTECTED]
c.gc.ca To
[EMAIL PROTECTED]
01/20/2008 11:06 cc
AMrt-users@lists.bestpractical.com,
[EMAIL PROTECTED]
al.com
Subject
Re: [rt-users] rt-mailgate HTTPS
Thanks James,
i have provided the info below, and while still stuggling, I have tried
to set things up to use either HTTPS or HTTP
Ihave that going now, and either one works fine with the GUI.
Still cannot get an email through .
That is why you will see one http alias in the list.
So I am still working my way backwards...
Thanks for your time
If you need more info just ask ( also this is all new to me so I might
not always know how to get what you ask for )
Error from a bounce;
RT server error.
The RT server which handled your email did not behave as expected. It
said:
%# BEGIN BPS TAGGED BLOCK {{{
%flags
inherit = undef # inhibit UTF8 conversion done in /autohandler
/%flags
%ARGS
$queue = 1
$action = correspond
$ticket = undef
/%ARGS
%init
$m-comp('/Elements/Callback', _CallbackName = 'Pre', %ARGS);
use RT::Interface::Email ();# It's an exporter, but we don't care
$r-content_type('text/plain; charset=utf-8');
$m-error_format('text');
my ( $status, $error, $Ticket ) = RT::Interface::Email::Gateway( \%ARGS );
if ( $status == 1 ) {
$m-out('ok');
if ( $Ticket-Id ) {
$m-out( 'Ticket: ' . ($Ticket-Id || '') );
$m-out( 'Queue: ' . ($Ticket-QueueObj-Name || '') );
$m-out( 'Owner: ' . ($Ticket-OwnerObj-Name || '') );
$m-out( 'Status: ' . ($Ticket-Status || '') );
$m-out( 'Subject: ' . ($Ticket-Subject|| '') );
$m-out(
'Requestor: ' . ($Ticket-Requestors-MemberEmailAddressesAsString ||
'') );
}
}
else {
$RT::Logger-error( Could not record email: . $error );
if ( $status == -75 ) {
$m-out( temporary failure - . $error );
}
else {
$m-out( 'not ok - ' . $error );
}
}
$m-abort();
/%init
|/opt/rt3/bin/rt-mailgate --queue 'X' --action correspond --url
https://XXX/;... Deferred: prog mailer (/bin/sh) exited with
EX_TEMPFAIL
Warning: message still undelivered after 4 hours
+
I saw that about the Crypt::SSLeay , so I installed
Crypt-SSLeay-0.57
stop started everything this did not help
Aliases:
Ticket_ELS: |/opt/rt3/bin/rt-mailgate --queue 'NAME1' --action
correspond --url https://xxx/;
ELS_MSG:|/opt/rt3/bin/rt-mailgate --queue 'Name2' --action
correspond --url https:///;
Ticket_EHIVE: |/opt/rt3/bin/rt-mailgate --queue 'Name3' --action
correspond --url http://xx/;
James Moseley [EMAIL PROTECTED] 2008-01-20 11:24
First of all, what error messages were generated when you tried to send
email to the RT address via bounced emails or from RT/mail logs?
Secondly, rt-mailgate works just fine with HTTPS only installs - you've got
to make sure that all your SSL related PERL modules have been installed,
namely Crypt::SSLeay
Lastly, what do your aliases look like?
James Moseley
Roy Sowa
[EMAIL
Re: [rt-users] Mysqldump 3.6.3 - 3.6.5 ( attachments )
Your mysqldump syntax looks fine, although depending on the version you are running, the 'add-drop-table' argument is redundant since you are using 'opt'. To rule out a DB problem, have you tried using your 3.6.5 SUSE instance of RT with the DB sitting on the RedHat box? If you get the same behavior, then I think it's safe to say you probably don't have a DB problem but something else wrong - missing perl module, apache fastcgi/mod_perl issue, database/RT permissions, etc. Have you looked at the RT or Apache logs yet? James Moseley Roy Sowa [EMAIL PROTECTED] c.gc.ca To Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.comSubject [rt-users] Mysqldump 3.6.3 - 3.6.5 ( attachments ) 01/15/2008 12:36 PM I am in the process of moving my existing RedHat 3.6.3 install to a SUSE 10 3.6.5 box ... I thought all was going well, but I just stumbled into a problem... I had been using the following mysqldump ; mysqldump --opt --add-drop-table --single-transaction rt3 backup.out and this restores nicely.. ( I thought I was good to go ). the records look correct and I see the attachment links in the tickets that have them, But now when I try and view an attachment by clicking on the link it says page not found the url link matches the search format of that of the original working server ... what I have tried so far... A few searches surfaced that I might try adding this to my dump statement --default-character-set=binary but this did not change things... Trying to create a new ticket with a simple attachment also does not work Funny enough If I attach a simple gif, I see the gif in the newly created ticket, however I just cannot click on the download link in the transaction or the link in the attachment area... ( page not found...) So then I found this snippet RE: binary attachment corruption; Hello, Chris. Could you backup your DB, and run next to SQL queries? ALTER TABLE Attachments CHANGE Content Content LONGBLOB NULL; Then check if you could binary attachments without problems and report back. This query is safe but anyway I would suggest you to backup data. . This did not change results either... I really would like to convert to the newer server/hardware any suggestions as to where I went wrong or how to move this forward ??? ___ 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] e-mail address in use
When you search for users, make sure you check the inactive or disabled users check box to include those users. James Moseley Mariusz Stakowski [EMAIL PROTECTED] m.pl To Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.comSubject [rt-users] e-mail address in use 11/09/2007 08:34 AM Hello list, RT 3.6.1 with Sendmail under Slackware 11. Some time ago I have created a number of users without any problem. Today a new user tried to register a request. The request was refused which seems to be OK - there was no account for him. But when I tried to create an account for him, I got a message e-mail address in use. I have checked all the users created, but no one has that e-mail address. Then I tried to create an account for other user, who haven't tried to send a request yet, but again I was not able to do it. I've go the same message - e-mail address in use. Hown could I solve this problem ? I would appreciate your help Best regards Mariusz ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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 SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] Mailgate: Could not record email: Could not load a valid user
For external users to open tickets for a given queue via email, you've got to set the group permissions on that queue so that the group 'everyone' has the right to create tickets. James Moseley Gary Holmes [EMAIL PROTECTED] .com To Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.comSubject [rt-users] Mailgate: Could not record email: Could not load a 11/07/2007 11:15 valid user AM Hi, I'm coming back to RT after an extended break. Installed RT 3.6.5 on Ubuntu 7.10 server. Web interface up OK. Can create tickets there. Mailgate fails with this error: Could not record email: Could not load a valid user (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) We want to use RT for external customers, so the mailgate is key. Any ideas? Thanks, Gary ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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 SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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 not sending email
From what you've written, this isn't an RT problem. RT *is* sending emails, but the mail server appears to be having problems forwarding them on due to DNS issues. The interesting thing is: (Name server: bbinslv.com: host not found) What are the contents of the /etc/resolv.conf file on the mail server? James Moseley Evan M. [EMAIL PROTECTED] .com To Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.comSubject [rt-users] RT not sending email 10/30/2007 07:19 AM RT is not sending email at all, not to the admins and not to the users. It was working fine 2 weeks ago, then it stopped sending mail. All the scrips are fine, to the best of my knowledge. I am not the person who set up RT so I'm a little in the dark here. The root mail log is receiving the mail but that's where the trail ends. I'll post the log shortly. We are running RT v3.6.3 and Fedora 6. I've tried just about everything I could find online and in this forum but none have helped so far. Any help would be greatly appreciated. Thanks in advance. ::Edit:: Here is the mail log: - The following addresses had permanent fatal errors - [EMAIL PROTECTED] [EMAIL PROTECTED] [EMAIL PROTECTED] - Transcript of session follows - 550 5.1.2 [EMAIL PROTECTED],[EMAIL PROTECTED],[EMAIL PROTECTED]... Host unknown (Name server: bbinslv.com: host not found) --l9TFsESo012110.1193673254/bblvlinux.com Content-Type: message/delivery-status Reporting-MTA: dns; **linux.com Received-From-MTA: DNS; **linux.com Arrival-Date: Mon, 29 Oct 2007 11:54:14 -0400 Final-Recipient: RFC822; [EMAIL PROTECTED] Action: failed Status: 5.1.2 Remote-MTA: DNS; email.com Last-Attempt-Date: Mon, 29 Oct 2007 11:54:14 -0400 Final-Recipient: RFC822; [EMAIL PROTECTED] Action: failed Status: 5.1.2 Remote-MTA: DNS; email.com Last-Attempt-Date: Mon, 29 Oct 2007 11:54:14 -0400 Final-Recipient: RFC822; [EMAIL PROTECTED] Action: failed Status: 5.1.2 Remote-MTA: DNS; email.com Last-Attempt-Date: Mon, 29 Oct 2007 11:54:14 -0400 -- View this message in context: http://www.nabble.com/RT-not-sending-email-tf4712732.html#a13470901 Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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 SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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]Emailcommunication stopsrandomly...rebootingapacheresolves
I wonder if this a mod_perl issue... Regardless of the version of RT, I run Apache 2.x, MySQL, and Fast_CGI and have never had this problem. James Moseley John Wells [EMAIL PROTECTED] .aero To Sent by: Gianluca Cecchi rt-users-bounces@ [EMAIL PROTECTED], Drew Barnes lists.bestpractic [EMAIL PROTECTED] al.com cc RT-Users@lists.bestpractical.com, Helmuth Ramirez 10/25/2007 12:56 [EMAIL PROTECTED] PMSubject RE: [rt-users]Emailcommunication stopsrandomly...rebootingapachereso lves The thread was this. Probably useful you dig into the several answers given there, for possible causes and solutions: http://www.nabble.com/RT-Apache-suddenly-hangs-tf3161406.html#a8856396 Thanks Gianluca. I don't think it's explained by any of these. The system still responds and RT is as performant as ever...it's just that email doesn't get sent... Also, we're using PostgreSQL. Thanks for the suggestion though. -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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 SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] Error starting apache - Invalid command PerlModule
The Apache Alias directive should be pointing the RT installation, not where any perl module lives... Please post the relevant portions of your apache config. James Moseley Michael Moon [EMAIL PROTECTED] .com To Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.comSubject [rt-users] Error starting apache - Invalid command PerlModule 10/20/2007 01:04 PM I am trying to get RT 3.6.5 configured. I have it installed. I am now trying to get Apache and mod_perl configured. When I attempt to start apache I get the error Invalid command PerlModule. Obviously I don’t have httpd.conf configured correctly, but in reading the instructions I don’t understand what directory I am supposed to use for the Alias /perl/ directory. Make test and make install ran without errors. If I comment out the Perl commands, apache starts fine. The make install had output like this: Installing /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/Apache.pm Installing /usr/lib/perl5/site_perl/5.8.8 /i386-linux-thread-multi/mod_perl.pm … … I have tried to use Alias /perl/ /usr/lib/perl5/site_perl/5.8.8 /i386-linux-thread-multi/ But no luck. The environment is CentOS 5 Apache 1.30, mod_perl 1.3 Can someone clue me in to what might be the problem? 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___ 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] Apache not starting after upgrade
Have you checked to make sure the version of RT installed via yum is the most current available? James Moseley Asrai khn [EMAIL PROTECTED] omTo Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.comSubject Re: [rt-users] Apache not starting after upgrade 10/18/2007 01:32 PM On 10/18/07, Drew Barnes [EMAIL PROTECTED] wrote: Looks like you need to re-install Apache::Bundle from CPAN top match your version of apache. Not sure which perl modules to install its rpm base distro and we only install packages from fedora repository (easy to update in future). Askar. ___ 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] Apache not starting after upgrade
OK. I have no idea what was or wasn't installed as part of the RC7 RPM. My best advice would be to download the source, run configure, and then do a 'make testdeps'. You're not installing anything, but this will tell you if you are missing anything. James Moseley Asrai khn [EMAIL PROTECTED] omTo Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.comSubject Re: [rt-users] Apache not starting after upgrade 10/18/2007 03:07 PM On 10/19/07, James Moseley [EMAIL PROTECTED] wrote: Yes, 3.6.3 is available from FC7 repository. What's actually installed, though? The same version i have installed $ rpm -qa | grep rt3 rt3-3.6.3-1.fc7 Askar.___ 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] Apache not starting after upgrade
Yes, 3.6.3 is available from FC7 repository. What's actually installed, though? James Moseley Asrai khn [EMAIL PROTECTED] omTo James Moseley 10/18/2007 02:59 [EMAIL PROTECTED] PM cc rt-users@lists.bestpractical.com, [EMAIL PROTECTED] l.com Subject Re: [rt-users] Apache not starting after upgrade On 10/18/07, James Moseley [EMAIL PROTECTED] wrote: Have you checked to make sure the version of RT installed via yum is the most current available? Its rt3-3.6.3-1.fc7 available from Fedora 7 repo and at RT site the latest version is rt-3.6.5.tar.gz Thanks. Askar ___ 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] Moved Database, now cannot create sessions
Most likely, RT can't talk to the database on the remote server. Have you verified database rights on the remote server? Do you have Selinux enabled on either server? James Moseley Mathew Snyder [EMAIL PROTECTED] com To Sent by: Mathew Snyder [EMAIL PROTECTED] rt-users-bounces@ cc lists.bestpractic RT Users al.comrt-users@lists.bestpractical.com Subject Re: [rt-users] Moved Database, now 10/04/2007 08:10 cannot create sessions AM I figured out that I need to use the session file instead of the database. I linked the error together with what I found in RT_SiteConfig.pm. Now I can get the login screen but can't login. I'm guessing that the remote database isn't being located/connected to. Keep up with me and what I'm up to: http://theillien.blogspot.com Mathew Snyder wrote: I'm guessing the problem here is that MySQL is trying to write the session data to this directory. However, with the database now on another server it clearly doesn't have access to it. Is this correct? Keep up with me and what I'm up to: http://theillien.blogspot.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] Syslog on Solaris 10
I'd take a look at the following Log section of RT_Config.pm. Also, take a
look at the Log::Dispatch::Syslog perl module documentation:
# {{{ Logging
# Logging. The default is to log anything except debugging
# information to syslog. Check the Log::Dispatch POD for
# information about how to get things by syslog, mail or anything
# else, get debugging info in the log, etc.
# It might generally make
# sense to send error and higher by email to some administrator.
# If you do this, be careful that this email isn't sent to this RT
instance.
# the minimum level error that will be logged to the specific device.
# levels from lowest to highest:
# debug info notice warning error critical alert emergency
# Mail loops will generate a critical log message.
Set($LogToSyslog, 'debug');
Set($LogToScreen, 'error');
Set($LogToFile , undef);
Set($LogDir, '/opt/rt3.6.5/var/log');
Set($LogToFileNamed , rt.log);#log to rt.log
# If true generates stack traces to file log or screen
# never generates traces to syslog
Set($LogStackTraces , 0);
# On Solaris or UnixWare, set to ( socket = 'inet' ). Options here
# override any other options RT passes to Log::Dispatch::Syslog.
# Other interesting flags include facility and logopt. (See the
# Log::Dispatch::Syslog documentation for more information.) (Maybe
# ident too, if you have multiple RT installations.)
@LogToSyslogConf = () unless (@LogToSyslogConf);
James Moseley
Richard Ellis
[EMAIL PROTECTED]
n.COM To
Sent by: rt-users@lists.bestpractical.com
rt-users-bounces@ cc
lists.bestpractic
al.comSubject
[rt-users] Syslog on Solaris 10
10/03/2007 02:35
AM
Hi,
I am currently moving our RT instance from 3.4 on a Solaris 9 machine to
3.6 on a Solaris 10 machine and have run into a problem with the system
logging.
For security reasons, our IT guys turn off the default UDP port 514.
When I asked why, they gave me the following:
Our builds all turn off the remote syslog port 514. It is generally
considered
a security risk. Some bad person could fill up your disk with bogus
messages. Local apps should use syslog(3c) or logger(1) to write
to syslog.
Is there a way to convince RT to use logger or syslog(3c) or simply to
write all log output to its own log file instead? This is causing RT to
fail miserably.
Thanks
Richard
--
Richard Ellis
.Sun B2B Operations
Sun Microsystems x24727
http://sun.com
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Re: [rt-users] Syslog on Solaris 10
Hmm... Odd. It'd be nice to be able to not have to log to syslog if you
don't want to. Perhaps there is a way or someone can write a patch.
James Moseley
Richard Ellis
[EMAIL PROTECTED]
n.COM To
Sent by: James Moseley
[EMAIL PROTECTED] [EMAIL PROTECTED]
.COM cc
rt-users@lists.bestpractical.com
Subject
10/03/2007 08:17 Re: [rt-users] Syslog on Solaris 10
AM
lol, I knew you'd ask that, so here's the output :)
*error:* no connection to syslog available
- udp connect: nobody listening at
/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm line 77
*context:*
*...*
*265:* # whether they should generate a full stack trace
(confess()
and cluck())
*266:* # or simply report the caller's package (croak() and
carp()),
respectively.
*267:* # confess() and croak() die, carp() and cluck() warn.
*268:*
*269:* sub croak { die shortmess @_ }
*270:* sub confess { die longmess @_ }
*271:* sub carp { warn shortmess @_ }
*272:* sub cluck { warn longmess @_ }
*273:*
*...*
*code stack:*/usr/local/lib/perl5/5.8.8/Carp.pm:269
/usr/local/lib/perl5/5.8.8/sun4-solaris/Sys/Syslog.pm:426
/usr/local/lib/perl5/5.8.8/sun4-solaris/Sys/Syslog.pm:262
/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm:77
/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch/Output.pm:41
/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm:100
/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm:79
/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm:22
/opt/rt3/lib/RT/Scrip_Overlay.pm:481
/opt/rt3/lib/RT/Scrips_Overlay.pm:239
/opt/rt3/lib/RT/Transaction_Overlay.pm:173
/opt/rt3/lib/RT/Record.pm:1446
/opt/rt3/lib/RT/Ticket_Overlay.pm:746
/opt/rt3/lib/RT/Interface/Web.pm:448
/opt/rt3/share/html/Ticket/Display.html:106
/opt/rt3/share/html/Ticket/Create.html:303
/opt/rt3/share/html/autohandler:291
James Moseley wrote:
I'd still be curious what this does:
Set($LogToSyslog, undef);
Perhaps someone else can chime in, but I would think this would in effect
disable logging to syslog.
James Moseley
Richard Ellis
[EMAIL PROTECTED]
n.COM
To
Sent by: James Moseley
[EMAIL PROTECTED] [EMAIL PROTECTED]
.COM
cc
rt-users@lists.bestpractical.com
Subject
10/03/2007 08:08 Re: [rt-users] Syslog on Solaris
10
AM
HI,
From playing with the log levels over the last couple of days, it
doesn't seem to make that much difference. RT appears to attempt to
verify the connection to syslog even if I set it to undef and errors out
because the connection doesn't exist.
We have debug switched on to try and find answers to a couple of ongoing
niggles, which don't stop RT working but degrade its effectiveness for
us.
Once I have the new machine working, we will revisit the log data and
see if the errors go away.
Richard
James Moseley wrote:
First, unless you are debugging a problem, there is no reason log debug
output (you're basically logging every action RT does) - especially to
syslog since that's causing a problem. Try using this:
Set($LogToSyslog, undef);
or Set($LogToSyslog, 'emergency');
Then choose the log level you want (perhaps you want debug) and log to
file: Set($LogToFile, ..;
The above doesn't completely turn off logging to syslog, but should
virtually eliminate it and thus eliminate your errors.
James Moseley
Richard Ellis
[EMAIL PROTECTED]
n.COM
To
Sent by: James Moseley
[EMAIL PROTECTED] [EMAIL PROTECTED]
.COM
cc
rt-users@lists.bestpractical.com
Subject
10/03/2007 07:54 Re: [rt-users] Syslog on Solaris
10
Re: [rt-users] Syslog on Solaris 10
I'd still be curious what this does:
Set($LogToSyslog, undef);
Perhaps someone else can chime in, but I would think this would in effect
disable logging to syslog.
James Moseley
Richard Ellis
[EMAIL PROTECTED]
n.COM To
Sent by: James Moseley
[EMAIL PROTECTED] [EMAIL PROTECTED]
.COM cc
rt-users@lists.bestpractical.com
Subject
10/03/2007 08:08 Re: [rt-users] Syslog on Solaris 10
AM
HI,
From playing with the log levels over the last couple of days, it
doesn't seem to make that much difference. RT appears to attempt to
verify the connection to syslog even if I set it to undef and errors out
because the connection doesn't exist.
We have debug switched on to try and find answers to a couple of ongoing
niggles, which don't stop RT working but degrade its effectiveness for us.
Once I have the new machine working, we will revisit the log data and
see if the errors go away.
Richard
James Moseley wrote:
First, unless you are debugging a problem, there is no reason log debug
output (you're basically logging every action RT does) - especially to
syslog since that's causing a problem. Try using this:
Set($LogToSyslog, undef);
or Set($LogToSyslog, 'emergency');
Then choose the log level you want (perhaps you want debug) and log to
file: Set($LogToFile, ..;
The above doesn't completely turn off logging to syslog, but should
virtually eliminate it and thus eliminate your errors.
James Moseley
Richard Ellis
[EMAIL PROTECTED]
n.COM
To
Sent by: James Moseley
[EMAIL PROTECTED] [EMAIL PROTECTED]
.COM
cc
rt-users@lists.bestpractical.com
Subject
10/03/2007 07:54 Re: [rt-users] Syslog on Solaris
10
AM
Hi James,
Yep, I've configured it in RT_SiteConfig.pm
@LogToSyslogConf = ( socket = 'inet' ) unless (@LogToSyslogConf);
Set($LogDir, '/opt/rt3/var/log');
Set($LogToFileNamed,rt.log);
Set($LogToSyslog, 'debug');
Set($LogToFile, 'warning');
which is the same settings we use on the old Solaris 9 box which has
worked for years. Because of the security changes, that just doesn't
work on the Solaris 10 machine as the syslogd daemon isn't running on
the default port (514) anymore. My choices are either change the way
messages are written to syslog by using a different method, or change
the target.
I'd prefer not to have to hack the core files about if I can avoid it.
Richard
James Moseley wrote:
I'd take a look at the following Log section of RT_Config.pm. Also,
take
a
look at the Log::Dispatch::Syslog perl module documentation:
# {{{ Logging
# Logging. The default is to log anything except debugging
# information to syslog. Check the Log::Dispatch POD for
# information about how to get things by syslog, mail or anything
# else, get debugging info in the log, etc.
# It might generally make
# sense to send error and higher by email to some administrator.
# If you do this, be careful that this email isn't sent to this RT
instance.
# the minimum level error that will be logged to the specific device.
# levels from lowest to highest:
# debug info notice warning error critical alert emergency
# Mail loops will generate a critical log message.
Set($LogToSyslog, 'debug');
Set($LogToScreen, 'error');
Set($LogToFile , undef);
Set($LogDir, '/opt/rt3.6.5/var/log');
Set($LogToFileNamed , rt.log);#log to rt.log
# If true generates stack traces to file log or screen
# never generates traces to syslog
Set($LogStackTraces , 0);
# On Solaris or UnixWare, set to ( socket = 'inet' ). Options here
# override any other options RT passes to Log::Dispatch::Syslog.
# Other interesting flags include facility and logopt. (See the
# Log::Dispatch::Syslog documentation for more information.) (Maybe
# ident too, if you have multiple RT installations
Re: [rt-users] Error after upgrading to 3.6.5
What version did you upgrade from? I am testing 3.6.5 and do not see the error. James Moseley Ben Weston [EMAIL PROTECTED] me.comTo Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.comSubject [rt-users] Error after upgrading to 3.6.5 10/02/2007 01:30 PM I just upgraded to 3.6.5 today, and now when trying to do a quick search for a ticket number, I get the following error: Bad Request Your browser sent a request that this server could not understand. Reason: You're speaking plain HTTP to an SSL-enabled server port. Instead use the HTTPS scheme to access this URL, please. Hint: https://192.168.51.220/ It only happens when searching for a number, it works fine when searching for a text string. Also, it only gives the error in Firefox though, IE just displays a blank page. Ideas, Suggestions? Thanks, Ben -- Ben Weston System/Network Engineer ComputerHELP! Inc. (207) 783-8478 ___ 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] External Storage Media
It sounds as if you want the RT3 database and associated tables to be located on a SAN. Of course you can do that. Neither the database server nor RT cares. The database and RT application don't have to be on the same server Regardless of the database server you are using (MySQL, Oracle, etc), your questions are more suitable for forums directly dealing with those database environments. Questions like DB performance, configuration examples, etc, should be directed to those forums. For example, if you are using MySQL, have you checked out the mysql forums? http://forums.mysql.com James Moseley Firas Batal \(QA/EMC\) [EMAIL PROTECTED] To sson.com rt-users@lists.bestpractical.com Sent by: cc rt-users-bounces@ lists.bestpractic Subject al.com[rt-users] External Storage Media 09/12/2007 01:24 PM Hello, I kindly ask for some expert’s advice on the possibility of having an external storage media (database), which lies in a SAN (Storage Area Network). This Database will contain “rt3” database instead of it being stored internally. I have searched this mailing list to no avail. The only information I have found is that one could store user information in the database for authentication purposes. If someone has any ideas, then please share it with me (us). Thank you for your time and sorry for the Inconvenience . Firas ___ 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] AdminUsers in 3.6.3/4?
In the configuration menu, go to Global - User Rights. You need to add the 'SuperUser' right to every user that should have this type of access. This is the only way I know to do it. Of course, that means those users can do anything else as well... James Moseley Paul Goffin [EMAIL PROTECTED] .com To Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.comSubject [rt-users] AdminUsers in 3.6.3/4? 09/07/2007 04:28 AM I'm having trouble getting the permissions right for my helpddesk operators to be able to see update User information. I thought granting them the AdminUsers right would be enough but it doesn't appear to have any effect. The SuperUser can modify User information but that seems to be the only permission that works. What rights do I need to set or is this a Bug in 3.6.3 3.6.4? (As an aside, the Rights table in the Wiki http://wiki.bestpractical.com/view/ManualRights doesn't render as a table. I tried to edit it a few times but wasn't able to correct it. Anyone know what's wrong?) Paul___ 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] Upgrading from 3.4.0 to 3.6.4 Script
Tom, there are fairly detailed instructions in the source code for upgrading. If you are trying to put the latest version on the same server, then you can install the newest version in a different directory (this is what I do), copy the RT_SiteConfig.pm from the old location to the new, then create a symbolic link for the new directory. This way, you can test the new installation, then easily fall back by changing the symbolic link to point to the instance of 3.4.0. The other option is to do a 'make upgrade' which will overwrite any files necessary in the current installation to get it up to the latest version. Before performing either method, you'll need to do a 'make testdeps' to see which perl modules will need to be upgraded and newly installed in order to satisfy the requirements of the latest version. However, here are the problems you'll run into. First, any customizations you've done (stuff in the local directory, or if you've modified any other files) will have to be found and compared against the same files in the latest version, otherwise, making such a big move from 3.4.0 to 3.6.4, your customizations are likely to break. Secondly, there have been quite a few changes to the options in the config files (RT_SiteConfig.pm). Some of the options available in 3.4.0 are now outdated, ignored, etc, in the latest versions of RT. Reading the release notes between versions is the best way to keep up with those changes. Lastly, contained in the source files is the documentation on how to upgrade the schema in your SQL (or other) database. You'll have to run several scripts in order to get your RT database to a state that will work with RT 3.6.x. Honestly, though, the easiest and safest way to perform an upgrade which leaps over so many versions is simply to install RT to another server, install all the required perl modules, make a copy of the current RT DB and then upgrade it, then test the new installation against the upgraded copy of the DB. Once everything is working, upgrade the schema of the working DB using the scripts, then point the new version of RT to the old, upgraded DB. James Moseley Lutz, Thomas W. [EMAIL PROTECTED] nco.com To Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.comSubject [rt-users] Upgrading from 3.4.0 to 3.6.4 Script 08/23/2007 09:50 AM Does anyone have a script to upgrade RT to the latest version, 3.6.4? Current RT: 3.4.0 OS: Windows XP-SP2 Tom Lutz Business Systems Analyst Georgia Power Company Bin 71020 43 Executive Park East Atlanta, GA 30329 (Phone) 404.929.5059 (Cell) 404.473.0637 (Pager) 888.629.2110 (Radio) 1*60*6439___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] RT3.6 new install, URL format with no fqdn in at a glance, other pages fine.
You need to make your changes in RT_SiteConfig.pm. Any settings in that file override the defaults in RT_Config.pm. That's step 1. James Moseley [EMAIL PROTECTED] dbroadband.net Sent by: To rt-users-bounces@ rt-users@lists.bestpractical.com lists.bestpractic cc al.com Subject RE: [rt-users] RT3.6 new install, 08/19/2007 06:45 URL format with no fqdn in at a PMglance, other pages fine. A little more information that I just discovered. On the “At a glance/Home” page view, the hyperlink in the ticket number is correct, but the one in the title (which I was trying to use) is not. I found a similar problem in the archives, but no responses. I also saw in the archives that someone had the opposite problem after an upgrade. In that case, the at a glance page rendered links properly, but the other search results pages gave the http://ticket/display problem. In that users case, changing the DefaultSearchResultFormat in the RT_Config file took care of the problem, but not in my case. Apparently the at a glance page does not use the value. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Sunday, August 19, 2007 4:04 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT3.6 new install,URL format with no fqdn in at a glance, other pages fine. Hello, I have a new install of RT 3.6 on ubuntu 7.04 running ISPConfig and Cacti with Apache 2 and fast cgi. Mysql for the database, postfix for mail. The hyperlinks generated for viewing tickets from the “At a Glance” or “home” page do not include the fully qualified domain name ( http://ticket/display.html?..). The Simple search and tickets views from the top nav are renedering urls correctly. It seems that the 10 highest priority tickets and the 10 newest unowned tickets views have this problem, though the default quick search “general” and the other pages do not have the problem. I have checked the settings in the RT_Config and have the following settings: WebPath, “” WebBaseURL, http://support.mydomain.com:$WebPort DefaultSearchResultFormat, ‘BA HREF=”$RT::WebPath/Ticket/Display…….’ The odd thing is that the search result formatting works on all pages except the home page/at a glance. I am hoping that one of you are familiar with the difference between those pages and where I may need to look for making adjustments. Regards, Aaron Sallade No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.0 - Release Date: 8/16/2007 12:00 AM No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.0 - Release Date: 8/16/2007 12:00 AM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.0 - Release Date: 8/16/2007 12:00 AM___ 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] Issue with RT system
Looks like your Tickets mysql table is missing (or doesn't have the right permissions). Is this a new install? If so, you might want to reinitialize your database. James Moseley Tamer Tayea [EMAIL PROTECTED] ytouch.comTo Sent by: Tamer Tayea rt-users-bounces@ [EMAIL PROTECTED], lists.bestpractic RT-Users@lists.bestpractical.com al.com cc Subject 08/16/2007 01:31 RE: [rt-users] Issue with RT system PM Another error , I believe both errors are due to same reason .. This error gets logged in the rt.log when somebody tries to connect to RT system. Any Idea what may be the problem.. Thanks [Thu Aug 16 14:52:35 2007] [crit]: Ticket could not be created due to an internal error (/usr/local/rt3/lib/RT/Interface/Email.pm:756) [Thu Aug 16 14:52:36 2007] [error]: Create failed: 0 / 0 / Ticket could not be created due to an internal error (/usr/local/rt3/lib/RT/Interface/Email.pm:762) [Thu Aug 16 14:52:36 2007] [crit]: Couldn't create a ticket: Internal Error: Couldn't execute the query 'INSERT INTO Tickets (Subject, Status, Queue, Creator, Owner, LastUpdatedBy, Started, Type, Starts, Resolved, Created, Priority, Due, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Can't open file: 'Tickets.MYI' (errno: 145) (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:590) [Thu Aug 16 14:52:36 2007] [crit]: Ticket could not be created due to an internal error (/usr/local/rt3/lib/RT/Interface/Email.pm:756) [Thu Aug 16 14:52:36 2007] [error]: Create failed: 0 / 0 / Ticket could not be created due to an internal error (/usr/local/rt3/lib/RT/Interface/Email.pm:762) [Thu Aug 16 14:52:39 2007] [crit]: Couldn't create a ticket: Internal Error: Couldn't execute the query 'INSERT INTO Tickets (Subject, Status, Queue, Creator, Owner, Started, Type, LastUpdatedBy, Resolved, Starts, Created, Priority, Due, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Can't open file: 'Tickets.MYI' (errno: 145) (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:590) [Thu Aug 16 14:52:39 2007] [crit]: Ticket could not be created due to an internal error (/usr/local/rt3/lib/RT/Interface/Email.pm:756) [Thu Aug 16 14:52:39 2007] [error]: Create failed: 0 / 0 / Ticket could not be created due to an internal error (/usr/local/rt3/lib/RT/Interface/Email.pm:762) [Thu Aug 16 14:52:40 2007] [crit]: Couldn't create a ticket: Internal Error: Couldn't execute the query 'INSERT INTO Tickets (Subject, Status, Queue, Creator, Owner, LastUpdatedBy, Started, Type, Starts, Resolved, Created, Priority, Due, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Can't open file: 'Tickets.MYI' (errno: 145) (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:590) [Thu Aug 16 14:52:40 2007] [crit]: Ticket could not be created due to an internal error (/usr/local/rt3/lib/RT/Interface/Email.pm:756) [Thu Aug 16 14:52:40 2007] [error]: Create failed: 0 / 0 / Ticket could not be created due to an internal error (/usr/local/rt3/lib/RT/Interface/Email.pm:762) ___ 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] Use 'Watcher = X' inestead of 'Requestor = X : RT 3.6.4
Ruslan released a patch for this a couple of weeks ago and posted it to the mailing list. It's attached here again: (See attached file: 3.6-searches_by_watchers_performance_fix.patch) James Moseley Jason Long [EMAIL PROTECTED] u To Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.comSubject Re: [rt-users] Use 'Watcher = X' inestead of 'Requestor = X : RT 08/16/2007 01:48 3.6.4 PM [EMAIL PROTECTED] wrote: Performing queries using 'Requestor = X OR Cc = X OR AdminCc =X' in 3.6.3 yielded very fast results - a few seconds. However, doing the same search in 3.6.4 resulted in a timeout after four minutes. Using 'Watcher = X' is the preferred solution, faster, etc (and what I am using now), yes, but I would expect Requestor or AdminCc queries in 3.6.4 to be just as fast in 3.6.3 not 100x slower. ;-) Just upgraded to 3.6.4 here, and I'm seeing the same thing. My queries using Request = X Or Cc = X Or AdminCc = X used to be pretty fast, now they're all timing out. I replaced them with Watcher = X, and now they complete before timing out, but they're still not as fast as the old queries were with 3.6.3. Jason ___ 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 3.6-searches_by_watchers_performance_fix.patch Description: Binary data ___ 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] Issue with RT system
Did you check to make sure the mysqld process is running? Have you checked the mysql logs for errors? If the mysqld process is running and your Tickets table exists, it's possible the Tickets table is corrupted. Try a repair table operation if so. And like Ole stated, you need to provide a lot more information in order to get help. James Moseley Tamer Tayea [EMAIL PROTECTED] ytouch.comTo Sent by: Ole Craig rt-users-bounces@ [EMAIL PROTECTED] lists.bestpractic cc al.comRT-Users RT-Users@lists.bestpractical.com Subject 08/16/2007 02:01 RE: [rt-users] Issue with RT system PM This server has been running for 3 years at least. Today , the server wan hung , I had to reboot it .. Since rebooting it , I am getting these errors. Yes, the backend is mysql.. How I go about fixing this db issue ( I am not expert on DB) Thanks Tamer -Original Message- From: Ole Craig [mailto:[EMAIL PROTECTED] Sent: Thursday, August 16, 2007 2:59 PM To: Tamer Tayea Cc: RT-Users Subject: RE: [rt-users] Issue with RT system On Thu, 2007-08-16 at 14:31 -0400, Tamer Tayea wrote: [...] [Thu Aug 16 14:52:36 2007] [crit]: Couldn't create a ticket: Internal Error: Couldn't execute the query 'INSERT INTO Tickets (Subject, Status, Queue, Creator, Owner, LastUpdatedBy, Started, Type, Starts, Resolved, Created, Priority, Due, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Can't open file: 'Tickets.MYI' (errno: 145) (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:590) [...] Tamer - What are you actually running? RT 3 covers years and years of development; 3.6.4 (latest stable) is *worlds* away from RT 3.0. Also, when asking for help on this list, you're more likely to get meaningful responses if you list all the components -- and versions thereof -- you're using to run RT: host OS, webserver, database, and RT codebase itself. Anyway, this is a database problem. Can't open file: 'Tickets.MYI' says to me that you're using a mysql backend, but the schema hasn't been created. Is this a new install? Did you run the database initializer? -- /Ole Craig Security Engineer Team lead, customer support [EMAIL PROTECTED] 303-381-3824 direct 303-381-3802 support 303-381-3880 fax www.stillsecure.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] I forgot how to do this
Matthew, what are you trying to accomplish? Are you trying to come up with a RT scrip to get these values from within RT, or do you simply need an outside script to provide these details? James Moseley Mathew Snyder [EMAIL PROTECTED] com To Sent by: RT Users rt-users-bounces@ rt-users@lists.bestpractical.com lists.bestpractic cc al.com Subject Re: [rt-users] I forgot how to do 08/09/2007 12:16 this PM Mathew Snyder wrote: I need to get a list of all of the values for one particular custom field. I had a script which did this after about a week or two of banging my head against my desk. However, I no longer have this script and am left banging my head again as I've forgotten how to gather this list up. I've tried using CustomFieldValue, CustomFieldValues, CustomField and CustomFields. I can't for the life of me figure out how to do this. Can someone point me in the right direction? Can anyone help with this? I've exhausted all of the ideas I've come up with to sort it out. Mathew ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ 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] I forgot how to do this
The easiest thing to do would be to write a simple perl script using a DB perl module, such as DBI, to query to the database using the syntax provided by Forrest yesterday: SELECT DISTINCT CustomFieldValues.Name FROM CustomFieldValues JOIN CustomFields ON CustomFields.id=CustomFieldValues.CustomField WHERE CustomField.Name='YourCustomField' I beleive you stated yesterday you wanted to avoid installing a perl module to do this, only wanted to use the API, etc. However, getting this info via direct SQL query seems to be the most straightforward approach to me. Unfortunatley, I am not familiar with the API, so I can't help you there. James Moseley Mathew Snyder [EMAIL PROTECTED] com To James Moseley 08/09/2007 12:27 [EMAIL PROTECTED] PM cc RT Users rt-users@lists.bestpractical.com Subject Re: [rt-users] I forgot how to do this I need an outside script to provide the details so I can feed them into another application. Keep up with me and what I'm up to: http://theillien.blogspot.com James Moseley wrote: Matthew, what are you trying to accomplish? Are you trying to come up with a RT scrip to get these values from within RT, or do you simply need an outside script to provide these details? James Moseley Mathew Snyder [EMAIL PROTECTED] com To Sent by: RT Users rt-users-bounces@ rt-users@lists.bestpractical.com lists.bestpractic cc al.com Subject Re: [rt-users] I forgot how to do 08/09/2007 12:16 this PM Mathew Snyder wrote: I need to get a list of all of the values for one particular custom field. I had a script which did this after about a week or two of banging my head against my desk. However, I no longer have this script and am left banging my head again as I've forgotten how to gather this list up. I've tried using CustomFieldValue, CustomFieldValues, CustomField and CustomFields. I can't for the life of me figure out how to do this. Can someone point me in the right direction? Can anyone help with this? I've exhausted all of the ideas I've come up with to sort it out. Mathew ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ 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] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install
I would assume /usr/local/lib/rt3 exists? Is /usr/share/rt3 simply a symbolic link to /usr/local/lib/rt3? If RT is actually installed in /usr/local/lib, then see if /usr/local/lib/rt3/local/html exists. Lastly, check your Apache config and logs to see where RT is pulling the RT logo from. That will at least give you start. If you still can't figure it out, simply edit the default Logo file (instead of trying to override the default Logo file by having the file local/html/Elements/Logo). James Moseley Luke E Morgan [EMAIL PROTECTED] .com To James Moseley 08/08/2007 10:09 [EMAIL PROTECTED] AM cc rt-users@lists.bestpractical.com Subject Re: [rt-users] Trying to change the logo. Fedora Core 7,RT3.6.3 yum install James, Thanks for pointing that out. I was following some instructions somewhere in setting that up. If I can find them, and I didn't just follow them wrong, then I'll correct them ! Unfortunately, your suggestion hasn't fixed my problem, but has got me thinking along different lines. I noticed these two lines in the System Configuration in the web interface RT::MasonLocalComponentRoot /usr/local/lib/rt3/html RT::LocalPath /usr/local/lib/rt3 Should either or both of these point to /usr/share/rt3/local/html ?? Luke (Embedded image moved to file: pic25547.gif)Inactive hide details for Re: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum installRe: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install (Embedded (Embedded image moved to file: pic32662.gif) image moved to file: Re: [rt-users] Trying to change the logo. Fedora Core 7, pic27644. RT3.6.3 yum install gif) (Embedded image moved to file: pic32757.gif) James Moseley (Embedded image moved to file: pic20037.gif) to: (Embedded image moved to file: pic12859.gif) Luke E Morgan, rt-users (Embedded image moved to file: pic08723.gif) 08/08/2007 15:44 Luke, just realized my response below was not sent to the list yesterday. Reading your recent post, I just noticed something from your original post yesterday: It has been installed into /usr/share/rt3 I've created /usr/local/rt3/html/Elements/ and copied the Logo file into that directory. I am not familiar with the FC7 yum package of RT, but if the RT is installed in /usr/share/rt3, why did you create your 'local' directory in /usr/local? You should have copied the Logo file to: /usr/share/rt3/local/html/Elements (if you install from source, you have to create the Elements directory). Unless there is something odd about the FC7 package, you currently have put your Logo file in a directory (/usr/local/x.x.x) that will never be read by RT. Perhaps you
Re: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install
Obviously, RT is installed in /usr/local/lib/rt3. To make custom changes to your logo without changing the default Logo file, put the customized Logo file in /usr/local/lib/rt3/local/htmlElements/Logo. Next, dump the $LocalPath setting in RT_SiteConfig.pm - it's not needed. BTW, what is the path to your RT_SiteConfig.pm file? And what's in /usr/share/rt3? Is this simply a symbolic link to /usr/local/lib/rt3? James Moseley Luke E Morgan [EMAIL PROTECTED] .com To James Moseley 08/08/2007 10:26 [EMAIL PROTECTED] AM cc rt-users@lists.bestpractical.com Subject Re: [rt-users] Trying to change the logo. Fedora Core 7,RT3.6.3 yum install It appears to be almost fixed now. The system configuration on the web interface has this line : RT::LocalPath /usr/local/lib/rt3 so I created /usr/local/lib/rt3/html/Elements/Logo and made that use the local logo that I wanted. Cleared the mason cache, restarted Apache and it worked !! I tried altering that variable in RT_SiteConfig.pm using this line, and it doesn't seem to have any effect Set( $LocalPath, '/usr/share/rt3/local/'); For the time being, I am happy to have the ability to create my own local config, but is there a particular reason why RT might be ignoring my SiteConfig of the LocalPath variable ? Thank you all for your help. (Embedded image moved to file: pic18467.gif)Inactive hide details for Re: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum installRe: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install (Embedded (Embedded image moved to file: pic26500.gif) image moved to file: Re: [rt-users] Trying to change the logo. Fedora Core 7, pic06334. RT3.6.3 yum install gif) (Embedded image moved to file: pic19169.gif) James Moseley (Embedded image moved to file: pic15724.gif) to: (Embedded image moved to file: pic11478.gif) Luke E Morgan, rt-users (Embedded image moved to file: pic29358.gif) 08/08/2007 15:44 Luke, just realized my response below was not sent to the list yesterday. Reading your recent post, I just noticed something from your original post yesterday: It has been installed into /usr/share/rt3 I've created /usr/local/rt3/html/Elements/ and copied the Logo file into that directory. I am not familiar with the FC7 yum package of RT, but if the RT is installed in /usr/share/rt3, why did you create your 'local' directory in /usr/local? You should have copied the Logo file to: /usr/share/rt3/local/html/Elements (if you install from source, you have to create the Elements directory). Unless there is something odd about the FC7 package, you currently have put your Logo file in a directory (/usr
Re: [rt-users] I forgot how to do this
I am sure you can do this by using a single mysql command, but... To get the numeric id of the custom field: mysql select id from CustomFields where Name='custom field name'; Grab the id, then: mysql select * from CustomFieldValues where CustomField='id'; James Moseley Mathew Snyder [EMAIL PROTECTED] com To Sent by: RT Users rt-users-bounces@ rt-users@lists.bestpractical.com lists.bestpractic cc al.com Subject [rt-users] I forgot how to do this 08/08/2007 02:40 PM I need to get a list of all of the values for one particular custom field. I had a script which did this after about a week or two of banging my head against my desk. However, I no longer have this script and am left banging my head again as I've forgotten how to gather this list up. I've tried using CustomFieldValue, CustomFieldValues, CustomField and CustomFields. I can't for the life of me figure out how to do this. Can someone point me in the right direction? -- Keep up with me and what I'm up to: http://theillien.blogspot.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] Query to find open tkts where customer hasn't been replied to
I don't think there is a way in RT to perform the search you want (at least not a straightforward one). You're best bet is to create a custom script to perform a mysql query that would identify tickets that would match the following criteria: (status is open) AND (last update was performed by the requestor) AND (difference in time between current time and last update is greater than one hour). James Moseley Gary Oberbrunner [EMAIL PROTECTED] m To James Moseley 08/08/2007 08:24 [EMAIL PROTECTED] PM cc rt-users@lists.bestpractical.com Subject Re: [rt-users] Query to find open tkts where customer hasn't been replied to James Moseley wrote: Additionally, you probably want to use a status of 'new'. New tickets mean they haven't been touched. Of course, new tickets don't have a 'Told' value. If a ticket is open, it's been touched in some manner, but it doesn't mean that the customer has been responded to... Are you looking for tickets that have never been touched but are more than an hour old, or you trying to identify all open tickets that simply haven't been updated within the last hour? Thanks for the reply, James. Not that it hasn't been updated, but specifically the customer updated the ticket (via email normally) and nobody's answered them. They're waiting for a response. I don't care if a ticket hasn't been updated for a couple of days, as long as we were the last ones to email the customer (i.e. the ball's in their court). If there were specific ticket states for who last updated the ticket that would help. Or if I could check LastUpdatedBy Owner that would do it too. Isn't this a common thing, to want to find the open tickets that aren't being handled in a timely fashion? == Gary ___ 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] request for feedback on a patch for RT 3.6.4
For me, this patch has worked perfectly. Right after my upgrade to 3.6.4, I had posted to this list regarding search timeouts when using AdminCC or CC searches, but got no response. Eventually, other folks started to have the same problem and as it turns out, it's only when using the 'OR' aggregator. It would have helped to have posted the actual search, I agree. Anyway, here's an example search that after four minutes timed out *before* the patch was applied: ( Status = 'new' OR Status = 'open' ) AND ( Cc.Name = 'user' OR AdminCc.Name = 'user' ) After applying the patch, the same search takes 1 second. This with a database of around 14,000 tickets. James Moseley Ruslan Zakirov [EMAIL PROTECTED] l.com To Sent by: RT users rt-users-bounces@ rt-users@lists.bestpractical.com lists.bestpractic cc al.com Subject [rt-users] request for feedback on 08/03/2007 11:25 a patch for RT 3.6.4 AM Hi, brave users of RT 3.6.4. In the mentioned version of RT I changed SQL queries we generate to searches tickets by watchers(requestors, cc or admicc). Logic of those queries is better now. However, I've broken performance of queries like Requestor = 'X' OR Owner = 'Y', Requestor = X OR Status = 'Y' and most probably other where condition on watcher is joined with another condition using OR aggregator. We have two ways to fix the problem. I sent one patch already to the list, but we really need more feedback (positive or negative) to make right choice, so I post it again. Please do the following steps to collect feedback I need. 1) build a query (see above) in the query builder using sane values for your setup 2) execute search and wait for results, we expect it to be very slow, so you shouldn't wait to much 3) apply the patch cd /opt/rt3; cat /path/to/the/patch | patch -p0 4) stop and start web server 5) try search again Send feedback. People who know how to deal with slow-logs, explain are more than welcome to send additional info, but even if you don't know how to deal with those it's ok, just send description of the system behavior and wallclock timings. 6) revert patch cat /path/to/the/patch | patch -p0 -R 7) stop and start web server -- Best regards, Ruslan. (See attached file: 3.6-searches_by_watchers_performance_fix.patch) ___ 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 3.6-searches_by_watchers_performance_fix.patch Description: Binary data ___ 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] Default password
Well, sounds like you have a mysql problem now. While logged into your RT host, and assuming you have a mysql client installed, can you successfully connect the mysqld instance on 10.12.14.164? What happens when you do: mysql -u root -p -h 10.12.14.164 What about: mysql -u root -p -h 10.12.14.164 rt3 In the examples above, you will be prompted for the password. James Moseley John Oliver [EMAIL PROTECTED] ver.net To Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.comSubject Re: [rt-users] Default password 08/02/2007 01:09 PM On Thu, Aug 02, 2007 at 02:39:18AM +0400, Ruslan Zakirov wrote: Here is the DatabaseRTHost option in the config that comes into play. Set it to '10.12.14.164' before running `make initdb`. As well you can use --with-db-rt-host option of the configure script to set it, note that you MUST run `make install` again before `make initdb` in this case. Ahh! Now I'm getting closer. [EMAIL PROTECTED] ~]# /usr/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your mysql instance on 10.12.14.149 as root. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. Creating mysql database rt3. Now populating database schema. Creating database schema. readline() on closed filehandle SCHEMA_LOCAL at /usr/sbin/rt-setup-database line 192. Done setting up database schema. Now inserting database ACLs DBD::mysql::st execute failed: Access denied for user 'root'@'10.12.14.164' to database 'rt3' at /usr/sbin/rt-setup-database line 345. Problem with statement: GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON rt3.* TO rt_user@'10.12.14.164' IDENTIFIED BY '***'; Access denied for user 'root'@'10.12.14.164' to database 'rt3' at /usr/sbin/rt-setup-database line 346. On the MySQL server, I did: grant all on *.* to 'root'@'10.12.14.164' identified by '' but am still getting that error. Thanks! -- *** * John Oliver http://www.john-oliver.net/ * * * *** ___ 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] Default password
Sorry, I got the IP addresses backwards. What I wanted you to figure out was if you could connect to the db server from the RT server using the 'root' user via mysql client. From the RT server try: mysql -u root -p -h 10.12.14.149 What about: mysql -u root -p -h 10.12.14.149 rt3 If you can connect successfully to the rt3 database using the 2nd command above, try creating a test table: mysql create table testing123; If your manual connection attempts to the mysql database or your table creation attempt fails, then you simply haven't set your permissions correctly for the root user. At that point, I would suggest you read the mysql help pages regarding grant permission syntax: http://dev.mysql.com/doc/refman/5.0/en/grant.html Also, disable selinux on the DB server, if applicable. James Moseley John Oliver [EMAIL PROTECTED] ver.net To Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.comSubject Re: [rt-users] Default password 08/02/2007 03:41 PM On Thu, Aug 02, 2007 at 01:44:41PM -0500, James Moseley wrote: Well, sounds like you have a mysql problem now. While logged into your RT host, and assuming you have a mysql client installed, can you successfully connect the mysqld instance on 10.12.14.164? What happens when you do: mysql -u root -p -h 10.12.14.164 What about: mysql -u root -p -h 10.12.14.164 rt3 In the examples above, you will be prompted for the password. There is no MySQL running on .164 MySQL is on .149 I'm absolutely sure that this is a MySQL issue... it appears that root on .164 doesn't have the correct privileges on .149 I tried to at least temporarily give [EMAIL PROTECTED] full access on .149 but it didn't work as expected. My first guess is that rt-setup-database is trying to be too selective in the permissions it's granting... we can see that it's trying to give GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE to rt_user, so maybe when it creates the rt3 database it is using something other than ALL for 'root'? Access denied for user 'root'@'10.12.14.164' to database 'rt3' at /usr/sbin/rt-setup-database line 346. Since 'root'@'10.12.14.164' created rt3, that's the only reason I can think of that it's failing... the creator doesn't have enough privileges, or is assuming that the database is on localhost, if that makes a difference. On Thu, Aug 02, 2007 at 02:39:18AM +0400, Ruslan Zakirov wrote: Here is the DatabaseRTHost option in the config that comes into play. Set it to '10.12.14.164' before running `make initdb`. As well you can use --with-db-rt-host option of the configure script to set it, note that you MUST run `make install` again before `make initdb` in this case. Ahh! Now I'm getting closer. [EMAIL PROTECTED] ~]# /usr/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your mysql instance on 10.12.14.149 as root. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. Creating mysql database rt3. Now populating database schema. Creating database schema. readline() on closed filehandle SCHEMA_LOCAL at /usr/sbin/rt-setup-database line 192. Done setting up database schema. Now inserting database ACLs DBD::mysql::st execute failed: Access denied for user 'root'@'10.12.14.164' to database 'rt3' at /usr/sbin/rt-setup-database line 345. Problem with statement: GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON rt3.* TO rt_user@'10.12.14.164' IDENTIFIED BY '***'; Access denied for user 'root'@'10.12.14.164' to database 'rt3' at /usr/sbin/rt-setup-database line 346. On the MySQL server, I did: grant all on *.* to 'root'@'10.12.14.164' identified by '' but am still getting that error. Thanks! -- *** * John Oliver http://www.john
Re: [rt-users] RT not connecting to database?
Good. I wouldn't waste my time trying to tweak selinux. It sounds like it's behind a firewall on an internal netwrok, so why turn it on at all. There are many other things that will break with selinux turned on... James Moseley John Oliver [EMAIL PROTECTED] ver.net To James Moseley 07/31/2007 03:21 [EMAIL PROTECTED] PM cc Subject Re: [rt-users] RT not connecting to database? On Mon, Jul 30, 2007 at 08:13:22PM -0500, James Moseley wrote: Ruslan makes a good point. In FC6 and FC7, selinux is enabled by default. You definitely want to turn that off. Make sure you add: SELINUX=disabled HOLY CRAP THAT WAS IT I used to install with SELinux disabled by habit. After attending the Red Hat Expo, I left it enabled... they had gone on and on about how things were different, etc. and I believed them :-) I may see if I can figure out the right fix for SELinux rather than leaving it disabled. But this is an internal server with no connection to the outside world, so I'm not going to get too bent out of shape over this. Thanks!!! -- *** * John Oliver http://www.john-oliver.net/ * * * *** ___ 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 not connecting to database?
Ruslan makes a good point. In FC6 and FC7, selinux is enabled by default.
You definitely want to turn that off. Make sure you add:
SELINUX=disabled
to the following file: /etc/selinux/config
Then reboot.
James Moseley
Ruslan Zakirov
[EMAIL PROTECTED]
l.com To
Sent by: John Oliver
rt-users-bounces@ [EMAIL PROTECTED]
lists.bestpractic cc
al.comrt-users@lists.bestpractical.com
Subject
Re: [rt-users] RT not connecting to
07/30/2007 08:05 database?
PM
Just to make it clear. The error you're seeing has nothing to do with
access control or something like that: names of users, passwords and
etc. It has nothing to do with any perl modules other than DBD::mysql,
but I'm sure it has nothing to do with the latter.
This error means that mysql client library can not CONNECT to a
server. Quick search through mysql site confirm my assumption
http://dev.mysql.com/doc/refman/5.0/en/can-not-connect-to-server.html.
Another thing in the error is the number 13. Fast googling and
grepping though *.h files in my system suggest that it EACCESS error
code of the linux kernel, however it may be something else. Depends on
the system you're using. Ok, let's assume you're using some linux
distro, then the error you're seeing is generated by the host RT is
started on, otherwise you get some 1xx code. I see several reasons
that can cause it: firewall, selinux or another security extension of
the system. Why don't you see the same error when connect to the mysql
server from command line? You start RT as part of apache server, the
sever runs under user xxx(web, apache, nobody). During testing
you're using another account.
On 7/24/07, John Oliver [EMAIL PROTECTED] wrote:
When I hit my RT install in a browser, I get an Internet Server Error.
The error_log says:
DBI connect('dbname=rt3;host=10.12.14.149','rt_user',...) failed: Can't
connect to MySQL server on '10.12.14.149' (13) at
/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106
Connect Failed Can't connect to MySQL server on '10.12.14.149' (13)
at /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 205
[Mon Jul 23 13:20:52 2007] [warn] (104)Connection reset by peer:
mod_fcgid: read data from fastcgi server error.
[Mon Jul 23 13:20:52 2007] [error] [client 192.168.2.231] Premature end
of script headers: mason_handler.fcgi
But:
[EMAIL PROTECTED] ~]# mysqladmin -h 10.12.14.149 -u rt_user -p ping
Enter password:
mysqld is alive
The MySQL server is up, running, and available.
--
***
* John Oliver http://www.john-oliver.net/ *
* *
***
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Best regards, Ruslan.
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Re: [rt-users] RT not connecting to database?
Have you checked the mysql logs or done a 'show processlist' in a mysql shell to see if the connection attempt by RT is even making it to the mysql server? James Moseley John Oliver [EMAIL PROTECTED] ver.net To Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.comSubject Re: [rt-users] RT not connecting to database? 07/26/2007 05:09 PM On Thu, Jul 26, 2007 at 07:02:53PM +0100, Roy El-Hames wrote: Sorry I have n't the rest of the thread available .. is your mysql and the web (where rt is )on the same server ?? No. can you from the command line connect to the rt3 (or whatever your rt database) using the same username and password in RT_SiteConfig ?? Yes. -- *** * John Oliver http://www.john-oliver.net/ * * * *** ___ 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: Re: [rt-users] RT not connecting to database?
Please list the Set($Database* entries you have in RT_SiteConfig.pm
Also, have you run 'make testdeps' to see if you are missing any perl
modules?
James Moseley
John Oliver
[EMAIL PROTECTED]
ver.net To
Sent by: rt-users@lists.bestpractical.com
rt-users-bounces@ cc
lists.bestpractic
al.comSubject
Re: Re: [rt-users] RT not
connecting to database?
07/25/2007 04:10
PM
On Tue, Jul 24, 2007 at 10:20:27AM -0700, John Oliver wrote:
On Tue, Jul 24, 2007 at 08:13:24AM +0200, Ham MI-ID, Torsten Brumm wrote:
Is the server at the same box or on a separated box? How does your
setup looks like?
The database is on a separate host. It can be accessed with mysqladmin
from the host running RT, so there isn't a firewall or anything.
-Original Message-
On Mon, Jul 23, 2007 at 11:13:41PM +0200, Ham MI-ID, Torsten Brumm
wrote:
Does this error happen all the time or after a longer time without
any usage?
All the time.
-Original Message-
From: [EMAIL PROTECTED]
[EMAIL PROTECTED]
To: rt-users@lists.bestpractical.com
rt-users@lists.bestpractical.com
Sent: Mon Jul 23 22:25:23 2007
Subject: [rt-users] RT not connecting to database?
When I hit my RT install in a browser, I get an Internet Server
Error.
The error_log says:
DBI connect('dbname=rt3;host=10.12.14.149','rt_user',...) failed:
Can't
connect to MySQL server on '10.12.14.149' (13) at
/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line
106
Connect Failed Can't connect to MySQL server on '10.12.14.149' (13)
at /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 205
[Mon Jul 23 13:20:52 2007] [warn] (104)Connection reset by peer:
mod_fcgid: read data from fastcgi server error.
[Mon Jul 23 13:20:52 2007] [error] [client 192.168.2.231] Premature
end
of script headers: mason_handler.fcgi
I can run mason_handler.fcgi from the command line and get results,
so... some issue with the Apache configuration?
I'm still having this problem.
I configured Apache to use mod_perl instead of fcgid and I get the same
results.
The databaase is accessible, but RT won't access it. I'm stumped.
Could this be an issue with perl-DBI? Or something else?
How can I troubleshoot further? I'm stuck.
--
***
* John Oliver http://www.john-oliver.net/ *
* *
***
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Re: [rt-users] monitoring RT
That's why folks hire system admins - so when things stop working, they can restart them. ;-) Other than monitoring HTTP and MYSQL via Nagios, you could always write a Nagios plugin that would bring up the RT login page and login with a real username and password. If that is successful, then you consider RT to be up. If the login attempt generates errors or times out, then you can assume that RT is 'down' and Nagios generates an alert. James Moseley Nicholas Clark [EMAIL PROTECTED] Sent by: To rt-users-bounces@ Drew Barnes lists.bestpractic [EMAIL PROTECTED] al.com cc rt-users@lists.bestpractical.com Subject 07/23/2007 09:17 Re: [rt-users] monitoring RT AM Nicholas Clark wrote: We're going to make the RT self-service interface visible to our external clients. We'd like to monitor it, so that we know if it's down? What's the best way to monitor RT? Are there any built in pages that would let us quickly tell that (say) 1: users can log in 2: the RT web application has a live connection to a working database without burning lots of CPU? Have I missed anything key to check? On Mon, Jul 23, 2007 at 10:15:35AM -0400, Drew Barnes wrote: Nagios (or something similar) monitoring each of the services seems the easiest way to me. And if RT goes down, just have Nagios send an alert into RT andoh, wait... Yes, but this doesn't catch the case where the web server is working, the database is working, but the mod_perl has got itself into a state where the database handle is invalid and spewing errors, but DBI still thinks that it's connected. I was already assuming that the low level services could be monitored easily. Nicholas Clark ___ 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] query problem after 3.4.5 - 3.6.4 upgrade
Your problem may have something to do with the following statement issued in the 3.6.4 release notes: Use 'Watcher = X' inestead of 'Requestor = X OR Cc = X OR AdminCc = X' in the SelfService interface. Both queries do quite the same job, but the former is significantly faster. I ran into query problems as well when trying to search via Requestor, AdminCc, Cc, etc, after upgrading to 3.6.4. James Moseley Brian Kerr [EMAIL PROTECTED] m To Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.comSubject [rt-users] query problem after 3.4.5 - 3.6.4 upgrade 07/23/2007 09:22 AM Hi, This ticket system has been upgraded from 2.0.12 - 3.4.5 - 3.6.4. Mysql 4.1.22, Centos 4.4, apache 2.0.52, mod_fastcgi. When doing a search by requestor/owner email address now, we are getting a nasty query produced. Here are the details of the query. Let me know if you need any more information. Thanks, Brian # Query_time: 621 Lock_time: 0 Rows_sent: 1 Rows_examined: 420186151 SELECT COUNT(DISTINCT main.id) FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (main.Status != 'deleted') AND ( ( Users_3.EmailAddress LIKE '%username%' AND CachedGroupMembers_2.id IS NOT NULL ) OR main.Status = 'new' OR main.Status = 'open') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id); mysql explain SELECT COUNT(DISTINCT main.id) FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (main.Status != 'deleted') AND ( ( Users_3.EmailAddress LIKE '%username%' AND CachedGroupMembers_2.id IS NOT NULL ) OR main.Status = 'new' OR main.Status = 'open') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id); ++-+--++---++-++---+--+ | id | select_type | table| type | possible_keys | key| key_len | ref| rows | Extra| ++-+--++---++-++---+--+ | 1 | SIMPLE | Users_3 | index | NULL | Users4 | 121 | NULL | 1609 | Using index | | 1 | SIMPLE | Groups_1 | ref| Groups1,Groups2 | Groups2| 65 | const | 10626 | Using where; Using index | | 1 | SIMPLE | main | eq_ref | PRIMARY,Tickets4,Tickets5 | PRIMARY| 4 | rt3.Groups_1.Instance | 1 | Using where | | 1 | SIMPLE | CachedGroupMembers_2 | ref| DisGrouMem,GrouMem| DisGrouMem | 10 | rt3.Groups_1.id,rt3.Users_3.id | 1 | Using where; Using index | ++-+--++---++-++---+--+ 4 rows in set (0.00 sec) ___ 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
Re: [rt-users] RT 3.6.4 on CentOS 4.5: FastCgiIpcDir /tmp: already defined?
That help document tells you to place RT-related Apache configs in: /etc/httpd/conf.d/FastCGI.conf Then later it tells you to edit the /etc/httpd/conf/httpd.conf file to place more RT-related content there. But technically, those lines are commented out... Anyway, the problem as I see it is that there are two operations that are defined twice via the two config files: FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 Make sure the above two lines are included in only one of the configs and then restart. James Moseley Pooh-Bah [EMAIL PROTECTED] hoo.com To Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.comSubject [rt-users] RT 3.6.4 on CentOS 4.5: FastCgiIpcDir /tmp: already 07/20/2007 10:25 defined? AM I am installing RT 3.6.4 on a CentOS release 4.5, Kernel 2.6.9-55.0.2.EL virtual machine. I am using the instructions from the Red Hat Enterprise Linux 4 Update2 + RT 3.6.3 + FastCGI 2.4.2 Install Guide at http://wiki.bestpractical.com/view/RHEL4InstallGuide . When I do a /etc/init.d/httpd start I get the error: -cut- Starting httpd: Syntax error on line 1039 of /etc/httpd/conf/httpd.conf: FastCgiIpcDir /tmp: already defined as /tmp -cut- I have tried to google and search the RT_users archives but do not seem to find a fix. Can anyone please help me solve this? Building a website is a piece of cake. Yahoo! Small Business gives you all the tools to get online. http://smallbusiness.yahoo.com/webhosting ___ 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] Change RTname smoothly...
The code below will work, yes. As for changing RT name, yes, you have to
change $rtname in RT_SiteConfig.pm. You don't need to make any changes to
the database.
However, rather than changing the code in EmailParser.pm, you can
accomplish the same thing by adding the following into RT_SiteConfig.pm:
Set($EmailSubjectTagRegex, qr/(?:old RT name|new RT name)/i );
James Moseley
Carlos R. S.
[EMAIL PROTECTED]
dei.uc.pt To
Sent by: rt-users@lists.bestpractical.com
rt-users-bounces@ cc
lists.bestpractic
al.comSubject
[rt-users] Change RTname
smoothly...
06/06/2007 05:53
AM
Hi,
I need to change my rtname, but has the server is in production, I’ve got
to be pretty sure nothing is going to go wrong.
I found some info about some extra lines to add to the EmailParser.pm:
*** ./lib/RT/EmailParser.pm~ 2004-06-15 02:08:15.0 +0200
--- ./lib/RT/EmailParser.pm 2004-08-23 18:58:47.0 +0200
***
*** 332,337
--- 332,342
$RT::Logger-debug(Found a ticket ID. It's $id);
return ($id);
}
+ elsif ($Subject =~ s/\[OldName \#(\d+)\]//i) {
+ my $id = $1;
+ $RT::Logger-debug(Found an old (OldName) ticket ID. It's $id);
+ return ($id);
+ }
else {
return (undef);
}
But I have to be pretty sure this will work… and about changing Rtname
itself, should I alter it in RT_SiteConfig.pm, and make initialize-database
or doing this will initialize all the info instead of only the rtname?
How should I do it? Any advice from someone who has done it…?
(See attached file: smime.p7s)
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smime.p7s
Description: Binary data
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