[rt-users] Adding email address (that is used in another queue) to a ticket in a different queue
Hi all, We are facing a strange behaviour in the RT, let's say I send an email to supp...@mydomain.com, and this generate a ticket in support queue, afterwards I CC this ticket with an address helpd...@mydomain.com (which is supposed to generate a ticket within helpdesk queue) So what is happening is that no ticket is generated for helpdesk queue (which make sense) but two emails are recorded and send to support queue. What I would expect is that helpdesk queue users receive an email notifying them that there is a ticket that has been sent to them. What part of the RT is managing this feature? Thanks a lot. We are using RT 4.2.11 -- Josep Manel Andrés (josep.and...@bsc.es) Operations - Barcelona Supercomputing Centre C/ Jordi Girona, 31 http://www.bsc.es 08034 Barcelona, Spain Tel: +34-93-405 42 14 e-mail: syst...@bsc.es Fax: +34-93-413 77 21 --- WARNING / LEGAL TEXT: This message is intended only for the use of the individual or entity to which it is addressed and may contain information which is privileged, confidential, proprietary, or exempt from disclosure under applicable law. If you are not the intended recipient or the person responsible for delivering the message to the intended recipient, you are strictly prohibited from disclosing, distributing, copying, or in any way using this message. If you have received this communication in error, please notify the sender and destroy and delete any copies you may have received. http://www.bsc.es/disclaimer
Re: [rt-users] Needing some advice on migration/upgrade plans
Hi, I've had problems with migrating from sles 11, to sles 12 or centos 7, which use MariaDB,but the problem was when upgrading the DDBB with the script provided, at some point it got stacked and filled up the disk with innoDB log data(I think it was, don't remember...) but with CentOS 6.6 the script worked great. Best. On 30/07/15 10:23, Aaron Hockett wrote: Hello all, I have some upcoming work that in light of lack of specific documentation to my questions, I figured I would ask the list. First and foremost, I have a server migration planned in the next few weeks where we’ve moving off an old metal box to a VM. We’re currently running RT ver. 4.0.9 Moving from CentOS 4.3 w/ MySQL 5.0.x Apache 2.0.x CentOS 6.6 MariaDB 5.5 Apache 2.2.15 Both 64 bit. In all the reading the areas of which I need to migrate are: MySQL Database /opt/rt4/ I’m now the 2^nd or 3^rd gen DevOPs person to touch this server so I can’t wait for things to go sideways… yeah. That said, I’ve tried to keep up on the mailing lists but have there been any horror stories going from MySQL to MariaDB? The first part of the migration is simply a 1-to-1 move where I am not upgrading the database nor the version. This will make sure everything is migrated properly and all the kinks (if any) are worked out prior to moving up to the latest release 4.2.11. As for moving them, I’ve already got a script that provides me a MySQL dump and a TAR of the web directories so I should be set with that. The second part of my question; To help better maintain the site, I am wanting a development box to test new features and add-ons once we get upgraded. One of the things that I’m running into is the naming. Right now our RT server is listed as: “rt.domain.com” and my development box I want to have “devrt.domain.com” Is there / does anyone have a SED script to go in and change all the variables of “rt.domain.com” to “devrt.domain.com”? If not, is there an easier way to have a version of your production database on another box and easily deal with a different DNS name for the server? Thank you for your time. =Aaron *Aaron Hockett**|*Network Operations NOC: (866) 366-2638 Opt 1, Opt 1 *| *Fax(503) 227-8585 LS Networks *|* 921 SW Washington Street *|* Suite 370 *|* Portland, OR 97205 ahock...@lsnetworks.net <mailto:ahock...@lsnetworks.net> | www.lsnetworks.net <http://www.lsnetworks.net/> -- Josep Manel Andrés (josep.and...@bsc.es) Operations - Barcelona Supercomputing Centre C/ Jordi Girona, 31 http://www.bsc.es 08034 Barcelona, Spain Tel: +34-93-405 42 14 e-mail: syst...@bsc.es Fax: +34-93-413 77 21 --- WARNING / LEGAL TEXT: This message is intended only for the use of the individual or entity to which it is addressed and may contain information which is privileged, confidential, proprietary, or exempt from disclosure under applicable law. If you are not the intended recipient or the person responsible for delivering the message to the intended recipient, you are strictly prohibited from disclosing, distributing, copying, or in any way using this message. If you have received this communication in error, please notify the sender and destroy and delete any copies you may have received. http://www.bsc.es/disclaimer
Re: [rt-users] Locating "The RT System itself "
Does it help? machine:# grep -ri "The RT System itself" * lib/RT/Handle.pm:RealName => 'The RT System itself', On 27/07/15 11:27, ARBEZ Christophe wrote: The RT System itself -- Josep Manel Andrés (josep.and...@bsc.es) Operations - Barcelona Supercomputing Centre C/ Jordi Girona, 31 http://www.bsc.es 08034 Barcelona, Spain Tel: +34-93-405 42 14 e-mail: syst...@bsc.es Fax: +34-93-413 77 21 --- WARNING / LEGAL TEXT: This message is intended only for the use of the individual or entity to which it is addressed and may contain information which is privileged, confidential, proprietary, or exempt from disclosure under applicable law. If you are not the intended recipient or the person responsible for delivering the message to the intended recipient, you are strictly prohibited from disclosing, distributing, copying, or in any way using this message. If you have received this communication in error, please notify the sender and destroy and delete any copies you may have received. http://www.bsc.es/disclaimer
Re: [rt-users] Make Custom Field Non Mandatory
Hi David, Right, leaving this field blank works. Thanks a lot! On 15/07/15 13:16, David Ocana wrote: Hi Josep, Have you tried leaving the Validation field blank? Cheers, David On 15/07/15 11:53, Josep Manel Andrés wrote: Hi, I have a CF which Validation is set to (?#Mandatory). Making it mandatory to select one of the items from the list. How can I make it optional? I mean, I can select or not an value. Thank you in advance!! Josep Manel WARNING / LEGAL TEXT: This message is intended only for the use of the individual or entity to which it is addressed and may contain information which is privileged, confidential, proprietary, or exempt from disclosure under applicable law. If you are not the intended recipient or the person responsible for delivering the message to the intended recipient, you are strictly prohibited from disclosing, distributing, copying, or in any way using this message. If you have received this communication in error, please notify the sender and destroy and delete any copies you may have received. http://www.bsc.es/disclaimer -- Josep Manel Andrés (josep.and...@bsc.es) Operations - Barcelona Supercomputing Centre C/ Jordi Girona, 31 http://www.bsc.es 08034 Barcelona, Spain Tel: +34-93-405 42 14 e-mail: syst...@bsc.es Fax: +34-93-413 77 21 --- WARNING / LEGAL TEXT: This message is intended only for the use of the individual or entity to which it is addressed and may contain information which is privileged, confidential, proprietary, or exempt from disclosure under applicable law. If you are not the intended recipient or the person responsible for delivering the message to the intended recipient, you are strictly prohibited from disclosing, distributing, copying, or in any way using this message. If you have received this communication in error, please notify the sender and destroy and delete any copies you may have received. http://www.bsc.es/disclaimer
[rt-users] Make Custom Field Non Mandatory
Hi, I have a CF which Validation is set to (?#Mandatory). Making it mandatory to select one of the items from the list. How can I make it optional? I mean, I can select or not an value. Thank you in advance!! Josep Manel WARNING / LEGAL TEXT: This message is intended only for the use of the individual or entity to which it is addressed and may contain information which is privileged, confidential, proprietary, or exempt from disclosure under applicable law. If you are not the intended recipient or the person responsible for delivering the message to the intended recipient, you are strictly prohibited from disclosing, distributing, copying, or in any way using this message. If you have received this communication in error, please notify the sender and destroy and delete any copies you may have received. http://www.bsc.es/disclaimer
Re: [rt-users] RT 3.8.8 upgrade stacked on database upgrade
Well, I've just realized that the schema upgrade was not needed for moving from 3.8.8 to 4.x.x, but however I have had the same issue, the hard drive is filling when doing: make upgrade-database On 02/07/15 14:55, Josep Manel Andrés wrote: Hi all, I went through all the documentation that I've found to upgrade from 3.8.8 to 4.2.11(from old server to a new one) so what I am doing is: I am using SLES12, MariaDB 10.0.16 -Create DDBB for the rt04 MariaDB [(none)]> create database rt4; -Load rt3 dump to the new DDBB named rt4 mysql -u root -p --default-character-set=binary rt4 < /srv/tmp/rt3.sql -Create schema perl etc/upgrade/upgrade-mysql-schema.pl rt4 rt_user rt_pass > queries.sql -Load schema mysql -u rt_user -p rt4 < queries.sql -Make upgrade make upgrade-database And at this point the upgrade stops and drops an error (after filling up the disk). I've got a 10G database within a 100G hard drive, Proceed [y/N]:y Processing 3.8.9 Now inserting data. Processing 3.9.1 Now inserting data. Processing 3.9.2 Now inserting data. Processing 3.9.3 Now populating database schema. Processing 3.9.5 Now populating database schema. [11216] [Thu Jul 2 12:50:44 2015] [critical]: DBD::mysql::st execute failed: Lost connection to MySQL server during query at /root/rt-4.2.11/sbin/../lib/RT/Handle.pm line 552. (/root/rt-4.2.11/sbin/../lib/RT.pm:389) DBD::mysql::st execute failed: Lost connection to MySQL server during query at /root/rt-4.2.11/sbin/../lib/RT/Handle.pm line 552. Makefile:389: recipe for target 'upgrade-database' failed make: *** [upgrade-database] Error 9 The file that is taking up the space is: #sql-ib162-2876089901.ibd nearly 80G Those are the logs from /var/log/mysql/mysqld.log It is possible that mysqld could use up to key_buffer_size + (read_buffer_size + sort_buffer_size)*max_threads = 137034 K bytes of memory Hope that's ok; if not, decrease some variables in the equation. Thread pointer: 0x0x0 Attempting backtrace. You can use the following information to find out where mysqld died. If you see no messages after this, something went terribly wrong... stack_bottom = 0x0 thread_stack 0x48000 /usr/sbin/mysqld(my_print_stacktrace+0x29)[0xb72d89] /usr/sbin/mysqld(handle_fatal_signal+0x515)[0x71dbc5] /lib64/libpthread.so.0(+0xf890)[0x7f1effc44890] /lib64/libc.so.6(gsignal+0x37)[0x7f1efea5b187] /lib64/libc.so.6(abort+0x118)[0x7f1efea5c538] /usr/sbin/mysqld[0x9eef64] /lib64/libpthread.so.0(+0x80a4)[0x7f1effc3d0a4] /lib64/libc.so.6(clone+0x6d)[0x7f1efeb0b08d] The manual page at http://dev.mysql.com/doc/mysql/en/crashing.html contains information that should help you find out what is causing the crash. 150702 14:50:45 mysqld_safe Number of processes running now: 0 150702 14:50:45 mysqld_safe mysqld restarted 150702 14:50:46 [Note] InnoDB: Using mutexes to ref count buffer pool pages 150702 14:50:46 [Note] InnoDB: The InnoDB memory heap is disabled 150702 14:50:46 [Note] InnoDB: Mutexes and rw_locks use GCC atomic builtins 150702 14:50:46 [Note] InnoDB: Memory barrier is not used 150702 14:50:46 [Note] InnoDB: Compressed tables use zlib 1.2.8 I would really appreciate any help on this. Best regards. Josep -- Josep Manel Andrés (josep.and...@bsc.es) Operations - Barcelona Supercomputing Centre C/ Jordi Girona, 31 http://www.bsc.es 08034 Barcelona, Spain Tel: +34-93-405 42 14 e-mail: syst...@bsc.es Fax: +34-93-413 77 21 --- WARNING / LEGAL TEXT: This message is intended only for the use of the individual or entity to which it is addressed and may contain information which is privileged, confidential, proprietary, or exempt from disclosure under applicable law. If you are not the intended recipient or the person responsible for delivering the message to the intended recipient, you are strictly prohibited from disclosing, distributing, copying, or in any way using this message. If you have received this communication in error, please notify the sender and destroy and delete any copies you may have received. http://www.bsc.es/disclaimer
[rt-users] RT 3.8.8 upgrade stacked on database upgrade
Hi all, I went through all the documentation that I've found to upgrade from 3.8.8 to 4.2.11(from old server to a new one) so what I am doing is: I am using SLES12, MariaDB 10.0.16 -Create DDBB for the rt04 MariaDB [(none)]> create database rt4; -Load rt3 dump to the new DDBB named rt4 mysql -u root -p --default-character-set=binary rt4 < /srv/tmp/rt3.sql -Create schema perl etc/upgrade/upgrade-mysql-schema.pl rt4 rt_user rt_pass > queries.sql -Load schema mysql -u rt_user -p rt4 < queries.sql -Make upgrade make upgrade-database And at this point the upgrade stops and drops an error (after filling up the disk). I've got a 10G database within a 100G hard drive, Proceed [y/N]:y Processing 3.8.9 Now inserting data. Processing 3.9.1 Now inserting data. Processing 3.9.2 Now inserting data. Processing 3.9.3 Now populating database schema. Processing 3.9.5 Now populating database schema. [11216] [Thu Jul 2 12:50:44 2015] [critical]: DBD::mysql::st execute failed: Lost connection to MySQL server during query at /root/rt-4.2.11/sbin/../lib/RT/Handle.pm line 552. (/root/rt-4.2.11/sbin/../lib/RT.pm:389) DBD::mysql::st execute failed: Lost connection to MySQL server during query at /root/rt-4.2.11/sbin/../lib/RT/Handle.pm line 552. Makefile:389: recipe for target 'upgrade-database' failed make: *** [upgrade-database] Error 9 The file that is taking up the space is: #sql-ib162-2876089901.ibd nearly 80G Those are the logs from /var/log/mysql/mysqld.log It is possible that mysqld could use up to key_buffer_size + (read_buffer_size + sort_buffer_size)*max_threads = 137034 K bytes of memory Hope that's ok; if not, decrease some variables in the equation. Thread pointer: 0x0x0 Attempting backtrace. You can use the following information to find out where mysqld died. If you see no messages after this, something went terribly wrong... stack_bottom = 0x0 thread_stack 0x48000 /usr/sbin/mysqld(my_print_stacktrace+0x29)[0xb72d89] /usr/sbin/mysqld(handle_fatal_signal+0x515)[0x71dbc5] /lib64/libpthread.so.0(+0xf890)[0x7f1effc44890] /lib64/libc.so.6(gsignal+0x37)[0x7f1efea5b187] /lib64/libc.so.6(abort+0x118)[0x7f1efea5c538] /usr/sbin/mysqld[0x9eef64] /lib64/libpthread.so.0(+0x80a4)[0x7f1effc3d0a4] /lib64/libc.so.6(clone+0x6d)[0x7f1efeb0b08d] The manual page at http://dev.mysql.com/doc/mysql/en/crashing.html contains information that should help you find out what is causing the crash. 150702 14:50:45 mysqld_safe Number of processes running now: 0 150702 14:50:45 mysqld_safe mysqld restarted 150702 14:50:46 [Note] InnoDB: Using mutexes to ref count buffer pool pages 150702 14:50:46 [Note] InnoDB: The InnoDB memory heap is disabled 150702 14:50:46 [Note] InnoDB: Mutexes and rw_locks use GCC atomic builtins 150702 14:50:46 [Note] InnoDB: Memory barrier is not used 150702 14:50:46 [Note] InnoDB: Compressed tables use zlib 1.2.8 I would really appreciate any help on this. Best regards. Josep WARNING / LEGAL TEXT: This message is intended only for the use of the individual or entity to which it is addressed and may contain information which is privileged, confidential, proprietary, or exempt from disclosure under applicable law. If you are not the intended recipient or the person responsible for delivering the message to the intended recipient, you are strictly prohibited from disclosing, distributing, copying, or in any way using this message. If you have received this communication in error, please notify the sender and destroy and delete any copies you may have received. http://www.bsc.es/disclaimer
