[rt-users] retry if no database currently available
Hi, I am using rt42-4.2.12 in FreeBSD jail (let's call it apache jail). mysql56-server-5.6.27 is in another jail on the same host (let's call it mysql jail). When host starts, apache jail is instructed to start after mysql jail. However, it appears that mysql database in mysql jail is not fully functional at the time of apache24's start in apache jail. This results in the following error: Mar 7 08:54:09 apache3 RT: [1799] Since your configuration exists (/usr/local/etc/rt42/RT_SiteConfig.pm) but is not writable, I'm refusing to do anything. First thing that came to my mind was to introduce some kind of delay, at either apache jail start, or apache24 server start. But then I found a thread at freebsd-questions mailing list where a guy gives advice to "...contact the author of the service that depends on MySQL, to more gracefully start up: if the connection can't be made that it tries again until it does (maybe with a max_retries setting). This is very trivial stuff in daemons." Is there such setting in rt42? Or should I ask maintainer of FreeBSD port to include it in rc script? Regards, -- Before enlightenment - chop wood, draw water. After enlightenment - chop wood, draw water. Marko Cupać https://www.mimar.rs/ - RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany - March 14 & 15, 2016 * Washington DC - May 23 & 24, 2016
Re: [rt-users] Managerial reports
On Mon, 5 May 2014 11:39:55 -0700
Justin Killen jkil...@allamericanasphalt.com wrote:
Often times in IT, issues will come into support staff and resolved
without management ever knowing about it. I have been tasked with
providing management with a report that would show tickets closed
within a certain date range, preferably restricted to a specific user.
Are there any existing extensions/reports that would fit this need?
I tried Activity Reports, but the Activity Detail report has quite a
lot of static in it, and the ticket Title doesn't appear anywhere. I
think RTx::Statistics might works as well, but it doesn't seem to be
supported within RT 4.2 yet.
I am using advanced search to find all tickets resolved in certain
period (one month), and am formatting it according to my needs.
Query:
Resolved '2014-04-01' AND Resolved '2014-05-01'
Formatting:
'__id__',
'__CustomField.{Kompanija}__',
'__Subject__',
'__Requestors__',
'__CreatedBy__',
'__Created__',
'__OwnerName__',
'__Resolved__',
'__TimeWorked__'
I am downloading this as .tsv, importing it into spreadsheet and
sending to my manager once a month.
--
Marko Cupać
--
RT Training - Dallas May 20-21
http://bestpractical.com/training
[rt-users] occasional LDAP_INVALID_CREDENTIALS 49
Hi, Every now and then I can't log into rt, and I see the following critical error: [3824] [Fri Feb 28 12:54:02 2014] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_INVALID_CREDENTIALS 49 (/usr/local/share/rt42/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:632) [3824] [Fri Feb 28 12:54:02 2014] [error]: FAILED LOGIN for pacija from 10.20.4.64 (/usr/local/lib/perl5/site_perl/5.16/RT/Interface/Web.pm:814) After some time the problem misteriously disappears the same way it appeared. What could be the problem? -- Marko Cupać -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] QueueSummaryByLifecycle warning
I re-run database upgrade, this time starting from 4.0.8, it went fine until 4.1.1 where it failed complaining thatTable 'ObjectScrips' already exists. As I know it was created in earlier upgrade I did not worry. My Queues table looks as follows now: mysql select Name, Lifecycle from Queues; +---+---+ | Name | Lifecycle | +---+---+ | General | default | | ___Approvals | approvals | | AvalaAda Laboratorija | default | +---+---+ ... and there are no more warnings in log. Hope I did not spoil something else. -- Marko Cupać -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] database upgrade skip question
Hi, it appears that in the past I have been constantly updating rt, but did not run database update script afterwards. This went on for a few versions (probably since 4.0.8 until 4.0.19). Next, I upgraded to latest major version - 4.2.2, and have run database update script, specifying 4.0.19 as a version being upgraded from. Upgrade finished without errors, but now I have warnings in rt log: Use of uninitialized value in lc at /usr/local/share/rt42/html/Elements/QueueSummaryByLifecycle line 131 Use of uninitialized value in lc at /usr/local/share/rt42/html/Elements/QueueSummaryByLifecycle line 66. I was told this was due to skipped 4.0.9 upgrade step: http://www.gossamer-threads.com/lists/rt/users/121492?page=last What does one do in situation like this? -- Marko Cupać -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] QueueSummaryByLifecycle warning
On Fri, 14 Feb 2014 11:11:49 -0500 Alex Vandiver ale...@bestpractical.com wrote: This points to having skipped the 4.0.9 upgrade step. You should check your upgrade history in Admin → Tools → System Configuration. Sorry for late reply, I was offline for weekend. System configuration shows history starts from 4.0.19. Database was exported on another server where rt was at 4.0.19. After that, new server was installed with 4.2.2, database was imported, and then upgraded to current version. Anyway, how can this be fixed? Can I just re-run database upgrade from earlier version? If so, from which? I am afraid at this moment it can't be said with certainty what was the original rt version, and which database upgrades were skipped. -- Marko Cupać -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] QueueSummaryByLifecycle warning
On Thu, 13 Feb 2014 09:52:47 -0500 Kevin Falcone falc...@bestpractical.com wrote: This implies your database doesn't have correct Lifecycles on Queues. show: select Name, Lifecycle from Queues; mysql select Name, Lifecycle from Queues; +---+---+ | Name | Lifecycle | +---+---+ | General | NULL | | ___Approvals | approvals | | Quality Dept. | default | +---+---+ 3 rows in set (0.00 sec) Quality Dept. was just a test, actually for now we use only General Queue. -- Marko Cupać -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] apache segfaults with 4.2
On Fri, 20 Dec 2013 10:30:49 -0500 Kevin Falcone falc...@bestpractical.com wrote: Hi Kevin, sorry for my late reply, I finally found the time to troubleshoot this. Try commenting out the SSL settings and see if Apache will start up with RT but without SSL. Unfortunately I do not have the luxury of doing so. This server holds a bunch of Active Directory integrated web services, I wouldn't want to have passwords transported over plain http. Alternatively, this is almost certainly some sort of shared library conflict and you can work around it by running RT with fastcgi instead of mod_perl. I switched to fastcgi, and I do not have any more segfaults in apache. If someone is interested in investigation of possible shared library conflict I would be glad to follow instruction. Regards, -- Marko Cupać
Re: [rt-users] apache segfaults with 4.2
On Fri, 13 Dec 2013 10:40:52 -0500 Kevin Falcone falc...@bestpractical.com wrote: You didn't say how you're running RT under Apache. I run rt42-4.2.1_2 on apache22-2.2.26 with ap22-mod_perl2-2.0.8,3. I run it on virtual ssl-enabled host under /tiketing subdirectory. Document root serves wordpress, there are also additional subdirectories (phpmyadmin and racktables). There is no segfault on restart when I comment out rt-related sections. There were no segfaults before upgrade to 4.2. Here's relevant apache config: VirtualHost IP.ADD.RE.SS:80 ServerName server.example.com Redirect permanent / https://server.example.com/ /VirtualHost VirtualHost IP.ADD.RE.SS:443 ServerName server.example.com DocumentRoot /usr/local/www/wordpress SSLEngine on SSLProtocol all -SSLv2 SSLCipherSuite HIGH:MEDIUM SSLCertificateFile /etc/ssl/certs/server.crt SSLCertificateKeyFile /etc/ssl/certs/server.key Directory /usr/local/www/wordpress Options FollowSymLinks AllowOverride All Order Allow,Deny Allow from all /Directory Alias /dbadmin /usr/local/www/phpMyAdmin Directory /usr/local/www/phpMyAdmin Options none AllowOverride Limit Order Allow,Deny Allow from all /Directory Alias /tiketing /usr/local/share/rt42/html Directory /usr/local/share/rt42/html Options FollowSymLinks AllowOverride All Order allow,deny Allow from all /Directory Location /tiketing AddDefaultCharset UTF-8 SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /usr/local/sbin/rt-server /Location Perl use Plack::Handler::Apache2; Plack::Handler::Apache2-preload(/usr/local/sbin/rt-server); /Perl Alias /racktables /usr/local/www/racktables/wwwroot Directory /usr/local/www/racktables/wwwroot Options Indexes FollowSymlinks MultiViews AllowOverride Limit Order Allow,Deny Allow from all /Directory /VirtualHost -- Marko Cupać
[rt-users] apache segfaults with 4.2
I have just upgraded rt from 4.0.18 to 4.2.1 on FreeBSD 9.2. Everything looks ok except for the fact that apache dumps core twice every time I restart it. It does not happen when I comment out rt-related stuff from httpd.conf Any help would be appretiated. -- Marko Cupać
[rt-users] multiple queues visibility
I am using rt for almost two years now for the single purpose of IT helpdesk. I have integrated it with Active Directory by help of RT::Authen::ExternalAuth and RT::Extension::LDAPImport, and also with our e-mail system by help of fetchmail and rt-mailgate. Everything works great, and I am very thankful for the great software. Now I have the requirement to add another queue for quality department. I have created new queue and pair of mailboxes, and set queue group permission the same way I did for IT helpdesk queue. The problem is that both queues are visible to staff of any of the two queues, which causes confusion. Also, frequently used Quick ticket creation creates ticket in IT helpdesk queue by default. Is there a possibility to create multiple queues where each queue staff would see only their queue (without even knowing there are other queues)? Thank you in advance, -- Marko Cupać -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Convert incoming html e-mail into plain text
Hi, I figured out I can solve it on pop3 server side (MS Exchange). I configured queue mailboxes to serve only plain text over pop3, so fetchmail now sends it to mailgate in plain text. -- Marko Cupać On Thu, 25 Apr 2013 16:40:53 +0400 Ruslan Zakirov r...@bestpractical.com wrote: Hi, TrustHTMLAttachments option helps, but note that content is not filtered in any way. On Thu, Apr 25, 2013 at 11:56 AM, Marko Cupać marko.cu...@mimar.rs wrote: 99% of my requesters submit requests by e-mail from Outlook. Quite frequently they send a request which is very long (dozen or so of forwards and replies between them before it actually hits rt). It results in messages in history window which are too large to display (even when MaxInlineBody is raised significantly). So, staff member needs to click download - text/html link in order to read the request, but it is then displayed as html in browser, making it almost impossible to read. Is there a way to fix this so messages are always in plain text in history window? I tried: Set( $MessageBoxRichText, 0); Set( $PreferRichText, 0); Set( $CheckMoreMSMailHeaders, 1); But it does not solve my problem. Thank you in advance, -- Marko Cupać
[rt-users] Original request in owner change template
Is it possible (maybe by help of TransactionBatchStage) to include text of original request in owner change template, similar to including last comment on ticket resolve? -- Marko Cupać
Re: [rt-users] Original request in owner change template
This is what I get in the log when I put that into my template: [Fri Apr 26 12:46:26 2013] [error]: Template parsing error: Can't call method Transactions on an undefined value at template line 5. -- Marko Cupać On Fri, 26 Apr 2013 16:17:03 +0400 Ruslan Zakirov r...@bestpractical.com wrote: On Fri, Apr 26, 2013 at 2:57 PM, Marko Cupać marko.cu...@mimar.rs wrote: Is it possible (maybe by help of TransactionBatchStage) to include text of original request in owner change template, similar to including last comment on ticket resolve? You don't need batch stage for that. You just need first transaction of type Create. ... my $txns = $ticket-Transactions; $txns-Limit( FIELD = 'Type', VALUE = 'Create' ); my $txn = $txns-First; ... -- Marko Cupać
Re: [rt-users] Original request in owner change template
Pardon my stupid, I am no programmer. I modified it and now it works:
{
my $original_request;
my $Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE = 'Create' );
my $RequestObj = $Transactions-First;
$original_request = $RequestObj-Content;
$original_request;
}
--
Marko Cupać
On Fri, 26 Apr 2013 14:52:50 +0200
Marko Cupać marko.cu...@mimar.rs wrote:
This is what I get in the log when I put that into my template:
[Fri Apr 26 12:46:26 2013] [error]: Template parsing error: Can't call
method Transactions on an undefined value at template line 5.
[rt-users] message body not shown in web interface
Requester has submitted ticket by e-mail from MS Outlook client. Ticket has been created, but in web interface I do not see message body. Automatic e-mail that informs tech support workers contains message body of the original request, as inserted with $Transaction-Content() in the template. When i click on download/untitled in message history i see text of original e-mail: -- body lang=EN-US link=blue vlink=purple div class=WordSection1 p class=MsoNormalDear Sir or Madam,o:p/o:p/p p class=MsoNormalo:pnbsp;/o:p/p p class=MsoNormalBlahblahblahblaho:p/o:p/p p class=MsoNormalo:pnbsp;/o:p/p p class=MsoNormalS Poštovanjem,o:p/o:p/p p class=MsoNormalo:pnbsp;/o:p/p -- So far I noticed this for one request only. Any ideas why is this happening, and how to prevent it? Thank youn in advance, Marko We're hiring! http://bestpractical.com/jobs
[rt-users] RT-Authen-ExternalAuth - how to confirm that ssl ldap bind is used?
I have been using rt4 for some time now in plain protocols (site is on
http, fetchmail is plain pop3, external auth is done from ldap without
ssl). Now, I am increasing security by switching to encrypted
protocols.
Switching apache to https was easy thing to do, and I spent a few hours
with fetchmail and certificates but it also works now.
RT::Extension::LDAPimport just worked when switching ldaphost to
ldaps:
Set($LDAPHost,'ldaps://ldap.company.tld');
Also, after setting
Set($ExternalAuthPriority,['My_LDAP']);
Set($ExternalInfoPriority,['My_LDAP']);
Set($ExternalServiceUsesSSLorTLS,1);
Set($ExternalSettings,{
'My_LDAP' = {
...
'tls' = 1,
'ssl_version' = 3,
...
}
}
... i can still authenticate.
I can not believe this can be so simple :) Is there a way to check that
ssl is really used?
Thank you in advance,
Marko Cupać
Final RT training for 2012 in Atlanta, GA - October 23 24
http://bestpractical.com/training
We're hiring! http://bestpractical.com/jobs
[rt-users] Frequent e-mail changes and LDAP authentication
Dear list readers, My RT setup serves around 300 users, authenticated currently from single LDAP (Microsoft AD) with RT::Authen::ExternalAuth. Users are mosly autocreated on e-mail submission. Only LDAP users can submit tickets. Our group consists of 12 companies, and our users have one of 12 e-mail addresses. Lately we have a lot of user migration between companies which causes change of their addresses. As a consequence, users who have their e-mail changed (from name.surn...@company1.tld to name.surn...@company2.tld) can no longer submit ticket by e-mail (as it is not recognized by RT). Line in log looks like this: -- Oct 3 08:17:34 rsbgyucnix02 RT: Couldn't load user 'name.surn...@company1.tld'.giving up (/usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm:1023) Oct 3 08:17:34 rsbgyucnix02 RT: User 'name.surn...@company1.tld' could not be loaded in the mail gateway (/usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm:245) -- For now I am changing their addresses in RT manually, as RT::Authen::ExternalAuth apparently does not update users' e-mail. Is there a better method? Can I use RT::Authen::ExternalAuth and RT::Extension::LDAPImport from cron simultaneously? Or should I switch to RT::Extension::LDAPImport? Thank you in advance, Marko Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] ldap info update over e-mail
Dear list readers, I have rt-4.0.6 with p5-RT-Authen-ExternalAuth-0.11. 100% (~300) of my requesters use RT over e-mail, never logging into web interface. 9 staff members use web interface. This works very nice. Now, more than 100 requesters are changing e-mail addresses, moving from one company within the organization to anther one. I am starting to see messages like these: -- Aug 9 14:45:53 rsbgyucnix02 RT: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (name.surn...@newcompany.tld). You might need to grant 'Everyone' the right 'CreateTicket' for the queue General. (/usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm:245) -- So, what do I do? What is the most convenient way to update their e-mails in RT? Do these messages mean that RT is rejecting their e-mails at the moment? Thank you in advance, Marko Cupać
