Re: [rt-users] Post upgrade 3.8.5 to 4.0.12 Global-RT At A Glance error
Frustratingly, I still can't reproduce the error locally on a handful of long-lived RT instances all of which have been upgraded through 4.0.12. Hi Thomas, Thank you for spending the time looking into this. Seeing as how my last step of laying down a new install base corrected the matter on our RTPROD server I'm going to shelve this and call it good. I wish I could've narrowed it down to a specific cause and resolution however due to the number of higher priority projects screaming for attention I won't be able to put much more time into investigating this further. If for some reason you need/require additional information out of what I've provided so far, please let me know and I'd be happy to oblige when possible. Cheers, ~Pete_Jibe Disclaimer: This electronic message may contain information that is Confidential or legally privileged. It is intended only for the use of the individual(s) and entity named in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material from your computer. Do not deliver, distribute or copy this message and do not disclose its contents or take any action in reliance on the information it contains. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Post upgrade 3.8.5 to 4.0.12 Global-RT At A Glance error
Hi Thomas,
Looks like the mail filter stopped this one from going through due to the
attached log file. Re-forwarding minus log file.
Also of note, yesterday evening I brought our RTPROD server offline for a
reboot. When the OS was back online I backed up the existing RTPROD
installation directory and re-ran the configuration to re-create the install
directory. I then copied over our RT_SiteConfig file and custom log and
started the web service back up. I re-tested the Global At A Glance setting
and found that the issue was no longer appearing.
Sonothing done on the database end (other than re-instating those user
records). For this particular problem it seems that me laying down a new
install base somehow corrected the original issue.
~Pete_Jibe
-Original Message-
From: Pete Beebe
Sent: Thursday, May 16, 2013 10:55 AM
To: 'rt-users@lists.bestpractical.com'
Subject: RE: [rt-users] Post upgrade 3.8.5 to 4.0.12 Global-RT At A Glance
error
Hi Thomas,
Have you run rt-validator?
Log file attached. All references are likely due to the deletion of old user
records directly from mysql which we now know is not recommended.
What are the output of the 3 SQL queries I sent you earlier on this newly
upgraded dev instance?
All from the upgrade Oracle RT DEV instance:
select id, Name, Description, ObjectType, ObjectId from Attributes where
ObjectType='RT::System';
137 Search - My Tickets [_1] highest priority tickets I own
RT::System 1
138 Search - Unowned Tickets[_1] newest unowned tickets
RT::System 1
139 HomepageSettingsHomepageSettingsRT::System 1
140 Search - My Tickets [_1] highest priority tickets I own
RT::System 1
141 Search - Unowned Tickets[_1] newest unowned tickets
RT::System 1
142 HomepageSettingsHomepageSettingsRT::System 1
153 Search - My Tickets [_1] highest priority tickets I own
RT::System 1
154 Search - Unowned Tickets[_1] newest unowned tickets
RT::System 1
155 HomepageSettingsHomepageSettingsRT::System 1
300 Search - Bookmarked Tickets Bookmarked Tickets RT::System
1
318 BrandedSubjectTag Queue id = subject tag map RT::System
1
3021SavedSearch 10 highest priority tickets I own RT::System
1
3842QueueCacheNeedsUpdate 0 RT::System 1
select id, Name, Created, LastUpdated from Users where Name in ('RT_System',
'Nobody', 'root');
10 Nobody 06-SEP-05 06-SEP-05
1 RT_System 06-SEP-05 06-SEP-05
12 root06-SEP-05 15-MAY-13
select id, Domain, Type, Created, LastUpdated from Groups where Type in
('Everyone', 'Privileged', 'Unprivileged');
3 SystemInternal Everyone
4 SystemInternal Privileged
5 SystemInternal Unprivileged
As a note, the duplicate Search - Unowned Tickets duplicates are likely a
remnant of trying to fix a link issue in the previous 3.8.5 instance. Relevant
thread here: http://www.gossamer-threads.com/lists/rt/users/58712 It's a side
issue that was never satisfactorily resolved and would be preferable to clean
out the duplicates.
Here's the same SQL queries output from the original MySQL 3.8.5 database:
mysql select id, Name, Description, ObjectType, ObjectId from Attributes where
ObjectType='RT::System';
+--+-+-++--+
| id | Name| Description |
ObjectType | ObjectId |
+--+-+-++--+
| 137 | Search - My Tickets | [_1] highest priority tickets I own |
RT::System |1 |
| 138 | Search - Unowned Tickets| [_1] newest unowned tickets |
RT::System |1 |
| 139 | HomepageSettings| HomepageSettings|
RT::System |1 |
| 140 | Search - My Tickets | [_1] highest priority tickets I own |
RT::System |1 |
| 141 | Search - Unowned Tickets| [_1] newest unowned tickets |
RT::System |1 |
| 142 | HomepageSettings| HomepageSettings|
RT::System |1 |
| 153 | Search - My Tickets | [_1] highest priority tickets I own |
RT::System |1 |
| 154 | Search - Unowned Tickets| [_1] newest unowned tickets |
RT::System |1 |
| 155 | HomepageSettings| HomepageSettings|
RT::System |1 |
| 300 | Search - Bookmarked Tickets | Bookmarked Tickets |
RT::System |1 |
| 318 | BrandedSubjectTag | Queue id = subject tag map |
RT::System |1 |
| 3021 | SavedSearch | 10 highest priority tickets I own
Re: [rt-users] Post upgrade 3.8.5 to 4.0.12 Global-RT At A Glance error
Hi Thomas, Out of curiosity, how did you reinstate the user records? On the original RT 3.8.5 server I had a couple of mysql dumps available with the previously deleted records still intact. On the original server I copied one of the mysql backups to the RTDEV server, imported it into an empty MySQL rt database and then ran the upgrade to 4.0.12 followed by the migration to the Oracle schema. I then extracted the specific deleted records from the RTDEV Oracle schema and inserted them into the RTPROD User table followed by re-generating the User table sequence. If I was more savvy I probably could have just reconstructed the insert queries manually but the above method worked out well enough, just took a bit more time. The error was still occurring after you'd reinstated them, but before you reinstalled, right? This is correct. I re-instated the deleted user records into RTPROD and the Global RT At A Glance error was still occurring. It was only when I rebooted the RTPROD server and re-ran the base directory installation that the error cleared. What I didn't do which I should have done was re-test after the RTPROD reboot and before running the new base directory installation. Can you run `diff -ruN` against the two install trees (the one you backed up and the one currently in use)? Zip file is 190KB in size. I will be sending it separate from this reply. I cut out the session_data diff output to trim down the original log file (4MB). If you prefer that this additional diff info be included I can simply send you the zipped 4MB log file. ~Pete_Jibe Disclaimer: This electronic message may contain information that is Confidential or legally privileged. It is intended only for the use of the individual(s) and entity named in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material from your computer. Do not deliver, distribute or copy this message and do not disclose its contents or take any action in reliance on the information it contains. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Post upgrade 3.8.5 to 4.0.12 Global-RT At A Glance error
Hi Thomas, This might narrow down the issueI just noticed another thread titled RT at a Glance error after upgrade from 4.011 to 4.0.12 that also states the issue at hand. Just to be sure, I repeated the import on our RTDEV server using v4.0.11 of RT (using MySQL only, not Oracle) and confirmed that the Global RT At A Glance error does ~not~ occur. I will proceed with the migration to Oracle using 4.0.11 only and update this thread with the results. ~Pete_Jibe Disclaimer: This electronic message may contain information that is Confidential or legally privileged. It is intended only for the use of the individual(s) and entity named in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material from your computer. Do not deliver, distribute or copy this message and do not disclose its contents or take any action in reliance on the information it contains. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Post upgrade 3.8.5 to 4.0.12 Global-RT At A Glance error
Hi Thomas, Just performed the RT migration from MySQL to Oracle using just 4.0.11 and re-tested the Global RT At A Glance error without issue. I will now repeat the 4.0.11 to 4.0.12 upgrade using just Oracle and update with results. ~Pete_Jibe Disclaimer: This electronic message may contain information that is Confidential or legally privileged. It is intended only for the use of the individual(s) and entity named in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material from your computer. Do not deliver, distribute or copy this message and do not disclose its contents or take any action in reliance on the information it contains. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Post upgrade 3.8.5 to 4.0.12 Global-RT At A Glance error
Hi Thomas, The 4.0.11 to 4.0.12 Oracle upgrade completed and this RT At A Glance issue still did not reappear. This was all done on our Dev system, however. The Prod OS/config is a clone of the so I'm at a loss as to what the difference would be that's causing this to occur. ~Pete_Jibe Disclaimer: This electronic message may contain information that is Confidential or legally privileged. It is intended only for the use of the individual(s) and entity named in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material from your computer. Do not deliver, distribute or copy this message and do not disclose its contents or take any action in reliance on the information it contains. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Post upgrade 3.8.5 to 4.0.12 Global-RT At A Glance error
Your system config page and SQL results reveal that you have duplicate
copies (3 total of each record) of certain global data. This suggests
your migration from MySQL to Oracle was flawed. How did you migrate,
exactly?
As follows:
1. Created new OEL 6.4 x64 server running Apache/Mysqld from distrib packages.
Additionally installed a newer version of Perl and fought with character set
issues between old and new server configurations.
2. mysqldump'd data from old server and imported into an empty rt4 mysql
database on the new server
3. Upgraded mysql RT3 data to RT4 using make upgrade-database (4.0.12).
3. Prepped Oracle schema using RT 4.0.12 configuration and then truncated all
tables from new schema as well as disabled constraints as prep for import.
4. Ran a perl script obtained from a user from this thread:
http://requesttracker.8502.n7.nabble.com/mysql-to-oracle-migration-td34166.html.
Script pretty much copies records from their mysql tables into their
respective Oracle tables
5. Re-created the Oracle sequences after import.
6. Re-enabled Oracle table constraints.
I could forward you a PDF of the actual upgrade steps however it's not for
public digestion since it's replete with confidential data that'd be a PIA to
scrub.
What do these queries return?
select id, Name, Created, LastUpdated from Users where Name in ('RT_System',
'Nobody', 'root');
ID NAME,CREATED,LASTUPDATED
10 Nobody,6-Sep-05,6-Sep-05
1 RT_System,6-Sep-05,6-Sep-05
12 root,6-Sep-05, 4-May-13
select id, Domain, Type, Created, LastUpdated from Groups where Type in
('Everyone', 'Privileged', 'Unprivileged');
ID DOMAIN, TYPE,CREATED,LASTUPDATED
3 SystemInternal,Everyone,,
4 SystemInternal,Privileged,,
5 SystemInternal,Unprivileged,,
Disclaimer: This electronic message may contain information that is
Confidential or legally privileged. It is intended only for the use of the
individual(s) and entity named in the message. If you are not an intended
recipient of this message, please notify the sender immediately and delete the
material from your computer. Do not deliver, distribute or copy this message
and do not disclose its contents or take any action in reliance on the
information it contains.
--
RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Post upgrade 3.8.5 to 4.0.12 Global-RT At A Glance error
Hello, I just completed a migration from MySQL to Oracle as well as an upgrade from 3.8.5 to 4.0.12. So far everything is running well however I have run across one error that occurs when, as super user, I click on the Global--RT At A Glance link. I receive an error in the WebUI followed by the resulting log file error message: [Sun May 5 02:14:09 2013] [error]: Can't call method Content on an undefined value at /rt4/share/html/Admin/Global/MyRT.html line 69, GEN38 line 445. Stack: [/rt4/share/html/Admin/Global/MyRT.html:69] [/rt4/share/html/Admin/autohandler:49] [/rt4/sbin/../lib/RT/Interface/Web.pm:634] [/rt4/sbin/../lib/RT/Interface/Web.pm:335] [/rt4/share/html/autohandler:53] (/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) This is running on OEL 6.4 x64, Oracle 11gR2 DB, httpd v.2.2.15 and perl v.5.10.1. Any help on where I can begin troubleshooting this would be wonderful. Cheers, ~Pete Disclaimer: This electronic message may contain information that is Confidential or legally privileged. It is intended only for the use of the individual(s) and entity named in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material from your computer. Do not deliver, distribute or copy this message and do not disclose its contents or take any action in reliance on the information it contains.
[rt-users] RT ticket body shows GMT time instead of PST (GMT -7) in the Date: field
Thanks for the reply. I just checked the 4.0.10 version we have running in our dev environment and it appears the issue still exists on that version. I just noticed that v4.0.11 is now available, when I get a moment I’ll upgrade to that version and retest. ~Pete_Jibe From: Ruslan Zakirov Sent: Wednesday, April 17, 2013 12:50 AM Subject: Re: [rt-users] RT ticket body shows GMT time instead of PST (GMT -7) in the Date: field Hi, Date: ... you see in the history comes from email headers and RT doesn't change them. We wrote code to deal with this, but I don't know if it's in 4.0 or if it only would be in 4.2. Disclaimer: This electronic message may contain information that is Confidential or legally privileged. It is intended only for the use of the individual(s) and entity named in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material from your computer. Do not deliver, distribute or copy this message and do not disclose its contents or take any action in reliance on the information it contains.
[rt-users] RT ticket body shows GMT time instead of PST (GMT -7) in the Date: field
Hi Ruslan, Upon further testing it seems that v4.0.10 does have this fix in place for new transactions, only. It doesn’t appear that it corrects older RT records. Does that functionality sound correct to you? Either way, it’s good to know that the newer release addresses this for new records. Cheers, ~Pete_Jibe Disclaimer: This electronic message may contain information that is Confidential or legally privileged. It is intended only for the use of the individual(s) and entity named in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material from your computer. Do not deliver, distribute or copy this message and do not disclose its contents or take any action in reliance on the information it contains.
[rt-users] RT ticket body shows GMT time instead of PST (GMT -7) in the Date: field
Hello, I've noticed a discrepancy in the time displayed in the ticket body when an transaction is entered via e-mail. Looking at the SMTP headers directly from the RT GUI it shows the time as being correct in the Received: sections of the header however the Date: field shows the time in GMT. Environment: RT v 3.8.5 soon to be upgraded to latest version running on RHEL4 x32 w/Apache, MySQL and FastCGI E.g. Correct time is: Mon, 15 Apr 2013 17:57:38 -0700 as noted in the Received sections of the mail header. Incorrect time shows as: Tue, 16 Apr 2013 00:57:34 + in the actual ticket Date: field of the message body. What's confusing is that the transaction header shows properly: Mon Apr 15 17:25:51 2013 joe.schmoe - Ticket created Then follows the CC:, Subject: and Date: where the date appears as GMT instead of local time. The RT_SiteConfig.pm file config is set to: Set($Timezone , 'US/Pacific'); I checked the Linux server time config and it points to America\Los Angeles using UTC. Where else can I look to ensure that this Date: field reports the correct time zone? Thank you in advance for any pointers. ~Pete_Jibe Disclaimer: This electronic message may contain information that is Confidential or legally privileged. It is intended only for the use of the individual(s) and entity named in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material from your computer. Do not deliver, distribute or copy this message and do not disclose its contents or take any action in reliance on the information it contains.
