Re: [rt-users] Performance problems with 3.8.1 (solved)

[Sahlberg Mauri]

Hi,

Thank you all for the advice.

I asked the same question little differently phrased on postgresql-admin list 
and got several good answers from there as well. As result I implemented 
following changes:

-  Added 5 more processes to fastcgi, now we have 10 instead of 5 
(thanks Curtis)

-  Changed search builder as Kenneth advised, thanks

-  Updated database server to version 8.4 (yeah, I know it is a 
development version and should not used for production purposes)

-  Heavily tuned the postgresql. The performance tuning advice on RT 
wiki is rather outdated but on Postgresql manual at 
http://www.postgresql.org/docs/8.3/interactive/runtime-config-resource.html is 
one very helpful comment (by Steven Citron-Pousty) on the subject.

The first user comment from this morning, roughly translated: "The RT now runs 
nearly with speed of light! Thank you".

The parameters for our 4 gig server are now:
shared_buffers=320MB
maintenance_work_mem=384MB
effective_cache_size = 2048MB
wal_buffres=8MB

The work_mem is the "default" 1MB but I got recommendation (from  Scott 
Marlowe) to change that to 4-8MB which I will do on the next maintenance. I did 
not change the max_fsm or checkpoint_segments so there is more room for 
improvement.

Thank you.



Lähettäjä: Jesse Vincent [mailto:[EMAIL PROTECTED]
Lähetetty: 17. syyskuuta 2008 19:17
Vastaanottaja: Sahlberg Mauri
Kopio: rt-users@lists.bestpractical.com
Aihe: Re: [rt-users] Performance problems with 3.8.1


On Sep 17, 2008, at 6:13 AM, Sahlberg Mauri wrote:


Hi,

Just upgraded from 3.6 to 3.8.1 (via 3.8) and at the same time moved the 
database to it's own server. We also removed all closed tickets from the 
database. The move and upgrade was done as our old installation got too slow. 
Unfortunately the new installation is also very slow despite the ticket removal 
and dedicated database server. Especially search building view and ticket view 
take time to open.

So, _what_ is slow and _how_ slow is it?

Also, what can you tell us about your hardware specs?

I've worked with users for whom "slow" was "1.2s to load RT's homepage" and 
with users for whom "slow" was "10 minutes to load a ticket page. It used to be 
five and that was ok. but 10 is too long."
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Re: [rt-users] add quick search to SelfService page?

[Chris Cooke]

On 18 Sep 2008, at 20:59, Forrest Blount wrote:

> I believe you can just add the "See Queue" permission to  
> unprivileged users for the queues you'd like them to see.  Please  
> clarify your request if I'm missing something...


Hi Forrest,

Thanks a lot for your reply!  OK, I'll try to be clearer :-)
In our RT service, "Everyone" has global rights CreateTicket,  
ModifySelf and ReplyToTicket, so they can submit and reply to tickets  
by email.

Recently it has been decided that some of the RT queues should have  
every ticket visible to all users.
We have hundreds of unprivileged users and I want them all to be able  
to see and search all the tickets in the more "public" queues, but  
not have access to other peoples' tickets in the other more private  
queues.

So, for queues in which every ticket is to be visible to everyone,  
group "Everyone" now has these rights:
SeeQueue, ShowOutgoingEmail, ShowTicket and ShowTicketComments.

Currently when the unprivileged users go to our RT web interface,  
they see the SelfService page at
https://RT/SelfService/

*But* that only shows you your *own* tickets.  It doesn't provide a  
way for you to search for and view other peoples' tickets, even when  
Everyone has permission to see tickets in those queues.  The search  
facility is missing.

I have checked that unprivileged users can actually view all tickets  
in those queues: they can.  In other words if an unprivileged user  
displays one of their own open tickets via SelfService:

e.g.
https://RT/SelfService/Display.html?id=10

and then changes the "id" number to be the number of someone else's  
ticket in a "public" queue with the above-mentioned queue permissions:

e.g.
https://RT/SelfService/Display.html?id=282

... then the unprivileged user can see that ticket - even though it  
was requested by somebody else.

That's great - that's what I want.

The problem is: how can the unprivileged user search for these  
tickets?  They're not psychic so they can't just know the right  
ticket numbers for the queues they're interested in.  They'll want to  
browse or search the contents of the queues which are to be made public.

So my question is, how can this be done?  How can unprivileged users  
get access to some sort of search facility to see all tickets in  
certain queues?

For instance, can unprivileged users somehow be given access to "RT  
at a glance" instead of "SelfService"?
Or can "SelfService" have a "quicksearch" facility added to it?
Or what?
Any help gratefully received.

I know (because I've tried it with a test user) that one way to  
achieve this would be to convert all of our hundreds of unprivileged  
users into privileged ones, thus giving them access to "RT at a  
glance" rather than "SelfService" - but this strikes me as a  
nightmare both to do (clicking through each user one by one to click  
"Let this user be granted rights") and to maintain (since new users  
will still be automatically created unprivileged).  So I'm hoping for  
an easier way, hoping to bend RT to my needs rather than vice versa,  
as it were.

-- Chris Cooke.

Computing Officer, School of Informatics, University of Edinburgh.




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[rt-users] Upgrade problems with RT 3.8.0 and 3.8.1 from 3.6.5

[Eugenio Mastroviti]

I expect I must be doing something wrong during the upgrade process (or
must have the wrong version of something on my system).
 
We have run RT 3.6.5 for almost a year now and it works just fine - now
we have a request to upgrade to the latest and coolest version and I set
up a test box to see if it was feasible and whether any existing
functionality would break.
 
The box is CentOS 5.0 with all the upgrades and patches - Perl 5.8.8,
Mysql 5.0.22 and Apache 2.2.3
 
I recreated the RT database from a recent dump on the test box and RT
3.6.5 runs fine on the test box as it does on the "real" one - of course
I tarred and copied the original /opt/rt3 install, and that seems to be
ok too.
 
I followed the procedure outlined in the README and UPGRADE.mysql files
to upgrade to 3.8.1 (with some confusion - it's not entirely clear
whether the sql.queries should be run before or after the
rt-setup-database --action upgrade command; I opted to do it first and
it seemed to work fine; more on this later)
 
The whole procedure runs seamlessly but when the Apache server is
started up and I log in, instead of the list of tickets i only see an
error message:
 
RT::Ticket::ACLEquivalenceObjects Unimplemented in RT::Principal.
(/opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 327) 
 
this message is displayed instead of the actual tickets even when I
search.
 
I decided that 3.8.1 must be somewhat buggy so I went for 3.8.0, removed
everything, dropped the database and started over again
 
The README file gave a different set of instructions to upgrade the
database - instructions that did not actually work, the command had to
be repeated for each directory and in most cases it returned an error
because it could not find a schema.mysql file:
 
Couldn't finish 'schema' step.
ERROR: Couldn't find schema file(s) '*'

A Google search let me find out that the syntax used in 3.8.1 could be
used - but that gave me another error, namely
 
[Fri Sep 19 08:48:49 2008] [crit]: DBD::mysql::st execute failed:
Duplicate key name 'CachedGroupMembers3' at
/root/rt-3.8.0/sbin/../lib/RT/Handle.pm line 463.
(/root/rt-3.8.0/sbin/../lib/RT.pm:375)

DBD::mysql::st execute failed: Duplicate key name 'CachedGroupMembers3'
at /root/rt-3.8.0/sbin/../lib/RT/Handle.pm line 463.
 
If I removed the directory etc/upgrade/3.7.1 containing the offending
schema.mysql file (one line, an index creation) it all ran fine.
 
Unfortunately, when I started up Apache and logged in, I got exactly the
same error as 3.8.1. This message
 
http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg14197.ht
ml
 
suggested that perhaps I should run the rt-setup-database *before* i ran
the sql.queries generated fiel through mysql. Again, cleaned up
everything, started over again, same error.
 
Can someone please point out whan I'm doing wrong?
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Re: [rt-users] Upgrade problems with RT 3.8.0 and 3.8.1 from 3.6.5

[Emmanuel Lacour]

On Fri, Sep 19, 2008 at 10:56:04AM +0100, Eugenio Mastroviti wrote:
>  
> RT::Ticket::ACLEquivalenceObjects Unimplemented in RT::Principal.
> (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 327) 
>  

Did you empty you're Mason cache (rm -rf /opt/rt3/var/mason_data/*) ?
D you hae some local customizations ?

> this message is displayed instead of the actual tickets even when I
> search.
>  
> I decided that 3.8.1 must be somewhat buggy so I went for 3.8.0, removed
> everything, dropped the database and started over again
>  

bad idea, 3.8.0 has more problems than 3.8.1.

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Re: [rt-users] Upgrade problems with RT 3.8.0 and 3.8.1 from 3.6.5

[Eugenio Mastroviti]

> Did you empty you're Mason cache (rm -rf /opt/rt3/var/mason_data/*) ?
> D you hae some local customizations ?

I did empty it, sorry, I forgot to mention it. I also ran make
testdeps/make fixdeps for both builds and there were no missing
dependencies

>> I decided that 3.8.1 must be somewhat buggy so I went for 3.8.0,
removed
>> everything, dropped the database and started over again

> bad idea, 3.8.0 has more problems than 3.8.1.

Yeah, I sort of found out :) 
 
--
  
Eugenio Mastroviti
Senior Linux Administrator/Architect
Eckoh UK Limited
Telford House, Corner Hall,
Hemel Hempstead, Hertfordshire HP3 9HN 
 
T 01442 458428
F 
M 
W  www.eckoh.com
 
Winner, Best Use of Technology Partnership, CCA Excellence Awards 2007
 
Winner, Innovation of the Year Award, Transport Innovations 2007
   
This communication contains information, which is confidential and may also be 
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Re: [rt-users] Upgrade problems with RT 3.8.0 and 3.8.1 from 3.6.5

[Emmanuel Lacour]

On Fri, Sep 19, 2008 at 11:32:42AM +0100, Eugenio Mastroviti wrote:
> > Did you empty you're Mason cache (rm -rf /opt/rt3/var/mason_data/*) ?
> > D you hae some local customizations ?
> 
> I did empty it, sorry, I forgot to mention it. I also ran make
> testdeps/make fixdeps for both builds and there were no missing
> dependencies
> 

If you look at ./lib/RT/Ticket_Overlay.pm do you have:

sub ACLEquivalenceObjects

?

If no, then this file is not up-to-date (upgrade process did not
overwrite it), if yes, then maybe you have an older equivalent file as
local/lob/RT/Ticket_Overlay.pm ?
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Re: [rt-users] Upgrade problems with RT 3.8.0 and 3.8.1 from 3.6.5

[Eugenio Mastroviti]

> If no, then this file is not up-to-date (upgrade process did not
overwrite it), if yes, then maybe you have an older equivalent file as ?
> local/lob/RT/Ticket_Overlay.pm ?

That did it (old file in local)! Thank you very much!

Eugenio 
 
--
  
Eugenio Mastroviti
Senior Linux Administrator/Architect
Eckoh UK Limited
Telford House, Corner Hall,
Hemel Hempstead, Hertfordshire HP3 9HN 
 
T 01442 458428
F 
M 
W  www.eckoh.com
 
Winner, Best Use of Technology Partnership, CCA Excellence Awards 2007
 
Winner, Innovation of the Year Award, Transport Innovations 2007
   
This communication contains information, which is confidential and may also be 
privileged. It is for the exclusive use of the intended recipient(s) only. If 
you are not the intended recipient(s) please note that any form of 
distribution, copying or use of this communication or the information in it is 
strictly prohibited and may be unlawful. If you have received this 
communication in error please return it to the sender and then delete it. 
Opinions expressed in this message are those of the author, and are not binding 
on the company. 

 
Registered in England and Wales, No. 2796531
Registered office: Telford House, Corner Hall, Hemel Hempstead, Hertfordshire 
HP3 9HN 
 
A member of the Eckoh Plc group of companies.
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Re: [rt-users] add quick search to SelfService page?

[Chris Cooke]

I forgot to add in my earlier message that we're using RT 3.6.6 on  
Linux (Scientific Linux 5.2).

On 19 Sep 2008, at 10:21, Chris Cooke wrote:

> On 18 Sep 2008, at 20:59, Forrest Blount wrote:
>
>> I believe you can just add the "See Queue" permission to
>> unprivileged users for the queues you'd like them to see.  Please
>> clarify your request if I'm missing something...
>
>
> Hi Forrest,
>
> Thanks a lot for your reply!  OK, I'll try to be clearer :-)
> In our RT service, "Everyone" has global rights CreateTicket,
> ModifySelf and ReplyToTicket, so they can submit and reply to tickets
> by email.
>
> Recently it has been decided that some of the RT queues should have
> every ticket visible to all users.
> We have hundreds of unprivileged users and I want them all to be able
> to see and search all the tickets in the more "public" queues, but
> not have access to other peoples' tickets in the other more private
> queues.
>
> So, for queues in which every ticket is to be visible to everyone,
> group "Everyone" now has these rights:
> SeeQueue, ShowOutgoingEmail, ShowTicket and ShowTicketComments.
>
> Currently when the unprivileged users go to our RT web interface,
> they see the SelfService page at
> https://RT/SelfService/
>
> *But* that only shows you your *own* tickets.  It doesn't provide a
> way for you to search for and view other peoples' tickets, even when
> Everyone has permission to see tickets in those queues.  The search
> facility is missing.
>
> I have checked that unprivileged users can actually view all tickets
> in those queues: they can.  In other words if an unprivileged user
> displays one of their own open tickets via SelfService:
>
> e.g.
> https://RT/SelfService/Display.html?id=10
>
> and then changes the "id" number to be the number of someone else's
> ticket in a "public" queue with the above-mentioned queue permissions:
>
> e.g.
> https://RT/SelfService/Display.html?id=282
>
> ... then the unprivileged user can see that ticket - even though it
> was requested by somebody else.
>
> That's great - that's what I want.
>
> The problem is: how can the unprivileged user search for these
> tickets?  They're not psychic so they can't just know the right
> ticket numbers for the queues they're interested in.  They'll want to
> browse or search the contents of the queues which are to be made  
> public.
>
> So my question is, how can this be done?  How can unprivileged users
> get access to some sort of search facility to see all tickets in
> certain queues?
>
> For instance, can unprivileged users somehow be given access to "RT
> at a glance" instead of "SelfService"?
> Or can "SelfService" have a "quicksearch" facility added to it?
> Or what?
> Any help gratefully received.
>
> I know (because I've tried it with a test user) that one way to
> achieve this would be to convert all of our hundreds of unprivileged
> users into privileged ones, thus giving them access to "RT at a
> glance" rather than "SelfService" - but this strikes me as a
> nightmare both to do (clicking through each user one by one to click
> "Let this user be granted rights") and to maintain (since new users
> will still be automatically created unprivileged).  So I'm hoping for
> an easier way, hoping to bend RT to my needs rather than vice versa,
> as it were.
>
>   -- Chris Cooke.
>
> Computing Officer, School of Informatics, University of Edinburgh.
>
>
>
>
> -- 
> The University of Edinburgh is a charitable body, registered in
> Scotland, with registration number SC005336.
>
> ___
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>
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> Commercial support: [EMAIL PROTECTED]
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- Chris.





-- 
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Re: [rt-users] FW: RTFM 2.4.0

[Kevin Falcone]

On Sep 16, 2008, at 12:53 PM, Danielle Roberts wrote:

> We have RT 3.8.1 with RTFM 2.4.0.  All the new features of RTFM  
> 2.4.0 work, except the Self service article search.  We have given  
> all users the rights to ShowArticle and the article search still  
> does not work.
> Any suggestions

How did you grant the permissions?  Right now it expects a global RTFM  
setting of ShowArticle
rather than a pared down granting of the permission.

-kevin
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Re: [rt-users] RT 3.8.1 Rich Text Editor is not enabled

[Kevin Falcone]

On Sep 17, 2008, at 9:59 AM, Daniel Tougas wrote:

> Hi All,
>
> I have installed RT 3.8.1 on a new machine and migrated the database  
> from version 3.4.4. RT works fine except that I can't see the little  
> triangle to view the RichText toolbar when composing a new ticket.
>
> The MessageBoxRichText configuration variable is set to 1, which I  
> think, should enable this feature.
>
> I have upgraded from 3.6 to RT 3.8.0 on another system and the  
> toolbar is accessible.
>
There is a bugfix in the svn repository.  3.8.1 fixed a bunch of bugs  
with IE and the rich text
editor but unfortunately introduced a different one.  This will be  
released as part of 3.8.2.

-kevin
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Re: [rt-users] WYSIWYG on Custom Field

[Kevin Falcone]

On Sep 18, 2008, at 1:27 PM, Tom Remmers wrote:

> Is there any way to configure a custom field to utilize the WYSIWYG
> editor? In particular for the "Fill in one text area" type. RT 3.8.0.

You should be able to add a class of textarea to any
text box to get the wysiwyg editor, although I haven't tested
the CF editing.  A patch to make this a CF type would be great to see.

-kevin
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[rt-users] Event Cal Extension?

[Curtis Bruneau]

I'm not sure if this is the right place to ask... I'm currently using RT 
3.8.1 and I was wondering if there is an extension to do very basic 
calendering, ideally the display would be built into RT instead of 
relying on an external iCal. Some of our service techs want to make a 
basic event schedule and possibly have it link to the ticket. This could 
almost be accomplished with reminders (if it had times) but there is no 
calendar type view (day/week/month) etc.

Curtis
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Re: [rt-users] Event Cal Extension?

[Jerrad Pierce]

On Fri, Sep 19, 2008 at 10:26, Curtis Bruneau <[EMAIL PROTECTED]> wrote:
> basic event schedule and possibly have it link to the ticket. This could
> almost be accomplished with reminders (if it had times) but there is no
> calendar type view (day/week/month) etc.
You can get that with RTx::Calendar.

-- 
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Re: [rt-users] Event Cal Extension?

[Emmanuel Lacour]

On Fri, Sep 19, 2008 at 10:26:49AM -0400, Curtis Bruneau wrote:
> I'm not sure if this is the right place to ask... I'm currently using RT 
> 3.8.1 and I was wondering if there is an extension to do very basic 
> calendering, ideally the display would be built into RT instead of 
> relying on an external iCal. Some of our service techs want to make a 
> basic event schedule and possibly have it link to the ticket. This could 
> almost be accomplished with reminders (if it had times) but there is no 
> calendar type view (day/week/month) etc.
> 

Have a look at RTx::Calendar maybe:

http://search.cpan.org/dist/RTx-Calendar/

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Re: [rt-users] Fedora Core 9 versus Ubuntu

[Brian Buchanan]

On Wed, 2008-09-10 at 15:58 -0700, Mark Pryor wrote:
> 
> 

>  There has been alot of discussion about a CSS client bug in
>  firefox that has slowed the rt3 web interface. I hate to say it, but
>  log into rt3 using IE6+ and see if its faster!
> 

Oh my god.  RT is usable! Thank-you!  I did an upgrade from 3.6.x to 3.8
and didn't know why the UI experience was so terrible, but I was just
living with it and dreading opening long tickets.

Booting a WinXP VM and then use RT under IE, for me, is LESS LOAD than
using RT on FF on Linux (64-bit RedHat Desktop).

Thank-you again.

Brian



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Re: [rt-users] Fedora Core 9 versus Ubuntu

[Jesse Vincent]

On Fri, Sep 19, 2008 at 10:50:54AM -0400, Brian Buchanan wrote:
> 
> On Wed, 2008-09-10 at 15:58 -0700, Mark Pryor wrote:
> > 
> > 
> 
> >  There has been alot of discussion about a CSS client bug in
> >  firefox that has slowed the rt3 web interface. I hate to say it, but
> >  log into rt3 using IE6+ and see if its faster!
> > 
> 
> Oh my god.  RT is usable! Thank-you!  I did an upgrade from 3.6.x to 3.8
> and didn't know why the UI experience was so terrible, but I was just
> living with it and dreading opening long tickets.
> 
> Booting a WinXP VM and then use RT under IE, for me, is LESS LOAD than
> using RT on FF on Linux (64-bit RedHat Desktop).

It's all in the rounded corners.  This is no good.  "Looks sexy" isn't
worth "doesn't work."

I don't actually have any way to reproduce the issue myself. Do any of
you folks with the issue have any time to try to troll the firefox bug
tracker and/or interweb for anyone else who's run into issues with
-moz-border-radius and Firefox on Linux?
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[rt-users] Order By Then By

[Adam Smith]

Does RT give you the ability to sort results with an Order By, Then By?

eg. Order by Severity, then by Priority or something like that?

If I then had 4 Sev-1 issues they would all show at the top, but then  
be ordered by their individual priority.


When I order by Priority and all priority is set to zero, there  
doesn't appear to be a sort order applied (at least I can't tell what  
it is ordering by.)  But I'd like to order by one field, and where all  
results are equal for many tickets for that field, order by another.





Cheers


--
Adam Smith
Platform Operations Team Leader
Venda, Ltd.
[EMAIL PROTECTED]


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[rt-users] Auto-add AdminCc to new ticket based on Custom Field or RT Group

[RT]

All -

Is it possible to have RT auto-add an AdminCc based on either a Custom Field
value or RT Group membership on Ticket Create?

It appears this might be possible using a custom scrip, but I'm not certain.
If there's some reasonable documentation available on this, pointers are
appreciated. (I'm currently going through the RT Wiki now.)

Thanks for your assistance.
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Re: [rt-users] FW: RTFM 2.4.0

[Danielle Roberts]

I have tried granting everyone the right to ShowArticle and unprivileged the
right.  It still does not work.  Some of our self service users are
privileged users that are auto redirected to SelfService based on not having
the right to OwnTicket would that affect Search Article?

Message: 6
Date: Fri, 19 Sep 2008 09:17:56 -0400
From: Kevin Falcone <[EMAIL PROTECTED]>
Subject: Re: [rt-users] FW: RTFM 2.4.0
To: RT Users 
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes


On Sep 16, 2008, at 12:53 PM, Danielle Roberts wrote:

> We have RT 3.8.1 with RTFM 2.4.0.  All the new features of RTFM  
> 2.4.0 work, except the Self service article search.  We have given  
> all users the rights to ShowArticle and the article search still  
> does not work.
> Any suggestions

How did you grant the permissions?  Right now it expects a global RTFM  
setting of ShowArticle
rather than a pared down granting of the permission.

-kevin



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Re: [rt-users] Auto-add AdminCc to new ticket based on Custom Field or RT Group

[Emmanuel Lacour]

On Fri, Sep 19, 2008 at 10:51:29AM -0500, RT wrote:
> All -
> 
> Is it possible to have RT auto-add an AdminCc based on either a Custom Field
> value or RT Group membership on Ticket Create?
> 
> It appears this might be possible using a custom scrip, but I'm not certain.

Sure it is.

> If there's some reasonable documentation available on this, pointers are
> appreciated. (I'm currently going through the RT Wiki now.)
> 

Look at "Contributions" on http://wiki.bestpractical.com/, there is a
lot of scrip examples. Don't know if there is exactly what you want, but
mixing the different examples should be enough.

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[rt-users] rt-mailgate comment and reply fail -- "Can't create output"

[chris]

>

I'm having problems with the comment and correspond functions.  When  
someone tries to email in a response to a ticket, they get a bounce  
with the errors below.   New tickets can be emailed in successfully,  
however.  Can anyone suggest what I might need to check?  Thanks!



> The original message was received at Thu, 18 Sep 2008 14:35:03  
> -0500 (CDT)
> from mailhub-3.xxx.xxx.xxx.xxx [129.186.140.13]
>
>- The following addresses had permanent fatal errors -
> "/opt/rt3/bin/rt-mailgate   --queue  
> 'general'   --action comment   -- 
> url http://myserver.xxx.xxx.xxx/";
> (reason: Can't create output)
> (expanded from: )
>
>- Transcript of session follows -
> 550 5.0.0 "/opt/rt3/bin/rt-mailgate   --queue  
> 'general'   --action comment   -- 
> url http://myserver.xxx.xxx.xxx/";... Can't create output
>
> Reporting-MTA: dns; xxx.xxx.xxx.xxx
> Received-From-MTA: DNS; mailhub-3.xxx.xxx.xxx.xxx
> Arrival-Date: Thu, 18 Sep 2008 14:35:03 -0500 (CDT)
>
> Final-Recipient: RFC822; rt-comment@ myserver.xxx.xxx.xxx
> X-Actual-Recipient: X-Unix; /opt/rt3/bin/rt- 
> mailgate   --queue 'general'   -- 
> action comment   --url http://myserver.xxx.xxx.xxx/
> Action: failed
> Status: 5.3.0
> Diagnostic-Code: X-Unix; 73
> Last-Attempt-Date: Thu, 18 Sep 2008 14:35:03 -0500 (CDT)
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Re: [rt-users] Order By Then By

[Jesse Vincent]

On Fri, Sep 19, 2008 at 04:36:38PM +0100, Adam Smith wrote:
> Does RT give you the ability to sort results with an Order By, Then By?
 
Yes, presuming you're using a recentish RT 3.6 or RT 3.8. You'd see four
sets of dropdowns in the part of the UI where you set sort order.

-j
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Re: [rt-users] Fedora Core 9 versus Ubuntu

[Brian Buchanan]

On Fri, 2008-09-19 at 11:32 -0400, Jesse Vincent wrote:
> 
> 
> On Fri, Sep 19, 2008 at 10:50:54AM -0400, Brian Buchanan wrote:
> > 
> > On Wed, 2008-09-10 at 15:58 -0700, Mark Pryor wrote:
> > > 
> > > 
> > 
> > >  There has been alot of discussion about a CSS client bug in
> > >  firefox that has slowed the rt3 web interface. I hate to say it, but
> > >  log into rt3 using IE6+ and see if its faster!
> > > 
> > 
> > Oh my god.  RT is usable! Thank-you!  I did an upgrade from 3.6.x to 3.8
> > and didn't know why the UI experience was so terrible, but I was just
> > living with it and dreading opening long tickets.
> > 
> > Booting a WinXP VM and then use RT under IE, for me, is LESS LOAD than
> > using RT on FF on Linux (64-bit RedHat Desktop).
> 
> It's all in the rounded corners.  This is no good.  "Looks sexy" isn't
> worth "doesn't work."
> 
> I don't actually have any way to reproduce the issue myself. Do any of
> you folks with the issue have any time to try to troll the firefox bug
> tracker and/or interweb for anyone else who's run into issues with
> -moz-border-radius and Firefox on Linux?

I found this via search for "firefox css performance"

https://bugs.launchpad.net/ubuntu/+source/firefox-3.0/+bug/223238

It sounds like FF is doing something with X, that the Nvidia drivers
don't do well.  That's the only combination that seems to be consistent.
That's the proprietary Nvidia drivers, not the opensource ones.

I don't have Opera installed, but it sound like Opera doesn't have the
same problem.

The hardware matches my setup, Dell Precision T7400 Dual Quad Xeon @
2.00 GHz/ 16 GB/ NVidia Quadro FX 1700 running RedHat 5.2 Desktop and
the proprietary NVidia drivers, and scrolling of a long RT Ticket really
hammers the machine.

Another result from "Firefox Nvidia scrolling'
http://www.nvnews.net/vbulletin/showthread.php?t=115790

Example page scrolls incredibly slow ( I have no idea what it says,
sorry if it's offensive): http://www.tempus-vivit.net/taverne/thema/935

background:fixed ?

https://bugzilla.mozilla.org/show_bug.cgi?id=372039

position:fixed ? (open since 2003! Last update 2008-09-04)

https://bugzilla.mozilla.org/show_bug.cgi?id=201307

I couldn't find anything specific to moz-border-radius, but now that
I've seeing so many example website perform so poorly under FF3, I think
I'll be installing Opera.

Brian



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[rt-users] RT::Authen::ExternalAuth problem

[David Mackintosh]

Hi Folks,

I've been passed a working RT 3.6.6 and asked to add the LDAP
component so that we can authenticate against an Active Directory
server.  

So I've installed the RT::Authen::ExternalAuth module from CPAN and
used my google-fu to get the configuration started, however at this
point I'm stymied.

Right now local users authenticate, but AD users do not.

When I attempt to authenticate as a AD user, I get these errors:

Sep 19 15:25:59 rt RT: Transaction->Create couldn't, as you didn't specify an 
object type and id (/opt/rt3/lib/RT/Record.pm:1486)
Sep 19 15:25:59 rt RT: My_LDAP AUTH FAILED: gridwayAdmin User not found or more 
than one user found (/opt/rt3/local/lib/RT/User_Vendor.pm:208)
Sep 19 15:25:59 rt RT: RT::User::IsExternalPassword External Auth Failed: 
gridwayAdmin (/opt/rt3/local/lib/RT/User_Vendor.pm:294)
Sep 19 15:25:59 rt RT: RT::User::IsInternalPassword AUTH FAILED (no passwd): 
gridwayAdmin (/opt/rt3/local/lib/RT/User_Vendor.pm:305)

I know that RT is connecting to teh AD because when I change the connecting
password, I get the error:

Sep 19 15:24:47 rt RT: RT::User::_GetBoundLdapObj Can't bind: 
LDAP_INVALID_CREDENTIALS 49 (/opt/rt3/local/lib/RT/User_Vendor.pm:1056)

So I'm presuming I have either incorrectly defined my my 'base', my
'filter' my 'd_filter', or my 'group'.

Here's what I have.  I have a domain, abcsystems.com.  Inside
abcsystems.com I have a folder ABC, and under there a folder Users
which is where all the users are.  I want to restrict access to users
who are members in the group 'Request Tracker Users'.

So my definitions look like:

[...]

'base' => 'ou=Users,ou=ABC,dc=abcsystems,dc=com',
'filter' => '(objectclass=Person)',
'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)',
'group' => 'Request Tracker Users',

[...]

I'm probably doing something trivially wrong here since I'm not
familiar with LDAP or AD in any depth.

Can someone point me at a web page that can get me started to
figure this out?

Thank you.

-- 
 /\oo/\
/ /()\ \ David Mackintosh | 
 [EMAIL PROTECTED]  | http://www.xdroop.com


pgpoZcQ1s1Rso.pgp
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[rt-users] Standalone network installation

[Mchenry, Glenn]

I'm having problems properly setting up RTv3.8.1 on RHEL5.1 that's part of a 
network with no outside connection.  I've tried reading through the wiki as 
well as the mailing lists but still am not able to understand what I need to do.

I'm trying to get RT v3.8.1 up and running on a standalone network.

So far I have installed RHEL5.1, installed Apache 2.2, installed MySql 5.0, and 
ran the ./configure script. When I run make testdeps, it lists many that are 
not there.  I then try to run make fixdeps but it tries to go out to CPAN.  It 
can't do that because it's being installed on a standalone network. I tried 
using JWhite3's package but it requires access to RHN which is not a viable 
option for me.

I'm using RT v3.8.1, Apache 2.2, MySql 5.0, modperl 2, RHEL 5.1.

Can someone please point me to where I need to go to get this accomplished?

Thanks for your time and sorry for the lack of knowledge.

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Re: [rt-users] Problem with 'Top N tickets' links on 'RT at a glance' page in 3.8.1

[Tim Wilde]

David Good wrote:
> I looked into this some more and after some debugging, I see that the 
> query string argument ($Query) passed in
> to Search/Results.html is URI encoded when it shouldn't be.  It looks 
> like it's encoded properly in the link URL
> when I 'View Souce' on the displayed 'Home' page but never gets decoded 
> (or it gets decoded and re-encoded
> somehow).  Does anyone have any ideas where I should look next?
> 
> I'm kinda surprised that there haven't been any other reports of this 
> sort of problem.  It seems to affect all saved searches.
> We're running RT 3.8.1 on a CentOS 5.2 with perl 5.10.0.

David,

I've run across this same issue, and it seems to be fixed by a (somewhat
hack-ish) patch to lib/RT/Tickets_Overlay_SQL.pm.  Take a look at the
patch attached to ticket #12477:

http://rt3.fsck.com//Ticket/Display.html?id=12477

If you copy lib/RT/Tickets_Overlay_SQL.pm to
local/lib/RT/Tickets_Overlay_SQL.pm and apply that patch it should fix
the issue if it's the same one I was seeing (which it sounds like it was).

Regards,
Tim

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Re: [rt-users] Standalone network installation

[RT]

If external connectivity (even temporarily) isn't an option, you might look
at the output of 'make testdeps' and then manually download and install each
of the required perl modules. Keep in mind this would be a long and painful
process (due to dependencies).

If you can connect the node to the outside (or migrate it) temporarily, that
would solve a number of issues you're bound to run into.

Unfortunately, 3.8.1 requires a number of perl modules, that as far as I am
aware are not available via RPM. I'm running 3.8.1 on CentOS 5.2 and found
that several modules had to be pulled from CPAN.

On Fri, Sep 19, 2008 at 3:45 PM,
<[EMAIL PROTECTED]>wrote:

>
> Message: 7
> Date: Fri, 19 Sep 2008 13:34:54 -0700
> From: "Mchenry, Glenn" <[EMAIL PROTECTED]>
> Subject: [rt-users] Standalone network installation
> To: "rt-users@lists.bestpractical.com"
>
> Message-ID:
><
> [EMAIL PROTECTED]>
>
> Content-Type: text/plain; charset="us-ascii"
>
> I'm having problems properly setting up RTv3.8.1 on RHEL5.1 that's part of
> a network with no outside connection.  I've tried reading through the wiki
> as well as the mailing lists but still am not able to understand what I need
> to do.
>
> I'm trying to get RT v3.8.1 up and running on a standalone network.
>
> So far I have installed RHEL5.1, installed Apache 2.2, installed MySql 5.0,
> and ran the ./configure script. When I run make testdeps, it lists many that
> are not there.  I then try to run make fixdeps but it tries to go out to
> CPAN.  It can't do that because it's being installed on a standalone
> network. I tried using JWhite3's package but it requires access to RHN which
> is not a viable option for me.
>
> I'm using RT v3.8.1, Apache 2.2, MySql 5.0, modperl 2, RHEL 5.1.
>
> Can someone please point me to where I need to go to get this accomplished?
>
> Thanks for your time and sorry for the lack of knowledge.
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Re: [rt-users] Problem with 'Top N tickets' links on 'RT at a glance' page in 3.8.1

[David Good]

Tim Wilde wrote:
> David Good wrote:
>   
>> I looked into this some more and after some debugging, I see that the 
>> query string argument ($Query) passed in
>> to Search/Results.html is URI encoded when it shouldn't be.  It looks 
>> like it's encoded properly in the link URL
>> when I 'View Souce' on the displayed 'Home' page but never gets decoded 
>> (or it gets decoded and re-encoded
>> somehow).  Does anyone have any ideas where I should look next?
>>
>> I'm kinda surprised that there haven't been any other reports of this 
>> sort of problem.  It seems to affect all saved searches.
>> We're running RT 3.8.1 on a CentOS 5.2 with perl 5.10.0.
>> 
>
> David,
>
> I've run across this same issue, and it seems to be fixed by a (somewhat
> hack-ish) patch to lib/RT/Tickets_Overlay_SQL.pm.  Take a look at the
> patch attached to ticket #12477:
>
> http://rt3.fsck.com//Ticket/Display.html?id=12477
>
> If you copy lib/RT/Tickets_Overlay_SQL.pm to
> local/lib/RT/Tickets_Overlay_SQL.pm and apply that patch it should fix
> the issue if it's the same one I was seeing (which it sounds like it was).
>
> Regards,
> Tim
>
>   

I found that at least in my case I could fix the problem by modifying my 
RT_SiteConfig.pm to make the value of $WebBaseURL start with 'https:' 
instead of 'http:'.  Apparently when Apache rewrites requests from http: 
to https: it triggers the problem.  I'll keep your patch handy though in 
case I run into further problems (I had thought about doing something 
similar but was afraid it might break something).

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Re: [rt-users] Standalone network installation

[Jesse Vincent]

On Sep 19, 2008, at 4:34 PM, Mchenry, Glenn wrote:

I’m having problems properly setting up RTv3.8.1 on RHEL5.1 that’s  
part of a network with no outside connection.  I’ve tried reading  
through the wiki as well as the mailing lists but still am not able  
to understand what I need to do.


I’m trying to get RT v3.8.1 up and running on a standalone network.

So far I have installed RHEL5.1, installed Apache 2.2, installed  
MySql 5.0, and ran the ./configure script. When I run make testdeps,  
it lists many that are not there.  I then try to run make fixdeps  
but it tries to go out to CPAN.  It can’t do that because it’s being  
installed on a standalone network. I tried using JWhite3’s package  
but it requires access to RHN which is not a viable option for me.


I’m using RT v3.8.1, Apache 2.2, MySql 5.0, modperl 2, RHEL 5.1.



We have been working on a bit of technology to make this a lot easier.  
We call it 'shipwright'


sunnavy, can ping me about finishing up a beta shipwright vessel  
tarball for RT 3.8.1 that I can publish for Glenn to test out?



Can someone please point me to where I need to go to get this  
accomplished?


Thanks for your time and sorry for the lack of knowledge.

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Re: [rt-users] Standalone network installation

[Mchenry, Glenn]

Thanks!  Any and all help is appreciated!

Glenn

From: Jesse Vincent [mailto:[EMAIL PROTECTED]
Sent: Friday, September 19, 2008 2:47 PM
To: Mchenry, Glenn; sunnavy sunnavy
Cc: RT Users
Subject: Re: [rt-users] Standalone network installation


On Sep 19, 2008, at 4:34 PM, Mchenry, Glenn wrote:


I'm having problems properly setting up RTv3.8.1 on RHEL5.1 that's part of a 
network with no outside connection.  I've tried reading through the wiki as 
well as the mailing lists but still am not able to understand what I need to do.

I'm trying to get RT v3.8.1 up and running on a standalone network.

So far I have installed RHEL5.1, installed Apache 2.2, installed MySql 5.0, and 
ran the ./configure script. When I run make testdeps, it lists many that are 
not there.  I then try to run make fixdeps but it tries to go out to CPAN.  It 
can't do that because it's being installed on a standalone network. I tried 
using JWhite3's package but it requires access to RHN which is not a viable 
option for me.

I'm using RT v3.8.1, Apache 2.2, MySql 5.0, modperl 2, RHEL 5.1.


We have been working on a bit of technology to make this a lot easier. We call 
it 'shipwright'

sunnavy, can ping me about finishing up a beta shipwright vessel tarball for RT 
3.8.1 that I can publish for Glenn to test out?



Can someone please point me to where I need to go to get this accomplished?

Thanks for your time and sorry for the lack of knowledge.

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Re: [rt-users] Standalone network installation

[Mchenry, Glenn]

Yeah, I'm unable to connect it to the outside world.  Offline can you please 
point me to where I can lookup how to pull individual packages from CPAN?  
Also, I have to worry about their individual dependencies as well correct?  I 
can download whatever from the outside, burn it on a cd, and bring that into 
the standalone network.  Thanks RT.



From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of RT
Sent: Friday, September 19, 2008 2:11 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Standalone network installation

If external connectivity (even temporarily) isn't an option, you might look at 
the output of 'make testdeps' and then manually download and install each of 
the required perl modules. Keep in mind this would be a long and painful 
process (due to dependencies).

If you can connect the node to the outside (or migrate it) temporarily, that 
would solve a number of issues you're bound to run into.

Unfortunately, 3.8.1 requires a number of perl modules, that as far as I am 
aware are not available via RPM. I'm running 3.8.1 on CentOS 5.2 and found that 
several modules had to be pulled from CPAN.
On Fri, Sep 19, 2008 at 3:45 PM, <[EMAIL PROTECTED]> 
wrote:

Message: 7
Date: Fri, 19 Sep 2008 13:34:54 -0700
From: "Mchenry, Glenn" <[EMAIL PROTECTED]>
Subject: [rt-users] Standalone network installation
To: "rt-users@lists.bestpractical.com"
   
mailto:rt-users@lists.bestpractical.com>>
Message-ID:
   <[EMAIL PROTECTED]>

Content-Type: text/plain; charset="us-ascii"

I'm having problems properly setting up RTv3.8.1 on RHEL5.1 that's part of a 
network with no outside connection.  I've tried reading through the wiki as 
well as the mailing lists but still am not able to understand what I need to do.

I'm trying to get RT v3.8.1 up and running on a standalone network.

So far I have installed RHEL5.1, installed Apache 2.2, installed MySql 5.0, and 
ran the ./configure script. When I run make testdeps, it lists many that are 
not there.  I then try to run make fixdeps but it tries to go out to CPAN.  It 
can't do that because it's being installed on a standalone network. I tried 
using JWhite3's package but it requires access to RHN which is not a viable 
option for me.

I'm using RT v3.8.1, Apache 2.2, MySql 5.0, modperl 2, RHEL 5.1.

Can someone please point me to where I need to go to get this accomplished?

Thanks for your time and sorry for the lack of knowledge.

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Re: [rt-users] Problem with 'Top N tickets' links on 'RT at a glance' page in 3.8.1

[Tim Wilde]

David Good wrote:
> I found that at least in my case I could fix the problem by modifying my
> RT_SiteConfig.pm to make the value of $WebBaseURL start with 'https:'
> instead of 'http:'.  Apparently when Apache rewrites requests from http:
> to https: it triggers the problem.  I'll keep your patch handy though in
> case I run into further problems (I had thought about doing something
> similar but was afraid it might break something).

David,

Ah, thanks, so I solved the symptom rather than the disease - good to
know! :)  A sanity check deeper in the modules seems sensible to me
anyway, so perhaps it'll get in there nonetheless.  Thanks for the update!

Regards,
Tim
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[rt-users] Problem after installing Rt 3.8.1

[Adam Madajewski]

I finally got to installing 3.8.1 tonight and when I got to the webpage it
doesnt load correctly and I get:

load titleboxstates is undefined

Any ideas what I can do? I am running on Debian Etch, Apache 2, Mysql 5, and
all the latest updates.

Thanks :)
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Re: [rt-users] Problem after installing Rt 3.8.1

[Adam Madajewski]

I hope it is ok to post links in this mail list. Here is what it looks like:

http://img146.imageshack.us/my.php?image=rtproblemkn3.jpg

On Fri, Sep 19, 2008 at 11:33 PM, Adam Madajewski
<[EMAIL PROTECTED]>wrote:

> I finally got to installing 3.8.1 tonight and when I got to the webpage it
> doesnt load correctly and I get:
>
> load titleboxstates is undefined
>
> Any ideas what I can do? I am running on Debian Etch, Apache 2, Mysql 5,
> and all the latest updates.
>
> Thanks :)
>
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Re: [rt-users] Problem after installing Rt 3.8.1

[Adam Madajewski]

I fixed my own error sorry for the trouble. It had to do with my
RT_SiteConfig.pm file

I noticed in the source of the main page I was getting:



But the files were located on the server in:

/opt/rt3/share/html/NoAuth/js/util.js

And in my httpd.conf file I had the following line:

DocumentRoot /opt/rt3/share/html

So I thought maybe the webpath may have been wrong and when I commented out
this in my RT_SiteConfig.pm file:

 Set($WebPath , "/rt3");

What i believe was happening is the WebPath statements was prefixing a rt3/
on every line in the pages source and thats why it wasnt running and now it
does. If that wasnt the case maybe someone else can explain it. But now
everything loads fine.



On Sat, Sep 20, 2008 at 12:06 AM, Adam Madajewski
<[EMAIL PROTECTED]>wrote:

> I hope it is ok to post links in this mail list. Here is what it looks
> like:
>
> http://img146.imageshack.us/my.php?image=rtproblemkn3.jpg
>
>
> On Fri, Sep 19, 2008 at 11:33 PM, Adam Madajewski <
> [EMAIL PROTECTED]> wrote:
>
>>  I finally got to installing 3.8.1 tonight and when I got to the webpage
>> it doesnt load correctly and I get:
>>
>> load titleboxstates is undefined
>>
>> Any ideas what I can do? I am running on Debian Etch, Apache 2, Mysql 5,
>> and all the latest updates.
>>
>> Thanks :)
>>
>
>
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[rt-users] Postfix with mysql

[abhishek jain]

Hello friends,I am using postfix with mysql (Virtual users). Can i still use
RT , i cannot figure how?

Pl. help me,

-- 
Thanks and kind Regards,
Abhishek jain
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