[rt-users] RT 4.2 mysql/postgres migration
Hi, I am curious if somebody already tried a mysql/postgres migration in RT 4.2. From what I read in the docs the intended way to accomplish this task is to dump the mysql database using the rt-serializer command and importing the dump using rt-importer to a new instance. In detail I would try the following: apachectl stop; service fetchmaild stop rt-validator --check rt-serializer —clone --directory path/to/export/directory making appropriate changes to RT_SiteConfig.pm (changing Database engine from mysql to pgsql) rt-importer path/to/export/directory apachectl start checking if everything looks as before service fetchmaild start Am I missing something or should the migration basically work as described? Regards, Matthias Matthias Peplow IT Director Scholz Friends Berlin GmbH Tel.: +49 30/70 01 86-532 Fax: +49 30/70 01 86-599 matthias.pep...@s-f.com Litfaß-Platz 1 10178 Berlin Germany Scholz Friends The Orchestra of Ideas http://www.s-f.com
Re: [rt-users] Reply text box slow to load
On 12/17/2013 08:26 PM, Kevin Falcone wrote: While this confirms that something is taking a long time to load, the consistent 15 seconds on each request is quite odd, especially since larger files take mere milliseconds to download. Are you using JSMin? How is your RT configured, etc, etc. If you can replicate these timings on issues.bestpractical.com it would be interesting. I'm not sure if I'm using JSMin.. What is it? How do I determine that? Basically what I did was upgrade from version 4.0.7 (the version that's included in Debian Squeeze) to 4.2.1 from source. So I then just took the database from that Debian installation and upgraded that. The package installed is installed system-wide and the source code is installed in /opt/rt4 . The web is configured with the following configuration: FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 VirtualHost *:80 Servername fqdn for the server ServerAdmin webmaster@domain AddDefaultCharset UTF-8 ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ DocumentRoot /opt/rt4/share/html Location / Order allow,deny Allow from all Options +ExecCGI AddHandler fastcgi-script fcgi /Location CustomLog /var/log/apache2/fqdn_access.log combined ErrorLog /var/log/apache2/fqdn_error.log /VirtualHost Here's the /opt/rt4/etc/RT_SiteConfig.pm: Set( $Timezone, 'Europe/Oslo'); Set( $rtname, 'fqdn'); Set( $Organization, 'domain'); Set( $WebDomain, 'fqdn'); Set( $CorrespondAddress, 'primary email'); Set( $CommentAddress, 'primary comment'); Set( $WebPath, ); Set( $WebBaseURL, http://fqdn); Set ($MessageBoxRichText, 1); Set( $PreferRichText, true); Set( $MaxInlineBody, 0); Set( $DatabaseName, rtdb); Set( $DatabaseUser, rt); Set( $DatabasePassword, password); Set( $DatabaseHost, localhost); Set( %GnuPG, Enable = 1, ); # You must install Plugins on your own, this is only an example # of the correct syntax to use when activating them. # Plugin( RT::Extension::QuickDelete ); # Plugin( RT::Extension::CommandByMail ); Set(@Plugins, qw(RT::Extension::AdminConditionsAndActions)); Regarding the rest of the environment this is then running on Debian Squeeze 6.0.7 in a virtual environment. Do you need anything else? - Marius
[rt-users] RTIR for RT 4.2.x
I'm assuming that the current 3.0 version of RTIR isn't compatible with RT 4.2.x at the moment. When can we expect to see a release of RTIR compatible with the currently version of RT? Thanks.
[rt-users] RTIR for RT 4.2.x
I'm assuming that the current 3.0 version of RTIR isn't compatible with RT 4.2.x at the moment. When can we expect to see a release of RTIR compatible with the currently version of RT? Thanks.
Re: [rt-users] Excessive communication between RT and postgresql
We upgraded from 4.0.17. Yes. Stopping RT stopped the WAL generation. Continued as if nothing happened when started up again. The mail into the system should be quite negligible in this case since that would make the database grow in roughly the same pace as the WAL log generation, but the database has grown only 200M while there has been written more than 500G of WAL. pg_xlogdump shows that more than 99% of the activity is due to inserts, deletes and subsequent vacuuming on rt4.sessions and corresponding toast tables. Regards //Henrik -- Confidentiality Notice: This message is private and may contain confidential and proprietary information. If you have received this message in error, please notify us and remove it from your system and note that you must not copy, distribute or take any action in reliance on it. Any unauthorized use or disclosure of the contents of this message is not permitted and may be unlawful. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Alex Vandiver Sent: den 16 december 2013 23:17 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Excessive communication between RT and postgresql On Mon, 2013-12-16 at 13:58 +, Jacobsson, Henrik G wrote: After upgrading to RT 4.2.1, the postgresql database is producing massive volumes of WAL files around the clock with peaks during office hours. And what version were you upgrading from? Before the upgrade – we had very limited volumes of WAL files produced, and nothing at all during non work hours. Now – at least 32MB, but usually 64MB of WAL is written every minute, when the system is supposed to be quiet. Does that output cease if you temporarily turn off the webserver? What about if you disable your incoming MTA? Should there be any traffic at all between the RT server and database server when the system is not in use? Apart from occasional handshakes etc. Depends what you mean by in use. RT has no long-running programs aside from the web front-end; as such, requests to the database are only generated by requests to Apache, or the cron jobs. At times when there are no Apache requests and no cron jobs, there should be no significant database traffic. Bear in mind that even if no _users_ are accessing the website, incoming email gets POST'ed to the mail gateway endpoint, which may account for some of the activity when you believe the system is not in use. It may be enlightening to examine the generated WAL logs using http://www.postgresql.org/docs/current/static/pgxlogdump.html - Alex
Re: [rt-users] RTIR for RT 4.2.x
On Wed, Dec 18, 2013 at 11:14:50AM +, Alex Young wrote: I'm assuming that the current 3.0 version of RTIR isn't compatible with RT 4.2.x at the moment. When can we expect to see a release of RTIR compatible with the currently version of RT? This is now the third time you've sent this mail to the list. I answered it the first time. -kevin pgpLxTMp9jbuh.pgp Description: PGP signature
[rt-users] Owner mail on login page.
Hi all, I would like to known how can I disable the Owner mail on login page (new in 4.2.x) It's very important for us because with this information 50% of the user going to send a email directly to this address. Regards. JAS -- Albert SHIH DIO bâtiment 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex France Téléphone : +33 1 45 07 76 26/+33 6 86 69 95 71 xmpp: j...@obspm.fr Heure local/Local time: mer 18 déc 2013 17:18:04 CET
[rt-users] RT 4.2.1 problem with Preference
Hi, I got a bug with preferences pages. When I go into (I have all right) I got this message on the web interface : General Default queue Remember default queue Yes No Use default (No) Username format Use autocomplete to find owners? Yes No Use default (No) Replaces the owner dropdowns with textboxes Theme Include time in iCal feed events? Yes No Use default (No) Formats iCal feed events with date and time Search results refresh interval An internal RT error has occurred. Your administrator can find more details in RT's log files. and inside log I got this message : Dec 18 17:26:09 my_hostname RT: [3489] Invalid offset: FR Stack: [/usr/local/lib/perl5/site_perl/5.16/DateTime/TimeZone/OffsetOnly.pm:27] [/usr/local/lib/perl5/site_perl/5.16/DateTime/TimeZone.pm:64] [/usr/local/lib/perl5/site_perl/5.16/mach/DateTime.pm:232] [/usr/local/lib/perl5/site_perl/5.16/mach/DateTime.pm:206] [/usr/local/lib/perl5/site_perl/5.16/RT/Date.pm:793] [/usr/local/lib/perl5/site_perl/5.16/RT/Date.pm:637] [/usr/local/lib/perl5/site_perl/5.16/RT/Config.pm:469] [/usr/local/share/rt42/html/Widgets/FinalizeWidgetArguments:51] [/usr/local/share/rt42/html/Prefs/Other.html:58] [/usr/local/share/rt42/html/Widgets/TitleBox:56] [/usr/local/share/rt42/html/Prefs/Other.html:67] [/usr/local/lib/perl5/site_perl/5.16/RT/Interface/Web.pm:680] [/usr/local/lib/perl5/site_perl/5.16/RT/Interface/Web.pm:368] [/usr/local/share/rt42/html/autohandler:53] I'm running RT 4.2.1 on FreeBSD upgraded from RT 4.0.18 without any error. Regards. JAS -- Albert SHIH DIO bâtiment 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex France Téléphone : +33 1 45 07 76 26/+33 6 86 69 95 71 xmpp: j...@obspm.fr Heure local/Local time: mer 18 déc 2013 17:26:43 CET
Re: [rt-users] any page showing a user drop down in a ticket is loading slow
On Tue, Dec 17, 2013 at 02:53:53PM -0500, Adam Hobaugh wrote: I just updated from 4.0.10 to 4.2.1 and it seems to be working well except when I am in a ticket, any page that shows a user drop down, ie display and people load incredible slowly. I enabled slow query logging and below are the two queries that appear to be causing the problem. I appreciate any help in resolving this. 10 second load times is rough. Please let me know what further information is needed. The slow query logs are most helpful when you then run EXPLAIN on the query so you know why the database is having trouble. Since your list is short (5 rows sent) rather than 500, you're unlikely to have the common error someone else was pointing you at where you grant OwnTicket too widely. RT 4.2 also has a workaround for this case. Do you grant your OwnTicket rights out to groups per queue, roles per queue. Do you assign lots of Ticket level use groups (adminccs/ccs, etc) which then pick up OwnTicket? -kevin # Time: 131217 14:42:38 # User@Host: rt_user[rt_user] @ ticket.cs.pitt.edu [136.142.23.83] # Query_time: 9 Lock_time: 0 Rows_sent: 5 Rows_examined: 175403 SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_3 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN CachedGroupMembers CachedGroupMembers_4 ON ( CachedGroupMembers_4.MemberId = Principals_1.id ) WHERE ((ACL_3.ObjectType = 'RT::Queue' AND ACL_3.ObjectId = 3) OR (ACL_3.ObjectType = 'RT::System') OR (ACL_3.ObjectType = 'RT::Queue' AND ACL_3.ObjectId = 3) OR (ACL_3.ObjectType = 'RT::System')) AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) AND (ACL_3.PrincipalType = 'Group') AND (ACL_3.RightName = 'OwnTicket' OR ACL_3.RightName = 'SuperUser') AND (CachedGroupMembers_2.Disabled = '0') AND (CachedGroupMembers_2.GroupId = '4') AND (CachedGroupMembers_4.Disabled = '0') AND (Principals_1.Disabled = '0') AND (Principals_1.PrincipalType = 'User') AND (Principals_1.id != '1') ORDER BY main.Name ASC; # Time: 131217 14:42:48 # User@Host: rt_user[rt_user] @ ticket.cs.pitt.edu [136.142.23.83] # Query_time: 8 Lock_time: 0 Rows_sent: 5 Rows_examined: 175403 SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_3 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN CachedGroupMembers CachedGroupMembers_4 ON ( CachedGroupMembers_4.MemberId = Principals_1.id ) WHERE ((ACL_3.ObjectType = 'RT::Ticket' AND ACL_3.ObjectId = 35402) OR (ACL_3.ObjectType = 'RT::Queue' AND ACL_3.ObjectId = 3) OR (ACL_3.ObjectType = 'RT::System') OR (ACL_3.ObjectType = 'RT::Ticket' AND ACL_3.ObjectId = 35402) OR (ACL_3.ObjectType = 'RT::Queue' AND ACL_3.ObjectId = 3) OR (ACL_3.ObjectType = 'RT::System')) AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) AND (ACL_3.PrincipalType = 'Group') AND (ACL_3.RightName = 'OwnTicket' OR ACL_3.RightName = 'SuperUser') AND (CachedGroupMembers_2.Disabled = '0') AND (CachedGroupMembers_2.GroupId = '4') AND (CachedGroupMembers_4.Disabled = '0') AND (Principals_1.Disabled = '0') AND (Principals_1.PrincipalType = 'User') AND (Principals_1.id != '1') ORDER BY main.Name ASC; pgpxrlrab1s73.pgp Description: PGP signature
Re: [rt-users] ExecuteCode by Queue AdminCc groups on RT::System
On Tue, Dec 17, 2013 at 11:00:35PM +0100, Kai Storbeck wrote:
My production system contains a few ACL's that do not dump correctly
using rt-dump-metadata. They end up multiple times in our dump as:
{
Right : ExecuteCode,
GroupDomain : RT::System-Role,
GroupType : AdminCc
},
(In JSON for readability)
These are in reality applied to the AdminCC group principal of queues.
What is the bug here?
Is it that I should be able to see such a right in the Global rights
page, or should the right not have been granted since the upgrade step
(3.9.1 iirc)?
(It is a bit of a weird delegation of rights, but a few of our AdminCc
groups have indeed the right to edit templates).
Looking briefly in the ACL dumping code, it says this:
elsif ( /^RT::Group$/ ) {
# No support for RT::Group ACLs in RT::Handle yet.
next OBJECT;
}
which implies to me that it has no idea how to handle your rights.
-kevin
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Re: [rt-users] installing rt tracker with a screen reader
On Wed, Dec 18, 2013 at 03:54:23PM -0800, Marvin Hunkin wrote: And using this software. And using the jaws for windows screen reader from [1]http://www.freedomscientific.com Now. How do I install this software and then configure. Using windows 7 pro 32 bit, firefox 25, and internet explorer 11. You cannot install RT using just a web browser. The RT README in the tarball and available on the web here cover basic installation instructions. http://bestpractical.com/docs/rt/latest/README.html Your screen reader will need to be compatible with the terminal emulator you choose to use to connect to your installation source (RT does not install onto Windows). -kevin pgpzjQzu8fyda.pgp Description: PGP signature
Re: [rt-users] rt 4.2.1 error: Internal Server Error
On Wed, Dec 18, 2013 at 02:15:05AM -0500, supp...@pureview.com wrote: Any one can help me to find the issues here. RH6 Oracle as DB fastcgi Does RT_Config.pm exist in /opt/rt4/etc Is it readable by the web user (su to the web user and try to read it) Do you have anything like SELinux which would prevent reading of the file. -kevin Can't locate RT_Config.pm in @INC (@INC contains: /opt/rt4/local/etc /opt/rt4/etc /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at /opt/rt4/sbin/../lib/RT/Config.pm line 1063. pgpN3jeNpg2QI.pgp Description: PGP signature
Re: [rt-users] Chart and Show Results not showing correct query
On Tue, Dec 17, 2013 at 09:12:17PM +, Richard McMahon wrote: I have been using the Chart option in RT 3.8. When I click on Show Results a different query is shown e.g. the most recent other saved query. RT 3.8 is no longer receiving anything other than security bugfixes. You also don't specify which version of 3.8 you're running, but it's quite likely that some of your complaints have been addressed in the new charting in 4.2. If you can replicate these bugs on 4.2, please let us know. -kevin Also, it would be useful if the Total result in the table on the Chart executed the full query. See attached chart. Related to the above is the ability to edit the query than creates a chart. I get inconsistent results so it looks like the query linked to a saved Chart might be a clone of the query run when the Chart is saved. thanks Richard pgpzEULhpBC9g.pgp Description: PGP signature
Re: [rt-users] How to create a new condition through the web gui
On Tue, Dec 17, 2013 at 10:49:49PM +0100, Marius Flage wrote: Den 17.12.2013 20:19, skrev Kevin Falcone: You may find it easier to use the new extension we blogged about, instead of User Defined scrips/actions http://blog.bestpractical.com/2013/12/new-web-ui-for-rt-actions-and-conditions.html This extension looks very nice and shiny and I just added it to my RT, but I still have no idea how to use it :) And especially not for my example. The example I found uses raw perl code that returns 0/1 depending on some variables, but recreating this using just the five text input fields provided by the extension seems impossible.. ? If you wish to be able to copy/paste the code you found, you'll use a User Defined condition as explained by someone else in this thread. If you want to use this extension, you'll need to review the blog post and the documentation of the extension. -kevin What should I enter for Condition Module, Parameters to Pass and Applicable Transaction Types? The Perl snippet seems to first check TransactionObj if the transaction type is Create, if not it'll return 0. Then it will check if it's the first transaction and finally it'll check for a header Received. Replicating this in 5 text input fields seems impossible :) pgp3mk6gYiQTR.pgp Description: PGP signature
Re: [rt-users] RT 4.2 mysql/postgres migration
On Wed, Dec 18, 2013 at 09:03:37AM +0100, Matthias Peplow wrote: Hi, I am curious if somebody already tried a mysql/postgres migration in RT 4.2. From what I read in the docs the intended way to accomplish this task is to dump the mysql database using the rt-serializer command and importing the dump using rt-importer to a new instance. In detail I would try the following: apachectl stop; service fetchmaild stop rt-validator --check rt-serializer —clone --directory path/to/export/directory You may also need to rt-validator --check --resolve if it finds anything. making appropriate changes to RT_SiteConfig.pm (changing Database engine from mysql to pgsql) rt-importer path/to/export/directory apachectl start checking if everything looks as before service fetchmaild start I've made a number of bug fixes which we are in the process of merging. I suspect that the tip of 4.2 trunk and/or 4.2.2 will perform better and deal with potentially bad data lurking in your MySQL database better than the Migrator available in 4.2.1 right now. We do have reports of people successfully running it, but you may run into bugs I've already fixed. -kevin pgpyBHIj9ou4Y.pgp Description: PGP signature
Re: [rt-users] RT 4.2.1 problem with Preference
Le 18/12/2013 à 17:29:07+0100, Albert Shih a écrit Hi, I got a bug with preferences pages. When I go into (I have all right) I got this message on the web interface : General Default queue Remember default queue Yes No Use default (No) Username format Use autocomplete to find owners? Yes No Use default (No) Replaces the owner dropdowns with textboxes Theme Include time in iCal feed events? Yes No Use default (No) Formats iCal feed events with date and time Search results refresh interval An internal RT error has occurred. Your administrator can find more details in RT's log files. and inside log I got this message : Dec 18 17:26:09 my_hostname RT: [3489] Invalid offset: FR Stack: [/usr/local/lib/perl5/site_perl/5.16/DateTime/TimeZone/OffsetOnly.pm:27] [/usr/local/lib/perl5/site_perl/5.16/DateTime/TimeZone.pm:64] [/usr/local/lib/perl5/site_perl/5.16/mach/DateTime.pm:232] [/usr/local/lib/perl5/site_perl/5.16/mach/DateTime.pm:206] [/usr/local/lib/perl5/site_perl/5.16/RT/Date.pm:793] [/usr/local/lib/perl5/site_perl/5.16/RT/Date.pm:637] [/usr/local/lib/perl5/site_perl/5.16/RT/Config.pm:469] [/usr/local/share/rt42/html/Widgets/FinalizeWidgetArguments:51] [/usr/local/share/rt42/html/Prefs/Other.html:58] [/usr/local/share/rt42/html/Widgets/TitleBox:56] [/usr/local/share/rt42/html/Prefs/Other.html:67] [/usr/local/lib/perl5/site_perl/5.16/RT/Interface/Web.pm:680] [/usr/local/lib/perl5/site_perl/5.16/RT/Interface/Web.pm:368] [/usr/local/share/rt42/html/autohandler:53] I'm running RT 4.2.1 on FreeBSD upgraded from RT 4.0.18 without any error. Find the problem, It's because I use old configuration of RT (4.0.18) and Set($Timezone , 'FR'); is not correct. It should be (maybe since the begining) : Set($Timezone , 'CET'); Regards. -- Albert SHIH DIO bâtiment 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex France Téléphone : +33 1 45 07 76 26/+33 6 86 69 95 71 xmpp: j...@obspm.fr Heure local/Local time: mer 18 déc 2013 18:11:33 CET
Re: [rt-users] any page showing a user drop down in a ticket is loading slow
On 12/18/2013 11:43 AM, Kevin Falcone wrote: On Tue, Dec 17, 2013 at 02:53:53PM -0500, Adam Hobaugh wrote: I just updated from 4.0.10 to 4.2.1 and it seems to be working well except when I am in a ticket, any page that shows a user drop down, ie display and people load incredible slowly. I enabled slow query logging and below are the two queries that appear to be causing the problem. I appreciate any help in resolving this. 10 second load times is rough. Please let me know what further information is needed. The slow query logs are most helpful when you then run EXPLAIN on the query so you know why the database is having trouble. Here is the EXPLAIN for the two queries. mysql EXPLAIN SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_3 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN CachedGroupMembers CachedGroupMembers_4 ON ( CachedGroupMembers_4.MemberId = Principals_1.id ) WHERE ((ACL_3.ObjectType = 'RT::Queue' AND ACL_3.ObjectId = 3) OR (ACL_3.ObjectType = 'RT::System') OR (ACL_3.ObjectType = 'RT::Queue' AND ACL_3.ObjectId = 3) OR (ACL_3.ObjectType = 'RT::System')) AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) AND (ACL_3.PrincipalType = 'Group') AND (ACL_3.RightName = 'OwnTicket' OR ACL_3.RightName = 'SuperUser') AND (CachedGroupMembers_2.Disabled = '0') AND (CachedGroupMembers_2.GroupId = '4') AND (CachedGroupMembers_4.Disabled = '0') AND (Principals_1.Disabled = '0') AND (Principals_1.PrincipalType = 'User') AND (Principals_1.id != '1') ORDER BY main.Name ASC; ++-+--+++-+-+---+--+---+ | id | select_type | table| type | possible_keys | key | key_len | ref | rows | Extra | ++-+--+++-+-+---+--+---+ | 1 | SIMPLE | CachedGroupMembers_2 | range | DisGrouMem,CachedGroupMembers3,cachedgroupmembers1 | DisGrouMem | 10 | NULL | 264 | Using where; Using index; Using temporary; Using filesort | | 1 | SIMPLE | main | eq_ref | PRIMARY| PRIMARY | 4 | rt4_2_1.CachedGroupMembers_2.MemberId |1 | | | 1 | SIMPLE | Principals_1 | eq_ref | PRIMARY| PRIMARY | 4 | rt4_2_1.main.id |1 | Using where; Distinct | | 1 | SIMPLE | CachedGroupMembers_4 | ref| DisGrouMem,CachedGroupMembers3,cachedgroupmembers1 | CachedGroupMembers3 | 5 | rt4_2_1.CachedGroupMembers_2.MemberId |1 | Using where; Distinct | | 1 | SIMPLE | ACL_3| range | ACL1 | ACL1 | 85 | NULL | 13 | Using where; Using index; Distinct| ++-+--+++-+-+---+--+---+ 5 rows in set (0.01 sec) mysql EXPLAIN SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_3 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN CachedGroupMembers CachedGroupMembers_4 ON ( CachedGroupMembers_4.MemberId = Principals_1.id ) WHERE ((ACL_3.ObjectType = 'RT::Ticket' AND ACL_3.ObjectId = 35402) OR (ACL_3.ObjectType = 'RT::Queue' AND ACL_3.ObjectId = 3) OR (ACL_3.ObjectType = 'RT::System') OR (ACL_3.ObjectType = 'RT::Ticket' AND ACL_3.ObjectId = 35402) OR (ACL_3.ObjectType = 'RT::Queue' AND ACL_3.ObjectId = 3) OR (ACL_3.ObjectType = 'RT::System')) AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) AND (ACL_3.PrincipalType = 'Group') AND (ACL_3.RightName = 'OwnTicket' OR ACL_3.RightName = 'SuperUser') AND (CachedGroupMembers_2.Disabled = '0') AND (CachedGroupMembers_2.GroupId = '4') AND (CachedGroupMembers_4.Disabled = '0') AND (Principals_1.Disabled = '0') AND (Principals_1.PrincipalType = 'User') AND (Principals_1.id != '1') ORDER BY
Re: [rt-users] any page showing a user drop down in a ticket is loading slow
On Wed, Dec 18, 2013 at 12:29:05PM -0500, Adam Hobaugh wrote: The slow query logs are most helpful when you then run EXPLAIN on the query so you know why the database is having trouble. Here is the EXPLAIN for the two queries. mysql EXPLAIN SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_3 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN CachedGroupMembers CachedGroupMembers_4 ON ( CachedGroupMembers_4.MemberId = Principals_1.id ) WHERE ((ACL_3.ObjectType = 'RT::Queue' AND ACL_3.ObjectId = 3) OR (ACL_3.ObjectType = 'RT::System') OR (ACL_3.ObjectType = 'RT::Queue' AND ACL_3.ObjectId = 3) OR (ACL_3.ObjectType = 'RT::System')) AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) AND (ACL_3.PrincipalType = 'Group') AND (ACL_3.RightName = 'OwnTicket' OR ACL_3.RightName = 'SuperUser') AND (CachedGroupMembers_2.Disabled = '0') AND (CachedGroupMembers_2.GroupId = '4') AND (CachedGroupMembers_4.Disabled = '0') AND (Principals_1.Disabled = '0') AND (Principals_1.PrincipalType = 'User') AND (Principals_1.id != '1') ORDER BY main.Name ASC; ++-+--+++-+-+---+--+---+ | id | select_type | table| type | possible_keys | key | key_len | ref | rows | Extra | ++-+--+++-+-+---+--+---+ | 1 | SIMPLE | CachedGroupMembers_2 | range | DisGrouMem,CachedGroupMembers3,cachedgroupmembers1 | DisGrouMem | 10 | NULL | 264 | Using where; Using index; Using temporary; Using filesort | | 1 | SIMPLE | main | eq_ref | PRIMARY | PRIMARY | 4 | rt4_2_1.CachedGroupMembers_2.MemberId |1 | | | 1 | SIMPLE | Principals_1 | eq_ref | PRIMARY | PRIMARY | 4 | rt4_2_1.main.id |1 | Using where; Distinct | | 1 | SIMPLE | CachedGroupMembers_4 | ref| DisGrouMem,CachedGroupMembers3,cachedgroupmembers1 | CachedGroupMembers3 | 5 | rt4_2_1.CachedGroupMembers_2.MemberId |1 | Using where; Distinct | | 1 | SIMPLE | ACL_3| range | ACL1 | ACL1| 85 | NULL | 13 | Using where; Using index; Distinct| ++-+--+++-+-+---+--+---+ 5 rows in set (0.01 sec) Your query here says that MySQL is looking at a pretty tiny dataset and running the same query on multiple databases here shows a wildly different explain and very quick results. This usually points to you having some enormous tables (although the explain doesn't indicate that) or a badly tuned mysql. Can you download and run http://mysqltuner.pl on your database. It would also be interesting to see SELECT TABLE_ROWS, TABLE_NAME FROM information_schema.tables WHERE TABLE_SCHEMA = 'rt4'; changing your database name where needed. -kevin pgpwhbzre2ZKc.pgp Description: PGP signature
Re: [rt-users] any page showing a user drop down in a ticket is loading slow
On 18 December 2013 10:07, Kevin Falcone falc...@bestpractical.com wrote: Can you download and run http://mysqltuner.pl on your database. Fun tip. You can download that with just “wget mysqltuner.pl”. There’s some redirection magic that makes it work with just that command. -- Landon Stewart :: lstew...@iweb.com Lead Specialist, Abuse and Security Management Spécialiste principal, gestion des abus et sécurité http://iweb.com :: +1 (888) 909-4932
[rt-users] RT-Extension-Assets link
I am trying to figure out the best way to get a link created to an asset at the time a ticket is created. I am using RT-Extension-Assets in RT 4.2, and am having trouble finding information regarding this extension and doing what I want to do. I am having trouble making the connection from the requester to the asset. I am hoping somebody can give me an idea how to proceed. jgz
Re: [rt-users] any page showing a user drop down in a ticket is loading slow
On 12/18/2013 01:07 PM, Kevin Falcone wrote: Your query here says that MySQL is looking at a pretty tiny dataset and running the same query on multiple databases here shows a wildly different explain and very quick results. This usually points to you having some enormous tables (although the explain doesn't indicate that) or a badly tuned mysql. Can you download and run http://mysqltuner.pl on your database. I will have to go through this script and consult with a colleague before running that as our database contains more than just our ticket system. It would also be interesting to see SELECT TABLE_ROWS, TABLE_NAME FROM information_schema.tables WHERE TABLE_SCHEMA = 'rt4'; changing your database name where needed. mysql SELECT TABLE_ROWS, TABLE_NAME - FROM information_schema.tables - WHERE TABLE_SCHEMA = 'rt4_2_1'; ++-+ | TABLE_ROWS | TABLE_NAME | ++-+ |579 | ACL | | 0 | Articles| |1436268 | Attachments | | 5708 | Attributes | | 353565 | CachedGroupMembers | | 0 | Classes | | 36 | CustomFieldValues | | 4 | CustomFields| | 107281 | GroupMembers| | 157020 | Groups | | 1579 | Links | | 0 | ObjectClasses | | 14357 | ObjectCustomFieldValues | | 4 | ObjectCustomFields | | 45 | ObjectScrips| | 0 | ObjectTopics| | 162308 | Principals | | 16 | Queues | | 21 | ScripActions| | 22 | ScripConditions | | 45 | Scrips | | 35 | Templates | | 35232 | Tickets | | 0 | Topics | | 578000 | Transactions| | 10340 | Users | | 4518 | sessions| ++-+ 27 rows in set, 1 warning (0.43 sec) Thanks! //adam
Re: [rt-users] Owner mail on login page.
On Wed, Dec 18, 2013 at 05:19:16PM +0100, Albert Shih wrote: I would like to known how can I disable the Owner mail on login page (new in 4.2.x) It's very important for us because with this information 50% of the user going to send a email directly to this address. Hide it with css (the div has a class of login-help) or make a small mason overlay of share/html/Elements/LoginHelp -kevin pgpvv_LiIimRo.pgp Description: PGP signature
Re: [rt-users] any page showing a user drop down in a ticket is loading slow
On Wed, Dec 18, 2013 at 02:15:06PM -0500, Adam Hobaugh wrote: On 12/18/2013 01:07 PM, Kevin Falcone wrote: Your query here says that MySQL is looking at a pretty tiny dataset and running the same query on multiple databases here shows a wildly different explain and very quick results. This usually points to you having some enormous tables (although the explain doesn't indicate that) or a badly tuned mysql. Can you download and run http://mysqltuner.pl on your database. I will have to go through this script and consult with a colleague before running that as our database contains more than just our ticket system. We'll see what it returns. Nothing in your data set is particularly large, which points more and more to MySQL problems. -kevin It would also be interesting to see SELECT TABLE_ROWS, TABLE_NAME FROM information_schema.tables WHERE TABLE_SCHEMA = 'rt4'; changing your database name where needed. mysql SELECT TABLE_ROWS, TABLE_NAME - FROM information_schema.tables - WHERE TABLE_SCHEMA = 'rt4_2_1'; ++-+ | TABLE_ROWS | TABLE_NAME | ++-+ |579 | ACL | | 0 | Articles| |1436268 | Attachments | | 5708 | Attributes | | 353565 | CachedGroupMembers | | 0 | Classes | | 36 | CustomFieldValues | | 4 | CustomFields| | 107281 | GroupMembers| | 157020 | Groups | | 1579 | Links | | 0 | ObjectClasses | | 14357 | ObjectCustomFieldValues | | 4 | ObjectCustomFields | | 45 | ObjectScrips| | 0 | ObjectTopics| | 162308 | Principals | | 16 | Queues | | 21 | ScripActions| | 22 | ScripConditions | | 45 | Scrips | | 35 | Templates | | 35232 | Tickets | | 0 | Topics | | 578000 | Transactions| | 10340 | Users | | 4518 | sessions| ++-+ 27 rows in set, 1 warning (0.43 sec) pgpkzJgoGvsK2.pgp Description: PGP signature
[rt-users] RT 4.2 Segfaults on FreeBSD 9.2
I've upgraded from RT 4.0.16 to 4.2 on a FreeBSD 9.2 system. I'm using Perl 5.16.3. When I try to start Apache, it segfaults with the following information in /var/log/httpd-error.log: [Tue Dec 17 11:42:38 2013] [error] [client 128.114.49.22] Can't locate RT/Action/SendEmail.pm in @INC (you may need to install the RT::Action::SendEmail module) (@INC contains: /usr/local/share/rt40/lib /usr/local/share/rt40/plugins/RT-Authen-ExternalAuth/lib /usr/local/share/rt40/plugins/RT-Extension-MergeUsers/lib /usr/local/lib/perl5/site_perl/5.18 /usr/local/lib/perl5/5.18/BSDPAN /usr/local/lib/perl5/site_perl/5.18/mach /usr/local/lib/perl5/5.18/mach /usr/local/lib/perl5/5.18 . /usr/local) at /usr/local/lib/perl5/site_perl/5.18/RT/Interface/Web/Handler.pm line 181.\n [Tue Dec 17 11:42:38 2013] [error] [client 128.114.49.22] Can't locate RT/Action/SendEmail.pm in @INC (you may need to install the RT::Action::SendEmail module) (@INC contains: /usr/local/share/rt40/lib /usr/local/share/rt40/plugins/RT-Authen-ExternalAuth/lib /usr/local/share/rt40/plugins/RT-Extension-MergeUsers/lib /usr/local/lib/perl5/site_perl/5.18 /usr/local/lib/perl5/5.18/BSDPAN /usr/local/lib/perl5/site_perl/5.18/mach /usr/local/lib/perl5/5.18/mach /usr/local/lib/perl5/5.18 . /usr/local) at /usr/local/lib/perl5/site_perl/5.18/RT/Interface/Web/Handler.pm line 181.\n [Wed Dec 18 13:26:02 2013] [error] [client 128.114.49.22] Can't locate URI/_foreign.pm in @INC (you may need to install the URI::_foreign module) (@INC contains: /usr/local/share/rt40/lib /usr/local/share/rt40/plugins/RT-Authen-ExternalAuth/lib /usr/local/share/rt40/plugins/RT-Extension-MergeUsers/lib /usr/local/lib/perl5/site_perl/5.18 /usr/local/lib/perl5/5.18/BSDPAN /usr/local/lib/perl5/site_perl/5.18/mach /usr/local/lib/perl5/5.18/mach /usr/local/lib/perl5/5.18 . /usr/local) at /usr/local/lib/perl5/site_perl/5.18/URI.pm line 60.\n [Wed Dec 18 13:26:02 2013] [error] [client 128.114.49.22] Can't locate URI/_foreign.pm in @INC (you may need to install the URI::_foreign module) (@INC contains: /usr/local/share/rt40/lib /usr/local/share/rt40/plugins/RT-Authen-ExternalAuth/lib /usr/local/share/rt40/plugins/RT-Extension-MergeUsers/lib /usr/local/lib/perl5/site_perl/5.18 /usr/local/lib/perl5/5.18/BSDPAN /usr/local/lib/perl5/site_perl/5.18/mach /usr/local/lib/perl5/5.18/mach /usr/local/lib/perl5/5.18 . /usr/local) at /usr/local/lib/perl5/site_perl/5.18/URI.pm line 60.\n I've confirmed that those files do exist for Perl 5.16: r...@rt-dev.soe.ucsc.edu: locate RT/Action/SendEmail.pm /usr/local/lib/perl5/site_perl/5.16/RT/Action/SendEmail.pm r...@rt-dev.soe.ucsc.edu: locate RT/Action/SendEmail.pm /usr/local/lib/perl5/site_perl/5.16/RT/Action/SendEmail.pm r...@rt-dev.soe.ucsc.edu: locate URI/_foreign.pm /usr/local/lib/perl5/site_perl/5.16/URI/_foreign.pm r...@rt-dev.soe.ucsc.edu: locate URI/_foreign.pm /usr/local/lib/perl5/site_perl/5.16/URI/_foreign.pm Why is RT looking for them in a non-existant 5.18 folder? Should I just create a symlink for now to get past this? -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A
Re: [rt-users] RT 4.2 Segfaults on FreeBSD 9.2
Can you show what’s in /etc/make.conf? WRKDIRPREFIX=/var/ports DISTDIR=/var/ports/distfiles PACKAGES=/var/ports/packages Perl 5.16 should be the default. http://svnweb.freebsd.org/ports/head/Mk/bsd.default-versions.mk?view=log Where did your modules come from? I installed everything from FreeBSD's /usr/ports -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A
Re: [rt-users] RT 4.2 Segfaults on FreeBSD 9.2
Why is RT looking for them in a non-existant 5.18 folder? Should I just create a symlink for now to get past this? Can you show what’s in /etc/make.conf ? Perl 5.16 should be the default. http://svnweb.freebsd.org/ports/head/Mk/bsd.default-versions.mk?view=log Where did your modules come from?
Re: [rt-users] RT 4.2 Segfaults on FreeBSD 9.2
Am 19.12.2013 um 00:38 schrieb Tim Gustafson t...@ucsc.edu: Can you show what’s in /etc/make.conf? WRKDIRPREFIX=/var/ports DISTDIR=/var/ports/distfiles PACKAGES=/var/ports/packages So, it’s a jail. Did you actually install perl? pkg_info |grep ^perl or pkg info |grep ^perl (in case you are already using pkgng). Perl 5.16 should be the default. http://svnweb.freebsd.org/ports/head/Mk/bsd.default-versions.mk?view=log Where did your modules come from? I installed everything from FreeBSD's /usr/ports At this point, I would advise anybody who is on a semi-recent version of FreeBSD to use poudriere and build one’s own packages (preferably from a „frozen“ ports-tree). But it’s OK, if reproducibility is not an issue.
Re: [rt-users] RT 4.2 Segfaults on FreeBSD 9.2
So, it’s a jail. Yes, sorry, I forgot to mention that. Did you actually install perl? Of course, it's a dependency of RT: r...@rt-dev.soe.ucsc.edu: pkg_info |grep ^perl perl5-5.16.3_4 Practical Extraction and Report Language But it’s OK, if reproducibility is not an issue. For what it's worth, I originally tried to do this as an upgrade from 4.0.16 to 4.2, but that failed with this same error, so I uninstalled Perl, and all its dependencies, removed everything from /var/db/ports/ to make sure that all the default options were used while building, and then re-installed 4.2. If it helps, I can kill the whole jail and install a totally clean one and then try again. -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A
Re: [rt-users] RT 4.2 Segfaults on FreeBSD 9.2
Am 19.12.2013 um 01:00 schrieb Tim Gustafson t...@ucsc.edu: So, it’s a jail. Yes, sorry, I forgot to mention that. Did you actually install perl? Of course, it's a dependency of RT: r...@rt-dev.soe.ucsc.edu: pkg_info |grep ^perl perl5-5.16.3_4 Practical Extraction and Report Language But it’s OK, if reproducibility is not an issue. For what it's worth, I originally tried to do this as an upgrade from 4.0.16 to 4.2, but that failed with this same error, so I uninstalled Perl, and all its dependencies, removed everything from /var/db/ports/ to make sure that all the default options were used while building, and then re-installed 4.2. If it helps, I can kill the whole jail and install a totally clean one and then try again. That is really strange. I recently did a test-install (of 4.0.x) - with packages from my own repository (which is unfortunately not public) and that did work. Didn’t get around trying 4.2 yet. Do you actually have a 5.18 site_perl directory?
Re: [rt-users] RT 4.2 Segfaults on FreeBSD 9.2
Do you actually have a 5.18 site_perl directory? Ah, sorry. You answered that before. I missed it. Something thinks you have perl 5.18. Is the perl outside the jail also 5.16?
Re: [rt-users] RT 4.2 Segfaults on FreeBSD 9.2
Something thinks you have perl 5.18. Is the perl outside the jail also 5.16? I believe its 5.16, but what difference should that make? The jail has no access to view any aspect of the root system. -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A
